Repair Order Review Template Overview and Guide
I know what you’re thinking, another tool to analyze numbers? I have a 100 of those between my DMS, manufacturer reports and my electronic multi point inspection provider. I completely understand. You have reports to recap reports. While technological advances have provided us with access to every metric imaginable in seconds, sometimes the answers aren’t always there. Have you ever heard he couldn’t see the forest for the trees? You focus too much on one metric, you lose sight of the larger picture. While these complex, comprehensive worksheets and reports have great data, you can easily miss the forest. In the case of analyzing hard copy repair orders, nothing brings results and ideas like physically going over them. You see all sorts of opportunities that you weren’t even looking to fix! What if there was a way to blend the old school physical repair order review and a way showing you the data that comes from it? I’ve used repair order reviews during my retail career as well as when I was a consultant. I have yet to find a more efficient and effective way to find an opportunity to improve performance. My goal is to provide you with a technological companion to the physical repair order review and analysis. Click on the resources tab to find this tool at NO cost as well as an overview.
Here you will find a how to as it relates to this tool as well as some thought starters on where to look and what you may consider. The first thing when using this workbook, is to keep caps lock on. This will allow the formulas to compile the data for the overview. Look at the sample tabs to see how it will look when complete. There is a sample input page as well as one with formulas. Use the input page for your review. Once complete, take a look at the formula sheet to see your data organized. Select at random, 25 customer pay repair order hard copies for your review.
After putting in the repair order number, look to see if the customer came in for maintenance or a repair. Input M for maintenance and R for repair. Next, is the correct MPI labor operation on the repair order? Y for yes, N for no. Is there a copy of the completed MPI attached to the packet? Y for yes, N for no. Is the MPI filled out how you want it filled out? Is the information correct or has it been pencil whipped/ all boxes checked? Y for yes, N for no. Next, input the year and mileage of the vehicle, followed by adviser and technician numbers. If the customer came in on a pre-paid maintenance plan you can track it here. Y for yes, N for no. This can be used for in house/complimentary maintenance as well. Now you will count how many upsell recommendations were made to the customer. Preferably, do not count what the customer came in for if the recommendation was for the correction of their prime item. Now count how many of the recommendations the customer chose to purchase and have done. You will find a notes section to be used however you see fit. I would use this for anything I wanted to bring up with the service manager such as the vehicle had 30,000 miles and no 30k service was offered, and yellow marked items that weren’t presented to customers with pricing.
Thoughts for your consideration
Here are some things to look at and consider based on my experience. There is no right or wrong way and I am confident you will get much more out this than I ever did.
1) Look at the workbook for trends that stick out to you.
2) How consistent and thorough are your advisers and technicians with their paperwork?
3) Does it appear like some technicians are better at recommendations than others?
4) Does your workflow mix match up with what you thought? Are you staffed and scheduling accordingly?
5) Do your advisers close up to your expectations/standards?
6) Do the average miles and age line up with retention data?
7) How many of your maintenance customers utilize pre-paid maintenance? How does it line up with how many have it?
8) How varied are the upsell recommendations? Is there a good mix or rubber stamping?