Global Retailer Standards 2019

Implementation Guide

SALES AND SERVICE

CONTENTS
1 FACILITY P.4
1.1 EXTERIOR APPEARANCE P.5
1.2 OPENING HOURS P.6
1.3 PARKING P.7
1.4 INTERIOR APPEARANCE P.8
1.5 MAINTENANCE P.10
1.6 VEHICLE STORAGE P.14
2 SHOWROOM & DISPLAY AREAS P.15
2.1 SHOWROOM VEHICLES P.16
2.2 PRODUCT INFORMATION P.19
2.3 ACCESSORIES & BRANDED GOODS P.21
3 BRAND COMMUNICATIONS P.23
3.1 BRANDING & COMMUNICATIONS P.24
4 DATA MANAGEMENT P.25
4.1 DATA PROVISION P.26
5 BUSINESS SYSTEMS P.28
5.1 IT, EQUIPMENT & POLICY P.29
6 STAFF & COMPETENCY P.30
6.1 ORGANISATION & STAFFING P.31
6.2 COMPETENCY P.33
7 CUSTOMER HANDLING P.35
7.1 DATABASE P.36
7.2 LEAD MANAGEMENT P.37
7.3 EMAIL HANDLING P.38
7.4 CUSTOMER CONTACT & MANAGEMENT P.39
7.5 CUSTOMER SATISFACTION P.43
8 SERVICE EXPERIENCE P.44
8.1 SERVICE & PARTS PLANNING P.45
8.2 VEHICLE DROP-OFF P.48
8.3 DIAGNOSIS & REPAIR QUALITY P.53
8.4 VEHICLE COLLECTION P.57
9 SALES EXPERIENCE P.61
9.1 DEMONSTRATION DRIVES P.62
9.2 DEMONSTRATOR VEHICLES P.64
9.3 PRE-DELIVERY PREPARATION P.65
9.4 HANDOVER P.68
10 TOOLS, EQUIPMENT & DIAGNOSTICS P.70
10.1 HAND TOOLS P.71
10.2 GENERAL EQUIPMENT P.72
10.3 SPECIALIST TOOLS P.73
10.4 PROTECTIVE EQUIPMENT P.75
10.5 DIAGNOSTICS P.76

2
CONTENTS
11 PARTS P.77
11.2 PARTS STORAGE P.78
11.3 PARTS RECEIVING P.79
12 WARRANTY P.80
12.1 WARRANTY P.81
12 APPENDICES P.82
A 2.3.1 Appendix 2.3.1 P.83
A 2.3.2 Appendix 2.3.2 P.84
A 3.1.1 Appendix 3.1.1 P.85
A 6.1.2 Appendix 6.1.2 P.86
A 6.2.2 Appendix 6.2.2 P.88
A 8.2.1a Appendix 8.2.1a P.89
A 8.2.1b Appendix 8.2.1b P.91
A 8.2.5 Appendix 8.2.5 P.93
A 8.3.1 Appendix 8.3.1 P.94
A 8.3.3 Appendix 8.3.3 P.95
A 8.3.4 Appendix 8.3.4 P.98
A 8.4.2 Appendix 8.4.2 P.99
A 10.2.1 Appendix 10.2.1 P.101

3
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1
FACILITY
CONTENTS KEY
1.1 EXTERIOR APPEARANCE P.5
Visual Check
1.2 OPENING HOURS P.6
1.3 PARKING P.7
Interview Questions
1.4 INTERIOR APPEARANCE P.8
1.5 MAINTENANCE P.10
Document Check
1.6 VEHICLE STORAGE P.14

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

4
1.1 EXTERIOR APPEARANCE
1.1.1 The exterior of the facility complies with the brand's approved design scheme.

1.1.1-1 Are the exterior facility and design elements, including signage to an approved scheme?

Assessment Notes

The assessor will check the exterior of the facility complies with the brand's approved design scheme by
assessing the following:

- The exterior design scheme at the facility must comply with either ARCH Corporate Identity (CI) or
Pre-ARCH CI.

Note: The compliance to this criteria will be assessed by the Network Development Team and provided to the
assessor.

Self-Assessment only: The retailer will advise their compliance for this question.

Reference Materials

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

5
1.2 OPENING HOURS
1.2.2 The facility opening hours meet the brand’s requirements and are in line with local legislation.

1.2.2-1 Do the facility opening hours meet the brand’s requirements?

Assessment Notes

The assessor will check the facility opening hours meet the brand’s requirements and are in line with local
legislation by assessing the following:

- Opening hours are in line with what is visible on the Retailer’s website.

Reference Materials

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

6
1.3 PARKING
1.3.1 All customers are provided with clear and well-maintained parking facilities.

1.3.1-3 Is the parking area suitable for customer vehicles, with designated spaces available?

Assessment Notes

The assessor will check all customers are provided with clear and well-maintained parking facilities by

- There is evidence that customer parking is managed to ensure there is sufficient provision with clearly
defined demarcated bays on a suitable surface for inbound customers.
- If no parking is available, there is a valet parking system in operation.
- The drive-in service lane is kept clear and ready to accept customer vehicles.

Reference Materials

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

- Purchase Experience Framework (PEF)
- Service Experience Framework (SEF)

7
1.4 INTERIOR APPEARANCE
1.4.1 The interior of the facility complies with the brand's approved design scheme.

Does the decoration, finishes and furniture, including signage in all customer facing areas
1.4.1-1
comply with the approved Jaguar Land Rover design scheme?

Assessment Notes

The assessor will check the interior of the facility complies with the brand's approved design scheme by
assessing the following:

- The interior appearance of the showroom and customer areas comply with either ARCH CI or Pre-
ARCH CI.

Note: The compliance to this criteria will be assessed by the Network team and provided to the assessor.

Self-Assessment only: The retailer will advise their compliance for this question.

Reference Materials

- Jaguar Land Rover Authorised Repairer Corporate Identity Manual (ARCH)

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

8
1.4 INTERIOR APPEARANCE
1.4.3 Customers are provided with appropriate hospitality facilities in a welcoming and well-maintained
waiting area.

Are a selection of complimentary hot and cold drinks and light food snacks available to
1.4.3-2
customers?

1.4.3-3 Is there complimentary customer Wi-Fi available?

1.4.3-4 Is a selection of the latest daily newspapers and monthly lifestyle magazines available?

Assessment Notes

The assessor will check customers are provided with appropriate hospitality facilities in a welcoming and well-
maintained waiting area by assessing the following:

- There is a self-service coffee/tea machine or host that makes fresh hot drinks and a selection of cold
drinks and light snacks are available for customers.
- The availability of Wi-Fi using the audit mobile device or smart phone, ensuring the service does not
contain any competitors branding/splash pages.
- Where Wi-Fi is not directly accessible, login details are visible in the waiting area or can be requested
from reception.
- Reading materials/magazines are dated within the current month, ‘family friendly’ and of
high quality.

Reference Materials

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

9
1.5 MAINTENANCE
1.5.1 The facility building and exterior areas are well-maintained and kept in good condition.

Is the outside face of the building, ground surfaces, pathways and landscaping clean,
1.5.1-1
presentable and fault free?

Assessment Notes

The assessor will check the facility building and exterior areas are well-maintained and kept in good condition
by assessing the following:

- No visible damage to glazing.

- Surfaces are free of damage, potholes and cracks.
- Free from litter.
- Landscaping is well maintained, with no overgrown shrubbery.
- All exterior signage is clean and in good condition.
- Customer walkways are clear, well maintained and in good condition
- Exterior lighting is clean and in good order with no visible broken or missing bulbs.

Reference Materials

- Service Experience Framework (SEF)

10
1.5 MAINTENANCE
1.5.2 The facility interior areas are clean, tidy and well-maintained for both customers and staff.

1.5.2-1 Are all customer facing areas kept clean and tidy and in fully functional order?

Assessment Notes

The assessor will check the facility interior areas are clean, tidy and well-maintained for both customers and
staff by assessing the following:

- The main reception and all customer facing areas are kept clean and tidy.
- Floors are kept clean, in good condition.
- Retailer customer hospitality equipment is operational and ready for use.
- Staff desks are clean and tidy.
- Displays are clean.
- Customer walkways are clear, well maintained and in good condition.
- Ceilings and/or tiles are clean and free from damage.
- Windows and doors are free from defects.
- Interior lighting must be clean and in good order with no visible broken or missing bulbs.

Reference Materials

- Service Experience Framework (SEF)

11
1.5 MAINTENANCE
1.5.3 Dedicated toilet facilities are available for customers within the building that are clean and well-
maintained.

1.5.3-2 Are the customer toilet facilities clean, well maintained and fully stocked?

Assessment Notes

The assessor will check dedicated toilet facilities are available for customers within the building and are clean
and well-maintained by assessing the following:

- The fittings are in working order with no signs of damage.

- There is sufficient toilet paper, liquid soap and individual hand towels. (Electric hand dryers and cotton-
towel rolls are acceptable as an alternative to hand towels.)
- There is a cleaning schedule in operation.
- Toilet maintenance and cleaning equipment is properly stored and out of sight.

Reference Materials

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

- Jaguar Land Rover Retail Environment and Point of Sale Manual (REPOS)
- Service Experience Framework (SEF)

12
1.5 MAINTENANCE
1.5.4 The workshop is clean, tidy and well maintained for both customers and staff.

1.5.4-2 Is the workshop environment kept clean, organised and in a fully functioning order?

Assessment Notes

The assessor will check the workshop is clean, tidy and well maintained for both customers and staff, by
assessing the following:

- The workshop floor is kept clean, free from spillages and trip hazards, with no damaged or loose tiles.
- Walkways are clear, well maintained and in good condition.
- The workshop walls are clean and free from damage.
- There are no inappropriate materials on display in the workshop
- Interior lighting is clean and in good order with no visible broken or missing bulbs.

Reference Materials

- Service Experience Framework (SEF)

13
1.6 VEHICLE STORAGE
1.6.1 The required actions for maintaining new Jaguar Land Rover vehicles are fulfilled.
!

