Profitable service management sect 1
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Profitable service management sect 1

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A comprehensive must-have guide for all automotive dealers interesting in significantly improving the service profitability.

A comprehensive must-have guide for all automotive dealers interesting in significantly improving the service profitability.

This is the introduction.

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Profitable service management sect 1 Profitable service management sect 1 Presentation Transcript

  • Profitable Distributor Service Management
    Make Your Service Department the Driver of Your Dealership
  • “A mind once stretched by a new idea never regains its original dimension.”
    Oliver Wendell Holmes
    Food for Thought:
  • 1. Introduction
    2. KPI
    Course Content:
    3. Performance Diagnostics
    4. Standard Times
  • 5. The Customer
    Course Content, cont’d:
    6. Business Plan
    7. Implementation
    8. Resources
  • “An obstacle is something you see when you take your eyes off the goal.”
    Food for Thought:
  • Introduction
    Section 1
    Introduction
  • Introduction
    1.1 Profitable Service Operation is About…
    1.2 Typical Perceptions About Service
    1.3 4-Step Service Department Ladder
    1.4 What Can be Achieved by Service
    1.5 What it Takes to Turn Things Around
  • 1.1
    Introduction
    Profitable Service Operation is About…
    Section 1.1
  • 1.1
    Introduction
    Knowing your Market
    Market Size?
    Age Structure?
    Applications, Usage?
    Service Competition?
    Legislations, etc.?
    Potentials and Risks?
  • 1.1
    Introduction
    Knowing Your Customers
    Support Requirements
    Opening Hours
    Location
    Training
    Their Expectations
    Others
  • 1.1
    Introduction
    Listen To Your Customers
    Offer What They Need
    Follow Up
    Appreciate Their Business
    Under-Promise
    Care!
    Over-Deliver
  • 1.1
    Introduction
    Background/Education
    Knowing your Staff
    Willingness to Learn
    Aspirations, Capabilities
    Attitude
    Capabilities, Needs and Aspirations
    Personality
  • 1.1
    Introduction
    Master the KPIs
    Knowing your KPIs
    Know the Targets
    Gap Analysis
    Develop Action Plan
    Baseline, Gap Analysis
    Implement - Review
  • 1.1
    Introduction
    Passion From Within
    Passion For Service
    Be Convinced
    Delegate
    Follow Up
    Appraise - Develop
    Motivate and Coach
  • 1.1
    Introduction
    Profitable Distributor Service Business Is About…
    Attitude
    Awareness
    Authenticity
  • 1.2
    Introduction
    Typical Perceptions About Service
    Section 1.2
  • 1.2
    Introduction
    Service
    Typical Perceptions About Service
    Is Losing Money
  • 1.2
    Introduction
    Service
    Typical Perceptions About Service
    Is Just a Headache
  • 1.2
    Introduction
    Customers Are
    Typical Perceptions About Service
    Gone After Warranty
  • 1.2
    Introduction
    Too Expensive
    Typical Perceptions About Service
    Too Slow
  • 1.2
    Introduction
    Service, Rips Off
    Typical Perceptions About Service
    Their Customers
  • 1.2
    Introduction
    Changes Parts For
    Typical Perceptions About Service
    the Sake of Changing
  • 1.2
    Introduction
    They Don’t Follow Up
    Typical Perceptions About Service
  • 1.2
    Introduction
    They Only Focus
    Typical Perceptions About Service
    Only On Their Own Business, Not Mine
  • 1.2
    Introduction
    Parts Availability
    Typical Perceptions About Service
    Is Generally Poor
  • 1.2
    Introduction
    Poor Value For
    Typical Perceptions About Service
    Money
  • 1.2
    Introduction
    Should Only Support
    Typical Perceptions About Service
    Sales Department
  • 1.2
    Introduction
    Draining
    Typical Perceptions About Service
    Management Resources
  • 1.2
    Introduction
    Typical Perceptions About Service
  • 1.3
    Introduction
    The 4-step Distributor Service Department Ladder
    Section 1.3
  • 1.3
    Introduction
    Step 1
    Step 2
    Step 3
    Step 4
    Major profit generator. Main driving force for unit sales. Involved in all major decisions about the business.
    Generating some profit from it. Not such a major problem area after all.
    Not losing money but still a problem area.
    Headache and a major cost, doesn’t contribute with anything.
  • 1.3
    Introduction
    Where is Your Workshop on This Ladder?
    Workshop 1
  • 1.4
    Introduction
    What Can Be Achieved by a Distributor Service Department?
    Section 1.4
  • 1.4
    Introduction
    Generate More Profit
    What Can Be Achieved by a Distributor Service Department?
    Than Parts Dept
  • 1.4
    Introduction
    The Main Driver of
    What Can Be Achieved by a Distributor Service Department?
    The Entire Business
  • 1.4
    Introduction
    Your Best Equipment
    What Can Be Achieved by a Distributor Service Department?
    Sales Man
  • 1.4
    Introduction
    Quadruple Your
    What Can Be Achieved by a Distributor Service Department?
    Investment in Labor
  • 1.4
    Introduction
    Your Biggest Captive
    What Can Be Achieved by a Distributor Service Department?
    Parts Customer
  • 1.4
    Introduction
    What Can Be Achieved by a Distributor Service Department?
  • 1.5
    Introduction
    Turning Around a Distributor Service Department Takes…
    Section 1.5
  • 1.5
    Introduction
    Vision
    Time
    Determination
    Enthusiasm
  • 1.5
    Introduction
    The Right People
    Correct Methods
    Right Tools and Equipment
    Authority to act
  • 1.5
    Introduction
    Turning Around a Distributor Service Department Takes…
  • Introduction
    “I dreamed a thousand new paths. I woke and walked my old one.”
    Chinese Proverb
    Want to Change!
    Food for Thought:
  • Introduction
    “Insanity is doing the same thing in the same way and expecting a different outcome.”
    Chinese Proverb
    Try New Ways!
    Food for Thought:
  • Introduction
    Section 1, Summary
    Listen
    Care
    Analyze
    Act
    Know Your Business
    Know Your Customers
    Know Your KPIs