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BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 1
BMW Group Thailand
Management and Service ReportSeminar for Service Manager
BMW Group Thailand
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 2
BMW Group Thailand
Who am I?
Ingo ReitzService Consultant
BMW Group Thailand
Management and Service ReportSeminar for Service Manager
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 3
BMW Group Thailand
Management and Service ReportSeminar for Service Manager
- What do I expect from this seminar?
- What does my Dealership expect from me?
- What does BMW Thailand expect from me?
Why are we here?
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 4
BMW Group Thailand
Management and Service ReportSeminar for Service Manager
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 5
BMW Group Thailand
Management and Service ReportSeminar for Service Manager
Ready for take off?
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 6
BMW Group Thailand
Time Analysis Reasons
- Time is the most important factor in the Workshop
- Foundation for the Service Report
- Service Report (the mirror of your workshop)
- Only accurate time recording allows improvements
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 7
BMW Group Thailand
Time Analysis Benefits
- Control instrument for the workshop
- Target settings according to the Dealership
- Substantiate for all repairs in the Workshop
- Adjustment tool for turnover improvement
- Workshop results in the Service Report
- Control instrument for individual mechanics
- Target settings according to BMW Standard
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 8
BMW Group Thailand
Time AnalysisBasics
> Paid time <
Available time
W – Variabletime
K and H Productive
time
W – Fixedtime
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 9
BMW Group Thailand
Time AnalysisProductivityProductivity is the relationship between the productive labor hours (used) for the reference period, to the total hours Available by the productive mechanics.
Formula:
* 100 Hours worked (used)Available Hours
(clocked)= Productivity (%)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 10
BMW Group Thailand
Time AnalysisAvailabilityThe Availability is the relation between the available hours of all productive personnel to the Paid time in a given period in Percent.
Available Hours (clocked) * 100
Formula:
Paid time
= Availability %
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 11
BMW Group Thailand
Time AnalysisEfficiencyEfficiency is the relationship between the labour hours sold (charged) to the total productive hours (used).
Formula: Hours sold (charged)
Hours worked (used)
FRU sold (charged)
= Efficiency (%)Hours worked
(used)
= Efficiency (FRU/hr)
* 100
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 12
BMW Group Thailand
Time Analysis W Fix time
* 100
Formula:Training days + Public Holidays + VacationNumber of paid days in the
year
= W fixed time target (2003)
Fixed W-Time will reduce the hours the mechanics are actually at their work bays. During this times the mechanic is not working productively. W-Fix time is planable.
10 + 10 + 15313
* 100
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 13
BMW Group Thailand
Time Analysis W Fix time
Times clocked for:W5
- Public Holiday- Training- Vacation
figure from time records. (Time cards)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 14
BMW Group Thailand
Time Analysis W Variable timeOf course, just because mechanics are employed by the dealership does not mean they will be in the dealership working for every available hour.
A mechanic rarely spends every available hour producing work. He loses many hours per week due to the time spent waiting for the next job, waiting for parts, waiting for customer authorizations, etc. This unproductive time spent while the mechanic is at the dealership is called “Variable W-Time”.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 15
BMW Group Thailand
Time AnalysisW Variable times
Times clocked for:
W2 Idle time
W3 Repairs to workshop cars and mobile serviceW4 ReworkW51 Sick leave
figure from time records. (Time cards)
W1 General Workshop maintenance
W21 Waiting for parts (delay at the workshop parts counter i.e. queue, etc.)W22 Waiting for Customer AuthorizationW23 (open)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 16
BMW Group Thailand
Time Analysis Setup Input sheet
February 2
41
55
Test200377.570
8
55
45
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 17
BMW Group Thailand
Time Analysis Setup Example
MU and FRU target setting:
1 Junior Mechanic: Khun Ingo1 Mechanic: Khun Andi1 Foreman: Khun Banchop
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 18
BMW Group Thailand
Time Analysis Setup of MU
MU FRU/hr Target Efficiency
Junior Mechanic Level 1 0.0 0 0%
Junior Mechanic Level 2 0.5 6 50%
Mechanic Level 1-3 1 12 100%
BMW Service Technician 1 12 100%
Workshop Supervisor / Foreman 0 - 1 12 100%
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 19
BMW Group Thailand
NameExample Position FRU
Target/hr
