ABOUT NMC


NMC is the automotive specialist that offers strategic and operational support to your business using a variety of cost-effective and flexible services such as Mystery Shopping, Training, Consultancy and Auditing. Working in, but not limited to, after-sales, we aim to create sustainable profitability by understanding the issues and delivering a solution. From helping to develop corporate and operational strategy, to benchmarking your competitors against best practice and customer research for market penetration, we will design, develop and apply a solution to match your requirements.


Our consultants deliver impartial advice and guidance and because they are automotive industry-bred, they are effective from day one of any new programme. Due to their many years of experience, they understand the automotive market and its trends, giving them the knowledge to develop and implement our tailor made programmes to their best effect. Our innovative solutions are created by tying together the key elements required to deliver profitability using proven methods, resulting in sustainable, business benefit to both vehicle manufacturers and dealer networks, which can be evidenced from our case studies.


We strongly believe in ‘right-first-time’, and with over 30 years’ experience within the automotive industry, NMC is well placed to offer you constructive and effective support for sustainable business development.

SERVICES

E-Solution

E-SOLUTIONS

Carefully developed through experience and knowledge of the automotive industry and its needs, E-solutions have resulted in a fit-for-purpose solution to assist any business in a variety of ways. With interactive tools, dashboard views and solutions to assist, E-solutions provide a range of dynamic tools with the aim of improving efficiency and business performance.

Training

TRAINING

Giving your employees the correct skills and knowledge to not only meet, but exceed ever-changing customer expectations. After receiving the highest feedback scores for our classroom-based training courses, we offer a flexible and reliable service which NMC develops and delivers according to your needs.

Mystery Shopping

MYSTERY SHOPPING

A valuable service to any business, mystery shopping provides objective insight into the customer’s experience of your business. Accompanying this, an accurate scoring system is used to compare against best practice that allows identification of areas for improvement, which is clearly displayed using a unique and dynamic reporting tool.

Onsite Consultancy

CONSULTANCY

Need a helping hand from someone knowledgeable and experienced? With total UK coverage, our consultants can fulfil this requirement regardless of location or business needs. Their engagement within your business has the potential to not only improve the performance of the business overall, but to influence the individuals within it too.

Auditing

AUDITING

A highly accurate audit service, with over 50,000 audits completed, provides a thorough and reliable evaluation of your business. Each audit is case specific with guidance available, giving you the tools to drive the business forward by aiding self-help by promoting sustainable and measurable improvements.

OutSourcing

OUTSOURCING

Making recruitment hassle-free, NMC will source, train and implement a suitable individual, team of specialist into your business – giving you the perfect short term project solution. Having a flexible approach that is respectful of brand, we will provide you with top quality recruitment solutions to benefit your business and maximise its performance.

CASE STUDIES

IMPROVING PROFITABILITY AND CUSTOMER SERVICE LEVELS IN AFTERSALES

Toyota

INCREASE IN FIELD TEAM EFFICIENCY AND PRODUCTIVITY

Fiat

BUDGET SERVICE PROPOSITION IN A PREMIUM BRAND MARKET

Lexus

UNDERSTANDING AND BENCHMARKING CAR SALES PROCESSESS

Alfa

AFTERSALES CRM PROGRAMME DRIVING CUSTOMER RETENTION AND DEALER PROFIABILITY

Toyota

BUSINESS APPROACH – AFTERSALES SELLING SKILLS

Vauxhall

MERCEDES-BENZ WORLD MYSTERY SHOP

Mercedes

FGA BUSINESS PROCESS

Alfa

IMPLEMENTATION OF BUSINESS VISUALISATION WORK BOARDS AND PRACTICES

Lexus

TRAINING – CUSTOMER HANDLING AND TECHNICAL PROCESSES

Toyota

FIAT AFTER SALES TRAINING

Fiat

COMPLIANCE – IN DEPTH MULTI-BRAND / MULTIDISCIPLINE

Fiat

NMC PROFILES

Andy Nash

ANDY NASH

MANAGING DIRECTOR

The team captain, navigator of the ship, commander in chief and now shepherd of two flocks (both animals and Homo Sapiens), Andy’s drive and determination is infectious, instilling motivation and belief across the team. Delivering high-quality at all times is at the core of his business e...

The team captain, navigator of the ship, commander in chief and now shepherd of two flocks (both animals and Homo Sapiens), Andy’s drive and determination is infectious, instilling motivation and belief across the team. Delivering high-quality at all times is at the core of his business ethics, whilst maintaining a family-feel and togetherness. Automotives and driving are his passion – no doubt now helping steer his alpacas where he wants his alpacas to go!
Kevin Knighton

KEVIN KNIGHTON

PROJECT MANAGER

Well-travelled, this gives Kev the edge to organise our boozy social events and occasional excursions. Also a fan of the odd-shaped ball game, (League of course), Kev leads by example while providing personable support to his team. Planning is his forte which gives him the organisation, m...

