FixedOps Performance

Most fixed operations problems do not arrive as large failures. They arrive as small repeated variances: a discount here, two-tenths of an hour there, a technician waiting on a part, an advisor who presents some recommendations and not others. This fieldbook is for dealer principals, general managers, fixed operations directors and service managers. It gives you two frameworks, the FixedOps Performance Loop and Management at the Gap, the Leakage Map that sorts losses into eight categories, the Variance Ladder that drills a groupwide variance down to the one repair-order line that explains it, and a ninety-day diagnostic-and-improvement playbook. It works through real numbers, dispatch boards and pay plans, with nine composite operator cases, and treats one rooftop, a small group and a large dealer group as different problems. If you want to coach the behavior behind a ratio instead of the ratio, start here.