Overview
Why use ROS?
ROS Structure
ROS Updates
ROS Philosophy & Development
Content Descriptions
Business Applications
Sales
Needs/Solutions Guide
The GM Sales Business Model Diagnostic
The Purchase and Delivery Satisfaction Survey Diagnostic
Benchmarks
Department Management
Introduction
The Role of Management
Contact and Traffic Control
Contact Control Basics
Floor Traffic Control
Client Manager Staffing, Scheduling, and Sequencing
Ensuring Accessibility and Responsiveness to Clients and Prospects
Resources
People
Facilities
Equipment and Materials
Information
Sales Transactions
New Business Development
Overview
Advantanges
Activities
Resources
People
Facilities
Equipment and Materials
Information
Welcoming Guests
Overview
Advantages
Activities
Resources
People
Facilities
Equipment and Materials
Information
Understanding Customer Needs
Introduction
Overview
Advantages
Activities
Introducing Yourself
Establishing Rapport
Determining Guest Preferences
Suggesting Model Alternatives
Resources
People
Facilities
Equipment and Materials
Information
Product Presentation
Overview
Advantages
Activities
Identifying the Guest's Preferences
Performing a Vehicle Product Presentation
Using All Types of Information
Asking for Feedback
Resources
People
Facilities
Equipment and Materials
Information
Dealership Services Presentation
Overview
Advantages
Activities
Resources
People
Facilities
Equipment and Materials
Information
Demonstration
Overview
Advantages
Activities
Preparing for the Demonstration Ride
Conducting the Demonstration Ride
Concluding the Demonstration Ride
Resources
People
Facilities
Equipment and Materials
Information
Vehicle Appraisal
Overview
Advantages
Activities
Preparing for the Appraisal
Conducting the Appraisal
Consulting with the Guest
Resources
People
Facilities
Equipment and Materials
Information
Purchase Consultation
Overview
Advantages
Activities
Giving an Overview of the Purchase Consultation
Summarizing the Guest's Preferences
Obtaining Information about Transaction Alternatives
Negotiating the Terms of Purchase
Completing the Purchase Worksheet
Resources
People
Facilities
Equipment and Materials
Information
Financial and Security Services
Overview
Advantages
Activities
Securing Suppliers of Financial and Security Services
Preparing Client Managers to Present Financial and Security Services
Consulting with Client Managers
Consulting with Clients
Obtaining Credit Approval
Preparing Delivery Documentation
Resources
People
Facilities
Equipment and Materials
Information
Delivery
Overview
Advantages
Activities
Preparing for Delivery
Welcoming the Customer and Describing the Delivery Process
Completing the Sale Documentation
Presenting Dealership Services
Presenting the Client Management Team
Celebrating the Delivery and Presenting the Vehicle
Concluding the Delivery
Resources
People
Facilities
Equipment and Materials
Information
Resources Management
Overview
Activities
Human Resources Management
Communication Systems Management
Information Systems Management
Evaluating Your Computer System
Vehicle Inventory Management
Facilities Management
Equipment, Furnishings, and Materials Management
Resources
People
Facilities
Equipment and Materials
Information
Service
Introduction to GM Service
Necessity of GM Service
Service Success
Reference
Getting Started
Needs/Solutions
The GM Service Business Model Diagnostic
The Service Satisfaction Survey Diagnostic
Benchmarks
Department Management
The Art of Management
Advantages
Overview
Elements of Service Management
Guidelines for Management Approach
Management Hints
Management Tasks
Unifying Service and Parts Activities
Managing Daily Operations
Resources
Department Management and Standards Attainment
Supporting the New and Used Vehicle Departments
Business Management Resources
Service Transactions
Understanding Service Transactions
Meeting Service Objectives Is Not an Accident
The Service Transaction ... The GM Service Way
Service Resources
Reservations
Overview
Advantages
Activities
Reservations at Large Dealerships
Reservations at Small Dealerships
Resources
People
Facilities
Equipment and Materials
Information
Reservations and Standards Attainment
Express Check-In
Overview
Advantages
Activities
Preparing for the Day
Welcoming and Directing Arriving Customers
Handling Administrative Tasks
Support Activities
Resources
People
Facilities
Equipment and Materials
Information
Express Check-In and Standards Attainment
Customer Consulting
Overview
Advantages
Activities
Preparing for the Day
Processing After-Hours Drop-Off Vehicles