Well-travelled, this gives Kev the edge to organise our boozy social events and occasional excursions. Also a fan of the odd-shaped ball game, (League of course), Kev leads by example while providing personable support to his team. Planning is his forte which gives him the organisation, multitasking and target-driven attributes he needs in order to turn project plans into action and deliver what has been promised.
Chris Gray

CHRIS GRAY

PROJECT MANAGER

Chris brings with him the enthusiasm of a teenager combined with the wisdom of a seasoned operator. With over 20 years in the industry, his passion for motors grows ever stronger and his innovative thinking really shines through. As a keen, but retired footballer/ goalie, he...

Chris brings with him the enthusiasm of a teenager combined with the wisdom of a seasoned operator. With over 20 years in the industry, his passion for motors grows ever stronger and his innovative thinking really shines through. As a keen, but retired footballer/ goalie, he is used to not allowing things slip through his fingers (a safe pair of hands, even under pressure). Out of work, his interests include; football, all things cars, and Thai cooking (although this is limited to eating it, not cooking it!).
Billy Nash

BILLY NASH

HEAD OF IT

A qualified programmer and keen rugby player, Billy provides the innovative ideas behind the IT department. Perfection and dedication brought him his 1st, despite all the rugby! Flowing with creativity and channelling this through a logical, methodical approach results in fresh, y...

A qualified programmer and keen rugby player, Billy provides the innovative ideas behind the IT department. Perfection and dedication brought him his 1st, despite all the rugby! Flowing with creativity and channelling this through a logical, methodical approach results in fresh, yet realistic designs.
Alexander Wass

ALEXANDER WASS

HEAD OF PERFORMANCE MANAGEMENT

A black and white and sometimes sepia type of person with a keen eye for photography, Alexander is dependable, dedicated and follows a meticulous, analytical approach to performance management. With a direct approach to his work you will always be sure to get a straightforward r...

A black and white and sometimes sepia type of person with a keen eye for photography, Alexander is dependable, dedicated and follows a meticulous, analytical approach to performance management. With a direct approach to his work you will always be sure to get a straightforward response at top-shutter speed.
Sarah Willis

SARAH WILLIS

OFFICE SUPPORT

Barking mad and animal crazy, Sarah brings light and humour into the office and customer service. Normally communicating with the four-legged kind makes communication with our consultants a breeze. As a long-term resident of NMC, everyone knows Sarah will dot t...

Barking mad and animal crazy, Sarah brings light and humour into the office and customer service. Normally communicating with the four-legged kind makes communication with our consultants a breeze. As a long-term resident of NMC, everyone knows Sarah will dot their i’s and cross their t’s with her perfectionist persona. Her graphic design background and artistic creative flair allow her to create designs as dynamic as she is.
Phil Wilks

PHIL WILKS

SENIOR CONSULTANT

When Phil speaks, people sit up and listen……and listen……and listen. Never short of something to say, Phil has a great work ethic and this passion for life extends to his true love, Harley Davidson. There is no doubt Harley Davidson has enabled him to steer a path for himself, with drive and...

When Phil speaks, people sit up and listen……and listen……and listen. Never short of something to say, Phil has a great work ethic and this passion for life extends to his true love, Harley Davidson. There is no doubt Harley Davidson has enabled him to steer a path for himself, with drive and determination at the fore, this enables him to handle situations and also step up the gears when needed. With bespoke ideas, Phil always sees the best road ahead for his clients.

TESTIMONIALS

  • NMC's skillset, combined with their knowledge, both of our brand and the greater automotive industry, made them an obvious choice
    John Smith – Lexus GB
  • Throughout the duration of this project NMC demonstrated their flexible approach to my requirement. It has been enjoyable working with NMC as they add real value
    Amanda Newport – FGA
  • The way in which they reported their findings and the utilisation of a very clever but simple to use web based communication tool, allowed us to design fresh operating standards and provide our network with very effective training and support.
    CSI Manager – FGA
  • NMC has helped us to build and realise the vision we have for our business. Their specialists over-deliver on expectations and their people always respond when we need them.
    Gary Bixley – Jemca Group
  • I have worked with NMC over a number of years across a variety of projects. Their knowledge of the industry and its challenges matched to their innovative solutions, practical implementation and understanding of our brand, is hugely beneficial and I would not hesitate in recommending them.
    Richard Horner – LexusCare
  • NMC Consultants are incisive in understanding business improvement issues and have offered practical solutions to enable continuous improvement to be implemented by Toyota GB – in fact to call them a consultancy is a disservice
    Steve Settle, Director Customer Services, Toyota GB Plc

NEWS

View all

Left Arrow
News Feed Thumbnail

Are you your customer’s best option in town? ...

News Feed Thumbnail

Why CSI scores are a very poor guide to car b...

News Feed Thumbnail

Who says Sports cars are not practical, meet ...

News Feed Thumbnail

J.D. Power (McGraw Hill Financial) - Technolo...

