Dealer
NISSAN MIDDLE EAST
Total years of experience :19 years, 8 Months
of the Dealer Network Development and Customer Quality department with the goal of achieving maximum efficiency and effectiveness of operations and main KPIs
•Support the achievement of an annual business plan, midterm plan; and Global NML Hoshin-Kanri with the individual markets of the region
•Creating and implementing the strategy on dealer network development and enhancement.
•To ensure compliance of the dealer standards with performance standards of the NISSAN brand in sales, aftersales service standards, the rules of consulting dealers & dealer systems.
•To monitor and consult NISSAN dealers on all matters relating to architectural planning and expansion of dealer canter, as well as the implementation and monitoring of the fulfilment of the sales, service standards and facilities requirements.
•To participate in monthly meeting with the regional team to discuss performance & concerns
•Plan, implement & monitor sales and aftersales programs to all targeted dealers as per guidelines specified by the Global NISSAN MOTOR CORPORATION Ltd
•To develop and coordinate the implementation of plans to achieve the strategic goals of the company in respect of quantity and quality indicators of the dealer network:
•To implement partly or in full the project cycle of opening and closing dealerships in the cases determined by management.
•To support management in keeping track of dealer’s contractual obligations, reviewing appointment, termination, consolidation, relocation of dealerships, preparation of the business case, and ensuring alignment of stakeholders.
•Up-gradation of existing facilities for assigned dealers
•Dealer Standards - Audits, Action Plan & Follow-up
•Monitor dealer competitor awareness programs to ensure Nissan’s competitiveness in each market. Share CS best practices among dealers
•Evaluate and monitor the progress of Sales Dealer Operation Standards
•Analyze service quality performance and provide timely feedback to the dealer
•Provide the needed guidance and support to the dealers for both sales and aftersales (Dealer Network Standards, Retail Visual Identity, Outlet Presentation Standards)
•Provide the necessary training/skill development programs to enhance dealer field representatives’ skills.
•Recommend necessary training for the dealer front-line staff and ensure implementation of the training plans
standards and service quality programs to all branches as per the guidelines specified by the Toyota Motor Corporation (TMC) and conducting process training to service advisors & customer-facing staff.
•Monthly visit all branches to evaluate and check the Toyota Customer Service Workshop Management (TSM-Kodawari) / (Dealer Improvement System Through Holistic Approach) Activity, compliance, and Support the Kaizen activity Development plan as per the guidelines and recommended check sheet specified by the TMC
•Upgrade/develop the Standard Operating Procedure at branches of service operations.
•Introduce the Kaizen projects to all the branches to create a culture of continuous improvement.
•To evaluate and improve service process issues at target dealers to improve customer satisfaction and increase labor sales.
•Instill the core values of 5S’s activities, Plan, Do Check, Action (PDCA) cycle to improve manpower, facility, and process efficiency.
•Liaise with Principals (TMC) for timely Key Performance Indicator (KPI) reporting, Action plan status, Branch operation standards, etc,
•Conducting Toyota Service Advisor Training to all Service Advisor’s and customer-facing staff to enhance customer care skills and thus improving functioning.
•To prepare and present reports relevant to all divisions and management on a weekly and monthly basis.
•Understand and implement the Toyota Way of operation and Toyota Customer Service Marketing (TSM) for a service operation.
•Visit the branches on a regular basis and assisting and coordinating with service managers to ensure effective implementation to get TSM certificate under TMC kaizen program
•Monitor all branches ' performance through KPI and develop an action plan in-line with the standard measurement deviation.
•Enhance the existing Service facility network as per original equipment manufacturer (OEM) standards
•Plan & implement Service network expansion, by forecasting the Unit in Operation (UIO) & total service load.
•Develop, evaluate, and enhance operational policies and procedures to improve key operational metrics
•Provide subject matter expertise surrounding operational excellence.
•Develop a tool & analyze the Dealer performance factors (Efficiency, Productivity & Utilization)
•Certify and Recertify Dealer Network (Body shop and Mechanical) as per OEM Standard
•Develop a Distributor Deployment plan for Body shop and Mechanical.
•Implement TPS (Toyota Production System), TSM Kodawari (Dealer Standard), EM-Express Maintenance, Express Lube service
•Lead profitability and cost reduction activities across the organization
•Train aftersales staff on Toyota Business Practice, Toyota Production System and other training required to enhance the Kaizen Culture/Mindset
•Using Toyota Business Practice to Investigate and identify deterioration within operations, analyze the root cause and develop countermeasure and making recommendation through Kaizen, “Continuous Improvement
•Prepare and organize all the Service and Body & paint events
•Develop process flow charts to explain the current and desired process to Branches
•Strictly audit, document & maintained Service Shop Environmental, Safety, and standards Issues by meeting International Certifications Services regulations for all branches.
•On job training support to dealers, root cause analysis and small group activity by PDCA approach
•Vehicle Off Road (VOR) support and lean stock management of parts
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Lean Six Sigma Green belt, Submastery, India. •Technical Proficiency: Microsoft Office, SAP.