The organization of a service department is about more than technicians and clerks and management. Designing the structures is about facts and not feelings. The time for shop and field jobs starts the design. The technology, tooling and processes used take us the rest of the way. Exploring the service department organization from a factual foundation is the goal of this webinar.

The density of supervision to technician has long been in dispute in this Industry. This webinar aims to put that dispute to rest by providing definitive measures of labor efficiency and quality in the forefront and not having “cost” drive decisions about those two fundamental elements of a service department.. From Roman times to the current US Army supervision has been a constant and defining attribute of high performance. We discuss the appropriate levels of supervision and provide a model for the participants to use for their business.

The clerical support in a Service Department covers all aspects of record management as well as labor controls, job controls, job process and work in process, as well as everything to do with warranty and technical documentation, either in printed or electronic format. The dealer business system is critical in supporting this function. This webinar will be of benefit to everyone in management and supervision of the service function.

The core function within every Service Department is the work order process. Yet little attention seems to have been given to this most important function. Dureing this webinar we will take you through the complete process from teh “Service Request” up to and including the invoicing of the finished job. The process is not complicated but there are a lot of details which if mishandled will not satisfy either the customer of the dealership.

The only group within an equipment dealership that allows a business to differentiate itself from the competition in the market is the Service Department. Yet the typical dealership leaves the service Department and the dealer business system to establish the methods to be used. This webinar addresses the complete process from labor posting to outside purchases; from ordering parts to returning them; from introducing the structure of the job to the scheduling of work. We will address them all.

The individual elements will be covered in complete detail in further webinars but the basic structure to employ will be detailed in this session. You will be able to return to your work and review how your structure relates to these “Best Practices” and begin the transformation of the department from a place where repairs and maintenance are performed to a productive, high quality, and safe service shop. This is the type of work order process that attracts talented people to work within it and retains customers who use it.