News Feed Thumbnail

It's Not What You Do; It's the Way that You D...

News Feed Thumbnail

NMC Wins Mystery Shopping Contract

Right Arrow

CAREERS


CONTACT

8 CHURCH SQUARE

LEIGHTON BUZZARD

BEDFORDSHIRE

LU7 1AE (UK)

TEL: 01525 372001



E-Solution

E-Solutions

Interactive tools, dashboard views and solutions to assist are just some of the features which make up our EASY-TO-USE software applications. A variety of applications, with scope for more, have been brought to life by our own IT engineers to support business GROWTH and efficient exchange of information. Carefully developed through experience and knowledge of the automotive industry and its needs, E-solutions have resulted in a FIT-FOR-PUPOSE solution to assist any business in a variety of ways.

Field Manager:
A key tool for zone, regional and national managers alike, the field manager portal is necessary for tracking KPI’s and monitoring team performance. The field manager presents this information using an interactive dashboard, while providing necessary tools for effective management; from constructing agendas and development plans, to hosting its own exclusive document library for easy file-sharing, giving managers the opportunity to simplify management and therefore improving efficiency. “Read how we adapted Field Manager for Fiat’s Field Team”

Knowledge Portal:
Closely linked with our auditing service, the knowledge portal offers dashboard reporting for audit results. From this, action plans can be easily and quickly derived using audit results to effectively manage business performance and enhancement. Check your scores against your competitors and move up the ranks to the top in the league table.

Elephant:
Our own mystery shopping reporting tool, displaying telephone, email and physical mystery shopping experiences and their relevant score sheets. The experiences are extremely accessible, whether you want to watch it via live-streaming, download it for later or export the score sheet into a working document; the options are all clearly displayed with full functionality. Being able to re-live the experience, as well as see the accompanying scores, is what makes Elephant useful – the customers experience is brought to life and both positive and areas for improvement are highlighted and evidenced. Find out more about our Mystery Shopping services.



Smart-Link:
Giving the ‘garage experience’ to customers anywhere. Smart-link provides benefits to both the dealership, as well as the client, by closing the necessary communication gap by increasing transparency, allowing customers to track the progress and see what is being done to their car and when, using pictures and videos on any device. The dealership is able to give customers quotes for any other work that may be advised, as well as giving them direct access to marketing deals in an instance using this unique software, making it a valuable addition to any dealership.

To find out more about any of our e-solutions, please call us on 01525 372001 or email contact@nmcltd.co.uk
X
Training

Training

Engaging, imaginative and interactive are three words to describe the classroom-based commercial training NMC develops and delivers. We understand that customer expectations and satisfaction are important contributors to business SUCCESS and therefore profitability. Employees need to possess and be able to apply the correct SKILLS and KNOWLEDGE coupled with the correct ATTITUDE, not only to meet these expectations, but to exceed them. It is with our training that they are given the opportunity to do this.

The Trainers:
Our credible trainers are able to deliver the training sessions with an empathetic outlook due to their vast experience. They have a thorough understanding of the automotive industry and the workplace, giving them the knowledge and ability to work with people at all levels. Approachable and efficient, our trainers use their expertise to combine the right training method with the type of training required, ensuring a uniquely tailored training solution is delivered.

The Technique:
Training courses are established from a mixture of three main elements; knowledge, understanding and technique. The training requirements are analysed and the sessions are based around this so that each course is specific and relevant. Our trainers use our own EDIP methodology, which has been seen to provide sustainable results that really do make a difference.

We have been providing training solutions for 10 YEARS, which are respectful and in-line with the individual vehicle manufacturers branding. Receiving the HIGHEST FEEDBACK SCORES for training courses from delegates across a number of vehicle manufacturers reflects our effectiveness and what we could provide for you.

Read about the training solution we provided for Vauxhall.

To find out more about our training, please call us on 01525 372001 or email contact@nmcltd.co.uk
X
Mystery Shopping

Mystery Shopping



Bringing the customers’ experience ALIVE for managers to see, mystery shopping gives them the valuable opportunity to gain OBJECTIVE INSIGHT into what it feels like to be a patron of their business in a real-life scenario. Customer expectations and satisfaction are an important aspect of any business and are ever-changing within the automotive industry, making CUSTOMER MANAGEMENT a high priority for business managers and their employees. This demonstrates the significance of mystery shopping, playing an important role in improving customer handling and training due to the visualisation of the CUSTOMERS' EXPERIENCE and the ability to compare results to BEST PRACTICE for further improvements.

Comprising of telephone, email and physical evaluations, which are completed by experienced automotive experts with full industry training, our mystery shopping solutions have the ability to give you a well-rounded view on customer service and management within your business. Our fair and accurate scoring system gives confidence and is accurately and visually displayed using our own E-solutions.



