Dealer Self Review

[JALLEN4]

We are a GM dealer with a 90+ CSI rating and a twelve month consecutive record of warranty expense under the peer group. Some months we have been as much as $20,000 under which has caused me great concern.

Yesterday we received a DSR that is focused on pyramiding. In my mind I would think they should be looking to find out how we can satisfy so many people at a much lower cost per unit serviced than the peer group. Not harassing us. Am I looking at this wrong?

[robc]

You're right, but just take heart that a DSR isn't generated by a person, so it doesn't really look at the whole picture. Your shop must have had some wacky expense that GM's AWARE (Automated Warranty Administration Review Expert) system caught. It's just artificial intelligence, and not a very good one at that so - a 15 year old broken system that has lived way past its prime. The proof is it targets dealerships like yourself that are probably doing the right thing and lets others skate away.

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** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

[SVCDIR1]

Have your rep pull a report for the target operations. Ask him/her to give you the RO #'S on those labor operations. Sometimes there is problems with the warranty operation used, sometimes techs find "gravy" operations that pay good and are easy to perform. ie: we had a tech that would not replace 1 tie rod end on Deville's and that ran that operation up very high. We restricted his movement, required management approval for more than one, got us out of trouble. It takes a little effort, but your AVM will appreciate your concern for the problem and will help.