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Profitable service management sect 1
 

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