Despite the abundance of car services and craftsmen in every city, none of them is sitting without work: the domestic demand for car repair services remains open. The number of machines is growing, both new and serviced, and they all require technical support.
In such conditions, opening a service station seems to be a profitable direction for investment. In this material, we will provide a detailed business plan for a car service center from scratch, talk about the stages of development and give an approximate calculation of payback.
Description of the car service project
You can really make money at a car service. Despite the high competition in the market, the demand for auto repair services remains high and continues to grow along with the growth of the car park in Russia.
You can get started in different formats; This car service business plan considers the idea of opening a multifunctional car service center, which will offer a wide range of services, from repairs to washing. This will allow you to reach as many clients as possible and increase revenue.
It is necessary to warn that it is better to open this business for a person with experience in car services or with the support of such an expert.
The case will require a fairly large investment, more than 10 million rubles. You can implement a project by your own efforts or with the help of franchisors.
The relevance of the auto repair business
The number of vehicles in Russia is growing every year. As of the beginning of 2019, the fleet of automotive vehicles in the country totaled almost 52 million units, 84% of which were passenger cars.
This directly affects the capacity of the car service market, because every car needs those. service. In value terms, the market capacity is about 600 billion rubles. in year. There is potential for further expansion due to the growth of the vehicle fleet and the deterioration of transport.
The following services are in high demand:
- car wash;
- body repair;
- tire fitting.
Other services of Autoservices are also in demand: no one is insured against breakdowns. Car owners do not like to postpone repairs, and on occasion they immediately contact the workshops.
Market situation
In the maintenance market road transport competition is high: in the regions of the country there are many single, network services and individual masters.
Independent services (single or network) account for more than half of the market. Individual auto repair shops (including the "garage" type) account for about a quarter of the market capacity. Authorized dealerships account for about 12-15%.
But the existing supply does not meet all the demand for those. service. The Russian economy is in crisis, which leads to a decrease in the income of citizens. This encourages people to save money and buy used cars, which a priori require more repairs.
Market and competitor analysis
There is a clear trend on the market, indicating an outflow of car owners from the official service centers to private companies (network and single). This is evidenced by a decrease in sales from "officials" from 49 billion rubles. in 2017 to 46 billion rubles. in 2018 In 2019, it is expected to decrease to 43 billion rubles.
Several large network companies operate in Russia, which have opened their branches in dozens of Russian cities. There are services specialized in trucks(for example, "TRUCK CENTER"), although most of the service stations are aimed, naturally, at category B cars.
The network companies have their own clientele, but for the most part, Russians prefer to make repairs in cheaper single services or at individual craftsmen. The auto service market in Russia is considered opaque: unregistered "garage" enterprises are very common (and popular) throughout the country.
Varieties of service stations
The varieties of auto repair shops differ both in the types of repair services and in specific specialization. Service types can be grouped into 4 categories.
- Official dealers. These are network services that serve vehicles of a particular brand. They are not so common in Russia; demand for the services of such dealers is moderate, including due to high prices.
- Service stations serving vehicles of one manufacturer or a specific model. Working in this niche is risky because the business is limited to a specific group of consumers.
- Single service stations with or without accreditation. The demand for such services is high, the prices for services are much more acceptable in comparison with the official centers.
- Car services in the garage. In unregistered service stations working underground, you can make inexpensive repair, but the professionalism of employees is often not too high.
Choosing the main line of business
Before you open the station of those. service, it is necessary to carefully analyze the market situation, the ratio of Russian and foreign cars, the competitive environment, their focus, opportunities and prices.
Most of the Russians who bought new car, after the expiration of the warranty, they go to alternative services offering good quality work on more low prices... And the owners of used cars do not apply to official centers.
This business plan considers the project of opening a single service station with the following list of services:
- tire fitting. Work with wheels: balancing, rubber replacement, tire repair, etc .;
- diagnostics and repair. Avtocepvis will work with cars of different brands. Most of the work is associated with the engine and chassis;
- carriage works. Body repair: welding, painting, straightening;
- car wash.
What do you need to get started?
