ppt on business growth

1. Dealer Revenue through Manpower effectiveness Slide 1
Profit & Performance of
Workshop

2. Dealer Revenue through Manpower effectiveness Slide 2
Policy & Means Deployment
Process
Control
PDCA
People
Development
Employee Motivation
Customer satisfaction
Profitability
& Business Growth
Productivity  Efficiency  Teamwork  Ownership  Breakthrough

3. Dealer Revenue through Manpower effectiveness Slide 3
From Dealer’s POV, why is he in 2-Wh Business?
To grow as an Entrepreneur
To Earn Social Status
To Make Money
To grow as an Entrepreneur –
• He wants to grow into a big business
conglomerate with multiple LOBs eventually
To Earn Social Status –
• Association with a reputed brand will earn him a
name in his town
To Make Money –
• Dealer owner thinks automobile business will
give him more ROI than traditional business

4. Dealer Revenue through Manpower effectiveness Slide 4
What are the different sources of Income from an Automobile
Dealership?
Selling
vehicles
Selling
Accessories
Insurance
Sale
Workshop
Selling Parts
and Oil

5. Dealer Revenue through Manpower effectiveness Slide 5
Then, What is Profitability?
Growth of Profit through sustainable means is called Profitability.
In other words it is the ABILITY TO GENERATE PROFIT SUSTAINABLY.
Profit = Income - Expense
What are the Major Sources of Income from the Workshop?
What is Profit?
Labour
Parts
+ Oil
Scrap
Sale
Value
Added
Services
&
Additives
TVSM
Incentive
Net Direct Income (NDI)

6. Dealer Revenue through Manpower effectiveness Slide 6
How to Increase Direct Income?
BY
Converting
customers for
Additional
Jobs
THROUGH
Increased
Customer
Convincing
Skills
BY
Increasing
the OUTPUT
of Workshop
THROUGH
Increased
effectiveness
of Manpower
Yield per
vehicle
Healthy
Inflow

7. Dealer Revenue through Manpower effectiveness Slide 7
What are the responsibilities of each of these Job Roles?
CCE - SR
• Converting adequate No. of PS & Lost customers apart from FS Customers
• Convert Customers to visit Workshop through apt Service Promotions
• Ensuring adequate Inflow on Lean Days and Lean Hours thru Appointments
Service Advisor
• Finding Additional Jobs in Vehicles and offering economical service to
Customers.
• Selling tools for retention of customers like AMC.
• Tell customers about Facilities & ensuring Customers feel Value for Money
Technician
• Perform mentioned Jobs quickly without affecting Quality or Inc Rework
• Find and suggest additional Jobs necessary.
• Ask for more vehicles, Increased Productivity to earn a bigger take-home
salary.

8. Dealer Revenue through Manpower effectiveness Slide 8
CCE: How should CCEs convert more PS & Lost Customers?
1. By Increasing the FSR % for Last Free services
2. By Explaining the Jobs done at a dealership to differentiate Service Quality with PGMs
3. Convincing customers by understanding their need & Offering specific benefits which will
attract customers.
4. By Conducting Reminders through DMS Reminder Module, taking Appointments in order to
follow up efficiently and reduce NVAs.

9. Dealer Revenue through Manpower effectiveness Slide 9
Free Service Redemption
(Especially For Last Free
Service)
Paid Service Inflow
Contribution to Total Inflow
(or Paid Service Growth)
Appointment Conversion %
% of Appointments taken
after 12 pm (i.e 2nd half)
As Business Owner what CCE parameters should you keep an eye on?

10. Dealer Revenue through Manpower effectiveness Slide 10
6. Making the visit easy and convenient for the Customer so that he make repeat visits
Recommend him
solutions that will delight
him, like
Replacement of Child Part
instead of Full assembly,
Exp Ser- if time is a constraint
AMC- if cost is constraint
PnD- if distance is constraint
RSA support- if vehicle
came with a major BD issue
Make Customer feel
special
Humbly explain to the
customer in case any extra
than usual Service/Offer is
made like
Delivery of vehicle at the
most convenient time for
the customer even if it is
Odd for the customer
Help the Customer at each
available instance, like
Offering to park the vehicle
Keep an eye for customer’s
discomforts and proactively
asking to resolve it.

11. Dealer Revenue through Manpower effectiveness Slide 11
1. Improving customer interaction at Service Initiation.
2. Suggesting required jobs and explaining the advantages in Receiving
3. Explaining Jobs done thoroughly and suggesting additional jobs like a counsellor at Delivery
4. Convince Old vehicles for Engine Jobs
5. Apart from PMP, finding Small Jobs on Additional Parts for replacement
6. Making the visit easy and convenient for the Customer so that he make repeat visits
How would SAs, convince customers & increase the perceived
value of Service at Workshop?

12. Dealer Revenue through Manpower effectiveness Slide 12
Labour & Parts per Service
Advisor
Time spent with each
Customer at initiation &
Delivery
AMC Sale Conversion % &
Value added service
Dissatisfaction & Recovery
As Business Owner what SA parameters should you keep an eye on?