Is fixed operations a bit of a mystery to you? Oftentimes leaders of dealerships come from a sales background and could use help in fine-tuning their fixed operations. Delve in to the key pieces to demystify this area of your business and learn how to keep these departments running on all cylinders. This major track is also great for all Fixed Operations Managers with daily operational responsibilities that are looking for best practices and benchmarks to optimize Fixed Operations performance.

M4A – Exceptional Customer ExperienceHave you ever taken a step back and looked at your service experience from a customer’s eyes? Customers demand an exceptional experience and won’t hesitate to go elsewhere to get it. Learn about how culture, vision, and other influences drive customers to your dealership (or away) as well as tools and best practices to set yourself apart from the competition.

M4B – Service Drive Process Techniques
Does your dealership have a robust process in place for each step of the advisor’s customer interaction? From the meet and greet to an active delivery, learn best practices for customizing a write-up process that creates an exceptional customer experience and drives profitability.

M4C – Fixed Operations Financial Statement Analysis
A solid understanding of each department within your operating statement gives you a clear picture of your dealership’s financial health. This module will provide an in-depth look at the fixed operations portion of your financial statement. We cover expense accounts, key metrics, differences in accounting practices, and identify realistic benchmarks for effective management.

M4D – Key Performance Indicators and Motivators
Some key performance indicators (KPIs) aren’t listed on your financial statement, but they’re still crucial to driving fixed ops profits in. This module will explore how pay plans can be used to influence your goals, ways to align processes learned in service advisor process training, and best practices to hold your employees accountable to their measurable performance.

M4E – Warranty Compliance, Policy and Procedure Guidelines
Have you heard of an automotive dealer going through a manufacturer audit or had one yourself? Do you have the knowledge and experience to review your warranty claims for compliance? We’ll cover the key points each manufacturer focuses on during a warranty review to help you maintain compliance within their guidelines. We’ll also cover best practices to maintain compliance, ways to identify common opportunities during audit reviews, and how to build your case for a potential audit appeal.

All five are required courses within this major.