Workshop Efficiency

Service Appointments – 15 Best Practice Principles

Does your dealership bookings process follow these 15 best-practice guidelines? Makes allowance for carry-overs, walk-in’s, and tow-ins. When setting appointments always starts with the current day and works toward future dates. Customers should not wait more than two days for an appointment unless they specifically request to do so. Appointments are booked according to the …

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Understanding Service Department KPI’s – Productivity

PRODUCTIVITY Productivity represents a combination of the workshops Efficiency and Utilisation Productivity = (Hours Sold / Hours Available) X 100 Benchmark: 103% – 110% Hours Sold is a function of the work available to the Service Department that is dependent on the bookings taken by the Service Department and the Costing of the Repair Order …

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Understanding Service Department KPI’s – Utilisation

UTILISATION Utilisation is a function of the technician hours actually spent working compared against the time the technician is available to work. Utilisation % = (Hours Worked / Hours Attended) X 100 Benchmark: 85% – 90% Hours Worked is a function of the amount of work available to the Service Department. The Hours Worked value …

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Understanding Service Department KPI’s

EFFICIENCY Efficiency is a function of the hours sold vs. the hours worked. Efficiency % = (Hours Sold / Hours Worked) X 100 Benchmark: 110%  – 125% Efficiency is assumed to measure either individual Technician Efficiency, or the Workshop’s Efficiency as a whole. Hours Sold depends essentially on: Amount of work available. This may be …

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