Process, process, process.
Processes are the core tools for business. In order to become and remain successful and competitive, Dealership Service Departments must continuously improve their processes. Failure to do so is likely to result in higher costs, lower revenues, less motivated employees and fewer satisfied customers.
Business Process Management is a powerful tool Managers can use to keep all aspects of operations running optimally. For those considering investing in it to drive process improvement, here’s a brief overview of the “Process Process”… In other word what makes a successful process? What should we consider? What’s the process to create a strong process?
I have seen a lot of attempts to make a new process part of the dealership culture and would love to share my short list with you now. We all know that the key to any process is execution so let’s explore the best way to get a process going and keep it going.
Process Planning – The 10 step planning plan
First things first lets actually start with the END IN MIND! That’s right, what is our goal in implementing this process? To determine this ask the following
Process Implementation & Sustainment
Make sure all necessary personnel are available during implementation. Take steps and demonstrate to make sure everyone how’s to do it and why. Handout materials to ensure there is no confusion and everyone knows how it works and what expectations are. The reason is to be able to provide customers with a consistent process each visit. By doing this we will build trust and credibility and make customers more comfortable with spending money on services we recommend that they legitimately need. Here are the must-do’s for implementation and sustainment
Whoever is ultimately accountable for the success of the process needs to oversee it to be 100% sure every step is being adhered to with fanatical discipline! People hate change and although they may not being intentionally defiant, will test their leaders’ commitment to the process!
Do not kick off another process until the previously implemented process is “now how we do things”
The leader is accountable and must take full responsibility for the success and failure of the new process. By keeping these points in mind, I know you will get the results ultimately that you deserve!
Good luck!
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