Key Figures and Workshop Processes

By the end of this module, candidates will be able to:​​​​​​​

• Identify critical and desirable KPI drivers within an After Sales business
• Analyse this data and identify improvement opportunities
• Create action plans to affect change within the Department using clearly identified data

Contents

• Understanding how to calculate these KPI’s
• Identifying acceptable standards/industry norms
• Using this data to identify improvement opportunities
• What changes can be made to improve performance
• Making improvements whilst maintaining and increasing customer satisfaction and loyalty
• To understand Key Drivers in the Department
• To create robust action plans to effect change
• To highlight a tangible ROI from changes and improvement made