Annexure 3 Hygiene Audit Manual

Section CONTENTS Page No
1 2
2 Particulars 3
3
3 Introduction 7
Infrastructure 11
4 13
I. Sales 13
II. Service 15
III. Parts 18
Manpower
I. Sales 20
II. Service
III. Parts
Branding
I. Sales
II. Service
III. Parts

1. INTRODUCTION:

“BALANCED SCORE CARD” (BSC) is a tool to objectively analyze and evaluate a dealership’s business
processes at an outlet level.

BSC performs two audits across all dealerships,
1. Hygiene Audit- Hygiene audit measures the infrastructure & manpower adequacy. This need
to be audited as per the check list.
2. Main Audit: Measures PRISM adherence

Audit App – Android enabled
In an effort to digitally enable the BSC Hygiene Audit, we have developed an audit app to drive
compliance and quality to our Hygiene standards.

From standard tick lists, this app enables us to audit via a tablet device and upload evidential photos,
use free hand notes, and GPS locations.

Some of the Key features of this audit app are

 Automatically calculate a score for audit by assigning a weighted value to each possible answer.
 Add photos to your audits by using any camera-equipped tablet.
 Sign off on audit with electronic signatures.
 After completing audit automatically generated report is ready to be sent to your team instantly

with photos and signatures
 Automatic syncing between tablets provides real-time analytics dashboards on a map.

Installation Guideline
The application is accessed by the downloading the app link file hosted in the server at Ashok Leyland.
The app link file should be downloaded in the android tablet and the application has to be installed.
After the installation is complete, the icon will appear in android screen and the user can tap the icon to
open the application.

User Name & Password will be shared for the nominated Auditors.

User Instruction

Step 1: Auditor needs to login with their user name and password at the dealership location with internet
enabled.

Login Screen will display your nominated outlets and their details

Step 2: Auditor needs to take a photograph of auditor and auditee at the dealership location and save.

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Please note, audit needs to be done at the dealership location only, Latitude and Longitude gets
automatically captured. If audit is not done at the specified outlet then the location will be considered as
not audited.

Step 3: Once the photograph gets saved, audit checklist will be enabled (Infrastructure, Manpower, and
Branding). Auditor is free to choose between the above three to start their audit.

Step 4. Checklist will be displayed according to the selected area (Infrastructure/Manpower/Branding),
auditor has to audit as per the checklist and confirm YES/NO. Provision for photographs is available with
the app. Auditor has to take photo and save it. Number of photos and specifications are shared
parameter wise.

Step 5: Once all the areas are completed, auditor has to confirm closure for audit via Freeze button.
Before Freeze auditor has an option to review the scores. Before freezing, internet connection to be
enabled.

Step 6: Once freezed, auditor and auditee will have to sign and save. This will enable data sync

Step 7: Once data sync is successful, audit for that location is completed.

PARAMETERS OF THE AUDIT

2. INFRASTRUCTURE:

2.1. SALES:

SI No. Qualifying Metric Max score
A Availability of War room facilities at Sales Meeting room 10
B 10
C Availability of tablet to all sales executives 10

D Uniform for all sales staff ( Sales Executives, Front office staff, team leads, 10
Branch Managers etc ) 10
Implementation of 5S at Sales area 50

E Real Time usage of DMS for Sales

Total
A) Availability of War room facilities at Sales Meeting room

Criteria

1. Dealer outlets to have a dedicated War room facility for daily review.
2. Dealer outlets to conduct daily reviews with the service advisor, Technical advisor and shop

floor supervisor team on the key workshop performance metrics in the War room
3. War room to be equipped with display of latest charts / document used for review

Auditor Checklist

3

1. Availability of dedicated war room facility for Service function
2. Availability of updated daily war rooms sheets
3. Availability of record / proof for the war room meetings held at the outlet.

Photographs:

No. of Photographs: 3

1. Photo outside war room with display of war room name board.
2. Photo inside war room with following chart view (Market Map, Quarterly Sales target, Annual
sales target, PRISM Metrics)
3. Photo inside war room with functional system

B) Availability of tablet to all sales executives

Criteria

1. All dealer sales executive to have company owned Tablet.
2. All Dealer sales executive to upload the DCR reports through Tablet.

