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　Setup and
　Training
　.Exact test criteria and unambiguous questionnaire
　.Briefing procedure;Natural behaviour of the testers
　.Guideline for a standardized procedure
  　Fieldwork:
　Acquisition
　of vehicle
　and costumer
　.For each test a new test customer is acquired
　.Testers are chosen individually
　.The testers are briefed personally
　.Vehicles are prepared according to specifications
  　Fieldlwork:
　Carrying out
　the test
　.Vehicle owner behaves as a normal customer
　.The test customer fills out the service marketing questionnaire
　.The repair quality is evaluated by a qualified technician
  　Fieldwork:
　De-Briefing
　and feed-back		 　.DEKRA expert interviews the test customer
　.Comprehensive documentation
　.The DEKRA expert explains the results to the manager and his staff
　Analysis
　and Reportint		 　.Continuous aggregated reporting of results
　.Internet based reporting system
　.Optional:Statistical anaylysis (correlation,top/worst
　 performer,significance..)Recommendation of best practice and
　 improvement



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