The changes that have taken place over the past twenty-five years, and those ahead, demand a more professional, productive and profitable Product Support Operation. To support the development of this Parts and 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. Parts & Service Management - Unit II consists of 4 elements presented during a two day seminar for Parts or service Managers who have participated in the Unit I class.

	Leadership and Personnel Issues Leadership is more than just a privilege it is a responsibility as well. The principles of leadership are developed and tactics to be employed to provide a profitable and harmonious workplace presented. Time management is one of the impediments to proper leadership skill and it is also dealt with in this session. Retaining employees through good workplace practices and proper employee direction is mandatory in a functioning department. From objectives and process development to job performance reviews and compensation issues all organizational and personnel issues are covered.
	Parts & Service Working Together - a Radical Concept The normal conflicts between Parts and Service can be overcome with a more clear understanding of what the competing goals are in each of the two departments. Establishing common solutions to these problems is the goal of this section. Metrics to be used in managing the Parts and Service function and how the changes in the business have put more pressure on profitable operations in Parts and Service. A financial model is developed that allows Parts and Service Managers to see the impact of changes within their department.
	Parts & Service Operations - A New Look What is the structure of the Parts or Service Organization within a dealership and how do the two departments overlap. The proper functional staffing levels and how they impact on employee productivity and customer service are the critical items exposed in this section. The use of technology in operations to improve productivity has become mandatory. From scanning technology to voice recognition; From the internet to call centers; productivity improvements are covered to improve customer service and dealership profitability.
	The Machine is Bait - Selling to your Potential Understanding market potential is based on the working population in the territory. Models re developed that will allow dealers to be able to develop a revenue potential for parts and service. This allows dealers to measure their own performance against the market potential and competition. A critical element of the successful dealership going forward into the 21st century, market penetration as well as product and service profitability.

This Unit provides a different approach to the Management of the Parts and Service Departments - one of harmony and common goals. It is intended for any Management and Supervision that has the responsibility for Parts or Service who has attended Unit I classes in Parts or Service. The material covers all aspects of Parts & Service Management necessary for the Managers or Supervisors to become more consistent in their performance for their dealership, their employees and themselves.