Service Foresight Dealership Service Capacity Management Tool
User Training Guide
Prepared for
Audi of America
Powered by Aftersales IQTM Platform
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Table of Contents 1. Overview ................................................................................................................................... 3
2. Navigation ................................................................................................................................. 4
3. Dashboard ................................................................................................................................. 6
4. Profile ........................................................................................................................................ 9
5. Planning .................................................................................................................................. 19
5.1. Capacity Forecast .................................................................................................................... 19
5.2. Scenarios ................................................................................................................................. 22
5.3. Action Plans ............................................................................................................................ 25
5.4. Customer Pay (CP) Labor Hour Objectives............................................................................ 29
6. Analytics ................................................................................................................................. 31
6.1. Service Effectiveness .............................................................................................................. 32
6.2. Performance Analysis ............................................................................................................. 33
7. Help and Support .................................................................................................................... 36
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1. Overview In today’s challenging and competitive environment, it is critical that dealers provide
vehicle owners superior service experience in order to retain and capture their loyalty
towards the brand. With Audi’s growing vehicle volumes, it is imperative that dealership
service department must plan for service capacity in line with future customer demand.
To that end, Service Foresight is a workshop capacity planning tool which leverages big
data platform and algorithms to forecast dealership’s service capacity needs. Using dealer
specific historical and forecasted demand and supply drivers, the platform predicts resource
requirements over a 5-year planning period. In particular, Service Foresight equips dealers
with tools to understand, assess and plan current and future workshop production capacity
to meet the growing demand. The end goal is to help dealers’ retain customers and grow
parts and service revenue and profitability. This is critical
The key objectives of the Service Foresight include:
Ability to capture detailed dealership service profile including parts, service, staff,
tools, etc.
Leverage both dealer specific variables (operational efficiency, service effectiveness,
etc.) and vehicle model level specific activity drivers to forecast current and future
workshop capacity o Based on retail planning volume over 15-Year Vehicle-in-Operations
o Incorporates both real-time repair order data and manual data/feeds from dealers
and Audi of America
o Using algorithms to model current and future capacity needs
o Forecast number of techs and stalls dealer will need to match future years’ projected
demand
Scenario modeling to examine changes on operational efficiency and their impact on
to current capacity statistic
Tools to plan and track implementation capacity enhancements
Performance reports with benchmarking at National, Regional, Sub-Area level
In the end, Service Foresight allows dealers to adjust physical capacity metrics such as
number of technicians/service advisors, technician available hours and stall numbers, to
match projected service lane traffic.
This purpose of this user guide is to provide the user with information on how to use
Service Foresight Tool including key features and functionality. Additionally, it will serve
as a reference for key definitions, calculations, data sources, etc. used by the tool.
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2. Navigation Navigating Service Foresight tool is easy and intuitive.
Notification bar appears on each page and provides the status of key workflow
items related to capacity management. Hovering over notification icons reveals the
description of the icon. Also clicking icons, the user is taken to selection action.
Navigation bar appears on each page, providing a broad selection of actionable
menus (and sub-menus) including Dashboard, Profile, Planning and Analytics. By
simply clicking the desired menu (or sub-menu), the user is taken to the selected
page/report.
Search Bar appears on selective pages and provides users with an ability to filter
the results on the page. The options in the search will vary depending upon the
context of the action.
Notification Bar:
Profile: This icon shows the status of profile workflow. For more information, refer
to Profile section of this guide.
Notifications: This icon shows active notifications that the user have. From
time to time system notifies users about specific actions or insights.
Action Plans: This icon shows active actions plans that the dealer has and
their status. For more information, refer to Action Plans section of this guide.
Help: This icon navigates users to help page including this training guide.
: This link navigates the users to the support page which can
be used to send emails for any additional queries.
: This icon provides contextual page-level help.
Logout: Click this link to log out of the portal.
Welcome: Display user name and other pertinent credentials.
Hometown Audi: Dealership name and code, always visible on each page.
Export Icons: Every report/screen has PDF and/or Excel export options.
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Navigation Bar:
Dashboard: Provide an overview of key performance metrics related to capacity
management and customer pay business
Profile: Clicking this menu navigates the user to the Profile page where dealers can
enter details in their workshop production capacity and tools.
