30. QUALITY & CONTINOUS IMPROVEMENT WITHIN THE MOTOR TRADE (1-2 days)
WHO FOR
All directors, DP's and GM's who wish to understand the principles and benefits of Quality management as it applies to the motor trade.
AIMS OF THE PROGRAMME
• To Learn What Total Quality Management And Continuous Improvement Is About.
• To Ensure The Argument And The Benefits Of A Quality Approach To Business Are Fully Understood.
• To Train Delegates In The Practical Actions Of Quality Management.
• To Be Exposed To Key Quality Analyses And Problem Solving Techniques.
• To Learn The Relationship Between Internal Quality And Service And External Quality.
THE MAIN THEMES THAT WILL BE COVERED ARE:-
• What Is The Relationship Between Quality And Service?
• Who Are Your Customers?
• Internal And External Customer Service And Their Relationship To Each Other
• What Are The Results Of Giving Poor Internal Customer Service For The Giver, The Receiver, The Giver's Department And The Dealership?
• BBB & "The Behaviour Chain Reaction Phenomena"
• The Relationship Between Quality, Stress, Poor Service And Motivation
• Attitude, Behaviour And Habit
• 1000's Of 1% Improvements
• The Various Approaches To Quality
• ISO 9001/2000, EFQM, IIP, BQF Etc
• Total Quality Management - Origin, Principles, Benefits, Processes, Practices
• Quality Circles - Origin, Principles, Values, Examples, SWOT.
• Organisation Wide Quality Improvement - The Principles & Benefits
• Using Quality To Adding Value And Minimize Waste.
• Characteristics Of Excellence Necessary To Fulfil Quality Improvement Requirements
• Organisational And Management Barriers To Quality
• SWOT Issues For You To Address To Become A Centre Of Excellence
• Quality Quotes Which Give You The Inside Meaning
• The Principles Of Continuous Improvement
• The Customer Supplier Service Chain Concept
• The Four Values Of Quality Improvement : Specifying The Requirements, Error Free Work, Measure By Cost Of Quality, Manage By Prevention
• The Cost Of Quality : Error Costs, Detection Costs, Prevention Costs, Opportunity Cost Lost
• The Relationships Between Error, Prevention And Detection Costs
• The Role Of A Quality Improvement Steering Committee And The Facilitator's Role
• The Benefits Of A Quality Led Approach
• What Is A Customer Action Team (C.A.T.)?
• Who Is Involved In C.A.T.S.?
• Problems And Their Nature
• An Introduction To Basic Problem Solving Techniques
• Brainstorming, Pareto Analyses, Cause And Effect Analyses, Process C & E, Data Gathering, Criteria Based Decision Making, Force Field Analyses, Process Analyses, Critical Path Analyses, Implementation Plans
• Manufacturer Quality Schemes And What They Are Designed To Achieve
• Control Of Your Dealership Quality Standards Using Manufacturer Mystery Shopping, Customer Surveys, CSI - Bonus Criteria
Quality & Sales Departments
• Standard Operating Procedures And Checklists
• Salestrack Procedures, Sales Activity Management,
• CSI, Mystery Shopping Results By Phone And 'In-Person'
• Basic Sales Quality Check Disciplines For F & I, Handover Checklists Etc
• Use And Standards Of Customer Data Capture-CRM Systems
• DMS And Deal building Systems
• Motor Trade Legislation And Its Relation To Quality Delivery
• E.G. FSA Compliance, Sale Of Goods Act, Supply Of Goods And Services Act Credit Protection Acts Etc
• Quality Dept - Quality Audits And What They Check E.G. VQM, BMA
• Role Of Standard Operating Procedures In A Quality System
Quality & The Service Department
• Quality Of Service V Quality Of Complaints
• Right First Time Fixes And The Knock On Consequences Of Failure
• Role Of Electronic Diagnostic Machinery
• The Role Of The Master Technician As Trouble-shooter
• The Role Of Workshop Controller As Work Productivity Manager Supply Chain Management Successes And Failures - JIT (Just In Time)
• Effect Of Poor Customer Service Supplier Chains For Repairs/Warranty VOR Parts.
• PDI's, Recon's 21 And 41 Point Service Checklists And Their Role In Quality
• Manufacturer Warranty Recalls
• How Service Work Is Sampled And Monitored - Double Sign Offs And Workshop Controller, Service Manager, Master Technician 'Spot Checks'