Service Foresight Dealership Service Capacity Management Tool

User Training Guide

Prepared for

Audi of America

Powered by Aftersales IQTM Platform

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Table of Contents 1. Overview ................................................................................................................................... 3

2. Navigation ................................................................................................................................. 4

3. Dashboard ................................................................................................................................. 6

4. Profile ........................................................................................................................................ 9

5. Planning .................................................................................................................................. 19

5.1. Capacity Forecast .................................................................................................................... 19

5.2. Scenarios ................................................................................................................................. 22

5.3. Action Plans ............................................................................................................................ 25

5.4. Customer Pay (CP) Labor Hour Objectives............................................................................ 29

6. Analytics ................................................................................................................................. 31

6.1. Service Effectiveness .............................................................................................................. 32

6.2. Performance Analysis ............................................................................................................. 33

7. Help and Support .................................................................................................................... 36

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1. Overview In today’s challenging and competitive environment, it is critical that dealers provide

vehicle owners superior service experience in order to retain and capture their loyalty

towards the brand. With Audi’s growing vehicle volumes, it is imperative that dealership

service department must plan for service capacity in line with future customer demand.

To that end, Service Foresight is a workshop capacity planning tool which leverages big

data platform and algorithms to forecast dealership’s service capacity needs. Using dealer

specific historical and forecasted demand and supply drivers, the platform predicts resource

requirements over a 5-year planning period. In particular, Service Foresight equips dealers

with tools to understand, assess and plan current and future workshop production capacity

to meet the growing demand. The end goal is to help dealers’ retain customers and grow

parts and service revenue and profitability. This is critical

The key objectives of the Service Foresight include:

Ability to capture detailed dealership service profile including parts, service, staff,

tools, etc.

Leverage both dealer specific variables (operational efficiency, service effectiveness,

etc.) and vehicle model level specific activity drivers to forecast current and future

workshop capacity o Based on retail planning volume over 15-Year Vehicle-in-Operations

o Incorporates both real-time repair order data and manual data/feeds from dealers

and Audi of America

o Using algorithms to model current and future capacity needs

o Forecast number of techs and stalls dealer will need to match future years’ projected

demand

Scenario modeling to examine changes on operational efficiency and their impact on

to current capacity statistic

Tools to plan and track implementation capacity enhancements

Performance reports with benchmarking at National, Regional, Sub-Area level

In the end, Service Foresight allows dealers to adjust physical capacity metrics such as

number of technicians/service advisors, technician available hours and stall numbers, to

match projected service lane traffic.

This purpose of this user guide is to provide the user with information on how to use

Service Foresight Tool including key features and functionality. Additionally, it will serve

as a reference for key definitions, calculations, data sources, etc. used by the tool.

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2. Navigation Navigating Service Foresight tool is easy and intuitive.

Notification bar appears on each page and provides the status of key workflow

items related to capacity management. Hovering over notification icons reveals the

description of the icon. Also clicking icons, the user is taken to selection action.

Navigation bar appears on each page, providing a broad selection of actionable

menus (and sub-menus) including Dashboard, Profile, Planning and Analytics. By

simply clicking the desired menu (or sub-menu), the user is taken to the selected

page/report.

Search Bar appears on selective pages and provides users with an ability to filter

the results on the page. The options in the search will vary depending upon the

context of the action.

Notification Bar:

Profile: This icon shows the status of profile workflow. For more information, refer

to Profile section of this guide.

Notifications: This icon shows active notifications that the user have. From

time to time system notifies users about specific actions or insights.

Action Plans: This icon shows active actions plans that the dealer has and

their status. For more information, refer to Action Plans section of this guide.

Help: This icon navigates users to help page including this training guide.

: This link navigates the users to the support page which can

be used to send emails for any additional queries.

: This icon provides contextual page-level help.

Logout: Click this link to log out of the portal.

Welcome: Display user name and other pertinent credentials.

Hometown Audi: Dealership name and code, always visible on each page.

Export Icons: Every report/screen has PDF and/or Excel export options.

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Navigation Bar:

Dashboard: Provide an overview of key performance metrics related to capacity

management and customer pay business

Profile: Clicking this menu navigates the user to the Profile page where dealers can

enter details in their workshop production capacity and tools.

