The changes that have taken place over the past twenty-five 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. Service Management Unit I consists of 4 elements presented during a two day seminar.

	The Principles of Management for the Service Department The Basic Management Principles: Planning, Organizing and Controls; Job Descriptions, Performance Standards and Targets; Business Plans, Procedures and Policies, Personnel Management; The Business of Paradigms and understanding resistance to change; How to survive in spite of ourselves.
	The Fundamentals of Accounting & Finance for Service Personnel Understand Financial Statements from the Parts Department Perspective. Learn the Dealership Financial Fitness Model; and Profitability Pyramid. Asset Management and the value of return on capital employed. Discover new truths about the famous "Labor Variance" and the consequences.
	The Operational Foundation *** Shop Floor scheduling and field dispatching are difficult tasks given the nature of the job. The impossible made understandable. Unleash your true power of knowledge with flat rating and fixed price shop operations. Labor efficiency is the management challenge in the service department and various measures and methods are discussed to allow higher customer satisfactions and profitability. Pricing mechanisms and cost recovery issues are discussed to assist the management to improve overall effectiveness of the department.
	It's All about Customers *** Service selling is not about selling repairs it is all dependent on programs. From Maintenance and Repair programs through to basic inspections; from planned maintenance to component rebuilds; from customer cost per hour programs to planned component replacement, the full range of program offerings necessary in a service department are discussed and explained. The range of satisfying customer requirements in the field and shop and developing relationships is critical in service. How you should use price as a marketing tool to develop customer relationships and loyalty is the final piece.

This Unit provides a broad base introduction to Service Management for the 21st Century. It is intended for Service Foremen, Lead hands, Supervisors and Managers. The material covers all of the management and operational disciplines required of a Service Manager.