Issue link: http://read.dmtmag.com/i/236097
The Walk That Improves the Work A Closer Look Two service strategies, including the Walk Around concept, can optimize service department performance and help increase profit BY ROSS ATKINSON Life in the service department is full of unknowns. A customer's equipment problem may start out as a simple belt replacement, but can quickly turn into a complete transmission rebuild. Once the issue is diagnosed, other challenges may arise. Do you have the right parts? Is an experienced technician available to make the repairs in a timely manner? What began as a one-day job could last weeks, ultimately affecting your entire service department. While there is no crystal ball to predict what a service department's future holds, there are tools to help dealerships make better-informed decisions, which can give them more control over their day-to-day activities. The Walk Around Process Some construction equipment and farm equipment dealers are now using a Walk Around Process to help improve service operations. It builds on the concept of "Management By 22 | www.cedmag.com | Construction Equipment Distribution | January 2014 Walking Around" (MBWA), which was introduced by electronics giant Hewlett Packard. The MBWA strategy encourages managers to set aside time to walk through their departments on a consistent basis and be available for impromptu discussions. One of the main benefits of MBWA was recognized by quality improvement guru W. Edwards Deming, who said, "If you wait for people to come to you, you'll only get small problems. You must go