AUTOMOTIVE DEALERMANAGEMENT PROGRAMEnhancing Retail Performance
Automotive dealer management programEnhancing Retail Performance01	OVERVIEW02	 PROGRAM OBJECTIVES03	 THE PROGRAM04 	 FACIL...
Automotive dealer management programEnhancing Retail PerformanceManaging an enterprise with five distinct ‘lines of busine...
Automotive dealer management programEnhancing Retail PerformanceThe University of Melbourne extends a warm welcome for you...
Automotive dealer management programEnhancing Retail Performance2	program objectivesThe Professional Certificate in Automo...
Automotive dealer management programEnhancing Retail PerformanceWho Is Best Suited For The Program?The ADM program’s leadi...
Automotive dealer management programEnhancing Retail PerformanceModule One:Module Two:Day 1DepartmentManagementConsiderati...
Automotive dealer management programEnhancing Retail PerformanceModule Four:Day 1Human ResourceManagementTraining and deve...
Automotive dealer management programEnhancing Retail PerformanceDay 1Franchise/Brand/LegalConsiderationsThefranchisor/fran...
Automotive dealer management programEnhancing Retail Performance4	facilitatorsPaddy O’BrienInternational experience and wo...
Automotive dealer management programEnhancing Retail PerformanceDavid LowrieDavid worked for 20 years in the transport and...
Automotive dealer management programEnhancing Retail Performancesewellsgroup.comDisclaimer: The information in this brochu...
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Automotive Dealer Management Program

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Sewells, in conjunction with the University of Melbourne, are pleased to offer the Automotive Dealer Management (ADM) Program. This is a high level business management program aimed at developing future dealership leaders.

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Automotive Dealer Management Program

  1. 1. AUTOMOTIVE DEALERMANAGEMENT PROGRAMEnhancing Retail Performance
  2. 2. Automotive dealer management programEnhancing Retail Performance01 OVERVIEW02 PROGRAM OBJECTIVES03 THE PROGRAM04 FACILITATORS 05 INTERNATIONAL BEST PRACTICES06 MORE INFORMATIONSewells is a dealer development agency specialising in enhancing the performance of franchised motor dealers through businessmanagement consulting; training and development interventions; outsourced network development services, financial andperformance information, management and process tools, performance groups, and assessment services.The University of Melbourne, School of Melbourne Custom Programs is responsible for commercialisation of education services withparticular focus on industry requirements. It designs, delivers, assesses, evaluates and confers customised award and non awardprofessional development programs and professional services for industry. The school brings together the resources of the Universityof Melbourne and industry to meet the specific needs of business and government.
  3. 3. Automotive dealer management programEnhancing Retail PerformanceManaging an enterprise with five distinct ‘lines of business’ is achallenge in itself. Throw in the three dimensional componentsof customer interest versus OEM interest versus shareholderinterest and we emerge with a rather complex and intriguingbusiness model called the modern car dealership. Now take thesecomplexities and weigh up the investment in the business (capitalemployed) against the investment in the manpower charged withproducing a return on this capital and we emerge with one ofthe most intriguing conundrums in the industry. It was a bakerfrom Beechworth in Victoria, Tom O’Toole, whose concept ofturning a small business into a thriving enterprise set tongueswagging in the region and ultimately across the continent who,when asked “what happens if you spend all this money trainingpeople and they leave…” retorted unhesitatingly, “what happensif I don’t train them and they stay!”Doesn’t this sum it up so aptly … we HAVE to build skills andknowledge if we are to sustain our businesses and even thrivein an industry growing in demands from dealers, OEM’s andcustomers. In short, we have to invest in our key people. GeneralManagers throughout the automotive industry have tendedto ‘learn by the process of discovery’ and the consequenceshave often been horrendous. More and more the growingemphasis on new vehicle sales has ‘sucked’ our attention awayfrom the ever shrinking contributions from our used car andparts businesses, placing immense strain on new vehicle levelsand leaving dealers with a sense that the only area of profitopportunity lies in F&I and aftermarket. What a sorry indictment!But is this a fact, or does it exist merely in the minds of those whowould rather ‘hide behind the cloak of inopportunity’? My vasttravels around the world, substantiated by the Sewells databaseof over three thousand, eight hundred reporting dealers fromvarious parts of the world, have revealed some interestingfindings.The one that intrigues me most however, is