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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.

This is the introduction.

Published in: Automotive, Business, Education
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Profitable service management sect 1

  1. 1. Profitable Distributor Service Management<br />Make Your Service Department the Driver of Your Dealership<br />
  2. 2. “A mind once stretched by a new idea never regains its original dimension.”<br />Oliver Wendell Holmes<br />Food for Thought:<br />
  3. 3. 1. Introduction<br />2. KPI<br />Course Content:<br />3. Performance Diagnostics<br /> 4. Standard Times<br />
  4. 4. 5. The Customer<br />Course Content, cont’d:<br />6. Business Plan<br />7. Implementation<br />8. Resources<br />
  5. 5. “An obstacle is something you see when you take your eyes off the goal.”<br />Food for Thought:<br />
  6. 6. Introduction<br />Section 1<br />Introduction<br />
  7. 7. Introduction<br />1.1 Profitable Service Operation is About…<br />1.2 Typical Perceptions About Service<br />1.3 4-Step Service Department Ladder<br />1.4 What Can be Achieved by Service<br />1.5 What it Takes to Turn Things Around<br />
  8. 8. 1.1<br />Introduction<br />Profitable Service Operation is About…<br />Section 1.1<br />
  9. 9. 1.1<br />Introduction<br />Knowing your Market<br />Market Size?<br />Age Structure?<br />Applications, Usage?<br />Service Competition?<br />Legislations, etc.?<br />Potentials and Risks?<br />
  10. 10. 1.1<br />Introduction<br />Knowing Your Customers<br />Support Requirements<br />Opening Hours<br />Location<br />Training<br /> Their Expectations<br />Others<br />
  11. 11. 1.1<br />Introduction<br />Listen To Your Customers<br />Offer What They Need<br />Follow Up<br />Appreciate Their Business<br />Under-Promise<br /> Care!<br />Over-Deliver<br />
  12. 12. 1.1<br />Introduction<br />Background/Education<br />Knowing your Staff<br />Willingness to Learn<br />Aspirations, Capabilities<br />Attitude<br />Capabilities, Needs and Aspirations<br />Personality<br />
  13. 13. 1.1<br />Introduction<br />Master the KPIs<br />Knowing your KPIs<br />Know the Targets<br />Gap Analysis<br />Develop Action Plan<br />Baseline, Gap Analysis<br />Implement - Review<br />
  14. 14. 1.1<br />Introduction<br />Passion From Within<br />Passion For Service<br />Be Convinced<br />Delegate<br />Follow Up<br />Appraise - Develop<br />Motivate and Coach<br />
  15. 15. 1.1<br />Introduction<br />Profitable Distributor Service Business Is About…<br />Attitude<br />Awareness<br />Authenticity<br />
  16. 16. 1.2<br />Introduction<br />Typical Perceptions About Service<br />Section 1.2<br />
  17. 17. 1.2<br />Introduction<br />Service<br />Typical Perceptions About Service<br />Is Losing Money<br />
  18. 18. 1.2<br />Introduction<br />Service<br />Typical Perceptions About Service<br /> Is Just a Headache<br />
  19. 19. 1.2<br />Introduction<br />Customers Are <br />Typical Perceptions About Service<br />Gone After Warranty <br />
  20. 20. 1.2<br />Introduction<br />Too Expensive <br />Typical Perceptions About Service<br />Too Slow<br />
  21. 21. 1.2<br />Introduction<br />Service, Rips Off <br />Typical Perceptions About Service<br />Their Customers<br />
  22. 22. 1.2<br />Introduction<br />Changes Parts For<br />Typical Perceptions About Service<br />the Sake of Changing<br />
  23. 23. 1.2<br />Introduction<br />They Don’t Follow Up<br />Typical Perceptions About Service<br />
  24. 24. 1.2<br />Introduction<br />They Only Focus<br />Typical Perceptions About Service<br />Only On Their Own Business, Not Mine<br />
  25. 25. 1.2<br />Introduction<br />Parts Availability<br />Typical Perceptions About Service<br />Is Generally Poor<br />
  26. 26. 1.2<br />Introduction<br />Poor Value For<br />Typical Perceptions About Service<br />Money<br />
  27. 27. 1.2<br />Introduction<br />Should Only Support<br />Typical Perceptions About Service<br />Sales Department<br />
  28. 28. 1.2<br />Introduction<br />Draining <br />Typical Perceptions About Service<br />Management Resources<br />
  29. 29. 1.2<br />Introduction<br />Typical Perceptions About Service<br />
  30. 30. 1.3<br />Introduction<br />The 4-step Distributor Service Department Ladder<br />Section 1.3<br />
  31. 31. 1.3<br />Introduction<br />Step 1<br />Step 2<br />Step 3<br />Step 4<br />Major profit generator. Main driving force for unit sales. Involved in all major decisions about the business.<br />Generating some profit from it. Not such a major problem area after all.<br />Not losing money but still a problem area.<br />Headache and a major cost, doesn’t contribute with anything.<br />
  32. 32. 1.3<br />Introduction<br />Where is Your Workshop on This Ladder?<br />Workshop 1<br />
  33. 33. 1.4<br />Introduction<br />What Can Be Achieved by a Distributor Service Department?<br />Section 1.4<br />
  34. 34. 1.4<br />Introduction<br />Generate More Profit<br />What Can Be Achieved by a Distributor Service Department?<br /> Than Parts Dept<br />
  35. 35. 1.4<br />Introduction<br />The Main Driver of<br />What Can Be Achieved by a Distributor Service Department?<br />The Entire Business<br />
  36. 36. 1.4<br />Introduction<br />Your Best Equipment<br />What Can Be Achieved by a Distributor Service Department?<br />Sales Man<br />
  37. 37. 1.4<br />Introduction<br />Quadruple Your <br />What Can Be Achieved by a Distributor Service Department?<br />Investment in Labor<br />
  38. 38. 1.4<br />Introduction<br />Your Biggest Captive <br />What Can Be Achieved by a Distributor Service Department?<br />Parts Customer<br />
  39. 39. 1.4<br />Introduction<br />What Can Be Achieved by a Distributor Service Department?<br />
  40. 40. 1.5<br />Introduction<br />Turning Around a Distributor Service Department Takes…<br />Section 1.5<br />
  41. 41. 1.5<br />Introduction<br />Vision<br />Time<br />Determination<br />Enthusiasm<br />
  42. 42. 1.5<br />Introduction<br />The Right People<br />Correct Methods<br />Right Tools and Equipment<br />Authority to act<br />
  43. 43. 1.5<br />Introduction<br />Turning Around a Distributor Service Department Takes…<br />
  44. 44. Introduction<br />“I dreamed a thousand new paths. I woke and walked my old one.”<br />Chinese Proverb<br />Want to Change!<br />Food for Thought:<br />
  45. 45. Introduction<br />“Insanity is doing the same thing in the same way and expecting a different outcome.”<br />Chinese Proverb<br />Try New Ways!<br />Food for Thought:<br />
  46. 46. Introduction<br />Section 1, Summary<br />Listen<br />Care<br />Analyze<br />Act<br />Know Your Business<br />Know Your Customers<br />Know Your KPIs<br />