Opening a modern service station will require a fairly large investment. Particularly highlighted is the item "equipment and inventory" - the purchase of high-quality equipment will require additional investments. It is necessary to create a stock of consumables and raw materials, but it must be remembered that many parts are ordered from external services at the expense of the client.
Table 1. The amount of initial costs for opening a car service.
Work and sales are expected in a city with a population of 1.5-2 million people. The additional costs include the costs of utility bills, promotion, preparation of premises, etc. The amount of tax deductions is not taken into account in the calculation.
Legal Issues
First, you need to choose the organizational and legal form: individual entrepreneur ( individual) or LLC (legal entity).
When registering, OKVED-2 codes are indicated, the main ones are:
- 45.3 "Top head of car parts, components and accessories";
- 45.20 "Maintenance and repair of vehicles";
- 45.20.3 "Washing of automobiles, polishing and provision of analogous services".
Part of the work does not require a license. For example, washing and lubrication work. For control and diagnostic work, painting, repair of brake control, glass tinting, etc. certification is required. For normal operation, the workshop must obtain the necessary permits. Full list services subject to certification is specified in OKUN.
It is necessary to obtain permits from the Fire Service, Sanitary and Epidemiological Station.
Accreditation rules
If it is planned to open a car service with a technical inspection point, you will need to obtain accreditation from the state.
Accreditation rules for station tech. services are listed below.
1. Availability of facilities and facilities required for technical diagnostics.
2. The ability to transfer information about the results of the maintenance carried out in a single automated system.
3. Availability of at least one technical expert.
To obtain accreditation, you must have sufficient material and technical resources and understand a variety of regulations. It will take at least 4-6 months to launch such a service station. During this time, it is necessary to obtain all documents and permission from the state (PCA), purchase and install equipment, employ technical personnel, including a certified specialist, create a system for documenting and transferring data.
Room selection
To open a multifunctional car service, an area of 800-1000 sq. m. In addition to working, warehouse and administrative premises, it is useful to equip a place for a small cafe, where customers can relax, buy drinks and snacks.
You need to choose a room based on the requirements of the SES:
- the minimum distance to residential buildings, public buildings, water bodies - 10-50 m;
- availability of all communication systems (water supply and sewerage, ventilation, heating, electricity, lighting);
- equip a changing room for staff, a shower room and a bathroom;
- when finishing the workspace, use oil-resistant materials;
- cover the inspection hole and 2/3 of the wall (from the floor) with ceramic tiles or oil paint;
- lay out the floor with tiles.
The nuances of the location of the service station
Where is it profitable to place a car service?
Firstly, in places near major highways and highways. There is a greater flow of cars here, that is, the likelihood of an influx of new customers is higher. Proper placement of advertisements in such places will ensure high traffic.
Secondly, near gas stations. Service in such a place will attract the attention of drivers. You can cooperate with a gas station, use it to promote your service station.
Thirdly, nearby or directly in garage complexes, where the density of cars and potential customers is high.
Fourth, not far from megamols, large shopping centers, etc. It is even possible to agree to use part of the territory of the shopping center parking lot to create a service station.
It is useful to choose a location close to major transport hubs, where there are no competitors (in the immediate vicinity). You need to equip a parking lot at a car service.
Equipment
The service station purchases the equipment necessary to provide the entire list of repair services:
- diagnostic stand with computer equipment, scanner;
- wheel alignment stand with sensors;
- tire fitting equipment;
- welding equipment;
- motor tester;
- equipment for straightening;
- spray gun;
- lifts;
- jacks, etc.
All necessary hand tools are prepared, expendable materials, work uniforms and personal protective equipment.
You will need office equipment, a cash register, furniture (including a waiting area). It is useful to purchase special software for organizing all types of accounting, monitoring the repair process for each car.
With the specified equipment, you can open a multifunctional car service center. approximate cost will amount to 10 million rubles.
Search for suppliers of spare parts
Every customer expects his car to be repaired as quickly as possible. However, there are a lot of auto parts, and it is almost impossible to stock up on them all. This means that there is only one way out - to take a specific part under the order. This will require a reliable supplier who has the right products and can deliver them on time.
Secondly, you should choose your supplier wisely. This can be a local store and / or a large federal chain. It is useful to establish contact with the supplier of spare parts without unnecessary intermediaries.
