P&S References

Scorecards

1 sheet reports posted on BOX and sent to dealers list their Sales Consultants and ASMs in descending order by "Offered FIRST service Appointment", "Offered NEXT service Appointment" and MPI scores. Theses quick glance reports are designed to showcase the associates who are doing well and those who need attention. Many dealers hang these in high associate traffic areas.

Skill Level Guidlines

A classification of technicians to identify their training level. Toyota has 5 levels. Maintenance, Certified, Expert, Master and Master Diagnostic Technician (MDT). Dealerships have a required number of technicians to meet Skill Level Guidelines based on RO volume.

Lemon Law

A formal request by a consumer for a manufacturer to repurchase their vehicle for failure to comply with warranty remedy requirements (Mag-Moss). In California the mfg. must remedy a condition in 4 repair attempts or less than 30 days out of service. A safety issue must be resolved in 2 repair attempts.

Toyota Inventory Profile (TIP)

A program to help dealers leverage their computer systems to accurately and correctly match service demand with dealer parts supply. TIP helps improve the mix of suggested stock parts in inventory, ultimately reducing repair and maintenance completion times.

Buy Back

A vehicle that has been repurchased by the manufacturer through either lemon law, law suit or arbitration and has a branded title.

Recall/Special Service Campaign (SSC)

An SSC is a formal repair activity by a manufacturer to remedy a defect in a vehicle's workmanship or materials. SSC's do not have an expiration. Limited Service Campaign (LSC) is the same as an SSC except it has an expiration date. A Customer Support Program (CSP) is an extension of the warranty coverage for a specific component for a specific period of time.

Arbitration

Another avenue for a customer to request a manufacturer to repurchase their vehicle for failure to comply with warranty remedy requirements. These cases are decided by an independent body (Toyota uses NCDS) the findings are binding on the mfg but not the customer. The repurchase guideline is the same as lemon law.

Dealer Installed Options (DIO)

Any genuine Toyota accessory added and/or installed by the dealer to a vehicle.

Independent Repair Facility (IRF)

Any repair shop or service facility not affiliated with an automotive manufacturer. These include Pep Boys, Goodyear, Midas and even Mom and Pop shops.

National Service History (NSH)

Archived information on customer repairs and dealer visits. Able to view customer pay history.

Survey Practice Guidlines (SPG)

Are to ensure every dealership has policies and practices that foster an environment where customers can openly express their opinions to Toyota regarding their sales or service experience, while protecting the validity and integrity of the survey.

Parts Sales Xcellerator (PSX)

As a component of STAR Elite, PSX is a reporting tool to help Parts Managers make informed decisions about where their wholesale business is coming from and opportunity areas for growth.

Auto Parts Bridge (APB)

Auto Parts Bridge is an online collision parts ordering system based on an Electric Parts Catalog (EPC) that allows body shops to send repair estimates and orders directly to the dealership.

Excellence Recognition Awards

Awards Parts Managers, Service Managers and CR Managers earn for reaching predetermined metrics. Also includes President's Award, Customer First Advisory Board and other awards for Sales, ASMs and Technicians.

National Highway Traffic Safety Administration (NHTSA)

Body of the government that oversees all automotive manufacturer recalls and customer complaints.

Service BDC

Call center of operations taking inbound and outbound and or making outbound calls to schedule service. Dealers with a SBDC no longer have ASMs take inbound calls which free them up to spend more time with customers.

Dealer Product Report (DPR)

DPR is a technical analysis report generated by a dealership technician. These reports can identify emerging issues at the dealership level.

Field Technical Report (FTR)

FTR is a technical analysis report generated by an FTS. These reports can identify emerging issues, report initial vehicle quality concerns and record accident analysis FTRI

Trend Reports

Financial Reports based off the dealer's financial statement cs the previous year and posted on BOX. Measures Customer Labor Sales, RO Mechanical Parts Sales, Customer Pay ROs, Tires, Wholesale Parts, Retail Parts and More.

Multi- Point Inspection (MPI)

Form that dealers use to identify items or services that need to be performed. It's a report card, that used colors to identify the urgency of repairs, where green=good, yellow=service soon and red=service now.

Owner Communication Program (OCP)

Free for all dealers, this is an email and direct mail service reminder system for owners. We have 3 national vendors dealers can chose from GS Marketing, Epsilon, and DME.

