Fixed Ops Magazine - 2020 Vol17 03 - 38

base start their days with internal used car inspections

customers to have the ability to learn together, we must

whenever possible. GMs and owners should require this

afford them the time to do so.

for the benefit of both departments.
In moving the scheduling concept forward to results,
Now let's look at the second element of time, which in-

we should now review the visit-preparation process. If

volves labor hours and the knowledge of what we sell.

we start to schedule incoming work in a nicely stag-

This includes the number of hours
we have available to sell, how many
hours we know to have already been
purchased that day, and how many
hours we have carried over from the
prior days. We must consider our
shop loads to know what is best for
the technician, which relates not only
to what they can accomplish, but
also provides them with time to improve the RO quality through proper
educational inspections. We need to
be sure our advisors understand that
it's not about how many people are

We need to be sure our
advisors understand
that it's not about how
many people are
coming in, but rather
how many labor hours
are being sold.

coming in, but rather how many labor
hours are being sold.

gered fashion and are making arrival
reminder contacts with time-stressing statements, we can now better
educate our customers to the needs
of their vehicles. Preparedness is always better than an in-person review
since we will have things the customer needs to learn directly in front of
us, as opposed to scrambling to look
for those things after the customer
has already arrived.
These elements are the most beneficial and critical to ELR improvements. They are the kind of hours

that boost a technician's productivity by virtue of the
fact that they are high-production labor hours. Moving

The reason we start with reviewing and training sched-

any single maintenance visit from being a bottom-feed-

uling practices is simple: If we want our employees and

er RO to one that increases the ELR through better-

38



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

Fixed Ops Magazine - 2020 Vol17 03 - 1
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