Thirdly, you need to cooperate with delivery services. Of course, this is additional money, but it can be added to the client's account.
Staff
Different personnel will be required to open a business. The working team will consist of:
- auto mechanics;
- minders;
- tire changers;
- bodyworkers;
- painters;
- welders;
- administrator for working with clients;
- auxiliary workers.
The services of an accountant can be ordered by outsourcing in an accounting office. Marketing promotion tasks can be delegated to advertising agencies. You also need to order security services from a specialized company.
It is important to find highly skilled workers; less qualified employees should make repairs under the supervision of more experienced colleagues. Recruiting must be taken very seriously.
The staff is rather big - it consists of 17 people, it is possible to combine several positions by the same specialists. The wages fund will be about 500 thousand rubles.
Marketing plan and effective advertising methods
If the service station works efficiently, people gradually learn about it, and word of mouth will do its job - the service's customers will tell their friends about the place, and this is how their own client base will arise.
However, at the first stage, in order to more actively attract new people, it is necessary to actively act in the field of marketing. Several methods are summarized below.
- Brand creation with all the attributes.
- Installation of outdoor advertising, signs on the roads, in places with high traffic, especially near the very center.
- Publication of announcements in the media.
- Creation of a website and its promotion on the Internet, maintaining a group of social networks, advertising on city forums.
- Affiliate marketing with car dealerships, catering establishments, etc.
Profitability and return on business
Initial costs - RUB 12.675 million.
When calculating revenue, we will proceed from the market average dynamics of attendance at service stations - 15-20 cars per day. The average check (excluding car wash) is 3.5 thousand rubles. And also at the car wash you can earn about 15 thousand rubles. per day (450 thousand rubles per month).
The monthly turnover will be 2.025-2.55 million rubles.
The total amount of monthly expenses is 1.8 million rubles.
Net profit (in developed condition) - 225-750 thousand rubles.
With this calculation, the car service center will pay off in 1.5-4.5 years.
Table 2. Business case for a business idea.
Business pros
In the context of an increase in the vehicle fleet, the idea of opening a car service seems to be very promising. Several advantages of this business:
- constant demand for auto repair services (in a broad sense). You need to take care of the car, troubleshoot in time. There are plenty of cars on Russian roads that need repairs;
- high markup for services. You can even earn money from the provision of small services, and more serious repairs often cost car owners a lump sum;
- thanks to this, the business is able to pay off quickly enough;
- regular customers of a car service are excellent word of mouth - they themselves will tell their friends about a high-quality service station, that is, they will contribute to advertising and promotion.
Cons and risks
First, skilled workers are not easy to find. The personnel who are directly involved in the repair must be well versed in the mechanics, performance and work processes of vehicles. Any mistake during the repair will lead to problems for the service itself and its position in the market, at least, or to more serious damage, if not an accident.
Secondly, in addition to finding good employees, they still need to be retained. It is necessary to create profitable terms labor, including providing a good salary. All these are additional costs, especially at the beginning of work.
Third, there is high competition. To attract a clientele, you will have to put in additional efforts in advertising and marketing promotion.
Fourth, seasonality. The service season opens in early autumn and closes in mid-spring. In summer, demand, although it remains, drops to a minimum.
Business development options
Even when the business gains a foothold and begins to bring in constant income, it is not worth stopping there.
You need to monitor the situation in the market and competitors, analyze their work, prices, take this into account when building your marketing policy and proposals.
It is possible to continue working without expanding the business, but this approach can lead to negative consequences in the future. If you do not look for new opportunities, they will be found and implemented by someone else, which can weaken the position of the car service on the market.
Several expansion options:
- engage in trade, for example, open a small auto parts store on the territory of the service station, lubricants, special liquids, etc.;
- open new centers independently or in partnership with other service stations;
- offer franchising services;
- expand to a cargo car service, etc.
Franchise autocepvica
For those with sufficient capital, you can take a simpler path - take a ready-made business model as an example by opening a franchise business.
Well-known Russian companies act as franchisors, and for a set fee they help start-up entrepreneurs in opening car services. Moreover, support is provided at all stages of business development. In fact, a franchisee entrepreneur acts according to a step-by-step scheme developed by specialists and gets the opportunity to work under an already well-known brand. If he has any questions, he can contact the franchisor's support service or a personal curator for support.
