Scheduling efficiency...

[TOMSAWYERAUTO]

Hi all, I feel like this is a broad question but I'm curious as to how other shops manage "scheduling". This has been the bane of our existence for years, searching for the perfect formula so that we won't overwhelm or underwhelm ourselves on a day-to-day basis, and yet the secret to this still eludes us. Do you use software that manages the daily car capacity for you based on the type of jobs scheduled? Do you manually manage the intake? How do you allot time for inspections when some can take 45 minutes and others could last several hours if much work is required to pass inspection? Or dealing with delivery delays on top of an already tight schedule?

We've been in business for many, many years and obviously what we're doing is working - but I guess I'm just looking for feedback as to how we could improve this for increased efficiency. I've been thinking about upgrading our software to include a scheduling component but I'm not sure if this would be worthwhile or further limiting. Thoughts and feedback would be most appreciated!!!

[newport5]

I believe we all WISH there was a system that worked!

My suggestions:

Schedule Mondays and Fridays light, for the breakage over the weekend and the need for their cars for the weekend.

When making appointment, look into recommendations: such as, pads at __ % or __ mm.

Check mileage for spark plug replacement. Get tentative approval for the above when they drop off their car to keep your tech busy.

Include extra time for check engine lights for diagnosis and parts replacement time.

Try to get some cars for 2 days so you can juggle.

[alexander nelder]

( 9 hoists, 9 mechanics, 3 service writers) We do not have an official policy in place for scheduling work. I've tried different techniques but nothing ever really seems to stick. At the moment we use Mitchells software to take down names and numbers, then we place them on the day in which they will be coming in (we do not take specific times and do our best to have people leave there vehicles all day). Mitchel's scheduler is not very user friendly, its also very poorly designed, but its better than nothing. I would not fall into the "tech trap". Software and apps can seem attractive but usually they are a waste of time. I do not think it matters what you "use" the real secret I believe lies in being disciplined, and organized. If you cant make a scheduling process work with just a phone and paper than your not going to make it happen with an app. (Sometimes I wonder if paper is the way to go). Back to our shop, we typically "eye ball" our days. If you called for an appointment I would look at the day in question and if I see that there are not too many scheduled for that day I go ahead with scheduling you in. This bites us in the butt all the time. I'm wondering as well if anyone has a solid method that is tried and true, simple, uncomplicated, and preferably not done using software. 

What I would like to see is a scheduling process done on paper, that breaks down the shops capacity and abilities. Using a formula that determines how many Diagnostics, Brake jobs, A/c repairs we can do Mon-Friday. To make that work we would need to know what kinds of mechanics we have "A-C" What there current work load is and project it out for the week. As you mentioned, there is always the problem of unexpected delays. How do we handle delays? 

 

[Joe Marconi]

That is a real tough question. Although we are all auto repair shops, we don't all have the same business model.  There are specialty shops, heavy trucks, large shops with quick lanes, on and on.  

For my shop, we are a general repair shop working on just about all makes a models. We have 11 bays and 6 techs.  This gives each tech a spare bay for jobs that need time to complete. We do a lot of diagnostic work, but try to limit to a few per day as not to overload the techs with higly-complicated jobs. 

We also schedule a lot of service work, which brings on much-needed profit dollars.

Lasty, we try to balance the wait customer to drop offs. Too may waits can get stressful.  

Boy, I hope this helps...tough question to answer. 

 

[JimO]

I have three bays and three techs. For years we have scheduled using a desk blotter that has vertical columns for each day of the week. I write down the customers name and brief description or acronyms of the work needed such as OFL, ROTI for oil/filter/lube and rotate tires. If the job requires known parts to be ordered in before arrival then I write up the job using my shop management system, order the parts, print a work order, record the customer’s name on the blotter in the appropriate column and write “TIR” indicated a worker order or “ticket” is started already and in the rack. Other than that it is all gut feeling, experience and the ability to say “No” when your instinct tells you that taking on a prospective job that was not scheduled is a “bridge too far” based on current work load. Good communication with the customer concerning delays is a must. When the crap hits the fan and you know the vehicle won’t be finished call the owner right away and keep them informed. Waiting until the end of the day never helps that type of situation. Since Covid I have been sending canned text reminders for scheduled work the day before or the morning of using my shop management program which has helped to eliminate “no shows”. The canned reminder also contains instructions for a safe, minimal exposure drop off during Covid so it serves two purposes.

[TOMSAWYERAUTO]

Thanks for all your feedback. I think we're all saying & doing virtually the same things, finding the sweet spot for our specific shops. I was hoping there was a magic recipe that maybe I was missing, but I guess not. Seems we're all in the same boat when it comes to trying to schedule an orderly day but I guess the right combination of all those things works for all of us.

[Patrickrocks]

Sounds a lot like our shop. We have weekly management meetings and that item seems to jump on the agenda when it gets crazy busy like it is now. What eased the pain a bit for us is building a fleet of loaner cars so that if you have to keep a car overnight, the client isn't without a vehicle. We have 4 techs and try to limit car count to 16 per day. While that helps, we always have "sleepovers" (cars that don't get finished and sleepover until the next day). Yesterday we had 8 sleepovers to add to our 16 that were coming in today. I feel your pain. Very often that 45 minute oil service turns into a 6 hour $1,500 repair order and we didn't have the 45 minutes to do the oil service!!

I like Newport5's suggestion of looking at deferred work when someone makes an appointment. I am going to have our front counter staff start to try to presell that def work so we have a better handle on the hours sold. I hate to push people out a week.