Sewells Prospectus Web (Feb12)

sewells
brochure
2012

1

Sewells group brochure 2012

group

Australia & New Zealand
275 Canterbury Road,
Canterbury VIC 3126 Australia
P. + 61 3 8809 2790

index South Africa
Block A – 1st Floor
La Rocca
321 Main Road, Cnr Pertunia
Bryanston 2021 South Africa
P: + 27 11 463 2334
about us 2
Thailand
vision & values 3-4 209 K Tower, 10th Fl.,
Sukhumvit 21 (Asoke),
Klongtoey Nue, Wattana,
value added 5 Bangkok 10110 Thailand
P: +66 (0)2 664 1133

outsourcing 6-8 India
101, Building 6, Sector 3,
Millennium Business Park, Mahape,
what sets us apart 9-12 Navi Mumbai, 400 701 India
P. +91 22 67354900

Proven Management Model 13-16 China
UNIT 2701-02, 27TH FLOOR,
NO. 200 MIDDLE YINCHENG RD.
Demonstrated competence 17-22 PUDONG AREA, SHANGHAI,
200120 CHINA
P : +86 (21) 5037 5998
Process Efficacy 23-25

social media 26
info@sewellsgroup.com
sewellsgroup.com
1
in

about us
Our very reason for being in business is to improve the performance of
individuals and organisations in the automotive industry in measurable ways.

Sewells is a Dealer Development Agency, specialising in enhancing the performance of
Franchised Motor Dealers. Our approach to adding value is through sincere partnerships,
be it with Dealers, Dealer Groups or Manufacturers/Distributors. By committing to the
goals of our clients, and by taking a genuine interest in their growth, we form long and
mutually beneficial relationships with them. Integrity and Business Intelligence are our
watchwords.

While we are first and foremost a Retail Consultancy, we also partner major
manufacturers in an effort to align wholesale understanding with retail operations.
Our scope of work includes Business Management, Consulting, Training, Outsourced
Network Development, Financial & Performance Benchmarking, Performance Groups,
Assessment Services, Product Launches, Customer Satisfaction & Loyalty Interventions,
Profit Improvement Projects and Field Staff Development.

Established in June 1982, Sewells has gradually grown in stature to the point where, in
one way or another, we now provide Dealer Development services to dealers throughout
Australia, New Zealand, South Africa, Thailand, Asia Pacific region and the Middle East.

“Nothing can be more powerful than a team with one single plan.”

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about us - vision & values - value added - outsourcing - what sets us apart
Proven Management Model - Demonstrated competence - Process Efficacy - social media

vision & values
Through its commitment, skills base and strategic insight into the automotive
industry, Sewells has formed long term and meaningful relationships with
manufacturers and Dealers around the globe.

This is in line with the Sewells philosophy of supporting its clients with a “can
do” business partner frame of reference, rather than a “supply and move-on”
mentality.
With our unique consultative approach and our universal experience, we will excel in our
endeavours in the automotive industry because we listen and are sensitive to the needs of our
precious clients, responding with creative solutions that can be measured for the difference
these solutions make in enhancing the performance of the car Dealers we service.

Towards this end, we will attract, excite and retain high quality personnel whose creativity and
general delivery of our services in the market place, are exceptional and widely acknowledged
as being elegant and inspiring. Winning as we see it will be represented by a combination of
healthy returns for our shareholders and approving acknowledgements from our clients who
see an ongoing relationship with us as paramount to their plans for the future.

“If you cannot see how the best are performing, how do you know how
good you really are? How do you ever drive your staff to produce more?”

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our shared values
Integrity Commitment
What we think, what we say and what we We retain undistracted levels of devotion
do are in harmony. to our plans, to our clients and to our
projects.

Continuous Improvement
We demonstrate a restless drive to be better
Partnerships
in everything we do adapting constantly to Our relations with our clients will be acted
changes needed to stay abreast of the very out as though we were a part of their
best in our field. being. They will have a deep sense of our
belonging and sensitivity to their cause.

Measurement Innovation
Our willingness to measure the impact of We encourage creativity in our people
our performance sets us apart in a very with our preference for developing our
strong sense. As such we eagerly seek own solutions to the challenges of our
means to monitor every possible initiative esteemed clients. We constantly develop
to prove our worth. and refresh our products and services.

