Service Foresight Dealership Service Capacity Management Tool

Transcription

1 Dealership Service Capacity Management Tool User Training Guide Prepared for Audi of America Powered by Aftersales IQ TM Platform

2 Table of Contents 1. Overview Navigation Dashboard Profile Planning Capacity Forecast Scenarios Action Plans Customer Pay (CP) Labor Hour Objectives Analytics Service Effectiveness Performance Analysis Help and Support

3 1. Overview In today s challenging and competitive environment, it is critical that dealers provide vehicle owners superior service experience in order to retain and capture their loyalty towards the brand. With Audi s growing vehicle volumes, it is imperative that dealership service department must plan for service capacity in line with future customer demand. To that end, Service Foresight is a workshop capacity planning tool which leverages big data platform and algorithms to forecast dealership s service capacity needs. Using dealer specific historical and forecasted demand and supply drivers, the platform predicts resource requirements over a 5-year planning period. In particular, Service Foresight equips dealers with tools to understand, assess and plan current and future workshop production capacity to meet the growing demand. The end goal is to help dealers retain customers and grow parts and service revenue and profitability. This is critical The key objectives of the Service Foresight include: Ability to capture detailed dealership service profile including parts, service, staff, tools, etc. Leverage both dealer specific variables (operational efficiency, service effectiveness, etc.) and vehicle model level specific activity drivers to forecast current and future workshop capacity o Based on retail planning volume over 15-Year Vehicle-in-Operations o Incorporates both real-time repair order data and manual data/feeds from dealers and Audi of America o Using algorithms to model current and future capacity needs o Forecast number of techs and stalls dealer will need to match future years projected demand Scenario modeling to examine changes on operational efficiency and their impact on to current capacity statistic Tools to plan and track implementation capacity enhancements Performance reports with benchmarking at National, Regional, Sub-Area level In the end, Service Foresight allows dealers to adjust physical capacity metrics such as number of technicians/service advisors, technician available hours and stall numbers, to match projected service lane traffic. This purpose of this user guide is to provide the user with information on how to use Service Foresight Tool including key features and functionality. Additionally, it will serve as a reference for key definitions, calculations, data sources, etc. used by the tool. 3

4 2. Navigation Navigating Service Foresight tool is easy and intuitive. Notification bar appears on each page and provides the status of key workflow items related to capacity management. Hovering over notification icons reveals the description of the icon. Also clicking icons, the user is taken to selection action. Navigation bar appears on each page, providing a broad selection of actionable menus (and sub-menus) including Dashboard, Profile, Planning and Analytics. By simply clicking the desired menu (or sub-menu), the user is taken to the selected page/report. Search Bar appears on selective pages and provides users with an ability to filter the results on the page. The options in the search will vary depending upon the context of the action. Notification Bar: Profile: This icon shows the status of profile workflow. For more information, refer to Profile section of this guide. Notifications: This icon shows active notifications that the user have. From time to time system notifies users about specific actions or insights. Action Plans: This icon shows active actions plans that the dealer has and their status. For more information, refer to Action Plans section of this guide. Help: This icon navigates users to help page including this training guide. : This link navigates the users to the support page which can be used to send s for any additional queries. : This icon provides contextual page-level help. Logout: Click this link to log out of the portal. Welcome: Display user name and other pertinent credentials. Hometown Audi: Dealership name and code, always visible on each page. Export Icons: Every report/screen has PDF and/or Excel export options. 4

5 Navigation Bar: Dashboard: Provide an overview of key performance metrics related to capacity management and customer pay business Profile: Clicking this menu navigates the user to the Profile page where dealers can enter details in their workshop production capacity and tools. Planning: Hoovering over this menu brings up drop down options to navigate user to various planning modules within the portal Analytics: This menu brings up various performance reports available to dealer to monitor their service business Search Bar: Each page will have a search bar with various options to filter the results within the screen. Filters within the search bar are report specific and change as per the actions allowed in the report. The icon allows the search bar to stay expanded displaying all filter options. This is the default state. The collapse icon hides the search filters in the search filter This icon allows user to pin the search bar which restricts the expand/collapse feature This icon collapses the search bar while bringing up a report. The User can later pin the search bar by clicking on this icon again. Clicking on this icon provides a calendar drop down to select year month for the time fence. This icon executes filters and refreshes the report based on selected filters. This icon clears all the filters selected and resets to default options, 5