Target Efficienc
y
MUValue
ME Value
Ingo
Andreas
Banchop
JM L2 6 FRU / Hr 50% 0.5 1
M L3 12 FRU / Hr 100% 1 1
WSV 12 FRU / Hr 10.3100%
Time Analysis Setup of MU
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 20
BMW Group Thailand
Time Analysis Setup of FRU target
Formula:
MU* Working Hours per Day* 12 FRU per Hour* Number of Paid Days* Efficiency Target* Productivity Target
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 21
BMW Group Thailand
Time Analysis Setup of FRU target
February 2003:
Junior Mechanic Khun Ingo 0.5 * 8 * 12 * 24 * 70% * 77.5%
= 625 FRU
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 22
BMW Group Thailand
Time Analysis Setup of FRU target
February 2003:
Mechanic Khun Andi: 1 * 8 * 12 * 24 * 70% * 77.5%
= 1250 FRU
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 23
BMW Group Thailand
Time Analysis Setup of FRU target
February 2003:
Foreman Khun Banchop: 0.3 * 8 * 12 * 24 * 70% * 77.5% = 375 FRU
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 24
BMW Group Thailand
Time Analysis Setup of FRU target
February 2003:
Workshop target: 1.8 * 8 * 12 * 24 * 70% * 77.5%
= 2250 FRU
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 25
BMW Group Thailand
Time Analysis Setup Input sheet
0.51
1.5
1.83
0.3
0.3
Ingo (Junior Mechanic L2) Andi (Mechanic L3)
Banchop
2
1
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 26
BMW Group Thailand
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 27
BMW Group Thailand
FCS Field Communication System
The Input for the
Service Report
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 28
BMW Group Thailand
FCSField Communication System
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 29
BMW Group Thailand
FCS Field Communication System
TheService Report
Output
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 30
BMW Group Thailand
FCS Service Report Output
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 31
BMW Group Thailand
FCS Service Report Output
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 32
BMW Group Thailand
FCS K Hours
Hours clocked for
customer and warranty work
figure from time records. (Time cards)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 33
BMW Group Thailand
FCSH Hours
Hours clocked for Internal work
figure from time records. (Time cards)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 34
BMW Group Thailand
FCS Staff in parts department
Number of all employees in the Parts department.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 35
BMW Group Thailand
FCS Indirect productive PersonnelThe PU Value (Personnel Unit) is the number of all employes in the Service Department.
Position PU Value PU Efficiency MU Efficiency Service Manager 1 100% 0% Service Advisor 1 100% 0% Controller 1 100% 0% Service Assistant 1 100% 0% Foreman (according to productive
target)1 80% 20%
Warranty Clerk 1 100% 0%
If part time, then percentage vise.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 36
BMW Group Thailand
FCSThroughput Regular CustomersEnter here all External and Warranty Customers throughputs of the report month, with at least one history throughput within the past15 month.
(including PMP customers)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 37
BMW Group Thailand
FCS Throughput Transient CustomersEnter here all External and Warranty Customers throughput of the report month without any history throughputs within the past 15 month.
(and External and Warranty Customers throughput who visited the workshop for the first time).
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 38
BMW Group Thailand
FCSThroughput InternalEnter here all throughputs of internal orders (H orders) of the report month.
Example:Pre-delivery check, preparation of used cars, inspections and repairs of demonstration cars, …
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 39
BMW Group Thailand
FCSRegular Customers on fileEnter here all External and Warranty Customers from your customer file with at least one history record within 15 month.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 40
BMW Group Thailand
FCSLabor turnover sub-contractorEnter here the sum of all sub-contracted labor sales for all contracted franchises within the dealership, excluding any taxes.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 41
BMW Group Thailand
FCSParts turnover workshopEnter here the sum of all parts turnover sales to the workshop (External/Warranty/Internal) within the dealer ship excluding any taxes.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 42
BMW Group Thailand
FCSParts turnover otherEnter here the sum of all parts turnover sold to others (Counter sales)excluding any taxes.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 43
BMW Group Thailand
FCSNumber of Work baysEnter here the sum of all Work bays in your shop, separated in mechanical, body, and paint work bays.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 44
BMW Group Thailand
FCS Vehicle Parc
This term refers to all BMW vehicles registered in a country, a region, a district or in a dealer's area of market responsibility.