Auditor Checklist

1. Availability of tablet to all dealer sales executive
2. Verification of DCR uploads by dealer sales executive through Tablet.

Photographs:

No. of Photos: 1

1. Photos of all Sales executive tabs.

C) Uniform for all sales staff (Sales Executives, Front office staff, team leads, Branch Managers etc. )

Criteria:

1. All dealer sales staff to wear uniform as per AL guideline (Pl refer to the Dealer facility guide
for the norms)
2. Dealer sales staff includes Sales Executive, Front office staff, team leaders Sales Managers,
branch manager.

Auditor checklist:

Uniforms worn by all the sales staff of the dealer outlet as per recommended norms

Photographs:

No. of Photos: 2

4

Photograph of Front Sales office to be taken along with the following persons in uniform.
1. Sales Manager
2. Sales Executive

D) Implementation of 5S at Sales area
Criteria:

1. Dealer outlet to implement 5S at Sales area.
2. Sales area include front office, Reception, customer lounge, back office support area
3. Sales area to be clean, well maintained and organized properly
Auditor checklist:
1. 5S adherence as per policy circular.
2. Cleanliness of the sales area
3. Maintenance of the sales area - well Maintained & organized properly.
4. Photographs of the sales area to be attached along with this audit checklist as proof to
validate the scores
Photographs:
No. of Photos: 4
Photographs of 5S facility should contain
1. One photo of Reception
2. Photos of Customer Lounge
3. Photos of Sales-discussion room
4. Photos of Back office support area
E) Real Time usage of DMS for Sales
Criteria:
1. Dealer outlet to install CRM /DMS system at the outlet.
2. CRM/ DMS system to be used / operational as a front end facility for all transactions on real
time basis.
Auditor checklist:
1. CRM / DMS system installed at the dealer outlet

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2. CRM / DMS system operational and used as a front end facility for all transaction on real time
basis

Photographs:

No. of Photos: 1

Real time usage of DMS: Photograph of Desktop running with DMS

2.2 SERVICE

SI No. Qualifying Metric Max score
A Availability of War room facilities at Workshop Meeting room 10

B Availability of Tools & equipment’s , SMTs & workshop Infra as per the norms 10

C Uniform and safety shoes for all Service and Parts staff (SA, TA, Mechanics 5

Helpers, and Works Manager etc.)

D Implementation of 5S at Service area 5

E Real Time usage of DMS for Service 5
Total 35

A) Availability of War room facilities at Workshop Meeting room

Criteria:

1. Dealer outlets to have a dedicated War room facility for daily review.
2. Dealer outlets to conduct daily reviews with the service advisor, Technical advisor and shop
floor supervisor team on the key workshop performance metrics in the War room
3. War room to be equipped with display of latest charts / document used

Auditor checklist:

1. Availability of dedicated war room facility for Service function
2. Availability of updated daily war rooms sheets
2. Availability of record / proof for the war room meetings held at the outlet.

Photographs:
No. of Photographs: 3
War room availability

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1. Photo outside war room with display of war room name board.
2. Photo inside war room with PRISM performance Charts (GIGO trend)
3. Photo inside war room with functional system

B) Availability of Tools & equipment, SMTs & workshop infra as per the norms
Criteria:

1. Dealer outlet to have the recommended tools & equipment, SMTs & Workshop infra as per
the recommended norms - Refer Annexure A for the recommended norms based on the
category of the outlet.

Auditor checklist:
1. Availability of tools & equipment’s, SMT's & workshop infra.
2. Audit to check the availability based on the category of the dealer outlets (A, B, C & Micro)

Photographs:
No. of Photographs: 2

1. Photograph inside tool room, displaying tools racked
2. One photograph of tools list copy Signed by auditor and auditee

C) Uniform and safety shoes for all Service and Parts staff (SA, TA, Mechanics Helpers, Works Manager
etc.)
Criteria:

1. All service and Parts staff to wear uniform as per AL guideline (Pl refer to the Dealer facility
guide for the norms)
2. Dealer service staff include Service Advisor (SA), Technical Advisor ( TA) , Mechanics, Helpers,
Works Manager, service marketing executive.
3. Dealer Parts staff includes Parts Manager, Part Executive, and Parts productive (Picker)

Auditor checklist:
1. Uniforms worn by all the service and parts staff of the dealer outlet as per recommended
norms

Photographs:
No. of Photographs: 1

Photographs of available Service Staff at workshop with uniform and Safety shoes
D) Implementation of 5S at Service area
Criteria:

1. Dealer outlet to implement 5S across service work areas.
2. Service areas include service reception, workshop area, bays, utility rooms, Driver rest area.

