Parts Management “Tool Kit”

Self-Study Program

Readings and exercises in this self-study course are found in this e-Book plus the three volume PARTS MANAGEMENT TOOL KIT.

This e-Book provides an extensive set of Management Development readings and exercises utilized in my more than 2,600 Dealer Management training workshops around the world. The majority of these programs have focused on tools and techniques to improve aftermarket parts and service operations, productivity, profitability, market share, cash flow and customer retention.

You will examine a wide variety of management policies, management actions and administrative support programs covered in my seminars. Dealers attending my workshops in the USA and abroad find these topics helpful in achieving their Machinery Dealer Parts Operations high-performance goals.

“Tool Kit” Curriculum

SECTION 1: Self-Study Parts Management Curriculum — This e-Book contains a comprehensive self-study Parts Management Development program, focusing on Machinery Parts Management issues. Special emphasis is given to collaboration with Service to provide high levels of off-shelf fill rate while maintaining strong inventory turns to deliver world class customer service. For a machinery dealership to be successful today, Parts and Service must consistently deliver high levels of customer support. This program explores what World Class dealers are doing today to maintain that sharp competitive edge.

“Tool Kit” Readings

SECTION 2: Management Readings — This e-Book includes a wide variety of management readings found in my 11 volume “Master’s Program in Dealer Management” along with new material by this author. The selected “Tool Kit” readings are especially relevant to Product Support Management. Contents of the four-volume Successful Parts Management Kit follows.

Please contact Walt McDonald by e-mail (walt@mcdonaldgroupinc.com) for more information on the extensive Master’s Program Text books or to discuss any aspect of this work.

Section 1 Self-Study Parts Management Curriculum

TABLE OF CONTENTS –This e-Book

Introduction
Guiding Principles for This Program

1. Managing Overall Dealer Operations (THE BIG PICTURE)
   • Recommended Readings
     Bus Drivers, Controls, Maps and Tools
     An Executive Summary-Critical Profit Variables (CPVs)
     Managing the Dealership Overall – CPVs
     Improve Revenue Center Sales Mix
     What Impacts Dealer Absorption Rate
     Fully Utilize Machinery Business Software Solutions
     Nine Embedded AI Automation Applications, by Debbie Frakes
     Overall Dealer Operations—Benchmarking Performance
2. Managing Parts Operations Improvement
   • Recommended Readings
     Parts Operations Overview
     Managing Parts Operations
   • Parts Operations—Benchmarking Performance
     Managing the Part Department – CPVs
   • Best Practices in Parts Operations Parts
     Management—Best Practices Audit
   • Parts Operations Improvement
     Tools to Eliminate Excess, Obsolete Stock
     Tools to Improve Off-Shelf Fill Rate
     Tools to Improve Inventory Turns
     How to Handle the Angry Customer
     Parts Management Decision Support Metrics
     Parts Inventory Control and Price Optimization
     Performance Appraisal—Parts Employees
     A Dirty Industry Secret: Service-Parts Burnout
     How to Develop and Mentor Product Support Leaders
     Eliminate Costly Dead Stock
     Improve ‘Right Part 1st Trip’ Technician Job Completion Rate
     Making Parts Forecasting More Accurate and Sustaining Parts Sales Momentum
     How Many Small Improvements Get You to Your Goal
     Parts Operations, Insights into Issues
     Building Sustainable Vendor Relationships
   • Parts Gross Profit Margin Improvement
     Margin Mix Contribution Analysis
     Product Support as a Competitive Weapon,
     The Case Against Internal Discounts
     How to Avoid Death by 10,000 Cuts – Or, How to Improve Dealer Cash Flow
     Margin Improvement Tools: Customer Ranking Reports
     Develop Parts Pricing and Purchasing Strategy
   • Parts Marketing and Business Development
     Ten Dealer Parts Promotions that Work.
     Are You Really Answering the Phone?
     How to Beef Up Parts Sales
     Increase Parts Cross-Selling and Up-Selling in Parts
   • Parts Management Action Plans for Improvement
     The Problem-Solving Process
     Dealer Project Planner
     SWOT Analysis
     Parts Management Improvement Projects
3. Supporting Service Operations Improvement
   • Recommended Readings
     Managing Service Operations
     Stop Violating the Yellow Box
   • Service Operations—Benchmarking Performance
     Managing the Service Department–CPVs
   • Best Practices in Service Operations
     Service Management – Best Practices Audit
     What Product Support Investment?
   • Managing Service Operations Improvement
     Service Operations—Insights into Issues
     Proper Labor Hour Accounting and Control
     Estimating Cost of Lost Time
     Service Labor Productivity Evaluation
     Performance Appraisal—Service Techs
     Manufacturing Better Service Operations by Richard Golden
4. Increase More Profitable Aftermarket Sales
   • Ready for an Aftermarket Sales Rep?
     16 Tools to Build Service Business
     Marketing Your Parts and Service
     Maximizing Aftermarket Profit Performance
     How to Conduct Successful Aftermarket Marketing and Sales
     10 Biggest Mistakes in Key Account Management
     Key Account Management Checklist
     Sell Maintenance Contracts and Track 2nd Segment Work
     How to Sell Planned Maintenance Programs
     Tools to Improve Parts & Service Labor Sales
     Are You Looking to Grow Your Business by Debbie Frakes
     45 Low-Cost Promotional Ideas
     Seven Tools to Build Market Share
     Monitor Customer Satisfaction to Eliminate Customer Defections
     Eliminate Status Calls Today!
     Customer Retention by the Numbers
     The Easiest Way to Hit Your Revenue Goals
5. Aftermarket Key Account Management
   • 10 Largest Parts Customers, Ranked By $ Sales
     10 Largest Service Customers, Ranked By $ Sales
6. Readings from The Master’s Program in Dealer Management
7. Product Support Operations Assessment for
   The Newly Appointed Aftermarket Manager

