MAN SERVICE QUALITY AWARD 2018/2019. BE A WINNER.

Transcription

1 MAN SERVICE QUALITY AWARD 2018/2019. BE A WINNER. Are you satisfied only by providing the very best service? Then enter the running for the ServiceQualityAward 2018/19. 1

2 Foreword Welcome. Dear MAN Service Outlets and Service Partners, The next MAN ServiceQualityAward is starting soon for 2018/2019. Once again, we are looking for the best MAN workshops in our service network. I wish all participating teams the best of luck and look forward to an exciting competition. Use our competition as an opportunity to prove your quality and customer focus and stand out from the crowd with your wide-ranging service knowledge. After all, your customers expect a high level of service quality and in-depth specialist knowledge from you day in, day out and we will support you in achieving this goal! If you can show passion, team spirit and ambition for your workshop, you will not only excel in the competition but also secure yourself some happy customers. Take part and win the title of Best Workshop 2018/2019 together with your team. We're in for an exciting time yet again. Jan Eike Witt Senior Vice President After Sales Management MAN Truck & Bus AG 2

3 What is the ServiceQualityAward? Your participation. The ServiceQualityAward is a competition focussing on expertise and qualification within MAN Truck & Bus After Sales. This competition has now been held nine times, whereby each time our MAN service outlets worldwide have competed for the coveted title of Best MAN Workshop. The significance of and interest in this competition is clearly seen from the rising number of participants over the past years. The ServiceQualityAward makes a significant contribution to promoting the acquisition of know-how, as well at the quicker gathering of information, and leads to smoother procedures and processes in the workshops. The award also supports team building and team performance. Seen on the whole, this activity also influences the satisfaction of our customers. Prerequisites: All employees from every one of our global MAN service outlets may participate. Team line-ups: Every workshop puts together a team of four colleagues from the following areas: Warehouse / Spare parts / Active sale of parts Customer service / Reception / Accounting After sales / Service contracts / Warranty Workshop / Diagnosis / Electrics Each team appoints a team leader for the entire competition phase who is responsible for sending and receiving correspondence and acting as the first point of contact.! Knowledge, expertise, quality, team spirit and commitment are once more central to the competition and will ensure only the best are successful. 3

4 What's new? All the changes at a glance. This year s SQA has been subjected to a number of changes. Both the website and the setup of the SQA have been modified. Website: Better-organised and more appealing design More user-friendly navigation Direct access to results and rankings Language options for the questionnaires SQA setup: Only two online questionnaires, each with 30 questions In Round 2, ten country-specific questions can be set up by the SQA Manager. Mystery call Final round: wait and see! We generally consider the topic of transparency the highest priority. The SQA stands for fair competition. 4

5 The SQA online portal. Your registration. 1 Leave your mark and earn the title of Best MAN Workshop in the SQA 2018/2019 competition. Sign up exclusively online at: 2 You can sign up your workshop in the Competition section or under Login on the home page. After successfully completing the registration process you will receive your personal login details to register your team. 5

6 The qualification rounds 1 3. From questionnaire to mystery call. Qualification rounds 1 2. The online questionnaire. After receiving your personal online access codes, you can answer the online questions within the specified time frames. The multiple-choice questions get harder each round and cover various After Sales subjects, including: General After Sales topics MAN Genuine Parts Warranty Repair and maintenance contracts and extended warranties MANTIS Workshop processes Qualification Round 3. The mystery call. Passed the first two qualification rounds with flying colours? Excellent! All you need to do now is to keep on providing top-notch service at your workshop because you will be receiving a mystery call in or after January 2019 that will take an even closer look at what you do. A total of 50 teams from around the world will take part in the mystery call. At this point, you are on the brink of receiving your team's invitation to the finals! You can simply fill in the questionnaires online, then save and submit them. You also have the option to print them. Each competition round that you pass qualifies your team for the next stage. Your personal results are available to you on the website after each round. 6

7 What's new? Final round Increased internationality as a result of fixed start positions 3 start positions for Germany 3 start positions for highest-earning countries each region of Europe (EU I, EU II, EU III) 1 start position each region of Overseas 1 start position NSC Overseas (KR, CN, RSA, MY) 7 further performance-related start positions (6x Europe and 1x Overseas) Special position: Winner of the last SQA Increased number of participating teams (24 instead of 21) Modified testing matrix Integration of a "creative" station Inclusion of a quiz 3 start positions for Germany 3 start positions for each region Europe 1 start position for each Center Importers 1 start position for NSC Overseas 7 start positions for Europe + Overseas Germany Europe Overseas 3 EU I FR ES IT 2 EU II AT GB CH 2 EU III SRE PL RU NL 2 CIM ME CIM APAC 1 CIM SEA / NWCA NSC OS* Winner from prior year 1 * Overseas KR, CN, RSA, MY 7

8 Competition schedule. Everything at a glance. Registration on the online portal: Each workshop signs up with its workshop data on the ServiceQualityAward 2018/19 website. After having successfully signed up, you will receive an individual access code by to enter the team data and start the relevant round of questions. Two rounds of online questions As part of rounds 1 to 2, the teams will answer online multiple-choice questions from different topic areas. After each round of the competition, you can see your results on the online portal. Mystery call The third round will be a mystery call. This will be another tough test that participating workshops will have to pass, as only the best ones will qualify for the final round. Finalists are informed by following a thorough review of all results. Once again, the results can be viewed in the online portal. Final round After the third round, the best workshops from each region or country will be invited to take part in the final event in Munich. This is where theory-based and practical exercises will demonstrate which is the best workshop of all. MAN Truck & Bus AG in Munich bears the costs for travel and accommodation. Winners' trip The winning teams have another reason to celebrate. Their efforts are rewarded with a surprise travel adventure! 8

9 Competition schedule. All dates at a glance. All dates are subject to change. 9

10 A look back. Impressions from past years. 10

11 Contact. This is how you contact the SQA team.! Please do not hesitate to contact us in English or German using the following address if you have any questions: The SQA Manager assigned to your country can also support you if you have any questions about the competition. 11