Service Process Best Practices

Refining your internal process maps to create efficiencies, greater profitability and a better customer experience is the holy grail of your operations. Oftentimes, such improvements come from correcting problems your team runs into along the way and documenting new ways of running your business.

Your dealership, team members and customers would be even better served if you explored best practices and strategies that other dealers have tried and refined. These proven tactics, shared through such programs as MRAA’s Dealer Week, MRAATraining.com, and Dealership Certification, can quite quickly help strengthen your business.

Through the resources below, MRAA offers you several insights for how dealerships just like yours tackle specific problems and employ specific strategies and best practices to make their service departments stronger than ever. They are based on eight key steps in the service process.

Note: Each downloadable best practice document includes a link to a Thought Starter conversation that can help your team explore further solutions. Find that document here.

Service Process Mapping Insights

Bob McCann’s blog on building a service process map

Liz Keener’s blog on the importance of service process maps

Dealership Certification offers a detailed process map template for you to build from.

For more info on how to create a stronger service department, visit our page focused on improving Repair Event Cycle Times.

Step 1: Initial Inquiry

Step 2: Scheduling

Step 3: Write-Up

Step 4: Dispatch

Step 5: Parts

Step 6: Repairs

Step 7: Quality Control

Step 8: Detail and Delivery