automotive dealer management program

01 OVERVIEW

AUTOMOTIVE DEALER MANAGEMENT PROGRAM

02 PROGRAM OBJECTIVES


Disclaimer: The information in this brochure is correct at the time of production. Sewells reserves the right to make changes at its sole discretion.

© 2010 Sewells Group


Sewells Group275 Canterbury RoadCanterbury VIC 3126

Ph: +61 (0) 3 8809 [email protected]

AUTOMOTIVE DEALER MANAGEMENT PROGRAM AUTOMOTIVE DEALER MANAGEMENT PROGRAM

01 OVERVIEW02 PROGRAM OBJECTIVES03 THE PROGRAM04 FACILITATORS 05 INTERNATIONAL BEST PRACTICES06 MORE INFORMATION

Sewells is a dealer development agency specialising in enhancing the performance of franchised motor dealers through business management consulting; training and development interventions; outsourced network development services, financial and performance information, management and process tools, performance groups, and assessment services.

The University of Melbourne, Melbourne Consulting and Custom Programs (MCCP) is responsible for commercialisation of education services with particular focus on industry requirements. It designs,delivers, assesses, evaluates and confers customised award and non award professional development programs and professional services for industry. MCCP brings together the resources of the University of Melbourne and industry to meet the specific needs of business and government.

ANALYSIS EDUCATION DEVELOPMENT IMPLEMENTATION

Business Intelligence Systems

Automotive Dealer Management

Program (ADM)

Performance Groups Enterprise Performance

Reporting

Dealer Health Checks Departmental Leadership

Program (DLP)

Business Coaching Project Management

Benchmarking Management & Frontline Programs

Business & Marketing Planning

Product Launches

Mystery Shopping Financial Appreciation

Human Resource Consulting

Customer Satisfaction & Loyalty

Programs

PRODUCT & SERVICE FRAMEWORK

INTEGRATED SOLUTIONS

OUTSOURCED DEALER DEVELOPMENT SERVICESDelivering a business function or functions to a client, thus providing specialist or unique

expertise whilst reducing head count and other business implementation costs.

Sewells specialises in enhancing the performance of Automotive Dealers through an integrated approach, applying the products and services in this framework.

AUTOMOTIVE DEALER MANAGEMENT PROGRAMAUTOMOTIVE DEALER MANAGEMENT PROGRAM

Managing an enterprise with five distinct ‘lines of business’ is a challenge in itself. Throw in the three dimensional components of customer interest versus OEM interest versus shareholder interest and we emerge with a rather complex and intriguing business model called the modern car dealership. Now take these complexities and weigh up the investment in the business (capital employed) against the investment in the manpower charged with producing a return on this capital and we emerge with one of the most intriguing conundrums in the industry. It was a baker from Beechworth in Victoria, Tom O’Toole, whose concept of turning a small business into a thriving enterprise set tongues wagging in the region and ultimately across the continent who, when asked “what happens if you spend all this money training people and they leave…” retorted unhesitatingly, “what happens if I don’t train them and they stay!”

Doesn’t this sum it up so aptly … we HAVE to build skills and knowledge if we are to sustain our businesses and even thrive in an industry growing in demands from dealers, OEM’s and customers. In short, we have to invest in our key people. General Managers throughout the automotive industry have tended to ‘learn by the process of discovery’ and the consequences have often been horrendous. More and more the growing emphasis on new vehicle sales has ‘sucked’ our attention away from the ever shrinking contributions from our used car and parts businesses, placing immense strain on new vehicle levels and leaving dealers with a sense that the only area of profit opportunity lies in F&I and aftermarket. What a sorry indictment!

But is this a fact, or does it exist merely in the minds of those who would rather ‘hide behind the cloak of inopportunity’? My vast travels around the world, substantiated by the Sewells database of over seven hundred reporting dealers from various parts of the world, have revealed some interesting findings. The one that intrigues me most however, is the fact that, against the odds, high performing dealers continue to flourish on every continent. If you were to ask me for the differentiator, my answer would be simple … it’s all about balance. That’s what great dealers do … they mix their natural flare with the science of seeking out every available opportunity to exploit the range of potential in their businesses. It’s as simple as that!

The Automotive Dealer Management (ADM) program sets out to achieve this simple objective - balancing the elegance of high level education with ‘street-wise’ operational experience – balancing vehicle sales with fixed operations – balancing profitability with asset management – balancing customer demands with OEM demands - balancing the art of the game with science and balancing investment in capital resources with investment in the people resource. At last we have the makings of a high level, intensive Dealer Principal ‘apprenticeship’ program, where learners can thrive on the successes and lessons from some of the world’s most highly experienced and professional operators, academics and consultants.

It’s a wonderful recipe … here’s our invitation to you to get on board!

