COURSE OVERVIEW:
Welcome to the Business Improvement Planning in Automotive Operations course. This program has been designed to equip professionals working in the automotive retail, service, and repair sectors with the tools, strategies, and frameworks needed to drive continuous improvement across operational functions.
Business improvement is not a one-off initiative—it is a structured, ongoing approach to increasing performance, efficiency, and customer satisfaction. This course begins by introducing the purpose and scope of improvement practices within the automotive context, with a focus on the connection between operational performance, profitability, and service quality. It also highlights the collaborative roles of business owners, managers, and frontline staff in identifying opportunities and leading change.
To plan effectively for improvement, businesses must first understand where they currently stand. This section explores how to review existing performance using key metrics such as sales data, workshop throughput, and resource utilisation. Participants will learn how to identify inefficiencies, customer pain points, and areas for performance enhancement using both operational data and client feedback.
Key Performance Indicators (KPIs) provide the foundation for performance monitoring and decision-making. This section introduces the most relevant KPIs for automotive businesses—covering sales, service, repairs, and customer experience. Participants will learn to set realistic benchmarks and use KPI data to guide improvement priorities, enhance accountability, and track outcomes over time.
Structured diagnostic tools are essential for identifying improvement opportunities. This section introduces SWOT analysis to assess internal strengths and weaknesses, as well as external opportunities and threats. Participants will also learn how to conduct gap analyses to compare current performance against desired outcomes and isolate areas of underperformance.
Improvement planning must be grounded in a detailed understanding of how the business operates. This section focuses on documenting core processes in automotive sales, service, and parts management. Process mapping techniques are introduced to help visualise bottlenecks, delays, and rework, making it easier to target specific areas for improvement.
Clear improvement objectives are essential for driving change. This section guides participants in aligning goals with broader business strategies and customer expectations, using the SMART framework to define measurable, time-bound targets. Emphasis is placed on balancing tactical short-term actions with longer-term strategic change initiatives.
Staff engagement is critical to the success of any improvement effort. This section explores how to involve teams in idea generation, facilitate workshops and brainstorming sessions, and build a culture of continuous improvement and accountability at every level of the organisation.
Retail operations often represent the first point of customer contact. This section explores improvement strategies in vehicle display, pricing clarity, upselling techniques, and the delivery or handover process. It also addresses stock control and managing vehicle turnover to support cash flow and customer satisfaction.
Workshop performance directly affects service capacity and turnaround times. This section outlines methods for improving technician scheduling, job allocation, and workshop flow. Participants will also explore how to reduce idle time, minimise rework, and resolve issues that result in repeat visits or warranty claims.
Service reception and customer touchpoints require careful management. This section focuses on improving customer interactions at check-in, quoting, and post-service follow-up. It also addresses how to manage expectations, increase transparency, and reduce communication breakdowns that lead to dissatisfaction or lost business.
Parts and inventory systems are integral to operational flow. This section provides strategies for improving inventory accuracy, minimising parts wastage, and integrating stock control with the broader repair process to reduce delays and increase workshop efficiency.
Supplier performance can significantly impact service delivery. This section explores how to evaluate vendors, negotiate favourable terms, and collaborate more effectively with preferred suppliers. Participants will also learn how to build stronger supply chains that support reliability and cost control.
Technology can streamline improvement initiatives. This section examines how to use digital tools such as workshop management systems, CRMs, and digital quoting platforms to gain insight, automate tasks, and track customer behaviour. Data analytics is introduced as a driver for strategic decision-making.
Implementing change requires more than just good ideas—it requires effective leadership. This section addresses how to manage change by communicating its purpose, gaining staff buy-in, and supporting teams through training and structured rollout. It also explores how to reduce resistance and maintain operational stability during transitions.
An improvement plan is only effective if it is executed well. This section focuses on developing actionable implementation strategies, allocating resources, managing timelines, and identifying risks. Participants will learn to assign responsibilities and monitor progress against planned milestones.
Measuring outcomes validates the success of improvement activities. This section teaches how to compare post-implementation results to original KPIs, evaluate changes in efficiency and customer experience, and report outcomes to stakeholders in a clear, structured format.
