Download PDF

Service Execution

The Execution is the time when an intervention requested by the Customer is carried out or a reported problem is solved. This is the core activity in the workshop, because it must guarantee that the job is performed in the best way, according to Maserati Standard.
The description of this process establishes the standard procedures for requests coming from both external and internal Customers (pre-owned vehicles reconditioning, new vehicles delivery preparation)
Diagnosis & Work assignment
Work Execution
Work Execution
Quality Control befor vehicle delivery
Preventive treatment of non-quality
Quality Control KO
Quality Control OK
Vehicle Preparation

Main objectives:

The proper implementation of the process should allow for the following:

1/4

Maximize efficiency & productivity of service operations

2/4

Improve quality & completeness of interventions, in order to deliver a top-quality service

3/4

Offer transparency to Customers on vehicle works execution and maintain relationship across the repairing.

4/4

Get the Customer agreement before carrying out the work identified in the workshop

filter group
complete wheel blank
suspension_670106262
19135-25MaseratiGrecaleTrofeoTridenterear

Golden rules

Once the Customer has left, the Service Advisor: 

Customer satisfaction index (CSI)

Service execution
GUIDELINES KPI CSI QUESTIONS
5 Golden rules Diagnosis & work assignment ( repair order analysis / Diagnosis execution with check if additional needed / new intervention management if additional intervention needed / Job assignment) FRFT /SATISFACTION / RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?  Work execution (Work preparation / Work execution / Work completion)  FRFT / SATISFACTION  / RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?  Quality Control before Vehicle Delivery FRFT / SATISFACTION / RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?  Preventive Treatment of Non-Quality in Aftersales FRFT / SATISFACTION / RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?  Vehicle preparation  FRFT / SATISFACTION / RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?  Service execution customization per type of service (vehicle inspection with the Customer if repeated repair) FTFR / SATISFACTION/ RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit? 

Service execution tools

GUIDELINES KPI CSI QUESTIONS
Diagnosis & BOL + Workflow FRFT / SATISFACTION / RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?  Complete inspection check list for the technician in charge with intervention  FRFT / SATISFACTION / RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?  Quality Control Checklist FRFT / SATISFACTION  / RECO Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?  Preventive Treatment of Non-quality in Aftersales tools FRFT Q9 : Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit? 

Associated Tools: