Bosch Car Service Leading your workshop to success

Transcription

1 Bosch Car Service Leading your workshop to success

2 Introducing Bosch Car Service As the business environment for workshops becomes more diversified, new opportunities are opening up for ambitious, entrepreneurial businesses. Rather than restricting themselves to servicing a single brand, increasing numbers of workshops are looking to extend the scope of their offering. By doing so, they are able to access new growth potential by attracting a wider range of customers. This is precisely the situation that the Bosch Car Service concept was designed to enable. Bosch workshops with top-quality parts and components have been part of the motoring world for well over 90 years. Robert Bosch was one of the first to recognize the need for consistent excellence in both component quality and customer service: attributes that still define our offering today. A world leader in workshop services Bosch Car Service has become one of the world s leading workshop networks as a result of our unique know-how and systematic approach to quality control. Most of the parts in your own car will have been made by Bosch. We also pioneered many technologies that

3 As Time Goes by: 90 Years of Bosch Service Workshops Bosch Service 1926: 20 x in Germany 1927: 49 x in Germany 1928: 145 x in Europe 1930: 2,750 x worldwide 1936: Airship Hindenburg, equipped with Bosch PE 4Z pumps, nozzles, nozzle holders, and filters in each of its four engines Bosch Service worldwide 1940: 2, : 2, : 3, : 4, : Bosch Service in Manila, Philippines 1930: Bosch Service opening in Breslau, Germany (presentday Wroclaw Poland) 1951: The first Bosch gasoline injection system is installed in a compact Gutbrod Superior 1957: Bosch Service repair shop, Copenhagen, Denmark 1925: First Bosch Service logo debuts in red, Bosch Service becomes a registered trademark 1932: Mechanics working at Bosch Service Franz Seelig, Bremen, Germany 1942: Robert Bosch dies on March 12th, : Bosch Service advertisement 1957: Bosch Service logo is now green 1957: Battery testing at Bosch Service Kumasi, Ghana 1962: Working in the installa tion shop, Bosch Service Portugal 1970: A new Bosch Service logo replaces the old green logo 1921: Max Eisenmann & Co., the 1st Bosch Service garage, Hamburg, Germany 1927: First serial production of diesel injection pumps and nozzles 1928: Automotive ad for Bosch Service Auto - Licht, Germany 1936: Bosch Service advertisement 1946: Volkswagen Beetle with Bosch electrical system 1955: First customer service training center opens in Stuttgart, Germany 1957: Formula 1 legend Juan Manuel Fangio inspects test bench at Bosch Service Argentina 1958: Auto repair at Bosch Service in Besançon, France 1965: Debut of Jetronic, the first electronically controlled injection system 1972: Introduction of micro card system 1924: Bosch produces its three millionth magneto 1927: First promotional campaign for Bosch Services 1928: Installation shop at Bosch Service Eisemann, Hannover, Germany 1936: Diesel injection pump for motor vehicles debuts on the market 1950: Bosch Service delivery vehicle 1955: Optimization of engine performance and emissions at Bosch Service using Bosch test technology 1957: Technicians at work at Bosch Service Aalborg, Denmark 1960: Bosch Service advertisement 1968: Bosch Service Sweden 1975: Bosch Service in Birmingham, UK

4 1976: Introduction of brand service name Bosch Tune Up ABS 1978: Market launch of world s first anti-brakelocking system fit for serial production 1985: Bosch Service advertisement ESP 1995: Debut of Electronic Stability Program (ESP) Bosch Service worldwide 1980: 5, : 9, : 9, : 12, : 15, : Bosch Car Service truck ad campaign 1981: SIS, or Service Information System, facilitates automotive troubleshooting 1984: Typical installation shop at Bosch Service Germany 1984: Engine diagnosis at Bosch Service USA 1986: Debut of first electronically controlled axial piston pump ASR 1986: Traction control system goes into serial production 1989: Bosch Service France 1989: Bosch Diesel Service Italy 1991: Electronic Service Information ESI[tronic] launches on CD ROM 1992: World s 10,000th Bosch Service opens for business in Germany 1994: Bosch Service advertisement, South Africa 1996: 75 years of Bosch Service 1996: Bosch Service Quality campaign 1997: World s first accumulator fuel injection system Common Rail (CR) 1999: Introduction of Bosch Car Service Concept with new logo 2001: Bosch Car Service advertisement 2001: Bosch Car Service Germany 2005: Bosch Car Service advertisement 2007: Boschi Campaign, Germany 2008: Vehicle diagnosis at Bosch Car Service Karlsruhe, Germany 2008: Bosch Car Service Malaysia 2008: Order processing at Bosch Car Service Karlsruhe, Germany 2009: Bosch Car Service campaign 2009: Reaching the peak with Bosch Car Service Spanish team members trekking Mont Blanc, 4808 meters up 2010: Recording of Bosch Car Service tune Wheels Are Set in Motion 2010: World s 15,000th Bosch Service opens in China 2011: 90 Years of Bosch Service In 1921, the first Bosch Service opened its doors in Hamburg, Germany. Today, Bosch Service comprises over 15,000 workshops in 150 countries, making it the world s largest independent service network