Planning: Hoovering over this menu brings up drop down options to navigate user
to various planning modules within the portal
Analytics: This menu brings up various performance reports available to dealer to
monitor their service business
Search Bar:
Each page will have a search bar with various options to filter the results within the
screen. Filters within the search bar are report specific and change as per the actions
allowed in the report.
The icon allows the search bar to stay expanded displaying all filter options. This
is the default state.
The collapse icon hides the search filters in the search filter
This icon allows user to pin the search bar which restricts the expand/collapse
feature
This icon collapses the search bar while bringing up a report. The User can later
pin the search bar by clicking on this icon again.
Clicking on this icon provides a calendar drop down to select year month for the
time fence.
This icon executes filters and refreshes the report based on selected filters.
This icon clears all the filters selected and resets to default options,
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3. Dashboard The Service Foresight Dashboard provides an “at a glance” overview of key performance
metrics related to dealer’s service performance. In particular, it highlights dealership
performance in the following areas:
Capacity
Service Effectiveness
Labor Hours Objective Achievement
Sales Performance
Customer Satisfaction
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Capacity
This section provides an overview of the capacity forecast for future years (5-Year)
highlighting number of technicians and stalls required. The forecast is based on a variety
of drivers/parameters specific to dealership past performance and current capacity profile.
Red Bars: Displays the number of technicians required for future years.
Grey Bars: Displays the number of stalls required for future years
For more information, refer to the report “Capacity Forecast” under planning section.
Service Effectiveness
This section provides an overview of dealership’s Service Effectiveness, which is defined
as % of Vehicles in Operations (VIO) within dealer’s Primary Area of Influence (PAI) with
at least one Qualified Customer Pay RO in last 12 months.
The Line Chart displays Service Effectiveness for 1-15 Vehicle Ages for the selected month
in the search bar.
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Performance
This section provides an overview of dealership’s key Customer Pay performance metrics:
RO Counts: Count of CP repair orders for the selected time fence (year-month).
Service Effectiveness: % of vehicles in operation within Dealer’s primary area
of influence serviced by the dealer over the past 12 months.
$ Sold: Total parts and labor dollars sold on Customer Pay repairs.
$ sold per RO: Average parts and labor dollars sold Customer Pay Repair
Order.
Hours Sold: Total hours sold/billed on the Customer Pay repairs.
Hour Sold per RO: Average hours sold/billed on the Customer Pay Repair
Order.
$ Sold per Technician: Average parts and labor dollars sold for Customer Pay
repairs per technician.
$ Sold per Stall: Average parts and labor dollars sold for Customer Pay repairs
per stall
Customer Satisfaction
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This section provides an overview of dealership’s key customer satisfaction metrics based
on Audi Insight Survey.
CSI YTD: Customer Satisfaction Index score for the whole dealership.
FRFT YTD: First Right First Time score for the whole dealership.
Days Wait YTD: Average number of days the customer has to wait to get an
appointment at the dealership for service needs
Red Bars: Provides monthly CSI trends for past 12 months
Labor Hours Objective Tracking
This section provides an overview of dealership’s Labor Hour Objective performance by
comparing actual labor hours sold against the objective. The trends include month over
month comparison and year-to-date comparison.
For more details on Customer Pay Labor Hours Objectives, refer to CP Labor Objective
Report under the Planning module.
4. Profile The profile allows dealers to enter and
maintain information related to their
dealership’s service production capacity as well as service lane processes and staff. The
information is organized into various modules as outlined below.
General Information: Captures information about dealership address and contacts
and also allows to upload photos of dealership service drive and waiting/amenities
area.
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Stalls: Captures data around stall/bays in the service drive including work stalls,
alignment racks, and car wash bays
Staff: Captures information on dealership service employees including current
and future (seeking)
Hours of Operations: Captures information about technicians and service advisors
shift hours as well as dealership’s hours of operations for parts, service and sales
department
Parts Department: Captures information on parts department processes
Others: Captures information around technology tools, space available and tire
storage
Each input field comes populated with default value but dealers are expected to update
the information with their pertinent data. Dealers must click “Save” to save their profile
data.
Profile Lifecycle
It is imperative that dealers must keep their profile data current and accurate on regular
basis. The platform provides various mechanisms to facilitate this.
Quarterly Reminder: At the beginning each quarter, the system will generate a
reminder notification to the dealer to update the profile.