The mystery shopping reporting tool provides this accurate, interactive and dynamic display of results



Read about our mystery shopping programme at Fiat Group Automobiles

To find out more about our training, please call us on 01525 372001 or email contact@nmcltd.co.uk

X
Onsite Consultancy

Consultancy:

Business analysis is imperative to performance and SUSTAINABLE GROWTH, and the key parts of analysis are the identification and addressing of core problems – indicating that there may be the need for CHANGE. Our consultancy solution can aid this, using techniques, experience and understanding to improve EFFICIENCY, PROCESSES and STANDARD OPERATING PROCEDURES. All potential changes have the ability to impact staff and customer satisfaction, both being important components of business SUCCESS.

The Consultants: Our consultants are all highly skilled and experienced operators who have a brilliant understanding of the dealership environment, the end goal and how to apply their skills to get you there through sustainable solutions. With total UK coverage and the ability to communicate at all levels, our consultants are fully equipped to help your business regardless of location or business needs. Their engagement within your business allows them to identify the areas for improvement and follow this up with practical solutions which are implemented within the dealership itself, with the coaching of staff available if required.

Coaching: Coaching is individualised and completely adaptable to development. Our consultants are able to share their wide range of knowledge and expertise and offer constructive feedback for optimal staff development and growth. Explanations and demonstrations from experienced, automotive-bred consultants ensure that an improvement will be seen in both individuals and will transfer to the business as a whole.

Our consultants offer a fresh PERSPECTIVE and a FLEXIBLE APPROACH towards your business, with the aim of reducing business waste, maximising efficiency and enhancing business profit by using solutions to create a SUSTAINABLE platform for continuous improvement.

Read about the consultancy service we provided for Toyota GB

To find out more about our training, please call us on 01525 372001 or email contact@nmcltd.co.uk
X
Auditing

Auditing

Our auditing service provides a RELIABLE, cost effective and THOROUGH EVALUATION of your business, offering you security and PEACE OF MIND by providing you with the necessary knowledge of your own business and its PERFORMANCE. Promoting sustainable improvement and self-help, our auditing service allows specific self-evaluation using original reporting tools.

The Auditors: Our auditors are fully trained on methodologies and brand emersion, giving you full confidence in their competence. The ability to clearly present their findings gives you the tools you need to drive your business forward.

The Audits: This objective measurement of business performance is case-specific, with each topic being broken down into its clear definition. Clear parameters are given to outline how each topic is evaluated, to add transparency and reduce subjectivity. Guidance can also be provided to rectify any identified issues, as well as for any improvements that need to be made. All this information, which is clearly displayed using our Knowledge Portal as part of our E-solutions, allows for self-evaluation and therefore self-help and improvement - in other words, a sustainable solution which gives the business ownership of their standards and related improvements.

With over 50,500 audits completed and a 0.01% error rate, it is evidenced that we offer a CLASS-LEADING and ACCURATE audit service that has the ability to give the clients ownership of their own standards, but providing GUIDANCE at the same time when sought.

Read about the brand auditing service we provided for a UK Client

To find out more about our training, please call us on 01525 372001 or email contact@nmcltd.co.uk
X
OutSourcing

Outsourcing



Whether the requirement is for an individual, a specialist or for a team, NMC can support your business by using our IN-HOUSE TEAM to supply your individual needs. Alternatively, we can help by not only assisting with the recruitment selection, but the initial training and on-going development of both in-house and external staff too. Providing top-quality recruitment solutions can help aid your business improvement, making this the ideal solution for a SHORT-TERM PROJECT or where a SPECIALIST may be needed.

Leave the management and payroll to us, and we will implement and settle the individual, specialist or team directly into your business, making recruitment hassle-free. Remaining respectful of brand, our recruitment solutions will benefit your business and maximise its performance.

Our packages are cost effective and flexible, with the ability to morph so that we can meet your individual requirements.

To find out more about our training, please call us on 01525 372001 or email contact@nmcltd.co.uk
X

IMPROVING PROFITABILITY AND CUSTOMER SERVICE LEVELS IN AFTERSALES


NMC worked with Toyota GB to increase the profitability of their aftersales business and increase customer satisfaction to improve retention in a slowing market, and meet the global objective of increased car sales in the UK market.

Having worked with Toyota GB (TGB) over a number of years, supporting them through an array of programmes and similar challenges, we were engaged to support them in meeting this challenge. We worked with TGB through a full lifecycle programme to create a sustainable uplift in performance across both aftersales and customer satisfaction, using a three phase strategy approach.

The first stage required a full business review, which resulted in identifying the 4-8 year vehicle parc had very little penetration and a new proposition should be developed which would appeal to a bigger section of their customer base and lessen the impact of the new car sales initiative. Following a comprehensive research programme, we developed a new customer proposition which would meet the required service levels and maintain brand reassurance for owners of 0-3 year old vehicles while delivering value for money, transparency and convenience to customers in the 4-8 year old vehicle parc.

