In an effort to set industry-leading aftersales benchmarks for its dealerships FAW South Africa has developed a comprehensive programme of action to standardise its dealer operations and after-sales departments.
Over the last two years the manufacturer says it has meticulously developed industry standard criteria, which embody dealer and branch facilities and the proper management thereof. It has also developed a reporting structure in order to measure and better manage the performance of its South African dealers and after-sales departments.
Furthermore it has also introduced processes to increase dealer stockholding and quicken parts supply and is busy introducing FAW TQC (Total Quality Care) in South Africa.
“TQC is a worldwide programme that was launched two years ago by FAW in China. It is a framework and umbrella brand that represents all of the initiatives being done in the FAW aftersales environment globally. Our dealers in South Africa will need to be accredited by FAW SA in order to reach TQC level.” it explains.
To this end, various training and technical improvement courses have been implemented by the manufacturer over the last year and all FAW technicians are required to attend certain service courses to fast-track their technical development.
The manufacturer believes that customer satisfaction is the ultimate indicator of where it stands and its efforts have resulted in all FAW dealers operating at a higher level than ever before.