Is there a New Vehicle Storage form fully completed for all vehicles including all required
1.6.1-3
battery checks?

Assessment Notes

The assessor will check the required actions for maintaining new Jaguar Land Rover vehicles are fulfilled by
assessing 5 random New Vehicle Sales Files for the following:

- Each file contains a fully completed Jaguar Land Rover New Vehicle Storage Form.

Reference Materials

- TOPIx

14
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2
SHOWROOM & DISPLAY AREAS
CONTENTS KEY
2.1 SHOWROOM VEHICLES P.16
Visual Check
2.2 PRODUCT INFORMATION P.19
2.3 ACCESSORIES & BRANDED GOODS P.21
Interview Questions

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

15
2.1 SHOWROOM VEHICLES
2.1.1 New vehicles on display are well-maintained for immediate customer viewing.

2.1.1-1 Are all vehicles on display:

- clean inside and out?

- free from faults and damage?
- free from transportation materials?

2.1.1-4 Do all new vehicles on display have a battery care solution in place?

Auditor Notes

The assessor will check new vehicles on display are well-maintained for immediate customer viewing by
assessing the following:

- All new vehicles on display are clean both inside and out, with Pre-Delivery Inspection (PDI) fully
completed and with all protective transportation materials removed.
- Showroom vehicles are undamaged and free from faults.
- Vehicles have the transit relay/transportation mode removed to ensure vehicles are fully operational
in the showroom allowing demonstration of features to customers.
- There is an approved battery care solution in place for every internal showroom display vehicle.
- Vehicles are connected to an approved battery conditioner and plugged into a power socket
set in the floor, directly underneath the vehicle to avoid trailing cables and improve
showroom aesthetics.
- If a floor-based power socket is not available, the approved Jaguar Land Rover slave battery
process is adhered to

Reference Materials

- Jaguar Land Rover Authorised Repairer Corporate Identity Manual (ARCH)

- Jaguar Land Rover Retail Environment and Point of Sale Manual (REPOS)
- Service Experience Framework (SEF)
- TOPIx

16
2.1 SHOWROOM VEHICLES
2.1.2 Showroom vehicles are displayed for customers in line with the Vehicle Display Guidelines published
by the brand.

Are vehicles arranged to enable the doors and tailgate/trunk to be opened without
2.1.2-1
obstruction, to enable both access and viewing?

Assessment Notes

The assessor will check showroom vehicles are displayed for customers in line with the Vehicle Display
Guidelines published by the brand by assessing the following:

- All showroom vehicles are arranged to allow doors and tailgate/trunk to fully open without
obstruction to enable access and viewing of the vehicle.

Reference Materials

- Jaguar Land Rover Authorised Repairer Corporate Identity Manual (ARCH)

- Jaguar Land Rover Retail Environment and Point of Sale Manual (REPOS)

17
2.1 SHOWROOM VEHICLES
2.1.3 The number and composition of the showroom vehicles meets the Jaguar Land Rover brand
requirements.

Are the required minimum number of vehicles on display according to showroom size and
2.1.3-1
the approved facility plan?

Does the composition matrix meet the brand requirements for model, trim level and factory-
2.1.3-2
fit options

Assessment Notes

The assessor will check the number and composition of the showroom vehicles meets the Jaguar Land Rover
brand requirements by assessing the following:

- The minimum of vehicles are on display in the showroom.

- There is at least one vehicle of high specification and one vehicle with factory-fit options?
- SVO: Where the Retailer sells Special Vehicle Operation (SVO) models, the required number and
composition of these vehicles are on display.

Reference Materials

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

- Jaguar Land Rover Retail Environment and Point of Sale Manual (REPOS)
- Regional Office/NSC model/specification guidelines.

18
2.2 PRODUCT INFORMATION
2.2.2 Showroom vehicles are displayed with the correct document detailing accurate specification
information.

Is the correct document displayed within the silent salesman and located alongside each
2.2.2-2
showroom vehicle?

Assessment Notes

The assessor will check showroom vehicles are displayed with the correct document detailing accurate
specification information by assessing the following:

- Each silent salesman contains a fully compliant vehicle specification sheet.

- Each document clearly identifies the model type, colour, vehicle price and any accessories or
options fitted.
- The CO2 Emission/Economy Sheet is displayed according to local market legislation.
- Any additional information displayed on the silent salesman is approved by the Regional
Office/NSC.
- SVO: The correct specification Special Vehicle Operation (SVO) Silent Salesman and specification
documents are in place where an SVO vehicle is on display.

Reference Materials

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

- Jaguar Land Rover Retail Environment and Point of Sale Manual (REPOS)

19
2.2 PRODUCT INFORMATION
2.2.3 Jaguar Land Rover vehicle colour and trim display units are prominently positioned within the brand
area showing the latest samples.

Is the approved colour and trim unit clean, tidy and neatly arranged, displaying all the latest
2.2.3-2
samples with outdated samples removed?

Assessment Notes

The assessor will check Jaguar Land Rover vehicle colour and trim display units are prominently positioned
within the brand area showing the latest samples by assessing the following:

- The colour and trim unit is clean, tidy and neatly arranged, displaying only the latest samples.
- SVO: The SVO Premium Palette must be present as part of the main colour and trim unit.

Reference Materials

- JLR Hub Bulletins

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)
- Jaguar Land Rover Retail Environment and Point of Sale Manual (REPOS)

20
2.3 ACCESSORIES & BRANDED GOODS
2.3.1 Accessories are displayed according to guidelines and are fitted to Showroom and Demonstrator
! vehicles.

Are accessory display units visible in customer-facing areas and merchandised according to
2.3.1-1
Guidelines?

2.3.1-2 Do showroom and demonstrator vehicles have accessories fitted?

Assessment Notes

The assessor will check accessories are displayed according to guidelines and are fitted to Showroom and
Demonstrator vehicles by assessing the following:

- The minimum number of accessory display units are visible in customer-facing areas and
merchandised according to guidelines
- The displays are free from dust and marks.
- All accessories listed on the product sheet are fitted to at least one Showroom vehicle and detailed on
the Silent Salesman specification sheet? These can be fitted on a single vehicle or fitted across up to
three vehicles.
- All accessories listed on the product sheet are fitted to at least one Demonstrator vehicle and
detailed on the specification sheet? These can be fitted on a single vehicle or fitted across up to three
vehicles.

Reference Materials

- Appendix 2.3.1 - Accessory Product Fitment List

- Jaguar Land Rover Gear Accessories Display Guidelines
- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)
- Jaguar Land Rover Retail Environment and Point of Sale Manual (REPOS)

21
2.3 ACCESSORIES & BRANDED GOODS
2.3.2 Branded goods are present in a customer area and displayed according to the Branded Goods Retail
! Guidelines.

Are branded goods display units visible in customer-facing areas and merchandised
2.3.2-1
according to guidelines?

2.3.2-2 Are the minimum selection of Branded Goods products on display?

Assessment Notes

The assessor will check branded goods are present in a customer area and displayed according to the Branded
Goods Retail Guidelines by assessing the following:

- The Branded Goods displays should be clean tidy and fully stocked.
- Jaguar and Land Rover products are clearly separated by brand.
- Branded Goods should not be displayed in the same units as Accessories.
- The minimum selection of mandatory Branded Goods products are on display according to the
Branded Goods Minimum Display List.

Reference Materials

- Appendix 2.3.2 – JLR Branded Goods display list

- Branded Goods Retail Guidelines

22
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3
BRAND COMMUNICATIONS
CONTENTS KEY
3.1 BRANDING & COMMUNICATIONS P.24
Visual Check

Interview Questions

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

23
3.1 BRANDING & COMMUNICATIONS
3.1.1 All customer-facing communications from the Retailer follow the Jaguar Land Rover Corporate
Identity (CI) guidelines.

3.1.1-1 Do all customer-facing branded stationery items comply with the CI guidelines?

3.1.1-2 Does any advertising published comply with the CI Guidelines?

3.1.1-3 Does the Retailer website comply with the CI guidelines?

Assessment Notes

The assessor will check all customer-facing communications from the Retailer follow the Jaguar Land Rover
Corporate Identity (CI) Guidelines by assessing the following:

- All branded stationery items comply with CI Guidelines.

- All advertising materials published comply with CI Guidelines.
- All Retailer website content complies with CI Guidelines.

Note: The compliance to criteria 3.1.1-3 will be assessed by the Network Development Team and provided to
the assessor.

Self-Assessment only: The retailer will advise their compliance for this question.

Reference Materials

- Email queries: brandsupport@[Link]

- [Link] – [Link]

24
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4
DATA MANAGEMENT
CONTENTS KEY
4.1 DATA PROVISION P.26
Visual Check

Interview Questions

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

25
4.1 DATA PROVISION
4.1.1
Customer data is provided to Jaguar land Rover in support of brand advised programmes.

Is there evidence to show regular (minimum weekly) customer data feeds are submitted to
4.1.1-1
support the Customer Experience Insight Programme (CEIP)?

Assessment Notes

The assessor will check customer data is provided to Jaguar land Rover in support of brand advised
programmes by assessing the following:

- There is evidence to show regular (minimum weekly) customer data feeds are submitted to support
the Customer Experience Insight Programme (CEIP).

Reference Materials

- Customer Experience Insight Programme (CEIP)

- Service Experience Framework (SEF)

26
4.1 DATA PROVISION
4.1.3 The required financial and operational data is submitted by the Retailer to the Business
Management Information (Composite) System monthly.

Is there evidence the Retailer submits their required financial and operational data to the
4.1.3-1
Business Management System on a monthly basis with 100% accuracy?

Assessment Notes

The assessor will check the required financial and operational data is submitted by the Retailer to the Business
Management Information (Composite) System each month by assessing the following:

- By checking the Data Quality Report available from the BMI System, there is evidence to show the
Retailer has submitted the required data each month (100% submissions) with 100% accuracy (with
no errors or warnings).

Reference Materials

- Business Management Information (Composite) System

27
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5
BUSINESS SYSTEMS
CONTENTS KEY
5.1 IT, EQUIPMENT & POLICY P.29
Visual Check

Interview Questions

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

28
5.1 IT, EQUIPMENT & POLICY
5.1.1 The facility provides high speed internet connectivity and access to all required business systems
allowing staff to perform their role.

