Applied Service Management

Q. What Is The Objective Of Applied Service Management?

A. The objective of Applied Service Management is to equip Service Management with the concepts, tools, processes and training necessary to maximize customer loyalty and department profitability.

Q. What Are The Indicators That I Need This Service?

A. Some of the primary indicators of a need for Applied Service Management are: uCustomer complaints and/or low CSI scores uEffective labor rate lower than projected uCustomer pay hours per repair order lower than expected uTechnician productivity lower than 100% uTotal department expenses higher than 50% of total labor sales uGross profit less than 70% of total labor sales uNet profit less than 20% of total labor sales.

Q. What Specific Benefits Can I Expect From This Service?

A. The primary benefits of this service are: uImproved customer service uIncreased effective labor rate uIncreased customer pay hours per repair order uIncreased technician productivity uIncreased gross and net profit uIncreased Parts Sales on Customer Pay Repair Orders

Q. What Are The Specific Service Areas Addressed In Applied Service Management?

A. Applied Service Management includes training and process implementation in the following key areas:

The Facility Management Processes

uDealership Grounds uService Traffic uVehicle Parking uService Buildings, Equipment and Work Space uBusiness Operating Hours

The Merchandising Processes

uThe Service Market uThe Competition uA Sales and Marketing Strategy uService and Parts Merchandising Tools uSelling Service

The Customer Service Processes

uService Customer Appointments uCustomer Reception and Repair Order Write-Up uWork-Flow Control uService and Vehicle Delivery uService Customer Follow-Up

The Service Production Processes

uService Operating Capacity uOrganizational Structuring uDispatching and Production uProductivity uQuality Control

The Human Resources Management Processes

uDepartmental Staffing uHiring Practices uPersonnel Training uJob Responsibilities uPay Plans

The Performance Tracking Processes

uMeasuring Performance uSetting Goals and Evaluating Performance uMonitoring Performance uAnalyzing Performance uImproving Performance

Q. Who Should Be Involved In Applied Service Management Training?

A. Applied Service Management provides extensive training for Service and Parts management and Service Advisors. However, all key service and parts personnel are involved and affected. ASC encourages training seminar participation by all service department staff and support personnel, Dealers, General Managers and any other dealership personnel interested in the success of the service and parts departments.

Q. How Long Does The Training And Implementation Process Take And When Can I Expect Positive Results?

A. Applied Service Management generally involves a minimum of 10 in-dealership consulting days to complete training, process development and implementation. However, because we customize the application to the Client’s needs, the total involvement is based on that customization. Most service departments realize measurable improvement during the first two to three months, however gradual improvement usually continues for about the first six months.