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Farrish Subaru10407 Fairfax Blvd, Fairfax, VA 22030Kevin Farrish farrishkevinfarrish@farrishcars.comFawad Osmani fawadosmani@farrishcars.com703-352-4000Process Improvement Week 12Joe CarrollJoe Carroll M5 DM Consultant Coach 504-415-0253 joecarroll@m5ms.com7/16/21
1M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
2M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
3M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
ServicePro-formaM5 Management Services Inc.Categories of ContributionCurrentSituationProjectedPerformance IProjectedPerformance IIApr-June20211Technician Clock Hours per Day8.08.08.08.02Production y Technician Work Daysx23.423.423.422.80.022.84Calendar Utilization Percentagex94.3%94.3%94.3%88.5%0%88.5%5Technician Flat Rate Hours 183.2200.9200.8161.87.6169.56Number of Productive Techniciansx881013114.07Flat Rate Hours Produced - Total 1466160720082067306.123738Combined Effective Ratex 112.06 112.06 112.12 115.65 0.00 115.659Total Labor Sales 164,269 180,094 225,119 239,032 35,398 274,43010Labor Gross Profit %75.5%75.5%68.8%0%68.8%11Sub-Total Gross Profit 124,023 135,971 170,033 164,440 188,80812Unapplied Time / Adjustment to Cost ofLabor- 15,257 15,257 15,257 0 013Total Gross Profit 108,766 120,714 154,776 164,440 24,368 188,80814Personnel Expenses 257,089 1,840 258,92915Semi-Fixed/ Operating Expenses 69,192 69,19216Fixed Expenses 297,830 297,830 301,231 46,469 46,46917Total Expenses 297,830 297,830 301,231 372,750 1,840 374,59018Labor Net Profit - 189,063- 177,116- 146,455- 208,310 22,528- 185,78219Sublet Gross Profit 1,394 1,394 3,148 3,14822Other Gross Profit CDJR 223,420 223,420 233,420 254,232 254,23224Statement Net Profit 35,751 47,698 88,359 49,07026Annualized Net Profit 429,010 572,380 1,060,302 588,844 859,17127Annualized Net Profit Improvement 143,370 631,293 159,834 430,162x 75.5% 1,394N/AChangeAmountProjectedPerformanceIIIItem #8.0 22,527 71,598 M5 Management Services Inc.20214M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Week 12 Agenda July 13th -16th, 2021Annex A Opening Meeting ---- Page 6Annex B Review and Update KPIs ---- Page 7Annex C Service Drive Review ---- Page 8Annex D Update Proforma ---- Page 18Annex E Perform 10-week Production Analyses ---- Page 21Annex F Reset Technician ---- Page 22Annex G Determine Current Structure ---- Page 23Annex H Determine Staffing Requirements ---- Page 24Annex I Propose Quick Lane Operating Structure ---- Page 25Annex J Exit Meeting ---- Page 275M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Opening MeetingDay 1 Opening meeting was held with Service Manager Gary Mellett Reviewed OLP, MPS, and FRFT scores Reviewed work history Reviewed Technician Production to Objective Reviewed Summary by Advisor Total flat rate hours in April, May, June 2021 Reviewed current Proforma Introduction to ROSE Interim Assignments for previous Service Manager Verify all communication goes through Xtime Xtime MPI completion should be over 95% Spot check estimates to ensure completion in Xtime Check mode times daily to ensure no missed work Keep track of mode time improvements and delays Review vehicles status with advisors daily to ensure Xtime usage Meet with staff weekly to discuss issues and changes needed to process6M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Review and Update KPIsDatesApr-21May-21Jun-21KPI GoalCPROTotal FRHOLPNPSFRFTProduction -Jun202179220678066592.6%90.2%Diff /115221-9-100.1%-24%NewGoal KPI87122738157595.6%105.0% Gary and I reset Key Performance Indicators (KPI) based on April, May, and June 2021 information Customer Pay Repair Order Target 871 Total Flat Rate Hour Target 2273 Owner Loyalty Program Target 815 Net Promotor Score Target 75 Fixed Right First Time Target 95.6 Production % Target 