Case study
Infrastructure and Facility Audits for a Leading Automobile Brand
Mahindra & Mahindra Limited is an Indian multinational car manufacturing corporation. The objective of this activity was to check the infrastructure of the showroom.
Every showroom was upgraded with new infrastructure and audited to improve overall showroom ambience.
Step through how the project ran, from brief to result.
What the brand wanted to know
Mahindra & Mahindra Limited is an Indian multinational car manufacturing corporation. The objective of this activity was to check the infrastructure of the showroom. The showrooms were being audited on the lines of their infrastructure and furniture and materials provided by the vendor. The motive was to understand whether the showroom was made as per their brand reputation.
How FloorWalk ran the audits
Sections audited
The approach adopted to successfully deliver the scope of work was as under: To check the infrastructure of both World of SUV and Showroom in Showroom. Each and every section like reception, customer lounge, café area, furniture, digital assets were audited. All the major norms set by the brand were checked during the audit process.
The challenges we faced were: Auditors has to wait for a long time to take signature and stamp on digital asset sheets. Many a times permission was not obtained from the Mahindra’s Managing Director to conduct audits and it was delayed, so it was difficult to manage frequency.
What changed on the ground
After the conduction of audits, infrastructure improved. In most of the showrooms furniture and many things were not received from the vendor. Overall store upkeep was checked. Showrooms were given formal training on the outcomes of mystery audit reports and the scores increased on the same parameters. The stores were audited on a monthly basis only on weekdays.
What the Mahindra team could do with FloorWalk's platform and reports.
Through FloorWalk’s platform, the client could effectively track which branches have not followed process compliances, the branches that had integrity issues and the branches which had customer service issues.
Reports are segregated according to the cities, states & regions. They can further be drilled down to area wise reporting to reward area / city managers. The reports were also used to decide incentives for further members of the hierarchy.
All the reports are attached with audio / video proofs to further present a concrete plan on the compliance checks. These proofs were further used to incentivise / let off staff and management.
Mystery shopping being a continuous activity for any brand, the clients are given a chance to track audits real time and see which stores are auditing at what time & dates to further keep an eye on the store.
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How other brands used FloorWalk audits to change what happens on the ground.
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