AASM Approval: Every update to the profile must be reviewed and approved by
AASM. The dealer must submit their changes for
AASM approval by clicking "Send to AASM"
within 10 business days of their update.
Profile Status Notifications: System provides
various alerts in the notification bar to indicating
the action that is required by the dealer to keep their profile updated:
o : Indicates that profile needs update by the dealer
o : Indicates that profile must be sent to AASM for approval
o : Indicates that profile is waiting for AASM approval
o : Indicates that profile is confirmed
The sections below provides details on each module of the profile.
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Module: General Information
Captures information about dealership address and contacts and also allows uploading
photos of dealership service drive and waiting/amenities area.
Address
Dealer Name: Official name of the dealership. The field is read only and pre-
populated.
Dealer Code: Unique code assigned to
the dealership by Audi. This field is
read-only and pre-populated.
Region: Audi Region to which
dealership belongs. The field is read only
and pre-populated.
Area: Audi Area to which dealership
belongs. The field is read only and pre-
populated.
Street, City, Zip: The address details of
the dealership
Key Dealer Contacts
Service Manager: Dealership Service
Manager name
Service Manager Dealership Service
Manager email
General Manager: Dealership General
Manager name
Parts Manager: Dealership Parts Manager name
Dealer Principal: Dealership Principal name
Key Field Contacts:
AASM: Area Aftersales Manager for the dealership. The field is read only and pre-
populated.
AASM Email: Area Aftersales Manager Email. The field is read only and pre-
populated.
RASM: Regional Area Aftersales Manager for the dealership. The field is read only
and pre-populated.
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RASM Email: Regional Area Aftersales Manager email. The field is read only and
pre-populated.
Photo Uploads:
Service Drive: Upload photos related to service drive in this section.
Waiting Area/Amenities: Upload photos related to waiting area/amenities in this
section.
Module: Stalls
Captures data around stall/bays in the service drive including work stalls, alignment
racks, and car wash bays.
Work Stalls
Number of Actual On-Site Stalls: Number of stalls dedicated for Audi vehicles in
the dealership’s location
Number of Actual Off-Site Stalls: Number of stalls dedicated for Audi vehicles
outside dealership’s location
Number of Waiter Stalls: Number of Audi Waiters stalls available in the
dealership.
Number of Executive Service Stalls: Number of Audi Executive Service Stalls
available in the dealership.
Total Stalls: This field is
read-only and shows the
sum of all the stalls available
in the dealership. The sum
will populate automatically
when the user enters
Number of Actual On-Site,
Number of Actual Off-Site,
Waiter's Stalls and Executive
Service Stalls.
Number of Potential Work
Stalls: Number of Potential
stalls that are available for Audi Dealership which is used for Stalls.
Alignment Racks
Number of Alignment Racks: Number of wheel alignment racks with lifts
available in the dealership for Audi vehicles.
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Car Wash Bays
Automated Car Wash: This field allows users to select an option for Automatic Car
Wash installed in the dealership. If the user selects "No" then automated Car Wash
Type Field will be disabled automatically.
Automated Car Wash Type: Select the type of car wash system available. Choose
one of the three options - Chain Drive, Drive Thru pull or Drive In.
Number of Car Wash Bays: Number of Car Wash Bays available in the dealership
at present.
Number of Detail Bays: Enter Number of Detail Bays available in the dealership at
present.
Module: Staff
Captures information on dealership service employees including current and future.
Employees
Number of Technicians: Number of Full-time, Part-time and Audi Assist
Technicians working in the dealership. Include all technical types (except Foreman)
Number of Service Advisors: Number of Full-time and Part-time Service Advisors
working in the dealership.
Number of Foremen: Number of Full Time and Part Time Foremen working in the
dealership.
Number of Apprentice
Technicians/Helpers:
Number of Full-time
Apprentice/Helpers
working in the
dealership.
Number of Cashiers:
Number of Full Time
and Part Time Cashiers
working in the
dealership.
Number of Valets/
Porters/ Waiters: Number of Full Time and Part Time Valets/ Porters/ Waiters
working in the dealership.
Seeking Employees
Number of Technicians: Number of Full-time, Part-time, and Audi Assist
Technicians that the dealership is planning to hire in future.