105%7M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Service Drive observations 7/14-7/16/2021 “Just wait in your car, we will be right with you” Current Greeting “Good morning, are you coming in for service?” Guest “Yes” Advisor “Where is your vehicle parked?” Guest “Out in the parking lot” Advisor “Then go ahead and pull your car onto the service drive” Can we offer to retrieve the vehicle for the guest and pull it on the drive? “What are you bring it in for today?” Customer explains their primary concerns Retrieve mileage, VIN, and walk around Advisors walked to the desk “What is the phone number?” At times we do not verify customer information I did not observe presented maintenance unless The guessed stated they were in for maintenance I observed no customer signature, customer was instructed to wait in the loungeNo final review of lines on the repair order This is what we are going to do This is the total estimate I will update you on the status Advisors are not clear on time promises “It will be about an hour to an hour and a half” I observed all promise time set to the default of 7:00 pm8M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
We recommend a solid process for all Advisors use to track our promise on statusupdate To do list9M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Route sheet Electronic route sheet Not the steel cage method “We keep the promise times in our heads” Set up Route sheet for Heather until google sheet is createdCustomer LastNameTagRO#Status UpdateTimeNew StatusUpdate TimeCompletionPromiseContact CustomerDate Time12345678910111213141516171819202122232425 Appointment Process/Drop off Several customers park in customer parking outside the service drive when dropping theirvehicle off for service If the guest parked outside, we should we offer to retrieve the vehicle for the guest and pullit on the drive10M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
During the appointment process an explanation of pulling up to the garage door and pullinginto the service drive would open more customer parking spaces during peak drop off times11M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Advisor Review and Training on the following areas Top 5 Opportunities to Improve NPS Greeting When customer arrives “Welcome to Farrish Subaru we will be right with you” Make eye contact and be sincere, guest can read your mood and body language When greeted “Welcome to Farrish Subaru my name is , how may I help you” Make eye contact and let the guest explain why they are bringing the vehicle in for service Listening for the guest’s primary concerns Take notes and make eye contact during write-up Restate the customers concerns to confirm understanding with the guest Explain the repair or maintenance process Verify the customers information Name, address, test phone #, current phone, and email Check history for last maintenance, declined repairs, and campaigns Explain any charges to diagnose, perform maintenance, or repairs12M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Estimate status update time on primary concerns Menu Presentation After checking history present Farrish Subaru Recommended Maintenance Even if your guest is not due for service currently They will be due at some point, and we would like them to return to Farrish Subaru for allmaintenance and repair requirements MPI authorization How do you currently communicate the inspection process during write-up? Best practice “While the vehicle is here for service, we will have a factory trained Technicianinspect your vehicle and if there is anything that needs your attention, I will let you know” Review all items on the repair order Explain what Farrish Subaru will do to resolve the guest’s concerns “Your technician is going to run a series of test to determine what has caused your concern” Total Estimate State the total estimate with tax and supplies including a 10% increase on total estimate “These tests will cost 193.91 ( 176.91 10% 193.91) This will allow you to under promise and over deliver on the price estimate Make your promise on status updates or completion time (NPS boaster!) Give yourself and the Technicians time to diagnose, repair and or perform maintenance Advisor were asked to give estimation times on the following steps of the repair process Remember the repair order needs to be completed (Time to complete 5 ) The vehicle needs to be parked (Time to complete 2 )13M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
A Technician needs to receive the job from the DMS dispatch (Time to complete10 ) Technicians will need to test drive the vehicle to duplicate the customer concern (Timeto complete 10 ) Run diagnoses tests provided by the manufacture (Time to complete 45 ) Perform maintenance inspection (Time to complete 15 ) Document the MPI inspection process (Time to complete 2 ) Parts need to price out all estimates (Time to complete 10 ) The Advisor need to review and contact the guest (Time to complete 15 ) Total time 1 hour 39 min, this should be taken into count when estimating statusupdate times Redelivery Review the final invoice line by line Review Multi-point Vehicle Inspection Ask if the guest has any question State to the guest the final charges Collect payment for repair order Pull the guest vehicle up or walk the guest to the vehicle Show guest any visible repairs or maintenance Thank the customer for using Farrish Subaru to service their vehicle14M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Advisor Performance Repair Order Review Q2Farrish Subaru04/01/2021 - 06/30/2021Customer Pay OverviewASMs:1678,2279,2317,2425Hours per Repair Order:Lines per Repair Order:One Line Repair Order %:Maintenance %:CP Effective Labor Rate:Effective Labor Rate - Maintenance:Effective Labor Rate - Repair:Parts to Labor Ratio:AllTasha JonathanGoal Advisors2.52.082.371.8933.33.213.3525.00%21.32% 22.92%20.24%70.00%69.47% 65.24%75.33% 120.00 117.67 121.02 114.74 100.00 99.49 99.51 98.10 157.50 159.03 161.40 165.54 1.00 in Labor 0.59 in PartsHeather1.973.3520.66%70.15% 115.67 100.50 151.31MikeJuly1.612.9726.04%77.66% 116.99 106.00 155.20All TechsUsed /Cars00.550 -1.890.00% -34.48%0.00% -65.00% 0.00 42.30 0.00 ( 75.00) 0.00 4.8015M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Repair Order Review Q2Farrish Subaru04/01/2021 - 06/30/2021All Techs% Sales % GrossAvg Day65.36% 64.93% 5,840.7322.54% 23.09% 2,014.0112.10% 11.98% 1,081.69 8,936.43% Sales % GrossAvg Day48.94% 44.68% 4,507.8541.27% 50.02% 3,801.149.79%5.30% 901.34 9,210.33% Sales % GrossAvg Day57.03% 57.61% 10,348.5832.05% 32.83% 5,815.1510.93%9.56% 1,983.03 18,146.77% TotalCoSAvg Day65.34% 28.7349.6421.39% 27.3316.2513.27% 26.5310.08 28.1475.97Lines/RO Avg Year Avg .68201740,304Analysis SummaryASMs:1678,2279,2317,2382,2425Labor Sales:SalesGrossGP %Avg /ROCustomer Pay 455,577.05 344,349.5075.59% 245.33Warranty 157,092.93 122,448.3377.95% 144.79Internal 84,371.85 63,508.8575.27% 123.53Total Labor: 697,041.83 530,306.6876.08% 233.51Parts Sales:SalesGrossGP %Avg /ROCustomer Pay 351,612.28 134,282.1238.19% 189.34Warranty 296,489.02 150,330.6950.70% 273.26Internal 70,304.78 15,933.23 22.66% 102.94Total Parts: 718,406.08 300,546.0441.84% 240.67Total Sales:SalesGrossGP %Avg /ROCustomer Pay 807,189.33 478,631.6259.30% 434.67Warranty 453,581.95 272,779.0260.14% 418.05Internal 154,676.63 79,442.0851.36% 226.47Total Sales 1,415,447.91 830,852.7258.70% 474.19Hours:HoursELRParts/RO Hours/ROCustomer Pay3,871.70 117.67 90.822.08Warranty1,267.60 123.93 233.901.17Internal786.35 107.30 89.411.15Total Hours5,925.65 117.63 121.241.99RO Count:CountAvg per ASM % TotalLinesCustomer Pay1,857309 1322.88%1,087Total ROs2,98549710,973CP