The standard, PAS 80:2005 is applicable to dealerships and independent garages operating from fixed premises in the automotive aftersales sector, and will be the first of its kind specifically for the automotive industry aftermarket.
The standards to be achieved will be published by BSI as a ‘publicly available specification’ (PAS). It will be developed using BSI’s fast-track approach and will draw on the principles of Automotive Advantage’s Maxiima programme, deployed in the Mercedes-Benz and Hyundai service networks.
The specification of PAS 80:2005 defines requirements for the service definition, pre-contract initial contact, contractual documents, service delivery, post-contract customer feedback, control of service quality, and conformity declarations.
The BSI said it would ensure the standard has a focus on achieving customer satisfaction and ‘getting it right first time’, rather than simply defining how to handle customer complaints. There will be a consultation process as the standard is drawn up. It is expected that the PAS will become available as early as this autumn.
Pete Turner, chairman of Automotive Advantage, says: "We have had several organisations already requesting their involvement in the second stage development and testing of the standard and one or two have already signed agreements as they recognise the benefits it can bring. Our experience from the Maxiima programme means that much of the standard is already tried and tested, which will shorten the development period considerably."
The BSI will also run an independent accreditation scheme. Those sites achieving the standard will be authorised to use the BSI kitemark. It says a garage displaying a kitemark will indicate that: