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Sect 3, Performance diagnostics

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How to evaluate your business, what to look for and what improvements can be done

Text of Sect 3, Performance diagnostics

  • 1. Distributor Service Department Performance Diagnostics
    Section 3
  • 2. Performance Diagnostics
    3.1 Management and Supervision
    3.2 Direct Expenses, High
    3.3 Gross Profit Low
    3.4 Indirect Expenses, High
    3.5 Net Contribution, Low
  • 3. 3.1
    Performance Diagnostics
    Diagnostics Chart - 1:
    Total Workshop Sales
    Managerial,
    Supervisory
    issues
  • 4. 3.1
    Performance Diagnostics
    Business Prospecting
    Customer Relations
    3.1
    Management and Supervision
    Service Department
    Parts Department
    Direct and Non-Direct Productive Staff
  • 5. 3.1
    Performance Diagnostics
    3.1.1
    Business Prospecting
  • 6. 3.1
    Performance Diagnostics
    Analyze True Potential?
    3.1.1
    Business Prospecting
    Reasons
    Exploit Fleet Service?
    Customer Visits?
    Customer Records?
    Wrong Targets?
  • 7. 3.1
    Performance Diagnostics
    Proper Market Study
    3.1.1
    Business Prospecting
    Actions
    Service Contracts
    Customer Visit Plans
    Customer Data Base
    SMART Targets
  • 8. 3.1
    Performance Diagnostics
    3.1.2
    Poor Customer Relations
  • 9. 3.1
    Performance Diagnostics
    Department Image?
    3.1.2
    Poor Customer Relations
    Reasons
    Poor Work Standards?
    Customer Complaints?
    Customer Consent?
    No Service Contracts?
  • 10. 3.1
    Performance Diagnostics
    Improve Overall Image
    3.1.2
    Poor Customer Relations
    Actions
    Improve Procedures
    Complaints Procedure
    Receipt Procedure
    Various Contracts
  • 11. 3.1
    Performance Diagnostics
    3.1.3
    Service Department
  • 12. 3.1
    Performance Diagnostics
    Productivity/Efficiency?
    3.1.3
    Service Department
    Reasons
    Improper Workflow?
    Supervision?
    Monitor Unsold Time?
    Improper Facilities?
  • 13. 3.1
    Performance Diagnostics
    Increase Sales/Training
    3.1.3
    Service Department
    Actions
    New Procedures
    Management
    Performance Monitoring
    Review Facilities
  • 14. 3.1
    Performance Diagnostics
    3.1.4
    Parts Department
  • 15. 3.1
    Performance Diagnostics
    Service to Workshop?
    3.1.4
    Parts Department
    Reasons
    First Pick Availability?
    Pre-Planning?
    Communication?
    Retail More Important?
  • 16. 3.1
    Performance Diagnostics
    Change Attitude
    3.1.4
    Parts Department
    Actions
    Forecasting
    Better Pre-planning
    Communication
    Biggest Customer
  • 17. 3.1
    Performance Diagnostics
    3.1.5
    Direct and Non-Direct Productive Staff
  • 18. 3.1
    Performance Diagnostics
    Quality and Training?
    3.1.5
    Direct and Non-Direct Productive Staff
    Reasons
    Supervision?
    Systematic Planning?
    Incentives, etc.?
    Missed Service Sales?
  • 19. 3.1
    Performance Diagnostics
    Train or Replace
    3.1.5
    Direct and Non-Direct Productive Staff
    Actions
    Management
    Workshop Planning
    Motivational Schemes
    Better Inspections
  • 20. 3.2
    Performance Diagnostics
    Diagnostics Chart - 2:
    Total Workshop Sales
    Managerial,
    Supervisory
    issues
    Direct Expenses
  • 21. 3.2
    Performance Diagnostics
    Unsold Time
    3.2
    Direct Expenses, High
    Policy Adjustments
    Consumables, Tools
  • 22. 3.2
    Performance Diagnostics
    3.2.1
    Unsold Time
  • 23. 3.2
    Performance Diagnostics
    Workshop Planning?
    3.2.1
    Unsold Time
    Reasons
    Parts Supply?
    Workshop Facilities?
    Supervision?
    Time Management?
  • 24. 3.2
    Performance Diagnostics
    Service Marketing?
    3.2.1
    Unsold Time
    Reasons, contd
    Pre-Planning?
    Parts Forecasting?
    Tools Not in Order?
    Waiting Approvals?
  • 25. 3.2
    Performance Diagnostics
    No Jobs?
    3.2.1
    Unsold Time
    Reasons, contd
    Other Duties?
    Training?
    Redo as Unsold?
    Goodwill as Unsold?
  • 26. 3.2
    Performance Diagnostics
    Bill of Materials, BOMs
    3.2.1
    Unsold Time
    Actions
    Parts Management
    Review Facilities
    Service Management
    Capture Relevant Data
  • 27. 3.2
    Performance Diagnostics
    Marketing Strategy
    3.2.1
    Unsold Time
    Actions, contd
    Systems/Procedures
    Parts Forecasting
    Tools Management
    Approvals Process
  • 28. 3.2
    Performance Diagnostics
    Service Marketing
    3.2.1
    Unsold Time
    Actions, contd
    Proper Time Sheets
    Training Plans
    Improve Sold Quality
    Correct Job Bookings
  • 29. 3.2
    Performance Diagnostics
    3.2.2
    Policy Adjustments
  • 30. 3.2
    Performance Diagnostics
    Quality Assurance?
    3.2.2
    Policy Adjustments
    Reasons
    Warranty Recovery?
    Customer Goodwill?
    Labor on Accessories?
    Warranty Terms Info?
  • 31. 3.2
    Performance Diagnostics
    Work Procedures
    3.2.2
    Policy Adjustments
    Actions
    Warranty Management
    Book Cost Properly
    Improve Quotations
    Hand-Over Procedure
  • 32. 3.2
    Performance Diagnostics
    3.2.3
    Consumables and Tools
  • 33. 3.2
    Performance Diagnostics
    Improper Control?
    3.2.3
    Consumables and Tools
    Reasons
    Purchase Agreements?
    Store Keeper?
    Cost on Job Card?
    Proper Charge?
  • 34. 3.2
    Performance Diagnostics
    Proper Procedures
    3.2.3
    Consumables and Tools
    Actions
    Purchase Agreements
    Store Keeper
    Proper Costing
    Charg

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