Improvement processes require reflection and refinement. This section explores how to conduct after-action reviews, gather feedback from teams, and evaluate the effectiveness of changes. Lessons learned are used to inform future planning cycles and reinforce a culture of continuous development.
Sustainable improvement must be embedded into daily operations. This section introduces systems for maintaining regular review intervals, encouraging innovation, and recognising staff contributions to improvement efforts. Strategies for adapting to future changes and maintaining momentum over time are also covered.
By the end of this course, you will be equipped with the skills, frameworks, and practical tools to lead improvement planning across all areas of automotive operations, enhancing performance, profitability, and customer satisfaction in a competitive and fast-changing industry.
Each section is complemented with examples to illustrate the concepts and techniques discussed.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand the following topics:
1. Introduction to Business Improvement in Automotive Operations
- Purpose and scope of continuous improvement in retail, service, and repair
- The relationship between improvement, performance, and profitability
- Roles of managers, team leaders, and staff in driving improvement
2. Reviewing Current Business Performance
- Analysing sales, service throughput, and workshop utilisation
- Identifying operational pain points and inefficiencies
- Reviewing customer satisfaction and feedback data
3. Understanding Key Performance Indicators (KPIs)
- Common KPIs in automotive sales, service, and repairs
- Setting benchmarks for productivity, quality, and customer service
- Using KPIs to drive decision-making and accountability
4. Conducting SWOT and Gap Analysis
- Identifying internal strengths and weaknesses
- Recognising external opportunities and threats
- Mapping performance gaps and improvement potential
5. Mapping Core Automotive Business Processes
- Documenting current processes in sales, service, and parts
- Identifying bottlenecks, delays, and rework
- Using process maps to visualise improvements
6. Setting Improvement Objectives and Goals
- Aligning goals with business strategy and customer expectations
- Using SMART criteria to define targets
- Balancing short-term fixes with long-term transformation
7. Engaging Teams in Improvement Planning
- Encouraging staff participation in identifying improvements
- Conducting team workshops and brainstorming sessions
- Building a culture of innovation and accountability
8. Planning Improvements in Automotive Retail Operations
- Enhancing customer engagement and upselling techniques
- Streamlining vehicle display, pricing, and handover processes
- Managing stock levels and vehicle turnover
9. Improving Workshop and Repair Efficiency
- Reducing vehicle turnaround time and technician idle time
- Optimising job allocation and booking systems
- Minimising rework and warranty claim issues
10. Enhancing Service Reception and Front-of-House Operations
- Improving customer check-in, quoting, and follow-up procedures
- Managing expectations, transparency, and service upselling
- Reducing wait times and communication breakdowns
11. Optimising Parts and Inventory Management
- Improving ordering accuracy and parts availability
- Reducing parts obsolescence and storage costs
- Integrating parts management with repair workflow
12. Strengthening Supplier and Vendor Relationships
- Reviewing supplier performance and pricing structures
- Negotiating improved terms and lead times
- Working collaboratively with preferred vendors
13. Leveraging Technology for Business Improvement
- Using workshop management software and CRMs
- Implementing digital inspection and quoting tools
- Analysing data for customer insights and efficiency
14. Managing Change and Staff Buy-In
- Communicating the reasons and benefits of proposed changes
- Involving staff in the rollout and feedback process
- Providing training and support during transition
15. Implementing Improvement Plans Effectively
- Developing clear action plans and timelines
- Assigning responsibilities and required resources
- Managing risks and monitoring progress during rollout
16. Measuring Outcomes and Reporting Results
- Comparing post-implementation results with original KPIs
- Tracking improvements in customer experience and business efficiency
- Reporting progress to owners, stakeholders, and staff
17. Conducting Formal Reviews and Refinement
- Running after-action reviews and team debriefs
- Identifying what worked and areas needing adjustment
- Applying lessons learned to future improvement cycles
18. Embedding Continuous Improvement into Daily Operations
- Establishing regular review intervals and feedback loops
- Recognising innovation and rewarding team contributions
- Maintaining momentum and adapting to future changes
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
COURSE REQUIREMENTS:
You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.
COURSE DELIVERY:
Purchase and download course content.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.