Service Manager KPI Boot Camp with Jeff Smith
If you're a Service Manager and you want to know more about your financial information, how to prioritise your KPI and you want to know the inner most secrets of Service Management to ensure you get the very best results in the fastest possible time, this 2-day boot camp is for you.
"We live in a world where everything is being measured.
Take care to measure the right things in the right way".
One of the problems with being in management is that some people are thrown in at the deep end. Company reports are not properly explained and managers often feel uncomfortable and lack confidence because they don't understand some of the figures.
There's no one to ask for advice or help, or when managers finally get advice it's often confusing. Learning on the job by trial and error can take years for someone to reach their full potential and their journey to success takes far too long, it's painful and it's costly for the company and the people concerned. Thank goodness, it doesn't have to be that way.
Here at the Centre of Excellence we recognise what happens in the real world and we eliminate all of those problems to create a whole new world of clarity, vision and self confidence. Jeff Smith runs this boot camp personally and puts you at ease in a comfortable environment while he skilfully explains financial information and the most critical key performance indicators in jargon-busting plain English that everyone understands making it easy for you understand everything single detail on your Service Management reports.
When you’re in possession of the correct tools, the correct KPI and you know how to execute everything in the most effective way, you’ll create a whole new world for yourself where you win more customers, increase sales and make more profit
Boot Camp Overview
The Service Department is rammed with an abundance of information and jargon, you've probably met people who throw words into a conversation like "efficiency" without giving much thought to what it really means. For instance, you can ask 10 different people for the meaning of KPI such as Overall Efficiency, Productivity, Utilisation, Technical Efficiency and Loading Efficiency you'll probably get 10 different answers on each one and the odds are that none of them are correct. It's a frustrating subject with a real lack of clarity and true understanding.
This boot camp is where everything comes together in one place, you gain pure clarity and a complete understanding of everything to do with the financial reports and every single key performance indicator within the entire Service Department; Jeff leaves no stones unturned.
Here's an overview of what you'll cover:
Management Accounts Made Easy - A complete understanding of financial information and terminology
Understanding the financial information of the Service Department
How to improve operational performance in the Service Department
Understanding all Service department KPI - Which ones to use to guarantee your success
Understanding Benchmarks and Baselines and how to measure yourself properly against them
How to accurately measure Service Department operational performance
Structuring your Daily Operating Controls (DOC)
How to prioritise your actions to gain the best results in the fastest possible time
Explanation of every KPI - The good, the bad and the ugly
Understanding the 6 most important KPI that are critical for your success
Identifying the KPI to avoid so you prevent yourself from wasting your valuable time and energy
Understanding the relationships between KPI and how they're linked together in your performance (Very Important)
Jeff Smith's Laws of the Service Department together with the diagrams, Benchmarks and Baselines
Using Service Department case studies to demonstrate and understand how your actions change the financials
How to select the correct KPI to match your specific objectives
Understanding how the "The Top Achievers" achieve their success
How to accurately measure the efficiency of Technicians
How to measure the skills of the Service Advisors
Understanding and measuring Workshop Loading
Accurate analysis of the gap between actual and targeted performance and what to do about it
How to focus on what matters most to your success
Understanding Absorption and Resorption
How to increase Service Department profitability without destroying customer satisfaction
- How to make measurement about transformation and not about beating people with a stick
As you can see, there's a huge amount of information to cover here and to assist you with some accelerated learning, this boot camp is designed around practical techniques and templates, real-life case studies where Jeff gives you time to practise what you learn and to discuss what is most relevant to you and how you might put these lessons into practice in your workplace.
Who Should Attend This Boot Camp?
The programme is designed for people who want to gain more clarity and confidence on financial information and KPI to develop best practice and operational performance improvement in the Service Department. If you understand some of your KPI and financial information, but not all of it and you want to banish all doubts, this boot camp is for you.
The Power of Networking Should Never Be Underestimated When You're Here
It doesn't matter if you're working in a large franchised dealership or a small independent workshop, you'll be working with the latest cutting-edge information to develop your business and sharing your best practice ideas with each other.