the fact that,against the odds, high performing dealers continue to flourishon every continent. If you were to ask me for the differentiator,my answer would be simple … it’s all about balance. That’swhat great dealers do … they mix their natural flare with thescience of seeking out every available opportunity to exploit therange of potential in their businesses. It’s as simple as that!The Automotive Dealer Management (ADM) program sets outto achieve this simple objective - balancing the elegance ofhigh level education with ‘street-wise’ operational experience– balancing vehicle sales with fixed operations – balancingprofitability with asset management – balancing customerdemands with OEM demands - balancing the art of the gamewith science and balancing investment in capital resourceswith investment in the people resource.At last we have the makings of a high level, intensive DealerPrincipal ‘apprenticeship’ program, where learners can thriveon the successes and lessons from some of the world’s mosthighly experienced and professional operators, academics andconsultants.It’s a wonderful recipe … here’s our invitation for you to geton board!Paddy O’BrienChairmanSewells Group
  4. 4. Automotive dealer management programEnhancing Retail PerformanceThe University of Melbourne extends a warm welcome for you to join the ADM program leading to the Professional Certificatein Automotive Dealer Management. This program is offered by Sewells in collaboration with The University of Melbourne.The University of Melbourne, through the School of Melbourne Custom Programs specialises in meeting the education andtraining needs of business, industry, government and professional associations. This program is an example of tailoring an awardcourse to suit specific industry training and development needs.At the University of Melbourne we have an unrelenting commitment to quality. The staff appointed to conduct the program will doeverything they can to provide you with a learning experience that will stand you in good stead for the rest of your career and wewill be interested to hear from you as to how well you think that objective has been achieved.Danny SamsonAcademic CoordinatorSchool of Melbourne Custom ProgramsUniversity of Melbourne
  5. 5. Automotive dealer management programEnhancing Retail Performance2 program objectivesThe Professional Certificate in Automotive Dealer Management is designed to equip delegates with the know-how andthe strategic tools to enable future dealership managers to successfully achieve a balanced approach to leading anddirecting automotive retail operations in a way that accommodates the three dimensional requirement of achievingoptimum market penetration, providing exceptional levels of service and generating superior returns for the business.Delegates will receive focused tuition and coaching from program facilitators and selected subject matter experts in areas suchas:• Leadership – getting optimal levels of performance from and motivating each member of the dealership team• Finance – appreciating and interpreting financial data to positively impact on the ‘key drivers’ of the business• Marketing and Sales – including new and used vehicles, parts and service• Fixed Operations – raising levels of contribution from the after-sales area• Systems and Processes – appreciating, refining and enhancing business processes• Developing and implementing effective business plans and strategies• Creating and sustaining balance between profitability, throughput and customer satisfaction• Exposure to global best practices1 overviewSewells, in conjunction with the University of Melbourne, are pleased to offer the Automotive Dealer Management (ADM)Program. This is a high level business management program aimed at developing future dealership leaders.What to ExpectHighlights of the ADM program include:• One hundred and fifty contact hours of intensive, focused managementinstruction (approximately 6 x 3 day blocks over 12 months)• Leading industry and subject matter expert facilitators• Exposure to a unique line-up of guest speakers• Business visits, case studies and workplace assignments• Insight into international best practices• An opportunity to earn a Professional Certificate in Automotive DealerManagement issued by the University of MelbourneArticulation ArrangementsRecipients of the Professional Certificate in Automotive Dealer Management will gain one subject credit, namely the leadershipand management subject in the University of Melbourne’s Master of Enterprise degree course.Students wishing to be assessed for the Professional Certificate in Automotive Dealer Management are required to be enrolledand assessed by the University of Melbourne. Students not wishing to enrol will still be exposed to the material deliveredby the University of Melbourne but will not be assessed. As this is a University level qualification, students undertaking thispart of the program are subject to the entry requirements for the University of Melbourne.
