Shop foreman/Dispatcher

[ajz]

I am looking for opinions and feedback on the pros and cons of using a shop foreman/dispatcher. We have 4 franchises, 4 service advisors and 14 technicians. We do not have a shop foreman/dispatcher. I believe we can improve our efficiency and productivity if we started using a shop foreman/dispatcher. I'm curious as to what other dealers are doing.

[robc]

Could you elaborate a bit on the current structure of the shop? Are the advisors and techs divided up by franchise - or is it an open shop? Are you currently working on teams? Who operates in the dispatch function right now (advisors? leadtech?) Are you considering moving to ERO (or some form of electronic ROs) in the near future?


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

[ajz]

Rob, our techs and advisors are divided up by franchise. We are not on the team system. The advisors dispatch the work and we are using ADP ERO.

[robc]

I'll also welcome (and encourage) the comments of some working managers out there that have gone through this.

Let's take a look at both roles individually. Since you're on ERO, I'd personally push towards electronically dispatching the work. There's a lot of fears out there about this, because of some nightmare stories. Let's just say that it does work - you just can't believe the DMS vendor that tells you that you can set the system up on autopilot and walk away. Nor, can you believe those that say it can't be done. Every shop is different with strengths and weaknesses - so it needs to be set-up and controlled differently. For instance, one of the big problems with the ERO dispatching are techs working the system to assure they get dispatched the gravy they want. This can be somewhat avoided by having the foreman/advisor position dispatching the work by tech - instead of into a pool from which to draw.

With the foreman role, I have also seen difficultly with having a single foreman across multi-franhises because this person is often called upon to be the technical expert in all things related to those lines. It gets too confusing when you add in four franchises. The main purpose, normally of a foreman, to improve efficiency is to remove some of the admin duties from the techs (like searching TSBs and calling Tech Asst.) If you found someone that could handle all lines this might be possible - but it isn't typical.

More likely structure for shops in your position would be to go with franchise teams and assign a lead tech to handle both of these roles.


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

[ScottM]

I agree in that this needs to be looked at as two different roles (dispatcher/foreman even though it may be one person.)I would recommend making a list of what things you would like to impact or change, structure a model of what roles a dispatcher/foreman would have. I some instances I have seen this type of role as very beneficial given the right circumstances. The key word "circumstances". I am not a big proponent of Service Advisors having responsibilities with ERO other than defining priority codes and promised times ect. At write up and upsell but allow a dispatcher to monitor your ERO process to make sure it is consistent and being utilized as you want it to be. Two key elements in any ERO system is the specifications and capabilities of the system and the human factor (how well your people execute the use of ERO) have everything to do with maximizing the benefit of such a system. Again define what your specific needs or goals are in your service department (what do you hope to gain)and then work on a model to map out if that will be an effective solution.

Former P+S Director

[mark vandersteeg]

you are paying someone to dispatch because it is something that has to be done...it just depends on who it is that is doing it.

what is the goal of dispatch?

for any shop the dispatch system (whatever style you are using) should achieve the following:

#1 keep time promises to the customer.

#2 make sure the work is given to the tech with the proper skill/pay level.

#3 have the ability to PRO-ACTIVELY be made aware of the status of a repair or any changes to the initial completion time agreed upon.

#4 have the service consultant know immediately the capacity of the shop for today and the next week or so.

#5 in a predetermined manner allow flexibility for VIP's, upsells and other urgent needs.

i have had consultants, dedicated dispatchers, and the computer (ero) do the job depending on volume of the shop.

one element i know for sure is that dispatching must me centralized...that is...any or all persons involved must have complete and thorough communication as to what the status of every job in the shop is AT ALL TIMES.

there are three spokes on the wheel for a service transaction to take place properly...

service consulting, mechanical service and parts. any transaction that leaves one of those three "out of the loop" will cause a problem. for example...the parts man tells the tech that his part is here, the tech stops what he is doing to start back on the repair that his part is here for without telling the consultant(maybe it's the end of the pay week), now what happened to the job he was just working on? who determined that it was o.k. to stop one vehicle and start on the other?

what if the service consultant gets the o.k. for a repair and tells the parts man to get the part coming but never tells the tech that the part is ordered? the vehicle sits in the stall and takes up valuable space.

the computer is only a tool. if you really understand it, it can dispatch for you with some supervision. REMEMBER G.I.G.O.?

be thoughtful...map out your process and make a decision to change...maybe a little, maybe a lot.

personally i dont think you should be without electronic dispatch of some type if you do more than 60 or so vehicles a day.

[bwatters]

I truly believe in the value of a dispatcher. A good dispatcher can get you 10-15% more efficiency from your shop if trained right. He can give high morale in the shop and extreme confidence in the service lane when your advisors are recommending. The computer is a tool to assist a great dispatcher, just as a calculator assist the accountant. I have not seen a paperless system yet that can perform as well as a dispatcher but I have seen many dispatcher exceed expectations with a paperless system. Good Luck
Also, pay plan is the key.

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