6 3. Dashboard The Service Foresight Dashboard provides an at a glance overview of key performance metrics related to dealer s service performance. In particular, it highlights dealership performance in the following areas: Capacity Service Effectiveness Labor Hours Objective Achievement Sales Performance Customer Satisfaction 6

7 Capacity This section provides an overview of the capacity forecast for future years (5-Year) highlighting number of technicians and stalls required. The forecast is based on a variety of drivers/parameters specific to dealership past performance and current capacity profile. Red Bars: Displays the number of technicians required for future years. Grey Bars: Displays the number of stalls required for future years For more information, refer to the report Capacity Forecast under planning section. Service Effectiveness This section provides an overview of dealership s Service Effectiveness, which is defined as % of Vehicles in Operations (VIO) within dealer s Primary Area of Influence (PAI) with at least one Qualified Customer Pay RO in last 12 months. The Line Chart displays Service Effectiveness for 1-15 Vehicle Ages for the selected month in the search bar. 7

8 Performance This section provides an overview of dealership s key Customer Pay performance metrics: RO Counts: Count of CP repair orders for the selected time fence (year-month). Service Effectiveness: % of vehicles in operation within Dealer s primary area of influence serviced by the dealer over the past 12 months. $ Sold: Total parts and labor dollars sold on Customer Pay repairs. $ sold per RO: Average parts and labor dollars sold Customer Pay Repair Order. Hours Sold: Total hours sold/billed on the Customer Pay repairs. Hour Sold per RO: Average hours sold/billed on the Customer Pay Repair Order. $ Sold per Technician: Average parts and labor dollars sold for Customer Pay repairs per technician. $ Sold per Stall: Average parts and labor dollars sold for Customer Pay repairs per stall Customer Satisfaction 8

9 This section provides an overview of dealership s key customer satisfaction metrics based on Audi Insight Survey. CSI YTD: Customer Satisfaction Index score for the whole dealership. FRFT YTD: First Right First Time score for the whole dealership. Days Wait YTD: Average number of days the customer has to wait to get an appointment at the dealership for service needs Red Bars: Provides monthly CSI trends for past 12 months Labor Hours Objective Tracking This section provides an overview of dealership s Labor Hour Objective performance by comparing actual labor hours sold against the objective. The trends include month over month comparison and year-to-date comparison. For more details on Customer Pay Labor Hours Objectives, refer to CP Labor Objective Report under the Planning module. 4. Profile The profile allows dealers to enter and maintain information related to their dealership s service production capacity as well as service lane processes and staff. The information is organized into various modules as outlined below. General Information: Captures information about dealership address and contacts and also allows to upload photos of dealership service drive and waiting/amenities area. 9

10 Stalls: Captures data around stall/bays in the service drive including work stalls, alignment racks, and car wash bays Staff: Captures information on dealership service employees including current and future (seeking) Hours of Operations: Captures information about technicians and service advisors shift hours as well as dealership s hours of operations for parts, service and sales department Parts Department: Captures information on parts department processes Others: Captures information around technology tools, space available and tire storage Each input field comes populated with default value but dealers are expected to update the information with their pertinent data. Dealers must click Save to save their profile data. Profile Lifecycle It is imperative that dealers must keep their profile data current and accurate on regular basis. The platform provides various mechanisms to facilitate this. Quarterly Reminder: At the beginning each quarter, the system will generate a reminder notification to the dealer to update the profile. AASM Approval: Every update to the profile must be reviewed and approved by AASM. The dealer must submit their changes for AASM approval by clicking "Send to AASM" within 10 business days of their update. Profile Status Notifications: System provides various alerts in the notification bar to indicating the action that is required by the dealer to keep their profile updated: o o o o : Indicates that profile needs update by the dealer : Indicates that profile must be sent to AASM for approval : Indicates that profile is waiting for AASM approval : Indicates that profile is confirmed The sections below provides details on each module of the profile. 10