RO Data:CountAvg per ASM % Total Avg /ROOneliners:39766 21.38% 147.85With no CP:96716132.40%Percentage VINs with EMails 30,000 miles1,19419964.30% 316.4398.36%CP Work Mix:LaborHoursGP %ELR% Sales % HoursAvg DayMaintenance: 267,599.962,689.7071.29% 99.4958.74% 69.47% 3,430.77Repair: 187,977.091,182.0081.70% 159.0341.26% 30.53% 2,409.96OppsUsedUtilization56424443.26%Grid/Door Rate Utilization16M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Customer Pay Effective Labor Rate Review Q2Job ListAll ASMsROASM628094 2279622893 2382618780 2279626606 2279622246 2279626179 2382625632 2279628470 2382625763 2279622010 2279622165 2382626764 2279626489 2382621337 2382621999 2279626272 2279626861 2382622248 2382621927 2382626065 2382Tech1182-MATT DEROSA239921941182-MATT DEROSA22331182-MATT DEROSA18602316231623061182-MATT DEROSA21942399239922871182-MATT DEROSA1182-MATT DEROSA1182-MATT R # 2ENGINE DIAGNOSISREPAIR # 1REPAIR # 1REPAIR # 1REPAIR # 1DIAGNOSISREPAIR # 2REPAIR # 1REPAIR # 2REPAIR # 2REPAIR # 1DIAGNOSISCHECK ENGINE LIGHTREPAIR # 1REPAIR # 1CHECK ENGINE LIGHTREPAIR # 1REPAIR # 1INSPECT A/C ELR 141.25 156.95 130.00 145.84 142.22 141.67 149.33 149.02 149.02 149.02 156.50 156.95 151.69 156.62 107.23 156.95 154.44 129.12 139.95 144.29Farrish Subaru04/01/2021 - 06/30/2021All TechsLabor Sale Labor Cost 2,542.50 675.00 2,825.10 648.00 2,210.00 340.00 2,260.57 581.25 1,464.87 391.40 850.00 225.00 896.00 126.00 894.11 168.00 879.21 165.20 879.21 147.50 923.35 221.25 926.01 118.00 819.10 194.40 783.12 180.00 536.15 92.50 769.06 183.75 695.00 168.75 568.15 165.00 531.81 76.00 505.00 126.0017M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Update Proforma August 2018 – December 2020M5 Management Services Inc.Service Pro-formaCategories of ContributionCurrentSituationProjectedPerformance IITechnician Clock Hours per on Percentagex103.8%113.8%Monthly Technician Work Daysx23.423.4Calendar Utilization Percentagex94.3%94.3%0.0%94.3%Technician Flat Rate Hours 183.2200.8-11.5189.2Number of Productive Techniciansx8.010.0-19Flat Rate Hours Produced - Total 14662008-304.71703Combined Effective Ratex 112.06 112.12- 2.83 109.29Total Labor Sales 164,269 225,119- 38,981 186,138Labor Gross Profit 5%188.6-19.9168.88210.01509178.71688 5.00 114.29- 7.59 106.70- 13,677 172,461 7,613 180,07475.0%75.2%4.1%79.3%-1Sub-Total Gross Profit 124,023 170,033 139,604 129,691 142,798Unapplied Time / Adjustment to Cost ofLabor- 15,257 15,257 21,759 21,647 23,470Total Gross Profit 108,766 154,776 117,845 108,044Personnel Expenses Semi-Fixed/ Operating Expenses Fixed Expenses 297,830 301,231 312,391 316,507Total Expenses 297,830 301,231 11,160 312,391 316,507 26,910 343,417Labor Net Profit - 189,063- 146,455- 48,090- 194,546- 208,463- 15,625- 224,089Sublet Gross Profit 1,394 1,394 3,071 1,356 1,136Parts Gross Profit Transfer Materials Gross Profit Other Gross Profit 223,420 233,420 237,549 249,738 232,722Other Gross Profit Statement Net Profit 35,751 88,359 46,074 42,631 9,769Months in Periodx1212121212Annualized Net Profit 429,010 1,060,302 552,892 511,567Annualized Net Profit Improvement N/A 631,293 123,882 82,557- 36,931- 507,411 11,285 119,328 343,417- 394,333 117,234- 311,77618M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Update Proforma April – June 2021ServicePro-formaCurrentProjectedSituation Performance IIM5 Management Services Inc.Item #Categories of Contribution1Technician Clock Hours per Day2Production y Technician Work r Utilization %93.0%5Technician Flat Rate Hours umber of Productive Techniciansx8103130130130137Flat Rate Hours Produced - Total bined Effective Ratex 112.06 112.12 5.17 117.29- 1.34 115.95- 1.85 114.10 1.57 115.679Total Labor Sales 164,269 225,119 31,579 268,738- 29,706 239,03210Labor Gross Profit %-1.1%67.9%1%68.8%x75.5%75.5%8.08.0- 13,920 211,200 25,960 