Fixed Operations Metrics and Misc.

2. Common checklist process service uses to identify needed repairs.
7. Parts KPI measuring how often the correct part is available immediately for repair.
8. Total time it takes for a vehicle to move through a repair or reconditioning process.
12. Acronym for metric that measures customer satisfaction after service.
13. Percentage of overhead absorbed by service and parts gross profit.
14. _____ Percentage. The percentage of vehicle inspections done with customer present.
15. _____ Pay Labor Gross Profit %. The profit margin on customer-paid labor services.
16. Number of times inventory is sold and replaced over a period.
19. Work advised but declined by the customer.
23. The dealership employee who communicates between the customer and technician.
24. Service process designed for quick maintenance items like oil changes.
26. Average number of labor hours billed per repair order.
28. Document that tracks all work performed on a vehicle in the service department.
30. Service work billed back to the dealership, often for reconditioning used vehicles.
31. _____ Capacity. The maximum volume a service shop can handle.
34. Percentage of demand met immediately from inventory.

1. Account Funds used to satisfy customer issues not billed to warranty or customer.
3. Where technicians and customers go to request parts at the dealership.
4. _____ Efficiency. The measure of technician's hours produced versus hours worked.
5. _____ Percentage. The % of additional recommended work sold during visit.
6. The person responsible for diagnosing and repairing vehicles in the service department.
9. Value of unsellable or outdated parts.
10. _____ Order Performance. The measure of manufacturer fill rate on stock orders.
11. _____ to Labor Dollars Ratio. The ratio of dollars sold in parts vs. labor.
17. The process for prepping used cars for resale.
18. _____ Parts Gross Profit %. The profit margin on parts sold at retail.
20. Selling parts to outside shops or body shops at volume discounts.
21. Type of repair where the customer, not the OEM, pays for the service.
22. Presentation style that shows customers a list of recommended service options.
25. _____ Department Productivity. The overall output of the service team compared to capacity.
27. Revenue minus cost of goods sold, a key measure of service and parts performance.
29. Type of repair work covered by the vehicle manufacturer.
32. _____ Rate. The posted hourly labor rate for service work.
33. Actual labor revenue per hour billed.