Service Retention Studies (AKA Service Defection Studies)

In depth 3rd party (J.D. Power) studies done by dealer within a metro market to determine why customers chose to defect from having service and or maintence performed at a Toyota Dealer.

Toyota Workout

Internal website for reps to download reports, customize reports, write contact reports and more. tms.workout.com

Service Customer Retention (SCR)

Metric to determine if customers are returning to the dealer for service.

Dealer Performance Evaluation (AKA 6-Pager)

Monthly total operations financial summary report. Excellent for quick overview of all departments, ownership structure, sales, market share, etc. Accessed thru Toyota Workout.

Service Marketing Support Program (SMSP)

New for 2014, umbrella program replaces the 3o year old P&S Co-op program. SMSP encompasses the Owner Communication Program (OCP), New Owner Celebration Program (NOC), Toyota Certified Collision Center Program (TCCC) and Support to Automotive Repair Elite (STARElite Programs)

Defect Information Report (DIR)

Official Toyota report notifying the National Highway Traffic Safety Administration (NHTSA) of intent to conduct a recall.

Parts & Accessory News Today (PANT Bulletin)

Official dealer announcements of general parts & accessory information, product launches, return policies, price adjustments, etc. (Announcements emailed by Lisa Barclay)

Dynamic Retail Selling Guide (DRSG)

Online portal the ASMs and Parts Professionals can use to quote fast moving parts such as; tires, brake pads, wipers, cabin air filters and batteries.

ToyotaCare Plus (TCP)

Pilot Program stating in Apr 2013 to address declining ToyotaCare redemptions. Designed to attract owners after ToyotaCare expires, this 2 yr prepaid maintenance plan covers the 30k, 35k, 40k, 45k, plus roadside assistance for $299, a $700 value. These contacts are sold by ASMs on the service drive, which are different that TCP sold in F&I. The region averages 1,000 per month and the only dealer not participating is Antioch Toyota.

Retention Ranking Report

Posted to BOX monthly, this report ranks all dealers in descending order on key retention indexes.

PLS Survey

Purchase Lease Survey that customers recieve when purchasing a new vehicle. The important P&S Question is "Offered to schedule your FIRST service appointment"

Support to Automotive Repair Elite (STAR Elite)

STAR Elite Program is designed to provide Toyota Dealers with tools to support their wholesale parts business. All program elements can be managed from the enhanced Toyota Wholesale parts Dealer Portal and support four key areas of whole operations; Customer Support, Dealer Operations, Marketing and Reporting. Dealers can also purchase fast moving parts at a discount with our drop ship program. We currently have 38 our of 58 dealers on the STAR Elite program.

ASM Retention Scores

Similar to SCR, ASM retention scores measure how well a customer comes back for service within 6 months of their last visit. Customer does not have to see the same ASM to impact the score. These monthly scores will soon be posted on BOX, once we identify our strategy to share with dealers.

Supplemental Services (AKA Flushes)

Supplemental Services or Flushes are terms used to describe aftermarket companies like Mach and BG, who sell and promote liquid additives that claim to "flush" out impurities within a customer's vehicle, like the cooling system, fuel system, transmission and other components that feature lubricants. Dealers and more often ASMs, Techs and P&S Managers are spiffed by these companies to promote their products. Toyota does not endorse the use of these additives and will deny any warranty claims proven to be causes by these products.

Toyota Certified Collision Center (TCCC)

TCCC program supports Toyota dealers by providing collision industry-leading standards to improve body shops financial and operational performance. In addition, the TCCC Program prmotoes top-quality repairs using Toyota Genuine Parts to maximize dealer sales, profits and most importantly, customer satisfaction and retention.

709RX

TMS generated report that helps identify warranty expense trends, multiple repairs, comebacks and or high op-code usage. This dealer report is fulfilled by request only for Level 3 WPI dealers through Dennis Clarke at TMS.

Top 10 Ranking & All Dealer Ranking Reports

These monthly dealer reports posted on Dealer Daily and BOX highlight the Top 10 Dealers (based off financial statement data) in key metrics like Customer Labor Sales, Customer Pay ROs, Wholesale Parts etc. The separate all dealer ranking report includes all dealers.

Special Service Tools

Tools TMS mandates dealers purchase to perform certain warrantble repairs.