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3. Service area to be clean, well maintained and organized properly
4. Bay area to be clean and properly maintained without any unwanted parts / material
scattered on the floor
5. Utility rooms like lube room, warranty room, Tool room to be clean, well maintained and
organized properly.

Auditor checklist:
1. Cleanliness of the service area
2. Maintenance of the service area - well Maintained & organized properly.
3. Photographs of the service area to be attached along with this audit checklist as proof to
validate the scores

Photographs:
No. of Photographs: 4
Photographs of 5S facility with the following

1. One Photo of Customer/driver Lounge
2. One photo of service reception
3. One photo of bay area
4. One photo of Lube /warranty room

E) Real Time usage of DMS for Service
Criteria:

1. Dealer outlet to install DMS system at the outlet.
2. DMS system to be used / operational as a front end facility for all transactions on real time
basis

Auditor checklist:
1. DMS system installed at the dealer outlet
2. DMS system operational and used as a front end facility for all transaction on real time basis

Photographs:
No. of Photographs: 1
Real time usage of DMS: Photograph of Desktop running with DMS /SAP DBM
2.3. PARTS:

SI No. Qualifying Metric Max score
A Availability of sufficient number of Racks and Bins for parts storage 5

8

B Implementation of 5S at Parts area 5
C Real Time usage of DMS for Parts 5
Total 15

A) Availability of sufficient number of Racks and Bins for parts storage
Criteria:

1. Dealer outlet to have sufficient number of Racks & Bins for parts storage.
2. All spare Parts to be stored only in racks & bins with proper location code

Auditor checklist:
1. Availability of sufficient number of racks and bins for parts storage.
2. 3. Storage of spare parts only in racks and bins
(Parts not to be stored on the floor)

Photograph:
No. of Photographs: 1

One Photograph of number of Racks and bins with presence of Part

B) Implementation of 5S at Parts area

Criteria:
1. Dealer outlet to implement 5S across Parts store room
2. Parts store room to be clean, well maintained and organized properly

Auditor checklist:

1. Cleanliness of the Parts store room
2. Maintenance of the Parts store room - well Maintained & organized properly.
3. Photographs of the Parts store room to be attached along with this audit checklist as proof to
validate the scores

Photograph:
No. of Photographs: 2
Photograph of 5S facility in the parts area

1. Parts store area with pathway
2. Parts counter - view from outside

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B) Real Time usage of DMS for Parts

Criteria:

1. Dealer outlet to install DMS system at the outlet.
2. DMS system to be used / operational as a front end facility for all transactions on real time
basis.( No other Parallel system)

Auditor checklist:

1. DMS system installed at the dealer outlet
2. DMS system operational and used as a front end facility for all transaction on real time basis

Photograph:
No. of Photographs: 1
Real time usage of DMS: Photograph of Desktop running with DMS
3. MANPOWER

3.1 SALES:

SI No. Qualifying Metric Max score
A Availability of sales Manager 15
B Availability of Sales Executives 15
C Availability of Team Leader / CCEs 10
Total 40

A) Availability of sales Manager

MAX SCORE: 15
Measurement criteria: Available as per prism /moa
Photos:
No. of photos required: 2

1. Take a group photograph of available sales manager
2. Fill the below format with the signature and take the photograph of same.

SI No. Name of the Sales Manager No. of Manpower per Availability Gap
MOA/PRISM NORMS

10

Sig of Dealer Sig of ALSE

B) Availability of Sales Executives

MAX SCORE: 15
Measurement criteria: Available as per prism /moa
Photos:
No. of photos required: 2

1. Take a group photograph of available sales executive
2. Fill the below format with the signature and take the photograph of same.