The pilot stage used a small section of TGB’s network, to ensure the proposition was both robust and easily delivered by centre staff. Following a successful pilot, we developed an implementation plan and support package for the full scale, roll out across Toyota’s 200+ network and included knowledge share and skills transfer, for a sustainable platform.

Results
The programme realised fantastic achievements in aftersales profitability, customer satisfaction and customer retention. It is a legacy which is still in place today as a standard operating model across Toyota GB’s network.

“NMC Consultants are incisive in understanding business improvement issues and have offered practical solutions to enable continuous improvement to be implemented by Toyota GB – in fact to call them a consultancy is a disservice.”

Steve Settle, Director Customer Services, Toyota GB Plc
X

INCREASE IN FIELD TEAM EFFICIENCY AND PRODUCTIVITY

NMC were engaged by Fiat to develop a solution which would allow managers to free their time and enable them to focus on business profitability.

FIAT has over 300 centres in their network, across three franchised brands and managed by three separate field teams. This resulted in each field manager having to interpret up to six different management information streams before they could understand business performance and move to identify roadblocks or opportunities for growth. Further to this each field manager could interpret the information differently, with no uniform approach.

Following a comprehensive review to fully define the requirement for Fiat, we used our skills and experience to develop a web based management communications tool. This tool encompassed all information/data streams and provided a simple visual scorecard which would highlight performance variances and opportunities for growth. Whilst undertaking this project, we identified a need for a contact management system and intranet system to support information within the business, and in addition, a management reporting tool for senior management.

Results
This was a very successful project for Fiat and produced a solid increase in efficiency and transparency, whilst delivering a robust and well-structured reporting process. It has reduced inefficiency and allowed managers to take on greater responsibility, and in some cases, a broader role in the organisation. This project has enhanced staff satisfaction and greatly improved team morale, releasing business pressures and has been successful to such an extent, we are currently scoping the expansion of the tool to encompass further business needs and possible European roll-out.

“The way in which they reported their findings and the utilisation of a very clever but simple to use web based communication tool, allowed us to design fresh operating standards and provide our network with very effective training and support.”

CSI Manager – FGA
X

BUDGET SERVICE PROPOSITION IN A PREMIUM BRAND MARKET

NMC was engaged with Lexus to deliver several phases of their strategy to deliver increased customer value through reduced fixed wear and tear items, economy service options and service payment plans.

Lexus wanted to develop a customer value proposition to aid uplift in service penetration of the retail parc.

Phase 1 – we conducted research to ensure the proposition has maximum appeal for the customer in line with the Lexus brand including:
Phase 2 – findings were presented to stakeholders and, with approval, moved to development roll-out phase of a new customer proposition:
Results
Lexus now have a competitive customer proposition which is aligned to the needs of motorists with Lexus vehicles of all ages. The proposition offers a structured, consistent service offering and provides a sound launch pad for attracting a broader range of Lexus vehicles and owners. It realises the ambition of Lexus to continue offering their legendary customer service and increasing service department profitability through a win, retain and grow strategy.

“I have worked with NMC over a number of years across a variety of projects. Their knowledge of the industry and its challenges matched to their innovative solutions, practical implementation and understanding of our brand, is hugely beneficial and I would not hesitate in recommending them.”

Richard Horner – LexusCare
X

UNDERSTANDING AND BENCHMARKING CAR SALES PROCESSESS


NMC was engaged with Fiat Group Automobiles to help with development of a solution to separate Alfa Romeo from the Fiat brand and establish two individual retail networks in the UK, each focusing on their own unique brand strengths.

Fiat Group Automobiles (FGA) had an ambition to separate Alfa Romeo from their Fiat brand. This was supported by the introduction of additional models for each of the marques; Fiat Panda and 500, Alfa Romeo Brera, 159 and MiTo.

Having supported FGA for a number of years, delivering several successful, customer driven initiatives for their UK retail network, we were engaged to develop an innovative solution to FGA’s requirement of understanding Alfa Romeo’s brand positioning in the premium market place.

We identified the best approach would be to understand the current performance of Alfa Romeo’s sales delivery process and then benchmark this performance against their premium market competitors. Following a review of the current sales process, we quickly identified the need to develop a robust scale of measurement which would provide Alfa Romeo with an accurate benchmark result and, in addition, include competitors who had recently gone through their own brand separation.ie, Audi and Lexus, and a further competitor in BMW.

As a vehicle to attain the information, we designed a mystery shopping programme which would not only capture the benchmark data, but through the use of leading edge covert camera technology, allow FGA management to experience how the brand is sold, through the customers’ eyes.

To communicate our findings effectively, we developed a bespoke measurement interface that would compensate for the uniqueness of each brand’s sales process and enable us to reliably plot the results on a comparative scale. Results ranged from a customer centric sales approach (lifestyle requirements) through to a product focused approach (features and benefits). This information paved the way for a large review and ultimately, a redesign of the standard processes for customer sales across the brand.

