Page 38 - Summer 2025
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Every Service Department Needs Daily Repair Order Reviews
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Gary Hull
garyhull@m5ms.com
818-339-9792
s fixed operations consultants, our responsibility is to deliver
Athe results our clients expect—often within a tight timeframe.
Every service and parts department has numerous improvement “le-
vers” available, but not all yield the same impact. One of the simplest, yet
most powerful tools we can implement is the daily repair order (RO) review.
The consistent activity of looking at just 10 repair orders from yesterday’s business can uncover
more than many hours of meetings or reports. It reveals what’s truly happening in your service de-
partment—what’s working, what’s being missed, and how well your processes are being followed.
Most times, the findings are surprising even to the most in-tune manager.
Why a Daily Repair Order Review Matters
A daily RO review, or “repair order survey,” offers a host of benefits:
• Increased Profitability: By spotting labor inefficiencies and missed opportuni-
ties for recommended services, shops can reduce costs and increase revenue
per RO.
• Enhanced Customer Satisfaction: Clear, transparent communication—reflected
in the documentation—improves trust, reduces comebacks, and encourages
repeat business.
• Legal and Process Compliance: RO reviews ensure key elements like signa-
tures, recall checks, and warranty validations are consistently performed.
• Stronger Team Accountability: Service advisors and technicians are more likely
to follow procedures when they know reviews are happening regularly.
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