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

Program Overview

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.

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

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