Download - 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