BASIC WORKSHOP

MANAGEMENT

Workshop New Appearance

New Man power attitudde,
Facility Uniform & Qualification
Optimizing All Workshop
Facility

Simplify & Interactive

Marketing Approach
Overjoyed Experience Effective digital marketing follow
Create “WOW” for new customers experience milenial era
Mission of Service Activity

PDI Connecting the chains!

Time of Time of
New Sales Re-purchasing

FS1 FS2 FS3… PM PM…

Retention ratio to be maintained

Salesman SRO, Service Advisor, Technician Salesman

Not only technical breakdown happened but also incident

happened during daily usage
Automotive Business Flow
New Car
Sales
Repurchase Maintenance

Certified Service &

Used Car Parts

Estimation Repair
Certification
Body &
Paint

“To Complete after sales business to give total services for

Suzuki’s Customer and capture new car sales market”
 SERVICE PROCESS

Workshop New Appearance

New Man power attitudde,
Facility Uniform & Qualification
Optimizing All Workshop
Facility

Simplify & Interactive

Marketing Approach
Overjoyed Experience Effective digital marketing follow
Create “WOW” for new customers experience milenial era
 SERVICE PROCESS BERESS

Passanger Car Security Aftersales Service Pre-Inspection

BeresS by SA
PSF & Booking Advisor
(Periodical
Reminder by Maintenance) (Windshield
(SRO) Tracking)

Job Order Periodical

Free Service Maintenance
Delivery by
SA
EM
Stall

Control Room Foreman Reguler

Stall
Service in
Job Monitoring Progress
Paymet
Process

Pre Delivery Explanation on Wash & Vacuum Job Status Final Inspection
Control Room Foreman
check by service done Service Done By Foreman
SA by SA
 Tempatkan oil drainer di posisi
yang sesuai & buka plug oli

Inspector melakukan inspeksi

Inspector melakukan inspeksi kekencangan roda
kekencangan roda LF

Inspector melakukan proses

inspeksi ruang mesin
Turunkan lift ke midle position Inspector melakukan proses
Inspector
inspeksi
melakukan
pemasangan stiker oli dan
inspeksi SDT

Letakkan trolley dibawah roda LF

Check tekanan angin ban Check tekanan angin ban RF
Check ketebalan tapak ban Check ketebalan tapak ban
Check bearing roda Check bearing roda
Letakkan
Buka rodatrolley
LF dibawah roda LR Buka roda RF
Check
Pasangtekanan
2 mur rodaangin ban LR Isi Oli2 Mesin
Pasang mur roda
Check ketebalan
Buka brake tapak ban
caliper Check
Buka brakeLevel Oli Mesin
caliper
Check bearing
kebocoran roda
minyak rem(seal) Pasang E/G Oil
Check kebocoran minyak filler cup
rem
Buka roda brake
Bersihkan LR pad & disc brake Cek Drive
Buka brake pad belt
Buka LR brake
brake paddrum Cekrun-out
Check volumedisc air Washer
caliper
Bersihkan & stel
Check run-out celah
disc brake shoe
brake Bersihkan brakeminyak
Cek volume pad & discrem brake
Check ketebalan brakevenier
brake pad(use shoe caliper) Cek oli power steering
Check brake pad(pakai venier caliper)
Check
Pasangrem tangan
brake pad(greasing pad) Buka
Buka brakeE/G cover
pad(greasing pad)
Pasang brake drum Buka Spark Plug
Kembalikan caliper
Oil Drainer (Oil Pasang brake caliper
Check brake line & kebocoran minyak
minyakrem
rem Pasang
Check brakeSpark
line &plug baru minyak rem
kebocoran
Drainer area)
Check shock absorber Pasang E/G cover
Check shock absorber
Pasang roda LR
RF wheel Pasang RF wheel
Inspector melakukan inspeksi Inspector melakukan inspeksi
kekencangan roda LR kekencangan roda RR
 MAN POWER DEVELOPMENT

Workshop New Appearance

New Man power attitudde,
Facility Uniform & Qualification
Optimizing All Workshop
Facility

Simplify & Interactive

Marketing Approach
Overjoyed Experience Effective digital marketing follow
Create “WOW” for new customers experience milenial era
Man Power Development
PLATINUM GRADE