Are the required high-speed internet connections in place supporting the minimum
5.1.1-1
download speeds?

Is internet connected IT equipment readily available to all staff who require access for their
5.1.1-2
role?

Does the facility have a DMS that meets the JLR criteria and is available to all staff who
5.1.1-3
require access for their role?

Assessment Notes

The assessor will check the facility provides high speed internet connectivity and access to all required
business systems allowing staff to perform their role by assessing the following:

- There is evidence the following dedicated secure connections are in place each supporting a minimum
download speed of 10mbps:
- Workshop diagnostic connection
- Customer complimentary Wi-Fi
- General sales/service connection
- Connected Car (SOTA)
- Sales Only: Vehicle configurator connection
- By selecting 2 random members of staff using IT equipment, there is evidence (from internet speed
tests) the download speeds on the workstation support a minimum speed of 10mbps.
- There is evidence that the Retailer DMS is from an approved supplier.
- The Retailer staff can demonstrate that the DMS in place incorporates the required
mandatory modules.

Reference Materials

- Internet speed test website (3rd party)

- JLR DMS Policy Document
- Retailer IT Manual
- Service Compliance Notifications (TOPIx) – Firewall & Antivirus
- TOPIx

29
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6
STAFF & COMPETENCY
CONTENTS KEY
6.1 ORGANISATION & STAFFING P.31
Visual Check
6.2 COMPETENCY P.33

Interview Questions

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

30
6.1 ORGANISATION & STAFFING
6.1.1 There is a current organisation chart in place showing staff names and roles.

6.1.1-1 Is there an organisation chart available showing management structure and key job roles?

Assessment Notes

The assessor will check there is a current organisation chart in place showing staff names and roles by
assessing the following:

- There is an organisation chart available signed by the Head of Business/General Manager including all
Retailer staff names and their job roles.
- The organisation chart should be dated no more than 3 months prior to the audit.
- The Head of Business (or their delegated authority) are accountable for ensuring system
access is provided to staff.
- There is a process in place for providing appropriate system level access following any staff
changes at the Retailer.

Reference Materials

- Retailer IT Manual

31
6.1 ORGANISATION & STAFFING
6.1.2 All key staff are in place or being recruited.

Are the minimum expected staff functions in place within the business as required by Jaguar
6.1.2-1
Land Rover?

6.1.2-3 Is there a minimum of:

- One L3 Technician (or Associate L3 if less than 5 Technicians)

- One L4 Technician

Assessment Notes

The assessor will check all key staff are in place or being recruited by assessing the following:

- The minimum staff functions are in place according to Table 1 in Appendix 6.1.2.
- There is at least one Level 3 Technician and one Level 4 Technician.

Reference Materials

- Appendix 6.1.2_A – Minimum Technician Staffing Matrix

- Regional Office guidelines (Staffing Ratios)

32
6.2 COMPETENCY
6.2.1 All staff in mandated job roles are registered and enrolled on the Excellence Learning Management
System.

6.2.1-1 Are all staff enrolled and registered on Excellence?

Assessment Notes

The assessor will check all staff in mandated job roles are registered and enrolled on the Excellence Learning
Management System by assessing the following:

- There is evidence all staff are enrolled on the Excellence Learning Management System with a DSL ID
allocated
- Check 5 random Excellence registrations match personnel identified in the Organisation
chart.

Reference Materials

- Jaguar Excellence
- Land Rover Excellence

33
6.2 COMPETENCY
6.2.2 All staff to have completed mandatory training as required by Jaguar Land Rover.

6.2.2-1 Do all members of staff have a training and development plan for the year?

Have staff completed all mandatory training for new product launch and supplementary
6.2.2-2
learning?

Have staff completed all mandatory training for customer experience learner journeys and
6.2.2-3
supplementary learning?

Have staff completed all mandatory training to achieve 1x level 3 and 1x level 4 Technician
6.2.2-4
and supplementary learning?

Assessment Notes

The assessor will check all staff have completed mandatory training as required by the brand by assessing 3
randomly selected Staff Records for the following:

- There is a training plan in place for the randomly selected members of staff.

Note: The compliance to criteria 6.2.2-2 – 6.2.2-4 will be assessed by the Network Development Team and
provided to the assessor:
- Excellence records support mandatory training for new product launch and supplementary learning
has been undertaken.
- Excellence records support mandatory training for customer experience learner journeys and
supplementary learning has been undertaken.
- Excellence records support mandatory training to achieve 1x Level 3 and 1x Level 4 Technicians and
supplementary learning has been undertaken.

Self-Assessment only: The retailer will advise their compliance for this question.

Reference Materials

- Jaguar Excellence
- Land Rover Excellence
- NSC / Regional Office – Mandatory Training List (Learner Journeys)

34
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7
CUSTOMER HANDLING
CONTENTS KEY
7.1 DATABASE P.36
Visual Check
7.2 LEAD MANAGEMENT P.37
7.3 EMAIL HANDLING P.38
Interview Questions
7.4 CUSTOMER CONTACT & P.39
MANAGEMENT
Document Check
7.5 CUSTOMER SATISFACTION P.43

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

35
7.1 DATABASE
7.1.1 All customer and vehicle details are recorded in the database systems for both Sales and Aftersales
events.

Is the database regularly maintained to update records for active customers and cleansed
7.1.1-2
for customers who have since left the brand?

Assessment Notes

The assessor will check all customer and vehicle details are recorded in the database systems for both Sales
and Aftersales events by assessing the following:

- By checking database records, there is evidence information submitted is complete, accurate and up-
to-date.
- The customer is made aware of how personal data will be processed and the purposes for
which the data has been collected.
- Processing of customer data (including collection, storage and exchange), will be subject to
the principles of the local market legislation.
- A database Maintenance and cleansing process is in place.

Reference Materials

- Global Lead Management Manual (GLMM)

- Service Experience Framework (SEF)

36
7.2 LEAD MANAGEMENT
7.2.1 There is a process in place for the management of prospective customers.

Is there evidence that leads are being loaded and actioned in the Lead Management System
7.2.1-1
(LMS) in the required timeframe?

Is there evidence that lost leads are passed to the designated Lost Lead resource within 48
7.2.1-4
hours?

Assessment Notes

The assessor will check there is a process in place for the management of prospective customers by assessing
the following:

- There is evidence that the Retailer loads central and Retailer generated data into the LMS.
- There is evidence Lost Leads are passed to the Lost Lead Resource within (8 hours for
central /retailer leads or 72 hours for central/local events)
- There is evidence that lost leads are passed to the Lost Lead resource within 48 hours.

Reference Materials

- Global Lead Management Manual (GLMM)

- Lead Management System Requirements (Global Retailer Portal)
- Purchase Experience Framework (PEF)

37
7.3 EMAIL HANDLING
7.3.2 All inbound emails are professionally and promptly answered.
!

Are emails received within the business, whether direct from the customer or from the
7.3.2-1
website, responded to within 4 hours?

Assessment Notes

The assessor will check emails are professionally and promptly answered by assessing the following:

- There is evidence inbound email enquiries are responded to within the deadline.

Reference Materials

- Global Lead Management Manual (GLMM)

- Purchase Experience Framework (PEF)
- Service Experience Framework (SEF)

38
 CUSTOMER CONTACT &
7.4
MANAGEMENT
7.4.1 Detailed price estimates are provided for all retail customers prior to the commencement of work.

Are the price estimates provided to customers recorded on the customer order or
7.4.1-1
customer/vehicle database?

7.4.1-2 Do price estimates show a full breakdown of costs to include parts, labour and local taxes?

Assessment Notes

The assessor will check detailed price estimates are provided for all retail customers prior to the
commencement of work by assessing 5 random Repair Orders for the following:

- The preliminary estimates are recorded on the Repair Order or DMS booking system
- All estimates provide a full and detailed breakdown of charges.

Reference Materials

- Jaguar & Land Rover Electronic Parts Catalogues

- JLR Service Menu Pricing System
- Service Experience Framework (SEF)
- TOPIx

39
 CUSTOMER CONTACT &
7.4
MANAGEMENT
7.4.2 Planned service and repair work is scheduled within the maximum lead-times identified by Jaguar
! Land Rover.

Is the lead time for a service and/or repair booking a maximum of 3 working days where no
7.4.2-1
onward mobility is required?

Is the lead time for a service and/or repair booking a maximum of 5 working days where
7.4.2-2
onward mobility is required?

Assessment Notes

The assessor will check planned service and repair work is scheduled within the maximum lead-times identified
by Jaguar Land Rover by assessing the following:

Where no onward mobility is required:

- The service and/or repair booking meets the lead time of 3 working days.

Where onward mobility is required:

- The service and/or repair booking meets the lead time of 5 working days and there is availability of
either a courtesy car or a collection/delivery.

Reference Materials

- Workshop booking diary/system

40
 CUSTOMER CONTACT &
7.4
MANAGEMENT
7.4.3 A range of alternative transport/mobility solutions are offered that meet the expectations of the
customer.

Are customers offered a personalised mobility solution that meets their requirements, with
7.4.3-1
policies explained?

Assessment Notes

The assessor will check a range of alternative transport/mobility solutions are offered that meet the
expectations of the customer by assessing the following:

- All customers are offered at least one of the mobility solutions:

- While you wait lounge
- Collection and delivery
- Drop off service
- Premium taxi
- Chauffeur service
- Shuttle service
- Courtesy car

- There is a clear process for explaining the alternative transport policy to customers.

Reference Materials

- Service Experience Framework (SEF)

41
 CUSTOMER CONTACT &
7.4
MANAGEMENT
7.4.4 Customers are contacted after a sales handover, service event or demonstration drive to ensure full
satisfaction.

Are all customers followed-up within 2 working days of their sales vehicle handover, service
7.4.4-1
event or demonstration drive?

Is there a contact plan in place that suits the customer requirements, taking into account
7.4.4-2
their preferred method of contact for all sales and service events.

