1) Utilize Appointments
Be sure you are using appointments to book your shop. Sure, you’ll have some “walk-in” business, but to maximize efficiency it is important to understand what is coming in the shop. Service advisors need to ask the right questions to properly understand the nature of the repairs to appropriately book time. If a repair falls outside of the standard maintenance services, a diagnosis appointment with a minimum of one hour should always be booked.
2) Pre-print RO’s
Pre-printing RO’s for the next day’s business will help facilitate quicker write-up for customers bringing in their vehicles. If you are not able to pre-print RO’s, then be sure to develop a process to streamline the write-up process – such as utilizing a mobile device or developing a questionnaire / checklist to capture pertinent information to complete the write-up.
3) Pre-pull Parts
Pre-pulling parts helps to eliminate wasted technician time at the parts counter. This applies not only for initial repairs, but as more repairs are identified and added to the RO, it is helpful to have a way to quickly and easily communicate a parts request. Utilizing a parts runner can help expedite the repair process as well. The idea is to keep the technician in his bay working rather than waiting at the parts counter for parts.
4) Technician Dispatching
Determine the skill sets of your technicians and dispatch work accordingly. You do not want your engine tech doing oil changes. Pre-planning work as much as possible can help keep you out of this situation.
5) Manage Open RO’s
Monitor your open RO’s and understand why they remain open. Often the work carries over – it is important to understand why: Are the hours estimated to complete the repair incorrect? Are the parts not in stock? Is the technician skilled to work on the repair unavailable? Was the work improperly booked? Is it a warranty issue? Understanding the reasons why repair orders remain open can help to identify areas of improvement for your shop.
