AUTOMOTIVE PROGRAMS
Is your dealership ready for
Are you ready for:
U
increased sales and profits?U
hiring the right people the first time and reducing turnover?U
measurable, substantial ROI?U
more satisfied customers giving higher CSI scores in both sales and service?U
motivated, productive, employees?U
outrunning the competition?U
fewer communication failures?U
increased customer retention and customer loyalty?U
a dealership organization that runs more like a Formula 1 race car than a 1960 Edsel.We help dealerships improve their bottom line performance in both sales and service through
programs designed specifically for automobile dealerships.
What's the Benchmark?
In our view, Park Place Lexus in Plano and Grapevine, Texas sets the quality standard by being the first automobile dealership ever to receive the prestigious Malcolm Baldrige National Quality Award in the small business category for 2005. Recipients were evaluated rigorously by an independent board of examiners in seven areas including, leadership; strategic planning; customer and market focus; measurement, analysis, and knowledge management; human resource focus; process management; and results.
It's achievements include among others:
• The company’s gross profit percentage increased by 51.3 percent from 2000-2004.
• In 2004, Park Place Lexus Grapevine’s New Car Client Satisfaction Index (CSI) of 99.8 percent made it the highest rated Lexus dealership in the nation.
• CSI in the Service department approaches 98% in both locations.
• Satisfaction over the availability of parts is up from 96% in 2000 to 98% in 2005.
• Satisfaction among its pre-owned vehicle clients at both locations increased from 96% in 2000 to 98% in 2004.
• Employee turnover was reduced from a high of almost 60% to less than 22%.
• About 96% of service clients reported their vehicle was ready when promised.
• From 2000 to 2005, repeat clients at PPL's service departments in both locations increased from 66% to 77%.
• Nearly 70% of PPL customers say they plan to buy again from PPL.
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PPL employees line up to celebrate a CSI of 99.8% for new car sales. The rating was the highest among all Lexus dealerships in the nation in 2004. |
 Vice President Dick Cheney presents Ken Schnitzer, chairman of Park Place Lexus (second from left), and Jordan Case, president of Park Place Lexus, with the 2005 Baldrige Award in the small business category. Secretary of Commerce Carlos Guiterrez (far right) offers applause for PPL's achievement.
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 Chris Jensen with Jordan Case, president of Park Place Lexus, at the annual Connecticut Quality Improvement Award Conference. |
When asked about a bottom line philosophy that drives PPL's success, Jordan Case offered these pearls of wisdom: "It starts with the employees." "It's all about process." "Most dealers think short term, we think long term." "Client feedback - we listen to our customers."
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Chris Jensen grew up in the automobile business and raced sports cars on a semi-professional basis. Personnel in over 2000 automobile dealerships have benefited from his expertise, including Acura, BMW, Chevrolet, Ford, Honda, Lexus, Lincoln, Mercury, Subaru, Toyota and Volvo. His wholesale corporate clients have included Alfa Romeo, Inc., American Honda Motor Co., Inc., Chrysler Corporation, Ford Motor Company, Ford Special Vehicle Team, Greater New York Automobile Dealers Association, Honda Canada, Inc., Oldsmobile Division of General Motors, Peugeot Motors of North America, Inc. Saab-Scania of America, Inc., Subaru Distributors Corp. and Volvo Cars of North America. In addition to working withhis own clients, he conducts Fixed Ops training across the country for the University of Toyota. |
 Chris Jensen conducting a Process Improvement Seminar for Honda and Acura dealers in Canada. |
Contact us for a free Organizational Assessment and a no obligation interview to
learn if your dealership might qualify for the Performance Excellence initiative.
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