Assessment Notes

The assessor will check customers are contacted after a sales handover, service event or demonstration drive
to ensure full satisfaction by assessing the following:

Sales Handover/Demonstration drive:

5 random New Vehicle Sales files to ensure:
- A sales staff member contacts the customer within 2 working days to ensure they are satisfied with
the vehicle, specifically the operation of controls and accessories.

Service Event:
5 random Repair Orders to ensure:
- A service staff member contacts the customer within 2 working days to ensure they are satisfied with
the vehicle, specifically the work completed.
- There is a contact plan for the customer and it is recorded within the DMS, CRC or an alternative
database.

Reference Materials

- Purchase Experience Framework (PEF)

- Service Experience Framework (SEF)

42
7.5 CUSTOMER SATISFACTION
7.5.1 Customer complaints are recorded and handled in a robust and timely manner.

7.5.1-1 Are all customer complaints acknowledged within 24 hours of receipt?

Is there a documented process in place for handling customer complaints and identifying
7.5.1-2
follow-up actions?

Is there evidence that negative survey results are responded to and resolved accordingly,
7.5.1-4
with identification of root cause?

Assessment Notes

The assessor will check customer complaints are recorded and handled in a robust and timely manner by
assessing the following:

- All customer complaints are acknowledged in writing within 24 working hours of receipt (hard copy or
email acceptable)
- A documented process for handling customer complaints and identifying follow-up actions is in use.
- CEIP Red Flag results are responded to and resolved accordingly.

Reference Materials

- Customer Experience Insight Programme (CEIP)

- Service Experience Framework (SEF)

43
 16 12 13 14 15 5

8
SERVICE EXPERIENCE
CONTENTS KEY
8.1 SERVICE & PARTS PLANNING P.45
Visual Check
8.2 VEHICLE DROP-OFF P.48
8.3 DIAGNOSIS & REPAIR QUALITY P.53
Interview Questions
8.4 VEHICLE COLLECTION P.57

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

44
8.1 SERVICE & PARTS PLANNING
8.1.1 All service and repair bookings are checked for vehicle history, outstanding campaigns and previous
carry-over work.

Is there evidence that vehicle history, outstanding service actions, recalls, potential warranty
8.1.1-1
restrictions, repeat repairs and carry-over work has been checked, including work
outstanding from a previous eVHC?

Assessment Notes

The assessor will check all service and repair bookings are checked for vehicle history, outstanding campaigns
and previous carry-over work by assessing 5 random Repair Orders for the following:

- The vehicle history has been checked for outstanding service actions, recalls, potential warranty
restrictions, repeat repairs and carry-over work.
- Evidence examples are Warranty & eVHC print outs, cross referenced to the previous job
card.

Reference Materials

- Global Warranty Compliance and Procedures Manual

- Jaguar Land Rover Warranty System
- Service Experience Framework (SEF)
- TOPIx

45
8.1 SERVICE & PARTS PLANNING
8.1.2 Parts pre-planning takes place to ensure that known required parts are ordered (and allocated) in
advance.

8.1.2-1 Is there evidence to support that parts pre-planning has taken place?

Assessment Notes

The assessor will check parts pre-planning takes place to ensure that known required parts are ordered (and
allocated) in advance by assessing the following:

- There is a working process for parts pre-planning 24 hours prior to customer arrival.

Reference Materials

- Service Experience Framework (SEF)

46
8.1 SERVICE & PARTS PLANNING
8.1.3 The customer is contacted at least 24 business hours before the appointment to confirm their
booking requirements.

Is there evidence to support that there is a pre-arrival contact process in place to confirm
8.1.3-1
arrangements with the customer?

Assessment Notes

The assessor will check the customer is contacted at least 24 business hours before the appointment to
confirm their booking requirements by assessing 5 random Repair Orders for the following:

- For all vehicles scheduled to arrive on the next working day, customers have received a pre-arrival
contact via their preferred method, including the following:

- Work to be carried out

- Time of arrival
- Estimated completion time
- Estimated cost (where applicable)
- Location and opening hours (if necessary)
- Alternative mobility arrangements (where required)
- Courtesy vehicle process requirements:
- Driving licence & insurance documentation
- Confirmation of contact are recorded on either the Repair Order or in the DMS. Any failed contact
attempts must also be recorded.

Reference Materials

- CRM System
- Service Experience Framework (SEF)

47
8.2 VEHICLE DROP-OFF
8.2.1 A Globally approved electronic Vehicle Health Check (eVHC) system is in operation.

Is an eVHC completed on at least 80% of customer vehicles that enter the workshop,
8.2.1-2
including retail and warranty work?

Can the Service Manager/Aftersales Manager provide evidence to demonstrate the diarising
8.2.1-4
of deferred work, including a customer follow-up process?

Is there an approved Video Capture (VC) system in use to provide detail of identified
8.2.1-5
red/amber work to customers regarding their service or repair?

Assessment Notes

The assessor will check a globally approved eVHC system is in operation by assessing 5 random Repair Orders
completed in the last month for the following:

- There is a completed eVHC on 80% of all retail and warranty throughputs.

- There is evidence a process is in place for diarising and follow-up for eVHC red/amber work.
- There is evidence of video creation sent to customers for identified eVHC work.

Reference Materials

- Appendix 8.2.1a – electronic Vehicle Health Check (eVHC) details.

- Appendix 8.2.1b – Video Capture (VC) functionality.
- Global Retailer Portal – eVHC Tool-kit.

48
8.2 VEHICLE DROP-OFF
8.2.2 Qualified technicians are used to ensure effective diagnostic vehicle drives.

8.2.2-1 Are suitably qualified technicians available to accompany diagnostic vehicle drives?

Are diagnostic and/or road test check sheets used for capturing information to support an
8.2.2-3
effective repair process?

Assessment Notes

The assessor will check qualified technicians are used to ensure effective diagnostic vehicle drives by assessing
the following:

- Qualified technician staff (at least Level 3) are available to carry out diagnostic vehicle drives at the
request of customers.
- There is evidence of a Diagnosis or Road Test Check Sheet in place to capture technician or customer
feedback in support of the repair process.

Reference Materials

- Service Experience Framework (SEF)

49
8.2 VEHICLE DROP-OFF
8.2.4 There is a process in place to ensure authorisation for additional work over the original repair is
obtained and agreed prior to fulfilment.

Is there evidence of a process being used for the agreement of additional work with
8.2.4-1
customers?

Assessment Notes

The assessor will check there is a process in place to ensure authorisation for additional work over the original
repair is obtained and agreed prior to fulfilment by selecting 5 random Repair Orders and assessing the
following:

- There is a documented process for informing and gaining agreement for additional work requirements
from customers.

Reference Materials

- Service Experience Framework (SEF)

50
8.2 VEHICLE DROP-OFF
8.2.5 Courtesy vehicles meet the expectations of Jaguar Land Rover and the customer.

Does the Retailer run a courtesy vehicle programme, with the number of vehicles meeting
8.2.5-2
the requirements of the customer and Jaguar Land Rover?

Assessment Notes

The assessor will check courtesy vehicles meet the requirements of the Jaguar Land Rover and the customer
by assessing the following:

- There is a courtesy vehicle programme in place and operating premium quality vehicles (either
franchise-owned or hired).
- It is preferred that Retailers operate courtesy vehicles aligned to the brand.
- The number of courtesy vehicles being operated adheres to the minimum quantity identified in the
turn-around time calculation.

Reference Materials

- Appendix 8.2.5 – Turn-around time guidelines

- Service Experience Framework (SEF)

51
8.2 VEHICLE DROP-OFF
8.2.6 Courtesy vehicles are clean, tidy and fuelled, with return and insurance arrangements discussed and
agreed.

8.2.6-1 Are courtesy vehicles ready for delivery, clean and appropriately fuelled?

Can a process be demonstrated that ensures the return and insurance arrangements are
8.2.6-2
discussed and agreed?

Assessment Notes

The assessor will check courtesy vehicles are in a clean, tidy and fuelled condition, with return and insurance
arrangements discussed and agreed by assessing the following:

- There are two vehicles awaiting customer collection clean, undamaged and appropriately fuelled.
- Vehicles may be checked prior to Retailer opening and customer collection.
- The Service Advisor can demonstrate the process for ensuring customers receive a detailed
explanation of insurance and return procedures.

Reference Materials

- Service Experience Framework (SEF)

52
8.3 DIAGNOSIS & REPAIR QUALITY
8.3.1 The correct process is followed for Technical Assistance (TA) requests in-line with current Global
! Concern Management (GCM) guidelines.

Where the Technical Support team have provided a solution, is the TA closed within 24
8.3.1-3
hours of completion of the repair?

Assessment Notes

The assessor will check the correct process is followed for Technical Assistance (TA) requests in-line with
current Global Concern Management (GCM) guidelines by assessing 2 random closed TA Requests for the
following:

- Where the Technical Support team have provided a solution, the TA is closed within 24hrs of the last
timestamp on the jobcard.

Reference Materials

- Appendix 8.3.1 – GCM assessment guideline

- GCM – Global Concern Management system

53
8.3 DIAGNOSIS & REPAIR QUALITY
8.3.2 The latest Jaguar Land Rover service schedules are in use for maintenance work.

8.3.2-1 Are the correct Jaguar Land Rover maintenance schedules in use?

Assessment Notes

The assessor will check the latest Jaguar Land Rover service schedules are in use for maintenance work by
assessing 5 random Repair Orders for the following:

- Where vehicles have undergone routine service, the most up to date schedule for the correct model is
attached and completed.
- These are generated from TOPIx and by VIN or from an approved Jaguar Land Rover menu
pricing system.

Reference Materials

- Service Experience Framework (SEF)

- TOPIx

54
8.3 DIAGNOSIS & REPAIR QUALITY
8.3.3 The Jaguar Land Rover Quality Check system is used for completing finished vehicle quality checks.
!

Is the Jaguar Land Rover Quality Check system v5 used and quality checks performed on
8.3.3-1
25% of ALL workshop throughput?

Is there evidence that all failed quality checks are analysed by the service department
8.3.3-3
management team and actions documented, communicated and followed up with
appropriate members of staff?

