MCE: Service Activity Based Management WDC (ENG)

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.

MCE: Service Absorption WDC (ENG)

A properly managed Service Department is critical to the financial health of your company. Customer loyalty is crucial when it comes to your success in your business. In the midst of managing the service business for the highest levels of customer loyalty, we often overlook the many ways in which profitability itself impacts the business.

The profits provided by the service business goes to cover the expenses and costs of operating the business. This is the contribution of profit to the business. This is all very straightforward, of course. But where we all clearly understand the contribution of profit to the business, absorption is something that is less clear.

In the 1950s, the model of Absorption was developed as a way of managing profits and expenses in the service business. This important class offers clarity in the financial aspects of a fiscally healthy service business, and how it positively impacts the overall strength of the dealership.

MCE: Service Customer Retention WDC (ENG)

All of the training and tooling in service, and the inventories and systems in parts, and all the good work by professional salesmen will be wasted if you cannot keep your customer for life. The Japanese taught us that in the 1970’s, and Harvard Business School did the definitive research in the 1980’s. This class deals with the facts of customer retention and “how to” minimize the number of customers that “defect” from your dealership.

The statistical impact of defection on profitability across differing Industry groups is exposed. It is shocking. In the Industrial Distribution business, if you can increase your customer retention 5%, then you can increase your profitability as a Company by 45%. There is no single element of what we do that has the impact on dealership profitability like customer retention. The tools you should use to minimize customer defection are discussed in detail in this impactful class. Everything that we do in the performance of our jobs is at risk if our responsiveness and convenience are not to the customers’ liking. Don’t miss out on this powerful program.