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    DD328

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    service.victoryhonda
    sgaj

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    DD328

    Uploaded by

    service.victoryhonda
    6 views2 pages
    sgaj

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    DD328 (3)

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    sgaj

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    6 views2 pages

    DD328

    Uploaded by

    service.victoryhonda
    sgaj

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
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    DEALER SERVICE PERFORMANCE REPORT

    Code Dealer Name Location Zone Month


    DD328 Victory Honda Ranchi East October
    October YTM 100ki
    Parameter Max Score
    Target Actual Eval Target Actual Eval Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
    Score Ach

    D-CSI 940 951 70 70 934 940 939 939 924 924 951 951 951

    BF-DLR 85% 86% 20 20 85% 61% 85% 84% 86% 0% 85% 0% 86%

    BF-AM. % 85% 85% 50 50 85% 85% 85% 85% 85% 85% 85% 85% 85%

    Long Stationed BP Cars (>15 Day) 8% 13% 10 6 8% 9% 8% 3% 10% 12% 7% 8% 13%

    Dlite Code Usage[BP] 77% 98% 10 10 76% 91% 83% 86% 92% 84% 92% 98% 98%

    Time Adherence 38% 39% 20 20 36% 29% 23% 27% 33% 29% 25% 31% 39%

    Cost Adherence 56% 54% 20 19 54% 58% 61% 57% 59% 62% 54% 58% 54%

    Net Promoter Score (NPS) 45% 75% 30 30 45% 48% 44% 42% 39% 46% 32% 56% 75%

    Fixit Right First Time (%) - D121 95% 99% 20 20 95% 99% 98% 99% 98% 99% 98% 99% 99%

    PSF Contactability (%) 96% 93% 20 19 96% 93% 92% 92% 89% 95% 91% 95% 93%

    On Time PSF (within 3 Days) 80% 55% 20 14 80% 65% 76% 70% 67% 66% 62% 62% 55%

    Customer Complaint Occ. Ratio(%) 0.4% 0.21% 20 20 0% 1% 1.02% 0.39% 0.86% 0.41% 0.67% 0.43% 0.21%

    DSP Occ Ratio (%) 0.22% 0.21% 20 20 0.22% 0.33% 0.82% 0.19% 0.43% 0.21% 0.22% 0.21% 0.21%

    Satisfaction Percentage H121 (%) 75% 50% 30 20 75% 75% 60% 100% 67% 100% 50% 100% 50%

    H121 Escalation Through Dealer


    0.22% 0.21% 20 20 0.22% 0.33% 0.41% 0.19% 0.65% 0.21% 0.45% 0.21% 0.21%
    Visit
    Average Resolution Days-H121 All
    3.0 4.0 20 15 3.0 3.0 3.0 1.0 2.0 2.0 1.0 4.0 4.0
    CS Compl. Per #SR

    Average Resolution Days-D121 4.0 2.0 10 10 4.0 3.0 3.0 3.0 4.0 3.0 4.0 6.0 2.0

    Customer Ret. %age 72% 70% 40 39 72% 71% 71% 71% 71% 71% 71% 71% 70%

    C Recovery--C--> AB conversion
    88 62 40 28 564 463 67 80 76 70 56 52 62
    (Nos)

    SR (nos) 511 474 60 56 3355 3338 490 513 463 484 448 466 474

    PM JOBs (Nos.) 231 225 40 39 1645 1721 285 277 235 249 217 233 225

    Parts (in millions) 2.23 1.73 40 31 15.93 14.88 2.49 2.06 2.28 2.21 1.80 2.30 1.73

    Engine Oil (Ltr.) 6.42 6.63 40 40 48.26 53.11 8.14 8.77 7.66 8.33 6.43 7.16 6.63

    EW Penetration (%) 60% 28% 40 19 60% 30% 20% 39% 18% 29% 36% 40% 28%

    RSA Penetration (%) 100% 167% 20 20 100% 246% 273% 239% 264% 357% 250% 173% 167%

    ATW (Nos.) 1 1 30 30 8 10 1 3 2 1 1 1 1

    TYRE (Nos.) 11 3 20 5 91 91 11 8 14 15 15 25 3

    Battery (Nos.) 10 10 20 20 68 50 2 5 8 8 9 8 10

    Peace of Mind 7 6 10 9 43 36 0 6 8 6 5 5 6

    GR Recommendation 61 55 10 9 294 262 0 1 40 57 58 51 55

    EW From Service (Nos.) 3 1 30 10 18 14 0 3 2 1 2 5 1

    Honda Connect (Registration) 33 30 30 27 173 109 9 5 12 17 18 18 30


    DEALER SERVICE PERFORMANCE REPORT
    Code Dealer Name Location Zone Month
    DD328 Victory Honda Ranchi East October
    October YTM 100ki
    Parameter Max Score
    Target Actual Eval Target Actual Eval Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
    Score Ach

    Training Coverage (%) 100% 99% 30 30 100% 97% 85% 98% 99% 99% 99% 99% 99%

    Manpower Retention %age 100% 100% 30 30 100% 99% 100% 100% 96% 96% 100% 100% 100%

    Missed PUD & Recall Reattend % 100% 100% 20 20 100% 71% 100% 0% 100% 100% 100% 0% 100%

    Warranty first time Acceptance (%) 97% 100% 10 10 97% 100% 100% 100% 100% 100% 100% 100% 100%

    Warranty Submission (% within 3


    100% 100% 10 10 100% 100% 100% 100% 100% 100% 100% 100% 100%
    Days)

    Failed Part Receiving (Days) 7 0 10 10 7 0 0 0 0 0 0 -1 0

    HTR (Days) 1 4 10 2 1 1 1 0 1 0 1 1 4

    1000 877 850 909 895 905 885 883 877

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