Is there evidence that the quality check process is being used to assess all types of
8.3.3-4
workshop activity which includes retail, warranty, and internal (PDI) work?

8.3.3-5 Is there evidence that a Quality Check is being used for all Repeat Repairs?

Assessment Notes

The assessor will check the Jaguar Land Rover Quality Check system is used for completing finished vehicle
quality checks by assessing the following:

- The Jaguar Land Rover Quality Check system v5 is in use with checks performed on 25% of all
workshop throughput.
- Failed Quality checks are shared with the team, raised with individual technicians and/or workshop
processes and improvements identified.
- There is evidence of quality checks to assess retail, warranty and internal (PDI) work.
- Evidence of all Quality Checks on Repeat Repairs are documented on the v5 System, and the Repeat
Repair Log.

Reference Materials

- Appendix 8.3.3 – Quality Check v5 Auditor Guidelines

- Service Experience Framework (SEF)

55
8.3 DIAGNOSIS & REPAIR QUALITY
8.3.4 Customer vehicles and their possessions are adequately protected whilst in the workshop.

8.3.4-1 Do vehicles undergoing repair have all appropriate car protection fitted (interior/exterior)?

Are customer possessions from the vehicle and displaced components stored safely and
8.3.4-2
securely?

Assessment Notes

The assessor will check customer vehicles and their possessions are adequately protected whilst in the
workshop by assessing the following:

- Interior protection is in use for all vehicles in the workshop including seat cover, steering wheel cover
and foot-well.
- Exterior protection is in use for all vehicles in the workshop including front/wing protective covers.
- Technicians and workshop personnel working on or near vehicles should use protection to prevent
vehicle damage.
- There is a process in place to ensure customer possessions and displaced components are stored
safely, securely and are identifiable.

Reference Materials

- Appendix 8.3.4 – Interior & Exterior Protection

- Service Experience Framework (SEF)
- TOPIx

56
8.4 VEHICLE COLLECTION
8.4.1 Customers will receive a detailed explanation of the work undertaken on the vehicle in a clear and
understandable manner.

Do customers receive a detailed explanation of work completed on their vehicle, including

8.4.1-1
advice on any outstanding items or further work required?

Assessment Notes

The assessor will check customers will receive a detailed explanation of the work undertaken on the vehicle in
a clear and understandable manner by assessing 2 Service or Repair vehicle handovers for the following:

- Customers receive a detailed explanation of work completed including an eVHC summary, invoice and
any changes from the original estimate.
- Customers are advised of any outstanding work on the vehicle including further work required and a
follow up visit is scheduled in the DMS.

Reference Materials

- Service Experience Framework (SEF)

57
8.4 VEHICLE COLLECTION
8.4.2 The Retailer offers reminder and pre-booking services to promote customer retention.

Is an approved Online Service Booking (OSB) system in operation with evidence that it is in
8.4.2-2
use?

Assessment Notes

The assessor will check the Retailer offers reminder and pre-booking services to promote customer retention
by assessing 5 random OSBs within the last 2 months for the following:

- Confirmation of customer booking sent for the date and time requested.
- Reminder email or call prior to the confirmed booking date.

Reference Materials

- Appendix 8.4.2 – Online Service Booking requirements

- Service Experience Framework (SEF)

58
8.4 VEHICLE COLLECTION
8.4.3 Genuine Jaguar Land Rover parts are differentiated from non-genuine parts on every invoice.

8.4.3-1 Is there a clear differentiation on the invoice between genuine and non-genuine parts?

Assessment Notes

The assessor will check genuine Jaguar Land Rover parts are differentiated from non-genuine parts on every
invoice by assessing 5 randomly selected invoices for the following:

- There is a clear differentiation of genuine and non-genuine parts used in the repair.

Reference Materials

- Service Experience Framework (SEF)

59
8.4 VEHICLE COLLECTION
8.4.4 Following a service or repair visit, customer vehicles are returned cleaned as a complementary
service.

8.4.4-1 Does every customer vehicle receive a complementary service wash & vacuum?

Assessment Notes

The assessor will check following a service or repair visit, customer vehicles are returned cleaned as a
complimentary service by assessing 2 vehicles pending collection for the following:

- Exterior vehicle wash and dry

- Interior vacuum
- Litter removal

Note: The compliance to this standard will be subject to any legislation or water restrictions in place within the
market.

Reference Materials

- Service Experience Framework (SEF)

60
 16 12 13 14 15 5

9
SALES EXPERIENCE
CONTENTS KEY
9.1 DEMONSTRATION DRIVES P.62
Visual Check
9.2 DEMONSTRATOR VEHICLES P.64
9.3 PRE-DELIVERY PREPARATION P.65
Interview Questions
9.4 HANDOVER P.68

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

61
9.1 DEMONSTRATION DRIVES
9.1.1 All qualified customer prospects are offered an unaccompanied demonstration drive at a time
convenient for them.

Do booking records clearly show when customers have been offered demonstration drives
9.1.1-1
and also when they have participated in one?

9.1.1-3 Have designated routes been established to fully demonstrate the vehicle’s capabilities?

Assessment Notes

The assessor will check all qualified customer prospects are offered a demonstration drive at a time convenient
for them by assessing the following:

- There is a demonstration drive booking process and log in use.

- Designated routes are planned to demonstrate the vehicle capabilities.
- Routes are chosen based on the customer’s vehicle type or feature interests.

Reference Materials

- Purchase Experience Framework (PEF)

62
9.1 DEMONSTRATION DRIVES
9.1.2 Demonstrator vehicles on display are prepared to offer immediate test drives for the customer.

9.1.2-1 Are all vehicles situated in a suitable area and clearly identified as a demonstrator model?

Are all demonstrator vehicles clean, free from damage or faults, clear of any personal
9.1.2-2
belongings and operating a "no-smoking" policy?

9.1.2-4 Are demonstrator vehicles fuelled to at least a ¼ full tank?

Assessment Notes

The assessor will check demonstrator vehicles on display are prepared to offer immediate test drives for the
customer by assessing the following:

- All demonstrator vehicles are available during business opening hours and displayed in an area set
aside for demonstrator parking.
- All demonstrator vehicles are ready for immediate demonstration and are clean, free from damage,
clear of any personal belongings and operating a “no-smoking” policy.
- All demonstrator vehicles are maintained at a minimum fuel level of ¼ of a tank.

Reference Materials

- Purchase Experience Framework (PEF)

63
9.2 DEMONSTRATOR VEHICLES
9.2.1 The number and model mix of demonstrator vehicles meets the requirements of Jaguar Land Rover.

9.2.1-1 Are the correct number and model mix of demonstrator vehicles being operated?

Do the demonstrator vehicles display a range of specifications and optional extras (the
9.2.1-2
vehicle should not be priced and advertised for sale)?

Assessment Notes

The assessor will check the number and model mix of demonstrator vehicles meets the requirements of Jaguar
Land Rover by assessing the following:

- The demonstrator fleet complies with the brand's volume matrix based on annual supply agreement
totals.
- The demonstrator fleet showcases a range of specifications and factory-fit options including one
demonstrator of high specification with factory-fit options.

Reference Materials

- NSC/Regional Office - Demonstrator Matrix

64
9.3 PRE-DELIVERY PREPARATION
9.3.1 Customers are kept fully informed of the progress of their vehicle purchase.

9.3.1-1 Is there evidence for keeping customers informed of progress for all sales activities?

Assessment Notes

The assessor will check customers are kept fully informed of the progress of their vehicle purchase by
assessing 5 random New Vehicle Sales Files for the following:

- Evidence to show staff maintain regular customer with customer to provide progress update(s) on
vehicle purchase.
- For long lead-time ensure customer contact occurs a minimum of once every two months.

Reference Materials

- Purchase Experience Framework (PEF)

65
9.3 PRE-DELIVERY PREPARATION
9.3.2 A full Pre-Delivery Inspection is carried out by an Authorised Repairer before a vehicle is put on
display or presented to the customer.

Do vehicle records show that an Authorised Repairer has undertaken the Pre-Delivery
9.3.2-1
Inspection in accordance with Jaguar Land Rover requirements?

Assessment Notes

The assessor will check a full Pre-Delivery Inspection is carried out by an Authorised Repairer before a vehicle is
put on display or presented to the customer by assessing 5 random New Vehicle Sales Files for the following:

- Pre-Delivery Inspection (PDI) is carried out on all vehicles according to the manufacturer guidelines
before the vehicle is put on display.
- The official PDI document is fully completed for each vehicle, including both the vehicle details as well
as the Technician's name, signature and date.
- If a sales-only business, evidence of a contract or agreement with a sub-contractor to carry
out the PDI is provided.
- A copy of the transportation schedule is kept if the car has its PDI carried out at a site over
2km away from the showroom.

Reference Materials

- TOPIx

66
9.3 PRE-DELIVERY PREPARATION
9.3.3 The vehicle condition, specification and personalisation to the customer's requirements is checked
prior to handover.

Is the condition of the vehicle checked and confirmed at the point of delivery and again
9.3.3-1
immediately prior to handover to ensure it is free from damage?

Do records show that the vehicle personalisation requirements are checked prior to
9.3.3-3
handover?

Assessment Notes

The assessor will check the vehicle condition, specification and personalisation to the customer’s requirements
is checked prior to handover by assessing 5 random New Vehicle Sales Files for the following:

- Vehicle condition checked to ensure it is free from damage at the point of delivery and prior to
handover.
- Customer Personalisation Record has been used (where requested by customer)

Reference Materials

- Purchase Experience Framework (PEF)

- TOPIx

67
9.4 HANDOVER
9.4.1 The customer handover area is in-line with Jaguar Land Rover requirements.

9.4.1-1 Are customer handovers conducted indoors within a designated area?

Assessment Notes

The assessor will check the customer handover area is in-line with Jaguar Land Rover requirements by
assessing the following:

- Customer handovers are conducted in a designated area, inside of the facility or from an adjacent
indoor area close to vehicle access doors, for ease of vehicle entry/exit.
- Sufficient room is provided so that the customers can walk around their vehicle with all the doors and
tailgate/trunk open.
- A comfortable seating area should be provided next to the car where customers can sit and sign any
final documentation.