11 Module: General Information Captures information about dealership address and contacts and also allows uploading photos of dealership service drive and waiting/amenities area. Address Dealer Name: Official name of the dealership. The field is read only and prepopulated. Dealer Code: Unique code assigned to the dealership by Audi. This field is read-only and pre-populated. Region: Audi Region to which dealership belongs. The field is read only and pre-populated. Area: Audi Area to which dealership belongs. The field is read only and prepopulated. Street, City, Zip: The address details of the dealership Key Dealer Contacts Service Manager: Dealership Service Manager name Service Manager Dealership Service Manager General Manager: Dealership General Manager name Parts Manager: Dealership Parts Manager name Dealer Principal: Dealership Principal name Key Field Contacts: AASM: Area Aftersales Manager for the dealership. The field is read only and prepopulated. AASM Area Aftersales Manager . The field is read only and prepopulated. RASM: Regional Area Aftersales Manager for the dealership. The field is read only and pre-populated. 11

12 RASM Regional Area Aftersales Manager . The field is read only and pre-populated. Photo Uploads: Service Drive: Upload photos related to service drive in this section. Waiting Area/Amenities: Upload photos related to waiting area/amenities in this section. Module: Stalls Captures data around stall/bays in the service drive including work stalls, alignment racks, and car wash bays. Work Stalls Number of Actual On-Site Stalls: Number of stalls dedicated for Audi vehicles in the dealership s location Number of Actual Off-Site Stalls: Number of stalls dedicated for Audi vehicles outside dealership s location Number of Waiter Stalls: Number of Audi Waiters stalls available in the dealership. Number of Executive Service Stalls: Number of Audi Executive Service Stalls available in the dealership. Total Stalls: This field is read-only and shows the sum of all the stalls available in the dealership. The sum will populate automatically when the user enters Number of Actual On-Site, Number of Actual Off-Site, Waiter's Stalls and Executive Service Stalls. Number of Potential Work Stalls: Number of Potential stalls that are available for Audi Dealership which is used for Stalls. Alignment Racks Number of Alignment Racks: Number of wheel alignment racks with lifts available in the dealership for Audi vehicles. 12

13 Car Wash Bays Automated Car Wash: This field allows users to select an option for Automatic Car Wash installed in the dealership. If the user selects "No" then automated Car Wash Type Field will be disabled automatically. Automated Car Wash Type: Select the type of car wash system available. Choose one of the three options - Chain Drive, Drive Thru pull or Drive In. Number of Car Wash Bays: Number of Car Wash Bays available in the dealership at present. Number of Detail Bays: Enter Number of Detail Bays available in the dealership at present. Module: Staff Captures information on dealership service employees including current and future. Employees Number of Technicians: Number of Full-time, Part-time and Audi Assist Technicians working in the dealership. Include all technical types (except Foreman) Number of Service Advisors: Number of Full-time and Part-time Service Advisors working in the dealership. Number of Foremen: Number of Full Time and Part Time Foremen working in the dealership. Number of Apprentice Technicians/Helpers: Number of Full-time Apprentice/Helpers working in the dealership. Number of Cashiers: Number of Full Time and Part Time Cashiers working in the dealership. Number of Valets/ Porters/ Waiters: Number of Full Time and Part Time Valets/ Porters/ Waiters working in the dealership. Seeking Employees Number of Technicians: Number of Full-time, Part-time, and Audi Assist Technicians that the dealership is planning to hire in future. 13