GOLD GRADE

SILVER GRADE

BRONZE GRADE

SPECIAL TRAINING

E-LEARNING

ATERSALES PORTAL
 CUSTOMER SATISFACTION

Workshop New Appearance

New Man power attitudde,
Facility Uniform & Qualification
Optimizing All Workshop
Facility

Simplify & Interactive

Marketing Approach
Overjoyed Experience Effective digital marketing follow
Create “WOW” for new customers experience milenial era
Customer Satisfaction
Customer Satisfaction
Customer Satisfaction
Customer Satisfaction
 AFTERSALES SERVICE BASICS

Workshop New Appearance

New Man power attitudde,
Facility Uniform & Qualification
Optimizing All Workshop
Facility

Simplify & Interactive

Marketing Approach
Overjoyed Experience Effective digital marketing follow
Create “WOW” for new customers experience milenial era
• Service Market
• Service Capacity
• Service Organization
• Service Products
• Service Business & Financials
• Service Market
• Service Capacity
• Service Organization
• Service Products
• Service Business & Financials
Service Market

1. Unit In Operation (UIO) / Populasi

• Jumlah mobil yang beroperasi selama n
tahun (misal : n = 8)
• Dasar perhitungan adalah menggunakan
data penjualan berdasarkan registrasi polisi
• Berdasarkan studi, untuk Suzuki digunakan
data 8 tahun terakhir
 Service
A. Market
Service Market

1. Unit In Operation / Populasi (P)

• Dari contoh dibawah, di akhir 2009, populasi
kendaraan Suzuki adalah : ….. (535 unit)
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

20 30 45 50 50 60 70 80 90 90
 Service
A. Market
Service Market
2. Potential Service Demand (PSD)
• adalah potensi kebutuhan / datangnya
pelanggan ke bengkel untuk perawatan berkala
dalam 1 tahun
• Satu unit mobil akan diasumsikan membutuhkan
perawatan sebanyak m kali dalam 1 tahun.
• m diasumsikan 3 - 4 kali dalam setahun

PSD = UIO x m
A. Service
Service Market
Market
2. Potential Service Demand (PSD)
• Asumsi pelanggan datang 4x/tahun (m=4)
• Dari UIO diatas (535 unit), didapat:

PSD = 535 x 4 = 2140 unit

 Service
A. Market
Service Market
3. Service Coverage (SC)
• kemampuan bengkel untuk melayani potential
service demand atau service market

Unit masuk 1 tahun

SC = × 100 %
PSD
 Service
A. Market
Service Market
3. Service Coverage
• Contoh: Rata-rata unit masuk per bulan = 60 unit
• Dalam 1 tahun = 60 x 12 = 720 unit service

720
Service Coverage = × 100 %
2140
= 33.64 %
Service Capacity

• Service Market
• Service Capacity
• Service Organization
• Service Products
• Service Business & Financials
 Service
B. Capacity
Service Capacity
1. Kebutuhan Stall
• Idealnya semua UIO dapat masuk ke bengkel
• Dari target Service Coverage, tentukan
kebutuhan / investasi stall
Target Unit Coverage = PSD x Target SC

Sehingga :

PSD × Target SC
Stall =
Hk × 2.5
Hk = jumlah hari kerja dalam 1 tahun (asumsi hari kerja = 300 hari)
 Service
B. Capacity
Service Capacity
1. Kebutuhan Stall
• Misalnya target coverage = 75%, 300 hari kerja
• Maka kebutuhan stall

2140 × 75%
Stall =
300 × 2.5
= 2.14 ≈ 3 stall
 Service
B. Capacity
Service Capacity
3. Produktivitas Stall
• Jumlah unit service yang diperbaiki untuk 1 stall
terpasang

∑ Unit Service
Produktivitas stall = ∑stall x Hk
∑Unit Service = jumlah unit service dalam satu periode
∑ stall = jumlah stall di dealer
Hk = Jumlah hari kerja dalam satu periode
 Service
B. Capacity
Service Capacity
4. Produktivitas Teknisi
• jumlah unit yang dapat diperbaiki mekanik dalam 1
hari.