The scheme is attractive, but you have to pay for it. Firstly, make a one-time payment, and secondly, regularly pay royalties (monthly payments), a certain percentage of the proceeds. Naturally, you need to have a certain amount of initial investment.
Franchising services for Russian market are offered by several companies, let's highlight the main ones:
- "White Service";
- Bosch Car Service;
- Wilgood;
- "Remik"
- Fit Service;
Summing up the article, we can say: to accelerate the payback, you need active advertising. The sooner people recognize and appreciate the new service, become its regular customers, the faster the business will go to zero. Therefore, the entrepreneur is advised to increase the amount to be spent on marketing in advance.
The ready-made car service business plan given in the article is available for free download.
The volume of the market for services for the maintenance and repair of cars Vehicle is rightfully considered inexhaustible. The number of new cars, registered by happy car owners, is growing every year. The volume of the market should be supplemented by the turnover of cars from the secondary segment, which requires more serious service. Adjustment of the volume of services provided by car services occurs only at the time of disposal of vehicles under state programs and during the period of registration of a trade-in.
📊Dynamics of market capacity
According to the data published by the agency "Autostat", as of January 1, the number of cars registered in the records of the state security inspection road traffic approaching 45 million. This is not counting the trucks, which also need timely and high-quality service.
In the context of the existing park passenger cars one tenth is represented by transport not used for its intended purpose. Approximately one fifth of vehicles are used periodically - they are pensioners and others who are heavily dependent on the budget for the maintenance of movable property. Three-fourths - the prevailing part of the car fleet is always on the move, it is this category that is expected in car services in 2019.
👥Market participants in 2019
The expected re-grading of performers of the will of car owners for 2018 can be considered completed. Service customers are becoming more discerning. Leaving after the end of the warranty in private enterprises can be considered a foregone conclusion, since the cost of spare parts and the repair itself at dealerships leaves much to be desired. Sales in official centers for 2019 are expected to reach 43 billion rubles against 49 and 46 billion in 2017 and 2018, respectively.
Leaving for alternative services does not affect the market capacity in any way; the volumes are shifted to independent service stations and private garage zones. Consumer choice forces official dealers to reconsider their business policy. The overwhelming majority of companies "win back" losses by reducing staff, imputing additional services. An example of a smart, customer-centric program is Mitsubishi's filing offering measurable reductions in parts and service prices. True, the general trend in sales continues - for the whole of 2019, an increase has already been announced by all factories without exception.
💰Sales by segment
Bye official dealers losing their customers tired of high prices, car owners turn to the middle segment of the market - independent companies. The level of service, convenience and the average bill quickly determine the choice of the owner, especially since at such service stations you can choose components, a list of works.
Despite the existing pressure in the industry, dealers continue to receive updated prices due to the latest increase in value added tax. In this regard, the average check in the middle and junior market segments continues to grow.
As long as the perturbation continues in the market sector, the market potential remains in the zone of neglect. Aggressive marketing, which consists in a guaranteed service, no longer helps, the consumer spends on service exactly as much as he considers necessary, often preferring an exchange of cars in the secondary market to an expensive service. The only hope of official and independent service stations remains the provision of a unique service associated with the need to perform high-precision work requiring highly qualified personnel and specialized equipment. And today, 95 percent of all automotive products are equipped with specific electronics.
🥇The leaders of the car sales market in 2018 - the target of car services for 2019
In order to show high sales volumes, operators car repair it is necessary to understand the market and its structure. Following the data of new car sales starts to activate and secondary market, which is used by the most popular and practical car brands.
The first place according to the results of sales in 2018 for KIA RIO, - more than 100 thousand brand new cars went outside the gates of dealerships. This number includes the X Line assemblies, which won the hearts of domestic users with the image of a crossover. The figure is quite logical, especially since only a thousand less cars were sold last year.
The second and third places remain for the Hyundai brand, which has become popular for Russia, - these are Creta and Solaris, respectively. In 2018, over 65 thousand of both brands were sold, although in the last reporting period, skilled marketers managed to transplant the adherents of the Korean car industry to a crossover platform.
