Fixed Ops Journal - May 2016 - (Page 3)

FIXED OPS JOURNAL inside May 2016 18 features 12 17 18 26 28 32 36 40 42 46 48 50 52 26 'Grease monkey'? Not here, not her Hail: San Antonio storms sent service bosses scrambling Photo story: Inside Mission Mitsubishi's hail-repair center High light: How a service boss saw the way to safer lifts Service satisfaction: Hyundai shortens its surveys Certification: The dispute over FCA's self-inflicted tech shortage Tsunami: Rising off-lease vehicles will test service departments Recalls: The toll on customer satisfaction 90-second oil change: It's here if automakers say yes Financing fixes: Helping customers pay isn't always easy Supreme Court: For overtime case, justices take Service 101 Tech trends: How industry changes are altering service Top 50: Dealership groups ranked by parts & service revenue departments 42 4 6 8 11 Editor's Letter Service Counter Legal Lane Profit Builder 24 55 56 58 Richard Truett 5 Minutes With Shop Talk Fixed in Time ABOUT THE COVER 36 High-tech techs: Nelly Colon, a Nissan certified master technician, is evidence of how the 'grease monkey' label no longer fits service techs. PAGE 12 COVER PHOTO: JOE REPOLE Fixed Ops Journal Staff ● EDITOR: Dave Versical ● DEPUTY EDITOR: James B. Treece ● DESIGNER: Steve Massie ● REPORTERS: Laurence Iliff, Richard Truett ● DATA: Camille Pippen, Mary Raetz ● COPY EDITORS: Tom Fetters, Patricia C. Foley, Omari Gardner, Elizabeth Hardy, Karen Faust O'Rourke ● CORRESPONDENTS: Eric Freedman, Jim Henry, Katie Kerwin, Alex Kwanten, Tim Moran >> Webinar on maximizing service bays Each quarterly issue of Fixed Ops Journal will be accompanied by a free webinar. ● NEXT EVENT: "How to Get the Most Out of Your Service Bays" ● PRESENTER: Gary Edwards, president of Edwards & Associates ● WHEN: 2 p.m. EDT, Thursday, May 26 ● SIGN UP: autonews.com/webinar05262016 ● ADVERTISING: Rick Greer, director of sales, rgreer@crain.com MAY 2016 PAGE 3 http://www.autonews.com/webinar05262016

Table of Contents for the Digital Edition of Fixed Ops Journal - May 2016

Fixed Ops Journal - May 2016
Contents
Editor’s Letter
Service Counter
Legal Lane
Profit Builder
‘Grease monkey’?
Hail
Photo story
Richard Truett
High light
Service satisfaction
Certification
Tsunami
Recalls
90-second oil change
Financing fixes
Supreme Court
Tech trends
Top 50
5 Minutes With
Shop Talk
Fixed in Time

Fixed Ops Journal - May 2016

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