Planning: Hoovering over this menu brings up drop down options to navigate user

to various planning modules within the portal

Analytics: This menu brings up various performance reports available to dealer to

monitor their service business

Search Bar:

Each page will have a search bar with various options to filter the results within the

screen. Filters within the search bar are report specific and change as per the actions

allowed in the report.

The icon allows the search bar to stay expanded displaying all filter options. This

is the default state.

The collapse icon hides the search filters in the search filter

This icon allows user to pin the search bar which restricts the expand/collapse

feature

This icon collapses the search bar while bringing up a report. The User can later

pin the search bar by clicking on this icon again.

Clicking on this icon provides a calendar drop down to select year month for the

time fence.

This icon executes filters and refreshes the report based on selected filters.

This icon clears all the filters selected and resets to default options,

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3. Dashboard The Service Foresight Dashboard provides an “at a glance” overview of key performance

metrics related to dealer’s service performance. In particular, it highlights dealership

performance in the following areas:

Capacity

Service Effectiveness

Labor Hours Objective Achievement

Sales Performance

Customer Satisfaction

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Capacity

This section provides an overview of the capacity forecast for future years (5-Year)

highlighting number of technicians and stalls required. The forecast is based on a variety

of drivers/parameters specific to dealership past performance and current capacity profile.

Red Bars: Displays the number of technicians required for future years.

Grey Bars: Displays the number of stalls required for future years

For more information, refer to the report “Capacity Forecast” under planning section.

Service Effectiveness

This section provides an overview of dealership’s Service Effectiveness, which is defined

as % of Vehicles in Operations (VIO) within dealer’s Primary Area of Influence (PAI) with

at least one Qualified Customer Pay RO in last 12 months.

The Line Chart displays Service Effectiveness for 1-15 Vehicle Ages for the selected month

in the search bar.

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Performance

This section provides an overview of dealership’s key Customer Pay performance metrics:

RO Counts: Count of CP repair orders for the selected time fence (year-month).

Service Effectiveness: % of vehicles in operation within Dealer’s primary area

of influence serviced by the dealer over the past 12 months.

$ Sold: Total parts and labor dollars sold on Customer Pay repairs.

$ sold per RO: Average parts and labor dollars sold Customer Pay Repair

Order.

Hours Sold: Total hours sold/billed on the Customer Pay repairs.

Hour Sold per RO: Average hours sold/billed on the Customer Pay Repair

Order.

$ Sold per Technician: Average parts and labor dollars sold for Customer Pay

repairs per technician.

$ Sold per Stall: Average parts and labor dollars sold for Customer Pay repairs

per stall

Customer Satisfaction

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This section provides an overview of dealership’s key customer satisfaction metrics based

on Audi Insight Survey.

CSI YTD: Customer Satisfaction Index score for the whole dealership.

FRFT YTD: First Right First Time score for the whole dealership.

Days Wait YTD: Average number of days the customer has to wait to get an

appointment at the dealership for service needs

Red Bars: Provides monthly CSI trends for past 12 months

Labor Hours Objective Tracking

This section provides an overview of dealership’s Labor Hour Objective performance by

comparing actual labor hours sold against the objective. The trends include month over

month comparison and year-to-date comparison.

For more details on Customer Pay Labor Hours Objectives, refer to CP Labor Objective

Report under the Planning module.

4. Profile The profile allows dealers to enter and

maintain information related to their

dealership’s service production capacity as well as service lane processes and staff. The

information is organized into various modules as outlined below.

General Information: Captures information about dealership address and contacts

and also allows to upload photos of dealership service drive and waiting/amenities

area.

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Stalls: Captures data around stall/bays in the service drive including work stalls,

alignment racks, and car wash bays

Staff: Captures information on dealership service employees including current

and future (seeking)

Hours of Operations: Captures information about technicians and service advisors

shift hours as well as dealership’s hours of operations for parts, service and sales

department

Parts Department: Captures information on parts department processes

Others: Captures information around technology tools, space available and tire

storage

Each input field comes populated with default value but dealers are expected to update

the information with their pertinent data. Dealers must click “Save” to save their profile

data.

Profile Lifecycle

It is imperative that dealers must keep their profile data current and accurate on regular

basis. The platform provides various mechanisms to facilitate this.

Quarterly Reminder: At the beginning each quarter, the system will generate a

reminder notification to the dealer to update the profile.