The situation for 2019, according to analysts' forecasts, looks ambiguous. In an effort to transfer car owners from sedans to a higher ground clearance, manufacturers are slightly carried away by prices. It is possible that in anticipation of consumers aiming to change cars, there will be a boom for the more budget segment. These are analogues of the once popular small cars Getz and Picanto.
The real potential of underestimation is seen behind the bottom line of the TOP-10 Renault Sandero.
📈Growth Outlook for 2019
The market of car services this year will continue to take on an impressive share of consumption. Service maintenance, repair and replacement of parts, rebuilding after road accidents, tuning and other popular services remain in the focus of car owners. Combining the service with parking, car washes, tire fitting, cafes and a children's area will certainly increase the attendance of the centers.
On the part of the consumer, the main thing in the range of services remains the quality and optimal cost of services, combined with a minimum expectation. The behavior of car owners often translates into a search for a reliable and reliable service station, regardless of belonging to a particular market segment. In the meantime, the quality of the manufacturer and service remains at the proper level, because some car models continue to be used for more than 20 years.
A customer's contact with a car service, as a rule, begins with a telephone conversation. Car service workers introduce themselves to a potential client, politely answer all questions, without rushing, without getting annoyed and not ending the dialogue first. If the customer is only able to describe the external manifestations of malfunctions in his car (knocks, leaks, does not work, etc.), but does not know what to do, the engineer enters the conversation. In most cases, it is difficult to determine the cause of the malfunction by phone, so the car owner is invited to diagnose the car at a car service.
The visit time (several options) is offered by a car service worker - this is evidence of rhythmic work, normal workload of car service production, a clear acceptance schedule. This means that the customer will not need to wait in line, which is inevitable if they are allowed to come “at any time convenient for you”. In addition, sometimes such a wording is a sign of a downtime of a car service. Then the client is reminded of the address of the car service, a diagram of the entrance is recommended. In addition, they call the name of the master (inspector, consultant) who will “drive” the car, warn about the undesirability of delays, the approximate duration of acceptance and advise to formulate wishes and prepare questions - this is another confirmation that the SP car service appreciates the time and the customer, and his own.
The car service sign is visible from afar. Near the car service building there is a parking lot, signs of parking places and taking orders. There is no queue or bustle in the office; a car service employee, if the customer arrived a little earlier, notifies the master (receiver).
The solidity of the enterprise is confirmed by licenses posted in a conspicuous place, qualification certificates of car service workers, an order authorizing inspectors to sign documents on behalf of the company, information about the movement of cars at work stations of a car service in accordance with the technological cycle of repair or maintenance.
Placards with names and positions on the uniforms of employees make it easier for the customer to communicate with them. The cleanliness of the premises of the car service, equipment, overalls of mechanics, the seats covered with a protective film and the steering wheels of cars testify to the accuracy of the car service personnel. But the main thing is the benevolent, calm, business atmosphere prevailing in the car service.
The acceptance area of the car service is separated from the repair one and is equipped with diagnostic equipment so that the inspector does not interrupt the work of mechanics from other areas and does not wait with the customer for the release of the lift or stand. In addition, it contains information about the services provided by the car service (prices, guarantees, names of regulatory documents according to which work is performed, etc.). Acceptance (and fault diagnosis at the same time) at the car service center is unhurried and takes at least 20 minutes. In fact, this is a dialogue between two people interested in quality cooperation. One highly qualified specialist of the car service communicates with the car owner. Indeed, in most cases, the client wants to do exactly what he asks for, on time and not more expensive than what was promised when accepting a car service. Therefore, the fewer people in contact with him, the better.
At the appointed time, the car service master invites the customer and understands the problem from his words, along the way asking questions. Then a short (ten minutes) trip and a verdict on the essence of the client's concern. The car owner should not neglect to check the car on the move, even if there are no complaints about its behavior. The absence of comments from the owner of the car is not a fact of the complete serviceability of the car, and additional advice from a car service specialist will not hurt. Then the car is washed and lifted on a lift in the acceptance area of the car service. During this forced break, the car service inspector, in order not to waste time, at his workplace begins to calculate the cost necessary work and spare parts.
