It is an indisputable fact that everything that happens within the walls of the Service department is tracked and controlled by the repair order. Most personnel in the department are paid directly or indirectly by what happens on the repair order. The repair order is so crucial, that what happens in the shop can be completely different than what is represented on the repair order. However, when that repair order is closed, and the charges are posted to accounting, there is a very good chance that, right or wrong, the result will show on the financial statement. With this in mind, it is important to know as accurately as possible, when and how the facts and figures become what they are.
When completing a manual repair order survey, time is not your friend. Given the task to accumulate repair orders, review them, document each item and tabulate the findings, it may require you to implement a new structured process just to get started.
Now there is a better way. It is M5’s Repair Order Survey Evaluation - ROSE.
I have heard this in almost every dealership I have been in around the United States. I once thought the same thing, until one day when a 1985 model pulled onto the service drive. All ten advisors acted or seemed too busy to wait on this customer. Our greeter gave me “THE LOOK” so I stopped what I was doing and walked over to the customer in coveralls.
As the advisor walks Mrs. Jones to her vehicle, the cashier separates the invoiced copies of the completed repair order into baskets. The service file copy is attached to the work order and put into the basket marked “Jerry”.
Repair Order #760429 is as unique to the dealership as a fingerprint is to a human. It will never be duplicated and for all intents and purposes, it is now dead as "Jerry" accepts the payment type into the DMS.
In this series we give you small tips to improve your Fixed Operations department.