5 Full-service workshop concept with all parts, Introducing Bosch Car Service 05 From training and technical support to delivering outstanding service for all types of vehicles and customer needs, Bosch Car Service covers the complete servicing spectrum. Bosch Car Service Benefits at a glance tooling, equipment and technical support for all services for all makes of vehicles have since become industry standards such as ESP, start-stop systems and common rail diesels and we re supplier of parts and spares to the automotive industry for more than 125 years. The Bosch Car Service network benefits directly from all this knowledge and experience. Benefit from the Bosch Know-how Our worldwide reputation for quality and service helps Bosch Car Service workshops to boost their image as the most competent experts in their area, while allowing them to increase profitability with a premium service. Our full-service workshop concept gives our partners the quality, flexibility and diversity they need to capture far more local business, including business customers and multi-brand fleets. We also offer practical development support in optimizing your workshop organization and management processes, helping you to win new customers while strengthening existing relationships. Increased turnover by attracting new customers with greater purchasing power, including business customers and multi-brand fleets Increased profits due to extensive management support that improves your efficiency Increased margins as a result of better purchasing terms on Bosch parts Premium image enabling you to increase differentiation against local competitors Stronger reputation for quality through playing in the big league with a truly global brand

6 » Dawn and Roger Ayres United Kingdom Being a Bosch Car Service centre means that we can indeed offer a quality Bosch product. Our staff are Bosch trained and we use Bosch diagnostic equipment. Our customers receive a high level of service from a team that cares as we really get to know our customers. There are also considerable savings on dealership repair bills. BilTek, Morjärv, Sweden What our partners say about Bosch Car Service With 15,000 workshops and over 210 million customer contacts per year in 150 countries, Bosch Car Service has become a major global brand in its own right. Built on the power of the internationally respected Bosch brand, Bosch Car Service is instantly recognizable to endcustomers as a reassuring provider of top-quality workshop services. We asked some of our partners what they think about Bosch Car Service. Here are their answers.» Mário Antônio Cezaretto Brazil The Bosch brand gave us an unquestionable support. From the moment we joined the Bosch Car Service network, our volume of service practically tripled. I used to work with one or another fleet company; today we service 17. We ve had great demand since these companies like coming to Bosch Car Service Rodaben because they want authorized services with the technical support provided by Bosch.

7 Bosch Car Service Worldwide 07 J.C. Rodriguez Spain» Carlo Du Plessis South Africa I realized that to grow in the market I needed to join a workshop concept. Investigating all the different workshop concepts only one stood out for me and that was Bosch. They are the developers of the parts we fit to our vehicles, they sell the equipment we need to repair those vehicles and they offer training which none of the other networks offer. Since I joined the Bosch Car Service network my business has grown in turnover and we get more of the newer vehicles/models and also receive more specialized work which other workshops struggle to repair.»» Bosch Car Service is a brand that inspires trust, is well established in my country and that everyone knows. Ren Yongming China Bosch Car Service has a unique and standard image which enhances customers trust. The management training helps us to improve internal processes and we have the opportunity to communicate with other BCS to share experiences.» Brian Larsen Denmark Bosch Car Service helped me to grow and get more customers. My name is still known and emphasized in the adverts reinforced with the Bosch brand. With Bosch Car Service, you feel being part of the developments in BOSCH and the high standard ensures the differentiation from competitors. City Car Care, New Delhi, India Kruse Car Service, Hamburg, Germany Auto Plus, Ushuaia, Argentina