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Number of Service Advisors: Enter Number of Full-time and Part-time Service
Advisors that the dealership is planning to hire in future.
Number of Foremen: Enter Number of Foremen that the dealership is planning to
hire in future.
Number of Apprentice/ Technicians/ Helpers: Enter Number of Full-time
Apprentice/ Helpers that the dealership is planning to hire in future.
Number of Cashiers: Enter Number of Full Time and Part Time Cashiers that the
dealership is planning to hire in future.
Number of Valets/ Porters/ Waiters: Enter Number of Full Time and Part Time
Valets/Porters/Waiters that the dealership is planning to hire in future.
Module: Hours of Operation
Captures information about technician, service advisors, and foremen shift hours as well
as dealership’s hours of operations for parts, service and sales department
Dealership Hours
Showroom Hours: Captures the hours of
operation for the Sales Department in the
dealership. Users can select Open and Close
hours from Monday-Sunday. Select ‘closed’ for
non-working days
Parts Department: Captures the hours of
operation for the Parts Department in the
dealership. Users can select Open and Close
hours from Monday-Sunday. Select ‘closed’ for
non-working days
Service Drive: Captures the hours of operation
for Service Drive in the dealership. Users can
select Open and Close hours from Monday-
Sunday. Select ‘closed' for non-working days
Number of Services and Parts closed days in
a year: Enter the number of days the
dealership is closed including public holidays
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Employee Work Hours
Technicians:
o Shift Hours: Enter the total number of shift hours a technician can work for
each day in the
week. Enter ‘0’ if
there is no
technician’s shift for
the day. You can
also enter partial
hours (e.g. 2.5
hours)
o # Employees: Enter
the total number of
technicians
available to work
for each day in the
week. Enter ‘0’ if
there is no
technician’s shift for the day. Also, you can enter part-time or partial
employees (e.g. 3.3).
o Work hours: Displays the total available work hours for technicians per day.
This field is pre-calculated by multiplying shift hours with # of Employees
for each day and is read only
o Total Work Hours: Sum of technicians work hours from Monday-Sunday.
This field is pre-calculated and read-only.
o First Tech In: Select the start time of technician’s first shift for the day. Select
‘Closed’ if technicians does not work on a particular day
o Last Tech Out: Select the end time of technician’s last shift for the day. Select
‘Closed’ if technicians does not work on a particular day
Service Advisors:
o Shift Hours: Enter the total number of shift hours a service advisor works
for each day in the week. Enter ‘0’ if there is no service advisors’ shift for the
day. You can also enter partial hours (e.g. 2.5 hours).
o # Employees: Enter the total number of service advisor who works for each
day in the week. Enter ‘0' if there is no service advisor shift for the day. Also,
you can enter part-time or partial employees (e.g. 3.3).
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Foremen:
o Shift Hours: Enter the total number of shift hours a foreman works for each
day in the week. Enter ‘0' if there is no foremen's shift for the day.
o # Employees: Enter the total number of foremen who work for each day in
the week. Enter ‘0’ if there is no foremen’s shift for the day. Also, you can
enter part-time or partial employees (e.g. 3.3).
Module: Parts Department
Captures information on parts department processes
Parts Storage Information
Maintenance Packaged Parts: Select this if your dealership uses Maintenance
Packaged Parts process in the service lane.
Pre-Pulled Parts: Select this if your dealership uses Pre-Pulled Parts process in the
service lane.
Parts in Bay: Select this if your dealership uses Parts in Bay process in the service
lane.
Parts Delivery in Bay: Select this
if your dealership uses Parts
Delivery in Bay process in the
service lane.
Electronic Technician Parts
Request: Select this if dealership
uses Electronic Technician Parts
Request.
Module: Others
Captures information on technology tools, space available and tire storage
Space Information
Loaner Cars: Enter the number of Loaner cars available in the dealership for
customer's use.
