Goodwill Warranty Checklist
Covers goodwill eligibility, customer history, approval limits, management authorization, cost sharing, customer communication, and documentation.
Ejemplos de programas de auditoría
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1. Is a documented eligibility assessment conducted for every goodwill request, rather than approval being based on the customer's relationship or persistence alone?;
2. Is the customer's service history (regular maintenance, prior goodwill claims) reviewed before a goodwill decision is made?;
3. Is the vehicle's age and mileage relative to the standard warranty period factored into the goodwill eligibility assessment?;
4. Is prior goodwill history for the same vehicle or customer checked to avoid repeated goodwill approval for the same recurring issue without root cause resolution?;
5. Is a defined approval limit in place, specifying which goodwill values can be approved at dealership level versus requiring regional/OEM sign-off?;
6. Are goodwill approvals above the dealership's authorised limit escalated to the correct level before any commitment is made to the customer?;
7. Is segregation of duties maintained, with goodwill approval coming from someone independent of the advisor handling the customer?;
8. Is a record maintained of all goodwill approvals, including the approver's name and the justification provided?;
9. Where cost-sharing arrangements apply (dealer/OEM/customer split), is the agreed split clearly documented and applied consistently?;
10. Is the customer's portion of any cost-shared goodwill repair clearly communicated and agreed before work proceeds?;
Programas de auditoría personalizables que se adaptan alas necesidades de tuempresa
Nuestro sistema flexible te permite crear listas de preguntas personalizadas, agruparlas en programas bien definidos y garantizar el cumplimiento normativo en los distintos departamentos. Echa un vistazo a los ejemplos de programas y listas de preguntas para descubrir cómo puedes mejorar tu proceso de auditoría con facilidad.