Reviewing the Vehicle History
Determining Wants and Needs
Completing the Repair Order
Concluding the Agreement
Resources
People
Facilities
Equipment and Materials
Information
Fully Empowering Employees
Customer Consulting and Standards Attainment
Dispatching
Overview
Advantages
Activities
Implementing a Dispatching System
Dispatching for Medium-Sized and Large Dealerships
Dispatching for Small Dealerships
Resources
People
Facilities
Equipment and Materials
Information
Covering the Dispatching Function Without a Dispatcher
Dispatching and Standards Attainment
Progress Checking
Overview
Advantages
Activities
Organizing Progress Checks with a Repair Order Log
Checking Repair Progress
Reporting on Vehicle Status
Recording Changes to the Repair Order
Resources
People
Facilities
Equipment and Materials
Information
Progress Checking and Standards Attainment
Mechanical Service
Overview
Advantages
Activities
Receiving Job Assignments
Performing Diagnostic Operations
Performing Maintenance and Repair
Suggesting Changes to the Customer Agreement
Completing the Repair
Resources
People
Facilities
Equipment and Materials
Information
Calculating Technician Requirements
Mechanical Service and Standards Attainment
Final Inspection
Overview
Advantages
Activities
Setting Up the Test Center
Verifying Completeness of Work
Checking Workmanship
Confirming Resolution of Problems
Other Applications
Resources
People
Facilities
Equipment and Materials
Information
Final Inspection and Standards Attainment
Invoicing
Overview
Advantages
Activities
Determining or Confirming Labor Operations
Matching Labor Operations and Parts Issued
Comparing Actual Time to Flat Rate Time
Resolving Discrepancies
Preparing the Invoice: The Service Administrator's Job
Completing the Invoice: The Cashier's Job
Paperflow Guidelines
Using the One-Part Repair Order
Using the Two-Part Repair Order
Resources
People
Facilities
Equipment and Materials
Information
Invoicing and Standards Attainment
Delivery
Overview
Advantages
Activities
The Delivery Consultation
Cashiering
Retrieving the Vehicle
Resources
People
Facilities
Equipment and Materials
Information
Delivery and GM Standards
Follow-Up
Overview
Following Up on Customer Satisfaction
Following Up on Customer Needs
Advantages
Activities
The Customer Survey
Customer Reminders
Resources
People
Facilities
Equipment and Materials
Information
Follow-Up and Standards Attainment
Resource Management
Facilities, Equipment, and Information Management
Overview
Advantages
Activities
Facility Organization
Facility Housekeeping
Facility Maintenance
Managing Tools and Equipment
Managing Information Storage and Access
Resources
People
Equipment and Materials
Information
Resource Management and Standards Attainment
Workshop Time Management
Introduction
Collecting Efficiency and Productivity Data
Technician's Role in Filling Out Time Tickets
Processing the Time Tickets
Accounting for Work in Progress
Preparing Efficiency and Productivity Control Summaries
Using Workshop Time Management Data
Workshop Time Management and Standards Attainment
Body and Paint Service
Overview
Advantages
Activities
Reservations
Receiving Customers
Body and Paint Dispatching
Receiving Job Assignments
Disassembling the Vehicle
Repairing Panels and Structural Components
Progress Checking
Reassembling the Vehicle
Preparing and Painting the Vehicle
Completing the Repair, Including a Final Inspection
Delivery
Resources
People
Facilities
Equipment and Materials
Information
Body Shop Marketing
Body Shop Operations and Standards Attainment
Designated Repair Points
Quick Service
Overview
Advantages
Activities
Preparing for Quick Service
Operating and Maintaining Quick Service
Invoicing and Cashiering
Resources
People
Facilities
Equipment and Materials
Information
Quick Service and Standards Attainment
Setting Up Quick Service as a Stand Alone Service
Parts
Introduction to GM Parts
Needs/Solutions Guide
The GM Parts ROS Business Model Diagnostic
Benchmarks
Department Management
Sales and Support
Overview
Advantages
Activities
Representing the Parts Department
Supporting Activities of Other Departments
Opening Up New Business Opportunities
Setting Parts Goals and Objectives
Calculating Staffing Needs
Managing Information
Managing Daily Operations
Creating a Motivating Employee Environment
Managing Parts Resources
Resources
People
Equipment and Materials
Information
Computer Support
Wholesale Business
Overview
Advantages
Activities
Assess the Wholesale Market
Who Would Patronize Your Store?