Reference Materials

- Jaguar Land Rover Retail Corporate Identity Manual (ARCH)

- For Pre-ARCH refer to Local Network Manager.
- Purchase Experience Framework (PEF)

68
9.4 HANDOVER
9.4.2 The vehicle operating controls and key features are demonstrated with relevant manufacturer and
business services/procedures explained to the customer.

Are the official checklists and guides used by staff when preparing for and conducting
9.4.2-1
vehicle handovers to ensure that the relevant actions and explanations have been
completed?

Assessment Notes

The assessor will check the vehicle operating controls and key features are demonstrated with relevant
manufacturer and business services/procedures explained to the customer by assessing 5 random New Vehicle
Sales Files for the following:

- There is a fully completed Handover Record Checklist including evidence the Feature Reference
Guides are in use to support the handover process.

Reference Materials

- Jaguar Land Rover Handover and Feature Reference Guides

- Purchase Experience Framework (PEF)
- TOPIx

69
 16 12 13 14 15 5

10
TOOLS, EQUIPMENT & DIAGNOSTICS
CONTENTS KEY
10.1 HAND TOOLS P.71
Visual Check
10.2 GENERAL EQUIPMENT P.72
10.3 SPECIALIST TOOLS P.73
Interview Questions
10.4 PROTECTIVE EQUIPMENT P.74
10.5 DIAGNOSTICS P.75
Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

70
10.1 HAND TOOLS
10.1.1 The workshop is equipped with the latest required range of Minimum Standard Hand Tools in good
! condition and located appropriately .

10.1.1-1 Is the Minimum Standard Hand Tool self-audit available and up-to-date?

Are all items in the randomised Minimum Standard Hand Tools list available and in good
10.1.1-2
condition?

Assessment Notes

The assessor will check the workshop is equipped with the latest required range of Minimum Standard Hand
Tools, in good condition and located appropriately by assessing the following:

- The workshop has completed a self-audit using the Tooling & Equipment web application within the
last 3 months to ensure that all mandatory items are readily available to technicians.
- Tools are regularly checked for damage with a process in place to report when replacements are
required.
- From a random selection of items from the Minimum Standard Hand Tools in the Tooling & Equipment
web application, the workshop can demonstrate their availability, condition and location.
- If any tools from the random selections are missing/damaged but are ordered whilst the
audit is in progress, the workshop is able to provide evidence of a valid order from the
approved tool supplier.

Reference Materials

- Tooling & Equipment web application – Minimum Standard Hand Tools

- (Refer to NSC/Regional office for market specific URL)

71
10.2 HAND TOOLS
10.2.1 The workshop is equipped with the latest required range of Minimum Standard General Equipment,
! in good condition, calibrated and located appropriately or the repairer has access to an approved
local loan tool program.

10.2.1-1 Is the Minimum Standard General Equipment self-audit checklist available and up-to-date?

Are all items in the randomised Minimum Standard General Equipment list available and in
10.2.1-2
good condition, or accessible from the approved local loan tool program within 24 hours?

10.2.1-3 Is all equipment required by local market legislation calibrated and appropriately certified?

Assessment Notes

The assessor will check the workshop is equipped with the latest required range of Minimum Standard General
Equipment, in good condition, calibrated and located appropriately or the repairer has access to an approved
local loan tool program by assessing the following:
- The workshop has completed a self-audit using the Tooling & Equipment web application within the
last 3 months to ensure that all mandatory items are readily available to technicians.
- From a random selection of items from the Minimum Standard General Equipment in the Tooling &
Equipment web application, the workshop can demonstrate their availability, condition and location.
- Every repairer is registered to the Automatic Tool Supply Process (ATSP).
- No Showroom battery conditioner is required for a Service only Retailer
- Where a third party provider is used for the provision of a service (e.g. 4-Wheel alignment), copies of
documentary evidence on contractual provider, approved equipment, training and calibration must
also be uploaded to the Audit System.
- Tools are regularly checked for damage with a process in place to report when replacements are
required.
- If any equipment from the random selections are missing/damaged but are ordered whilst
the audit is in progress, the workshop is able to provide evidence of a valid order from the
approved tool supplier.
- For all equipment requiring periodic calibration and certification, does the workshop have a list
including the equipment supplier, required calibration interval, last calibrated date and next
calibration date. (Note: A list provided by the outsourced calibration service is not sufficient).

11
Continued …
72
10.2 HAND TOOLS
Reference Materials
- Appendix 10.2.1a – Outsourcing and Calibration Guidelines
- Automatic Tool Supply Process (ATSP) – See TOPIx for latest SCN
- Tooling & Equipment web application – Minimum Standard Specialist Tools
‒ (Refer to NSC/Regional office for market specific URL)

73
10.3 SPECIALIST TOOLS
10.3.1 The workshop is equipped with the latest required range of Jaguar Land Rover Minimum Standard
! Specialist Repair Tools, in good condition and located appropriately or the repairer has access to an
approved local loan tool program.

Is a copy of the Minimum Standard Specialist Repair Tool self-audit checklist available and
10.3.1-1
up-to-date?

Are all tools in the randomised Minimum Standard Specialist Repair Tools list available and in
10.3.1-2
good condition, or accessible from the approved local loan tool program within 24 hours?

Are the tools stored appropriately, either mounted on dedicated shadow boards, tool
10.3.1-3
carousels, kept in storage cabinets or stored in the Parts department using a binning
system?

Assessment Notes

The assessor will check the workshop is equipped with the latest required range of Minimum Standard
Specialist Repair Tools, in good condition and located appropriately or the repairer has access to an approved
local loan tool program by assessing the following:
- The workshop has completed a self-audit using the Tooling & Equipment web application within the
last 3 months to ensure that all mandatory items are readily available to technicians.
- From a random selection of items from the Minimum Standard Specialist Repair Tools in the tooling
and web application, the workshop can demonstrate their availability, condition and location.
- Every repairer is registered to the Automatic Tool Supply Process (ATSP).
- Tools are regularly checked for damage with a process in place to report when replacements are
required.
- If any equipment from the random selections are missing/damaged but are ordered whilst
the audit is in progress, the workshop is able to provide evidence of a valid order from the
approved tool supplier.

Reference Materials

- Automatic Tool Supply Process (ATSP) – See TOPIx for latest SCN
- Tooling & Equipment web application – Minimum Standard Specialist Tools
‒ (Refer to NSC/Regional office for market specific URL)

74
10.4 PROTECTIVE EQUIPMENT
10.4.1 There is access to appropriate Personal Protective Equipment (PPE) within the workshop.

10.4.1-1 Is PPE available and in good order?

Assessment Notes

The assessor will check there is access to appropriate Personal Protective Equipment (PPE) within the
workshop by assessing the following:

- Technicians have access to all the mandatory Personal Protective Equipment as required by local
market legislation.
- All PPE used by technicians is to the right standard and in good condition.
- Any missing or damaged items identified as part of this process have replacements ordered
immediately.
- PPE to support Electric Vehicles (EV’s) should also be used where sold and/or serviced in
market.

Reference Materials

- Market defined PPE requirements (Refer to NSC / Regional Office)

- Tooling & Equipment web application – Minimum Standard General Equipment

75
10.5 DIAGNOSTICS
10.5.1 The workshop is equipped with the approved diagnostic equipment and the right quantity to support
vehicle throughput.

Is there one diagnostic station (with connected BSU) per two Technicians with minimum of
10.5.1-1
two units in use?

Is there a high speed internet connection provided specifically for the diagnostic units in the
10.5.1-2
workshop?

Assessment Notes

The assessor will check the workshop is equipped with the approved diagnostic equipment, and the right
quantity to support vehicle throughput by assessing the following:

- There is approved diagnostic equipment in operation to meet a ratio of at least one per two
technicians.
- There is a minimum of two approved units in use.
- Each approved diagnostic unit is paired with a Battery Support Unit (BSU) to maintain battery charge
levels during diagnostic work.
- A dedicated, high-speed internet wireless connection is provided for the workshop (10 mbps
minimum).
- There is a minimum download speed of 2mbps per diagnostic machine in the workshop (e.g. If the
workshop has 10 machines, a minimum 20mbps is required).

Reference Materials

- Diagnostic Software level reference update (TOPIx & NSC)

- Jaguar Land Rover Equipment Workshop
- Service Experience Framework (SEF)
- Tooling & Equipment web application – Minimum Standard General Equipment
- TOPIx

76
 16 12 13 14 15 5

11
PARTS
CONTENTS KEY
11.2 PARTS STORAGE P.78
Visual Check
11.3 PARTS RECEIVING P.79

Interview Questions

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

77
11.2 PARTS STORAGE
11.2.1 The Parts department stores all parts, accessories and consumables appropriately to preserve their
condition.

Is the condition of the Parts department suitable for the storage of parts, accessories and
11.2.1-1
consumables?

11.2.1-2 Are all parts and accessories stored in an appropriate manner to preserve quality?

Assessment Notes

The assessor will check the Parts department stores all parts, accessories and consumables appropriately to
preserve their condition by assessing the following:

- No parts are stored in the walkways or blocking circulation space.

- The walk-ways in the storage facility are well lit, providing clear visibility and adequate access.
- Five randomly selected parts are stored in their original packaging to prevent any damage.
- There is evidence of maintenance of new and replacement vehicle batteries to preserve their
condition.

78
11.3 PARTS RECEIVING
11.3.1 Parts deliveries can be received into a safe and secure environment that protects the product from
damage and theft.

11.3.1-1 Is there a secure receiving facility to facilitate the receipt of an out of hour’s parts delivery?

Assessment Notes

The assessor will check parts deliveries can be received into a safe and secure environment that protects the
product from damage and theft by assessing the following:

- The receiving facility has vehicular access to minimise the offloading distance.
- The facility is illuminated internally and externally.
- The surrounding ground area is flat, allowing the use of a pump truck to move large and heavy items.
- The facility can be secured from unauthorised access.