Section 2 Product Support Management Readings

Our sincerest appreciation to our Guest Contributors: Debbie Frakes, Chris Holmes, Steve Ross and, Richard Golden.

TABLE OF CONTENTS –This E-Book

Guiding Principles for This Program

The Big Picture for Product Support Managers

• Improve Revenue Center Sales Mix
• What Impacts Dealer Absorption Rate?
• Fully Utilize Machinery Business Software Solutions
• Nine Embedded AI Automation Applications by Debbie Frakes

Managing Parts Operations Improvement

• How to Develop and Mentor Product Support Leaders by Chris Holmes
• Eliminate Costly Dead Stock
• Improve ‘Right Part 1st Trip’ Technician Job Completion Rate,
• Making Parts Forecasting More Accurate and Sustaining Parts
• Sales Momentum
• How Many Small Improvements Get You to Your Goal by Steve Ross

Parts Gross Profit Margin Improvement

• Develop Parts Pricing and Purchasing Strategy

Parts Marketing and Business Development

• Ten Dealer Parts Promotions that Work
• Are You Really Answering the Phone? by Debbie Frakes
• How to Beef Up Parts Sales
• Increase Parts Cross-Selling and Up-Selling in Parts

Managing Service Operations Improvement

• Manufacturing Better Service Operations by Richard Golden

Increase More Profitable Aftermarket Sales

• Sell Maintenance Contracts and Track 2nd Segment Work
• How to Sell Planned Maintenance Programs
• Tools to Improve Parts & Service Labor Sales
• Are You Looking to Grow Your Business by Debbie Frakes
• 45 Low-Cost Promotional Ideas—How to Promote Your Equipment Business
• Seven Tools to Build Market Share
• Monitor Customer Satisfaction to Eliminate Customer Defections
• Eliminate Status Calls Today!
• Customer Retention by the Numbers by Debbie Frakes
• The Easiest Way to Hit Your Revenue Goals by Debbie Frakes

Product Support Operations Assessment for A Newly Appointed Aftermarket Manager