After examining the car from below, the car service technician finishes the calculation. The car service checks the car for free, regardless of whether the owner will repair it now and here or at another time and in another place. By the way, sometimes you need to “disassemble half of the car” to eliminate a minor malfunction. In this case, a car service specialist recommends combining the work: to do something "ahead of time", using partial disassembly of the machine (unit), or, conversely, to postpone the scheduled maintenance - this reduces the time spent (paid standard hours), respectively, reducing the total cost repair. In addition, the customer can save money by bringing their own spare parts. But he must confirm their quality to the car service, that is, compliance with the established technical requirements. The master of the car service must warn about this, explaining what documents are needed: a check from a trusted and known car service store, a copy of the quality certificate for a batch of oil, the number of which is on the packaging, the manufacturer's passport for the unit (for example, for a shock absorber with an identification number), etc. NS.
After the diagnosis, the client, if he wants, is given a break to think about the situation, consult in another car service, correct his plans or to save money for repairs.
If the client decided to repair the car in the SP car service, the car service master invites the customer to the stand reflecting the current workload of the mechanics and agrees on the time of receiving the finished car. Then he draws up a work order in writing. They try to use terms that are understandable to the client, the text is in Russian. In the purchase order, in addition to information about the car and the details of the parties, it is necessary to indicate: the services provided (work performed), spare parts and materials provided by the car service, their cost and quantity; spare parts and materials provided by the customer; the price of the car, determined by agreement of the parties; the cost of the services provided by the car service (work performed) and the procedure for their payment; terms of performance of works by a car service; conditions for guaranteeing a car service for the results of work; features related to the specifics of the repair or the experience of communicating with the company with clients, for example, additional payment for storage of a finished car, the owner of which did not pay the car service on time for the work performed.
When the client leaves the car at the car service, the contractor, simultaneously with the contract, draws up an acceptance certificate indicating the completeness of the car, visible external damage and defects, information about the customer's provision of spare parts and materials.
It is unacceptable for a car service to do additional paid work without the client's consent or to make the provision of some services dependent on the mandatory order of others. For short-term work (tire inflation, selective maintenance operations, washing, etc.), which are done in the presence of the client in the auto service, the SP issues receipts, coupons, etc.
Car service workers give the client the opportunity to observe the repair of the car, for example, from the waiting area in the workshop or from the gallery above it. When it is necessary (an additional malfunction was detected, the customer wanted to warn the car service technician about the features of his car or check the progress and quality of work, etc.), the owner of the car is taken to the work station. The mechanic is not distracted by receiving spare parts and materials, and everything he needs is delivered from the warehouse on time.
In the SP car service, it is unacceptable for the repairmen to sit in the "smoking room" for a long time, walk around the shop or constantly borrow tools from each other.
When the car is left in a car service, the customer can find out by phone how things are going. If at this moment the car service master is busy, he will call back. In any case, the client is immediately notified of the deficiencies identified during the repair that threaten traffic safety, by suspending the work. If the car owner does not agree to their correction (for additional costs) or they are irreparable, this is recorded in all copies of the acceptance certificate.
Upon delivery finished car to the customer, the master, who took the car, brings the owner to him, shows the results of the work and the replaced parts. In addition, it gives recommendations on the operation of the vehicle. After clarifying all the issues, eliminating the comments (if any), the car service inspector escorts the customer to the cashier - the car is handed out after full payment for the work.
After two or three days, the foreman asks the client by phone if he has any wishes or if the car has a problem.
Performance efficiency commercial enterprises can be assessed by a set of standard indicators, while the specifics of the functioning of the enterprise and the types of its activities may require additional criteria, indicators and methods for assessing the effectiveness of its activities.
Performance indicators of car services and dealerships
As key indicators characterizing dealership, incl. and service stations, the following can be distinguished:
- number of posts for service vehicles;
- the level of workload of posts for servicing vehicles;
- revenue per one vehicle service station;
- profit and profitability per one vehicle service station;
- the level of technical security and the quality of the equipment of the service station;
- compliance of the equipment of the service station with the required standards;
- the level of training of specialists;
- labor productivity of employees;
- the volume of car sales;
- the share of car sales in various trim levels;
- sales volume of automotive spare parts;
- the number of customer requests by warranty repair and maintenance;
- the level of customer satisfaction with the quality of service and service;
- inventory turnover;
- the level of equipment use efficiency;
- market share;
- quality indicators (the presence of a client's room, the possibility of Internet recording, the presence of the company's website).
