Data Collection
The following information needs to be collected in order to measure each process step:
- Rating of each assessment criterion in previous audit;
- Latest CSI (Customer Satisfaction Index) results, i.e. indexes of customer satisfaction with service obtained, where available.
Once these data are collected, the weights for all criteria under consideration are calculated automatically. The weight of each criterion (ranging from 1 to 2) will be higher if a dealer has shown several shortcomings in previous audits and/or obtained lower CSI ratings and/or a particular criterion is deemed to be especially important to determine compliance with Maserati policies .