Fixed Ops Journal - October 2019 - F26

FIXED OPS JOURNAL

FOJ Forum II

Our second annual conference will be held Nov. 12-13 in Orlando.
EXCLUSIVE LEAD SPONSOR

THE SPEAKERS
Nate Chenenko

Trends in Service: Industry Data
vs. YOUR Perceptions

EVs as a Dealership Service
Opportunity

Background: Mark Colosimo
has spent 18 years at Urban
Science, of Detroit. The data
and consulting firm takes a
scientific approach to help
companies worldwide identify
where they should allocate resources in order
to increase market share and profitability.
Forum focus: Colosimo will lead a live survey
of FOJ Forum attendees and compare their
views with Urban Science data. The interactive
session will shed light on issues that directly
and indirectly affect the fixed ops space.

Director, Carlisle & Co.

Background: Nate Chenenko
founded and leads the mobility
practice of Carlisle & Co., an
auto industry consulting firm in
Concord, Mass.
Forum focus: It's widely
believed that electrified vehicles will need less
service, threatening dealer and automaker
profits. But Carlisle's research suggests that
any negative impact may be mitigated because
EV owners prefer franchised dealerships for
service over independent shops or chain repair
stores, given the high-quality promise that
dealers can make.

Richard Chitty

Retired parts and service chief, Toyota Motor
Sales U.S.A.

A Conversation With Dick Chitty
Background: Dick Chitty was
vice president of parts, service
and customer satisfaction for
Lexus, Toyota's luxury brand,
from its launch in 1989 to
1995. He turned early recalls
of the flagship LS400 into events that
enhanced the brand.
Forum focus: Chitty is credited with creating the
philosophy that helped make Lexus the industry
benchmark for service excellence and customer
satisfaction. One of his guiding principles:
"People will help support what they create." He
will share his philosophy on setting a direction
and allowing individual service departments to
chart their path toward that goal.

Mark Colosimo

Vice president, data & analytics, Urban
Science

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OCTOBER 2019

Mark Hargreaves

Service manager, Gator Chrysler-Dodge-JeepRam

Train Your Technicians to Write
Service Estimates
Background: Mark Hargreaves
has been service manager of
Gator Chrysler-Dodge-Jeep-Ram
in Melbourne, Fla., since
December. For nearly two
decades, he was fixed
operations manager of
Hendrick Automotive Group.
Forum focus: Why should technicians write
service estimates? Because that puts the

BONUS SESSION
Profit Builders Workshop, featuring
DealerPro's Don Reed. A hands-on,
two-hour session where you'll learn to
identify and review primary causes of
poor performance, discover hidden profit
opportunities, set goals for profit
improvement and strategize new
processes to reach those goals.

person who knows the vehicle best in charge
of selling service. At the same time, it leads to
a better-informed customer with more options.

Tom Kane

Fixed operations director, Universal
Nissan-Hyundai-Genesis

The 'Best' Way to Customer Pay
Background: Before he joined
the Universal dealerships in
Orlando in 2016, Tom Kane
was fixed operations director of
AutoNation Toyota Fort Myers
(Fla.), running the largest
service facility of any dealership affiliated with Southeast Toyota Distributors. From 1998 to 2007, he held several
positions at AutoNation.
Forum focus: Today's consumers want choices.
They're used to "good-better-best" offerings in
all sorts of retail environments. Kane will
explain why such a strategy works in
dealership service departments, too.

Jason Levine

Executive director, Center for Auto Safety

On the Front Lines of Safety
Background: Jason Levine
heads the Center for Auto
Safety, an independent
nonprofit group that since
1970 has advocated for
vehicle safety, quality and fuel
economy. He took over from the late Clarence
Ditlow in 2017.
Forum focus: Much of the "performance"
discussion in fixed ops is focused on repair
orders, unfilled capacity and other
measurements. But there's an often-overlooked dynamic: safety. Levine will discuss the
critical public service role that service
department employees play in completing
recalls, addressing maintenance issues and

Fixed Ops Journal - October 2019

Table of Contents for the Digital Edition of Fixed Ops Journal - October 2019