Assessment of the image of a car service company
Image measurement indicator a trucking company is an indicator of the average growth rate of the share of its marginal income, over a certain period of time, obtained by attracting new customers. The formula for calculating this indicator can be presented as follows:
TRmd% = MD1 / MD0 * 100%
where TRmd is the growth rate of marginal income from attracting new customers,%; МД1 - marginal income from attracting new clients of the reporting period, monetary units; МД2 - marginal income from attracting new clients of the previous period, monetary units; ТРср - average growth rate of marginal income from attracting new clients,%.
Formula for calculating the level of workload of car service posts
Post load level for maintenance of vehicles is defined as the ratio of the amount of time occupied by the post for the repair of vehicles to the total amount of work shift time:
Pz = ZV / Vo * 100%
where Пз - the level of workload of posts for servicing vehicles,%; ЗВ - the time of the occupied post for the repair of vehicles; In - the total amount of time of the work shift.
Profit and profitability per service point
Profit and profitability per one vehicle service station:
Prpost = OL / Npost
Рpost = Prpost / З
where Pr post - profit per 1 service post, rubles; PR is the total profit from servicing cars at all posts, rubles; N post - number of service posts; Р post - profitability of one service post,%; З - costs for one service post.
Labor productivity of workers in car service centers and service stations
Labor productivity of workers car service centers and service stations, can be calculated both in kind and in value terms:
PT nat = N av / SSCH
where PT nat - labor productivity in physical terms, units / person; N av - the number of serviced cars in the analyzed period, units; SSH - the average number of employees.
PT = V / SSCH
where PT is labor productivity in value terms, rubles / person; В - proceeds from the sale of car service services, rubles.
In dealerships, the indicator of the labor productivity of the sales staff represents the ratio of the value of the turnover (revenue from the sale of cars) to the average headcount of the sales staff:
PT dts = B (TO) / SSCH (TP)
where PT dts - labor productivity in the dealership in value terms, rubles / person; B (TO) - revenue (turnover) from the sale of cars, rubles; SSH (TP) - the average number of sales personnel, people.
Components of the quality of car service
Or a car service station, understood as a combination of three components:
- completeness of performance of work or client's requirements, provided by the technology for this work;
- compliance with the system of normative values and compliance with the conditions for performing work;
- time (duration) of the service.
The main criteria for assessing the quality of the services provided by the car service are:
- bringing to a minimum the value of outstanding work;
- reduction to a minimum of the number of works performed not of high quality;
- minimization of actual deviations of the performed work on the repair of services and units from the regulatory requirements;
- minimization of the loss by the client of the time of the actual use of vehicles.
Typically, workshop performance is measured by shop floor yields, gross margins, and customer satisfaction. Often they resort to the analysis of the average check, the average filling of the order-order, the average expansion of the order-order for additional. services and other indicators, individual for each entrepreneur. But still, this data is not able to reflect complete picture happening.
Scheme for a comprehensive assessment of the performance of a car service or dealership
Based on this, it is possible to build a scheme for a comprehensive assessment of the effectiveness of a car service or a dealership.
An integrated approach to the analysis of the effectiveness of the car service
Thus, the analysis of the effectiveness of the car service (dealership) is carried out on the basis of qualitative and quantitative indicators.
An example of assessing the effectiveness of the car center "Kamaz"
The table shows the qualitative indicators of the company's performance.
Thus, as of the end of 2016, in the company: the level of conformity of the service station equipment to the required standards is at the level of 7 points out of 10; the level of qualification of the plant employees with the required characteristics at the level of 7 points out of 10; the level of customer service quality at the maximum level - 10 points. At the same time, the company has its own, rather developed Internet site, on which it is possible to register on Maintenance through the Internet.
In theory, for online selection of a car service, you only need to select a car brand and type of repair. In fact, in order to get what you want, you need to take into account many nuances. We have evaluated the performance of several of these online services. We took as cars for repair:
- who needs an oil change;
- diesel with the need for engine diagnostics;
- , which requires repair and diagnostics of the hydropneumatic suspension.
