Measure efficiency

One of the most contested philosophies among marine dealers is that of service department efficiency. Do you track it or not worry about it? If you do track it, what’s the best method of doing so? Do you just divide billed hours by total hours worked, or is there some other more complex – better – way to do it? Do you share the results with employees or do you keep them to yourself?

In our minds, technician efficiency and total service department efficiency should always be tracked. This doesn’t translate to making technicians hurry and do a sloppy job. It just means that you should measure the efficiency of the work. The old cliché of not being able to manage what you don’t measure rings true here. Measure it and have a baseline for your business. Then you can decide if and how you can make it better.

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