Service Management in an Equipment Dealership - Keen, George M
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The service department is increasingly important in the equipment dealership, making your role more complex and challenging than ever before. Companies that are your customers have seen tremendous change in the past decade. Thousands have gone out of business, and those left have grown dynamically. As we go forward, there will be fewer and fewer decision-makers deciding who services these customers. Because of these changes, building a solid relationship with these companies will be vital to every dealership. Management contracts will be the norm, as customers outsource all functions that are…mehr

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Produktbeschreibung
The service department is increasingly important in the equipment dealership, making your role more complex and challenging than ever before. Companies that are your customers have seen tremendous change in the past decade. Thousands have gone out of business, and those left have grown dynamically. As we go forward, there will be fewer and fewer decision-makers deciding who services these customers. Because of these changes, building a solid relationship with these companies will be vital to every dealership. Management contracts will be the norm, as customers outsource all functions that are not part of their core businesses. The success of these long-term contractual relationships depends significantly on you and your department. The customer service you provide, the value of your services, and the cost and expense control you maintain will determine your dealership's success in the future.The purpose of this book is to prepare you for this opportunity and challenge. And the training and tools that go along with it. "Service Management in an Equipment Dealership" is a book that will help you professionally manage your dealership's service department. Our view of service and the service manager we present may differ significantly from how you currently view your position and department. In many dealerships, service has been considered a support function, not a profit center or department. Here, we argue that not only is service of increasing importance and satisfying customers critical, but also as a profit center. Generally, we use the term dealership for either a distributor or the dealership. Because of its increasing importance, examining service individually regarding efficiency, effectiveness, productivity, expense control, and profitability is vital. We have presented long-term objectives in several critical areas that you can use as guidelines for best practices. Your job will be to set short-term objectives based on your company's strategies and market.
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Autorenporträt
George Keen is a principal consultant and a recognized authority in operational excellence and strategic execution across the construction, materials handling, and agricultural equipment industries. His career is distinguished by an unwavering dedication to operational enhancements, training initiatives, and strategic development, making him an invaluable asset to businesses striving for the pinnacle of industry leadership.At the heart of George's expertise lies a focus on optimizing equipment sales, account management, and the operational dynamics of service, parts, and rental divisions. George is adept at devising performance management systems, compensation structures, incentive programs, and strategies for enhancing productivity and business turnaround.George's foray into consultancy is underpinned by a rich tapestry of experience that spans managing five retail hardware stores and dedicating a decade to software development within the lift truck sector. A pioneer in marrying technology with business operations, he played a pivotal role in the early adoption of computer systems for accounting and financial management during the digital transformation era of the 1960s and 1970s.His tenure as a consultant is marked by a forward-thinking approach to training and development, particularly through the deployment of internet-based training programs. These initiatives have disseminated industry knowledge and trends and significantly elevated employee performance and operational efficiency across North America, Europe, and Latin America.George's practical insights also stem from his tenures in a John Deere Agricultural dealership and a Caterpillar forklift dealership, which gave him a holistic understanding of dealership operations and customer service excellence.In response to the evolving industry landscape, particularly the challenges posed by the pandemic, George launched Wise Wolf Consulting, LLC. This venture is a testament to his commitment to supporting equipment dealers in achieving operational excellence, adaptability, and sustained growth, which are crucial in these times.George Keen's legacy is one of innovation, leadership, and an unrelenting pursuit of excellence, dedicated to propelling the equipment industry forward through his comprehensive expertise and visionary perspective.Testimonials from esteemed colleagues and clients underscore George's profound impact on individuals and businesses alike. Known for his resourcefulness, innovative thinking, and unparalleled service orientation, George possesses a unique insight into industry dynamics and culture. His mentorship and ethical standards have shaped careers, driven client success, and solidified his status as a trusted business partner and friend.