14 Number of Service Advisors: Enter Number of Full-time and Part-time Service Advisors that the dealership is planning to hire in future. Number of Foremen: Enter Number of Foremen that the dealership is planning to hire in future. Number of Apprentice/ Technicians/ Helpers: Enter Number of Full-time Apprentice/ Helpers that the dealership is planning to hire in future. Number of Cashiers: Enter Number of Full Time and Part Time Cashiers that the dealership is planning to hire in future. Number of Valets/ Porters/ Waiters: Enter Number of Full Time and Part Time Valets/Porters/Waiters that the dealership is planning to hire in future. Module: Hours of Operation Captures information about technician, service advisors, and foremen shift hours as well as dealership s hours of operations for parts, service and sales department Dealership Hours Showroom Hours: Captures the hours of operation for the Sales Department in the dealership. Users can select Open and Close hours from Monday-Sunday. Select closed for non-working days Parts Department: Captures the hours of operation for the Parts Department in the dealership. Users can select Open and Close hours from Monday-Sunday. Select closed for non-working days Service Drive: Captures the hours of operation for Service Drive in the dealership. Users can select Open and Close hours from Monday- Sunday. Select closed' for non-working days Number of Services and Parts closed days in a year: Enter the number of days the dealership is closed including public holidays 14

15 Employee Work Hours Technicians: o Shift Hours: Enter the total number of shift hours a technician can work for each day in the week. Enter 0 if there is no technician s shift for the day. You can also enter partial hours (e.g. 2.5 hours) o # Employees: Enter the total number of technicians available to work for each day in the week. Enter 0 if there is no technician s shift for the day. Also, you can enter part-time or partial employees (e.g. 3.3). o Work hours: Displays the total available work hours for technicians per day. This field is pre-calculated by multiplying shift hours with # of Employees for each day and is read only o Total Work Hours: Sum of technicians work hours from Monday-Sunday. This field is pre-calculated and read-only. o First Tech In: Select the start time of technician s first shift for the day. Select Closed if technicians does not work on a particular day o Last Tech Out: Select the end time of technician s last shift for the day. Select Closed if technicians does not work on a particular day Service Advisors: o Shift Hours: Enter the total number of shift hours a service advisor works for each day in the week. Enter 0 if there is no service advisors shift for the day. You can also enter partial hours (e.g. 2.5 hours). o # Employees: Enter the total number of service advisor who works for each day in the week. Enter 0' if there is no service advisor shift for the day. Also, you can enter part-time or partial employees (e.g. 3.3). 15

16 Foremen: o Shift Hours: Enter the total number of shift hours a foreman works for each day in the week. Enter 0' if there is no foremen's shift for the day. o # Employees: Enter the total number of foremen who work for each day in the week. Enter 0 if there is no foremen s shift for the day. Also, you can enter part-time or partial employees (e.g. 3.3). Module: Parts Department Captures information on parts department processes Parts Storage Information Maintenance Packaged Parts: Select this if your dealership uses Maintenance Packaged Parts process in the service lane. Pre-Pulled Parts: Select this if your dealership uses Pre-Pulled Parts process in the service lane. Parts in Bay: Select this if your dealership uses Parts in Bay process in the service lane. Parts Delivery in Bay: Select this if your dealership uses Parts Delivery in Bay process in the service lane. Electronic Technician Parts Request: Select this if dealership uses Electronic Technician Parts Request. Module: Others Captures information on technology tools, space available and tire storage Space Information Loaner Cars: Enter the number of Loaner cars available in the dealership for customer's use. Parking Spaces: o Service Parking Spaces: Parking spaces allotted for Service Drive activities including customer parking, cars currently being worked on, etc. o Retail Parking Spaces: Parking spaces allotted to for sales department o Employee Parking Spaces: Parking spaces allotted for employees 16

17 Area (SQ FT) Information: Enter the total area available (in square feet) for the following: o Workshop o Parts Department o Service Reception and Waiting Area o Accessory Parts Boutique Service Lane: o Number of Service Lanes: Enter the number of Service Lanes currently available in dealership o Service Lane Capacity: Enter the length and width of each service lane in car length measurement. In case of service lanes being of different car lengths, enter the measurement of largest available service lane Customer Waiting Area Seats: Enter the number of seating spaces available for customers to sit in both service drive and sales department Technology Tools Online Scheduling Tools: Select Yes if an online system is used by customers to schedule work in dealership o If you have selected yes, select the vendor/system that provisions the online scheduling tool In case the vendor/system is not available in the list provided, choose Others and enter the name Multipoint Inspection: Select Yes if multipoint inspection is done in the dealership 17

18 o If you have selected yes, select the type of multipoint inspection (digital or paper based) If you have selected digital, then select the vendor/system who provides the service In case the vendor/system is not available in the list provided, choose Others and enter the vendor name Select Yes if the selected/entered vendor/system is same for service and workshop. Otherwise, select No Technologist: Select yes if a technologist is available in dealership to answer customer s questions Mobile/Handheld Devices: o Select yes if mobile/handheld devices are used in both Service Drive and Workshop If you have selected yes, select the vendor/system who provides the system. In case the option is not available in list, select Others to enter the service provider name If you have selected yes, select the device type used. In case the option is not available in list, select Others to enter the device name RFID: Select yes if radio-frequency identification (RFID) is used in dealership DMS Provider: Select the Dealer Management System (DMS) used in the dealership. In case the option is not available in list, select Others' to enter the service provider name Tires Tire Carousels: Select Yes, if Tire Carousels are available in the dealership Tire Storage: Select Yes, if tires are stocked in the dealership Number of Tire Mounting Machines: Enter number of Tire Mounting Machines available in dealership 18

19 Number of Wheel and Tire Balancers: Enter number of Wheel and Tire Balancers available in dealership DRSG: Select Yes, if Dynamic Retail Selling Guide (DSRG) is used in the dealership 5. Planning 5.1. Capacity Forecast Service Foresight leverages big data platform and algorithms to forecast dealership s service capacity needs. Using dealer specific historical and forecasted demand and supply drivers, the platform predicts resource requirements over a 5- year planning period. Below is a high-level overview of the capacity forecasting methodology. 19

20 The 5-Year capacity plan, including various drivers of the capacity, is provided in the Capacity Forecast report as shown below. 20

21 Below are the key metrics that are provided as part of the Capacity Forecast: - Trends Cycle VIO: Forecasted Vehicles in Operation for the dealership based on internal Audi reporting as opposed to PAI-based VIO. - Trend Cycle %: This measures the % of dealership Trend Cycle VIO (as opposed to PAI-based VIO) that had least one service visit at the dealership in last 12 months - VINs Serviced: Forecasted VINs to be serviced at the dealership for Future years - RO per VIN: Average Repair Orders per VIN used in the capacity forecast calculations. This is based on dealership s historical 12 repair order history and is assumed to be constant for future years. - Hours per RO: Average Hours per Repair Order used in the capacity forecast calculations. This is based on dealership s historical 12 months repair order history and is assumed to be constant for future years. - Hours per Technician: Average Hours per Technician productivity. This is based on dealership s historical 12 repair order history and is assumed to be constant for future years. - Hours per Stall: Average Hours per Stall productivity. This is based on dealership s historical 12 repair order history and is assumed to be constant for future years. - Sold Hours: Total labor hours forecasted to be sold in future years. - Technician Required: # of Technicians needed for future years Red: Indicates that current technician capacity is lower than future need Yellow: An indicator to dealer to get ready for future year's technician needs - Stalls required: # of stalls needed for future years Red: Indicates that current stall capacity is lower than future need Yellow: An indicator to dealer to get ready for future year's 21

22 5.2. Scenarios Scenarios provide dealers a what-if analysis tool to assess the impact of various resource and demand assumption on current and future capacity plans. Dealers can create and save multiple scenarios while tweaking specific production and/or demand parameters for current and future planning years. Below is an overview of the Scenario Planning tool. Some of the key features of the tool include: Multiple Scenarios: Users can create, load and save multiple capacity planning scenarios to model different production and demand parameters 22

