What is HSO?
HSO is a mandatory quality brand standard imposed by Audi in order for centres to remain an approved Audi franchise. It also applies for VAG Approved Paint and Body centres.
Currently a 41 page document full of mandatory standards from smaller details such as job descriptions, organisation charts, sub-contractors, desktop logins, mystery shops, signage, demo logs and stationary requirements to staff training, service online, parts separation, parts location and shelf life.
Also including; core areas such as quality management meetings, polices, sales meeting minutes, business improvement plans (BIP’s), CSS customer feedback portal, MPC/PDI for vehicles, Hot Alerts (customer complaints), ASQP (quality checks), mandatory tools and equipment, battery care, jobcards, deal files, calibration, site maintenance and cleanliness and preservation of parts.
In 2017, Audi and VAG Paint and Body made further additions and amendments to the audit criteria; namely MSQP, battery care programme for new car stock and stringent requirements on staff training. The brand believes these changes will have a positive impact on their ambition to be leaders in customer satisfaction. As a result, the audit has become much more onerous on Audi and VAG Paint and Body Centres and the failure rate has increased; costing the dealer network thousands of pounds
Chris Tamouzos, Lancaster Volkswagen Loughton Paint & Body Centre
Vince Pinkney, Chelmsford Volkswagen Paint & Body Centre