Sustainability Performance of Authorized Dealers and After-Sales Services

Sustainability Performance of Authorized Dealers and After Sales Services

Sustainability Performance of Authorized Dealers and After Sales Service Centers

Driven with the mission of leading the automotive industry in sustainability, Doğuş Otomotiv aims at guiding all stakeholders both within the organization and also its sphere of influence. Within the scope of Sustainability work, which the company has been carrying out in global standards for the last six years, the Sustainability efforts of three Authorized Dealers and After-sales Service Centers selected as pilot in 2012 have been included in the report. After the employees of these Authorized Dealers and After-sales Service Centers were trained on Sustainability by our expert consultants, recommendations were offered to the Authorized Dealers and After-sales Service Centers in order to reveal their Sustainability performances, to improve their relevant processes and to develop their Sustainability efforts further.

 

We are striving to increase the number of Authorized Dealers and After-sales Service Centers we have been including in our annual Sustainability reports since 2012. We included 17 Authorized Dealers and After-sales Service Centers in 2016. Our goal is to encourage and foster consciousness of independent reporting among our Authorized Dealers and After-sales Service Centers.

 

Doğuş Otomotiv provides all necessary support to help our Authorized Dealers and After-sales Service Centers to improve their relevant processes and to develop their measurement systems, and also monitors the progress at regular intervals. Our Sustainability consultants along with the Strategic Marketing and Corporate Communications Department visit each of the Authorized Dealers and After-sales Service Centers, whose performances are included in the Report, during the year, assess their Sustainability performances, and provide information about how the process should advance. The performance of these Authorized Dealers and After-sales Service Centers in numbers is monitored regularly, helping both the Company to reduce costs and also Doğuş Otomotiv to achieve positive changes in its sphere of influence. In this manner, our efforts to enhance our indirect economic contributions and to reduce ecological impact become more effective. Furthermore, we have conducted Sustainability surveys at Authorized Dealers and After-sales Service Centers, whose performances are included in the Report, measured the extent of contributions that these efforts have generated, and received feedback to advance such work more effectively. Measurement and feedback mechanisms continue annually, and help to improve systems further.

 

Ethical Approach at Authorized Dealers and After-sales Service Centers

All Authorized Dealers and After-sales Service Centers pay their employees’ wages and insurance premiums regularly, comply with legal minimum wage requirements, and act in accordance with legal obligations within notification periods.

Authorized Dealers and After-sales Service Centers do not employ children younger than 15 years of age. On the other hand, some Authorized Dealers and After-sales Service Centers employ interns, who are students at Vocational High Schools and insured by relevant institutions, in accordance with legal obligations and requirements.

Doğuş Otomotiv acts in accordance with responsible marketing principles and legal obligations in all advertising and marketing activities, and does not share any data of customers in the portfolios of Authorized Dealers and After-sales Service Centers with third parties.

Audit departments conduct all necessary audits and inspections in stock taking of spare parts, etc. to eliminate any bribery or corruption, and report their findings monthly.

Taking into consideration Doğuş Otomotiv Code of Ethics, Authorized Dealers and After-sales Service Centers provide information to their employees on their own business ethics codes, and also conduct necessary internal audits.

 

Informing Customers at Authorized Dealers and After-sales Service Centers

Doğuş Otomotiv provides sales representatives with detailed technical and safety trainings pertaining to its products. Sales representatives present brochures to customers, and inform them about vehicle manuals, including the technical specifications and driving features of each specific model. During vehicle delivery, customers are also informed about all the technical and safety details. To achieve minimum negative feedback from customers, information is always provided in a fluent, simple and easy to understand manner. Furthermore, while the vehicle is visually inspected as the job order is opened, customer is informed about certain health and safety-related matters such as fastening seat belts, using safety equipment, etc.

 

Waste Management at Authorized Dealers and After-sales Service Centers

Once a vehicle is serviced, written consent is obtained from the customer to keep the old parts (filters, etc.) for disposal, and such old parts are then stored in the waste collection area. Each and every one of our Authorized Dealers and After-sales Service Centers delivers these parts to its waste disposal partner in this manner. Similarly, lubricant waste and used parts are stored in accordance with regulations, and disposed of or recycled in line with environmental legislation.

 

AUTHORIZED DEALER AND AFTER-SALES SERVICE MANAGEMENT

Doğuş Otomotiv Dealer Management is a department that reports directly to the CEO, and consists of two divisions as Authorized Dealer and After-sales Service Center development, and audit. The main operations of the Authorized Dealer and After-sales Service Center Development division include new dealer appointments, Authorized Dealer and After-sales Service Center relationship management, monitoring personnel information and market development, network planning by brands, architectural project design, supporting brand managements, and monitoring corporate identity. All of these processes are carried out for 12 brands in total.

 

Within the scope of Authorized Dealer and After-sales Service Center audits, dealers are audited for ISO 9001 and DOS certifications, brand and distributor standards, Doğuş Otomotiv ISO 9001 certification, and quality processes. All Volkswagen, Audi and SEAT Authorized Dealers and After-sales Service Centers have ISO certifications issued by TÜV Munich, and they are all subjected to audits once a year to renew their certifications. Meanwhile, 70% of our Scania After-sales Service Centers have DOS4 certification.

2015 Sustainability Performance of Authorized Dealers and After-sales Service Centers

2016 Sustainability Performance of Authorized Dealers and After-sales Service Centers