Service Department Reporting

Sean Travers
What service department metrics are people tracking? Is the information easily accessible? I have been working with several automotive groups who are not satisfied with the reporting from their DMS. I am working on building a unique, easy-to-use, dashboard for service managers to view everything that is going on in their service department in real-time. I am hoping to get some feedback on what those in Fixed Ops about what you like/don't like about your DMS reporting, is there information you are not getting you would like to have access to, and would you use a system outside your DMS? Any and all responses would be helpful. Thank you.
Mark Miller
When I ran fixed ops I looked at (and not in this order) total sales; internal, warranty, and customer pay labor; effective labor rate; each advisors labor hours and sales; each techs flagged hours; I'm sure I missed something, it's been a while since I've had to look at the numbers. All of it came from the DMS, I just had to run the report and then manually enter all the numbers into a spread sheet every day. I would have loved a reporting dashboard. As for real time, that would require several items to be manually entered into a separate program to keep up. Most DMS will only allow 4 data pulls a day, so there is no "real time" data available there.
Denim Simkins
Hi Sean - Mark is right, those are some of the critical numbers to look at but I also believe that everyone looks at different variations of these same numbers. What I mean is that there are several ways to tell if a service department is performing well and some of those traditional numbers will help tell this. What I would take into consideration is really at the end of the month or at the end of the year true success in service is customer retention and market share. What are we doing in service to keep our customers active. Some of the "traditional" performance numbers such as Hours per CP RO may be pushing the wrong activity to create lifetime customers. Don't get me wrong HRp/CPRO is a way to get a quick look at who is performing but you need to take that a step further and look at work mix to see if this is the best advisor at avoiding writing new customers with only needing an oil change. Good luck, this is a constant discussion that needs to be had to help our service departments to achieve success.
Mark Miller
Denim hit the nail on the head, every service department may use a variation of those numbers. So, you need to find out what is important to each specific client and deliver those specific details. You mentioned data from a DMS that is lacking or thing they'd like to see. All the info in the DMS is automated and can be pulled. Any data they would want that is not in the DMS would require a separate program and manual entry to supply that data. My experience has proven that adding another program to an already busy job can prove to be an uphill battle. If you want to gain their trust you need to know what the numbers mean, how they can be interpreted, and what they may indicate, and all of that can be store specific. You can message me directly and I'd be happy to offer my expertise to you if needed.
Bob Kellerman
Sean M5 Management has a tool called "ROSE" its a viewer program that reads the closed repair order file based on the date range you run on your DMS it works with almost every DMS system. It has great drilldown features that can focus on any KPI for the total shop or individual advisor or tech. it's a free 30 day license then a 1 year license can be purchased for a low year fee. Its worth a look.

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