23 Production Capacity Parameters: Users can model different shift capacities by changing the number of Tech, their daily Shift Hours and over Technician Efficiency. The dealer can set these parameters to desired value and can simulate future state capacity needs. Tip: Both Techs and Shift Hours can be entered as fractional values. This allows users to simulate part-time shifts as well. Tip: Change Technician Efficiency if you anticipate workshop processing improvement. Demand Variables: This section gives the user an overview of the key demand drivers that the simulator uses to forecast future capacity requirements. The user can select the future planning year and simulator will automatically calculate the impact on capacity requirements as well production outputs. Technician Efficiency: Labor Hours Sold / Available Tech Hours, Averaged Over 12 Month Time Fence Note: Service Foresight pre-calculates various parameters specific to the dealership for the simulator by Vehicle Age, including future Vehicles in Operation (VIO), Trend Cycle Effectiveness, ROs per VIN, Hour per RO, etc. Note: Trend Cycle Effectiveness is the measure of how much service volume is expected at the dealership. Trend Cycle Effectiveness: The % of VIO in Dealership PAI that visited Dealer for ANY service work in last 12 months Users must click this icon to update simulation results after tweaking any the simulation parameters. 23

24 Scenario Outputs: This section provides outputs of the scenario modeling. These outputs are populated once the user clicks Run Scenario icon. Capacity Required: Identifies key assets dealer will need to meet the forecasted demand: Technicians, Stalls, Service Advisors, Average Shift Hours per Production: Shows select production and sales KPIs for the modeled scenario: RO Counts, Hours Sold, Hours per RO, Hours per Tech, Hours per Stall, Labor $ Sold Scenario Management - Users can save the scenario for future reference by clicking Save button. - Entering the name of a previously saved scenario and clicking on the Load button will load the saved scenario. - New button will clear the current scenario and allow user to create a new scenario - Delete will delete existing saved scenario - Users must click icon to run a scenario after changing existing scenario parameters or when a new scenario is loaded. - Users can also print the current scenario details by clicking the PDF icon at the top. 24

25 5.3. Action Plans The Action Plans module, available under the Planning menu, is the tool that dealers can use to develop, implement and manage capacity improvement plans. This module allows users to create multiple action plans, each with its specific task list as well as timelines. Welcome Screen When users enter the Action Plan module for the first time or do not have any existing action plans, they are prompted to create a new Action Plan. Clicking the Add New button will allow the user to add a new action plan. Action Plan Anatomy An Action Plan provides several tracking elements. Plan Name Task List (Up to 4) Approval Workflow Start/End Dates Status Notes Documents Action Bar Action Plan Name Enter a descriptive name to identify the action plan. 25

26 Action Plan Tasks Task represents specific activities that dealers must execute as part of the action plan. Click this icon to add new tasks to the action plan Click this icon to edit an existing task Click this icon to delete an existing task An action can have a minimum of 1 task and a maximum of 4 For each task: Provide task Description, Start and End date (mandatory fields). Indicate task Progress as one of the following: Open, In-Progress and Complete. By Default, all tasks will have status as Open. Status color code to indicate task status: o Black: Task is Open and the end date is not due (greater than today s date) o Yellow: Task is In-Progress and the end date is not due o Red: This is delayed status and indicates that the task is either Open or In- Progress state but the end date past due (end date less the today s date). o Green: Task is marked as Complete irrespective of start or end date Action Plan Start Date and End Date Based on start, end dates and status of the tasks, the action plan start, end date and status is established. Start Date: The earliest start date for the tasks will be the Start Date of the action plan. End Date: The latest end date among the tasks will be the End Date of the action plan. Action Plan Approval Workflow Action Plans must be approved by the Dealer staff and Audi AASM before they can be actively tracked. 26

