Agenda
Problem Identification - Repair Order Analysis - Telephone Link to Service Sales (mystery shop calls will be conducted) - Non-Dealer Pricing Strategy - Repair Order Closing
Current Situation Assessment - Departmental Analysis - Profit-centering and Expense Analysis - Service Analysis Using ELR - Market-based Pricing
Personnel Techniques - Proficiency Assessment and Staffing Requirements - Customer Handling and Write-up Procedures - Repair Order and Warranty Management
Production Techniques - Conventional - Work Groups - Teams
Legal Requirements in Service - Lemon Law - Mechanic's/Garageperson’s Lien - Bailment, OFAC/GLB, and more!
Shop Scheduling and Loading - Appointment and Scheduling Procedures - Hours-available Calculations - Comebacks - Process Mapping and Waste Identification
Idea Session and SWOT Analysis - Bring an idea pertaining to your dept. that will contribute to greater profits/savings - In-depth homework assignment using skills acquired throughout the week
Managing by Objective - Leadership Techniques - Practical Job Aids and Tools - Service Manager’s Quick-check
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Robert Atwood NADA-ATD Academy Instructor
Mark Martincic NADA-ATD Academy Guest Instructor
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