Autoresolution
This online picker searches for services only in Moscow. Outside the capital, the site is useless. We are trying to find a service station for changing the oil in the Focus engine. No specialization is required for this. In the top ten offered services, all are universal, and the first number is a certain "Tradeinvest", which has the entire world auto industry in the list of serviced brands. The rating is high, but there are many questions to this office on other resources and forums.Trying to find a service for a diesel Volvo XC90. For the work we need with the machine, we need a proprietary Vida diagnostic program, and the diesel engine itself requires special attention. But among the offered offices there are again some universal services. Moreover, the list is very similar to the one that was proposed for Ford. And specialized diesel services, not to mention those that are focused specifically on the Volvo brand, are not on the list at all.
"For dessert" we are looking for a station for diagnostics and repair of a complex hydropneumatic Citroen C5. But the result is the same. Only universal service stations, and the same ones. The stations with the highest rating are put on the first place. And it was compiled solely on the basis of ratings and reviews on the site itself.
This resource has a slightly larger coverage area. In addition to Moscow, you can find a service in the Moscow region and St. Petersburg. The list of types of work is similar, but there are other selection criteria: service status - official or unofficial, as well as the mode of operation.Unlike the first two resources, this site is humility itself. The design is unpretentious and inconspicuous. But the search engine works in all regions of Russia and this already compares favorably with the first two.
For oil change in Focus, we are offered a large list of universal stations. With the diesel engine Volvo has a slightly different story. There are still many universal stations on the list. But there are those who have a very limited list of services offered. There are also those who specialize in repairs exclusively diesel engines... Thanks for that!
What about the Citroen? Here we are again offered extremely versatile services. I strongly doubt that you can go to the first office you come across to repair Hydractive, albeit with a high rating. By the way, in this case the list is sorted not by rating, but alphabetically.
3auto
Tri-Avto also does not work all over Russia, but there are 27 cities on the list. To change the oil in Focus, the resource found a little more than fifty services in Moscow. Previous sites gave out three to four times more. The list is formed according to the next incomprehensible rating. The downside is that the proposed companies do not have a list of brands with which they work. Therefore, it will be necessary to find out whether it is a specialized service or not.
Of course, we quickly found out that the proposed services turned out to be universal. For the repair of a Volvo diesel engine, the site offered two dozen stations. All - universal, not one specializing in the brand. And only one service, and even then at the very end of the list, turned out to be focused on diesel cars. With Citroen C5 a similar story - a little less than fifty services, of which not a single one specializing in sophisticated French technology. By the way, this resource also has a mobile application.
But the online service allows you to choose both the make and model of the car. The list of available repair works is scarce, as on other online resources. The only difference is that after all the introductions, you need to wait a while. The operator will contact you and ask you in detail about the problems and the car (model, engine type, etc.). And, lo and behold, he will select the required service, focusing on specialized stations. I was convinced of this when I began to receive SMS with proposals for repairs on a particular service according to my request. Among these stations there were indeed specialized ones - both in the case of Volvo and in the case of Citroen. At the same time, CarFix works not only in Moscow, but also in other cities.
Mobile applications
There are similar search engines in the form of mobile applications. In particular, there is such a version of 3auto... Such applications will also help you find the service you need. True, most of them just look for the closest to you and do not allow you to build a filter according to the make of the car or the type of repair required. This is how the application works, for example CareWay... Registration for repairs is carried out by prior request.
A small study has shown that such online services are convenient, but can only be useful for simple universal operations. It is a rare case when the selection of a service works outside Moscow and St. Petersburg. All sites offer to choose a brand, but not a model. And in case of need for repair, which requires specialized equipment and personnel, they continue to insist on universal service stations. Much more efficient is the system with the operator, as in the case of CarFix, - a preliminary application and subsequent communication with the operator. Here at least they offer really specialized services. Still, in case of need for complex repairs, and even if the car is rare, live communication is indispensable. Maybe it's for the best. It is possible that in the future such resources will take into account much more criteria than the brand of the car and the type of work, and will learn how to select a service without the help of an operator. Then we will return to this topic.
