When I ask Service Managers what their quality process is they look at me like I have two heads. After gathering their thoughts, they say, “All rechecks go through the Service Manager.” Well this is too late. Fix it right scores are not just the Technician’s responsibility. It starts with the appointment and continues through the follow-up process. What is our process before the vehicle comes back? During the appointment process when discussing the primary… What is your Quality Process?Read More What is your Quality Process?
Technician Production Let’s imagine you take trip to a destination you have never been. You embark on this journey without any sense of the direction or even a map to show you how to get there. This same type of situation occurs in a large majority of service departments every day. The service staff shows up for work without any goals or narrative of what defines a good day. What is technician production? Technician production… Do You Have a Goal? “Let’s Talk Production”Read More Do You Have a Goal? “Let’s Talk Production”
In my visits to our clients, there is an ongoing trend that over the last few years seems to have become more prevalent than ever. The introduction of new technologies, the complication of OEM requirements, the increased demands from customers, and the lack of Manager training all seem to be contributing to this as well. What is it? Well its complexity in our processes. Now don’t get me wrong! Our business is an extremely complex… Why Do You Do, What You Do, The Way You Do It?Read More Why Do You Do, What You Do, The Way You Do It?
Sometimes the simplest things are the hardest. People are people all over the country. We all want and need people in our lives that build us up. Who show us something new. Who can help us improve our current situation. We all strive for greatness every day in the things we do. We need and want encouragement for the daily things we do every day. This can be very important for employee morale. What I… Building Relationships with Your EmployeesRead More Building Relationships with Your Employees
As a consultant, I spend a lot of time working with the management teams of many great companies. Often times, when I inquire about the type of performance reviews they perform with their employees, I witness various expressions of pain on the faces of the managers. It is obvious to me that the management staff sees the process of reviewing their employees’ performance as yet another time-consuming task they must complete. If they do the… Performance Review Time? Already?Read More Performance Review Time? Already?
This is Part 2 of 2. View Part 1 >> Causes for Negative Adjustments The following are causes for negative adjustments: Technicians who are paid guarantees but do not produce enough labor to equal the guarantee. Missing or unaccounted for documents. Human error (posting, accounting errors, etc.). Fraud-the technician is paid for more hours than the customer is billed or paid for no work performed. Average technician cost of sale repair order costing rather than… The Importance Of Accurately Tracking And Managing Work In Process (WIP) – Part 2Read More The Importance Of Accurately Tracking And Managing Work In Process (WIP) – Part 2