Paddy O’Brien CEO Sewells Group

The University of Melbourne extends a warm welcome for you to join the ADM program leading to the Professional Certificate in Automotive Dealer Management. This program is offered by Sewells in collaboration with The University of Melbourne.

The University of Melbourne, through the MCCP specialises in meeting the education and training needs of business, industry, government and professional associations. This program is an example of tailoring an award course to suit specific industry training and development needs.

At the University of Melbourne we have an unrelenting commitment to quality. The staff appointed to conduct the program will do everything they can to provide you with a learning experience that will stand you in good stead for the rest of your career and we will be interested to hear from you as to how well you think that objective has been achieved.

Danny SamsonAcademy CoordinatorMelbourne Consulting and Custom ProgramsUniversity of Melbourne

01 OVERVIEW




Sewells, in conjunction with the University of Melbourne, are pleased to offer the Automotive Dealer Management (ADM) Program.

This is a high level business management program aimed at developing future dealership leaders.

WHAT TO EXPECT

Highlights of the ADM program include:

• One hundred and fifty contact hours of intensive, focused management instruction (approximately 6 x 3 day blocks over 8 months)

• Leading industry and subject matter expert facilitators• Exposure to a unique line-up of guest speakers• Business visits, case studies and workplace assignments• Insight into international best practices• An opportunity to earn a Professional Certificate in Automotive Dealer

Management delivered and assessed by the University of Melbourne

ARTICULATION ARRANGEMENTS

Recipients of the Professional Certificate in Automotive Dealer Management will gain one subject credit, namely the leadership and management subject in the University of Melbourne’s Master of Enterprise degree course.

Students wishing to be assessed for the Professional Certificate in Automotive Dealer Management are required to be enrolled and assessed by the University of Melbourne. Students not wishing to enrol will still be exposed to the material delivered by the University of Melbourne but will not be assessed. As this is a University level qualification, students undertaking this part of the program are subject to the entry requirements for their University of Melbourne.

PROGRAM OBJECTIVES

The Professional Certificate in Automotive Dealer Management is designed to equip delegates with the know-how and the strategic tools to enable future dealership managers to successfully achieve a balanced approach to leading and directing automotive retail operations in a way that accommodates the three dimensional requirement of achieving optimum market penetration, providing exceptional levels of service and generating superior returns for the business.

Delegates will receive focused tuition and coaching from program facilitators and selected subject matter experts in areas such as:

• Leadership – getting optimal levels of performance from and motivating each member of the dealership team

• Finance – appreciating and interpreting financial data to positively impact on the ‘key drivers’ of the business

• Marketing and Sales – including new and used vehicles, parts and service• Fixed Operations – raising levels of contribution from the after-sales area• Systems and Processes – appreciating, refining and enhancing

business processes• Developing and implementing effective business plans and strategies• Creating and sustaining balance between profitability, throughput and

customer satisfaction• Exposure to global best practices



03 THE PROGRAM


WHO IS BEST SUITED FOR THE PROGRAM?

The ADM program’s leading-edge curriculum has been designed to accommodate current and future industry leaders. As positions on the program are limited, candidates will be selected against set criteria. Ideally candidates will possess a combination of experience and future potential.

Typically the program is aimed at delegates such as:

• Those who have reasonable automotive retail experience, particularly in departmental management• Those who have been identified as future general managers /

dealer principals• Family members of the owners• Current dealer principals wanting to further develop their skills• High potential individuals with automotive experience wishing to

gain an in-depth understanding of modern thinking in dealership management principles

INVESTMENT

The investment for the program is available on application.

The investment includes: course facilitation, training materials, workbooks, assignments, case studies, venue costs, lunch and morning and afternoon teas during contact days. Those accepted into the Professional Certificate in Automotive Dealer Management may be eligible to apply for the Commonwealth Governments FEE-HELP deferred loan scheme.

MODULE ONE: BUSINESS PERFORMANCE

MODULE TWO: DEALERSHIP MARKETING AND CUSTOMER RELATIONSHIP MANAGEMENT

Day 1 Department Management Considerations

Course introduction, the role of dealer management, fundamentals of dealership management, the rules of the automotive retail game, stakeholder considerations and expectations.

Day 2 Dealer Finance I Driving dealership performance, accounting fundamentals, analysing and interpreting business results, managing economic trends and strategic action planning.

Day 3 Business Planning I Introduction to business planning (mission, vision and objectives). Managing dealership profit centres - the F&I and aftermarket opportunities. Developing quality franchise relationships.

Key principles of Module 1: Business health, financial management and planning.

Day 1 Marketing Automotive marketing fundamentals, consumer behaviour, brand management, market segmentation, targeting and positioning, developing a portfolio management and segment development mindset

Days 2 & 3

Leadership Customer relationship management, driving customer loyalty, retention and satisfaction, customer equity and customer satisfaction measures, creatinga sustainable CRM strategy.

