Technician morale. The morale of your technicians dramatically impacts shop proficiency, Feltovich says. Happy employees tend to be more productive compared to ones with low job satisfaction.
Policy enforcement. Assess things like the number of work days the technician tends to miss each month, length of lunch breaks, frequency of breaks, time between jobs, time talking to co-workers, or distractions such as text messaging or using Facebook on their cell phone. McVicker, for example, spent time observing his paint department one morning. He watched four team members stand and talk for 10 minutes before carrying on with their day—an automatic productivity loss of 40 minutes.
Most shops have at least one technician with highly productive work methodologies, Feltovich says. They have the right processes, they make every move count, and they consistently deliver high quality work. Have other technicians shadow them, take notes, and write shop SOPs based on that set of productive habits. Rethinking Reporting. Expanded Chaos. Zeck: Greet the Day.
Boggs: Through the Storm. Home in Time for Dinner. Morris: Parts in Short Supply. Cropper: The Selling Rollercoaster. Home » Managing Technician Proficiency. It is an indicator of how well the shop is running. One hundred percent proficiency indicates that technicians spent all available hours doing repair work. Evaluating proficiency enables the shop to identify areas that can be improved and pinpoint processes and procedures that can be modified leading to greater profitability for the business and its employees.
Compensating employees for higher efficiency and proficiency ratings is a model employed by many businesses. Higher levels of efficiency that result in higher levels of comeback work will negatively impact the long term viability of the business.
Likewise, overselling to increase proficiency will result in higher customer attrition rates. All factors and impacts must be included in the evaluation of results. In order to make the most of these measurements care must be given in the reporting of time utilization. Processes must be put into place to use the information to make evaluations and identify areas in need of improvement. Including employees in the evaluation process will bring a perspective that may not be readily visible to management.
Evaluating efficiency and proficiency should be continuous. Opportunities for improvement should be captured so benefits can be realized by the business and its employees. Tags: auto repair shop management , auto repair shop management software , auto shop customer service , auto shop management software , auto shop productivity , improve productivity , repair shop management software , tire shop management , tire shop management software , tire store productivity.
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