Results
Through the use of our bespoke web based management communications solution, Alfa Romeo’s field management team were able to effectively and efficiently communicate training needs analysis, field team information and aid network self-help. In addition, this objective measurement process has been written into the franchise operating standards for which all Alfa Romeo dealers are measured.
X

AFTERSALES CRM PROGRAMME DRIVING CUSTOMER RETENTION AND DEALER PROFIABILITY


NMC were commissioned to work with Toyota GB to evolve their business by creating further opportunities to improve customer retention and service delivery, by creating the Toyota Maintenance Reminder System.

Toyota GB (TGB)’s current operations gave them the opportunity to have many additional services available for customers: maintenance packages, extended warranty, insurance and breakdown cover. Despite the extra services offered, the system of reminding customers for MOTs, services and annual renewal of products was deemed as being variable across the TGB network – highlighting an area for improvement. As a result, the need arose to design and implement a first-class, industry-leading support programme to standardise, correct and improve the reminding system.

Working with TGB, we created the Toyota Maintenance Reminder System. Following a period of extensive research, a selection of six dealers were chosen to be used in a pilot study to test theories and refine ideas before the programme was implemented across the Toyota GB network.

Programme implementation during the pilot study showed the following results:
Results
After gathering these results from the pilot dealers, the entire TGB network was provided with the extensive support package, which was now evidenced to add business value, profitability and customer retention.

“NMC Consultants are incisive in understanding business improvement issues and have offered practical solutions to enable continuous improvement to be implemented by Toyota GB – in fact to call them a consultancy is a disservice.”

Steve Settle, Director Customer Services, Toyota GB Plc
X

BUSINESS APPROACH – AFTERSALES SELLING SKILLS

After a particular weakness was exposed as part of a nationwide series of mystery shops regarding Vauxhall’s Masterfit programme, NMC provided ‘emergency’ support to provide training for service and parts advisors.

Whilst we had not been involved in the mystery shop activity, Vauxhall had results indicating that some dealers in their network, and specifically one region, required support. The area in question was the dealers’ ability to handle customer telephone enquiries – whether through parts or service departments as the mystery shop exercise clearly demonstrated a lack of constructive approach. The request placed with us was to develop a one day training module that would standardise the approach for both parts and service. Additionally, to resource the training activity and coordinate the venues – the window provided was just two weeks.

Given that our core resource is fully utilised, the opportunity to free up resource was never going to be easy. However, in certain areas of our business we operate in such a way that allows a degree of flexibility to ‘expand and collapse’ our family tree. Training is just one of those areas.

Having determined the client requirements we set about examining the mystery shop evidence to uncover where the scores had indicated weakness and also to establish via ‘drill-down’ if there were any specifics that were not being covered. From this we were able to gain a depth of understanding necessary to prioritise the content of the courses. Based on the evidence there was only one way of our achieving this level of understanding - we would have to listen to the mystery shops!

Results
Based on our learning we developed two 1 day courses aimed at Service and Parts Advisors respectively. Each course took into account the specified approach regarding telephone customer handling and directly at covering every aspect of the Mystery Shop criteria, as this formed the basis of a straight-forward enquiry. More complex activities were built around delivering confidence in the customer and to this end certain behavioural information lifted from the initial tranche of mystery shop calls was used to effect.
X

MERCEDES-BENZ WORLD MYSTERY SHOP

NMC was selected by Mercedes-Benz to conduct a broad programme of mystery shopping, training and development activity across a wide range of scenarios, at Mercedes-Benz highest profile site at a strategically critical time.

In October 2006, Mercedes-Benz World opened to the public on the historic Brooklands racing site. The opening provided a live Mercedes-Benz experience to be enjoyed by everyone of all ages (some 300,000 people per year). This unique brand experience centre has continued to excite and touch the senses with an array of attractions and pulse-racing driving experiences available every day.

With Mercedes-Benz aspiration of providing a first class customer experience across an array of attractions and 3 floors of fully functional car sales and aftersales departments, it was quickly realised that understanding the customer journey and mapping the processes for customer interaction would be key to achieving Mercedes-Benz UK’s aspirations for customer service – the initial part of the customer journey being managed by the 50+ hosting team and/or the front line call centre operation.

Our key challenges focused on measuring the customer experience across multiple facilities, passenger car sales, track experience etc., and developing a suite of scenarios which were then matched to shopper profiles from our database. Through utilisation of the correct technology we developed a reporting suite that ensured correct design, capture, report development and analysis of each event. We then presented our findings to the Managing Director, Peter O’Halloran, senior management and staff, providing advice and guidance on best practice, critical changes and enhancements.

In support of this activity we undertook physical and telephone benchmarking exercises against best in class providers of similar service offerings – fine dining restaurants, premium brand vehicle manufacturers, and designer boutique and track days/executive experiences. The first six months of this programme was extremely critical as it included an intensive focus on ensuring that the people, processes and systems were fit for purpose and stress tested to minimise any impact on customer satisfaction.