Key principles of Module 2: Managing the dealership marketing portfolio, understanding the strategic marketing process, driving customer satisfaction and loyalty.


MODULE FIVE: DEALER OPERATIONS

MODULE SIX: BUSINESS PLANNING

Day 1 Dealer Operations (Variable Operations)

Contemporary showroom management. Institutionalising, structuring and monitoring the sales process, managing the showroom floor and the sales team. Retail developments and industry trends. Creating and developing used vehicle strategies and opportunities.

Day 2 Dealer Operations (Fixed Operations)

Service management, process and fundamentals, repair order analysis, productivity and efficiency, scheduling, loading, warranties and service retention.

Day 3 Dealer Operations (Fixed Operations)

Parts management, inventory control, staffing and productivity, ordering parameters, parts marketing, merchandising, retailing and trade activities.

Key principles of Module 5: Managing dealership operations, understanding and implementing industry retailing strategies, managing departmental performance and gross profit.

Day 1 Business Planning II (Presentations)

Business planning, strategic planning, budgeting and cost analysis, dealership economics and influencing factors.

Days 2 & 3

Business Performance Management

Focuses on enhancing organisational performance through key metrics, customer loyalty and corporate culture.

Key principles of Module 6: Business planning and implementation strategies.

03 THE PROGRAM

MODULE THREE: LEADING THE DEALERSHIP OF THE FUTURE

MODULE FOUR: DEALERSHIP PERFORMANCE MANAGEMENT AND TEAM DEVELOPMENT

Day 1 Leadership Developing a performance based culture, leadership versus management, leadership styles and principles, managing people and teams, managing change.

Day 2 Decision Making Decision making in an uncertain environment. Dissecting complex factors impacting on the decision making process, understanding your risk taking profile.

Day 3 Dealer Visits This incorporates a field trip to a selection of renowned Australian dealerships.

Key principles of Module 3: Leadership, team building, problem solving and strategic decision making.

Day 1 Human Resource Management

Implementing a performance management system, assisting line managers to build and motivate the team, fundamentals of human resource management (selecting, recruiting, inducting, terminating, managing, disciplining and counselling).

Day 2 Performance Management

Training and developing the team, workplace training and assessment, skills audits, certification, coaching and mentoring. Occupational health and safety.

Day 3 Finance II Business health and benchmarking, mastering the key performance indicators that drive your business, asset management, budgeting and forecasting.

Key principles of Module 4: Performance management, team building, linking business objectives to HR strategy, driving financial performance.

04 FACILITATORS

AUTOMOTIVE DEALER MANAGEMENT PROGRAMfirm that manages training for a major manufacturer in Australia and New Zealand. David joined Sewells in September 2006. He is a strong facilitator with a ‘hands on’ approach and thrives on a fast paced and varied environment.

Roger StephensM MarketingAs principal of his own customer marketing firm, Roger’s core competencies and interests lie in customer relationship marketing, customer retention, loyalty, customer research and the development of customer handling and marketing strategies. His background with key clients such as Isuzu, Nissan, Ford, Iveco and Holden adds tremendously to the program.

Paul ClarkBefore joining the world of dealer consulting and training, Paul spent twenty-three years working in various roles in dealerships from sales through to general management. Within that time Paul qualified with a UAM in Dealership Management & Development and won several awards, including national number one sales person for a major manufacturer. Paul specialises in sales and management facilitation, product knowledge, process improvement and dealer health checks. He has taught extensively in Australia, New Zealand, South-East Asia, the Middle East and South Africa and has a reputation as an effective and highly communicative instructor. Paul is extensively sort after as facilitator both in Australia and overseas, and brings to the Sewells team a wealth of experience and expertise.

& Economics at Monash University and having headed up Ford Motor Company’s marketing research department in South Africa, Mike is a leading academic, facilitator, business consultant and automotive marketing authority. His global insights and ability to bridge the gap between academia and industry set him apart as a key member of the Sewells team.

George AustinHigher Dip. Manpower DevelopmentGeorge is a leading authority in the after-sales arena, having spent eighteen years with Toyota and having developed a number of strategic operational programs for parts and service managers in various locations around the globe. His interest and passion lies in the development of after-market teams and the optimisation of their contribution to dealer overheads and health.

