7. Introduction 1.1 Profitable Service Operation is About… 1.2 Typical Perceptions About Service 1.3 4-Step Service Department Ladder 1.4 What Can be Achieved by Service 1.5 What it Takes to Turn Things Around
9. 1.1 Introduction Knowing your Market Market Size? Age Structure? Applications, Usage? Service Competition? Legislations, etc.? Potentials and Risks?
10. 1.1 Introduction Knowing Your Customers Support Requirements Opening Hours Location Training Their Expectations Others
11. 1.1 Introduction Listen To Your Customers Offer What They Need Follow Up Appreciate Their Business Under-Promise Care! Over-Deliver
12. 1.1 Introduction Background/Education Knowing your Staff Willingness to Learn Aspirations, Capabilities Attitude Capabilities, Needs and Aspirations Personality
13. 1.1 Introduction Master the KPIs Knowing your KPIs Know the Targets Gap Analysis Develop Action Plan Baseline, Gap Analysis Implement - Review
14. 1.1 Introduction Passion From Within Passion For Service Be Convinced Delegate Follow Up Appraise - Develop Motivate and Coach
31. 1.3 Introduction Step 1 Step 2 Step 3 Step 4 Major profit generator. Main driving force for unit sales. Involved in all major decisions about the business. Generating some profit from it. Not such a major problem area after all. Not losing money but still a problem area. Headache and a major cost, doesn’t contribute with anything.