Motor Industry KPI and best practice provided by Jeff Smith

Submitted by Dave Cartwright

All too often we waste time during the working day which could have been prevented had we prepared ourselves better for the day ahead. So this thought is to carry out a review of the job cards ideally 48 hours before the actual repair date.

Nothing new in this, however what I am suggesting is that they are reviewed by a Technician, a Service Advisor and a Parts Advisor.

Supervision can oversee this process initially but ideally once you have set up the process you should let your team do the work. After all they all need to work together to make each others job as easy as possible.

The question that each person needs to ask when they review the job card is: “Based on the information on this job card can I reasonably expect to fix this car right first time and on time?”

If each of the participants can answer this question from their own perspective then they pass it on to the next person. If not then they must decide the action they need to take as a team to ensure they resolve any concerns.

A note should be made of the errors so that as they all have a greater understanding of what is required and take corrective action each day the number of errors recorded will reduce. It is good to look back and see the progress they have made as a team.

You may think you do not have the time to stop your team for this process, however the target is to allow only ten minutes for this review and initially they will find several silly mistakes which, if not corrected, will more than waste 10 minutes of your workshop productive time.

You must ensure that they continue to meet every day so it becomes a culture and gradually you will find that they will develop a greater understanding of what is required to process repairs as efficiently as possible. Team members should be changed regularly so everyone has a chance to give input and see that their opinions are respected and valued. You will quickly develop a greater sense of team working with your staff.

Love to know your thoughts on this one,

Dave Cartwright

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This entry was posted on Thursday, April 17th, 2008 at 2:45 pm and is filed under Customer Satisfaction, Parts Department, Service Department, Service Department Book.