Scheduling for Large Service Department

Kate Poole

We are a shop that writes an average of 130 vehicles per day.  We are working on duration scheduling.  Right now we are not doing this.  Does anyone of similar volume use CDK Service Edge for duration scheduling?  We've been working on the "magic number" for duration hours.  I have multiple cases open with Service Edge but they've been difficult to work with.  A lot of the people I have spoken with don't understand what I am talking about.

Denim Simkins

Kate - Great question.

I would like to know more about what you mean by "duration hours"

Are you talking about the estimated time you block out for a certain repairs when scheduling or are you talking about the time during write up and how much time to block out?

I have found out more often than not when dealing with a vendor the one in place to help doesnt have the backgound or experience to answer the tougher questions.

Give me a little more background on what you are trying to accomplish and I will be happy to chime in with my two cents....

mark rask

We use x time and would be lost without it.....we also have a service bdc department that handles all of the scheduling

Andrew Long

There are lots of great management tools out there that have good people that understand how service works. Mr. Rask mentioned one of them above and I happen to work for another one AutoLoop. I apologize in advance as I don't want to sound like a salesman, I just handle the accounts. If Duration is what you want to stick with you'll need consistant support from the vendor due to the complexity of the settings. If CDK doesn't work for you and you decide to look at other products, make sure to ask them to show you how the settings are laid out and what type of support they offer when changes are needed.


Hope this helps!

Kate Poole

Thanks to everyone for your responses.  

Denim - This is a very late response and thank you.  Right now we are scheduling by  number of vehicles rather than blocking out time.  We fixed most of our op codes to reflect duration however we have not made the switch.  This is a concern to me because, theoretically, you could have 100 LOFs or 100 engine rebuilds.  Obviously that's extreme but you catch the drift.

This lack of organization has a very bad impact on our promise times as I'm sure you can imagine.  We have people that want their car done by 2 and that doesn't happen.  We had advisors manipulating promise times to get their jobs in first.  It was a mess.  For temporary relief we made a system that customers would drop between 7-9 and could pick up their cars between 4-6.  We still have waiters between of course, that's a given.  Well this upsets people because they want their vehicle by 12-2 but we just aren't getting it done.  

We were looking at scheduling by duration with leaving 20% open for upsells (which I'm confident we'd fill) however we are nervous to pull the trigger on that.  Anyone else out there have these scheduling woes? What works best for you?

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