Q Chapter 19 Notes (27 pts) 1. On the operational level an organization must set _____________ goals, measure them and make their management decisions based upon them. 2. To achieve your long range goals you need to look at them on a ___________ and _____________ basis. 3. A reliable ___________ is an essential management tool that every shop manager and owner needs. 4. Regularly collected and evaluated sources of data are called ____________. 5. To build a forecast you need __________ 6. _______________ hours is the total capacity of the shop to perform the repair work during any period of time. It is not the number of hours the shop is open: it is the number of __________ hours, or technician hours, available to perform repairs. 7. What is the formula for available hours? 8. When looking at how many days are available in the month you need to take ___________ into consideration. 9. What are some reasons that the total number of technicians available may be less than the total number of clock hours? 10. You need to take into account absences that are already known and past history of absences to determine the projected ___________ ___________. 11. Once you know the hours per day, days per month, technicians and technician availability you can determine the actual ___________ __________ you have to sell 12. One of the most important pieces of information that every service manager needs to monitor and evaluate on a regular basis is the ability of technicians to produce __________ _________. 13. The most basic and universally used metric for measuring ongoing technician performance is ______________. 14. High-performance technicians consistently produce in the ________ to _______ range. 15. Technicians that are considered low-performing usually produce less than _____ hours in a 40 hour work week (less than 80%) 16. Technician efficiency is good but if it continues to run in the 150% range what could be a concern? 17. Good management practice requires that technician efficiency be monitored and tracked _________, __________ and _____________ 18. What is one major shortcoming of measuring solely on technician efficiency? 19. _____________ is another measurement that takes into account the technicians skills and motivation and ability to produce work. 20. Productivity goes beyond efficiency measurement by factoring out the ______________ of work. 21. Technician productivity formula 22. What are some internal and external factors beyond the control of the technician that can result in low production? 23. The profit generated by the sale of repair parts is called ________ ___________. 24. What is an advantage and disadvantage of a smaller shop not having their own parts department? 25. When a service department is given credit for parts sales that were made directly by them, a monthly entry that is made on the financial statement from the parts department to the service department this is known as __________ ___________ to ___________ 26. When building a forecast you have to __________ sales and ___________ 27. What are two questions a manager has to ask when doing a forecast?