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value added
• Global base of data

• International experience

• Holistic and integrated programmes, forming long term strategy for development

• Effectively changing culture

• Customised programmes to suit your needs

• Applied business education and training

• Measured growth

• Dedicated specialisation in the motor industry for over 25 years

• World class technology

• Learning applications on your floor or in the classroom

• Educational, strategic and tactical interventions

• Integration of wholesale and retail objectives

5

outsourcing
Sewells provides an outsourced agency service for clients, that addresses
the challenges of managing a motor retail network, and ensures continuity
and the provision of professional expertise.
The outsourced service integrates at a strategy/management/operations and
execution level, and under a single banner, then provides a range of dealer
performance enhancement products and services so as to ensure that intense focus
is given to business health as a ‘way of life’ for all nominated dealers in a network
structure.

Dealer networks are encouraged to actively pursue a state of wellbeing and
heightened learning as a means to improving performance and value in their
businesses, as well as customer value-add.

Sewells continuously enhances and improves the constituent elements of the
development model to ensure that Dealer networks are being developed in line
with market conditions and contemporary development thinking.

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outsourcing
The desired goal is:
• Sustainable dealer performance, growth and upliftment.
• Enhanced value of the client’s brand.
• Improved customer satisfaction.
• Improved productivity in the dealership.
• Improved profitability in the dealership.
• Achievement of the client’s strategic objectives.

Key Principles embodied in the approach are:
• Dealer acceptance of responsibility for ‘own’ wellbeing and development.
• All activities must contribute to dealer health (integration of the effort).
• The use of process and performance data to drive improvement actions and
decision making.
• Use of one umbrella brand as the resource for attaining dealer health.
• Three way partnership between the client, the dealer organization and Sewells.
• Empowerment of field-staff through the development of true retail
understanding.

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outsourcing
The concept is based on the medical health industry principle, that one should
pro-actively contribute towards, and work on a healthy lifestyle, whilst having
critical resources available should the need arise.

A consistently healthy lifestyle with regular monitoring is a vital aspect of the health
process, if crises are to be averted, and health sustained.

The achievement of the client’s corporate goals and vision is largely dependent on a
dealer network that is healthy - in strategy; profit; process; people; customers - and
which sees itself as a viable, return driven entity to its owners.

The Sewells engagement model requires an in-market capability to enable the
application and execution of the elements within the model. Sewells appoints
dedicated resources to manage and implement the model on behalf of the client.
The outsource team lives the brand and its culture.

Sewells also offers an outsourced service for components of the model, examples are
the Training and Development Management function and the Business Management
function.

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what sets us apart
Sewells Integrated Dealer Performance Management Model
Sewells Group has been privileged to People capability
experience and work among top performing
dealers and OEM’s throughout the world Staff are recruited with their development
resulting in an understanding of how they potential in mind, are trained and
achieve great results on a sustainable basis. managed to maximise their capabilities and
motivated to perform through leadership
The common thread in these dealers is their and remuneration structures.
ability to develop superior capabilities in
three critical dimensions of their business: Management capability
Process capability The dealership applies a business
All key business processes have been management model which is orientated
identified and customer orientated towards results, avoids distractions and
processes and procedures have been focusses on the key performance areas
developed and implemented, these of the business. Management and staff
are continuously reviewed and “best are trained on the business management
practices” introduced. Management are model, and have the knowledge and
responsible for these, and staff are trained experience to implement in their key
to the required level of competence on performance areas.
the processes and procedures and are
vocal advocates of their processes and
procedures.

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process
capability

best
practice
management
capability
dealers people
capability

Best practice dealers develop creative measures of their performance in each of the
dimensions and continuously evaluate their performance, planning and implementing
corrective actions. The three dimensions are integrated in the dealership environment
and are managed in a holistic manner.

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what sets us apart
Sewells understands the importance of managing and developing these three
dimensions in an integrative manner therefore the Sewell’s model focuses on the
performance development of franchised automotive dealers using a holistic approach
of measurement, analysis, education and development in line with the three dimensions
of retail performance.

proven management model

sustainable
dealer
health

demonstrated competence process efficacy

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what sets us apart

Proven Management Model
The consistent application of a business management model, which focuses efforts
on the critical areas of performance which contribute to the achievement of above
average results.

Demonstrated Competence
The development of staff to a point where they can demonstrate competence and the
retention of staff by creating an environment conducive to self-motivation.

Process Efficacy
The application of efficient and measurable processes that drive behaviour, are oriented
towards sales and service growth and the development of customer loyalty.

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The first component of a dealer performance model is the consistent application
of a business management model, which focuses efforts on the critical areas of
performance which contribute to the achievement of above average results.
Sewells supports the achievement of this by providing a business management model
based on the proven MRA™ concept, underpinned by the eSOS financial reporting
system, driven through performance groups and consulting interventions.

Dealer accounting consulting
Dealers require meaningful financial information in order to make informed strategic
decisions in their businesses, and to better achieve the BM model. The accounting
practice followed will determine if that information is accurate and relevant.

