Wednesday, October 10, 2012

What Are Parts Manager Best Practices?

What tangible, observable parts manager best practices are consistent with higher levels of wholesale sales?

Does anybody know? I wonder.

What about best practices that result in higher stocking fill? Best practices that result in higher counter sales?

What, exactly, do the best of the best do to have the highest level of fleet sales? Are there any best practices consistent with higher service loyalty?

Many of us think we know these. And we do. We can list dozens of good things that a parts manager should do. Nobody can list the top three.

We must prove they work.

Parts managers are smart; if we can’t prove it, they will head for the Danish and talk about how crappy your stock order discount is. You have to show them the money.

If I do this one thing, how much is it worth?
We just did this with service manager/advisor best practices and had a workshop with an elite group in Chicago – Hyundai, Volvo, VW, and Acura service mangers attended. Based on a survey of over 600 dealers, we were able to correlate market share differentials with tangible, observable best practices. The service managers spent the day in a workshop concerning these best practices. This approach “showed them the money.” 100% of the session satisfaction survey scores were checked as “very satisfied” – satisfaction with the MyGuy Workshop, the session content, the facilitation and the organization.

The NAPB Steering Committee met last week and decided that a similar approach might work for parts managers. So, we will be launching a best practices survey to participating companies in the next few months – this will be completely different than the current parts manager survey that focuses on parts manager satisfaction with OEM programs and performance. We will have a report-out at the spring conference in Chicago.

Bottom line: What am I hoping for? A compelling short list of things a parts manager should do to drive increased performance that he/she feels in his/her pocketbook. This is a cross-sector effort. Interested? Talk to your Steering Committee member or call Mike Sachs.

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