NEW
Font size
WorksheetsParts Management Training
Total questions: 19
Worksheet time: 10mins
What are the two major roles of the Parts Manager?
Managing department expenditures and increasing Dealer profit
Improving Customer Satisfaction (CS) and increasing Dealer profit
Recruiting necessary employees and increasing Dealer profit
When KPI results are not reaching set targets, what action should be taken next by the Parts Manager?
Reprimand the staff who are responsible
Analyze the cause of the problem
Reduce targets to lower levels that can be achieved by staff
Which is the Business Management process that Parts Managers should follow as one of their main duties?
Planning, Monitoring and Controlling
Order Taking, Receiving, and In-binning
Training, Controlling and Supervising
Which of the following is not part of the Parts Manager's job description?
Supplying parts to Aftersales channels quickly and smoothly
Handling every service customer complaint personally
Judging the best course of action to meet business objectives
Which two major factors should be considered when the Parts Manager proposes an action plan (or approves a staff-proposed action plan)?
Feasibility and cost effectiveness
Work environment and visibility of warehouse location descriptions
Performance indicators and maintaining the continuity of conventional parts operations
Which of the following describes best why it is so important for dealers to increase the level of Customer Satisfaction?
High CS is seen to promote further visits to the service workshop and new vehicle repurchases by existing Customers, resulting in future business opportunities in parts sales.
Every dealer has no choice but to employ a slogan of CS in every aspect of communication with Customers as Customer Satisfaction has become commonplace.
As negative word-of-mouth travels quickly, every dealer should act as if it believes that Customers are the most important aspect of their business.
What major principle for the Parts Department is the Loyal Customer Cycle based on?
Strict adherence to AS-DOS and increasing Dealer profits
Prompt parts supply for on-time delivery and improving CS
Educating staff to improve parts warehouse productivity
The first step you should take to deal with a complaining Customer is to:
Show that you understand the inconvenience experienced by the Customer
Refer them to the person in charge
Explain to them your position in the problem
Customer complaints generally fall into three categories. What are they?
Product quality, Service quality and Customer treatment quality-related
Phone, Face-to-Face, and e-mail
Attitude, conduct, and spoken language
After dealing with a Customer's complaint effectively, the Parts Department should:
Remove it from the current complaint file
Flag the Customer in the database
Follow up with the Customer again to make sure they are satisfied
Which of the following best describes a Business Plan?
A Business Plan is an essential business management tool to support the achievement of business objectives through carrying out daily operations in a focused and planned manner.
A Business Plan should be established only when you are required to improve poor business performance by your superiors, such as Dealer Principals.
A Business Plan does not always have to include all the departmental goals and objectives, since it is just a corrective action plan for a limited scope of work.
Which of the following statements best applies to ‘Planning’?
When goals and objectives are given, analyzing current performance is not necessary.
Goals and objectives should be based on Customer Satisfaction (CS) and profit.
The Annual Business Plan should not be transparent to your staff, irrespective of whether or not it includes confidential matters
Which of the following statements best applies to ‘Monitoring’?
Monitoring performance is indispensable to determine if you are on the right track, in accordance with annual targets and objectives.
Monitoring does not always have to take place on a year-to-year basis as performance trends are not so important to operations.
Since UIO is the business base of the Aftersales business, all the monitoring items concerning parts should always be determined with the Service Department.
Which of the following statements best applies to ‘Controlling’?
Controlling starts with outlier analysis and/or gap analysis between performance results and corresponding objectives.
It should always be the job of staff, not the Parts Manager, to reveal weak areas and determine the root causes of them.
Since it is only necessary for the Parts Manager to perform the ‘Planning, Monitoring and Controlling’ cycle once a year, Controlling also only takes place once, as a step of Annual Business Management.
Monitoring and Controlling’ is closely tied with:
Customer complaints, as every aspect of dealer performance is constantly observed by Customers.
Operational Management, as all performance is a result of the cause-and-effect sequence of daily operations.
Dealer agreement, as introducing the ‘Monitoring and Controlling’ process is unnecessary if it is not clearly stated as your responsibility in the agreement.
Which of the following statements best applies to ‘KPI’?
KPI are quantitative values that tell us if set targets are achieved. You could also say that KPI reveal the execution level of key activities established in a Business Plan
KPI do not give us any information about whether or not the Planning Monitoring and Controlling cycle is positively affecting Operational Management.
The number of KPI for the ‘Parts Department’ of Nissan Dealers presented in AS-DOS is less than 20.
The four essential KPI highlighted in the AS-DOS for the Parts Department are ‘Parts fulfillment rate per line’, ‘Day of supply’, ‘Parts sales per UIO’ and:
Service labor utilization rate
Service appointment rate
Service retention
Which of the following statements best applies to ‘Parts fulfillment rate per line’?
‘Parts fulfillment rate per line’ is an indicator that measures how soon you are supplying ordered parts.
Checking the mandatory inventory list is not an option for the course of action to improve the ‘Parts fulfillment rate per line’.
Higher ‘Parts fulfillment rate per line’ prevents discrepancy between the inventory list and the actual stock.
Which of the following statements best applies to ‘Parts sales per UIO’?
Parts sales per UIO’ proves that UIO (units in operation) has nothing to do with the total amount of parts sales.
By analyzing parts sales to ‘Customers per Nissan vehicle’ in your region, you can determine the results of sales efforts without the variable of UIO.
Parts sales per UIO’ is an indicator that measures how well you are handling Customer complaints to recover parts sales.