8 What we offer you Marketing support The Bosch Car Service concept is based on aligning yourself with one of the world s premiere brands in workshop services. By directly partnering with Bosch made visible to your customers through everything from external signage to business stationery you tell your local market where they can find the true professionals. In order to help you to gain new customers, we support you with a full range of advertisements and promotions. Exploiting the Bosch brand With Bosch signage outside your workshop, local customers will always know where to go for top-quality vehicle servicing and repair. Once inside, they will find that professionalism carried through at all levels, from the work clothing your team wears to your point of sale marketing and information materials. As a Bosch Car Service workshop, you will have full rights to use our branding throughout your business, including advertising. End-to-end marketing support We support you with a full range of regional and national marketing tools through all channels from print media to the latest online and digital techniques.

9 Bosch Car Service What we offer you 09 Our brandnew Bosch Car Service YouTube channel Our modern and user-friendly website helps drive new business Eye-catching advertising and posters Digital communication using fun and helpful apps We also provide you with customizable templates to support your own local marketing activities: for demanding private, business and fleet customers. This includes: national newspaper and magazine advertising radio commercials direct mail campaigns a well-structured, user-friendly website frequent shared promotional activities with strategic partners listing in the most commonly used navigation systems New media expertise We make full use of the potential of the latest digital applications to build customer awareness and drive new business, including smartphone apps YouTube channel templates to create personalized online banners online booking tool Strategic partnerships We have negotiated national and international agreements with fleet companies, car clubs and insurance companies to create extra business for Bosch Car Service workshops. In addition to that, we also have central agreements with third party suppliers such as ZF and Michelin to complement our product portfolio with special conditions for our partners. Besides, as a Bosch Car Service partner, you get special conditions from local providers for different services for your workshop needs.

10 What we offer you Technical and Business Support Bosch Service Excellence Bosch Car Service offers you comprehensive support in all key areas of your business, including technical support, business processes and development, our class-leading systematic quality program and extensive networking opportunities. Technical support As a leading company in automotive parts and spares, we have the expertise and know-how to support all your technical needs, especially training. Our training offering can be divided into three sections: training on the latest technological developments training on how to optimize the use of test equipment general training on diagnosis, repair and maintenance In addition, we provide a dedicated technical hotline. You also enjoy advantageous pricing on ESItronic, our technical information software, and receive a regular newsletter and frequent technical information updates. Bosch Training Center, Plochingen

11 Bosch Car Service What we offer you 11 Business and Management support With Bosch Car Service, you not only benefit from technical support, but we also support you when it comes to business management. Our Bosch Service Excellence program includes tools, face-to-face training, online training and personal coaching in the following areas: Brand Management Marketing Management Customer Orientation Management Personnel Management Management of Knowledge & Equipment Sales Management Workshop Process Partnership Management Architecture Management Workshop Management Quality Management As a Bosch Car Service Workshop, we also provide valuable further qualification opportunities for example, training as a Bosch Automotive Service Advisor (BASA). BASAs provide personal service advice to customers as well as monitoring workshop processes, ensuring quality standards and helping to win new business. Quality program To ensure that you are consistently able to meet your customers' expectations, we have developed a complete quality program with defined standards and processes. We regularly measure quality through Service Quality Assessments to ensure compliance with quality standards and services offered. Our Service Quality Tests, anonymous mystery shoppers, check the quality of services, customer orientation and staff expertise. For this, we use an external, neutral provider. Together, we follow-up your results and develop measures to help you get even better in the eyes of your customers - both existing and potential. Networking support An open exchange of experiences and opinions is a crucial element in the success of the Bosch Car Service concept. To this end, we organize regular Bosch Car Service gatherings, where partners are invited to share their views with each other, and we host meetings and conventions focused on specific topics. This activity is complemented by our useful extranet platform for sharing news, views and opinions. Bosch Car Service Support features overview All the power of the global Bosch brand increasing your reputation as the leading local provider of workshop services Professional branded signage, workshop clothing, business stationery, point-of-sale and marketing materials Full range of marketing support, including national promotions and publicity Advanced digital support featuring smartphone apps, YouTube channel and Facebook page Full range of technical support with dedicated service hotline, manufacturer-specific training and regular technical news updates Bosch Service Excellence provides a structured and systematic approach to continuous service development including extensive business training, tools and coaching for the whole team Complete quality programme to increase the customer satisfaction in order to retain existing customers and to gain new ones elearning Opportunities to exchange experiences with other workshops