Parking Spaces:
o Service Parking Spaces: Parking spaces allotted for Service Drive activities
including customer parking, cars currently being worked on, etc.
o Retail Parking Spaces: Parking spaces allotted to for sales department
o Employee Parking Spaces: Parking spaces allotted for employees
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Area (SQ FT) Information: Enter the total area available (in square feet) for the
following:
o Workshop
o Parts
Department
o Service
Reception and
Waiting Area
o Accessory Parts
Boutique
Service Lane:
o Number of
Service Lanes:
Enter the number of Service Lanes currently available in dealership
o Service Lane Capacity: Enter the length and width of each service lane in car
length measurement. In case of service lanes being of different car lengths,
enter the measurement of largest available service lane
Customer Waiting Area Seats: Enter the number of seating spaces available for
customers to sit in both service drive and sales department
Technology Tools
Online Scheduling Tools: Select ‘Yes’ if an online system is used by customers to
schedule work in dealership
o If you have selected ‘yes’, select the vendor/system that provisions the online
scheduling tool
In case the
vendor/system is
not available in
the list provided,
choose ‘Others’
and enter the
name
Multipoint Inspection: Select
‘Yes’ if multipoint inspection is
done in the dealership
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o If you have selected ‘yes’, select the type of multipoint inspection (digital or
paper based)
If you have selected ‘digital’, then select the vendor/system who
provides the service
In case the vendor/system is not available in the list provided,
choose ‘Others’ and enter the vendor name
Select ‘Yes’ if the selected/entered vendor/system is same for
service and workshop. Otherwise, select ‘No’
Technologist: Select ‘yes’ if a technologist is available in dealership to answer
customer’s questions
Mobile/Handheld Devices:
o Select ‘yes’ if mobile/handheld devices are used in both Service Drive and
Workshop
If you have selected ‘yes’, select the vendor/system who provides the
system. In case the option is not available in list, select ‘Others’ to
enter the service provider name
If you have selected ‘yes’, select the device type used. In case
the option is not available in list, select ‘Others’ to enter the
device name
RFID: Select ‘yes’ if radio-frequency identification (RFID) is used in dealership
DMS Provider: Select the Dealer Management System (DMS) used in the
dealership. In case the option is not available in list, select ‘Others' to enter the
service provider name
Tires
Tire Carousels: Select ‘Yes’, if Tire Carousels are available in the dealership
Tire Storage:
Select ‘Yes’, if
tires are
stocked in the
dealership
Number of Tire Mounting Machines: Enter number of Tire Mounting Machines
available in dealership
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Number of Wheel and Tire Balancers: Enter number of Wheel and Tire Balancers
available in dealership
DRSG: Select ‘Yes’, if Dynamic Retail Selling Guide (DSRG) is used in the
dealership
5. Planning
5.1. Capacity Forecast Service Foresight leverages big data
platform and algorithms to forecast
dealership’s service capacity needs. Using
dealer specific historical and forecasted
demand and supply drivers, the platform
predicts resource requirements over a 5-
year planning period. Below is a high-level
overview of the capacity forecasting
methodology.
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The 5-Year capacity plan, including various drivers of the capacity, is provided in the
Capacity Forecast report as shown below.
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Below are the key metrics that are provided as part of the Capacity Forecast:
- Trends Cycle VIO: Forecasted Vehicles in Operation for the dealership based on
internal Audi reporting as opposed to PAI-based VIO.
- Trend Cycle %: This measures the % of dealership Trend Cycle VIO (as opposed to
PAI-based VIO) that had least one service visit at the dealership in last 12 months
- VINs Serviced: Forecasted VINs to be serviced at the dealership for Future years
- RO per VIN: Average Repair Orders per VIN used in the capacity forecast
calculations. This is based on dealership’s historical 12 repair order history and is
assumed to be constant for future years.
- Hours per RO: Average Hours per Repair Order used in the capacity forecast
calculations. This is based on dealership’s historical 12 months repair order history
and is assumed to be constant for future years.
- Hours per Technician: Average Hours per Technician productivity. This is based
on dealership’s historical 12 repair order history and is assumed to be constant for
future years.
- Hours per Stall: Average Hours per Stall productivity. This is based on dealership’s
historical 12 repair order history and is assumed to be constant for future years.
- Sold Hours: Total labor hours forecasted to be sold in future years.
- Technician Required: # of Technicians needed for future years
Red: Indicates that current technician capacity is lower than future need
Yellow: An indicator to dealer to get ready for future year's technician needs
- Stalls required: # of stalls needed for future years
Red: Indicates that current stall capacity is lower than future need
Yellow: An indicator to dealer to get ready for future year's
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5.2. Scenarios Scenarios provide dealers a “what-if”
analysis tool to assess the impact of various
resource and demand assumption on current
and future capacity plans. Dealers can create
and save multiple scenarios while tweaking
specific production and/or demand
parameters for current and future planning
years.