79
 16 12 13 14 15 5

12
WARRANTY
CONTENTS KEY
12.1 WARRANTY P.81
Visual Check

Interview Questions

Document Check

Systems Check

Pre-Assessment

8
! Top 10 Failed Standard 2018

80
12.1 WARRANTY
12.1.1 Warranty Audit Self-Reviews are being carried out at the required interval.

12.1.1-1 Can the retailer provide evidence of a self-review being carried out every 3 months?

Assessment Notes

The assessor will check Warranty Audit Self-Reviews are being carried out at the required interval by assessing
the following:

- The Retailer can provide evidence of a Self-Review, completed in the last 4 months, with a minimum
of 10 Repair Orders used.
- Retailer operates in line with the Warranty Compliance and Procedures Manual (WCPM).

Reference Materials

- Global Warranty Compliance and Procedures Manual

81
 16 12 13 14 15 5

A
APPENDICES
CONTENTS
A 2.3.1 Appendix 2.3.1 P.83
A 2.3.2 Appendix 2.3.2 P.84
A 3.1.1 Appendix 3.1.1 P.85
A 6.1.2 Appendix 6.1.2 P.86
A 6.2.2 Appendix 6.2.2 P.88
A 8.2.1a Appendix 8.2.1a P.89
A 8.2.1b Appendix 8.2.1b P.91
A 8.2.5a Appendix 8.2.5 P.93
A 8.3.1 Appendix 8.3.1 P.94
A 8.3.3 Appendix 8.3.3 P.95
A 8.3.4 Appendix 8.3.4 P.98
A 8.4.2 Appendix 8.4.2 P.99
A 10.2.1 Appendix 10.2.1 P.101

82
A Appendix 2.3.1
Accessory Product Fitment List

THE ACCESSORY FITMENT PRODUCT LIST IS A GLOBALLY MANDATED LIST FOR PRODUCT FITMENT.

REGIONAL REVISIONS IN LINE WITH MARKET FITMENT POLICY AND APPLICABILITY ARE PERMISSABLE
SUBJECT TO FORMAL GLOBAL APPROVAL/CONCURRENCE.
591 593 594 592 595 596 597

Accessory Furniture Vehicles

Product Fitment
List Showroom Service Area Showroom Demonstrator Courtesy (*)

Seat back
Child seats Floor mats Floor mats Floor mats
stowage

Carbon Fibre Kits Valve caps Coat hanger Coat hanger Coat hanger

Tread plates Wheel centres Trunk liner Trunk liner Trunk liner

Paddles Warning triangles iPad holder Click & Go Mud flaps

Trunk retention Trunk retention

Chiller Car care Bicycle rack
nets nets
Mandatory (*)
Wheel nuts Roof box Mud flaps

Collapsible
Luggage guard Side steps
stowage

Click & Go

(Full guidelines on the Sports pedals

[Link] –
[Link]) Side steps

Under shields
Recommended
Ski-Rack/Aqua
Sports Carrier

83
A Appendix 2.3.2
Branded Goods Minimum Display List

NOTE:
The Branded Goods Minimum Display items are a Globally mandated list for display.
Regional revisions in line with Market display policy and applicability are permissible subject to formal Global
approval/concurrence.
591 593 594 592 595 596 597
All Retailers must stock at least one of each of the following products:
634 632
Men’s outerwear (e.g. Jacket/Hoody/Fleece). (Min qty 2 per style)
Men’s Polo (Min qty 2 per style)
Men’s T-Shirt (Min qty 2 per style)
Adult Cap
Children’s Product (e.g T-shirts, Caps, Teddy, Ride-on)
Pen
Notebook
Mug
Key Ring
Luggage Item
Umbrella
Model Car

It is not mandatory but it is highly recommended that all Retailers also stock at least one of each of the
following products:
649 651
Children's Accessories (e.g Backpack, Lunchbox, Pencil case)
Women’s Outerwear (e.g. Jacket/Hoody/Fleece). (Min qty 2 per style)
Women’s Polo or T-Shirt. (Min qty 2 per style)
Sunglasses
Cufflinks
Wallet Cardholder
Watch
Phone Case
Children’s ride on

Whist these items are not mandated, in order to create an effective visual display we recommend they are
stocked to compliment mandatory items.

84
A Appendix 3.1.1
Branding & Communications

Multi-Brand Retailers

For multi-franchise Retailers, the use of brand-neutral headed paper and stationery is acceptable as directed
by Regional office.

Retailer Website (RWS) CI Compliance

It is mandatory for all Retailer websites to be in-line with the Jaguar Digital Experience (JDX) and Land Rover
Digital Experience (LRDX) Corporate Identity. The JDX RWS and LRDX RWS Style Guides define the styles that
are required to be executed on the Retailer website in order to be fully CI compliant.

Please visit the Jaguar or Land Rover Hub to download to Retailer website style guides or alternatively please
contact your NSC.

Retailer Website (RWS) CI Compliance Audit

Each Retailer website will be subject to an audit by Global Digital Operations across the following elements:

Logo Usage
Typography
Colour Palette
Header Style
Footer Style
Button/Links Styles

For any questions or further information please contact:

Pete Norwood, Global Digital Operations Manager, pnorwood@[Link]

OR
Adam Garner, Digital Operations Support Lead, agarner3@[Link]

85
A Appendix 6.1.2
Table 1: Minimum Staffing Levels

The following basic staff functions are in place within the organisation to allow an adequate level of
management structure with supporting operational cover to provide the required level of service to customers.
683 684 685
Role Contract Minimum
Head of Business (Sales/Service) 1x
Sales Manager (*1) (Sales) 1x
Sales Executives (Sales) 1x
Service Manager (Service) 1x
Service Advisors (Service) 1x
Technicians (*2) (Service) 2x
Workshop Controller (*3) (Service) 1x
Valeter (*4) (Sales/Service) 1x
Parts Manager (*1) (Service) 1x
Receptionist (Sales/Service) 1x
686 687 688 689 690
(*1) Refer to Regional Office as requirement may differ for exceptionally low volume Retailers.
(*2) As per FY2016/17 Global Mandate, one Level 3 Technician and one Level 4 Technician minimum
(*3) Responsibilities may be merged with Service Manager for Retailers with 4 or less technicians
(*4) Function can be outsourced

Where headcount or role coverage matches or exceeds the minimum standard, the Retailer shall be recorded
as compliant.
The actual structure must reflect requirements driven by the size and capacity of a site in-line with the
respective Sales, Service and Parts throughputs
Where staff changes have occurred within the business, the appropriate change notification and update
process should be used in-line with Market/Importer policy.

Below are the recommended levels of competence for Technicians, based on the number of Technicians within
a Retailer. For the 2018 standard, this is not an auditable criteria.

86
A Appendix 6.1.2

China & USA 25% certification of network against matrix per Retailer

(1 X L3 & 1 X L4) complete agreed commitment by:

Overseas Q2 2018/19 (Fiscal year)
Europe Q4 2018/19 (Fiscal year)
UK Q4 2018/19 (Fiscal year)

87
A Appendix 6.2.2
Excellence Learning Management System Records

New Product Launch Requirements

Non-Technical
- 80% targeted sales staff to attend face to face training prior to SOS
- 90% completion of eLearning by targeted Retailer staff within 3 months of embargo.

Technical
- All Technicians to complete eLearning within 3 months of embargo
- All Technicians to complete Personal Study Module (PSM) before local Start of Sale (SOS)
- 2 x Technicians to complete new model face to face training before local Start of Sale (SOS)

Learner Journeys

Non-Technical
- Retail staff are required to have achieved, or be working towards a defined level of competency for
The NSC / Regional Office will provide the list of Non-Technical competency training requirements.

Technical
- The minimum Retailer standard is 1 x Level 3 and 1 x Level 4 Technician
735 736 737 738 739 740 742
All service, maintenance and repair work is carried out by a member of the technical team qualified at the
appropriate skill level:
- Level 1-2: Routine service work and Pre-Delivery Inspection (PDI).
- Level 3-4: Repairs where pre-diagnostics are required.
- Level 4: Complex diagnostic repairs requiring direct customer
- Electrification: Have all Retailer staff completed the health and safety e-Learning?
Do all Technicians meet the minimum required certified competency levels at a
fixed Retailer?
Do all Technicians meet the minimum required certified competency levels at a
flexible Retailer?
- Supplementary Specific retail staff to complete any supplementary learning assigned as directed
Learning by Jaguar Land Rover in the time frame specified.

Any specific in Market Legislation must also be complied with.

88
A Appendix 8.2.1a
Electronic Vehicle Health Check (eVHC) details.

eVHC is a Retailer standard and must be in place as per the defined standard, unless specific dispensation has
been approved BY Global Customer Service.

Service Advisors, or equivalent, are required to explain, upon arrival, that an eVHC will be conducted on the
customer’s vehicle.

Service Technicians are required to complete a full eVHC of a vehicle, including all compulsory checks, and
submit into the eVHC system for pricing and customer approval. This process can be split between service
advisors and technicians as long as all minimum checks are completed (see below for details of checks).

GLOBALLY APPROVED PROVIDERS

Further information on globally approved solutions can be found below:

- BTC: [Link]
- INFOMEDIA: [Link]

LOCAL PROVIDERS

If a local solution has been identified by the NSC as a more appropriate solution for their market.

Below is a list of currently approved local eVHC providers by market:

- Autopoint - North America

- Ilexius - Germany
- Clearmechanics - Mexico
- lynx-int - Italy
- Mobiyun - China
- Quiter - Spain & Portugal
- KSI - Russia

PROCESS

The eVHC process must include, although not necessarily be limited by, the following compulsory sections and
checks:

Exterior of the vehicle:

Wiper blades, Glass, Mirrors, Bodywork for damage & corrosion.

89
A Appendix 8.2.1a
Electrical:
Operation and condition of Headlamps, Brake lamps, Indicators and Fog lamps.

Under Bonnet:
Fuel Lines, Coolant Hoses, Wiring, Electrical Harness, Drive Belts, Battery Connections, Radiator & Intercooler.

