How often does service throw parts under the bus?

[tcollins]

If it were that simple. The 80/20 rule applies here. There are 20% of parts managers and 20% service managers that truly "get it" in all senses of the job, strategic, operational and leadership. When you have one of those 20% in each department, I'm convinced, communication will typically solve most problems because strategically they are thinking mostly alike even though operationally they couldn't be more different. More often than not though, you either have one 20% manager and one 80% manager or in some cases you have two that have varies degrees of cluelessness. No amount of conversation will solve these problems because they tend to make mistakes over and over and cover it up with whatever is easy; parts points at service, service points back at parts, both point to the manufacturer and the customer ultimately is the victim. This is an all two common recipe for a mediocre dealerships. Typically, this situation is allowed because of poor leadership and/or knowledge above at the fixed ops director, GM or Owner's position depending on the size of the dealership.
Here is a solution worth thinking about that pushes both sides to stop the parts/service gamesmanship. Pay parts managers and service managers on the same criteria albeit maybe at different rates. Pay counter people and advisors on the same criteria that include sales/profit, CSI, efficiency, productivity, etc from both departments and whenever possible team parts people with service people, both techs and advisors. This works particularly well in shops that run teams or groups. Provide incentives for parts to take service training and service to take parts training (not sure why the factories never required this) and make it mandatory that service managers and parts managers attend each other's training, always. This doesn't solve everything and isn't a replacement for strong leadership, it still needs to be managed but watch the dynamics in fixed operations change as everyone begins to realize how dependent they are on the other side.