Below is an overview of the Scenario Planning tool.
Some of the key features of the tool include:
Multiple Scenarios: Users can create, load and save multiple capacity planning scenarios
to model different production and demand parameters
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Production Capacity Parameters: Users can
model different shift capacities by changing
the number of Tech, their daily Shift Hours
and over Technician Efficiency. The dealer
can set these parameters to desired value
and can simulate future state capacity needs.
Tip: Both Techs and Shift Hours can be entered
as fractional values. This allows users to simulate
part-time shifts as well.
Tip: Change Technician Efficiency if you
anticipate workshop processing improvement.
Demand Variables: This section gives the
user an overview of the key demand drivers
that the simulator uses to forecast future
capacity requirements. The user can select
the future planning year and simulator will
automatically calculate the impact on
capacity requirements as well production
outputs.
Note: Service Foresight pre-calculates various
parameters specific to the dealership for the
simulator by Vehicle Age, including future
Vehicles in Operation (VIO), Trend Cycle
Effectiveness, ROs per VIN, Hour per RO, etc.
Note: Trend Cycle Effectiveness is the measure of
how much service volume is expected at the
dealership.
Users must click this icon to update
simulation results after tweaking any the simulation parameters.
Technician Efficiency:
Labor Hours Sold / Available Tech
Hours, Averaged Over 12 Month
Time Fence
Trend Cycle Effectiveness:
The % of VIO in Dealership PAI
that visited Dealer for ANY service
work in last 12 months
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Scenario Outputs:
This section provides
outputs of the scenario
modeling.
These outputs are populated
once the user clicks Run
Scenario icon.
Capacity Required:
Identifies key assets dealer
will need to meet the
forecasted demand: Technicians, Stalls, Service Advisors, Average Shift Hours per
Production: Shows select production and sales KPIs for the modeled scenario: RO
Counts, Hours Sold, Hours per RO, Hours per Tech, Hours per Stall, Labor $ Sold
Scenario Management
- Users can save the scenario for future reference by clicking “Save” button.
- Entering the name of a previously saved scenario and clicking on the “Load” button
will load the saved scenario.
- “New” button will clear the current scenario and allow user to create a new
scenario
- “Delete” will delete existing saved scenario
- Users must click icon to run a scenario after changing existing scenario
parameters or when a new scenario is loaded.
- Users can also print the current scenario details by clicking the PDF icon at the top.
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5.3. Action Plans The Action Plans module, available under the
Planning menu, is the tool that dealers can use
to develop, implement and manage capacity
improvement plans. This module allows users
to create multiple action plans, each with its
specific task list as well as timelines.
Welcome Screen
When users enter the Action
Plan module for the first time
or do not have any existing
action plans, they are
prompted to create a new
Action Plan. Clicking the
‘Add New’ button will allow
the user to add a new action
plan.
Action Plan Anatomy
An Action Plan provides
several tracking elements.
Plan Name
Task List (Up to 4)
Approval Workflow
Start/End Dates
Status
Notes
Documents
Action Bar
Action Plan Name
Enter a descriptive name to identify the action plan.
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Action Plan Tasks
Task represents specific
activities that dealers must
execute as part of the action
plan.
Click this icon to add new tasks to the action plan
Click this icon to edit an existing task
Click this icon to delete an existing task
For each task:
Provide task Description, Start and End date (mandatory fields).
Indicate task Progress as one of the following: Open, In-Progress and Complete. By
Default, all tasks will have status as ‘Open’.
Status color code to indicate task status:
o Black: Task is ‘Open’ and the end date is not due (greater than today’s date)
o Yellow: Task is ‘In-Progress’ and the end date is not due
o Red: This is delayed status and indicates that the task is either ‘Open’ or ‘In-
Progress’ state but the end date past due (end date less the today’s date).
o Green: Task is marked as ‘Complete’ irrespective of start or end date
Action Plan Start Date and End Date
Based on start, end dates and status of the tasks, the action plan start, end date and status is
established.
Start Date: The earliest start date for the tasks will be the Start Date of the action
plan.
End Date: The latest end date among the tasks will be the End Date of the action plan.