Identify Your Competition
Develop a Business Plan
Presenting the Plan
Develop Action Plans
Implement Your Action Plans
Establish Operating Procedures
Promoting Your Wholesale Business
Operating the Wholesale Business
Resources
People
Facilities
Equipment and Materials
Information
Computer Support
Inventory Management
Parts Inventory
Overview
Advantages
Activities
Starting an Inventory from Scratch
Monitoring Parts Sales
Adding New Parts: Dropping Non-Performers
Setting Reorder Points and Reorder Quantities
Managing Obsolescence
Evaluating Inventory Performance
Resources
People
Facilities
Equipment and Materials
Information
Computer Support
Parts Ordering and Returns
Overview
Advantages
Activities
Checking Local Sources
Reviewing Suggested Orders
Selecting the Order Type
Placing the Order
Tracking Parts Order Status
Updating the Inventory Management System
SPRINT
AUTOSPRINT
AUTOSPRINT II
SPRINT Shipping
GM Benefits
GM Incentives
Returning Parts
Selling Parts Back to GM
Return Reserve Account
Resources
People
Facilities
Equipment and Materials
Information
Computer Resources
Storage Management
Overview
Advantages
Activities
Determining Space Requirements
Selecting Bin Storage Systems
Laying Out Parts Storage Units
Selecting Parts Handling Equipment
Ensuring Safety and Security
Implementing a Physical Inventory Process
Maintaining the Facility
Resources
People
Facilities
Equipment and Materials
Information
Computer Support
Non-GM Parts Inventory
Overview
Advantages
Activities
Resources
People
Facilities
Equipment and Materials
Information
Computer Support
Hazardous Materials
Overview
Advantages
Activities
Identifying Hazardous Materials
Determining Special Storage and Handling Requirements
Establishing Handling Procedures
Handling Special Disposal Needs
Keeping Up to Date
Keeping Records
Resources
People
Facilities
Equipment and Materials
Information
Computer Support
Warranty Parts
Overview
Activities
Matching Methods to Manufacturers' Policies
Defining Responsibilities
Issuing Parts for Warranty Repair
Collecting Defective Parts
Storing Warranty Parts
Disposing of Defective Parts
Resources
People
Facilities
Equipment and Materials
Information
Computer Support
Parts Transactions
Receiving
Overview
Advantages
Activities
Accepting Arriving Shipments
Unpacking Parts Shipments
Checking In the Shipment
Handling Discrepancies
Resources
People
Facilities
Equipment and Materials
Information
Stocking
Overview
Advantages
Activities
Handling Stocking of Regular Parts
Handling of Special Order Parts
Resources
People
Facilities
Information
Picking and Issuing
Overview
Advantages
Activities
Greeting and Assisting Customers
Generating Parts Requests
Handling Exchange Parts
Picking the Right Part
Completing the Transaction
Resources
People
Facilities
Information
Customer Info and Interaction
Overview
Advantages
Activities
Greeting Customers
Identifying Customer Wants and Needs
Providing Information
Handling Special Orders
Handling Arrival of Special Order Parts
Resources
People
Facilities
Equipment and Materials
Information
Invoicing and Cashiering
Overview
Advantages
Activities
Collecting Invoice Information
Preparing the Invoice
Preparing for Cashiering
Performing Parts Cashiering
Resources
People
Facilities
Equipment and Materials
Information
Shipping and Delivery
Overview
Advantages
Activities
Planning Shipping and Delivery
Assembling and Packaging
Making Deliveries
Shipping by Common Carrier
Resources
People
Facilities
Equipment and Materials
Information
Market Development
Market Planning
Understanding Marketing
Overview
Advantages
Activities
The Evolution of Marketing
Using the Marketing Mix
Defining Your Targets for Marketing
Understanding Consumer Behavior
Building a Strong Brand
Building Value
Planning for Success
Resources
People
Facilities
Equipment and Materials
Information
Computers
Market Research
Overview
Advantages
Activities
Understanding the Industry and the Marketplace
Knowing the Competition
How Are You and Your Competitors Perceived?
