HCC: Parts Balanced Scorecard

In the parts business we communicate with the marketplace in a variety of methods. We deal with various systems, manually and technologically. We have a responsibility to serve and retain customers while at the same time we have to make money for the business. This is a complicated business.

To assist us in managing the business and help us implement our company strategy we use a business tool that is called the “Balanced Scorecard.” The Balanced Scorecard was developed in the 1990s, designed for use in the planning and implementation of a company’s strategy. The scorecard looks at your business from four directions; finance, internal, innovation and customer. From this vantage point the company can develop a strategy as part of their operating plan.  These plans are meant to help a company achieve its goals.  If a plan cannot be agreed upon and effectively executed, a business cannot effectively reach its goals.

In this class, you will learn the ins and outs of this valuable tool, and the costs we pay in our business when we fail to execute our plans for success in our market.

HCC: Parts Leadership

The management and supervision in business is in many cases misunderstood. You manage process but you have to lead people. Often, we get consumed by our need to improve our processes. Since the 1980’s with the “Japanese” continuous improvement movement we have been obsessed with eliminating non-value added, tasks and processes. But what have we done to inspire management to improve their ability to lead their employees.?

Leadership is a complicated function. It involves compassion, courage, trust, integrity, commitment, loyalty, inspiration, and communication. A true leader will take people to places that they would not have gone to on their own. This program explores the true meaning of leadership and talks about differing leadership styles and their impact on performance.

Leadership has to ensure that the day to day operations are performing and at the same time they must focus on the future. They also have to understand and accept how important managing change is to improvement. They have to be able to look at their businesses with “fresh eyes” to ensure that they can identify and eliminate their “sacred cows.” This is a critical class for anyone in a leadership position.

HCC: Parts Activity Based Management

The use of activity-based management as a management tool, has been relatively recent in our Industry. It was an unintended consequence of the work of Edward Deming, in Japan, and allows dealerships to review activities in a different manner. The use of the sales per employee implies a series of activities and relationships to our work that relies on historical approaches and does not take into account the opportunities to reinvent the operations of the department.

Our business is based on satisfying customer requirements. In order to be able to satisfy these needs we must better utilize technology and information in better and different manners. In many cases organizational transformation, has rarely been done without the attendant review on process effectiveness and market coverage methods.

This program will expose a series of thoughts that will allow the learner to be better able to evaluate the processes and methods in use today. The business world has been inundated with various “new” thinking approaches. This is Industrial Engineering at its’ root which morphed into the Continuous Improvement Movement, to Kaizen, then Six Sigma and finally the 5 S approach today. Each of these approaches is married to financial reporting which allows a more comprehensive review of all we do from an activity-based perspective. You will never regret taking this class.

HCC: Parts Teleselling

A new reality is approaching.  By now, everyone has been affected by “telemarketing.” Customers and consumers are starting to resist it. That is clear from the laws that are being presented and passed.  Customers want service, and they want customer service calls.  As a result, the rules that are set forth for your telemarketing program should emphasize your wish to have an effective telemarketing program to provide your customer base with high quality customer service. It can be as simple as a word. That word is tele-selling.

Each person has an aura, a reputation in the company or in the market.  This presence is a function of many things: knowledge, personality, the quality of voice, the intangibles of attitude.  It is the feeling of trust that the customer has in the person on the other end of the telephone.  This is a condition that is earned and achieved.  It is not something that can be mandated.

In telephone selling the customer either has called with the need or you are calling to see if there is a need. Yet now we confront the dilemma. Rarely, if ever, has anybody provided training on tele-selling.  This program will provide you with an outline – an approach – to use when selling on the telephone.  This class will provide you with a plan and a structure, and with this structure your tele-selling future can get off to a successful start.