Fixed Ops Magazine 2024 Vol 21-5a - 42

MINIMIZE WAITING
Cycle Time is core to all fixed operations, where margins
center on effectively managing cycle time. Given
other responsibilities, however, it's rare for a service
manager to tackle this opportunity, but many dealership
leaders are adding these tools to the toolbox.
" No one wants to wait two hours for an oil change, "
said Warren Weimer, Service and Parts Director for
Corwin Toyota, Colorado Springs, Colorado, part of
the Corwin Automotive Group. " This loss of productivity
and thus profitability through poor cycle time
management is a hidden opportunity in almost every
service shop, " said former Dealer and fixed and variable
performance enhancement Consultant Ed French,
President and Principal Consultant with the AutoProfit
Group, Fort Myers, Florida.
Corwin Toyota started practicing Cycle Time management
for its 6-bay express maintenance department
earlier this year. Weimer commented, " It helps us meet
our delivery promise. "
Weimer also cited these improvements:
* 64% of customers are now on their way within 60
minutes
* 96% of services completed within 90 minutes
* Average wait times were slashed from 2.5 hours to
90 minutes
Express Maintenance services at Corwin Toyota also
include a thorough multi-point inspection. During this
process, the technician photographs any safety or performance
concerns, which the advisor then discusses
with the customer.
If additional work is authorized,
the vehicle is moved from Express Maintenance to the
main service shop.
Weimer credits a cycle time tool called ServiceVision
from Mobile Dealer Data for bringing cycle time
efficiency benefits to his attention and providing a
straightforward way to manage the process. Now, service
managers catch any delays in the workflow before
they impact profitability and customer satisfaction.
" We know now at the 40-minute mark, which includes
the advisor write-up time, whether we're having an
issue with a particular delivery, and we can get some
help there immediately to meet our delivery promise, "
he said.
" I also get a quick snapshot of my shop capacity and
can book that appointment today, so it doesn't float
down the street to a competitor. And customer communication
is much more efficient, " Weimer said.
ON THE CUTTING EDGE
Performance Consultant French noted that few service
managers manage cycle time. Instead, they focus
their management time on scheduling the right work
with the right technician. " That's an RO-centered way
to run the shop, " according to French.
" Cycle time management and RO management are
not contrary objectives. The RO-centric manager
focuses on opportunity - How much work or hours
42

Fixed Ops Magazine 2024 Vol 21-5a

Table of Contents for the Digital Edition of Fixed Ops Magazine 2024 Vol 21-5a

Fixed Ops Magazine 2024 Vol 21-5a - 1
Fixed Ops Magazine 2024 Vol 21-5a - 2
Fixed Ops Magazine 2024 Vol 21-5a - 3
Fixed Ops Magazine 2024 Vol 21-5a - 4
Fixed Ops Magazine 2024 Vol 21-5a - 5
Fixed Ops Magazine 2024 Vol 21-5a - 6
Fixed Ops Magazine 2024 Vol 21-5a - 7
Fixed Ops Magazine 2024 Vol 21-5a - 8
Fixed Ops Magazine 2024 Vol 21-5a - 9
Fixed Ops Magazine 2024 Vol 21-5a - 10
Fixed Ops Magazine 2024 Vol 21-5a - 11
Fixed Ops Magazine 2024 Vol 21-5a - 12
Fixed Ops Magazine 2024 Vol 21-5a - 13
Fixed Ops Magazine 2024 Vol 21-5a - 14
Fixed Ops Magazine 2024 Vol 21-5a - 15
Fixed Ops Magazine 2024 Vol 21-5a - 16
Fixed Ops Magazine 2024 Vol 21-5a - 17
Fixed Ops Magazine 2024 Vol 21-5a - 18
Fixed Ops Magazine 2024 Vol 21-5a - 19
Fixed Ops Magazine 2024 Vol 21-5a - 20
Fixed Ops Magazine 2024 Vol 21-5a - 21
Fixed Ops Magazine 2024 Vol 21-5a - 22
Fixed Ops Magazine 2024 Vol 21-5a - 23
Fixed Ops Magazine 2024 Vol 21-5a - 24
Fixed Ops Magazine 2024 Vol 21-5a - 25
Fixed Ops Magazine 2024 Vol 21-5a - 26
Fixed Ops Magazine 2024 Vol 21-5a - 27
Fixed Ops Magazine 2024 Vol 21-5a - 28
Fixed Ops Magazine 2024 Vol 21-5a - 29
Fixed Ops Magazine 2024 Vol 21-5a - 30
Fixed Ops Magazine 2024 Vol 21-5a - 31
Fixed Ops Magazine 2024 Vol 21-5a - 32
Fixed Ops Magazine 2024 Vol 21-5a - 33
Fixed Ops Magazine 2024 Vol 21-5a - 34
Fixed Ops Magazine 2024 Vol 21-5a - 35
Fixed Ops Magazine 2024 Vol 21-5a - 36
Fixed Ops Magazine 2024 Vol 21-5a - 37
Fixed Ops Magazine 2024 Vol 21-5a - 38
Fixed Ops Magazine 2024 Vol 21-5a - 39
Fixed Ops Magazine 2024 Vol 21-5a - 40
Fixed Ops Magazine 2024 Vol 21-5a - 41
Fixed Ops Magazine 2024 Vol 21-5a - 42
Fixed Ops Magazine 2024 Vol 21-5a - 43
Fixed Ops Magazine 2024 Vol 21-5a - 44
Fixed Ops Magazine 2024 Vol 21-5a - 45
Fixed Ops Magazine 2024 Vol 21-5a - 46
Fixed Ops Magazine 2024 Vol 21-5a - 47
Fixed Ops Magazine 2024 Vol 21-5a - 48
Fixed Ops Magazine 2024 Vol 21-5a - 49
Fixed Ops Magazine 2024 Vol 21-5a - 50
Fixed Ops Magazine 2024 Vol 21-5a - 51
Fixed Ops Magazine 2024 Vol 21-5a - 52
Fixed Ops Magazine 2024 Vol 21-5a - 53
Fixed Ops Magazine 2024 Vol 21-5a - 54
Fixed Ops Magazine 2024 Vol 21-5a - 55
Fixed Ops Magazine 2024 Vol 21-5a - 56
Fixed Ops Magazine 2024 Vol 21-5a - 57
Fixed Ops Magazine 2024 Vol 21-5a - 58
Fixed Ops Magazine 2024 Vol 21-5a - 59
Fixed Ops Magazine 2024 Vol 21-5a - 60
Fixed Ops Magazine 2024 Vol 21-5a - 61
Fixed Ops Magazine 2024 Vol 21-5a - 62
Fixed Ops Magazine 2024 Vol 21-5a - 63
Fixed Ops Magazine 2024 Vol 21-5a - 64
Fixed Ops Magazine 2024 Vol 21-5a - 65
Fixed Ops Magazine 2024 Vol 21-5a - 66
Fixed Ops Magazine 2024 Vol 21-5a - 67
Fixed Ops Magazine 2024 Vol 21-5a - 68
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