Service Manager College Course

This Course will be led by a subject matter expert with decades of experience in this field, all instructors and consultants are led by Larry Edwards Chairman of Edwards & Associates Consulting, Inc. Larry is the Author of “American Automobile Industry” and has published over 150 articles on strategy, innovation, teambuilding, leadership, diversity, managing Dealership Service, Parts, Collision Shops, and Independent Repair Facilities.

Reading & Understanding the Dealership Financial Statement

  • Sample Financial Statement
  • Analyze the Sample Financial Stats
  • Formulas for Service Performance Targets
  • Compare Your Performance
  • Parts Process Guides
  • E&A Key Performance Indicators
  • Total Labor Gross Percentage
  • Service Department Expense Management and Net Profit
  • Managing Expense
  • Financial Planning, Tracking, and Administration

Service Department Marketing & Merchandising

  • Marketing and Merchandising Management
  • Marketing and Merchandising Planning
  • Business Potential
  • Measuring Your Service Retention
  • Knowing Your Customer
  • Customer Pay 100 Repair Order Recap
  • Shopping Your Competition
  • Dealership Service Advantages
  • Pricing Tools
  • Parts Price Averaging
  • Using a Service Menu
  • Good – Better – Best Pricing Strategy
  • Effective Marketing and Merchandising Messages
  • Customer Exposure
  • Merchandising Tactics
  • Merchandising
  • Displays
  • Successfully Implementing Service Merchandising

Managing Capacity, Facility Capacity, Human Capacity, Technician, Advisor, Support Staff

  • Overview
  • What is the Shop Capable of Producing
  • Are you Maximizing Shop Potential
  • Improving Shop Utilization
  • Options to Produce more Billable Hours
  • Expand Hours of Operation
  • Tracking Proficiency
  • Organizational Models and Production Methods
  • Traditional Shop Production
  • Dispatch
  • Teams
  • Lateral Support Groups
  • Groups
  • E&A Hybrid Production System
  • Review of Production Methods
  • Technician Compensation Plans
  • Production Systems & Pay Plan Changes
  • Goal Setting Management Approach
  • Implementing Change
  • Process
  • Appointment Scheduling and Loading
  • Confirming
  • Appointments
  • Shop Scheduling
  • Time
  • Management
  • Tracking Time Inventory
  • Shop Loading
  • E&A Work Flow Control System
  • Dispatch
  • Optimizing Electronic Dispatch
  • Review

Developing a Long-Term Staffing Plan

  • Overview
  • Creating a Climate for Success
  • Five Keys to Motivating Employees
  • Determining what Should be Measured and Rewarded
  • Prioritizing
  • The Five –Year Staffing Plan
  • Next Step
  • Recruitment and Hiring
  • Technician Skill Level Categories
  • Technician Self Evaluation
  • Review Your Plan
  • Review
  • Developing a Compensation Plan
  • What Makes a Good Pay Plan
  • Competitiveness
  • Compensation is a Business Expense
  • Exploring Compensation Plans
  • Effectively Implementing a New Compensation Plan
  • Reward/Motivation
  • Bonus Plans
  • Sample Bonus Plan
  • Bonus Pay for Warranty Clerks
  • Create Awareness by Keeping Technicians Informed

Leadership

  • Leader of Your Ship
  • Which is Your Ship
  • Pathways to Success
  • A Road Map for Leaders