Identifying Target Markets
Knowing What More You Need to Know
Knowing the Sources of Data
Staying On Top of the Research Process
Bringing In the Experts
Resources
People
Facilities
Equipment and Materials
Information
Computers
Customer Research
Overview
Advantages
Activities
What Information Is Useful?
Calculating a Client's Worth
Creating Opportunities to Capture Information
Selecting a Research Method
Resources
People
Facilities
Equipment and Materials
Information
Computers
New Business Development
Overview
Advantages
Activities
Clarifying the Dealership's Target Markets
Identifying Factors Affecting Activity Selection
Reviewing Activity Characteristics
Creating New Business Development Plans
Resources
People
Facilities
Equipment and Materials
Information
Computers
Pricing
Overview
Advantages
Activities
Determining Pricing Strategy
Creating a Pricing Baseline
New and Used Vehicle Pricing
Service Pricing
Parts Pricing
Fine-Tune the Pricing Strategy
Internal Pricing
Resources
People
Facilities
Equipment and Materials
Information
Computers
The Marketing Plan
Overview
Advantages
Activities
Planning the Plan
Linking Marketing to Mission and Business Plan
Gathering Market and Customer Information
Defining Your Target Markets
Positioning Your Dealership and Its Products and Services
Establishing Specific Goals
Selecting Activities
Using External Resources
Creating the Budget and Timetable
Preparing a Written Plan
Implementing and Coordinating the Plan
Evaluating Results and Revising the Plan
Resources
People
Facilities
Equipment and Materials
Information
Computers
Monitoring and Evaluating the Plan
Overview
Advantages
Activities
Monitoring the Implementation of the Plan
Reviewing Marketing Objectives and Goals
Setting Up Ways to Measure Results
Evaluating the Plan
Adjusting the Plan
Continuing the Review Process
Resources
People
Facilities
Equipment and Materials
Information
Computers
Market Activities
Image Building
Overview
Advantages
Activities
The Dealership's Message
The Dealership Environment
Employees and Image
A Company Identity Program
Marketing Your Image
Resources
People
Facilities
Equipment and Materials
Information
Computers
Sales Promotions
Overview
Advantages
Activities
Defining Sales Promotion Objectives
Planning Your Promotion
Implementing the Plan
Measuring Your Results
Resources
People
Facilities
Equipment and Materials
Information
Computers
Prospecting
Overview
Advantages
Activities
Identifying Target Groups
Determining Prospect Sources
Evaluating the Sources
Communicating with Prospect Groups
Managing the Prospecting Activities
Resources
People
Facilities
Equipment and Materials
Information
Computers
Publicity
Overview
Advantages
Activities
What Is Publicity?
Developing a Publicity Strategy
Working with the Press
Handling the Details
Implementing the Plan
Evaluating the Effectiveness
Resources
People
Facilities
Equipment and Materials
Information
Computers
Community Involvement
Overview
Advantages
Activities
Planning Your Community Involvement Strategy
Coordinating Activities
Promoting the Involvement
Evaluating Effectiveness
Resources
People
Facilities
Equipment and Materials
Information
Computers
Special Events
Overview
Advantages
Activities
Defining the Event
Making the Event Happen
Resources
People
Facilities
Equipment and Materials
Information
Computers
Advertising
Overview
Advantages
Activities
Preparing for Advertising
Developing an Advertising Plan
Implementing Your Advertising Plan
Monitoring and Evaluating Advertising
Resources
People
Facilities
Equipment and Materials
Information
Computers
Direct Mail
Overview
Advantages
Activities
Is Direct Mail Right for You?
