Quality control process, competition

[flyboy]

Looking for some ideas as to what you guys/gals have used to increase your QC?

Not really so much who is resonsible, I have my own thoughts on that. More about what you have used to increase the quality of repairs and delivery.

Here's an idea, maybe you could tell me what you think.

As SM, I will inspect, at random, x number of vehicles after they are repaired, with the tech present. Each vehicle is worth, say 50 points. For each area not up to standards (grease on something, incomplete job etc...) I deduct 5 points. Every tech would have the same amount of vehicles inspected. At the end of the month, the tech with the most points wins (something, I am leaning more towards a pride type of prize as opposed to cash).

I know I would be more involved with my techs this way, which would not be a bad thing. More time for me, but undoubtedly worth it.

What are your thoughts? What kind of reward would you offer? Do you use, have you used, some thing different in the past, or currently?

[robc]

What I have found in my limited contact with such systems currently used in dealerships there are three levels that you need to score to:

minimum acceptable - do this to keep your job
acceptable - normal standards
excellent performance - top performers

I am not sure an average reward system, but tool certificates, cash and time off are typical.

I do know that the key to quality control systems is accurately deciding the repair processes and the responsible party. For instance, the grease on the seat - is that the tech's fault or something related to poor housekeeping. Is a comeback related to the tech's work or the advisor writng a bad complaint description? And in spite of all this the result is to not lay blame - just fix the process that broke down. Those discussions could go on forever.

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** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

[pjpeery]

I was at a large dealer and comebacks were very high .. Techs are paid to make repairs correctly .. yes i know that can be a tuff statement to hear .. but we called a comeback .."anytime the owner came back and felt it was the same problem" everyone knew this was a come back ... what was done next was the ro was dispatched to the tech for recheck and repair .. the tech was not issued any other work until service management reviewed and verified the repair..
i know this may sound harsh but we went 6 months (according to gm) with out a chargeable comeback.. this was not done in a mean spirt .. the techs knew we had a problem and understood why this was being done ..

paul