David LowrieBBA Log (H), BS (H), Cert. IV in Workplace Training and Assessment, Cert. III Eng (Metal)David worked for 20 years in the transport and logistic industry in Australia and overseas. His final few years within this industry saw him take a greater role in a specialised business improvement capacity. This role focused on areas such as process improvement, best practice, technology and efficiency, project implementation and employee training and development. David was much sought after in this area for his strong leadership and his ability to think laterally when problem solving. In 2004 David moved into the automotive industry working for a consultancy

Dennis AndersonBComDennis has a Bachelor in Commerce degree with majors in Industrial Psychology and Business Economics, a post graduate Honours degree in Training Management as well as a Diploma in Labour Relations. He has worked in both retail and wholesale businesses including stints with an international automotive manufacturer and a large metropolitan. He is an Associate Member of the Institute of Personnel Management of South Africa. A key area of interest is in strategy development for training and development solutions addressing performance issues in the motor industry. His twenty years of diverse experience in the industry as well as formal studies, allows him to bring a unique perspective to performanceissues. Dennis has developed and conducted major parts training and development programs for a wide variety of clients in the industry. Numerous success stories have emanated from delegates attending these programs. He has facilitated five study tours to the American NADA convention. Dennis has been involved in research projects and the production of publications in the motor industry.

Guest speakers will conduct sessions covering a range of topics throughout the program, these include opportunities in F&I and aftermarket, capitalising on database management, coming to terms with dealer management systems, update on industry news and trends, perspectives on global manufacturing and franchising and impact of technology on the retail automotive industry.

Paddy O’Brien (BA, MBA)International experience and world-class credentials make Paddy a highly sought-after consultant, facilitator and industry commentator. He regularly addresses dealer conventions in Australia, New Zealand, South Africa, Malaysia and the United States of America. His ability to assist motor retailers to improve their businesses, coupled with his strong sense of devotion to the operational and financial aspects affecting dealership returns and profitability, place him at the top of his field.

Greg Strydom(BCom, MBA)Greg’s proficiencies and interests in performance improvement consulting, statistical business analysis and planning combined with his global experience with several major automotive brands allows him to add value on various levels. As part of the Sewells global team, Greg works with strategic clients, assisting them with performance enhancement initiatives, implementation of training strategies, new vehicle launches, customer satisfaction and business management initiatives. His insights and all-round skills add tremendously to the ADM delegate experience.

Kyle DickieKyle’s expertise and interest in the development of best practice showroom processes, dealership structures, marketing and prospecting systems for the retail motor industry make him a sought after consultant and facilitator. His outstanding ability to engage an audience combined with his recent experiences in setting up dealer development academies throughout Asia Pacific ensure his sessions are not to be missed.

Tony JewsonAs a facilitator, trainer and motivator, Tony has demonstrated his managerial and sales skills and knowledge in a variety of forums and to many companies with great success. His experience as a senior manager in sales, operations and people has been gained working within a number of industries and franchised networks where responsibility for sales and operational success was needed and subsequently proven. An entertaining presenter and trainer, he is able to involve and develop others in an innovative and exciting way.

Professor Danny SamsonB.Chem.Eng. (Hons.), Ph.D. (Management, Australian GraduateSchool of Management)

Danny specialises in leadership, management,production and operations management. Professor Samson has consulted to senior executives in most manufacturing industries and numerous service sector organisations during his academic career. He regularly provides industry and executive seminars and has participated in a number of committees and industry bodies including appointment as a member of Australian Manufacturing Council and the Commonwealth Government Industry Task Force on leadership and management. Professor Samson has conducted many short courses in engineering and manufacturing management, executive seminars in decision analysis, total quality management, logistics and statistical analysis.His research interest is in the competitiveness of organisations and the effective use of systems. Professor Samson is a member of the MCCP Academic Committee of the Academic Board of the University of Melbourne.

Professor Mike EwingB.Com (Natal), B.Com (Hons), M.Com, D.Com (Pretoria)As Professor of Marketing and Director of Research in the Faculty of Business


05 INTERNATIONAL BEST PRACTICE


A significant component of the ADM program is the ability to learn from the best. It is in this light that the program has been specially designed and tailored with the focal point on ‘International Best Practice’. It focuses on seeking out and learning from the best in the business.

The ADM program’s extensive line up of automotive operations consultants have experience in consulting and working in dealers in many countries across the globe. These consultants are at your disposal and are more than willing to share their global knowledge.

WORLD CLASS DEALER VISITS

The ADM program presents a unique opportunity for delegates to visit a selection of world class dealerships. This includes engaging with dealer principals and senior departmental managers as they share their business practices and what has driven them to be at the leading edge of the automotive retail game. From publicly listed dealer groups to highly successful family owned enterprises, these visits will be a highlight of the program.

CASE STUDIES

Business schools throughout the world use case studies to highlight and reinforce key business strategies. The ADM program is no different. Delegates will be exposed to a wide selection of ‘real world’ cases and will benefit immensely through the analytical and practical approach that will be adopted.

06 MORE INFORMATION

Sewells Group275 Canterbury RoadCanterbury VIC 3126

Ph: +61 (0) 3 8809 2790

[email protected]

www.sewellsgroup.com

Disclaimer: The information in this brochure is correct at the time of production. Sewells reserves the right to make changes at its sole discretion.

© 2010 Sewells Group