Establishing the vehicle parc:The number of vehicles legally registered with the authorities in the dealer's area of market responsibility or in a particular country.By adding together units sold officially, dating back up to 10 years, including acquired customers ("grey market" etc.). If a country's "grey"imports were recorded by a state body, this figure should also be added to normal dealer sales.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 45
BMW Group Thailand
FCS Service Market Potential (SMP)The service market potential is the maximum possible Service turnover for a dealer in a special period related to an allocated vehicle parc.
Formula:
Vehicle parc * Maintenance & repair requirements / vehicle / year in FRU
* Seasonal factor of the month * Weighted FRU price
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 46
BMW Group Thailand
FCS Service Market Achievement
The SMA shows the coverage of the Service market potential by the Service turnover achieved.
Formula:
Labor turnover external + Labor turnover warranty + Labor turnover sub-contractors
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 47
BMW Group Thailand
FCS Seasonal factor Service
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 48
BMW Group Thailand
FCS Service Market Achievement %The SMA shows the coverage of the Service market potential by the Service turnover achieved in percentage.
Formula:
Service Market Achievement Service Market Potential
* 100= SMA %
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 49
BMW Group Thailand
FCS Workshop Efficiency in FRU/hFormula:
Total labor turnover (month) FRU price * (K + H hrs)
= Workshop Efficiency in FRU/hr
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 50
BMW Group Thailand
FCS K Hours %Formula:
All clocked K hours Total clocked hours
* 100
= K hrs %
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 51
BMW Group Thailand
FCS H Hours %Formula:
All clocked H hours Total clocked hours
* 100
= H hrs %
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 52
BMW Group Thailand
FCS W variable Hours %Formula:
Clocked W variable hours Total clocked hours
* 100
= W variable hrs %
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 53
BMW Group Thailand
FCS W fixed Hours %Formula:
Clocked W fixed hours Total clocked hours
* 100
= W fixed hrs %
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 54
BMW Group Thailand
FCS BMW Retention (%)
Percentage of BMW vehicles in the dealer market area which are serviced by the dealer.
Formula:
Regular Customers on file Vehicle Parc
* 100= BMW Retention (%)
Guide figure:
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 55
BMW Group Thailand
FCS BMW annual visit
Average visits of the Regular Service customer per year.
Formula:
Throughput Regular Customers (month) * Working days (year) Working days (month) * Regular Customers on file
= BMW annual visit
Guide figure:
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 56
BMW Group Thailand
FCS FRU / throughput
Average FRU‘s of the Regular and Transient Customers in the month.
Formula:
Labor turnover external + Labor turnover warranty FRU price (weighted) * (Throughput “Regular + Transient” Customers)
= FRU/throughput (m/b/p) in FRU
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 57
BMW Group Thailand
FCS Turnover per vehicle throughputAverage Labor Turnover per Vehicle of Regular, Transient and Internal Throughputs in the month.
Formula:
Labor turnover (external + warranty + internal)
Throughput (Regular + Transient + internal) Customers
= Turnover / veh. thru’put (THB)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 58
BMW Group Thailand
FCS Workshop parts turnover per vehicle throughput
Average Parts Turnover per Vehicle of Regular, Transient and Internal Throughputs in the month.
Formula:
Workshop parts turnover
Throughput (Regular + Transient + internal) Customers
= W.shop parts t/o / veh. thru’put THB
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 59
BMW Group Thailand
FCS Staff in parts department
Number of all employees in the Parts department.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 60
BMW Group Thailand
FCS Productive Personnel (MU)
Summary of all Mechanical Units working productive in the workshop.
MU Values Junior Mechanics + MU Values Mechanics + MU Values BMW Service Technician
+ MU Values Workshop Supervisor / Foreman
Formula:
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 61
BMW Group Thailand
FCS Ratio prod. to indirect prod.
The relation between the productive personnel to the indirect productive personnel.