AASM Approval: Every update to the profile must be reviewed and approved by

AASM. The dealer must submit their changes for

AASM approval by clicking "Send to AASM"

within 10 business days of their update.

Profile Status Notifications: System provides

various alerts in the notification bar to indicating

the action that is required by the dealer to keep their profile updated:

o : Indicates that profile needs update by the dealer

o : Indicates that profile must be sent to AASM for approval

o : Indicates that profile is waiting for AASM approval

o : Indicates that profile is confirmed

The sections below provides details on each module of the profile.

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Module: General Information

Captures information about dealership address and contacts and also allows uploading

photos of dealership service drive and waiting/amenities area.

Address

Dealer Name: Official name of the dealership. The field is read only and pre-

populated.

Dealer Code: Unique code assigned to

the dealership by Audi. This field is

read-only and pre-populated.

Region: Audi Region to which

dealership belongs. The field is read only

and pre-populated.

Area: Audi Area to which dealership

belongs. The field is read only and pre-

populated.

Street, City, Zip: The address details of

the dealership

Key Dealer Contacts

Service Manager: Dealership Service

Manager name

Service Manager Dealership Service

Manager email

General Manager: Dealership General

Manager name

Parts Manager: Dealership Parts Manager name

Dealer Principal: Dealership Principal name

Key Field Contacts:

AASM: Area Aftersales Manager for the dealership. The field is read only and pre-

populated.

AASM Email: Area Aftersales Manager Email. The field is read only and pre-

populated.

RASM: Regional Area Aftersales Manager for the dealership. The field is read only

and pre-populated.

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RASM Email: Regional Area Aftersales Manager email. The field is read only and

pre-populated.

Photo Uploads:

Service Drive: Upload photos related to service drive in this section.

Waiting Area/Amenities: Upload photos related to waiting area/amenities in this

section.

Module: Stalls

Captures data around stall/bays in the service drive including work stalls, alignment

racks, and car wash bays.

Work Stalls

Number of Actual On-Site Stalls: Number of stalls dedicated for Audi vehicles in

the dealership’s location

Number of Actual Off-Site Stalls: Number of stalls dedicated for Audi vehicles

outside dealership’s location

Number of Waiter Stalls: Number of Audi Waiters stalls available in the

dealership.

Number of Executive Service Stalls: Number of Audi Executive Service Stalls

available in the dealership.

Total Stalls: This field is

read-only and shows the

sum of all the stalls available

in the dealership. The sum

will populate automatically

when the user enters

Number of Actual On-Site,

Number of Actual Off-Site,

Waiter's Stalls and Executive

Service Stalls.

Number of Potential Work

Stalls: Number of Potential

stalls that are available for Audi Dealership which is used for Stalls.

Alignment Racks

Number of Alignment Racks: Number of wheel alignment racks with lifts

available in the dealership for Audi vehicles.

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Car Wash Bays

Automated Car Wash: This field allows users to select an option for Automatic Car

Wash installed in the dealership. If the user selects "No" then automated Car Wash

Type Field will be disabled automatically.

Automated Car Wash Type: Select the type of car wash system available. Choose

one of the three options - Chain Drive, Drive Thru pull or Drive In.

Number of Car Wash Bays: Number of Car Wash Bays available in the dealership

at present.

Number of Detail Bays: Enter Number of Detail Bays available in the dealership at

present.

Module: Staff

Captures information on dealership service employees including current and future.

Employees

Number of Technicians: Number of Full-time, Part-time and Audi Assist

Technicians working in the dealership. Include all technical types (except Foreman)

Number of Service Advisors: Number of Full-time and Part-time Service Advisors

working in the dealership.

Number of Foremen: Number of Full Time and Part Time Foremen working in the

dealership.

Number of Apprentice

Technicians/Helpers:

Number of Full-time

Apprentice/Helpers

working in the

dealership.

Number of Cashiers:

Number of Full Time

and Part Time Cashiers

working in the

dealership.

Number of Valets/

Porters/ Waiters: Number of Full Time and Part Time Valets/ Porters/ Waiters

working in the dealership.

Seeking Employees

Number of Technicians: Number of Full-time, Part-time, and Audi Assist

Technicians that the dealership is planning to hire in future.