∑ Unit Service
Produktivitas teknisi = ∑teknisi x Hk

∑Unit Service = jumlah unit service dalam satu periode

∑ stall = jumlah teknisi di dealer
Hk = Jumlah hari kerja dalam satu periode
B. Service
Service Capacity
Capacity

Norma Standar

Produktivitas
Produktivitas Stall Mekanik
1 Teknisi / stall 2.2 - 2,5 2.2 - 2.5
B. Service
Service Capacity
Capacity
Prod. Prod.
Stall Mekanik Kesimpulan Solusi

•Unit masuk kurang •Tingkatkan unit masuk

•Unit masuk kurang •Tingkatkan unit masuk

•jumlah teknisi optimal •Pertimbangkan tambah
jumlah teknisi

•Jumlah teknisi kurang •Tambah teknisi

•Unit masuk kurang •Tambah unit masuk (*)
•Optimal •Tingkatkan revenue/unit

•Unit masuk dan pekerjaan •Ekspansi

over •atau Re-lay out bengkel

= Kurang dari target = Sesuai target = Melebihi target

Service Organization

• Service Market
• Service Capacity
• Service Organization
• Service Products
• Service Business & Financials
 ServiceOrganization
Service Organization

Owners/
GM/Operation Manager

Customer
Relationship
Officer

Sales Service Spare Parts Finance & Adm

Manager Manager Manager Manager

Service Marketing
Service
Administrasi Representative Foreman Kasir
Advisor (SA)
(SMR)

Petugas
Pengatur Teknisi
kendaraan (PPK)
Service Products

• Service Market
• Service Capacity
• Service Organization
• Service Products
• Service Business & Financials
C.Service
Service
ServiceCapacity
Products
Products

Perbaikan

Perawatan
Upselling
-Spooring & Balancing
- Tyre Service
-Car Salon
-Paket Service

Jasa, Spareparts, Oli, Sublet, dll

Service Business & Financials

• Service Market
• Service Capacity
• Service Organization
• Service Products
• Service Business & Financials
4.Service
ServiceBusiness
Business&&Financials
Financials
• Revenue Service / unit
• Gross Profit
• Net Profit (Sebelum pajak)
• Absorption Rate
4.Service
ServiceBusiness
Business&&Financials
Financials
1. Revenue Service per Unit :
• nilai penjualan service per unit kendaraan yang
diperbaiki.

Nilai penjualan service (jasa, parts, oli, sublet)

Revenue service per unit =
Total unit masuk

*) diluar PDI

• Perawatan berkala
• Collect Order oleh SA
4.Service
ServiceBusiness
Business&&Financials
Financials
Contoh :
Pada BulanPDIJuni 2009
FS I: FS II Routine
Service
Qty 5 3 2 50
Jasa 200.000 500.000 400.000 10.000.000
Spareparts 500.000 400.000 36.950.000
Oli & Sublet 750.000 500.000 20.000.000
Total Rp 200.000 1.750.000 1.300.000 66.950.000

1.750.000 + 1.300.000 + 66.950.000

Revenue service per unit =
3 +2 + 50
70.000.000
=
55
Revenue service per unit = Rp 1.272.727
4.Service
Service Business
Business & Financials
& Financials
2. Gross Profit
– keuntungan kotor bengkel tidak termasuk biaya
operasional dealer (Service, sales, spare part)

Gross Profit = Penjualan Service (Jasa, Parts, Oli & Sublet) - Harga Pokok Pembelian (Parts, Oli & Sublet)

Gross Profit
% Gross Profit =
Penjualan Service (Jasa, Parts, Oli, Sublet)

• over discount
• Parts : VOR, Emergency
Order, Local Purchase
4.Service
ServiceBusiness
Business&&Financials
Financials

Service Sales Revenue Discount

HPP Parts, Oli, Sublet Gross Profit

Operating Expenses

Net Profit

Gross Profit ‘

Net Profit ‘
4.Service
Service Business
Business & Financials
& Financials
2. Gross Profit
– Contoh:
Penjualan Jasa Rp. 10.200.000
Penjualan Parts Rp. 40.000.000
Penjualan Oli & Sublet Rp. 20.000.000
HPP Parts Rp. 30.000.000
HPP Oli & Sublet Rp. 15.000.000

Gross Profit = Rp. 70.200.000 – Rp. 45.000.000 = Rp. 25.200.000,-

Rp. 25.200.000
% Gross Profit = = 35 , 89 %
Rp. 70.200.000

Indikator Industri Otomotif 30 – 40 %

Gross Profit
4.Service
Service Business
Business & Financials
& Financials
3. Net Profit
– Nett Profit (Laba bersih) adalah Selisih antara gross profit
dengan biaya operasional dealer

Nett Profit = Gross Profit – Overhead cost

Nett Profit
% Nett Profit =
Penjualan Service (Jasa, Parts, Oli, Sublet)

