Project List


·             OEM Systems and Tools job aid development for use in all current Service Manager and Service Consultant ILT courses.

Roles:
 SME, Instructional Designer

·         Critical review of advanced level Service Management Case Studies course under development.

Roles:
 SME, Instructional Designer

·         Non-technical service personnel ILT course focusing on first service appointment’s impact on service retention and profitability. Content includes overview of manufacturer’s key systems/tools and their application throughout the service process.

Roles:
 Field Facilitator

·         Critical review and editing of first service appointment content for transition from break-out session to ILT field presentation. Development of workbook for use in ILT.

Roles: 
SME, Instructional Designer

·         Break-out session for OEM national Parts/Service field meeting related to first service appointment initiative. Topics include service processes and application of key OEM systems and tools.

Roles:
   Facilitator

·        Instructor-led and webinar training  for non-technical dealership service personnel (Service Advocates/Service Managers) and OEM Regional and District Parts & Service Managers on launch of flagship luxury sedan for US market. Materials include emphasis on responding to luxury buyer expectations, service process improvement to meet those expectations and training on key features/systems of the vehicle.

            Roles:  
Instructional Designer, SME, sole Pilot/Field Facilitator

·         Break-out session for OEM national Parts/Service field meeting related to launch of flagship luxury sedan in US market. Topics include luxury buyer expectations, leadership roles of field personnel in terms of internal teamwork as well as partnership with dealer body to ensure process improvement and facility enhancement. Workshop inspired development of full-day ILT (see above).

Roles: 
Instructional Designer, SME, Guest Speaker/Facilitator

·         Advanced ILT course on service selling techniques for Service Consultants and Service Managers. Topics include consultative/benefit selling, competitive pricing strategies as well as service drive best practices designed to increase common maintenance service revenue and customer retention.

Roles:  
SME, Pilot/Field Facilitator

·         Basic ILT course on service selling techniques. Topics include customer expectations, standardized process methods to improve walk around, status updates, documentation requirements and active delivery procedures for Service Consultants to maximize selling on the drive.

Roles: 
SME, Pilot/Field Facilitator

·         Advanced Service Management ILT course designed to teach managers how to analyze key performance indicators in order to assess and impact shop profitability with the use of performance-based activities. Such activities include emphasis on understanding of relevant KPIs, how to interpret KPI reports, goal setting and action planning.

Roles: 
SME, Pilot/Field Facilitator

·         Service Management ILT course emphasizing service merchandising and marketing at dealership level to increase service department sales and maximize revenue and competitiveness.  Tools include use of specialized marketing/demographic software to allow customized approach to target markets and discussion of effectiveness of marketing options such as direct mail, etc.

Roles: 
SME, Pilot/Field Facilitator

·         Break-out session for OEM national Sales Professionals meeting.  Participants comprised of top-performing Sales Professionals from dealer body.  Session Topic: Certified Pre-Owned and related discussion including sales and service department interface/processes, lease turn-back processes, pre-owned certification processes/marketing and future sales trends in Certified Pre-Owned market.

Roles: 
Guest Speaker/Facilitator

·         Presentation to Dealer 20 Meeting- Participants included Dealer Principals and General Managers from high-end luxury segment dealer body. Topic: Recruitment, Selection and Development Practices.  Demonstration of behavioral assessment instrument and its use during hiring process to maximize long-term employee retention and satisfaction. Discussion includes job modeling, report interpretation, ongoing staff development with emphasis on manager/employee communication.

Roles: 
Instructional Designer, SME, Speaker/Facilitator

·         Service Management course designed to assist Service Managers with service drive operations and related process best practices.  Includes discussions involving personnel management and departmental CSI responsibilities.

Roles:  
SME, Pilot/Field Facilitator

·         Service Management course designed to assist Service Managers with shop management skills including technician productivity/efficiency and shop capacity/utilization calculations.  Additional topics include technician personnel management from an HR perspective and matching leadership styles to employee competency/motivation levels.

Roles:  
 Field Facilitator

·         Service Consultant ILT course aimed at improving customer handling skills.  Discussion includes insight into customer dissatisfaction and related reactions.  Techniques are offered to minimize escalation of customer concern and methods to ensure successful resolution.

Roles:  
SME, Pilot/Field Facilitator

·         Service Consultant course focused on customer-facing skills as well as service drive best practices to ensure high CSI results leading to customer retention and referrals.  Discussion and activities revolve around customer expectations related to specifically identifiable contact points throughout the repair process.  Emphasis on accuracy of repair order writing skills and proper repair order documentation requirements.

Roles: 
 Field Facilitator