Advanced Dealer Management Program

AUTOMOTIVE DEALER MANAGEMENT PROGRAM

AUsTRALIA

Enhancing Retail Performance

AUTOMOTIVE DEALER MANAGEMENT PROGRAMEnhancing Retail Performance

01 OVERVIEW

02 PROGRAM OBJECTIVEs

03 THE PROGRAM

04 FACILITATORs

05 INTERNATIONAL BEsT PRACTICEs

06 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, school of Melbourne Custom Programs 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. The school brings together the resources of the University of Melbourne and industry to meet the specific needs of business and government.


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 three thousand, eight 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 for 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 school of Melbourne Custom Programs 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 sAMsONAcademic Coordinatorschool of Melbourne Custom ProgramsUniversity of Melbourne


2 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

1 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 ExpectHighlights of the ADM program include:

• One hundred and fifty contact hours of intensive, focused management instruction (approximately 6 x 3 day blocks over 12 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 issued by the University of Melbourne

Articulation ArrangementsRecipients 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 the University of Melbourne.


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

• High potential individuals with automotive experience wishing to gain an in-depth understanding of modern thinking in dealership management principles

• Current dealer principals wanting to further develop their skills

Module One:

Module Two:

Day 1Department 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 Finance I Driving dealership performance, accounting fundamentals, analysing and interpreting business results, managing economic trends and strategic action planning.

Day 3 LeadershipDeveloping a performance based culture, leadership versus management, leadership styles and principles, managing people and teams, leading from the front.

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

Day 2 CRMCustomer relationship management, driving customer loyalty, retention and satisfaction, customer equity and customer satisfaction measures, creating a sustainable CRM strategy.

Day 3Culture & Change Management

How culture is shaped and driven by dealer management teams, change management – how to implement a change management strategy.

3 THE PROGRAM

InvestmentThe 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.


Day 1Franchise/Brand/Legal Considerations

The franchisor / franchisee partnership, expectations of brand representation, legal franchise and business management considerations.

Day 2International Best Practice

Global trends and leading practices. What’s working and how to get ahead of the game

Day 3Cultural Due Diligence

Theoretical and practical considerations of the cultural due diligence framework. Cultural due diligence driving organisational effectiveness.

Day 1 Decision MakingDecision making in an uncertain environment. Dissecting complex factors impacting on the decision making process, understanding your risk taking profile.

Day 2Full Dealership Case study

Applying theory in practice – working case study of an actual dealership, group presentations and action planning.

Day 3Business Plan Presentations

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

Module Four:

Day 1Human Resource Management

Training and developing the team, workplace training and assessment, skills audits, certification, coaching and mentoring. Occupation health and safety. Legal rights and obligations.

Day 2Performance Management

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

Day 3 HR Case studyPeople management and culture. Emphasis on developing and retraining the right skills in the dealership.

Day 1 Finance 2Business health and benchmarking, mastering the key performance indicators that drive your business, asset management, budgeting and forecasting.

Day 2 Variable OperationsContemporary 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 3 Fixed Operations

service management, process and fundamentals, repair order analysis, productivity and efficiency, scheduling, loading, warranties and service retention. Parts management, inventory control, staffing and productivity, ordering parameters, parts marketing, merchandising, retailing and trade activities.

Module Three: Module Five:

Module Six:


4 FACILITATORs

PADDy O’BRIEN 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 sTRyDOMGreg’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.

ERROL FERNANDEsErrol’s ability to challenge participants on what is best practice is well documented. With over ten years consulting experience in commercial vehicles; Errol’s insights into how best to address current challenges faced by business owners and managers, keeps him constantly in demand.

PROFEssOR DANNy sAMsONProfessor Danny samson specialises in leadership, management,production and operations management. Danny 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.

PROFEssOR MIkE EWINGAs Professor of Marketing and Director of Research in the Faculty of Business & 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.

TOMM sTANLEyTomm has held international management roles in aftermarket, manufacturer and dealership organisations as diverse as General Motors, Hyster Forklift, Caterpillar and the Us Antarctic Program. Having over 25 years experience in the automotive industries and specialising in Parts and service Department Operations, Tomm also works at a strategic level assisting companies with planning; from long range corporate plans to departmental business and marketing plans.

DAVID LOWRIEDavid 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 firm that manages training for a major manufacturer in Australia and New Zealand.

ROGER sTEPHENsAs 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.

PROFEssOR BRyAN LUkAsProfessor Bryan Lukas is one of Australia’s leading marketing experts. He is accredited as a Certified Practicing Marketer (CPM) by the Australian Marketing Institute. He is also an Associate Fellow (AFAMI) of the same institute. Bryan regularly provides executive seminars to senior managers. He has consulted to firms in many industries and his expertise has been relied on numerous times in marketing-related litigation.


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.

Optional 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 selection of ‘real world’ cases and will benefit immensely through the analytical and practical approach that will be adopted.

LyNNE HAyWARDLynne has been training for 25 years and specialises in Writing skills, Customer service, Performance Management, Leadership and Presentation skills. she has a wealth of information in her speciality areas and can tailor thatinformation relative to the level of the group to which she is training. she believes that training should be fun and interactive as well as full of practical content and strategies to implement back at work. Using only examples from the organisation increases the relevance and interest of the training, and the transfer of the principles back to the workplace.

PAUL QUILLIGANPaul’s 35 year career began with 12 years in the Army, commencing as an apprentice motor mechanic and graduating from the Royal Military College, Duntroon, as an Army Officer. After leaving the Army, Paul became a service Manager in several automotive dealer franchises and eventually a fixed Operations Manager. Paul then pursued a career in the Transport and Logistics industry as General Manager of a national company. since 2002, Paul has worked independently training and developing skills of automotive employees in fixed operations and transport consultation. Paul is passionate that fixed operations underpins all successful dealerships.

ALAN BLACkBEARDAlan spent 20 years in the McCarthy Motor Holdings Group in south Africa, being promoted through the ranks to Divisional Financial Director, and then spending the last few years as Dealer Principa. Alan’s extensive experience and proven hands on approach has resulted in a rather unique package, someone who understands the high level strategies, tactics and policies necessary to drive a successful motor business, but most importantly also knows the inner workings of the business. He understands financial accounts, can readily identify profit opportunities or weaknesses, and is able to drill down to the root causes issues.

ALAN syERAlan started his career in the motor trade in 1980 selling used cars in Parramatta, NsW. Over the next 10 years, he went on to General sales Manager then General Manager concentrating of Used Cars and F&I. In 1990, Alan joined a dealership which was unprofitable and moved from General Manager to Dealer Principal. Within 2 years this dealership became Australia’s most profitable. In 2000, Alan moved to A P Eagers which was then the largest car retailer in Australia, turning over $700 million p.a. Alan commenced as the Chief Operating Officer, with a share price of $3.56. When Alan left 4 ½ years later the share price of $8.20. During this time, A P Eagers had $1.2 Billion turnover per annum and employed 1800 people. since 2005, Alan has been running his own consultancy working with dealers and manufacturers alike in their pursuit of a world class dealership operating environment.

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.

5 INTERNATIONAL BEsT PRACTICE

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

© 2012 Sewells Group

275 Canterbury Road, Canterbury VIC 3126

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

Advanced Dealer Management Program

Automotive

Transcript of Advanced Dealer Management Program