Performance Management in Automotive Repair

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StatisticsPerformance management can be an important factor in success. Performance indicators can be evaluated at different levels to determine areas of strength and opportunities for improvement. To assess performance – measurements should be compared to one or more benchmarks. Examples of benchmarks are averages of similar shops, same month previous year and established targets. If a performance indicator is above the benchmark this indicates an area of strength. If below the benchmark an opportunity for improvement is signified. Following are four levels that can be measured for performance:

 

  1. Auto Repair Shop Performance – Managing auto repair shop performance can provide insight into areas of strength and opportunities for improvement. A combination of performance indicators and goals will establish measurements of the effectiveness of efforts in different areas…Read More>>
  2. Service Advisor Performance – Several performance indicators can be used to evaluate service advisor performance. As in any employer/employee relationship realistic, attainable goals should be established…Read More>>
  3. Technician Performance – Evaluation of technician performance is largely focused on the results of individual work performed. Efficiency rating is a measurement of the ratio of actual time spent versus sold labor hours…Read More>>
  4. Customer Performance – Evaluating performance at a customer level can give valuable insight into the success of individual relationships. If a performance in a customer relationship is not on the positive side of benchmarks – improvements may be achieved by employing different relationship techniques…Read More>>
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