Learning

Service Management: Unit IV

Service Foremen

Duration

2 Days

Audience

Service Formen

Lead Hands

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The changes that have taken place over the past number of years, and those ahead, demand a more professional, productive and profitable Service Operation. To support the development of this Service Management team we have designed a series of training courses aimed at those charged with the responsibility of managing this segment of the Dealership business.

The Principals of Supervision – Organizing Yourself

The Basic Management Principles – dealing with proactive versus reactive tasks. Dealing with Priorities – setting them so that you are effective; doing the right things, not just efficient; doing things right. Scheduling your time and organizing others. Delegation; covers everything that a first time supervisor fears about losing control.

The Basics of Accounting & Financial Reporting Service Foremen

The fundamentals of a financial statement from the Service Department perspective will be exposed. Learning how gross profit and gross profit potential can be managed. Expense management and how it relates to profitability. Discovering truths about “Labor Variance” and managing the labor function for profit.

Service Operations

Work order opening and closing; managing the time of mechanics; shop floor scheduling; parts processes and outside purchases are all difficult tasks given the nature of the job. The impossible made understandable. Labor efficiency is the management challenge in the service department and various measures and methods are discussed to allow higher customer satisfaction and profitability. Understanding pricing mechanisms and cost recovery issues; both are discussed to assist the foreman to improve overall effectiveness and efficiency of the department.

It’s All About Customers

Customer communication and relationships are both a serious challenge for the first time supervisor with a technical background. The range of satisfying customer requirements in the field and shop and developing relationships is critical in service. How the service profit chain works from employee satisfaction and loyalty through to profit and growth. How you should use price as a marketing tool to develop customer relationships and loyalty is the final piece in this segment.