Audit

INTRODUCTION

The Audit Process is key to assessing and improving Service performance and increasing customer satisfaction, while ensuring compliance with Maserati policies and procedures.

The Maserati process pursues these goals through three different audits that are used to identify areas for improvement in the different departments and define a corrective action plan.

The outcome of each phase is closely related to the previous step in terms of assessing corrective plan implementation and improvement trends.

Each Audit addresses two macro-areas:

• Operational processes and standard compliance 
• Warranty interventions compliance

Outlined below are the actors involved, the focus points and the desired outcomes for each step.

Dealers may provide to Maserati a feedback concerning process, critical issues, requests, etc. throughout all process steps.

The auditor appointed by Maserati for the audit execution agrees the date of the audit visit with the Aftersales Manager.

The date scheduled for the second and the third step of the audit process will be communicated via e-mail at least 15 days before the visit .

Any complaints about the outcome of the audit will be reported within 10 days by e-mail at auditwarrantyandservice@maserati.com. In the text of the mail the reasons for the refusal will be detailed and any supporting documents will be attached. In addition, the fields “Dealer observation” included into Audit Report will be filled for the non-shared assessments.

In case of lack of response, the report will be considered “definitive” and the related chargeback will be applied.

Annex A: Communication letter for the audit visit

<Dealer name>                                                                                                                                                           <Modena, Date>

<Address>

Attn. <Dealer Service Manager/Aftersales Manager>

Subject: Audit Visit

Dear Mr./Mrs. <Dlr Service Manager>,

We hereby inform you that a review of both workshop process and warranty procedure will be performed at your workshop xxx.

The Audit will be carried out within 2 working days, starting from dd/mm/yyyy, by Mr./Mrs. Name Surname of Maserati/provider company xxx (the consulting company selected by Maserati for the audit visits support).

This audit represents the 2nd/3rd step of the Maserati audit process introduced through the circular letter MAS000590 and reported in the Aftersales Service Operation into ModisCs+.

The assessment activity will be relating to the analysis of the workshop activity (from the booking to the Delivery), xx spare parts replaced under warranty and a sample of xx claims selected among those submitted in the last 6-12 months.

Please, note that the list of claims to verify will be communicated during the Opening meeting in order to allow the retrieval of the documentation relating to the claims to analyse. Therefore, that documentation must be available during the audit, otherwise it will be considered missing.  

At the end of the visit the Report will be provided. This report includes the audit result and the potential claims chargeback.

In the event that you could not confirm your presence during the audit, please  indicate your delegate as reference person for the audit.

Sincerely,

Maserati Aftersales

Warranty & Service