Sewells accounting guide serves as a reference source for best practices and principles
which should be applied to record motor dealer transactions and the analysis and
interpretation of dealer financial performance. Users can access know how and obtain
an understanding of a number of accounting and financial management responsibilities.

Sewells has a pool of highly experienced dealer accountants and financial managers
who can assist with any aspect of dealership accounting.

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eSOS reporting system
The fundamental benefit of business intelligence is the support it provides for a better
decision making process in the area of dealer and network performance management.

eSOS is a fully integrated, secure web based data collection, data sanitising and
analysis management tool designed exclusively for the retail automotive market and
has proven its capability and capacity. As a portal for total performance reporting,
eSOS extends beyond just the financial area. eSOS was developed to meet both the
enterprise/risk management requirements of an OEM, as well as the developmental
needs of the dealer network. Fully integrated into eSOS is the proprietary Sewells
MRA™ model, which ensures reporting and actionable data on the key ratios and KPI’s
a dealer should be focusing on to ensure the health of their business.

MRA analytical model
Our core belief is that successful dealers consistently apply a proven management
model. Sewells MRA™ model is a high level financial and performance analysis
model which is used to analyse automotive retail performance and to guide strategic
decision making. By promoting improved retail management through the “Mix”, the
“Retained” and the “Activity”, we are more accurately able to define the processes and
competencies which require improvement and offer support to address these gaps.

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Dealer business consulting
Managing a dealership can sometimes be a frustrating exercise with so many
distractions which lead to uncertainty as to the way forward. Sewells offer a consulting
service which matches the expertise and competence of a Sewells consultant with a
client’s specific needs.

Sewells structured offer, the Dealer Health Check process is designed to provide a
professional insight into the dealerships current and potential performance. Reports
are compiled by leading industry consultants and highlight clear performance issues
and areas of opportunity.

Sewells also supports the development and implementation of the actions needed to
remedy the performance issues and take advantage of the identified opportunities.

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Performance and development groups
At the core of Sewells dealer focused philosophy are world class performance
groups. Essentially these are peer-group forums where dealers are able to identify
the financial drivers, processes and practices which lead to superior business results.

Facilitated by a senior Sewells consultant, leading practices are identified through
the use of industry benchmarks, dealership processes are assessed and analysed
in an action-learning environment in order to understand high levels of workplace
performance. Sessions are designed to be engaging and interactive through the
discussion of real life problems and opportunities. Participants are encouraged to
openly exchange and articulate ideas, which will assist in enhancing performance
and identifying untapped sources of additional profit. Structured to meet three
to four times annually performance groups embrace the concept of continuous
improvement.

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demonstrated competence
The success of a dealership relies on the Sewells recognises the importance of this
development of staff to a point where step in the developmental process and
they can demonstrate competence, and has a structured training needs analysis
the retention of staff by creating an process which is customisable to a client’s
environment conducive to self-motivation. situation and needs.

Sewells provides learning interventions
Curriculum development
supported by an interactive learning Developing integrated learning pathways
management system which enables enables learners to understand the road to
learners to develop and demonstrate competence and to plan their development
the required competencies and gives requirements appropriately.
recognition for their achievements.
Sewells experience in designing career
Training needs analysis pathways and the associated curriculums
The key to meaningful training and plus our own uniquely designed pathways
development interventions is the effective for motor retail can save clients many
identification of training and development hours of redevelopment.
needs. One needs to establish “What
individuals need to be able to do”, the
knowledge, skills and attitudes which are
essential to performance.

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Training and development
There is much debate about the cost of training and developing people instead of
considering the cost of NOT training and developing people. Nothing in your business
escapes the impact of well-trained staff, from your customers to your creditors. All
motor dealers face the challenge of retaining and developing effective management
and staff to allow them and the business to grow.

Sewells provides needs based training, with proven competency based outcomes,
through which individuals can grow and deliver in a way which suits the dealership
and the individual. Sewells training philosophy is one where learners leave their
training experience not only motivated, but with the skills and practical experience to
be able to apply their new knowledge in the workplace.

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Learning administration and management
The management of the learning process is an admin intensive task. Keeping track
of numbers of learners all at different stages in their development plans is a complex
process.

Sewells recognises the importance of accurate and meaningful training and
development data and can support clients with our admin support teams and our
online learning management system.

The Sewells LMS contains the following elements:
• An online training management system to co-ordinate all training and maintain
learner records.
• An online learning portal where learners and their managers can track their
progress, access courses, materials and information.
• An online testing facility to conduct training needs analysis and for testing
competence.

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Product and other strategic interventions
Training and development must support the OEM’s and dealers operational plans by
preparing individuals for the introduction of new products and systems.