New Owner Celebration (NOC)

Toyota Program that helps dealers host onsite events for new customers, where the dealership can review vehicle features, tours of the dealership, the service department and more. Dealers are encouraged to have minimum of 4 events per year and as part of the program, dealers have access to invitations, signage, brochures, point of sale materials and email templates. www.newownerscelebration.com

Claims Processing System (CPS)

Used to audit and approve dealer warranty claims

VSS Survey

Vehicle Service Survey that customer receive via emails after a customer pay or warranty service has been performed. Within this survey, the following questions are scored and are very important to driving retention. "Offered to schedule NEXT service appointment" and reviewed a "Multipoint inspection"

Dealer Tire

Vendor; who has Maintenance Care Retention Specialists (MCRS) within the region; Briana Barkley and Wendy Kolberg. They help the DSPMs sells and promote the fast moving parts (TCMC products; tires, oil, batteries, wipers, brake pads)

Toyota Owners Online (TOOMs)

Website for owners to find information, service offers, hot to videos etc. Dealers can add offers, but are rarely consistent. www.toyota.com/owners

Toyota Information System (TIS)

Website portal for dealers to access service campaign, recall, and technical information. Dealer can also find tech training information and access to Service Lane, the ASM portal.

Customer First Dashboard (AKA Medallia Website)

Website portal to access all CSI scores, trends, and other retention reports www.toyotaretention.com

Manual Allocation Control (MAC)

When parts supply is low and demand is high (i.e. recall parts), TMS procurement places special parts on MAC, which helps control the flow to dealers to ensure even distribution. This also prevents dealers from stockpiling high demand parts.

ToyotaCare Customer Contact Report (CCR)

a web database that dealers can use to identify owners with ToyotaCare services that are unredeemed. Every new Toyota and Scion comes with 2 yrs/25,000 miles of no cost maintenance. This database can help a dealer contact these customers who have services remaining before expiration, ultimately helping the dealer with Service Customer Retention (SCR) and profitability.

Post Production Option (PPO)

any genuine Toyota accessory added and/or installed at the Port before the vehicle is wholesaled to the dealer. Although dealers can add these options after a vehicle is allocated, they are mostly added by the District Manager.

Service Manager Authorization Program (SMAP)

dealers are assigned to one of three levels of authority, up to a maximum of $3,000, in repair assistance goodwill expense without DSPM approval. SMs are authorized to offer goodwill on vehicles within 7 years or 75,000 miles from the vehicles in-service date, whichever occurs first. See Toyota Warranty P&P Manual section 5.20

Toyota Warranty P&P Manual

found on Dealer Daily under DIVS & SUBS-->Dealer Operations-->Toyota Waaranty. This manual outlines the policies Toyota expects from dealers. Section 5 & 8 focus on Warranty Policy and Repair documentation. As a DSPM, understanding this manual is a funamental requirement of the position.

Toyota Express Maintenance (TXM)

is a production system for quickly performing routine service maintenance using technician teams. Dealers with TXM can typically do oil changes under 30 mins and 30k services under 60 mins, which address convenience and customer defection issues.

Warranty Performance Index (WPI)

measuring tool to determine if dealers are above the norm in warranty repairs. Dealers who are outliers on this report typically have ASMs and or Techs upselling warranty jobs, masking multiple repair attempts as a Toyota Problem, or throwing new parts at issues without proper diagnosis.

ToyotaCare Redemption Reports

monthly dealer report from TMS is posted on BOX and highlights how well a dealer is at redeeming ToyotaCare services. Combined scores is the most important metric, which averages how well the dealer is a redeeming the 5k, 10k, 15k, 20k and 25k services combined. This report is not to be confused with the ToyotaCare Redemption Ranking Report.

ProAsm

new for 2014, this is a regional program designed to motivate and reward ASMs with positive CSI scores. ProASM Score= ASMI+MPI+Offered Next Service Appointment

ToyotaCare Ranking Report

posted on BOX monthly, this report ranks all dealers in descending order on ToyotaCare redemption scores

CSI Ranking Report

posted on BOX monthly, this report tanks all dealers is descending order on key customer satisfaction indexes. (SSI, VDQ, SPSI, Offered 1st, Offered Next, and MPI) Also available on Medallia.