Service Advisor Performance Evaluation

Transcription

1 Service Advisor Performance Evaluation

2 Important note: Please do not complete and submit a Performance Evaluation to Toyota Institute Australia until you have completed all required online and face to face training. Use the checklist below to identify when it is time to submit your Performance Evaluation. Step 1: Successfully complete the following Service Advisor Foundations modules; o SPK2801 : Service Advisor Introduction o SPK2901 : Service Advisor Customer Experience o SPK3001 : Service Advisor Concern Handling o SPK3101 : Service Advisor Maintenance Reminder and Appointment Booking o SPK3201 : Service Advisor Reception and Production Booking o SPK3301 : Service Advisor Delivery and Post Service Follow Up o SPK3401 : Service Advisor Process Control Board and Repair Order Step 2: Successfully complete the following Toyota Way 4 Dealers modules; o SPK4501 : Toyota Way Foundations o SPK4601 : Toyota Way in Sales and Marketing o SPK4701 : Employee and Customer Engagement o SPK4801 : Toyota Production System Step 3: Register and attend 2 day face to face training course; o Service Advisor Foundations (SAL1) Step 4: Successfully complete the following Post Course online Exam; o TSA21_L1 : Service Advisor Foundations Exam Step 5: Successfully complete the final step of the certification process, by downloading and completing the following Post Course Assessment; o SA_EVAL : Service Advisor Performance Evaluation Step 6: Complete Service Advisor Performance Evaluation with your Service Manager Step 7: Send your Service Advisor Performance Evaluation to; Toyota Institute Australia Training Coordination Team Fax : OR training@toyota.com.au *Service Advisor Certification processing occurs monthly, on the last Friday of each month. Framed certificates and pens will be hand delivered by your Toyota Field Representative. You should expect to receive your Certification between 30-90days after your certification has been validated and processed.

3 Prior to 2010, have you achieved one of the following? Specialist Service Advisor, Master Service Advisor, OR TSA21 Service Advisor Qualification Service Advisor Re-Certification (TSA21) If you answered yes, then the good news is you only need to complete the following; o TSA21_L1 : Service Advisor Foundations Exam o SA_EVAL : Service Advisor Performance Evaluation Step 1: Successfully complete the following online Exam; o TSA21_L1 : Service Advisor Foundations Exam Step 2: Successfully complete the final step of the certification process, by downloading and completing the following Post Course Assessment; o SA_EVAL : Service Advisor Performance Evaluation Step 3: Complete Service Advisor Performance Evaluation with your Service Manager Step 4: Send your Service Advisor Performance Evaluation to; Toyota Institute Australia Training Coordination Team Fax : OR training@toyota.com.au Office Use Only Date Received: DAY MONTH YEAR - - Service Advisor Certification Certification Requirement Date Completed or RPL Achieved Standard SA e-learning (SPK ) TW4D e-learning (SPK ) SA Foundations (SAL 1) SA Certification Exam SA Performance Evaluation LMS Entry SAT entered into OASIS SME entered into OASIS SCE entered into OASIS Certification validated by: Date Certified:

4 How to complete the Performance Evaluation 1. Enter the 3 month assessment timeframe. 2. Assess yourself each month and include your performance ratings ONLY against the processes that relate to your job. For example; if you are not required to complete the Maintenance Reminder activities at your dealership you are not assessed against them. Note N/A in the appropriate box. 3. Your Service Manager then completes the Service Manager Monthly performance rating. 4. Discuss your progress on a monthly basis with your Manager (or more regularly as required). Your Manager is to provide feedback and guidance on your skill development. 5. To meet the assessment criteria you must achieve a minimum rating of 2-Competent for each skill listed. If you are still developing some skills the assessment may extend beyond the 3 month time period. 1- Not Yet Competent 2- Competent 3-Advanced This rating indicates a need for development. This rating is the minimum performance level necessary for each skill & knowledge included to meet Toyota Service Advisor Certification. This rating indicates performance beyond minimum requirements. Dealership (including Branch) : _ Learning Centre User ID : Region : _ DAY MONTH YEAR - - Service Advisor Name: address : _ Signature : Service Manager Name: Signature :