Planning Your Direct Mail Strategy
Producing Direct Mail
Tracking Results and Evaluating the Campaign
Follow-Up
Resources
People
Facilities
Equipment and Materials
Information
Computers
Telemarketing
Overview
Advantages
Activities
Using Telemarketing Effectively
Performing Telemarketing Activities
Working with Telemarketers
Tracking Results and Evaluating the Campaign
Resources
People
Facilities
Equipment and Materials
Information
Computers
Displays
Overview
Advantages
Activities
Planning Displays
Display Setup and Maintenance
Cross-Selling Products and Services
Resources
People
Facilities
Equipment and Materials
Information
Computers
Loyal Buyer Programs
Overview
Advantages
Activities
Targeting Loyal Buyers
Developing Loyal Buyer Program Ideas
Designing Your Own Programs
Maintaining and Monitoring Programs
Resources
People
Facilities
Equipment and Materials
Information
Computers
The Dealership Newsletter
Overview
Advantages
Activities
Setting Objectives
Choosing a Target Audience
Planning and Budgeting
Developing Effective Issues
Making It Happen
The Mailing Process
How Are We Doing?
Resources
People
Facilities
Equipment and Materials
Information
Computers
Customer Services
Reception
Overview
Advantages
Activities
Preparing for Reception
Assisting Guests
Assisting Callers
Resources
People
Facilities
Equipment and Materials
Information
Computers
Information Services
Overview
Advantages
Activities
Centralizing Information
Handling Inquiries
Establishing an Information Hotline
Installing an Automated Phone System
Using the Internet
Resources
People
Facilities
Equipment and Materials
Information
Computers
Complaint Recovery
Overview
Advantages
Activities
Developing a Complaint Recovery Policy
Empowering the Front Line
Taking an Active Approach to Complaint Recovery
Improving the Dealership's Practices
Getting Assistance from the Division
Resources
People
Facilities
Equipment and Materials
Information
Computers
Hospitality
Overview
Advantages
Activities
Determining What to Offer
Setting Up Special Hospitality Services
Making the Most of Customer Areas
Maintaining Hospitality Features
Getting the Word Out
Resources
People
Facilities
Equipment and Materials
Information
Computers
Client Education Clinics
Overview
Advantages
Activities
Determining Objectives and Goals
Who Should You Target?
Developing the Clinic
Keeping Track of Clinic Reservations
Inviting Your Clients
Preparing for the Big Day
Conducting the Clinic
Monitoring and Evaluating Clinics
Resources
People
Facilities
Equipment and Materials
Information
Computers
Extended Service Hours
Overview
Advantages
Activities
Extending Business Hours
After-Hours Drop-Off
After-Hours Pick-Up
Getting the Word Out
Resources
People
Facilities
Equipment and Materials
Information
Computers
Alternative Transportation
Overview
Advantages
Activities
Offering Shuttle Service
Public Transportation
Dealership Rental Vehicles
Commercial Rental Vehicles
When a Customer Needs a Loaner
Pick-Up and Delivery
Resources
People
Facilities
Equipment and Materials
Information
Computers
Trade-in and Consignment
Overview
Advantages
Activities
Weighing the Options
Conducting the Appraisal
Consulting with Customers
Promoting the Service
Resources
People
Facilities
Equipment and Materials
Information
Computers
Cleaning and Minor Detailing
Overview
Advantages
Activities
Determining the Logistics and Costs
Setting Up the Service
Implementing Cleaning and Minor Detailing
Promoting the Service
Resources
People
Facilities
Equipment and Materials
Information
Computers
Mobile Maintenance
Overview
Advantages
Activities
Establishing Services to Offer
How Far Should You Go?