Results
Following this period, NMC was retained by Mercedes-Benz for a further 24 months to ensure there was no reduction/slippage in customer satisfaction and act as an early warning system for Mercedes management.
X

FIAT GROUP AUTOMOBILE BUSINESS PROCESS

With a requirement to increase the business performance of an ailing franchise dealership, NMC worked with Fiat Group Automobiles to implement a number of change programmes which would provide a sustainable uplift in dealer profitability.

The avoidance and reduction of business waste.ie, budget, time and resource, is critical to organisations in our industry but through the correct application and use of effective, efficient, processes and standard operating procedures (SOPs), the impacts can be reduced – in fact we can enhance business profit.

Developed through our work with some of the top 10 vehicle manufacturers recognised by JD Power, our process programmes help organisation better understand how the mapping, re-engineering and implementation of SOPs and business processes, underpin and improve business performance.

Following a short business evaluation supported by a complete telephone, email and physical mystery shop, our consultants quickly identified that the fundamental processes in the business were either not followed to brand standard or were no longer meeting the needs of the business. We undertook a full review based on our process, people and technology methodology and developed a management report detailing where a process was either required or broken, and how we will fix it.

Implementing a suite of over 200 processes, relevant to the parts, technician and customer service departments, along with a number of 1-to-1 coaching and group training sessions, we not only implemented more effective business processes but a foundation for sustainable change and a culture of continuous business improvement. Following this period, we were retained by FGA as project guardians to ensure there was no reduction/slippage.

Results
We went on to support FGA throughout the business improvement programme, implementing projects to increase performance in parts distribution, CRM / customer retention and customer handling training.

“Throughout the duration of this project NMC demonstrated their flexible approach to my requirement. It has been enjoyable working with NMC as they add real value.”

Amanda Newport – FGA
X

IMPLEMENTATION OF BUSINESS VISUALISATION WORK BOARDS AND PRACTICES


NMC were engaged to carry out compliance audits on business practices and processes following research that concluded our UK client did not comply with the European parent’s wishes and standards.

Although there was a good basic understanding of probable misalignments, it was decided that an independent review of the client network was in order, and this review should include reference to:
The intention was that once the gaps had been established, we would be entrusted to implement any necessary changes through a series of training activity and change management projects.

There were a number of misalignments identified, and over a six month period, we revisited the majority of Lexus network partners and implemented the necessary changes. Although brand compliance was a greatly important requirement, the business commerciality was always at the uppermost in our thinking. Our consultants addressed many issues that were seen as potential points of disagreement, largely down to cultural differences, but by applying themselves in a sensitive and respectful manner, the initial and expected reluctance to change was overcome.

One of the key missing requirements centred round the day-to-day visualisation of the business. Over the years the need for workplace boards, such as “T Cards boards”, had been superseded with programmes within the various Dealer Management Systems (DMS) used. Arguably, this technological advancement seemed impressive but had also led to a breakdown in communications between the key internal departments. This lack of instant progress recognition was leading to unnecessary delays and customer/business pinch points so we designed and timed a detailed plan for all network partners to move toward compliance and within this plan the visualisation issue was addressed.

Firstly, we explained during on-site briefing sessions, our aims and objectives. Once they were understood fully, our network partners agreed to implement a programme of change with our support and guidance. New boards were manufactured, designed in line with the challenges of our current environment and needs, rather than in homage to out-dated practices. Once these new visual aids were onsite, our consultants installed them and trained the entire dealers’ staff in best usage, understanding, and management. Our methodology involved not only knowledge transfer but also the practical application, and most importantly, the techniques required to fully utilise and exploit this important change.

Results
Initial results proved the programme to be very successful, yet it is the sustainability of any business process development that is the real measure of success, and NMC are pleased to still measure the compliance of business visualisation through our client evaluations and it is gratifying that all network partners are still compliant and enjoying the fruits of the changes made.
X

TRAINING – CUSTOMER HANDLING AND TECHNICAL PROCESSES

NMC worked with our client to create a programme to take a European manufacturing process and develop it into a “Customer First” proposition which would be suitable to take to market within the UK service retail environment.

We have been involved in several aspects of customer handling training within the automotive industry for many years and this occasion gave us the opportunity to combine these skills with our technical knowhow to deliver this specialist programme.

Carrying out servicing and repairs using specialist equipment and multiple technical resources is nothing new. In the past network capacity has always been the driver and we have had experience of smooth process workflow, extended opening hours, courtesy service expansion, and additional facility integration.

The commerciality of the process was of paramount importance. Workshop utilisation and productive efficiency needed to run hand in hand with an enhanced and appreciated customer offer. We addressed both these fundamental success areas with equal gusto and developed distinguishing customer handling processes and techniques (CHPs), alongside technical standard operating procedures (SOPs). Our implementation team members were charged with joining these two elements up within diverse dealer operational circumstances. We also created “Fit for purpose”, a specialist equipment training methodology.

