by: David Dietrich This is Part 3 of a three-part series. ( Part 1 | Part 2 ) V. Combined Structured and Operation Techniques An example of combined structured and operational changes can be experienced with the employment of asset management. During a vendor review, a manager deletes an entire expense item, such as janitorial services. In this case, the deletion of the item is a structural change. An example of an operational change is… Structured vs. Operational Techniques in Dealership Service Operations – Part 3
by: David Dietrich This is Part 2 of a three-part series. ( Part 1 | Part 3 ) III. Friction Points Economics is defined as the study of how people choose among alternative uses of their scarce resources. Economics also provides us with the opportunity to identify and manage those resources. Visualize a service department as its own separate economy, a huge funnel where dollars flow in and a small amount flows out. The outflow… Structured vs. Operational Techniques in Dealership Service Operations – Part 2
by: David Dietrich This is Part 1 of a three-part series. Introduction Operating and structural techniques have been developed by our consultant team over the years to reduce the amount of active intervention required by anyone in the business to manage and maintain techniques and processes implemented. Each of these techniques was developed to enhance the relative position of a service department that has raised sales, production, quality control, and customer relations procedures to a… Structured vs. Operational Techniques in Dealership Service Operations – Part 1
Written By Joe Carroll We recommend all processes be written out using employee input for each step of the process. Once the process is written out and reviewed by all employees involved, we recommend training each employee on this process. After classroom training is completed observe and coach your employees daily. These processes should include: Determine what services will be completed in your express service department. Oil and filter change, tire rotations, tire balance, tire… Struggling with Express Service?
Written by George Goldberg I visit quite a few dealers in the course of a year. What I find at times is that the challenge is not only prescribing a plan of action for the department after an evaluation for the department to become profitable, but simply how to just break even. (sometimes you have to crawl before you can walk) Before we begin: Service departments with manufacturers that use parts transfer sometimes seem to… Why Can’t I At Least Break Even?
By Joe Keagy: How do we properly coach advisors and technicians for continual improvement? As trainers and consultants, many of us have trained advisors and technical staff. We are invited into your dealership to install quality processes and help the staff implement them. Sometimes this takes several weeks of implementation. A quality consultant will follow up with the staff and management to ensure sustainment. Too many of us depend on one-time training to set the… Continued Sustainment on Service Department Changes