Service Management Program
Our Service Management program includes all three courses—Foundation, Strategies, and Application. In these courses you will gain the knowledge to improve your service department sales and profitability, and exceed customer expectations through world-class service.
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In part one of our three-part Service Management Program, we teach managers the specific skill sets to leverage labor efficiencies and production management through opportunities to do business (OTDB) to maximize department profits. This course will provide a clear path for improved accountability management, leadership, development, and communication of a defined strategy for process evaluation and improvement. Students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture. This course will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
Class Length: 2 ½ days
Key Objectives & Competencies:
- Understand effective labor rates and gross profit margin to maximize profitability
- Establish and manage the service "Road to the Sale" process
- Learn methods to uncover additional departmental labor hours
- Understand and rate your dealership on the 35 key processes for the service department
- Create a reservation process
- Perform daily start-up meetings with your staff
Part two of our Service Management three-part program focuses on the advanced elements of strategic planning and tools required to effectively market and manage the sales environment of your department. Only students who complete Service Management I: Foundation are eligible to attend Service Management II: Strategies. The Strategies course will take a deeper dive into specific topics from the first course, along with introducing some new topics. Not unlike course one, course two will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student. In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture.
Class Length: 2 days
Key Objectives & Competencies:
- Create effective service menus
- Determine the impact of the parts department on the service department and vice versa
- Understand advanced production structures to improve shop capacity
- Develop good, better, best maintenance menu options
- Overcome common parts-related obstacles in the service department
- Develop a tracking system for important service drive sales measurements
Part three in our Service Management Program, Service Management III: Application, begins with each student presenting a detailed review of the Guarantee of Action (GOA) plans they created in the previous two courses, Service Management I: Foundation and Service Management II: Strategies. They share the successes and challenges involved in transforming their fixed operations department with fellow classmates. This interactive learning experience helps each student take themselves and their team to new levels of success. Ideally, this class would be taken four to six months after completing Service Management II: Strategies.
Class Length: 2 days
Key Objectives & Competencies:
- Exchange best practices, experiences, ideas, and strategies using a peer collaboration process
- Evaluate and get feedback on GOAs (Guarantee of Action plans)
- Review and expand on previous course content
- Convert service advisors to service sales professionals
- Maximize repair orders through the multi-point inspection process
- Define key processes that enhance customer satisfaction and sales opportunities
- Implement and refine the multi-point inspection (MPI) and additional service request (ASR) selling processes
- Identify and track key express service metrics
Call the NCM Institute at 866-756-2620 or complete this form for more information or to register.
Single Class: If canceled 15–30 days prior to the session, 25% of the tuition will be forfeited unless rescheduled for another date within 6 months. If canceled fewer than 15 days prior to the session, 50% of tuition will be forfeited unless rescheduled for another date within 6 months. Non-attendance without prior notification or failure to attend the course within 6 months, will result in full forfeiture of funds. Must call by 2:00PM CST the Friday before the class begins.
GMEP: A $3,000 nonrefundable deposit is required at time of application with balance due 14 days prior to class start. Below is the refund schedule for the remaining balance, after the non-refundable $3,000 deposit is deducted.
- Cancellation on or before Session 1: 100%
- Cancellation on or before Session 2: 60%
- Cancellation on or before Session 3: 30%
- No Refund will be awarded after completion of Session 3