Results
Working alongside our clients centralised training academy, we supported them to integrate our training course modules in to their standard syllabus, ensuring knowledge transfer of best practice. The majority of the dealer training and coaching was rolled out over a two year period using a phased approach. Each change was taught, bedded down, confirmed, measured and often finessed during the next tranche. We also produced supporting training films and presentations – these have been acknowledged as some of the best created within our industry.
X

FIAT AFTER SALES TRAINING

NMC worked with our UK based client who had been instructed by its European parent company to deliver “new” after sales process training to its entire network.

The original contents and approach of this training, whilst extremely relevant for the mainland European markets, was not deemed as wholly suitable as many of the references and processes referred to were either out-dated or had been replaced by sophisticated web based /portal accessible procedures. Our first step was to align the Pan European substance then remove the non-relevant material replacing it with the UK elements.

We had limited time to evaluate existing information and develop a strategy for event content based on the fact that content had to be relevant to the UK market whilst not losing fundamental core messages. We had to take into account all the key stakeholder requirements and ensure all material was relevant for both Service Advisors and Managers.

By creating interdependent but linked learning modules with dependency from all angles we designed check and balance exercises along with facilitated workshop sessions within the training delivery to guarantee delegate understanding and compliance. This approach was also designed to utilise delegate experience and lift best practice from the processes and promote joined up thinking for enthusiastic and energetic implementation back at dealer. By also structuring the course contents flexibly we catered for varying existing delegate competency along with differing levels of feedback. In essence this directed trainer effort toward individual needs rather than applying a less effective broad brush approach.

This training was mandatory for the manufacturer’s franchised network and timely delivery was also required. We were selected to deliver the initial sessions which were academy based. Before network roll out our trainers demonstrated the course development in full using a consultative approach to our client’s field team. By using the teams’ feedback the materials were fine-tuned, created electronically and in hard copy and then commenced as “Train the trainer sessions” following quickly on through the dealer network at a number of regional venues. Because these courses were mandatory it was imperative that the network investment in the training events needed to be appreciated as well as UK environmentally friendly.

Results
The training was followed up during another project delivered by us where the extremely positive training impact was measured both with regard to processes and behaviour.

“Just a big thanks you to you for all the help and support you have provided this year. I will look forward to working with you again.”

Matthew Watkiss, Unetversity Aftersales Training Manager

“Good coverage and relevant to my working environment.”
“Enjoyed the course and have taken good info and ideas from it.”
“I found the course interesting and learnt a lot of new things”

Sample of course delegate feedback
X

COMPLIANCE – IN DEPTH MULTI-BRAND / MULTIDISCIPLINE

NMC was appointed to carry out a brand standards audit for our client covering the dealer network across all of their brands.

Our client has a number of brands within their parent company portfolio, so to ensure consistency in our delivery; we held pre-operational training sessions with our team, providing considerable detail on brand DNA. In addition, we provided further training on specific technical sections; from navigating the intranet to workshop loading processes. This ensured our team would be fully knowledgeable on every section of the audit, reducing the likelihood of a decision being challenged, and that our team were more than competent when it came to the interrogation and the subsequent interpretation before assessment takes place.

It was of the utmost importance that our auditing team were seen as independent of client or dealer, and behave in a dispassionate yet courteous and professional manner at all times. Our team members, who are often from operational backgrounds, excel in situations like this as they understand the automotive dealership can be a highly pressurised environment to work in.

Our approach to our clients’ network partners emphasises our belief in good manners and professionalism. At the same time, our approach further emphasises that we have been retained to audit their business on behalf of the manufacturer, and as such, will do nothing that may undermine the reputation of the vehicle manufacturer.

It’s important that our client’s field or senior management team are never compromised by an inappropriate comment or behaviour.

The brand audit process is comprehensive and centres on nine key areas - facilities, Human Resources, workshop equipment and IT systems, corporate identity, business requirements, aftersales operation, service, parts and finally, processes. In total, this accounts for over 170 evaluation points per dealer.

Each audit is completed within 1 working day and all audits are submitted within 48 hours of completion in the correct format.

We are always project focused (especially when it comes to auditing duties) but we are also aware that circumstances can change regardless of the requirement or agreed project plan. We have often needed to respond to change with very little notice and we have been made aware that our client has appreciated that flexibility – the spirit of a true partnership and not just as order takers or supplier.

Results
We are proud to say we deliver this project on time, to budget, without third party complaint, and in what can be a very challenging environment.
News Feed Thumbnail

Are you your customer’s best option in town? Are your workshops at full capacity?

News Feed Thumbnail

Why CSI scores are a very poor guide to car buyers' behaviour

News Feed Thumbnail

Who says Sports cars are not practical, meet the new McLaren 570GT

News Feed Thumbnail

J.D. Power (McGraw Hill Financial) - Technology is Creating Problems for Vehicle Owners

News Feed Thumbnail

It's Not What You Do; It's the Way that You Do It...

News Feed Thumbnail

NMC Wins Mystery Shopping Contract