Throughout last year, Volkswagen Commercial Vehicles has been introducing a Partner Certification Programme across its national network of Van Centres which aims to ensure customers receive the highest standards of service.
To achieve this, Volkswagen AG, Germany, in conjunction with Volkswagen Commercial Vehicles UK, has drawn up a set of procedures covering every aspect of the business with which each Van Centre has to comply. It incorporates ISO (International Organisation for Standardisation) and BER (Block Exemption Regulation) compliance.
The procedures are designed to provide a standardised level of quality service throughout the network. To gain certification, each Van Centre has to pass an annual audit by an independent, accredited registrar. After carrying out a stringent inspection, the registrar will, if satisfied that the required standards have been met, grant certification.
The inspection or audit covers many areas of Van Centre business including:
- Maintenance and service facilities
- Stocks of parts and accessories
- Reception and customer service areas
- Internal and external signage
- POS and sales literature
Peter Wyhinny, Director of Volkswagen Commercial Vehicles, stresses the importance of Partner Certification: ‘The programme is essential to our continued commercial success. It not only forms the basis for a professional and efficient business but creates the right environment for high quality customer care.’
To date, nearly half of Volkswagen Commercial Vehicles’ national network of Van Centres has been awarded Partner Certification.Published 6 January 2005