Service & Parts Operation Analysis

We will make an initial 3-day in-dealership visit to assess your parts & service operations where we will review and analyze your Financials, Product Systems, Personnel Capabilities and Staffing Needs, Customer Management, Parts Procurement and Inventory Management Practices, Receivables, Selling Systems & Facility Utilization.
 
We will analyze this information and develop a strategic game plan for improvement and offer on going consultation and assistance to the respective departments.  A 2-day follow up visit is conducted to assess improvement and continue training of dealership personnel.

Some of the practices we review include:

1.    Customer Handling Skills of your advisor staff;
2.    Service Selling Processes;
3.    Manpower & Facility Utilization;                
4.    Service Merchandising;
5.    Conduct a thorough Repair Order Survey;
6.    Financial Statement Review & Analysis;
7.    Perform a Competitive Shop to gauge dealership competitiveness;
8.    Conduct an Employee Satisfaction Review;
9.    Comprehensive Review of your CSI;
10.   Maintenance Loyalty & Retention;
11.   Review of Internal processes;
12.   Operating Systems Performance;
13.   Effectiveness of current retail initiatives.

Service Selling Strategies

We will make a 3-day in-dealership visit to assess your current retail selling strategies where we will review and analyze your Service Lane Systems, Shop Production Systems, Parts Inventory, Customer Management and Retention Systems, Merchandising, Market Penetration & Size, Customer Loyalty & Facility Management.

We will analyze this information and formulate an action plan that addresses areas in need of improvement and set individual business objectives.  Employees will be provided a contact number for on going support and assistance during this improvement period.  A 2-day follow up visit is conducted to assess improvement and objective review.

Dealership Process Improvement

We will conduct a 2-day dealership visit to review dealership practices and expected outcomes and review all processes from each department and determine both compliance and feasibility.  In the absence of documented processes, we will assist the dealership in creating processes that maximize efficiency and productivity.

A 1-day follow-up visit will be conducted to audit compliance and address dealership’s questions or concerns.

Warranty Performance Analysis

We will conduct a 3-day in-dealership warranty review during which we will review the dealership’s adherence to company warranty and policy requirements.  We will conduct a thorough and comprehensive warranty performance trend analysis, counsel service administration and the technical staff regarding warranty requirements as it pertains to the individual employee.  We will review outstanding warranty receivables and establish a plan to minimize write-offs and ensure faster payments by the manufacturer.

We will analyze this information and help establish safeguards to ensure proper warranty claiming and payments that will aid in eliminating warranty performance issues that the manufacturer may have with your dealership.  We will provide the dealership with an action plan and strategies to ensure company policy requirement adherence while maximizing profit levels.

A 2-day follow-up review will be conducted to ensure compliance with the action plan and to address dealership concerns or issues.

Customer Satisfaction Improvement

We will conduct a 2-day in-dealership review of the processes and improvements needed to ensure customer satisfaction scores are maximized at your store.  During this visit, we will interview dealership employees to seek an individual understanding of true customer satisfaction and the implications of not being at the top.  We will conduct a thorough review of the dealership’s current customer satisfaction rating and develop a plan that will address needs in areas of importance.