SI No. Name of the Sales executive No. of Manpower per Availability Gap
MOA/PRISM NORMS

Sig of Dealer Sig of ALSE

C) Availability of Team Leader / CCEs

MAX SCORE: 15
Measurement criteria: Available as per PRISM /MOA
Photos:
No. of photos required: 2

1. Take a group photograph of available Team lead/CC executives
2. Fill the below format with the signature and take the photograph of same.

SI No. Name of the CC Executives No. of Manpower per Availability Gap
MOA/PRISM NORMS

11

Sig of Dealer Sig of ALSE

3.2 SERVICE:

SI No. Qualifying Metric Max score
A Availability of Works Manager 10
B Availability of Supervisors / Service Advisors / Technical Advisors 15
C Availability of Technicians ( productive ) 15
Total 40

A) Availability of Works Manager:

MAX SCORE: 10
Measurement criteria: Available as per prism /moa
Photos:
No. of photos required: 2

1. Take a group photograph of available works manager
2. Fill the below format with the signature and take the photograph of same.

SI No. Name of the Works Manager No. of Manpower per Availability Gap
MOA/PRISM NORMS

Sig of Dealer Sig of ALSE
B) Availability of Supervisors / Service Advisors / Technical Advisors

12

MAX SCORE: 15
Measurement criteria: Available as per prism /moa
Photos:
No. of photos required: 2

1. Take a group photograph of available Supervisors / Service/Technical Advisors
2. Fill the below format with the signature and take the photograph of same.

SI No. Name of the Advisors No. of Manpower per Availability Gap
MOA/PRISM NORMS

Sig of Dealer Sig of ALSE

C) Availability of Technicians (Productives )

MAX SCORE: 15
Measurement criteria: Available as per prism /moa
Photos:
No. of photos required: 2

1. Take a group photograph of available Technicians
2. Fill the below format with the signature and take the photograph of same.

SI No. Name of the Technicians No. of Manpower per Availability Gap
MOA/PRISM NORMS

Sig of Dealer Sig of ALSE
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3.3. PARTS:

A) Availability of Parts Manager / In-charge

SI No. Qualifying Metric Max score
10
A Availability of Parts Manager / In-charge

B Availability of Parts Executive 5

C Availability of Pickers 5

Total 20

MAX SCORE: 10

Measurement criteria: Available as per prism /moa

Photos:

No. of photos required: 2

1. Take a group photograph of available Parts manager

2. Fill the below format with the signature and take the photograph of same

SI No. Name of the Parts Manager No. of Manpower per Availability Gap
MOA/PRISM NORMS

Sig of Dealer Sig of ALSE

B) Availability of Parts Executive

MAX SCORE: 5
Measurement criteria: Available as per prism /moa
Photos:
No. of photos required: 2

1. Take a group photograph of available Parts executive
2. Fill the below format with the signature and take the photograph of same.

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SI No. Name of the Parts Executive No. of Manpower per Availability Gap
MOA/PRISM NORMS

Sig of Dealer Sig of ALSE

C) Availability of Pickers

MAX SCORE: 5
Measurement criteria: Available as per prism /moa
Photos:
No. of photos required: 2

1. Take a group photograph of available Parts Picker
2. Fill the below format with the signature and take the photograph of same.

SI No. Name of the Parts Picker No. of Manpower per Availability Gap
MOA/PRISM NORMS

Sig of Dealer Sig of ALSE

4. BRANDING Qualifying Metric Max score
Availability of Main Signage board 40
SI No.
1 Availability of other Brand Identity Elements as per the checklist ( 12 60
2 Branding elements)

15

Total 100

1. Availability of Main Signage board:
MAX SCORE: 10
Measurement criteria: Font, color & Size as recommended by AL and clearly visible to

customers
Photos:
No of photos required: 1
Complete dealership view showing installation of Fascia

B) MAX SCORE: 10

Measurement criteria: Condition of the signage - not faded / Well mounted
Photos:
No of photos required: 1
Zoom view (2X) of Main signage board.