Wheels, Tyres and Brakes:

Callipers, Pads, Discs, Shoes, Drums, Tread Depth, for wear / damage / condition.

Underside of Vehicle:
Steering, Axles, Drive Shafts, Transmission, Suspension, Oil Leaks, Exhaust, Brake Lines for damage, wear and
corrosion.

SYSTEM

Ensure a forward booking system is in operation and a process to follow-up all unsold Red and Amber work.

The system must be capable of supplying high level KPI data to the manufacturer on a monthly basis,
consisting of:

- Retailer eVHC utilisation (%) – number of Retailers in NSC / Importer network using system.
- eVHCs completed (%) – number of eVHCs completed vs. number of job cards.
- Total Sold conversion (%) – Total identified work (Amber + Red) / Total work sold (Amber + Red).
- Amber Sold conversion (%) – Amber identified work / Amber work sold.
- Red Sold conversion (%) – Red identified work / Red work sold.
- Follow up work deferred (local currency) – Total identified work (Amber + Red) – Total work unsold.
- Average Amber Identified per eVHC (local currency) – Identified Amber work vs. number of eVHCs
completed.
- Average Red Identified per eVHC (local currency) – Identified Red work vs. number of eVHCs
completed.

For any additional information please contact:

John Beach (jbeach3@[Link]),

OR
Cliff Hodgson (chodgson@[Link]

Alternatively, please or consult the eVHC Tool-kit on Global Retailer Portal.

90
A Appendix 8.2.1b
Video Capture (VC) functionality.

Video Capture works in conjunction with eVHC. A video must be created for all RED and AMBER repair work,
identified during the eVHC.

Service Advisors, or equivalent, are required to explain the principles and benefits of the Video Capture process
upon arrival.

Service Technicians are required to undertake the Video Capture process once the eVHC has been completed
and subsequently priced, quality checked and sent to the customer for approval, by an appropriate member of
the Retailer’s team (this can be defined by the Retailer).

GLOBALLY APPROVED PROVIDER

Globally Approved / Preferred Video Capture Supplier:

This provider has been specifically chosen by JLR as the preferred solution globally. The supplier meets all
specification requirements set.

- AutosOnShow - [Link]

Other suppliers can be used by Retailers, but must be approved by JLR. Should a Retailer wish to use an
alternative supplier contact should be made with the local NSC or Regional Office, so that the relevant forms
can be completed:

- CitNow is only approved in the UK, South Africa, & SSA.

- CitNow is NOT an approved provider in any other market
- autoVHC powered by Snap-On – approved for use where the autoVHC eVHC system is place.

PROCESS

The Video Capture process requires as a minimum all identified RED and AMBER eVHC repair work has a video
and images produced.

To ensure we are completely transparent to the customer, a complete price, including part cost, labour cost
and any taxes must be included with the video and images, per identified RED or AMBER eVHC job and sent to
the customer in one email / link for approval.

SYSTEM

As with eVHC ensure a forward booking system is in operation and a process to follow-up all unsold Red and
Amber work.

91
A Appendix 8.2.1b
The system must be capable of supplying high level KPI data to the manufacturer on a monthly basis, as a
minimum consisting of but not limited to:

- Retailer Vision utilisation (%) – number of Retailers in NSC / Importer network using system.
- Videos produced (%) – number of videos created vs. number of RED repair work identified
- Red Sold conversion (%) – Red identified work / Red work sold.
- Amber Sold conversion (%) - Amber identified work / Amber work sold.

More detailed information can be found in the JLR Video Capture Toolkit

For any additional information please contact:

John Beach (jbeach3@[Link]),

Alternatively, please consult the Video Capture Tool-kit which is located on the Global Retailer Portal.

92
A Appendix 8.2.5
Turnaround time guidelines

Turnaround time guidelines

93
A Appendix 8.3.1
GCM assessment guideline

The correct process is followed for Technical Assistance (TA) requests in line with current Global Concern
Management (GCM) guidelines.

To demonstrate the TA was closed within 24 hours of the fix being implemented, from a random selection of 2
recently closed TA’s:

1. Check the relevant job cards for the last timestamp for the concern raised in the TA.
2. Check the ‘Close Request’ timestamp in the TA

3. For each of the TAs, is the TA ‘Request to Close’ sent with 24 hours of the last timestamp on the
job card?

94
A Appendix 8.3.3
Quality Check v5 Auditor Guidelines

The correct process is followed for Technical Assistance (TA) requests in line with current Global Concern
Management (GCM) guidelines.

A quality check process is in place and is performed on 25% of the workshop throughput.

8.3.3-1 Is the Jaguar Land Rover Quality Check v5 system in use for completing finished vehicle quality
checks?

- Ensure that Quality Check v5 is being used at the Retailer within Service Experience Framework (SEF)

- There is a work throughput set and a minimum of 25%

- Select the Retailer being audited and then select the ‘Maintenance’ section

95
A Appendix 8.3.3
- Ensure the Maintenance section has a throughput applied over the period and a minimum target of
25% is set.

8.3.3-3 Is there evidence that the results of the quality checks have been reviewed by Service department
Management team and required actions are communicated to the appropriate staff?

- Auditor to ask for meetings minutes and action plans that indicate Quality Check results analysis is
being reviewed by the Service Managements team.
- The evidence should highlight technician failure rates and workshop improvements and these being
communicated to the relevant personnel.

8.3.3-4 Is there evidence that the quality check process is being used to assess all types of workshop activity
which includes retail, warranty, and internal (PDI) work?

96
A Appendix 8.3.3
8.3.3-5 Is there evidence that a Quality Check is being used for all Repeat Repairs?

- Request the Retailer to provide a Repeat Repair log which will highlight all Repeat Repairs and that
they have been Quality Checked. The Repeat Repair log can be found in the resources in SEF section
4.

97
A Appendix 8.3.4
Interior & Exterior Protection

Vehicle Protection

The use of Service Protection within the workshop prevents accidental damage whilst servicing/repair work is
carried out on a customer vehicle and provides them with reassurance whilst the vehicle is in dealer care.

The use of branded re-usable tailored fit covers enhances the premium appearance of the workshop and is the
recommended solution from Jaguar Land Rover. Branded disposable and re-usable protection is acceptable.

Non-Branded covers are acceptable on the basis that they properly fit the specific vehicle model (Jaguar
and/or Land Rover)

Competitor vehicle protection covers are not to be used on Jaguar Land Rover products

At least one set of covers suitable for each vehicle model serviced in Market is required, although this will
increase for repairers with a greater throughput or workshop capacity.

Interior Protection requirements

Technician’s kit:
Seat covers 860 (Disposable/Reusable)
Steering Wheel covers 860 (Disposable/Reusable)
Foot well mats/tray 860 (Disposable/Reusable)
Centre console cover 860 (Disposable/Reusable)

Exterior Protection

Front-end protection kit 870 (Reusable)

Rear-end fitted cover 870 (Reusable)
Sill covers 860 (Disposable/Reusable)
Universal panel covers 870 (Reusable)

98
A Appendix 8.4.2
Online Service Booking requirements

OSB – Online Service Booking

Online Service Booking must be present in a Retailer allowing a customer to book a service or additional
maintenance items via online methods.

Service advisors must manage any OSB bookings received by the OSB solution, review and then confirm to the
customer that the booking has been accepted

- The customer must be contacted if any amendments to the booking are required, this can be via email
or via telephone.
- The customer must be contacted prior to the booking date to remind them of the date and time and
any required documents requirements e.g. Driving Licence for courtesy car

GLOBALLY APPROVED PROVIDER

Globally Approved / Preferred Online Service Booking Supplier:

This provider has been specifically chosen by JLR as the preferred solution globally. The supplier meets and
exceeds all specification requirements set and is approved to be deployed on the markets DX sites as well as
the locally managed Retailer sites.

- Gforces – [Link]

Other suppliers can be used by Retailers, but must be approved by JLR Global and JLR Global Digital. Should a
Retailer wish to use an alternative supplier contact should be made with the local NSC or Regional Office, so
that the relevant forms can be completed:

- Xtime – [Link] Is only approved for use in North America

99
A Appendix 8.4.2
SYSTEM

The system must be capable of supplying high level KPI data to the manufacturer on a monthly basis, as a
minimum consisting of but not limited to:

- A reporting dashboard must be available at a Retailer level to allow monitoring of OSB performance
- The dashboard must show an overview of Retailer performance, workshop availability and revenue
trends, and must include:
- Booking count and values, daily, weekly, monthly, annually
- Retailer logins
- Historical trend charts showing visits v. quotes v. bookings
- Revenue trend chart
- Out of hour bookings
- Allocated OSB hours utilisation

More detailed information can be found in the JLR Online Service Booking Toolkit

For additional information please contact:

Simon Lister (slister3@[Link])

Alternatively, please consult the Online Service Booking Tool-kit which is located on the Global Retailer Portal.

100
A Appendix 10.2.1
Outsourcing and Calibration Guidelines

General Equipment:

4-Wheel Alignment Equipment:

Jaguar Land Rover recommends Four-Wheel Alignment Equipment minimum specifications required to service
our vehicles (Refer to TOPIx).

The equipment in place must fully meet the specifications and functionality by the Global Tools & Equipment
team.
For this equipment, it is acceptable for this work to be outsourced to a 3rd party as long as the workshop keeps
on file a copy of:

- Supplier contract
- Equipment specification (must be in line with JLR requirements)
- Calibration certificates (must not have expired)
- User training certificates

Where a 3rd Party is completing the work, evidence must be captured in DSAT to record that the above
requirements are in place.

Equipment requiring calibration:

Examples of items that may require calibration, but is not limited to:

- Air conditioning system recovery/recharging equipment

- Cooling system pressure tester
- Digital Multi-meter
- Headlamp alignment equipment
- Battery testers
- Compression tester
- Glow plug tester
- Fuel pressure gauge
- Dial indicator gauge
- Torque wrenches
- Torque/Angle wrench
- Four wheel-alignment equipment
- Tread depth gauge
- Tyre pressure gauge
- Wheel/Tyre balancer

101