Observation and Rating of Each Criterion
The first step of the assessment procedure is the observation of the workshop activity and the ensuing assignment of a score to the execution of the different phases.
Following the criteria defined for each step:
Criteria of Booking, Reception, Work execution, Delivery and Standards are rated on a scale from 1 (Very poor) to 5 (Excellent), whereas follow-up criteria are rated OK or NOK.
For instance, after observing a certain number of reception procedures (noting down VINs, WO nos and Service Entry nos), the auditor will be able to give an average rating of Waiting time before pick-up process, Explanation of ongoing inspections, Filling out the checklist, etc.
The three criteria defined for parts management are evaluated by checking a certain number of parts replaced under warranty (number of parts is defined according to dealer size) and the criteria are rated OK or NOT OK.
The warranty efficiency is assessed by checking a certain number of Repair Orders (depending on dealer size) against their corresponding Service Entries and claims and identifying any anomalies
The criteria defined for Warranty analysis concern the main anomalies to be avoided in order to ensure compliance with Maserati policies:
