Client identified a need to facilitate lead time improvement options for further growth, taking in to account changing customer habits and expectations that mean that customers expect premium levels of service in tandem with quick turnaround of pre-selected services and apply consistent pressure to add value through alternative methods to drive customer experience.

Also clear that the costs involved in running the department are increasing and this drives a need to be ever more efficient and to reduce associated costs – especially in relation to courtesy car fleets.

Created a deployment programme in line with the brief with a four phase deployment proposition – from testing in <3% of the network in Phase 1 to deployment to >80% of dealers in Phase 4. Phase 1 pilots showed the programme to be viable and rolled out to further number of dealers (>20% of the network) and tested this first through a small pilot (<3% of the network) utilising common kaizen/lean methodologies, reducing technician lost time through bay set up, standardised operations and parts and wash processes.

We also developed time saving methodologies to further assist efficiencies – including parts and wash processes. Within the programme, set fixed appointment slots (>16 per day) and coached teams on filling these slots with customers at first point of contact and also with backfilling slots with internal work.  To ensure learning from experience, introduced a PDCA cycle to review programme progress any issues and used this to develop all content for future deployments.

Interestingly on this programme, the key result was technician and front of house uptake.  Both liked the simplicity of the programme, the additional structure and from an advisor point of view the increased ability to do their job whilst adding value to the process (especially in relation to up-selling identified red work).

The technicians also likes the bespoke tooling system and overall department motivation and engagement clear.  In addition, overall efficiency improved in all sites after deployment and we can see improvements in operational costs as a result of the programme (reduced courtesy car utilisation for example).