CASE STUDY: Creating and Performance Managing a European Network Support Team

Jaguar Land Rover (JLR) is a British multinational automobile manufacturer with a global network of aftersales outlets.  

Aftermarket standards are important in maintaining high levels of structural and non-structural vehicle repairs whilst delivering the intended customer experience.  JLR wanted to shift the focus from a 100% pure-play auditing programme towards a commercial support programme.  

Our Approach     

We worked with JLR and aftersales stakeholders to determine areas of aftersales operating best practice: factors positively influencing sales, repair quality, operating profitability, and customer satisfaction.  We developed a detailed business plan for key stakeholders, and subsequently recruited and inducted a team of industry subject experts across Europe – cascading JLR’s key commercial objectives into team objectives.  

The Outcome

Jaguar Land Rover has secured a significant financial contribution to programme costs by Tier-! Suppliers.  Less than 50% of the Jaguar Land Rover field team’s time is spent auditing aftersales outlets, and more aftersales outlets are supported than ever before.  The aftersales outlets are highly satisfied with the programme, and their network has doubled in size in some individual countries.      

“The Jaguar Land Rover aftersales support programmes in Europe has proved to be a great success.  The team is focused, enthusiastic and knowledgeable.  OUTSORC has proved to be expert in recruiting and performance managing the field team in ways that demonstrates a clear return on investment for all stakeholders.”

Glen Mathews, Global Bodyshop and Trade Parts Manager