Moving Beyond Compliance: How a leading manufacturer is transitioning its global network to be top-performers in a highly competitive market.
Executive Summary
Over the course of three years, MONITRR has become a strategic tool for the quality assurance and network performance teams of a global manufacturer. Transitioning away from standards compliance via spreadsheets and launching an industry-leading Global Dealer Excellence Program (GDEP)|.
Global OEM standards compliance has reached an all-time high, and financial rebates are determined by the level of operating excellence achieved.
Client Overview
A globally recognised manufacturer of agricultural machinery manages one of the largest and complex sales and after-sales networks in the world. The network spans over 100 countries, encompassing dealer sales, service, and parts functions, with multiple brands and direct and indirect distribution channels, as well as a myriad of Dealer Tier Levels.
The Challenge
The OEM faced escalating quality assurance operating costs and a lack of real-time visibility into compliance with an extensive catalogue of outdated Manufacturer Operating Standards (MoS).
1.Audits are time-consuming, subjective and expensive to perform.
2.The incumbent system provided limited flexibility in accommodating MoS that vary by brand, geography, and OEM tier level.
3.Business insight was limited, slow and cumbersome for management.
4.Dealer and Auditor collusion was evident in some instances.
5.Low engagement from the network.
These challenges limited management's control of standards compliance and the ability to raise operating excellence levels.
“We had an overreliance on spreadsheets and a legacy system that was no longer
fit for purpose.”
The Solution: MONITRR Implementation
We worked closely with the OEM to deliver a modern, real-time audit and insight platform with global customisation capability, and launched a new Global Dealer Excellence Program (GDEP). Key initiatives included:
Implementation Approach
1.Updated the MoS catalogue.
2.Distinguished between standards and excellence.
3.Imported all historic data.
4.Developed branded network communications.
5.Enabled MONITRR to manage MoS and the GDEP simultaneously.
Key Solution Elements
1.Introduced a hybrid audit model: combining self-assessments with remote and on-site audits with multi-Auditor capability.
2.Utilised AI and ML for audit de-prioritisation and risk profiling.
3.Enabled customisable program settings and country customisation.
4.Enabled automated cross-brand and Dealer Group updates.
5.Utilised AI evidence submission verification checks.
6.Introduced customisable KPI dashboards.
7.Extended language capability to 25.
8.Developed an excellence module with extensive capability and reporting.
9.Single Sign On (SSO) and API data flow from the CRM system.
The Results
Compliance with global standards has increased to a year-round average of 79% - the highest and fastest improvement recorded. c60% of the network achieved the highest GDEP level.
Sustained Engagement Metrics
Network users: ~27,000 logins performing ~140,000 self-assessments during the past 365 days.
Performance dashboards were viewed ~6,000 times by OEM staff in the past six months.
Network performance benchmark dashboards were viewed ~11,000 times in the past 6 months.
Seventy-four country networks have logged into MONITRR in the past six months.
Key Benefits Delivered
100% QA control and flexibility.
24/7 network monitoring.
Accurate and timely network risk quantification.
Significant time saved through automation.
QA operating cost reduction.
Driving network continuous improvement via the new MONITRR excellence module.
A more robust and comprehensive audit process.
Conclusion
By implementing MONITRR, this global OEM leveraged its capabilities to move beyond a one-and-done, tick-box audit approach to standards compliance. The OEM significantly improved efficiency, visibility, and accountability while also reducing resource allocation and costs.
With freed-up resources and deep subject expertise, the OEM was able to work consultatively with Country Managers and the network to introduce a new program that linked financial reward with operating excellence. All in one system.