27 Click this icon to bring up Action Plan approval dialog box. Dealer: Enter your Name and click Approve button. This will mark the plan Pending AASM Approval and will send a notification to AASM for approval. AASM: Enter your Name and click Approve button. This mark the plan approved. Plan Status Note: Approval state will change based on approval lifecycle: New: Saved and Unsaved Action Plans will have their approval status as New by default until the dealer submits the plan for AASM approval. Pending AASM: Once dealer approves the plan, the Approval indicator will change to Pending AASM till AASM approves the plan. Approved: This indicates that the plan has been Approved by both the Dealer and AASM. Action Plan Status Action Plan status is determined based on the approval state and the status of individual tasks in the action plan. Various status indicators are as follows: 27

28 All new action plans will have a default state as Open. The status will remain the same until the plan is approved by an AASM. Once an AASM approves the action plan, the status will change according to the end date and status of each task in the action plan. This is displayed when if anyone of the task is In-Progress but no other task is delayed (red). This is displayed if any one of the task status is delayed. This is displayed when all tasks are marked Complete. Notes This gives users the ability to capture a brief record of facts, topics, or thoughts related to the Action Plan. Documents Users can attach up to 4 documents to an action plan. Images can be of the following format: png, jpg and bmp Other documents can be of the following format: doc/docx, pdf, xls/xlsx Click this icon to upload the document. Click this icon to delete an existing document. Icon Bar Export current Action Plan as PDF Brings up Upload document window 28

29 Takes user to the notes section Allows user to delete the entire Action Plan Saves the Action Plan Brings up the Approval workflow Action Plans Listing Clicking on the Action Plan menu will display the summary of all saved plans as shown below. Users can narrow down the list based on the criteria chosen in the search fields. Users can access the Action Plan details by clicking edit pencil icon Customer Pay (CP) Labor Hour Objectives CP Labor Hours Objective is a dealer specific metric established by AoA which can be used to gauge their sales performance and help them grow the business. 29

30 The methodology to calculate the objectives leverages dealership specific data (e.g. dealer s service repair orders) to forecast customer pay labor hours. It also accounts for internal and external factors that can influence the aftersales business. Note: For more info, refer to Labor Hours Methodology User Reference Guide in the help section of the Service Foresight portal. The Labor Hour Objective report is divided into 3 sections: Model Parameters Benchmarks Objectives (Annual and Monthly) Model Parameters: This section provides details on the model variables used to establish labor hour objectives for the dealer. The variables are specific both to the dealership specific and to the age of the vehicles that dealership has serviced in the previous calendar year based on dealer s repair order history. Below are the key model definitions: Vehicle Age: This is calculated using the vehicle s sale date (based on RDR) Service Effectiveness: % of Vehicles in Operations (VIO) within dealer s Primary Area of Influence (PAI) with at least one Customer Pay RO in last 12 months. o Effectiveness Trend Color Code is an indicator comparing of Dealership s performance against national performance. Green indicates that the Dealer s is above National Top Quartile Red indicates that Dealer s is below National Bottom Quartile CP Parts to Labor (PL) Ratio: % of customer pay dollars sold for parts vs labor average over the past 12 months 30

31 CP RO per VIN: Average customer pay Repair Orders per VIN over the past 12 months CP Hours per RO: Average customer pay Hours per Repair Order used over past 12 months Effective Labor Rate: Average billed labor rate calculated as total labor dollars per labor hour sold over the past 12 months Benchmarks Provides a summary of key model metrics for Dealer s Sub-area, Region and Nation. Also allows users to see the impact on labor hour objective by using different benchmarks for a base model. Labor Hour Objectives: This section provides annual and monthly labor hour objectives for each future year. The objectives adjust based on future year s VIO which is forecasted by AoA and is specific to each dealer. Click this icon to export objectives page to a PDF for offline viewing. 6. Analytics This module provides a variety of reports to dealers to gauge their performance. These include: Service Effectiveness Trends Performance Analysis Sales Analysis Labor Objective Collision Opportunity 31