Jeff is the master of managing a group of people with mixed abilities and objectives so you all learn together without feeling lost or out of your depth. You'll be meeting and networking with people from other businesses that you wouldn't normally meet, these encounters are often invaluable, especially over dinner at the end of the day.
You'll be in a small and select group of people where you'll be made most welcome and your every need will be catered for, regardless of your experience.
Is this boot camp challenging? Oh Yes! This is where you're going to dig deep, move outside of your comfort zone and squeeze every last drop of juice out of each KPI to ensure you're well armed for optimising your performance.
This boot camp is highly recommended for:
- Existing Service Managers with all levels of experience from beginner to veteran
- Aspiring Service Managers who want the right training for a properly structured career path
- Teams or individuals with performance measurement responsibility of the Service Department
- People who are part of a strategic planning team who are seeking the best practical ideas for improving performance
- Budget analysts who need performance information to formulate budgets and evaluation
Will This Boot Camp Be In Conflict With Any Other Training I've Done?
No, Absolutely not, in fact it will support and strengthen anything you've done before.
One of the problems is that not everyone knows that KPI benchmarks and baselines are not random numbers, you can't just make them up, or pluck them out of thin air, they're wholly dependent upon science. However, some reports don't apply this science and because of this, in any given month, you might hit some targets but not others because the connections have not been realised. Also some budgets don't show the connections between the relevant KPI which means that improving your operational performance and hitting your targets on a consistent basis is never going happen and you'll be held back.
To combat all these misunderstandings and to provide you with absolute clarity, Jeff is revealing the secrets, the science and the evidence behind all KPI benchmarks and baselines so you know how they are created and where the information comes from.
Perhaps more importantly, he'll also show you how certain KPI are linked together and how they are interdependent upon each other to create harmony and synergy in your workshop so you achieve consistent results on an ongoing basis.
You'll come away with the knowledge and evidence to question everything in your Service Department to make sure your strategic vision is correct and achievable every single month. You'll also be armed with sufficient clarity to explain everything to your team so they buy into you strategy and make change happen. Rest assured, nothing is random and your performance improvement is not left to chance. Once you know the embedded secrets behind the most important KPI, the frustration of hitting some targets and not others will be a thing of the past.
How Many Days Is This Boot Camp?
The programme duration is 2 days.
We begin at 09:00 and finish around 17:30, or later if you have the energy to continue - This is an intensive programme and you're going to be exhausted, but bursting with excitement to implement your new knowledge into your workplace.
Your Satisfaction Is Guaranteed
Quite simply, there's no other programme like this that offers some much content and value. However, if you're still not totally convinced this totally unique event provides you with everything you'll ever need to gain complete mastery of the KPI of the Service Department, then if you don't like what you see when you're here, for any reason whatsoever, we'll give you 100% of your money back; and that's guaranteed. We give you everything and there's absolutely nothing to lose. We take all the risk so you don't have to.
Jeff Smith's training programmes have been externally verified by The Institute of the Motor Industry (The IMI) and all of them have the QAA seal of approval. Apart from this outstanding achievement, here are the words taken directly from the assessment:
"The standard of delegate assessments, feedback and support to delegates is 1st Class. Jeff Smith's approach and attention to detail sets the benchmark for everyone else in the industry to follow."
Roger Dipple - Lead External Verifier, The IMI.
Having recently attended your Service Managers course, I felt I just had to write to thank you for such an interesting, challenging and informative two days training. WOW, what an eye opener! The workings of a Service department and management accounts explained with such clarity. It has enabled me to dissect and assess ways to improve the working practices and profitability within my own department with a greater understanding.
In my 25 years in the motor trade I have never spent a more worthwhile two days, this training course is a must for all Service Managers.
General Service Manager
I just wanted to say thanks again for a really good two days, I was amazed at the improvement in all our abilities on day two. Your unique way of explaining with CLARITY was absorbed by us all without notes just as you said it would on the first day.
The Service Management programme I did with you is by far the best two days training I have had in my career and I would certainly recommend yourself, your books and your training to anyone in the industry.
Service Manager - Jemca Toyota Edgware Road
Dates: 24/25 September 2019