Automotive Utilization Conclusion

Workshop loading

·?The flow and mix of jobs should be planned effectively, so that Technicians are working throughout the working day

·?Overtime must be effectively controlled, and Incentive schemes monitored to have effective performance, to ensure that bonuses are self-funding and reward activity that increases profitability

·?The Department must have processes to sell ‘advised/additional work’, to make effective use of its opportunities to upsell to existing customers

Service Marketing?

·?The service offer must meet customer needs; the customer must want to buy the type of service the Retailer offers

?·?The Department must attract enough customers to keep the Technicians deployed

?·?The Retailer must market itself to sell more service work to the owners of older vehicles; it should not rely too heavily on captive work such as reconditioning and warranty

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Let us now review individual associate contribution to Utilization.

Service Manager/ After Sales Manager are responsible to follow:

Are available hours correctly applied to the booking dairy and do they reflect current levels of efficiency?

Does the booking dairy reflect realistic projected times for all work?

Are STMs focused on offering customers the next available date for all bookings?

Are attended and productive hours accurately recorded, noting that total attended hours can be distorted by Diagnostic Technicians and apprentices?

Are all job cards accounted for through the job card register?

Do Technicians clock on and off all jobs in the correct manner?

Is there sufficient flexibility to allow for unscheduled jobs where customers arrive with no pre booking?

Are job cards raised for all rectification work?

Is the service process structured to maximize technicians time in the working bay, supported by such activities as parts pre-picking and delivery to the bay, and the next job being parked close to the workshop entrance?

Are Technicians trained to identify and report additional work required?

Do Technicians have an effective upsell process and consistently follow this?

Are STMs trained in the techniques of related / additional work selling and do they apply them consistently (e.g. contacting customers for approval of additional work)?

Is there full liaison between FMs and Technicians?

?

Foremen/ Workshop Supervisor are responsible to follow:

Does the booking dairy reflect realistic projected times for all work?

Do Technicians clock on and off all jobs in the correct manner?

Is there full liaison between FMs and Technicians?

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Technician's are responsible to follow :

Do Technicians clock on and off all jobs in the correct manner?

Is there full liaison between FMs and Technicians?

..Concluded..