Tracking

[RPMGeorge]

Hi Guys,
What Numbers do you Track Daily, Weekly & Monthly in/on the Service Department? Why do you track those and what are you achieving in doing so. How do you use these Numbers to place changes?

[RickW]

The techs in our shop are paid on the clock as opposed to flat rate. The primary numbers tracked are clock hrs vs actual hrs (by repair) vs sold hrs. This is our productivity indicator. Policy Adjust, etc, are also tracked. We are an independent commercial vehicle maintenance and repair shop with an OEM Isuzu commercial vehicle sales division. We have been through all the discussions of flat rate vs clock hrs, and found this to be the most effective for fixed right the first time.

[ROLFE]

OVER THE YEARS I HAVE TRIMMED MY DAILY TRACKING DOWN TO A FEW REPORTS THAT GIVE ME A GOOD VIEW OF MY SERVICE LANE. AN ADVISOR PERFORMANCE REPORT THAT IS A CANNED REPORT ON ADP AND ONE THAT I HAD BUILT IN REPORT GENERATOR FOR REYNOLDS AND AN EFFECTIVE LABOR RATE/GROSS PROFIT REPORT RUN BY ADVISOR WHICH IS ALSO BUILT IN REPORT GENERATOR.
THE FIRST REPORT SHOWS ME A RUNNING TOTAL OF SERVICE LANE PERFORMANCE INCLUDING HOURS/RO AND EFF. LABOR RATE. THE SECOND REPORT GIVES ME INSTANT FEEDBACK BY INDIVIDUAL REPAIR ORDER ON THE PREVIOUS DAYS BUSINESS. YOU CAN INSTANTLY SEE A DEFICIENT REPAIR ORDER AND ALTHOUGH ON MOST CASH RO'S IT'S TOO LATE TO FIX A MISTAKE IT IS A VERY EFFECTIVE TOOL TO DEMONSTRATE TO THE ADVISOR THE ERROR OF THIER WAYS AND THE COST TO THE DEALERSHIP.

WE USE A SPREADSHEET THAT I BUILT IN EXCEL TO TRACK AND REPORT TECH PERFORMANCE USING THIER TIME CARDS AND THE INFORMATION WE PULL OFF OUR REYNOLDS PAYROLL REPORTS. THIS ALSO SERVES AS OUR PAYROLL SHEET TO OUR PAYROLL DEPARTMENT.

THANKS
ROLFE