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Number of Service Advisors: Enter Number of Full-time and Part-time Service

Advisors that the dealership is planning to hire in future.

Number of Foremen: Enter Number of Foremen that the dealership is planning to

hire in future.

Number of Apprentice/ Technicians/ Helpers: Enter Number of Full-time

Apprentice/ Helpers that the dealership is planning to hire in future.

Number of Cashiers: Enter Number of Full Time and Part Time Cashiers that the

dealership is planning to hire in future.

Number of Valets/ Porters/ Waiters: Enter Number of Full Time and Part Time

Valets/Porters/Waiters that the dealership is planning to hire in future.

Module: Hours of Operation

Captures information about technician, service advisors, and foremen shift hours as well

as dealership’s hours of operations for parts, service and sales department

Dealership Hours

Showroom Hours: Captures the hours of

operation for the Sales Department in the

dealership. Users can select Open and Close

hours from Monday-Sunday. Select ‘closed’ for

non-working days

Parts Department: Captures the hours of

operation for the Parts Department in the

dealership. Users can select Open and Close

hours from Monday-Sunday. Select ‘closed’ for

non-working days

Service Drive: Captures the hours of operation

for Service Drive in the dealership. Users can

select Open and Close hours from Monday-

Sunday. Select ‘closed' for non-working days

Number of Services and Parts closed days in

a year: Enter the number of days the

dealership is closed including public holidays

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Employee Work Hours

Technicians:

o Shift Hours: Enter the total number of shift hours a technician can work for

each day in the

week. Enter ‘0’ if

there is no

technician’s shift for

the day. You can

also enter partial

hours (e.g. 2.5

hours)

o # Employees: Enter

the total number of

technicians

available to work

for each day in the

week. Enter ‘0’ if

there is no

technician’s shift for the day. Also, you can enter part-time or partial

employees (e.g. 3.3).

o Work hours: Displays the total available work hours for technicians per day.

This field is pre-calculated by multiplying shift hours with # of Employees

for each day and is read only

o Total Work Hours: Sum of technicians work hours from Monday-Sunday.

This field is pre-calculated and read-only.

o First Tech In: Select the start time of technician’s first shift for the day. Select

‘Closed’ if technicians does not work on a particular day

o Last Tech Out: Select the end time of technician’s last shift for the day. Select

‘Closed’ if technicians does not work on a particular day

Service Advisors:

o Shift Hours: Enter the total number of shift hours a service advisor works

for each day in the week. Enter ‘0’ if there is no service advisors’ shift for the

day. You can also enter partial hours (e.g. 2.5 hours).

o # Employees: Enter the total number of service advisor who works for each

day in the week. Enter ‘0' if there is no service advisor shift for the day. Also,

you can enter part-time or partial employees (e.g. 3.3).

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Foremen:

o Shift Hours: Enter the total number of shift hours a foreman works for each

day in the week. Enter ‘0' if there is no foremen's shift for the day.

o # Employees: Enter the total number of foremen who work for each day in

the week. Enter ‘0’ if there is no foremen’s shift for the day. Also, you can

enter part-time or partial employees (e.g. 3.3).

Module: Parts Department

Captures information on parts department processes

Parts Storage Information

Maintenance Packaged Parts: Select this if your dealership uses Maintenance

Packaged Parts process in the service lane.

Pre-Pulled Parts: Select this if your dealership uses Pre-Pulled Parts process in the

service lane.

Parts in Bay: Select this if your dealership uses Parts in Bay process in the service

lane.

Parts Delivery in Bay: Select this

if your dealership uses Parts

Delivery in Bay process in the

service lane.

Electronic Technician Parts

Request: Select this if dealership

uses Electronic Technician Parts

Request.

Module: Others

Captures information on technology tools, space available and tire storage

Space Information

Loaner Cars: Enter the number of Loaner cars available in the dealership for

customer's use.

