Aftermarket Management
This 3-module course provides parts and service leaders the skills required to improve departmental efficiency, growth and profitability.

The Dealer Institute Aftermarket Management Program provides the leadership and management fundamentals to allow your mid-level and departmental managers to drive this critical part of your business.  It is also beneficial for administrative, financial, aftermarket sales and branch managers to better understand these fundamentals to better support these department managers. Graduates of this program overwhelmingly comment on the content and valuable information they learned to allow them to do a better job. The course is a curriculum-based learning path delivered through three, 2-day modules, led by industry aftermarket experts. Our next course will be offered in Calgary, Alberta.  The investment is $3,200 CAD plus GST.

Fundamentals of Service Management

Many agricultural dealership service managers were promoted into the position due to their technical experience. Managing a modern service department requires leadership, a clear understanding of financial metrics, budgeting, sales, marketing and customer interaction skills.  This module focuses on the fundamentals to drive financial performance and customer satisfaction.

Key takeaways:

  • Service department financial management
    • Understanding basic service department financial reporting
    • Understanding of service department Key Performance Indicators (KPIs) and metrics
    • Understanding of what metrics to watch and what benchmarks to target
    • Learn what levers to pull to drive performance. (service sales, margins, expense control, WIP, productivity etc.)
  • Staff development and leadership
    • Implementing proper work order documentation process to increase technician billing efficiency and reduce write-offs
    • Providing better customer experience and value
  • Moving from reactive to proactive
    • Understanding and creating value added services to drive customer loyalty
    • Improve scheduling and workflow through the shop

Fundamentals of Parts Management

The parts department is often the front line for customer support.  Managing a parts department is demanding from a customer satisfaction standpoint but is a juggling act when it comes to inventory control, and department financial performance. This module not only improves parts management skills, it broadens the scope to improve the customer experience through total dealership product support.

Key takeaways:

  • Parts Department financial management
    • Understanding basic parts department financial reporting
    • Understanding of parts department Key Performance Indicators (KPIs) and metrics
    • Understanding of what metrics to watch and what benchmarks to target
    • Learn what levers to pull to drive performance (Parts sales, margins, expense controls, turnover, obsolescence, fill rates and profitability
  • Staff Development and leadership
    • Moving your parts department front line from “order takers” to “solutions providers”
    • Improving customer satisfaction and experience
  • Moving from reactive to proactive
    • 5 ways to increase parts sales
    • Proactive parts sales and value-added parts marketing concepts
  • Interdepartmental cooperation
    • Breaking down the “silos”
    • Improve overall customer experience and financial performance through a total dealership approach
REGISTER HERE
SKU: CA-After-Course Categories: ,

Description

The Dealer Institute Aftermarket Management Program provides the leadership and management fundamentals to allow your mid-level and departmental managers to drive this critical part of your business.  It is also beneficial for administrative, financial, aftermarket sales and branch managers to better understand these fundamentals to better support these department managers. Graduates of this program overwhelmingly comment on the content and valuable information they learned to allow them to do a better job. The course is a curriculum-based learning path delivered through three, 2-day modules, led by industry aftermarket experts. Our next course will be offered in Calgary, Alberta.  The investment is $3,200 CAD plus GST.

Fundamentals of Service Management

Many agricultural dealership service managers were promoted into the position due to their technical experience. Managing a modern service department requires leadership, a clear understanding of financial metrics, budgeting, sales, marketing and customer interaction skills.  This module focuses on the fundamentals to drive financial performance and customer satisfaction.

Key takeaways:

  • Service department financial management
    • Understanding basic service department financial reporting
    • Understanding of service department Key Performance Indicators (KPIs) and metrics
    • Understanding of what metrics to watch and what benchmarks to target
    • Learn what levers to pull to drive performance. (service sales, margins, expense control, WIP, productivity etc.)
  • Staff development and leadership
    • Implementing proper work order documentation process to increase technician billing efficiency and reduce write-offs
    • Providing better customer experience and value
  • Moving from reactive to proactive
    • Understanding and creating value added services to drive customer loyalty
    • Improve scheduling and workflow through the shop

Fundamentals of Parts Management

The parts department is often the front line for customer support.  Managing a parts department is demanding from a customer satisfaction standpoint but is a juggling act when it comes to inventory control, and department financial performance. This module not only improves parts management skills, it broadens the scope to improve the customer experience through total dealership product support.