Perkecil Operating
Expenses Efisiensi
4.Service
Service Business
Business & Financials
& Financials
3. Net Profit
Gaji Rp. 9.000.000
Listrik, Air Rp. 5.000.000
Lain-lain Rp. 3.000.000

Jika biaya operasioanal dealer (overhead cost ) = Rp 17.000.000

Nett Profit = Rp. 25.200.000 – Rp. 17.000.000 = Rp. 8.200.000

Rp. 8.200.000
% Nett Profit = = 11 . 68 %
Rp. 70.200.000

Indikator Industri Otomotif

Net Profit 8 – 15 %
4.Service
Service Business
Business & Financials
& Financials
4. Absorption Rate
– Persentase coverage profit bengkel untuk menutup biaya
operasional 3S (Sales, Service Spareparts)

Nett profit
Absorption rate =
Operating Expenses 3S (Sales, Service, Sparepart)
4.Service
Service Business
Business & Financials
& Financials
4. Absorption Rate

Jika biaya operasional dealer 3S (Sales, Service, Spareparts)= Rp . 40.000.000, maka:

Rp. 8.200.000
% Absorption rate = = 20 . 05 %
Rp. 40.000.000
 SERVICE STANDARIZATION

Workshop New Appearance

New Man power attitudde,
Facility Uniform & Qualification
Optimizing All Workshop
Facility

Simplify & Interactive

Marketing Approach
Overjoyed Experience Effective digital marketing follow
Create “WOW” for new customers experience milenial era
Standarisasi

APA ITU
STANDARISASI ??
Standarisasi

PROFILE & ESPEKTASI KONSUMEN SELALU BERUBAH

 Standarisasi

Contoh Soal :
Set up area workshop dengan 10 Stall
Note : “Masih ada lahan sisa = Workshop”

Pertanyaan :
1. Jumlah parkir
2. Set up Area Penerimaan, Waiting Lounge
3. Set up area Workshop
4. Business Plan yang disiapkan
Standarisasi
STANDARISASI

NO ITEM Jml
1 Parkir 10-12
2 Meja SA 5
3 Meja SRO 1
4 Meja Cashier 1

5 Workshop :
2 Post Lift 5
Scissor Lift 2
4 Post / Long Scissor 1
Standarisasi
Parkir :
Luas stall parkir : 2,5m x 5m = 12,5 m2
Tebal garis parkir : 10 cm
Nomor stall : Calibri uk.tinggi 30cm (posisi
ditengah)

Receiving & Delivery

Ukuran stall : 3m x 5m= 15m2
Warna garis : Kuning (Setara “Propan
paint”)
 PINTU MASUK PENDAFTARAN SERVIS
Standarisasi
 PINTU MASUK PENDAFTARAN SERVIS
Standarisasi
Standarisasi
 RUANG TUNGGU
Standarisasi
Standarisasi
Standarisasi Bengkel
Standarisasi Bengkel
Standarisasi Bengkel

Lapisan Epoxy

EPOXY FLOOR
MORTAR
CONCRETE + PRIMER SEALER

- Concrete untuk Automobile adalah K-300

- Total ketebalan lapisan ± 2000
- Warna “Hijau” Suzuki
(Green Pantone 562 & Munsell 5G5)
Standarisasi Bengkel

Dituntut konsisten menjalankan SOP & 5S

 Standarisasi Bengkel
• Pasang 10 lampu untuk setiap stall (4 lampu di kanan atas/sisi
lampu
dan 2 lampu di sisi depan dan sisi belakang)
• Pasang lampu di atas pada sisi kanan dan kiri di setiap stall.
• Ketinggian lampu di atas stall; 3,0 meter dari permukaan lantai.
• Sudut kemiringan lampu harus 45˚ menerangi area kerja.
• Intensitas cahaya minimal 400 lux
• Gunakan lampu neon yang hemat energi atau menggunakan
lampu
LED
Standarisasi Bengkel

Pipa Angin (Blue) ½ inchi

Pipa Air (Green) ½ inchi
Pipa Listrik (Red) ½ inchi

Pipa Angin (Blue) ¾ inchi

Pipa Air (Green) ¾ inchi
Pipa Listrik (Red) ¾ inchi
Potongan Braket Lampu
Standarisasi Bengkel
Standarisasi Bengkel
Standarisasi Bengkel
THANK YOU