Parts Management Training
Creation of Parts/Service Profitability through
Process Development and Consistency
Mitchell Automotive Service focuses on parts personnel and how they affect the customer and the organization. We define parts processes for the individuals and comprise these ideas to develop parts managers as consistent leaders of customer service. We then analyze these practices to maximize overall department efficiency and profitability. Our final step is assisting parts management in observing and supporting each individual parts employee with processes that fall outside of their current training and methods of conducting day-to-day business. Through small changes with each individual, we create an atmosphere of consistency in parts and ultimately a paradigm shift towards a culture of teamwork and dealership success.
First we meet with dealer principal and parts managers to define:
- A parts model—how do we want our people to do business? From a very broad perspective, define issues of honest business practices, sales tactics, career development, and customer service
- A template outline of all processes involved in customer service, job dispatch, invoicing, warranty, and job descriptions
Our next step involves personnel (from an outside source) going into the dealership to observe each individual parts employee and how he/she specifically completes each of our defined processes. These observations are not pervasive and do not attempt to criticize, analyze or interfere with current practices. This is merely an information gathering process.
In-store visits are tailored to assist management with specific issues of each individual parts employee and to review and adjust processes to meet the needs of the department.
We then take a look at this compiled information and attempt to create a detailed process for each step involved in the service employee’s day. We look at what works specifically for this dealership and apply industry best practices to develop a working model for service.
After completion of the operations manual, we review our findings and opinions with parts management and the dealer principal. We then formulate your final operations manual for the dealership. We also include a review process for parts management to set specific goals for each individual parts person writer and clearly define what is expected of each writer upon implementation of these processes. We do not expect for all personnel to conform to the new practices immediately and ask that parts management follow the review process. Support and consistency in dealing with each individual are paramount in making this program a success.