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Key event data:
800 exhibitors
40,500 professionals /80 countries represented
80 conference session

Upon seminar completion, one will be able to improve process design and implementation productivity, quality and safety using techniques, tools and behaviors for error prevention and mitigation.

Upon seminar completion, one will be able to significantly reduce the recurrence of quality, safety or environmental problems using root cause analysis techniques and be able to design and implement a problem reporting, root cause analysis, and corrective action system.

April 8, 2014

Objective
The objective of the one hour complimentary webinar (45-min presentation / 15-min Q&A) is to share the results of the 2014 SGS Dealer Satisfaction Survey with the Warranty Processes and Goodwill/Extended Service Contracts handling in the 4 EU countries DE, UK, FR and IT.

Agenda
The webinar will discuss further information about:
• For which brands dealers find warranty easy to work with
• Dealer Satisfaction with the key warranty tools field force, hotlines and audit
• Dealer Satisfaction with the level and administration of goodwill
• Dealer Satisfaction with the level and administration of extended warranties
• Comparison of results between 2012 and 2014 survey wave

Background
This survey is part of SGS Global Warranty Satisfaction survey conducted in Europe, US, China, Brasil and Argentina during the course of 2014. It is the first ever multi-continent warranty satisfaction survey for the automotive industry and follows the two previous surveys performed by SGS in Spring 2012 in the main European markets and 2013 in the US.

Conducted on almost 1,500 dealers over 17 brands in the 4 main markets of Europe, the results of this unique industry study will enable those responsible for warranties at vehicle manufacturers to understand their brand’s position compared to the competition. It gives a clear benchmark for the warranty controlling processes of hotlines, field force and audits. The survey, conducted between January and February 2014, indicates overall satisfaction with the ease of warranty handling, goodwill policies and extended warranty programmes, with findings based on high-level analysis that lends support to the conclusions of this paper.

The goal was to evaluate franchised dealers satisfaction of the key tools for modern warranty management.

The focus of the study was the overall processes and dealer perception of the warranty management system – evaluated in three main areas:
• Ease of conducting business
• Warranty control mechanisms
• Goodwill and extended warranty

In particular, warranty management that involves OEM personnel and their service providers, each of whom plays a vital role in the cost structure of an OEM, was researched.

Target Audience
This webinar will be most of interest to …Warranty Managers, Aftersales Directors, Dealer Audit managers, Dealer Call Center Managers, Management of Large dealers, Warranty Professionals, Dealer Service Managers, Dealer principles, Automotive Dealer Associations


Register here: www.sgs.com/AUTOwebinars


For more information, please contact:
Roland Gagel
SGS SA
1 Place des Alpes
CH-1211 Geneva
Switzerland
t: +49 6128 74873 812

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