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Spending time tracking "stuff" not really knowing why or what for? Know where you want to be, how to get there and move as a team!
Manage your key department deliverables in 20 minutes per day. The Service Manager can spend hours a day "tracking" reports from the computer, the dealership and the manufacturer. This course weeds through the all the paper and identifies the critical items every Service Manager or Fixed Operations Director should be measuring daily, weekly or monthly for their service department. Get rid of the stacks of paper and become streamlined and efficient. No more flavor of the month tracking, just a targeted and strategic approach. Our experience has shown that a large portion of service management does not measure their performance consistently. Furthermore, the items that are tracked are not indicative of the actual performance of the department and as such, can cause management to incorrectly act on changes in their marketplace and performance. This can be due to a large number of reasons not the least lack of time and constant interruptions. Our proven approach toward management discipline allow the manager to know how all the pieces of the department are performing while understanding how they are interconnected. This training course focuses on the critical Service (Key Performance Indicators) KPI’s, primarily related to the sales and productivity of their department and its personnel. The course will walk Service Management through the service process and how to measure the key items within their department consistently. The session will identify these metrics, the source for getting them, outline methods for the tracking of the items and teach how to align the key personnel (management, advisors, and technicians) within the process so they are focused on the same results. At the conclusion of the course each attendee should feel comfortable utilizing the key metrics necessary for success and using existing resources to impact bottom line. This course is intended to change habits. It will teach Service Management to track the right items daily in 20 minutes or less. It will review what the numbers mean and how to go about improvement. Lastly, it will instruct the manager on how to focus their employees on the same critical items they are focused upon and holding them accountable for their performance. At the completion of the initial classroom section the managers in attendance will be given homework (items they are required to accomplish back at the dealership prior to the next session). We expect them to struggle through some of these exercises and run into roadblocks. When adopting new habits sustainment and support are required. We intend to sustain this training through a follow-up course. The group reconvenes in approximately 30-45 days to review progress.
Who should attend: * New Service Managers* New Fixed Operations Managers * Any Service Department supervisor unclear of what they should measuring or overwhelmed by the sheer magnitude of numbers available * Any General Manger or Dealer principle interested in knowing what to measure in Service and hold their managers accountable* Any manager currently engaged in the Service Department that want to align their personnel to move in the same direction without "preaching" the same thing every day * The techniques learned in this course are transportable to the entire dealership - any manger within the store is welcome to participate.
Course Overview: 2 - One Day sessions
Curriculum Overview:
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