  6. 6. Automotive dealer management programEnhancing Retail PerformanceWho Is Best Suited For The Program?The ADM program’s leading-edge curriculum has been designed to accommodate current and future industry leaders.As positions on the program are limited, candidates will be selected against set criteria. Ideally candidates will possess acombination of experience and future potential.Typically the program is aimed at delegates such as:• Those who have reasonable automotive retail experience, particularly in departmental management• Those who have been identified as future general managers / dealer principals• Family members of the owners• High potential individuals with automotive experience wishing to gain an in-depth understanding of modernthinking in dealership management principles• Current dealer principals wanting to further develop their skillsInvestmentThe investment for the program is available on application. The investment includes: course facilitation, training materials,workbooks, assignments, case studies, venue costs, lunch and morning and afternoon teas during contact days. Those acceptedinto the Professional Certificate in Automotive Dealer Management may be eligible to apply for the Commonwealth GovernmentsFEE-HELP deferred loan scheme.
  7. 7. Automotive dealer management programEnhancing Retail PerformanceModule One:Module Two:Day 1DepartmentManagementConsiderationsCourse introduction, the role of dealer management, fundamentals of dealershipmanagement, the rules of the automotive retail game, stakeholder considerations andexpectations.Day 2 Finance IDriving dealership performance, accounting fundamentals, analysing and interpretingbusiness results, managing economic trends and strategic action planning.Day 3 LeadershipDeveloping a performance based culture, leadership versus management, leadershipstyles and principles, managing people and teams, leading from the front.Day 1 MarketingAutomotive marketing fundamentals, consumer behaviour, brand management, marketsegmentation, targeting and positioning, developing a portfolio management andsegment development mindsetDay 2 CRMCustomer relationship management, driving customer loyalty, retention andsatisfaction, customer equity and customer satisfaction measures, creating asustainable CRM strategy.Day 3Culture & ChangeManagementHow culture is shaped and driven by dealer management teams, change management –how to implement a change management strategy.3 the program
  8. 8. Automotive dealer management programEnhancing Retail PerformanceModule Four:Day 1Human ResourceManagementTraining and developing the team, workplace training and assessment, skills audits,certification, coaching and mentoring. Occupation health and safety. Legal rightsand obligations.Day 2PerformanceManagementImplementing a performance management system, assisting line mangers to build andmotivate the team, fundamentals of human resource management (selecting, recruiting,inducting, terminating, managing disciplining and counselling).Day 3 HR Case StudyPeople management and culture.Emphasis on developing and retraining the right skills in the dealership.Day 1 Finance 2Business health and benchmarking, mastering the key performance indicators that drive yourbusiness, asset management, budgeting and forecasting.Day 2 Variable OperationsContemporary showroom management. Institutionalising, structuring and monitoring thesales process, managing the showroom floor and the sales team. Retail developments andindustry trends. Creating and developing used vehicle strategies and opportunities.Day 3 Fixed OperationsService management, process and fundamentals, repair order analysis, productivity andefficiency, scheduling, loading, warranties and service retention. Parts management, inventorycontrol, staffing and productivity, ordering parameters, parts marketing, merchandising,retailing and trade activities.Module Three:
  9. 9. Automotive dealer management programEnhancing Retail PerformanceDay 1Franchise/Brand/LegalConsiderationsThefranchisor/franchiseepartnership,expectationsofbrandrepresentation,legalfranchiseandbusinessmanagementconsiderations.Day 2International BestPracticeGlobal trends and leading practices. What’s working and how to get ahead ofthe gameDay 3Cultural DueDiligenceTheoretical and practical considerations of the cultural due diligence framework. Culturaldue diligence driving organisational effectiveness.Day 1 Decision MakingDecision making in an uncertain environment. Dissecting complex factors impacting onthe decision making process, understanding your risk taking profile.Day 2Full DealershipCase StudyApplying theory in practice – working case study of an actual dealership, grouppresentations and action planning.Day 3Business PlanPresentationsBusiness planning, strategic planning, budgeting and cost analysis, dealership economicsand influencing factors.Module Five:Module Six:
  10. 10. Automotive dealer management programEnhancing Retail Performance4 facilitatorsPaddy O’BrienInternational experience and world-class credentials make Paddy a highly sought-after consultant, facilitator and industrycommentator. He regularly addresses dealer conventions in Australia, New Zealand, South Africa, Malaysia and the United States ofAmerica. His ability to assist motor retailers to improve their businesses, coupled with his strong sense of devotion to the operationaland financial aspects affecting dealership returns and profitability, place him at the top of his field.Greg StrydomGreg’s proficiencies and interests in performance improvement consulting, statistical business analysis and planning combinedwith his global experience with several major automotive brands allows him to add value on various levels. As part of the Sewellsglobal team, Greg works with strategic clients, assisting them with performance enhancement initiatives, implementation of trainingstrategies, new vehicle launches, customer satisfaction and business management initiatives. His insights and all-round skills addtremendously to the ADM delegate experience.Errol FernandesErrol’s ability to challenge participants on what is best practice is well documented. With over ten years consulting experience incommercial vehicles; Errol’s insights into how best to address current challenges faced by business owners and managers, keeps himconstantly in demand.Professor Danny SamsonProfessor Danny Samson specialises in leadership, management,production and operations management. Danny has consultedto senior executives in most manufacturing industries and numerous service sector organisations during his academic career. Heregularly provides industry and executive seminars and has participated in a number of committees and industry bodies includingappointment as a member of Australian Manufacturing Council and the Commonwealth Government Industry Task Force onleadership and management. Professor Samson has conducted many short courses in engineering and manufacturing management,executive seminars in decision analysis, total quality management, logistics and statistical analysis.Professor Mike EwingAs Professor of Marketing and Director of Research in the Faculty of Business & Economics at Monash University and having headedup Ford Motor Company’s marketing research department in South Africa, Mike is a leading academic, facilitator, business consultantand automotive marketing authority. His global insights and ability to bridge the gap between academia and industry set him apartas a key member of the Sewells team.Tomm StanleyTomm has held international management roles in aftermarket, manufacturer and dealership organisations as diverse as GeneralMotors, Hyster Forklift, Caterpillar and the US Antarctic Program. Having over 25 years experience in the automotive industries andspecialising in Parts and Service Department Operations, Tomm also works at a strategic level assisting companies with planning; fromlong range corporate plans to departmental business and marketing plans.
  11. 11. Automotive dealer management programEnhancing Retail PerformanceDavid LowrieDavid worked for 20 years in the transport and logistic industry in Australia and overseas. His final few years within this industrysaw him take a greater role in a specialised business improvement capacity. This role focused on areas such as process improvement,best practice, technology and efficiency, project implementation and employee training and development. David was much soughtafter in this area for his strong leadership and his ability to think laterally when problem solving. In 2004 David moved into theautomotive industry working for a consultancy firm that manages training for a major manufacturer in Australia and New Zealand.Roger StephensAs principal of his own customer marketing firm, Roger’s core competencies and interests lie in customer relationship marketing,customer retention, loyalty, customer research and the development of customer handling and marketing strategies. His backgroundwith key clients such as Isuzu, Nissan, Ford, Iveco and Holden adds tremendously to the program.Paul ClarkBefore joining the world of dealer consulting and training, Paul spent twenty-three years working in various roles in dealershipsfromsalesthroughtogeneralmanagement.WithinthattimePaulqualifiedwithaUAMinDealershipManagement&Developmentandwon several awards, including national number one sales person for a major manufacturer. Paul specialises in sales and managementfacilitation, product knowledge, process improvement and dealer health checks. He has taught extensively in Australia, New Zealand,South-East Asia, the Middle East and South Africa and has a reputation as an effective and highly communicative instructor.Professor Bryan LukasProfessor Bryan Lukas is one of Australia’s leading marketing experts. He is accredited as a Certified Practicing Marketer (CPM) bythe Australian Marketing Institute. He is also an Associate Fellow (AFAMI) of the same institute. Bryan regularly provides executiveseminars to senior managers. He has consulted to firms in many industries and his expertise has been relied on numerous times inmarketing-related litigation.
  12. 12. Automotive dealer management programEnhancing Retail Performancesewellsgroup.comDisclaimer: The information in this brochure is correct at the time of production. Sewells Group reserves the right to make changes at its sole discretion.© 2012 Sewells Groupinaustralia - New zealand - south africathailand - indonesia - china - indiainfo@sewellsgroup.com

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