30. QUALITY & CONTINOUS IMPROVEMENT WITHIN THE MOTOR TRADE (1-2 days)
All directors, DP's and GM's who wish to understand the principles and benefits of Quality management as it applies to the motor trade.
AIMS OF THE PROGRAMME
To Learn What Total Quality Management And Continuous Improvement Is About.
To Ensure The Argument And The Benefits Of A Quality Approach To Business Are Fully Understood.
To Train Delegates In The Practical Actions Of Quality Management.
To Be Exposed To Key Quality Analyses And Problem Solving Techniques.
To Learn The Relationship Between Internal Quality And Service And External Quality.
THE MAIN THEMES THAT WILL BE COVERED ARE:-
What Is The Relationship Between Quality And Service?
Who Are Your Customers?
Internal And External Customer Service And Their Relationship To Each Other
What Are The Results Of Giving Poor Internal Customer Service For The Giver, The Receiver, The Giver's Department And The Dealership?
BBB & "The Behaviour Chain Reaction Phenomena"
The Relationship Between Quality, Stress, Poor Service And Motivation
Attitude, Behaviour And Habit
1000's Of 1% Improvements
The Various Approaches To Quality
ISO 9001/2000, EFQM, IIP, BQF Etc
Total Quality Management - Origin, Principles, Benefits, Processes, Practices
Quality Circles - Origin, Principles, Values, Examples, SWOT.
Organisation Wide Quality Improvement - The Principles & Benefits
Using Quality To Adding Value And Minimize Waste.
Characteristics Of Excellence Necessary To Fulfil Quality Improvement Requirements
Organisational And Management Barriers To Quality
SWOT Issues For You To Address To Become A Centre Of Excellence
Quality Quotes Which Give You The Inside Meaning
The Principles Of Continuous Improvement
The Customer Supplier Service Chain Concept
The Four Values Of Quality Improvement : Specifying The Requirements, Error Free Work, Measure By Cost Of Quality, Manage By Prevention
The Cost Of Quality : Error Costs, Detection Costs, Prevention Costs, Opportunity Cost Lost
The Relationships Between Error, Prevention And Detection Costs
The Role Of A Quality Improvement Steering Committee And The Facilitator's Role
The Benefits Of A Quality Led Approach
What Is A Customer Action Team (C.A.T.)?
Who Is Involved In C.A.T.S.?
Problems And Their Nature
An Introduction To Basic Problem Solving Techniques
Brainstorming, Pareto Analyses, Cause And Effect Analyses, Process C & E, Data Gathering, Criteria Based Decision Making, Force Field Analyses, Process Analyses, Critical Path Analyses, Implementation Plans
Manufacturer Quality Schemes And What They Are Designed To Achieve
Control Of Your Dealership Quality Standards Using Manufacturer Mystery Shopping, Customer Surveys, CSI - Bonus Criteria
Quality & Sales Departments
Standard Operating Procedures And Checklists
Salestrack Procedures, Sales Activity Management,
CSI, Mystery Shopping Results By Phone And 'In-Person'
Basic Sales Quality Check Disciplines For F & I, Handover Checklists Etc
Use And Standards Of Customer Data Capture-CRM Systems
DMS And Deal building Systems
Motor Trade Legislation And Its Relation To Quality Delivery
E.G. FSA Compliance, Sale Of Goods Act, Supply Of Goods And Services Act Credit Protection Acts Etc
Quality Dept - Quality Audits And What They Check E.G. VQM, BMA
Role Of Standard Operating Procedures In A Quality System
Quality & The Service Department
Quality Of Service V Quality Of Complaints
Right First Time Fixes And The Knock On Consequences Of Failure
Role Of Electronic Diagnostic Machinery
The Role Of The Master Technician As Trouble-shooter
The Role Of Workshop Controller As Work Productivity Manager Supply Chain Management Successes And Failures - JIT (Just In Time)
Effect Of Poor Customer Service Supplier Chains For Repairs/Warranty VOR Parts.
PDI's, Recon's 21 And 41 Point Service Checklists And Their Role In Quality
Manufacturer Warranty Recalls
How Service Work Is Sampled And Monitored - Double Sign Offs And Workshop Controller, Service Manager, Master Technician 'Spot Checks'