June 2021

I often get asked what targets and KPIs I set and how often I check them. Being a bit of an analytical geek, this is something of great interest to me. First, let’s examine what KPIs actually are. The acronym is short for Key Performance Indicators, and these are are crucial measures on your business that can demonstrate how your business is performing. Why do we measure our business? Your KPIs will provide you with an analytical view of the current situation in your business. No made-up numbers, no hypothetical scenarios, just real historical data, bespoke to you. At CCM, they enable us to track our processes, workshop loading, efficiencies, productivity, compliance, customer quality and retention and assist with our growth and progress. Where might you find your KPIs? It could be that you have recently carried out a marketing campaign. If so, measuring the resulting data will confirm whether the campaign has been successful, show what added value has been generated, and will assist you in making informed decisions in the future. Every so often we make assumptions on what we believe and not on what the data tells us. We used to offer an early bird MOT at one of our depots for £25, but it had to be at 7:30am and the customer had to wait. We offered this as we had a technician who always started at 7:15am and often would be waiting around. This early bird slot was taken every day and was booked about two weeks ahead. Our assumption was that it was because of price. This was the wrong assumption however. I picked up a little gem on one of Andy Savva’s courses that made me think outside the box and question some of what we do and why. So, we carried out a survey on those customers that took up that offer. The results were very revealing. The majority of customers wanted that slot as it enabled them to have their MOT done and still give them time to get to work by 9:00am. So, this was nothing to do with the price. What do you think we did then? How do we know what to measure? Like the sub-head says, how do we know what to measure? One way of working this out is by using the SMART acronym. If it is Specific, Measurable, Achievable, Realistic and Timed, then anything can be done. Identify where you think you may have an issue that is quantifiable. This is where the fun starts. 12 AFTERMARKET JUNE 2021 BUSINESS/THE GARAGE INSPECTOR GRADUATES www.aftermarketonline.net MEASURE YOUR BUSINESS Tina is back, and is looking at how KPIs can help you gauge how successful your business is, and how this can help you BY Tina Drayson, CCM