12 Becoming a Bosch Car Service workshop The consistency of your image in the minds of your customers plays a major role in ensuring your continued long-term success. Representing the Bosch Car Service brand in the marketplace is a major responsibility, and we want to be sure that together we get it right. Your business To become a Bosch Car Service workshop, your company should be run by an owner, director or operating manager who works full-time and has both full profit responsibility and the necessary decision-making skills. You also need to be fully committed to the Bosch brand and to continuing to build our excellent reputation. Your team will be well motivated and skilled, and should demonstrate excellent customer focus and service in everything they do. Your premises We expect your premises to be smart and professional with adequate customer parking facilities and an attractive reception and waiting area. You should have sufficient storage space for stocking an appropriate level of spares and a good IT system, capable of running the commercial and technical sides of your operation. Upon acceptance by Bosch, you will be allowed to display all our approved signage, in line with the Bosch corporate identity.

13 Bosch Car Service Becoming a workshop 13 Your team You will need to have at least two full-time technicians in your workshop, one of whom should be qualified to master level. At least one of your technicians should attend and successfully complete the Bosch Minimum Standard training program. If you become a Bosch Car Service workshop, all your workshop staff will wear our approved work clothing. Bosch Car Service Self Check Your skills and business experience Company run by owner, director or operating manager with full financial Your team Your facilities Within your workshop area, you will need Bosch diagnostic testing facilities together with at least two lifts or pits. We expect you to be able to provide customers with a full range of services for vehicles up to 3.5 metric tons. This includes undertaking all your own mechanical and electrical work. You should also be able to carry out all diagnostic work to the manufacturer s specifications. Our collaboration Once we start working together, you will commit to participating in our Bosch Car Service campaigns as well as following our standard workshop processes. This will ensure that you achieve maximum benefit from the concept. We also ask you to use Bosch original spare parts and products, as well as refraining from participation in any competitor workshop concept. responsibility and decision-making powers Commitment to building the Bosch brand and your own reputation for excellence Motivated and skilled team with excellent customer focus and service standards Desire to build a strong, long-term business Your facilities Smart and professional appearance Adequate customer parking and attractive, well-presented reception and waiting area Sufficient storage space to hold adequate parts stock Fully functional modern IT system supporting commercial and technical aspects of your operation At least two full-time technicians, one of whom should be qualified to master mechanic level At least one of your technicians should attend and successfully complete Bosch Minimum Standard training All workshop personnel will wear branded Bosch Car Service work clothing Your equipment and services Bosch diagnostic testing facilities or equipment of a comparable standard At least two lifts or under-vehicle inspection pits Full range of services for vehicles up to 3.5 metric tons Ability to undertake all your own mechanical and electrical work Ability to perform all diagnostic work to the manufacturer s specifications

14 Our future is together Today s competitive business environment for workshops will only get more challenging. Vehicles are becoming ever more complex and customers ever more demanding. Tomorrow s winners will be those who are best placed to exploit every advantage that technology, training, top-quality components, streamlined processes and excellent customer service can offer. Together, that is what we can achieve. One workshop for all makes and models Full-service workshop concept Win new private and fleet customers and retain your current customers Increase turnover and profits Break into new market sectors Clear benefits for you Outstanding growth potential All the credibility of a global brand Improved buying power & logistics Bosch original quality parts and spares A complete range of support services Professional corporate design Full range of marketing activities Technical, service and IT training Business process, quality programme and consultancy What we expect from you Total quality commitment and customer orientation Experienced professionals Excellent technical knowledge Desire for long-term success To find out more about your future as a Bosch Car Service Workshop with all the benefits of being part of a truly global brand please contact: Robert Bosch GmbH Automotive Aftermarket AA/SWS Postfach Karlsruhe Germany AA / SWS S 021/