Parking Spaces:

o Service Parking Spaces: Parking spaces allotted for Service Drive activities

including customer parking, cars currently being worked on, etc.

o Retail Parking Spaces: Parking spaces allotted to for sales department

o Employee Parking Spaces: Parking spaces allotted for employees

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Area (SQ FT) Information: Enter the total area available (in square feet) for the

following:

o Workshop

o Parts

Department

o Service

Reception and

Waiting Area

o Accessory Parts

Boutique

Service Lane:

o Number of

Service Lanes:

Enter the number of Service Lanes currently available in dealership

o Service Lane Capacity: Enter the length and width of each service lane in car

length measurement. In case of service lanes being of different car lengths,

enter the measurement of largest available service lane

Customer Waiting Area Seats: Enter the number of seating spaces available for

customers to sit in both service drive and sales department

Technology Tools

Online Scheduling Tools: Select ‘Yes’ if an online system is used by customers to

schedule work in dealership

o If you have selected ‘yes’, select the vendor/system that provisions the online

scheduling tool

In case the

vendor/system is

not available in

the list provided,

choose ‘Others’

and enter the

name

Multipoint Inspection: Select

‘Yes’ if multipoint inspection is

done in the dealership

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o If you have selected ‘yes’, select the type of multipoint inspection (digital or

paper based)

If you have selected ‘digital’, then select the vendor/system who

provides the service

In case the vendor/system is not available in the list provided,

choose ‘Others’ and enter the vendor name

Select ‘Yes’ if the selected/entered vendor/system is same for

service and workshop. Otherwise, select ‘No’

Technologist: Select ‘yes’ if a technologist is available in dealership to answer

customer’s questions

Mobile/Handheld Devices:

o Select ‘yes’ if mobile/handheld devices are used in both Service Drive and

Workshop

If you have selected ‘yes’, select the vendor/system who provides the

system. In case the option is not available in list, select ‘Others’ to

enter the service provider name

If you have selected ‘yes’, select the device type used. In case

the option is not available in list, select ‘Others’ to enter the

device name

RFID: Select ‘yes’ if radio-frequency identification (RFID) is used in dealership

DMS Provider: Select the Dealer Management System (DMS) used in the

dealership. In case the option is not available in list, select ‘Others' to enter the

service provider name

Tires

Tire Carousels: Select ‘Yes’, if Tire Carousels are available in the dealership

Tire Storage:

Select ‘Yes’, if

tires are

stocked in the

dealership

Number of Tire Mounting Machines: Enter number of Tire Mounting Machines

available in dealership

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Number of Wheel and Tire Balancers: Enter number of Wheel and Tire Balancers

available in dealership

DRSG: Select ‘Yes’, if Dynamic Retail Selling Guide (DSRG) is used in the

dealership

5. Planning

5.1. Capacity Forecast Service Foresight leverages big data

platform and algorithms to forecast

dealership’s service capacity needs. Using

dealer specific historical and forecasted

demand and supply drivers, the platform

predicts resource requirements over a 5-

year planning period. Below is a high-level

overview of the capacity forecasting

methodology.

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The 5-Year capacity plan, including various drivers of the capacity, is provided in the

Capacity Forecast report as shown below.

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Below are the key metrics that are provided as part of the Capacity Forecast:

- Trends Cycle VIO: Forecasted Vehicles in Operation for the dealership based on

internal Audi reporting as opposed to PAI-based VIO.

- Trend Cycle %: This measures the % of dealership Trend Cycle VIO (as opposed to

PAI-based VIO) that had least one service visit at the dealership in last 12 months

- VINs Serviced: Forecasted VINs to be serviced at the dealership for Future years

- RO per VIN: Average Repair Orders per VIN used in the capacity forecast

calculations. This is based on dealership’s historical 12 repair order history and is

assumed to be constant for future years.

- Hours per RO: Average Hours per Repair Order used in the capacity forecast

calculations. This is based on dealership’s historical 12 months repair order history

and is assumed to be constant for future years.

- Hours per Technician: Average Hours per Technician productivity. This is based

on dealership’s historical 12 repair order history and is assumed to be constant for

future years.

- Hours per Stall: Average Hours per Stall productivity. This is based on dealership’s

historical 12 repair order history and is assumed to be constant for future years.

- Sold Hours: Total labor hours forecasted to be sold in future years.

- Technician Required: # of Technicians needed for future years

Red: Indicates that current technician capacity is lower than future need

Yellow: An indicator to dealer to get ready for future year's technician needs

- Stalls required: # of stalls needed for future years

Red: Indicates that current stall capacity is lower than future need

Yellow: An indicator to dealer to get ready for future year's

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5.2. Scenarios Scenarios provide dealers a “what-if”

analysis tool to assess the impact of various

resource and demand assumption on current

and future capacity plans. Dealers can create

and save multiple scenarios while tweaking

specific production and/or demand

parameters for current and future planning

years.

