Unless you sell every car, write every repair order, wait on every parts customer, you achieve your goals through the performance of your people. Are they crystal clear about your expectations? Do they know–because you’ve told them–what your minimum performance standards are? Do you know? Right now, some managers reading this are thinking: “We don’t […]
Measuring technician performance means measuring time Everything that happens in a service or repair operation is about time. Yes, most repairs involve the replacement of a failed part, but parts can’t replace themselves—that requires labor. And labor is measured by time. Time in a service operation comes in three flavors: Time available to work. If […]