Speaking the KPI Language

Course format: Online training with posttest
I-CAR Credit Hours: 1 hour
Estimated Duration: 1 hour
Gold Class: $50.00
Platinum: $50.00
Standard: $60.00


  • Developing the Team and the Business (PM140V01)

This course helps satisfy ProLevel training requirements for the following roles:
Production Management

This course is an Annual Training option for the following roles:
Production Management

Learning Objectives

  • Discuss some alternative methods that can help try to reduce supplements
  • Calculate touch time, key-to-key days, severity average, and loyal customer percentage scores
  • Recognizing different network programs or relationships a facility may participate in
  • Describe the four key elements to be concerned with during every repair
  • Describe procedures to help manage and balance different repairs
  • Describe how severity can be managed

Module 1 – Critical Factors That Affect KPIs
Module one breaks down the KPIs that one managing production needs to continuously monitor. It provides some beneficial tips and thought process tools useful during production management to help manage the things that can affect their own KPIs. This includes cycle times, supplements, touch times, rental car durations, and CSIs. It provides instructions so that when completed, the person responsible for managing production can calculate various elements of the KPIs, which can provide areas for improvement. These calculations can also help determine if they are at, above, or below the industry average.

Module 2 – Understanding the Relationship
Module two provides insight into what to expect if a decision is made to enter into a network program or expand knowledge of the pros and cons of partnering with agencies, like OEMs or insurers. It identifies the main areas monitored between the different network programs they can participate in. It also emphasizes the importance of applying this thought process if a shop chooses to remain independent of networks. The course also discusses expectations that both the staff responsible for production management and their partners should have for each other during the relationship. Guidance or considerations for a shop enterance into any particular program is provided.

Course outline containing topics and subtopics.