32 6.1. Service Effectiveness This report shows month over month Service Effectiveness trends. Metrics: Service Effectiveness is % of Vehicles in Operations (VIO) within dealer s Primary Area of Influence (PAI) with at least one Customer Pay RO in last 12 months, excluding vehicles that are 0-12 months old (Age 0). VIO are based on Dealer s primary area of influence. Vehicle Age is calculated using the vehicle s sale date (from RDR). Filters: Year: Required (Default: current year) Outputs: Bar Chart: Shows overall service effectiveness for past 4 months 32

33 Line Chart: Shows monthly service effectiveness by vehicle age for the month selected from the bar chart. Table: Shows monthly service effectiveness by vehicle age for last 12 months based on the selected year-month from Export: Click this icon to export outputs to Excel. Click this icon to export outputs to PDF. Click on column chart to change line chart year-month 6.2. Performance Analysis This report shows a variety of metrics related to dealership's production capacity and effectiveness Report Screen Filter Section: Year- Required (Default: current year) Benchmark- Dealership s performance can be benchmarked to Sub-Area, Region s and National s performance (Default: Sub-Area) 33

34 Bar Graph: The Bar Graph shows the Technician and Stall efficiency for the benchmark selected as National based on the selected for the current year. Report Columns: Qualified Repair Order (RO): Any repair order is considered valid in the system as long it has Part $ > 0 or Actual/Billable Sold Labor Hours > 0 Service Effectiveness: % of Vehicles in Operations (VIO) within dealer s Primary Area of Influence (PAI) with at least one Qualified Customer Pay RO in last 12 months. 34

35 Technicians: Count of Technicians available at the dealership per dealership profile data. This includes all technician types (e.g. Master Techs, Foreman, etc.) and both part-time and full-time staff. Stalls: Count of stalls available at the dealership per dealership profile data. This includes Regular Stalls, Waiter Stalls, and Executive Stalls. Technician Available Hours: Total number of technician hours available based on shifts and technicians available per dealership profile data for the selected time fence. Technician Sold Hours: Total number of technician hours sold regardless of pay type over the selected time fence. Technician Efficiency %: Measures as % of Technician Available Hours to Technician Sold Hours over selected time fence. RO Count (Total): Count of all repair orders (regardless of pay type) serviced by the dealership in the selected time fence. RO per Technician: Count of all repair orders (regardless pay type) over the selected time fence divided by the number technicians at the dealership per the profile data. Total $ Sold: Total parts and labor dollars sold on all repair orders regardless of pay type over the selected time fence. Total $ Sold per RO: Average parts and labor dollars sold per repair order, regardless of pay type, over the selected time fence. Total Sold $ per Service Advisor: Average parts and labor dollars sold per service advisor, regardless of pay type, over the selected time fence. The number of available service advisors is based on dealership s profile data. Total Sold $ per Technician: Average parts and labor dollars sold per technician, regardless of pay type, over the selected time fence. The number of available technicians is based on dealership s profile data. Total Sold $ per Stall: Average parts and labor dollars sold per stall, regardless of pay type, over the selected time fence. The number of available stalls is based on dealership's profile data. Export Options: Report can be exported via Excel using icon and PDF using icon 35

36 7. Help and Support Users can access help via user guide documents or reach out to the support team to answer their questions, as outlined below: Click this icon to access help documents. Click this link to to the support desk. Help Documents Clicking on any document will load the document in the PDF viewer. Users can also download the documents for offline viewing. Portal User Guide Profile Guide Labor Hour Objective Methodology Guide Capacity Forecast Methodology Guide Video Webinars Support Users can submit a query to Service Foresight help desk by filling the query form as outlined below: The User Name will be automatically populated. Type your name and address. Choose a Category for your inquiry and type you inquiry in the comment box. You can attach a file if necessary. Select Submit when you are ready to send. 36