Managing the Service Department (MSD)
MANAGING THE SERVICE DEPARTMENT
This program is a supplement to Bicycle Repair & Overhaul (BRO), and enrollment is limited to those who are enrolled in Bicycle Repair & Overhaul. A qualifying questionnaire is required for enrollment in this class.
MANAGING THE SERVICE DEPARTMENT IN A NUTSHELL
This tutorial is designed for shop owners and managers to enable them to design their physical service department and service-department operating systems. This tutorial is indispensable whether setting up a service department from scratch or trying to breathe life back into a struggling one.
HOW LONG IS THE COURSE AND WHEN DOES IT HAPPEN?
The course is seven hours long, which includes about 4 hours of lecture and about 3 hours of computer labs. The lecture occurs on the Saturday in the middle of the BRO, and the computer labs occur on the Sunday in the middle of the BRO.
DO I NEED TO PURCHASE A TEXTBOOK?
No. A copy of The Service Manager System is included in the tuition price.
WHAT IS THE NATURE OF THE COURSE?
Managing The Service Department consists of three lectures, and three computer labs. Although proficiency with computers is not a prerequisite, the student is expected to have a willingness and enthusiasm to learn the use of computer-based management tools. Additionally, the student must understand that to use the course material in an actual shop, a computer and additional software is required (additional software cost is less than $75). For a better idea of the nature of the Service Manager System utilized in this course, take this tour.
WHAT DOES IT COST?
The $275 price for this program includes a copy of The Service Manager System. The System alone is regularly priced at $250.
WHAT SUBJECTS ARE COVERED?
- Floor plan design for a mechanic's work station
- Environmental design for the health and productivity of the mechanic
- Sources and choices for work-benches and parts storage systems
- Storage planning for boxed and assembled bikes
- Tool selection, arrangement, and maintenance
- Floor-plan concepts that optimize floor-space usage
- Setting an hourly rate on which to base repair charges
- Flat rates
- Setting up a production control system for efficient management of new-bike assemblies and repairs
- Quality engineering and control systems
- Managing replacement parts inventory
- Hiring mechanics
- Job descriptions in the service department
- Pay structures for mechanics and how they affect productivity and quality
- Managing mechanics
- Key sources for small parts and technical assistance from manufacturers
WHAT COMPUTER-BASED MANAGEMENT TOOLS ARE INCLUDED?
- The Base Hourly Service Charge Worksheet, which is a spreadsheet for calculating the optimum base hourly rate for repairs
- The Ultimate Flat Rate Chart, which is a fully editable 300-job spreadsheet consisting of job names, job descriptions, and job times that automatically prices all the jobs when the base hourly service charge is entered. It can be used as an onscreen tool, or can be printed as a book.
- The Productivity Log, which is a spreadsheet for logging mechanics work and calculating productivity rates for mechanics.
- The Production Schedule, which is a spreadsheet for scheduling mechanics and jobs.
- The Quality Manager, which is a two-part system consisting of a database for tracking error trends, and a set of editable checklists for the most common repairs and bike assemblies.
- The Parts Manager, which is a database tool for managing a replacement-parts inventory. This includes a list of recommended parts to be stocked for doing the most common repairs.
- The Tool Manager, which is a database tool for managing your tools, including purchasing and maintenance systems. This includes a prioritized list of the recommended tools for a fully-equipped service department.