profitable service management sect 1

Profitable Distributor

Service Management

Make Your Service Department the Driver of Your Dealership

Food for Thought:

“A mind once stretched by a new idea never regains its original dimension.”Oliver Wendell Holmes

Course Content:

1. Introduction

2. KPI 3.Performance Diagnostics 4. Standard

Times

Course Content,

cont’d:

5. The Customer6. Business Plan7.Implementation

8. Resources

Food for Thought:

“An obstacle is something you see when you take your eyes off the goal.”

Section 1 Introduction

Introduction

1.1 Profitable Service Operation is About…1.2 Typical Perceptions About Service1.3 4-Step Service Department Ladder1.4 What Can be Achieved by Service1.5 What it Takes to Turn Things Around

Introduction

Section 1.1 Profitable Service Operation is About…

1.1

Introduction

Knowing your Market Market Size?

Potentials and Risks?

Age Structure?

Applications, Usage?Service Competition?Legislations, etc.?

1.1

Introduction

Knowing Your Customers

Support Requirements

Their Expectations

Opening Hours

Location

Training

Others

1.1

Introduction

Listen To Your Customers

Offer What They Need

Care!

Follow Up

Appreciate Their Business

Under-Promise

Over-Deliver

1.1

Introduction

Knowing your StaffBackground/Education

Capabilities, Needs and Aspirations

Willingness to LearnAspirations, Capabilities

Attitude

Personality

1.1

Introduction

Knowing your KPIs Master the KPIs

Baseline, Gap Analysis

Know the Targets

Gap Analysis

Develop Action PlanImplement - Review

1.1

Introduction

Passion For ServicePassion From Within

Motivate and Coach

Be Convinced

Delegate

Follow Up

Appraise - Develop

1.1

Introduction

Profitable Distributor

Service Business Is

About…

Attitude

Awareness

Authenticity

1.1

Introduction

Section 1.2Typical Perceptions About Service

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

1.2

Introduction

Section 1.3

The 4-step Distributor Service Department Ladder

1.3

Introduction

Headache and a major cost, doesn’t contribute with anything.

Not losing money but still a problem area.

Generating some profit from it. Not such a major problem area after all.

Major profit generator. Main driving force for unit sales. Involved in all major decisions about the business.

Step 1 Step 2 Step 3 Step 4

1.3

Introduction

Workshop 1Where is Your Workshop on This Ladder?

1.3

Introduction

Section 1.4

What Can Be Achieved by a Distributor Service Department?

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?

1.4

Introduction

Section 1.5

Turning Around a Distributor Service Department Takes…

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…

1.5

Introduction

Food for Thought:

“I dreamed a thousand new paths. I woke and walked my old one.”Chinese Proverb

Want to Change!

Introduction

Food for Thought:

“Insanity is doing the same thing in the same way and expecting a different outcome.”Chinese Proverb

Try New Ways!

Introduction

Section 1, Summary

Know Your KPIs

Know Your Business

Know Your Customers

ListenCare

Analyze

Act

Introduction