Setting Up Mobile Maintenance Service
Conducting Mobile Maintenance Service
Providing Emergency Roadside Service
Promoting the Service
Resources
People
Facilities
Equipment and Materials
Information
Computers
Recycling Center
Overview
Advantages
Activities
Planning Your Recycling Center
Developing Recycling Operating Procedures
Collecting Materials
Promoting the Recycling Center
Resources
People
Facilities
Equipment and Materials
Information
Computers
Client Management
Client Communication
Overview
Advantages
Activities
Understanding Client Preferences
Using Client Preferences
Helping Clients Get to Know You
Resources
People
Facilities
Equipment and Materials
Information
Computers
Database Management
Overview
Advantages
Activities
Building a Foundation for Success
Designing the Database
Using the Database
Maintaining the Database
Resources
People
Facilities
Equipment and Materials
Information
Computers
Organization Development
Managing Quality and Change
Continuous Improvement
Overview
Activities
The Quality Movement—A Brief History
Quality Starts at the Top
Continuous Improvement—It's a Process
Making Continuous Improvement Real
Resources
People
Facilities
Equipment and Materials
Information and Systems
Values, Mission, and Vision
Overview
Activities
Identify Values
Develop a Mission Statement
Create a Shared Vision
Resources
People
Facilities
Equipment and Materials
Information and Systems
Continuous Improvement Teams
Overview
Activities
Organizing the Continuous Improvement Team
Selecting a Team Leader
Selecting Team Members
Setting the Team in Motion
Resources
People
Facilities
Equipment and Materials
Information and Systems
Developing a Quality System
Overview
Activities
Taking Responsibility for Quality
Defining Customer Expectations and Requirements
Documenting Processes That Affect Quality
Keeping Track of Quality Records
Corrective and Preventive Action
Employee Training
Resources
People
Facilities
Equipment and Materials
Information and Systems
Benchmarking
Overview
Activities
Benchmarking
Self-Assessment
Resources
People
Facilities
Equipment and Materials
Information and Systems
Client Management Teams
Overview
Activities
Writing Job Descriptions
Set up Client Management Teams
Measuring the Team's Success
Resources
People
Facilities
Equipment and Materials
Information and Systems
Information Management
Overview
Activities
Centralizing Information
Developing Processes to Handle Inquiries
Establishing an Information Hotline
Install an Automated Voice Response System
Using GM Technology
Using the Internet
Resources
People
Facilities
Equipment and Materials
Information and Systems
Managing Change
Overview
Activities
Learn About the Change Process
Prepare for Change
Assess Employees' Readiness for Change
Decision-Making and Implementation Skills
Resources
People
Facilities
Equipment and Materials
Information and Systems
Employee Involvement
Overview
Activities
Create an Employee-Responsive Environment
Shift Power, Information, and Resources to Employees
Establish Clear Responsibilities and Expectations
Role Modeling, Teaching, and Coaching
Making the Most of Empowerment
Resources
People
Facilities
Equipment and Materials
Information and Systems
Teamwork
Overview
Activities
Team-Building Principles
Strengths of Teamwork
Stages of Team Development
Team Effectiveness
Resources
People
Facilities
Equipment and Materials
Information and Systems
Dealership Image
Overview
Activities
Dealership Working Environment
Use Informational Material
Career Day Activities
Promote Employees' Community Activities
Resources
People
Facilities
Equipment and Materials
Information and Systems
Making Change Happen
Overview
Activities
Identify Your Top Priorities
Develop Written Action Plans
Measure the Effectiveness of Change Efforts
Manage the Culture
Resources
People
Facilities
Equipment and Materials
Information and Systems
Appendix: A Road Map to Quality
The Organization's Culture
Quality Philosophies
Continuous Improvement Tools
Integrating Quality into Daily Activities
Information Resources
Human Resources Management and Development
Job Descriptions and Performance Standards
Overview
Activities
Employee Involvement
Describe Job Categories
Define Qualifications
Determine Performance Standards
Complete the Job Description Form
Use Job Descriptions