Below is an overview of the Scenario Planning tool.

Some of the key features of the tool include:

Multiple Scenarios: Users can create, load and save multiple capacity planning scenarios

to model different production and demand parameters

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Production Capacity Parameters: Users can

model different shift capacities by changing

the number of Tech, their daily Shift Hours

and over Technician Efficiency. The dealer

can set these parameters to desired value

and can simulate future state capacity needs.

Tip: Both Techs and Shift Hours can be entered

as fractional values. This allows users to simulate

part-time shifts as well.

Tip: Change Technician Efficiency if you

anticipate workshop processing improvement.

Demand Variables: This section gives the

user an overview of the key demand drivers

that the simulator uses to forecast future

capacity requirements. The user can select

the future planning year and simulator will

automatically calculate the impact on

capacity requirements as well production

outputs.

Note: Service Foresight pre-calculates various

parameters specific to the dealership for the

simulator by Vehicle Age, including future

Vehicles in Operation (VIO), Trend Cycle

Effectiveness, ROs per VIN, Hour per RO, etc.

Note: Trend Cycle Effectiveness is the measure of

how much service volume is expected at the

dealership.

Users must click this icon to update

simulation results after tweaking any the simulation parameters.

Technician Efficiency:

Labor Hours Sold / Available Tech

Hours, Averaged Over 12 Month

Time Fence

Trend Cycle Effectiveness:

The % of VIO in Dealership PAI

that visited Dealer for ANY service

work in last 12 months

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Scenario Outputs:

This section provides

outputs of the scenario

modeling.

These outputs are populated

once the user clicks Run

Scenario icon.

Capacity Required:

Identifies key assets dealer

will need to meet the

forecasted demand: Technicians, Stalls, Service Advisors, Average Shift Hours per

Production: Shows select production and sales KPIs for the modeled scenario: RO

Counts, Hours Sold, Hours per RO, Hours per Tech, Hours per Stall, Labor $ Sold

Scenario Management

- Users can save the scenario for future reference by clicking “Save” button.

- Entering the name of a previously saved scenario and clicking on the “Load” button

will load the saved scenario.

- “New” button will clear the current scenario and allow user to create a new

scenario

- “Delete” will delete existing saved scenario

- Users must click icon to run a scenario after changing existing scenario

parameters or when a new scenario is loaded.

- Users can also print the current scenario details by clicking the PDF icon at the top.

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5.3. Action Plans The Action Plans module, available under the

Planning menu, is the tool that dealers can use

to develop, implement and manage capacity

improvement plans. This module allows users

to create multiple action plans, each with its

specific task list as well as timelines.

Welcome Screen

When users enter the Action

Plan module for the first time

or do not have any existing

action plans, they are

prompted to create a new

Action Plan. Clicking the

‘Add New’ button will allow

the user to add a new action

plan.

Action Plan Anatomy

An Action Plan provides

several tracking elements.

Plan Name

Task List (Up to 4)

Approval Workflow

Start/End Dates

Status

Notes

Documents

Action Bar

Action Plan Name

Enter a descriptive name to identify the action plan.

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Action Plan Tasks

Task represents specific

activities that dealers must

execute as part of the action

plan.

Click this icon to add new tasks to the action plan

Click this icon to edit an existing task

Click this icon to delete an existing task

For each task:

Provide task Description, Start and End date (mandatory fields).

Indicate task Progress as one of the following: Open, In-Progress and Complete. By

Default, all tasks will have status as ‘Open’.

Status color code to indicate task status:

o Black: Task is ‘Open’ and the end date is not due (greater than today’s date)

o Yellow: Task is ‘In-Progress’ and the end date is not due

o Red: This is delayed status and indicates that the task is either ‘Open’ or ‘In-

Progress’ state but the end date past due (end date less the today’s date).

o Green: Task is marked as ‘Complete’ irrespective of start or end date

Action Plan Start Date and End Date

Based on start, end dates and status of the tasks, the action plan start, end date and status is

established.

Start Date: The earliest start date for the tasks will be the Start Date of the action

plan.

End Date: The latest end date among the tasks will be the End Date of the action plan.