5 Guide for Completion When completing the evaluation, consider the following; ALL REQUIRED KNOWLEDGE - Dealer policies and procedures - complaint handling policy & procedure Maintenance Reminder/Appointment/Reception Preparation - service menus - appointment roles & responsibilities - reception & workshop capacity - customer order form/documentation - FRT system & search methods - appointment scheduling board - appointment preparation board - job planning board - maintenance intervals - Repair Order standard Parts Ordering - parts operations procedure (inventory check, parts ordering, receiving inspection, parts pre-picking) Warranty - warranty policy - warranty coverage & handling procedure - explain warranty decision and input result Reception - Walk Around Check procedure Fix it Right - If diagnosis has not been completed, SA explains the time required for diagnosis. Following diagnosis: Explain details of the diagnosis Production - job progress control board - countermeasure for job stoppage - billing/invoicing/credit handling procedures - vehicle cleaning procedure - Quality Control check sheet Delivery - all above Post Service Follow Up - dealer policy and procedure EVALUATION METHOD Observation on a daily basis Observe SA managing a customer complaint (min. 2 occasions). Review a minimum of 12 appointments checking information in DMS/related paper docs. with the SA. Check future appointments (up to max. 20) from the evaluation date. Observe SA performing reception duties on the job with a minimum of 12 customers. Review Repair Orders for 12 customers for accuracy of ALL necessary information. Check all walk-in ROs for previous 7 days to a max. of 20 orders. Check all ROs for general repair over previous 7 days up to a max. of 20 ROs. Check all ROs and DMS records completed by SA for previous 7 days to a max. of 50 orders Observe SA performing reception duties on the job with a minimum of 12 customers. Observe SA performing delivery duties on the job with a minimum of 12 customers. Confirm the PSFU results and feedback of past week for SA.

6 SERVICE ADVISOR NAME TSM STANDARD SKILL PERFORMANCE CRITERIA Rating Guide: 1- Not Yet Competent 2- Competent 3-Advanced 1 Appearance Professionally presented. Wears clean uniform, shoes & name badge. 2 Communication OP1-7 OP8-10 OP11-17 Maintenance Reminder/ appointment by phone Reception Preparation Reception Interacts with customers in a professional & positive manner Listens & inputs customer request(s) Confirms & inputs customer & vehicle information Confirms & inputs estimated cost (via DMS or paper docs.) Contacts customer and reconfirms appointment details Appt. confirmation is recorded in DMS/paper related docs. Special order parts order completed & confirmation details recorded in DMS/paper related docs. Confirms special order parts arrival Confirms/listens & inputs customer & vehicle information Conducts Vehicle Walkaround Check & inputs results. Installs courtesy items Confirms and inputs service history Explains & inputs job details, promised delivery time & est. cost. Obtains customer authorisation and vehicle key. Month 1 Month 2 Month 3 Performance Rating SA SVM SA SVM SA SVM

7 OP18-23 Inputs job start time and completion time Contacts customer when additional job is found. Explains job details, pricing, request approval & input results. Contacts customer if there is a change to delivery time due to delay. 6 Production Inputs job result for all contents. Enters Quality Control inspection results. 7 8 OP OP30 32A Delivery Post Service Follow Up Confirms vehicle cleanliness before delivery & input result. Prepares invoice Explains the maintenance job results including cost, propose next maintenance and provides advice. Enters details in DMS/related paper docs. Sets date for follow-up with customer & inputs result. Escorts customer to vehicle. Thanks and farewells customer. Expresses appreciation to the customer Checks and enters degree of customer satisfaction Enters results of PSFU and staff name

8 910 Concern Handling Follows the dealer customer concern handling policy When presented with a customer complaint: Receives the concern (greets the customer, communicates with other staff and management as appropriate, moves to a private area, takes notes, checks the details) Actively listens (shows empathy, does not interrupt, reflects, shows concern) Establishes the facts and finds out the causes (uses open, closed, leading & probing questions) ACTION PLAN INSTRUCTIONS: 1. Complete assessment table above (ONLY FOR THE PROCESSES NORMALLY UNDERTAKEN BY THE STAFF MEMBER) 2. Discuss your progress with you Manager. 3. Record the feedback in the column below. 4. Discuss strategies to develop skills and knowledge that are identified for improvement. 5. Record the strategy in the Development Suggestions column. 6. At the next monthly assessment review your development and write your outcome in the column. Month 1 TIME Feedback Development Suggestions Outcome Initial Month 2 Month 3