Sample Job Descriptions
Resources
People
Facilities
Equipment and Materials
Information and Systems
Recruitment, Selection, and Retention
Overview
Activities
Employee Retention
Staffing Planning
Recruitment Planning
Internal Recruitment
External Recruitment
The Selection Process
Involuntary Employee Separation
Resources
People
Facilities
Equipment and Materials
Information and Systems
Training and Development
Overview
Activities
Orientation
Performance Measurement and Feedback
Training Planning
Training Implementation
Continuous Improvement
The Learning Organization
Skills Development and Career Planning
Management Development
Resources
People
Facilities
Equipment and Materials
Information and Systems
Compensation and Benefits
Overview
Activities
Direct Compensation
Discretionary Compensation
Basic Benefits
Wealth-Building Benefits
Benefit Plan Administration
Competency-Based Pay
Compensation Reviews
Implementing the New Compensation System
Resources
People
Facilities
Equipment and Materials
Information and Systems
Recognition
Overview
Activities
Recognize Personal Achievements
Recognize Team Achievements
Recognize Dealership Achievements
Basic Guidelines
Resources
People
Facilities
Equipment and Materials
Information and Systems
Internal Communications
Overview
Activities
Communication
Annual Business Awareness Session
Newsletters and Bulletin Boards
Writing an Employee Handbook
Resources
People
Facilities
Equipment and Materials
Information and Systems
Employee Workplace
Overview
Activities
Facilities Support Programs
Quality Employee Amenities
Housekeeping and Maintenance
Safety and Emergency Procedures
Resources
People
Information and Systems
Performance Benchmarks
Troubleshooting Guide
Appendix: Compensation Plans
How to Use This Appendix
Using the New Measurement and Compensation System
Suggested Pay Plans for Key Service Personnel
Suggested Compensation Plans for Key Sales Personnel
Suggested Compensation Plans for Key Parts Personnel
Suggested Compensation Plans for Key Business Office Personnel
Strategic Business Planning
Starting the Business Planning Process
Overview
Activities
Business Planning
GM's Dealer Assistance
Getting Started on Your Business Plan
Key Business Planning Consulting Activities
Resources
People
Facilities
Equipment and Materials
Information and Systems
Developing Business Plan Components
Overview
Activities
Developing a Plan for Key Sales Operational Elements
Developing a Plan for Key Service Operational Elements
Resources
People
Facilities
Equipment and Materials
Information and Systems
Conducting a Competitor Analysis
Overview
Activities
Identifying Major Competitors
Conducting a Competitive Analysis
Identifying Internal Operational Strengths
Resources
People
Facilities
Equipment and Materials
Information and Systems
Aligning Business Plans
Overview
Activities
Achieving Alignment with Structure
Achieving Alignment with Culture
Achieving Alignment with Mission
Achieving Alignment with Skills
Achieving Alignment with Systems
Resources
People
Facilities
Equipment and Materials
Information and Systems
Implementing Business Plans
Overview
Activities
Implementing Operational Changes
Using GM's FACTS 2.0/Compass Reports System
Using the Business Plan as a Management Tool
Monitoring Your Implementation Activities
Resources
People
Facilities
Equipment and Materials
Information and Systems
Forecasting and Budgeting
Overview
Activities
Analyzing Your Department's Potential
Conducting a Department Planning Meeting
Developing a Forecast and Budget Proposal
Considering the Variables
Planning for Alternative Scenarios
Integrating with the Dealership Plan
Monitoring Your Forecast and Budget Plan
Revising Your Forecast and Budget Plan
Using the Spreadsheet in CADAT
Resources
People
Facilities
Equipment and Materials
Information and Systems
Monitoring and Trend Analysis
Overview
Activities
Using Daily Quick-Reference Trend Reports
Using Month-End Trend Reports
Analyzing Performance
Resources
People
Facilities
Equipment and Materials
Information and Systems
Business Administration
Needs/Solutions Guide
Office Management and Administration
Overview
Activities
Office Management Practices
Information Systems Management
Facility Administration
Handling Outside Services
Community and Business Relations