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Fixed Operations Workshop Controller / Tower Supervisor

In-Person at the Dealership
Duration: 1 ~ 2 Days
Attendees: Fixed Operations Managers, Workshop Controller/Tower Supervisor, Appointment Coordinator, BDC
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Program Overview

Objective

Equip participants with the knowledge and tools to run an efficient and profitable service department by focusing on productivity, efficiency, technician management, and customer satisfaction.

Morning Session

8:00 AM – 8:30 AM: Registration and Welcome

  • Introduction to the course objectives
  • Brief overview of dealership service operations

8:30 AM – 9:30 AM: Overview of Workshop Operations

  • Understanding the Role of a Workshop:
  • Key responsibilities of a workshop in a dealership setting
  • Importance of after-sales service in customer retention and profitability
  • Workshop Layout and Workflow Optimization:
  • Efficient workshop design and layout
  • Streamlining workflow to reduce downtime and increase throughput
  • Performance Metrics Overview:
  • Introduction to Workshop Productivity, Workshop Efficiency, and Technician Productivity

9:30 AM – 10:30 AM: Measuring and Improving Workshop Productivity

Understanding Workshop Productivity:

  • Definition and importance of productivity
  • Calculating productivity: Actual hours worked vs. available hours
  • Best Practices for Maximizing Productivity:
  • Effective scheduling and job allocation
  • Managing technician time and minimizing non-productive time
  • Breakout exercise
  • Participants calculate productivity using sample data.

10:30 AM – 10:45 AM: Coffee Break

10:45 AM – 12:00 PM: Workshop Efficiency and Technician Management

Workshop Efficiency:

  • Definition and calculation: Standard labour hours vs. actual hours worked
  • Strategies to improve efficiency: Process standardization, training, and tool availability
  • Technician Management:
  • Recruiting and retaining skilled technicians
  • Training programs to enhance technician skills and reduce rework
  • Setting performance targets and monitoring technician performance

Clocking Practices for Accurate Measurement:

  • Importance of precise clocking in/out practices
  • Tracking job times and comparing billed hours vs. actual hours worked

12:00 PM – 1:00 PM: Lunch Break

Afternoon Session

1:00 PM – 2:00 PM: Customer Service and Communication

Importance of Customer Satisfaction:

  • How excellent service leads to repeat business and referrals
  • Handling customer complaints and providing timely updates

Customer Communication Best Practices:

  • Clear and consistent communication from drop-off to pickup
  • Managing expectations and explaining repair costs

Customer Retention Programs:

  • Loyalty programs, follow-up calls, and service reminders

2:00 PM – 3:00 PM: Financial Management of the Service Department

Understanding Financial Metrics:

  • Gross profit, net profit, and service department profitability
  • Key financial ratios to monitor

Pricing and Billing Practices:

  • Setting competitive yet profitable labour rates
  • Ensuring accurate and timely billing for all jobs
  • Cost Control and Revenue Enhancement:
  • Reducing waste and managing parts inventory efficiently
  • Building value in additional services and maintenance packages

3:00 PM – 3:15 PM: Coffee Break

3:15 PM – 4:15 PM: Technology and Tools for Workshop Efficiency

Adopting Technology in the Workshop:

  • Benefits of service management software (DMS, CRM, etc.)
  • Using diagnostic tools to improve repair accuracy and speed
  • Integrating Digital Platforms:
  • Online booking systems and customer portals
  • Leveraging data analytics for decision-making

4:15 PM – 5:00 PM: Workshop Culture and Leadership

Building a Positive Workshop Culture:

  • Encouraging teamwork and continuous improvement
  • Fostering a safety-first mindset in the workshop
  • Leadership in the Service Department:
  • Leading by example: The role of the service manager
  • Motivating and engaging the team for peak performance
Discussion, Review, Q&A and Outcomes

Discussion

  • Participants discuss real-life challenges and solutions in workshop management.

5:00 PM – 5:30 PM: Q&A and Wrap-Up

Review of Key Concepts:

  • Recap of the day’s lessons and actionable takeaways

Final Q&A Session:

  • Open floor for questions and further clarification

Next Steps:

  • Action plans for implementation back at the dealership
  • Closing Remarks and Survey Collecting Action plans for implementation back at the dealership

Key Learning Outcomes:

  • By the end of this course, participants will be able to:
  • Implement effective clocking and scheduling practices to optimize productivity.
  • Measure and enhance workshop efficiency and technician performance.
  • Manage financial aspects of the service department, including pricing, cost control, and profitability.
  • Leverage technology and tools to streamline operations and improve customer service.
  • Lead and motivate their teams to create a high-performance workshop environment.

This one-day course provides a comprehensive foundation for running a successful and efficient service facility tailored to the unique needs of new car dealerships.

Contact US

To learn more about the course referenced above, please contact us today.

Set a call back time for a convenient free consultation with one of our senior business development team.

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