237,159-5.8%69.8%-0.8%68.9%8.08.011Sub-Total Gross Profit12Unapplied Time / Adjustment to Cost ofLabor13Total Gross Profit14Personnel Expenses 257,097 264,507 249,663 257,08915Semi-Fixed/ Operating Expenses 68,158 70,439 68,979 69,19216Fixed Expenses 297,830 301,231 48,358 45,649 45,400 46,46917Total Expenses 297,830 301,231 72,382 373,613 380,595 364,042 372,75018Labor Net Profit - 189,063- 146,455- 79,783 - 226,23819Sublet Gross Profit 20Parts Gross Profit Transfer 21Materials Gross Profit 22Other Gross Profit 223,42023Other Gross Profit 24Statement Net Profit25Months in Period26Annualized Net Profit27Annualized Net Profit Improvement 124,023 170,033 147,375 163,498 182,446 164,440- 15,257 15,257 0 0 0 0 108,766 154,776 1,394 35,751x12 429,010 N/A- 7,401 147,375 16,123 163,498 9,141 18,949 182,446- 18,006- 217,097 35,502 - 181,596 - 26,714 164,440- 208,310 1,394 2,855 3,069 3,520 3,148 233,420 261,573 247,025 254,099 254,232 88,359 38,190 32,997 76,0231212121212 1,060,302 458,280 395,959 912,281 588,844 631,293 29,270- 33,051 483,271 159,834- 26,953 49,070 M5 Management Services Inc.202119M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Update Proforma April – June 2021 Average Projected Performance IIIServicePro-formaM5 Management Services Inc.ProjectedPerformanceIIIItem #Categories of ContributionCurrentSituationProjectedPerformance II1Technician Clock Hours per Day8.08.02Production Percentagex103.8%113.8%-21%100.3%5%105.0%3Monthly Technician Work Daysx23.423.41.822.80.022.84Calendar Utilization Percentagex94.3%94.3%-1%88.5%0%88.5%5Technician Flat Rate Hours 183.2200.8-19.3161.87.6169.56Number of Productive Techniciansx810013114.07Flat Rate Hours Produced - Total 14662008-288.52067306.123738Combined Effective Ratex 112.06 112.12 1.55 115.65 0.00 115.659Total Labor Sales 164,269 225,119- 29,706 239,032 35,398 274,43010Labor Gross Profit ChangeAmount8.08.011Sub-Total Gross Profit12Unapplied Time / Adjustment to Cost ofLabor13Total Gross Profit14Personnel Expenses15Semi-Fixed/ Operating Expenses16Fixed Expenses 297,83017Total Expenses18Labor Net Profit19Sublet Gross Profit 22Other Gross Profit 223,42023Other Gross Profit 24Statement Net Profit 35,751 88,35926Annualized Net Profit 429,010 1,060,302 588,844 859,17127Annualized Net Profit Improvement 631,293 159,834 430,162 124,023 170,033 164,440 188,808- 15,257 15,257 0 0 108,766 154,776- 18,006 164,440 24,368 188,808 257,089 1,840 258,929 69,192 69,192 301,231 46,469 46,469 297,830 301,231 372,750 1,840 374,590 - 189,063- 146,455- 208,310 22,528- 185,782 1,394N/A- 26,714 1,394 3,148 3,148 233,420 254,232 254,232- 26,953 49,070 22,527 71,598 M5 Management Services Inc.202120M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Day 2Perform 3-month Production dKoryCesarHectorLuisTotalAVGDays OpenCUTechAprFRHObjective15 251.9876.212 240.3858.38 100.4882.21094.28 108.1864.28 169.78 169.98 130.1109 hardKoryCesarHectorLuisTotalAVGDays OpenCUJunFRH15 334.48 151.712 244.5834.48 232.48 183.71038.38 208.5886824681508 256.4109 1.79.7Apr Pro Apr %%of ObjMayFRHMayDays136.9% 73.0%43.3% 43.3%130.6% 87.1%52.1% 52.1%73.8% 73.8%68.5% 68.5%65.4% 52.3%75.1% 75.1%44.6% 44.6%96.4% 96.4%118.0% 118.0%101.6% 101.6%86.2% %11.03.510.44.25.95.55.26.03.67.79.48.16.9Jun Pro Jun % of 439645640595462545568256.864.388.4%96.9% 830.179.0% 322.392.6% 672.171.7%159121.0% 486.8104.4%36976.6% 221.4124.1% 444.856.6% 231.9146.4% 641.2125.0% 523.6145.7% 571.6106.5% 10.48.0MayAVGTotalPro 11.99.710.97.5May Pro May % %67.8%52.3%80.1%60.1%148.4%121.3%136.1%82.9%Total % 3-monthof Obj FRH 10.39.710.493.6Diff 421M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Technician Interviews What is your current flat rate hour objective? Are there any roadblocks that is affecting your ability to produce additional flag hours? What would you change if you where the Service Manager? Gary