Service Department - Workshop Management
100% Funded by FÁS
Module Overview
The design and content of this course is based on recent research and face-to-face interviews with Service Managers working in the Irish motor industry. The input and guidance of Service Managers has provided a clear focus on the skills and management capabilities required in to-days competitive market.
Overall dealership success is becoming increasingly dependant on the Service Department / Workshop in meeting demanding targets in terms of productivity and profitability. A well-managed Service Department is a key factor in customer retention and the vital activity of car sales.
The opportunity within a dealership to increase profits is very real provided the Service Department /Workshop is managed by people who are confident and competent in what they are doing. Knowledge and understanding in key areas such as productivity (and how to achieve acceptable levels), the selling function and hitting profit margin targets are absolutely vital.
The practical approach taken in the design and content of this module will ensure that participants are developed to achieve measurable improvements in their dealership performance.
Who is it for?
This module has been designed for junior, middle to senior managers in the motor industry (Parts Managers/Advisors, Service Managers/Advisors). The module will be adapted to facilitate Junior, Middle and Senior levels of management with focus on meeting the specific needs of client companies and levels of management. The module can also be modified to meet the specific requirements of a particular company by way of a tailored approach.
Module Objectives
On completion of the module participants will be able to:
- Understand the most effective methods and procedures in the management and achievement of targeted productivity levels.
- Understand the importance of good lines of communication with customers, workshop staff and the Parts Department.
- Understand the methods of achieving and measuring profit margins, control of costs and meeting with performance targets.
- Read and understand the management accounting reports of the dealership/department and contribute effectively to the planning / budget setting process of the dealership.
Module Content
Workshop Management and control methods and procedures in relation to:
- Pre loading workshop regarding number of mechanics, hours to sell and targeted levels of efficiency.
- Setting productivity and efficiency targets using standard times and skills set of individual mechanics for Retail Service, Warranty Service and Internal Service.
- Achievement of efficiency levels through good management methods, such as, allocation of work to appropriate persons (i.e. master technicians, technician or apprentice), avoidance of down time and monitoring job allowances for warranty and administrative work.
- Setting sales targets for the Service Department and actively selling in contrast to order taking. Exploring methods of increasing sales and motivating team performance.
- Using the Budgeting process to achieve realistic performance targets and the regular review of actual performance with a view to correct short falls.
- Managing the interaction with the Parts Department to ensure parts availability on time.
- Managing the relationship with customers, for example, having empathy with customers and a formal procedure to deal with complaints. Developing a customer focus and prioritising work around customers needs forms part of a well-managed approach.
- Managing the process of Daily Job Sheets completion through to preparation of customers invoice. Delegation of responsibilities of administrative duties and record keeping to be encouraged.
- Using appropriate bonus structures in relation to charged-out hours and development of bonus payments for individual levels of performance.
Course duration
2 days
Dates
21st & 22nd November 2007
More Information
For further information and booking procedures or to discuss any aspect of this programme, please contact Patrick Reynolds Tel: 023 46672 / 087 7926077
or email: info@europaacademy.com
This programme is 100% funded under the FÁS Training for People in Employment Programme, which has the objective of increasing the knowledge, skills and competencies of the Irish workforce.