Action Plan Approval Workflow

Action Plans must be approved by the Dealer staff and Audi AASM before they can be

actively tracked.

An action can have a minimum of 1 task and a maximum of 4

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Click this icon to bring up Action Plan approval dialog box.

Dealer: Enter your Name and

click ‘Approve’ button. This

will mark the plan ‘Pending

AASM Approval” and will

send a notification to AASM for

approval.

AASM: Enter your Name and

click Approve’ button. This

mark the plan approved.

Plan Status

Action Plan Status

Action Plan status is determined based on the approval state and the status of individual

tasks in the action plan. Various status indicators are as follows:

Note: Approval state will change based on approval lifecycle:

New: Saved and Unsaved Action Plans will have their approval status as ‘New’ by

default until the dealer submits the plan for AASM approval.

Pending AASM: Once dealer approves the plan, the Approval indicator will

change to ‘Pending AASM’ till AASM approves the plan.

Approved: This indicates that the plan has been ‘Approved’ by both the Dealer and

AASM.

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All new action plans will have a default state as ‘Open’. The status will

remain the same until the plan is approved by an AASM. Once an AASM

approves the action plan, the status will change according to the end date

and status of each task in the action plan.

This is displayed when if anyone of the task is ‘In-Progress’ but no other task

is delayed (red).

This is displayed if any one of the task status is delayed.

This is displayed when all tasks are marked ‘Complete’.

Notes

This gives users the ability to capture a brief record of facts, topics, or thoughts related to

the Action Plan.

Documents

Users can attach up to 4 documents to an action plan.

Images can be of the following format: png, jpg and bmp

Other documents can be of the following format: doc/docx, pdf, xls/xlsx

Click this icon to upload the

document.

Click this icon to delete an

existing document.

Icon Bar

Export current Action Plan as PDF

Brings up Upload document window

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Takes user to the notes section

Allows user to delete the entire Action Plan

Saves the Action Plan

Brings up the Approval workflow

Action Plans Listing

Clicking on the Action Plan menu will display the summary of all saved plans as shown

below.

Users can narrow down

the list based on the

criteria chosen in the

search fields.

Users can access the

Action Plan details by

clicking edit pencil icon.

5.4. Customer Pay (CP) Labor Hour Objectives

CP Labor Hours Objective is a dealer specific

metric established by AoA which can be used

to gauge their sales performance and help

them grow the business.

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The methodology to calculate the objectives leverages dealership specific data (e.g.

dealer’s service repair orders) to forecast customer pay labor hours. It also accounts for

internal and external factors that can influence the aftersales business.

The Labor Hour Objective report is divided into 3 sections:

Model Parameters

Benchmarks

Objectives (Annual and Monthly)

Model Parameters: This section provides details on the model

variables used to establish labor

hour objectives for the dealer. The

variables are specific both to the

dealership specific and to the age

of the vehicles that dealership has

serviced in the previous calendar

year based on dealer’s repair order

history.

Below are the key model

definitions:

Vehicle Age: This is calculated using the vehicle’s sale date (based on RDR)

Service Effectiveness: % of Vehicles in Operations (VIO) within dealer’s Primary

Area of Influence (PAI) with at least one Customer Pay RO in last 12 months.

o Effectiveness Trend Color Code is an indicator comparing of Dealership’s

performance against national performance.

Green indicates that the Dealer’s is above National Top Quartile

Red indicates that Dealer’s is below National Bottom Quartile

CP Parts to Labor (PL) Ratio: % of customer pay dollars sold for parts vs labor

average over the past 12 months

Note: For more info, refer to Labor Hours

Methodology User Reference Guide in the help

section of the Service Foresight portal.

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CP RO per VIN: Average customer pay Repair Orders per VIN over the past 12

months

CP Hours per RO: Average customer pay Hours per Repair Order used over past

12 months

Effective Labor Rate: Average billed labor rate calculated as total labor dollars per

labor hour sold over the past 12 months

Benchmarks

Provides a summary of key model metrics for Dealer’s Sub-area, Region and Nation. Also

allows users to see the impact on labor hour objective by using different benchmarks for a

base model.

Labor Hour Objectives:

This section provides annual and monthly labor hour objectives for each future year. The

objectives adjust based on future year’s VIO which is forecasted by AoA and is specific to

each dealer.

