Fixed Ops Journal – February 2016 - (Page 6)

FIXED OPS JOURNAL SERVICE COUNTER Our quarterly statistical snapshot of the fixed ops world Top criteria given by consumers for choosing a service provider Total cost is reasonable Vehicle is available when estimated Vehicle fixed right the first time Accurately informs me of total cost up front Can get appointment quickly at convenient time Has great reputation with others Technicians are certified and highly qualified Clearly explains what was done and why 73% 58% 55% 53% 51% 49% 46% 44% Median job tenure POSITION NONLUXURY BRAND Service manager Parts manager Service adviser/writer Service technician Parts consultant General manager/operator Sales manager Sales consultant 6.5 years 11.8 2.1 3.8 5.3 8.6 3.9 1.4 LUXURY BRAND 7.7 years 12.8 3.5 4.2 7.3 10 4.2 2.1 Where the profits are Service and Parts' share of AutoNation's revenue, gross profit REVENUE 2013 2014 2015 15% 15% 15% GROSS PROFIT 40% 40% 41% Source: Carlisle 2014 Technician/Service Advisor Survey; 2015 NADA Dealership Workforce Study; Carlisle 2013 Automotive Technician Survey; AutoNation PAGE 6 FEBRUARY 2016 30 33% 83% Minutes per day technicians spend asking the service adviser for clarification Technicians' estimate of the proportion of customers to whom service advisers provide unrealistic waiting times Service advisers' estimate of the proportion of customers to whom they provide realistic waiting times 20-25% 20-40% -4.4% 4.4% Percentage of their time technicians spend on routine maintenance Percentage of their time technicians spend on diagnostic work Year-over-year earnings decline for service technicians in 2014 Year-over-year earnings increase for service advisers in 2014

Table of Contents for the Digital Edition of Fixed Ops Journal – February 2016

Editor’s Letter: Welcome to Fixed Ops Journal
Service Counter: Tracking fixed-ops numbers
Legal Lane: Court cases that affect you
Mobile mechanics: Do shop-free technicians threaten your business?
Mark Smith: A fixed-ops-focused dealer aims to change the industry
Adding capacity: Sales spur FCA, Subaru dealerships’ fixed-ops growth
Richard Truett: Toolmaker targets new techs
Designed for service: A look at a Minnesota dealership’s makeover
Weekend work: Service extends to Saturday, even Sunday
Tech exodus: How outdated policies worsen the tech shortage
Before Xtime: The origins of widely used scheduling software
Older parts: Toyota, Ford respond to older cars on the road
5 minutes with: Ford’s Toney, Toyota’s Laukes
Shop Talk: One question, multiple service directors
Fixed in Time: A look at service of yesteryear

Fixed Ops Journal – February 2016