Elevating service excellence and how productivity mathematics measures service results

May 30, 2017
Every repair shop, no matter how good it is, needs to strive for continuous improvement in its practices and in customer service.

Every repair shop, no matter how good it is, needs to strive for continuous improvement in its practices and in customer service. One way to do that, using math to measure service results, will be the focus of Bob Greenwood’s NACE Automechanika class, “Elevating Service Excellence and How Productivity Mathematics Measures Service Results.” Greenwood, an accredited automotive manager (AAM), is president and CEO of Automotive Aftermarket E-Learning Centre Ltd. (AAEC).

Repair shops that are going to be successful in today’s ultra-competitive environment need more than technicians who are well-trained in auto repair trade skills. The processes required by a shop to be successful today elevate the industry from a trade to a profession.

For example, productivity measurement as a team will start to tell you where your shop’s client service problems are. Shop managers can get sidetracked when they focus only on measuring individual productivity in their business. While this is important, individual measurement, known as proficiency measurement, is excellent for counseling an individual technician staff member to improve himself or herself.

But what about the team productivity measurement as a whole and the effect that it has on your business? 
Measuring the entire shop as a team can help direct managers to the necessary attention to certain processes that are failing. When processes fail, client service levels decrease dramatically and net income disappears. It also tells managers much more. This specific measurement is called “site efficiency” and what it reveals is amazing.

Class instructor Greenwood has more than 39 years of business management experience within the independent sector of the automotive aftermarket industry, consulting independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario, created some of the most productive and financially successful entrepreneurs in the independent sector in Canada.

Greenwood is one of 150 worldwide AMI-approved instructors. He has created business management development courses for automotive shop employers and managers, which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability – not just developing activity to keep busy – by covering the detailed nuts-and-bolts issues that are required to be clearly understood if an independent shop is going to prosper financially and enjoy a successful future.

Greenwood will teach this class at 8 a.m. Thursday, July 27 and 8 a.m. Friday, July 28 at McCormick Place West. You can register for this class or get more information about it by clicking here.

Students who complete this Automotive Management Institute (AMi) accredited course will receive six AMi credit hours.

Master Managerial Skills

Management Training

There are so many managerial skills you need. These no cost courses at NACE Automechanika Chicago will help you find the right technicians for your shop as well as stay on top of business development. Use this link and choose “Yes, I have a coupon code” to register for FREE!

Choose Your Courses

Sponsored Recommendations

Best Body Shop and the 360-Degree-Concept

Spanesi ‘360-Degree-Concept’ Enables Kansas Body Shop to Complete High-Quality Repairs

ADAS Applications: What They Are & What They Do

Learn how ADAS utilizes sensors such as radar, sonar, lidar and cameras to perceive the world around the vehicle, and either provide critical information to the driver or take...

Banking on Bigger Profits with a Heavy-Duty Truck Paint Booth

The addition of a heavy-duty paint booth for oversized trucks & vehicles can open the door to new or expanded service opportunities.

Boosting Your Shop's Bottom Line with an Extended Height Paint Booths

Discover how the investment in an extended-height paint booth is a game-changer for most collision shops with this Free Guide.