Click this icon to export objectives page to a PDF for offline viewing.

6. Analytics This module provides a variety of reports to dealers to gauge their performance. These

include:

Service Effectiveness Trends

Performance Analysis

Sales Analysis

Labor Objective

Collision Opportunity

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6.1. Service Effectiveness This report shows month over month Service Effectiveness trends.

Metrics:

Service Effectiveness is % of Vehicles in Operations (VIO) within dealer’s Primary

Area of Influence (PAI) with at least one Customer Pay RO in last 12 months,

excluding vehicles that are 0-12 months old (Age 0).

VIO are based on Dealer’s primary area of influence.

Vehicle Age is calculated using the vehicle’s sale date (from RDR).

Filters:

Year: Required (Default: current year)

Outputs:

Bar Chart: Shows overall service effectiveness for past 4 months

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Line Chart: Shows monthly service effectiveness by vehicle age for the month

selected from the bar chart.

Table: Shows monthly service effectiveness by vehicle age for last 12 months

based on the selected year-month from

Export:

Click this icon to export outputs to Excel.

Click this icon to export outputs to PDF.

Click on column chart to change line chart year-month

6.2. Performance Analysis

This report shows a variety of

metrics related to dealership's

production capacity and

effectiveness Report Screen

Filter Section:

Year- Required (Default: current year)

Benchmark- Dealership’s performance can be benchmarked to Sub-Area,

Region’s and National’s performance (Default: Sub-Area)

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Bar Graph: The Bar Graph shows the Technician and Stall efficiency for the benchmark

selected as National based on the selected for the current year.

Report Columns:

Qualified Repair Order (RO): Any repair order is

considered valid in the system as long it has Part $ >

0 or Actual/Billable Sold Labor Hours > 0

Service Effectiveness: % of Vehicles in Operations

(VIO) within dealer’s Primary Area of Influence

(PAI) with at least one Qualified Customer Pay RO

in last 12 months.

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Technicians: Count of Technicians available at the dealership per dealership profile

data. This includes all technician types (e.g. Master Techs, Foreman, etc.) and both

part-time and full-time staff.

Stalls: Count of stalls available at the dealership per dealership profile data. This

includes Regular Stalls, Waiter Stalls, and Executive Stalls.

Technician Available Hours: Total number of technician hours available based on

shifts and technicians available per dealership profile data for the selected time

fence.

Technician Sold Hours: Total number of technician hours sold regardless of pay

type over the selected time fence.

Technician Efficiency %: Measures as % of Technician Available Hours to

Technician Sold Hours over selected time fence.

RO Count (Total): Count of all repair orders (regardless of pay type) serviced by

the dealership in the selected time fence.

RO per Technician: Count of all repair orders (regardless pay type) over the

selected time fence divided by the number technicians at the dealership per the

profile data.

Total $ Sold: Total parts and labor dollars sold on all repair orders regardless of

pay type over the selected time fence.

Total $ Sold per RO: Average parts and labor dollars sold per repair order,

regardless of pay type, over the selected time fence.

Total Sold $ per Service Advisor: Average parts and labor dollars sold per service

advisor, regardless of pay type, over the selected time fence. The number of

available service advisors is based on dealership’s profile data.

Total Sold $ per Technician: Average parts and labor dollars sold per technician,

regardless of pay type, over the selected time fence. The number of available

technicians is based on dealership’s profile data.

Total Sold $ per Stall: Average parts and labor dollars sold per stall, regardless of

pay type, over the selected time fence. The number of available stalls is based on

dealership's profile data.

Export Options:

Report can be exported via Excel using icon and PDF using icon

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7. Help and Support Users can access help via user guide documents or reach out to the support team to

answer their questions, as outlined below:

Click this icon to access help documents.

Click this link to email to the support desk.

Help Documents

Clicking on any document will load the

document in the PDF viewer. Users can

also download the documents for offline

viewing.

Portal User Guide

Profile Guide

Labor Hour Objective Methodology

Guide

Capacity Forecast Methodology Guide

Video Webinars

Email Support

Users can submit a query to Service Foresight help desk by filling the query form as

outlined below:

The User Name will be

automatically populated. Type

your name and email address.

Choose a Category for your

inquiry and type you inquiry in

the comment box.

You can attach a file if

necessary.

Select Submit when you are

ready to send.