Implementing Dealer Operating Standards Audits to Enhance Performance in Heavy Machinery Dealerships

Abstract

The heavy machinery manufacturers are recognizing the need to have standard quality controls in their chain of dealerships so as to maintain uniform performance and customer satisfaction. However, conventional performance measures (such as sales market share) give a partial view of the performance of dealers. This essay introduces Dealer Operating Standards Audit Programme (DOSAP) as the new and the systematic audit methodology, which ought to be utilized to review and improve the performance of dealerships in the heavy machinery sector. A qualitative case-study format was adopted, and data were collected via 15 in-depth interviews with executives and managers (n=15) at dealerships and corporate offices of heavy equipment dealers and via a review of industry documentation. The research links the agency theory with the PDCA in a manner that has not been applied previously in the heavy machinery sector. Data analysis was conducted through thematic analysis (the methodology proposed by Braun and Clarke). The thematic analysis showed that the utilisation of DOSAP may greatly enhance operation efficiency, reinforce the relationship between manufacturers and dealers, and create a culture of continuous improvement. According to dealers, consistent audits and clear standards were used to save costs and waste, improve customer satisfaction, and improve service quality. The results imply feasible methods of integrating DOSAP into the current dealer management systems, connecting the operations of dealers to strategic objectives and allowing continuous improvement based on data. The contribution adds value to practise in the operations management field by offering robust audit-based quality system and future research data on the operations of dealers in the heavy equipment industries.