Action Plan Approval Workflow
Action Plans must be approved by the Dealer staff and Audi AASM before they can be
actively tracked.
An action can have a minimum of 1 task and a maximum of 4
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Click this icon to bring up Action Plan approval dialog box.
Dealer: Enter your Name and
click ‘Approve’ button. This
will mark the plan ‘Pending
AASM Approval” and will
send a notification to AASM for
approval.
AASM: Enter your Name and
click Approve’ button. This
mark the plan approved.
Plan Status
Action Plan Status
Action Plan status is determined based on the approval state and the status of individual
tasks in the action plan. Various status indicators are as follows:
Note: Approval state will change based on approval lifecycle:
New: Saved and Unsaved Action Plans will have their approval status as ‘New’ by
default until the dealer submits the plan for AASM approval.
Pending AASM: Once dealer approves the plan, the Approval indicator will
change to ‘Pending AASM’ till AASM approves the plan.
Approved: This indicates that the plan has been ‘Approved’ by both the Dealer and
AASM.
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All new action plans will have a default state as ‘Open’. The status will
remain the same until the plan is approved by an AASM. Once an AASM
approves the action plan, the status will change according to the end date
and status of each task in the action plan.
This is displayed when if anyone of the task is ‘In-Progress’ but no other task
is delayed (red).
This is displayed if any one of the task status is delayed.
This is displayed when all tasks are marked ‘Complete’.
Notes
This gives users the ability to capture a brief record of facts, topics, or thoughts related to
the Action Plan.
Documents
Users can attach up to 4 documents to an action plan.
Images can be of the following format: png, jpg and bmp
Other documents can be of the following format: doc/docx, pdf, xls/xlsx
Click this icon to upload the
document.
Click this icon to delete an
existing document.
Icon Bar
Export current Action Plan as PDF
Brings up Upload document window
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Takes user to the notes section
Allows user to delete the entire Action Plan
Saves the Action Plan
Brings up the Approval workflow
Action Plans Listing
Clicking on the Action Plan menu will display the summary of all saved plans as shown
below.
Users can narrow down
the list based on the
criteria chosen in the
search fields.
Users can access the
Action Plan details by
clicking edit pencil icon.
5.4. Customer Pay (CP) Labor Hour Objectives
CP Labor Hours Objective is a dealer specific
metric established by AoA which can be used
to gauge their sales performance and help
them grow the business.
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The methodology to calculate the objectives leverages dealership specific data (e.g.
dealer’s service repair orders) to forecast customer pay labor hours. It also accounts for
internal and external factors that can influence the aftersales business.
The Labor Hour Objective report is divided into 3 sections:
Model Parameters
Benchmarks
Objectives (Annual and Monthly)
Model Parameters: This section provides details on the model
variables used to establish labor
hour objectives for the dealer. The
variables are specific both to the
dealership specific and to the age
of the vehicles that dealership has
serviced in the previous calendar
year based on dealer’s repair order
history.
Below are the key model
definitions:
Vehicle Age: This is calculated using the vehicle’s sale date (based on RDR)
Service Effectiveness: % of Vehicles in Operations (VIO) within dealer’s Primary
Area of Influence (PAI) with at least one Customer Pay RO in last 12 months.
o Effectiveness Trend Color Code is an indicator comparing of Dealership’s
performance against national performance.
Green indicates that the Dealer’s is above National Top Quartile
Red indicates that Dealer’s is below National Bottom Quartile
CP Parts to Labor (PL) Ratio: % of customer pay dollars sold for parts vs labor
average over the past 12 months
Note: For more info, refer to Labor Hours
Methodology User Reference Guide in the help
section of the Service Foresight portal.
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CP RO per VIN: Average customer pay Repair Orders per VIN over the past 12
months
CP Hours per RO: Average customer pay Hours per Repair Order used over past
12 months
Effective Labor Rate: Average billed labor rate calculated as total labor dollars per
labor hour sold over the past 12 months
Benchmarks
Provides a summary of key model metrics for Dealer’s Sub-area, Region and Nation. Also
allows users to see the impact on labor hour objective by using different benchmarks for a
base model.
Labor Hour Objectives:
This section provides annual and monthly labor hour objectives for each future year. The
objectives adjust based on future year’s VIO which is forecasted by AoA and is specific to
each dealer.