C) MAX SCORE: 10

Measurement criteria: Main Signage Lighting - Available & used
Photos:
No of photos required: 1
Photograph after 6pm, possibly showing Main signage lighting

D) MAX SCORE: 10

Measurement criteria: On the top façade of the building which has the high visibility
Photos:
No of photos required: 1
Full View from highway/main road showing fascia without any obstruction

2. Availability of other Brand Identity Elements as per the checklist (12 Branding elements)

A) Location /Individual area signages

MAX SCORE: 5

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Measurement criteria: Font, color & Size as recommended by AL and in good condition. Location
Signs are Mandatory on all the Utilities/Support/Services/at the Customer Interaction Areas.
Photos:
No of photos required: 5
Photographs of individual area signage installed at the respective location

1. Service Reception
2. Customer lounge
3. Driver rest room
4. Sales manager room
5. Service manager room

B) Workshop hung boards (Bay identification)

MAX SCORE: 5
Measurement criteria: Location of the board - clearly visible.
Photos:
No of photos required: 1
Photograph of Workshop Bay Signage (Hung Board)- View showing bay along with signage.

C) Reception Logo, table and back wall

Measurement criteria:

1."L" Logo should be installed with exclusive spacing and to be positioned correctly
on the wall/surface facing the main entrance of the building.

MAX SCORE: 5

2. To be used in the reception

MAX SCORE: 5
Photos:
No of photos required: 2

1. Photograph of main reception showing reception table and back wall
2. Photographs showing L Logo placement at a distance of around 5 ft.

D) Service Signage

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MAX SCORE: 5
Measurement criteria: To be installed on the wall above the Service counter
Photos:
No of photos required: 3
Photograph of service Signage includes

1. Photo Service Signage Board
2. Conditions of Signage- Maximize in 2X to take photo
3. Road visibility

E) Leyparts signages

MAX SCORE: 5
Measurement criteria: To be installed on the wall above the spare parts counter in customer
interaction area
Photos:
No of photos required: 1
Photo of Leypart signage board, taken outside spare parts counter

F) Wall charts (Engine, GB, Clutch, RA & FA) - Workshop areas

MAX SCORE: 5
Measurement criteria: Wall charts of all aggregates framed & displayed in workshop area
Photos:
No of photos required: 4
Photo of Wall charts exploded view displayed at workshop

1. Engine
2. Clutch
3. Rear Axle
4. Front Axle

G) Wall Branding / Product cum AL corporate posters at dealer outlet

1. MAX SCORE: 2

Measurement criteria: Size and color as recommended by AL

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2. MAX SCORE: 2

Measurement criteria: Condition of the posters - in presentable condition (mounted /displayed
well)

3. MAX SCORE: 2

Measurement criteria: Location of the Posters - clearly visible to customers

Photos:
No of photos required: 3
Photograph of Wall Branding done adjacent to Customer lounge

1. Brand wall - Truck
2. Brand wall - Bus
3. Brand wall - All product

H) Glass Branding - Frost film & one-way vision (Wherever glasses available)

MAX SCORE: 4
Measurement criteria: On all fixed & moving glass surfaces at all customer interaction areas
Photos:
No of photos required: 3
Photographs of frost film and one-way vision glass at areas where glass door is installed (If glass
doors not installed then photos not required)

1. Dealership main door entry
2. Service reception door entry
3. Customer lounge door entry

I) Usage of Stationery as per AL branding like - Visiting card, letter heads, and envelopes

MAX SCORE: 5
Measurement criteria: Availability of all stationery as per AL branding recommendation and used
Photos:
No of photos required: 3

Photograph of service Signage includes
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1. Visiting cards
2. Letter Heads
3. Envelopes
J) Workshop Wall & Gate Painting as per AL branding specifications
MAX SCORE: 5
Measurement criteria: Availability of all stationery as per AL branding recommendation and used.
Photos:
No of photos required: 2
1. Workshop area wall painting from the pathway showing full view of bay
2. Photo of Outside Entry gate from the main road
K) Internal Information boards - Service reception - Warranty information board, free service
information
MAX SCORE: 5
Measurement criteria: Font, color & Size as recommended by AL and in good condition
Photos:
No of photos required: 2
Photographs of Information Boards displayed at Service Reception
1. Warranty Information
2. Free Service Information

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