Service Quality Audits for Bosch Car Service
The Automotive Technology is one of the biggest corporate divisions in the Bosch Group, the global leader in manufacture of automotive spare parts, systems and components as well as the leading company in development and production of diagnostic equipment for modern car repair workshops. Bosch Car Service is the world’s largest network of car service stations founded in 1921 and based on unique Bosch quality standards. There are over 14 500 Bosch Car Service workshops globally. In Russia, Ukraine and Belarus the network has been rapidly developing.
Starting from 2008, on behalf of Bosch SGS has been conducting service quality audits at Bosch Car Service workshops located in the territory of Russia.
In the framework of the Bosch project auditors from SGS Vostok Limited, the Russian subsidiary of the SGS Group, conduct over 100 service tests per annum to verify service quality and repair works quality at Bosch Car Service stations in Russia. The methodology includes both audits upon prior notification and Mystery Customer audits. During the audits, SGS checks the compliance with Bosch service quality standards (availability of equipment and spare parts, professionalism and amiability of personnel, correctness of paperwork etc). Quickness and quality of diagnostic and repair of a defective car are also to be assessed.
The audits findings are used by Bosch head-office in Germany and by Robert Bosch, the Russian subsidiary of the Bosch Group, to monitor and optimize the quality of services provided in Russia under Bosch brand.
Konstantin Timoshechkin, head of Systems and Services Certification at SGS Vostok Limited, the Russian subsidiary of SGS: «Audits play critical part in the toolkit of organisations paying due attention to quality and committed to continuous improvement. Robert Bosch is obviously one of those».
Nikolay Rodin, car service expert at Robert Bosch, the Russian subsidiary of the Bosch Group: «Having SGS as an independent auditor allows to obtain objective and authentic data about service level at Bosch Car Service garages. This data is an integral part of the Bosch quality assurance system».