Click this icon to export objectives page to a PDF for offline viewing.
6. Analytics This module provides a variety of reports to dealers to gauge their performance. These
include:
Service Effectiveness Trends
Performance Analysis
Sales Analysis
Labor Objective
Collision Opportunity
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6.1. Service Effectiveness This report shows month over month Service Effectiveness trends.
Metrics:
Service Effectiveness is % of Vehicles in Operations (VIO) within dealer’s Primary
Area of Influence (PAI) with at least one Customer Pay RO in last 12 months,
excluding vehicles that are 0-12 months old (Age 0).
VIO are based on Dealer’s primary area of influence.
Vehicle Age is calculated using the vehicle’s sale date (from RDR).
Filters:
Year: Required (Default: current year)
Outputs:
Bar Chart: Shows overall service effectiveness for past 4 months
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Line Chart: Shows monthly service effectiveness by vehicle age for the month
selected from the bar chart.
Table: Shows monthly service effectiveness by vehicle age for last 12 months
based on the selected year-month from
Export:
Click this icon to export outputs to Excel.
Click this icon to export outputs to PDF.
Click on column chart to change line chart year-month
6.2. Performance Analysis
This report shows a variety of
metrics related to dealership's
production capacity and
effectiveness Report Screen
Filter Section:
Year- Required (Default: current year)
Benchmark- Dealership’s performance can be benchmarked to Sub-Area,
Region’s and National’s performance (Default: Sub-Area)
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Bar Graph: The Bar Graph shows the Technician and Stall efficiency for the benchmark
selected as National based on the selected for the current year.
Report Columns:
Qualified Repair Order (RO): Any repair order is
considered valid in the system as long it has Part $ >
0 or Actual/Billable Sold Labor Hours > 0
Service Effectiveness: % of Vehicles in Operations
(VIO) within dealer’s Primary Area of Influence
(PAI) with at least one Qualified Customer Pay RO
in last 12 months.
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Technicians: Count of Technicians available at the dealership per dealership profile
data. This includes all technician types (e.g. Master Techs, Foreman, etc.) and both
part-time and full-time staff.
Stalls: Count of stalls available at the dealership per dealership profile data. This
includes Regular Stalls, Waiter Stalls, and Executive Stalls.
Technician Available Hours: Total number of technician hours available based on
shifts and technicians available per dealership profile data for the selected time
fence.
Technician Sold Hours: Total number of technician hours sold regardless of pay
type over the selected time fence.
Technician Efficiency %: Measures as % of Technician Available Hours to
Technician Sold Hours over selected time fence.
RO Count (Total): Count of all repair orders (regardless of pay type) serviced by
the dealership in the selected time fence.
RO per Technician: Count of all repair orders (regardless pay type) over the
selected time fence divided by the number technicians at the dealership per the
profile data.
Total $ Sold: Total parts and labor dollars sold on all repair orders regardless of
pay type over the selected time fence.
Total $ Sold per RO: Average parts and labor dollars sold per repair order,
regardless of pay type, over the selected time fence.
Total Sold $ per Service Advisor: Average parts and labor dollars sold per service
advisor, regardless of pay type, over the selected time fence. The number of
available service advisors is based on dealership’s profile data.
Total Sold $ per Technician: Average parts and labor dollars sold per technician,
regardless of pay type, over the selected time fence. The number of available
technicians is based on dealership’s profile data.
Total Sold $ per Stall: Average parts and labor dollars sold per stall, regardless of
pay type, over the selected time fence. The number of available stalls is based on
dealership's profile data.
Export Options:
Report can be exported via Excel using icon and PDF using icon
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7. Help and Support Users can access help via user guide documents or reach out to the support team to
answer their questions, as outlined below:
Click this icon to access help documents.
Click this link to email to the support desk.
Help Documents
Clicking on any document will load the
document in the PDF viewer. Users can
also download the documents for offline
viewing.
Portal User Guide
Profile Guide
Labor Hour Objective Methodology
Guide
Capacity Forecast Methodology Guide
Video Webinars
Email Support
Users can submit a query to Service Foresight help desk by filling the query form as
outlined below:
The User Name will be
automatically populated. Type
your name and email address.
Choose a Category for your
inquiry and type you inquiry in
the comment box.
You can attach a file if
necessary.
Select Submit when you are
ready to send.