Sewells has developed an approach to new product launches which equips the sales
teams to effectively represent the new product from the start. This crucial period of
product introduction requires competent sales people you are able to present the
unique selling points to prospects with enthusiasm, knowledge and professionalism.
The launch of new systems also requires staff to be prepared for the introduction,
through meaningful training interventions using the most appropriate methodology.

Reward and recognition
Effort in developing staff without recognition and/or reward diminishes the motivational
effects of the new knowledge and skills gained. It is human nature to appreciate one’s
achievements being recognised.

Sewells works with clients to implement appropriate recognition and reward systems
which are sustainable and become focal points for new entrants to achieve. The
Sewells recommended approach is to integrate development with actual performance
in reward and recognition programs.

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Leadership programs
Managing an enterprise with five distinct ‘lines of business’ is a challenge in itself.
Throw in the three dimensional components of customer interest versus OEM interest
versus shareholder interest and we emerge with a rather complex and intriguing
business model called the modern car dealership. Now take these complexities and
weigh up the investment in the business (capital employed) against the investment in
the manpower charged with producing a return on this capital and we emerge with
one of the most intriguing conundrums in the industry. Sewells leadership programs
are designed to develop individuals to meet these challenges.

Departmental leadership program
The departmental leadership programme is designed to equip participants with
the knowhow and strategic tools to enable them to effectively drive departmental
performance. This includes examining a balanced approach to leading and directing
automotive retail operations in a way which accommodates the three dimensional
requirement of achieving optimum market penetration, providing exceptional levels of
service and generating superior returns for the business.

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Advanced dealer management program
The Automotive Dealer Management Programme is designed to equip delegates with
the knowhow and strategic tools to enable future dealership managers to successfully
achieve a balanced approach to leading and directing automotive retail operations in
a way which accommodates the three dimensional requirement of achieving optimum
market penetration, providing exceptional levels of service and generating superior
returns for the business.

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process efficacy
The final component of the Sewells Management Model is the application of
efficient and measurable processes, which drive behaviour and are oriented
towards sales and service growth and the development of customer loyalty.
The absence of stable, non-variable processes in a dealership has a significant impact on
the ability to develop and integrate competence into the business, as well as the ability
to effectively manage a department. Sewells provides sales and aftersales processes and
guides, which can be customised to client’s needs, are underpinned by the iManage
process management system and driven by consulting and coaching support.

Process design
Analyse any successful business and you will find in the core, processes which have
been thoughtfully developed and continually refined. Providing quality and consistency
to the customer’s experience of the contact points with the dealership will contribute
positively to customer satisfaction.

Sewells assists clients to design the processes which will best serve their customers’
needs based on the businesses environment. Sewells own generic sales and aftersales
processes have been robustly tested and with relatively minor changes, can work for
most dealerships.

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process efficacy
Process implementation
Effectively designing processes is only the start. The challenge is to be able to implement
and apply them consistently and effortlessly.

Sewells process implementation guidelines ensure that all staff are involved in being
part of the implementation, by contributing their own ideas to improve the processes.
Process training is not a once off, staff are placed into teams to regularly review the
process steps, identify areas which need improvement and are provided with the tools
to improve the processes.
Coaching support
An external coach can assist in identifying dysfunctional performance or weaknesses
in the process steps. Sewells provides coaching support to a dealer implementing new
processes or wishing to improve their performance with the current processes.

The coach can conduct in-house training on specific aspects of service delivery or help
with the re-engineering of processes to improve performance. The coach can also be
used to implement Sewells process implementation guidelines, understanding potential
pitfalls he can make the introduction of processes more effective by reducing the time
required to achieve competency.

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process efficacy
iManage process management system
Tracking process activities is an essential step in sustaining and evolving process
efficacy.

The Sewells iManage process management system enables the sales and service teams
to track, monitor and benchmark their performance.

Compliance audits
Ensuring that your processes are compliant with the standards you have set is a key
part of process efficacy.

Experienced Sewells consultants can perform this role through a structured audit
process. Feedback will clearly indicate where there are process breakdowns and the
remedial action required.

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Sewells group Social Media
Sewells is committed to developing a collaborative relationship by forming
communities with our staff and with our valued clients.
The purpose of these communities is to encourage two way dialogue where we can
share information of interest and best practices with our market and harness and
share the intellectual capacity of our staff.

These forums will also facilitate feedback from our staff and clients on issues that
concern them and opportunities for Sewells to improve their products and services.
sewellsgroup.com

www.twitter.com/sewellsgroup

http://au.linkedin.com/in/sewellsgroup in
www.facebook.com/sewellsgroup

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Sewells Prospectus Web (Feb12)

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