Formula:
Number of all MU’s
Number of all PU’s
= Ratio prod / ind. prod
Guide figure:
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 62
BMW Group Thailand
FCS Capacity Utilization of MU (%)The utilization figures always relate the actual performance to the theoretical maximum performance.
Here you relate the actual FRU turnover in a period to the maximal possible FRU turnover in a period of all mechanics.
Guide figure:
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 63
BMW Group Thailand
FCS Capacity Utilization of MU (%)FRU per MU per yearFormula 1:
Paid days (year)* Working Hours per day
* 12 FRU per Hour* Efficiency target
= FRU/MU/year
Guide figure:
* Productivity target
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 64
BMW Group Thailand
FCS Capacity Utilization of MU (%)Formula 2:
MU Value * FRU/MU/year * Working days (month)
Working days (year)
FRU Labor turnover (month) in FRU
MU Capacity (month) in FRU
= MU Capacity (month) in FRU
Formula 3:
* 100
= Capacity Utilization of MU (%)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 65
BMW Group Thailand
FCS Capacity Utilization of WB (%)The utilization figures always relate the actual performance to the theoretical maximum performance.
Here you relate the actual FRU turnover in a period to the maximum FRU turnover which is possible for all work bays in the same period.
Guide figure:
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 66
BMW Group Thailand
= [313-15-(313x18.82%)] x 8 x 12
= [313-15-58.9] x 8 x 12
= 239.1 x 8 x 12
= 22,953 FRU/WB/Year
FCS Capacity Utilization of WB (%)Formula 1:
[ Paid days (year) - Public holidays
- (Paid days (year) * W Variable%) ]
* 8 Hours / day
= FRU/WB/year
Guide figure: 22,953 FRU/WB/Year
* 12 FRU / Hour
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 67
BMW Group Thailand
FCS Capacity Utilization of WB (%)Formula 2:
No of WB * FRU/WB/year * Working days (month)
Working days (year)
FRU Labor turnover (month) in FRU
WB Capacity (month) in FRU
= WB Capacity (month) in FRU
Formula 3:
* 100
= Capacity Utilization of MU (%)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 68
BMW Group Thailand
FCS Ratio labor to parts%
Formula 1:
Labor turnover (External + Warranty + Internal)
Total turnover for Labor and Workshop parts
Parts turnover Workshop
Total turnover for Labor and Workshop parts
= Labor share
Formula 2:
* 100
= Parts share
The ratio from labor to parts shows the relationship between parts sold to the workshop and labor turnover
* 100
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 69
BMW Group Thailand
FCS Parts turnover per pers. in PartsFormula 1:
Parts turnover workshop + Parts turnover other
Number of staff in parts department
= Parts turnover per person in parts department
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 70
BMW Group Thailand
FCSThroughput Regular CustomersExternal and Warranty Customers throughputWith at least one history throughput within the past15 month.
(including PMP customers)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 71
BMW Group Thailand
FCSRegular Customers on filewhich are own sale
External and Warranty CustomersOnly those customers from two history records within 15 month are sold by the same dealer ship.
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 72
BMW Group Thailand
Time Analysis Setup of Workshop Calendar
1 Public Holiday
24 Paid days
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 73
BMW Group Thailand
Time Analysis Key figures (Efficiency/Productivity)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 74
BMW Group Thailand
Time Analysis Key figures (W-Fixed)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 75
BMW Group Thailand
Time Analysis Key figures (W-Variable)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 76
BMW Group Thailand
Time Analysis Key figures (FRU/Vehicle/Year)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 77
BMW Group Thailand
Time Analysis Key figures (Retention Rate)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 78
BMW Group Thailand
Time Analysis Key figures (Annual visits)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 79
BMW Group Thailand
Time Analysis Key figures (Ratio ind prod / prod)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 80
BMW Group Thailand
Time Analysis Key figures (FRU/MU/Year)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 81
BMW Group Thailand
Time Analysis Key figures (MU Utilization)
BMW ThailandV5-JT-1/ Ingo ReitzSeminarService ManagerFeb. 2003 Page 82
BMW Group Thailand
Time Analysis Key figures (WB Utilization)