Key takeaways:

  • Parts Department financial management
    • Understanding basic parts department financial reporting
    • Understanding of parts department Key Performance Indicators (KPIs) and metrics
    • Understanding of what metrics to watch and what benchmarks to target
    • Learn what levers to pull to drive performance (Parts sales, margins, expense controls, turnover, obsolescence, fill rates and profitability
  • Staff Development and leadership
    • Moving your parts department front line from “order takers” to “solutions providers”
    • Improving customer satisfaction and experience
  • Moving from reactive to proactive
    • 5 ways to increase parts sales
    • Proactive parts sales and value-added parts marketing concepts
  • Interdepartmental cooperation
    • Breaking down the “silos”
    • Improve overall customer experience and financial performance through a total dealership approach
REGISTER HERE

Details

MODULE 1:

Leadership Development Principles

November 13, 2018 8:00am - November 14, 2018 12:00pm 2018-11-13 08:00:00 2018-11-14 12:00:00 America/Chicago Leadership Development Principles Location Dealer Institute info@dealerinstitute.org
  • Effective Leadership
  • Dealership Culture
  • Workforce Motivators
  • Leadership Responsibilities
  • 7-Step Change Process

MODULE 2:

Service Management

January 15, 2019 8:00am - January 16, 2019 12:00pm 2019-01-15 08:00:00 2019-01-16 12:00:00 America/Chicago Service Management Location Dealer Institute
  • Long Term Profitability Growth
  • Maximizing Revenue Hours
  • Labor Rates
  • Implementing Proper Technician Work Order Documentation Practices
  • Proactive WIP Management
  • Installing a Systematic Parts Requisitioning Process

MODULE 3:

Parts Management

March 12, 2019 8:00am - March 13, 2019 12:00pm 2019-03-12 08:00:00 2019-03-13 12:00:00 America/Chicago Parts Management Location Dealer Institute
  • Gross Margin
  • Other performance Indicators
  • Net Income
  • Parts Marketing and Sales
  • Parts Turnover
  • Parts department self-evaluation
  • Accountability, Tracking and Scorecards
  • Parts Controls
  • Interdepartmental cooperation

FAQs

What is the Aftermarket Management course?
The Aftermarket Management course is designed to provide parts and service leaders the skills required to improve departmental efficiency, growth and profitability. Who should attend an Aftermarket Management course? Recommended attendees are aftermarket managers, parts managers, service managers and key personnel being groomed for Aftermarket leadership.

How long is the Aftermarket Management Course?
The Aftermarket Management course is three two-day modules. It will follow the same daily format of our other courses. Day One from 8 a.m. to 5 p.m. and Day Two from 8 a.m. to noon.

What is the expected result of the Aftermarket Management course?
The expected result of the Aftermarket Management course is to develop effective parts and service leaders who increase aftermarket growth and profitability and work more effectively with their aftermarket partners to maximize production essential for success in today’s business environment.

How will dealers track the progression of their participants through the course?
We developed an accountability tool called a PIP or Personal Improvement Plan, which will be used throughout each module of every course to ensure consistency for participants and their supervisors. The PIP is a living document that grows with each participant as they move through the course, creating a clear path to success.

What is the price?
Aftermarket Management consists of three, two day modules. The in vestment for a public offering of this course is $3,200.00 CAD per participant. This includes all six days of training, materials, personal improvement plan, lunch and refreshments throughout each module.

Instructors

Larry Cole earned a Ph.D. in Psychology from the University of Oklahoma. Larry was on the faculty of Arkansas Tech University and served as CEO of a Comprehensive Mental Health Center before founding his consulting company, TeamMax®, in 1989. Since then, Larry has specialized in improving leadership effectiveness and teamwork while fostering the fact that frustration is your best friend. He created the TeamMax® Advantage methodologies to measure behavior change in real-time. In addition to the books and manuscripts listed below, he has written numerous articles for professional, business and trade magazines, and written several unpublished manuscripts that he offers. He has worked in the agriculture industry for over fifteen years.

Books
“Frustration is Your Best Friend”
“People-Smart Leaders” (with Michael Cole, Ph.D.)
“Communication in Poultry Grower Relations”
“Teamwork in Poultry Production”
“97 Things to Take Your Sales Career to the Next Level” (with Byrd Baggett, CSP)
“Charismatic Leadership” (with Byrd Baggett, CSP)


Kelly Mathison has almost 30 years experience in the agricultural equipment industry.  He started his career as a sales representative during the high interest crunch of the 1980’s He then spent 10 years in sales and marketing with the distributor and wholesale manufacturer, Flexi Coil, covering Canada, Australia and the U.S. In 1996 he became a partner in a single store John Deere Dealership in Brandon, Manitoba. Over the next 12 years, it grew from 1 store to 7 when they  eventually merged with Enns Brothers in 2008. Over the years, he gained experience as a Sales  Manager, Aftermarket Manager, General Manager and Group Marketing Manager. In 2011, Kelly sold his partnership interest and took a contract as Group Product Support Manager with Chesterfield  Australia, one of the country’s largest John Deere Dealer groups.

In 2014, Kelly launched a consulting and training company, Kayzen Management, and in 2015 joined Western Equipment Dealers Association’s Dealer Institute as a consultant and trainer. Kelly brings his unique, real life experience and time tested best practice solutions to a wide scope of dealership issues. His philosophy of “continuous improvement” can be applied over all dealership departments.

Plan Your Trip