has increased the appointment per day what daily, weekly, or total hour’s goal for each payperiod? Reset Technician and Advisor rvinRichardKoryCesarHectorLuisTotalAVGDays OpenCUTotalFRH15 830.18 322.312 672.181598 486.8836910 221.48 444.88 231.98 641.28 523.68 571.6109 0.48.0TotalPro 9.3%121.2%129.9%100.3%Total % 3-monthof Obj FRH 10.39.710.493.6Diff 4NewObjective131288888812109.6104.6 We will continue to monitor your flat rate hours to your objective for the next 3 months22M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Determine Current StructureSM GaryAdvisor TashaSF/Tech TrainerPeteTech MichaelAppr Tech DanielAdvisor JonathanTech MattTech KevinPDI TechJonathanAdvisor HeatherTech MarbinTech RichardPre-owned TechTonyAdvisor MikeTech KoryTech HectorExpress SteveTech LuisTech CesarExpress NoahTech ErykTech JessieTech New HireExpress QL Map out Shop6Kory7Matt8Luis9Mike10HectorLower Shop1Pete2Danny3Eric45ExpressExpress23M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
11Upper te StallUpper Shop18Open19OpenFEBrake Lathe20DeadStall Determine Staffing Requirements We currently have 4 open stalls Gary is currently entertaining two Technicians from previous stores We currently have 4 Advisors for 12 Main Shop Technicians and 2 Express Advisor to Technician ratio 1 advisor to 3 Technician Additional 2 Technicians should be added to increase Advisor count to 5 Advisor to Technician Ratio will remain at 1 Advisor to 3 Technicians24M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Day 3 Observe Service Structure for Communication Efficiency Groups were disassembled because group members here running out of work and did notreceive work from other Groups Currently running Reynolds and Reynolds dispatching to individual Technician and Gary isconfident this is the structure to use currently Advisors, Parts and Technicians are using Xtime to complete MPIs, estimates and tracking repairorder flow through service Review two-person Express Service Structure Extended HoursMonday - Saturday Pay PeriodWeek OneWeek WWWOOOWWOOWWO2WWOOWWOOOWWWWO3OOWWWWOWWWWOOOWeek ThreeWeek OOWWWWOWWWWOOO2WWWWOOOWWOOWWO3WWOOWWOOOWWWWOWeek FiveWeek OWWOOOWWWWO2OOWWWWOWWWWOOO3WWWWOOOWWOOWWO This schedule will provide Technicians and Advisors additional time off to avoid burnout 52 more days off per year25M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
3 Day weekends every other weekend Allows for days off during the week for doctor’s appointments and personal obligations onweekdays Allows us to load Saturdays as a regular workday increasing capacity Provides a great incentive for hiring younger Technicians, giving them additional time off Allows us to open Monday through Saturday 7:00 am to 7:00 pm6Kory7Matt8Luis9Mike10HectorLower Shop1Pete2Danny3Eric45ExpressExpress 6 Express Technicians working out of 2 bays without paying overtime and extending Technicianhours from 7:00 am to 6:00 pm Monday - Saturday 4 Technician working out of 2 bays everyday Monday - Saturday 2 Technicians will be off Monday - Saturday26M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Day 4 Finish Technician and Advisors review Determine Interim Assignments Exit MeetingAgenda for Next Visit October 5 – 8, 2021 Update KPIs Update Proforma Advisor Classroom Training Greeting Identify Customers Primary concern Explanation of the Service Process Customer Information Verification Menu Presentation Process Authorization for Multi-point Vehicle Inspection Repair Order Review Status Update Process Presenting Additional Service Recommendations Redelivery Process Present Job Definitions to Service Advisors Coaching Advisors on the Service Drive Determine Staffing Requirements Review Reports in ROSE and Controllables27M5 Management Services985 Yeager Parkway. Pelham, Alabama 35124 2021 M5 Management Services. Inc.
Jul 16, 2021
