KPIs (Key Performance Indicators)

📊 KPIs in Automotive Service Centers – Introductory Training Course

Target Audience: Newly graduated automotive engineers working at service centers
Course Duration: [e.g., 1 day / 6 hours]
Delivery Method: [e.g., Classroom / Online / Blended]

Course Summary:

This training course introduces newly graduated engineers to the concept of Key Performance Indicators (KPIs) and their critical role in the operation and improvement of automotive service centers. It provides practical guidance on the main KPIs used in after-sales departments, how to calculate them, and how to use them to evaluate performance, identify weaknesses, and drive continuous improvement.

Participants will gain essential knowledge that bridges the gap between technical operations and business performance, preparing them for both engineering and supervisory roles in service environments.

Key Learning Objectives:

• Understand the importance of KPIs in automotive service management

• Learn the main KPIs used in workshops, reception, parts, and customer satisfaction

• Calculate each KPI using realistic data examples

• Interpret KPI results and identify areas of improvement

• Develop awareness of how KPIs support efficiency, quality, and profitability

• Communicate KPI results and participate in performance reviews

Course Modules:

1. Introduction to KPIs and Service Performance

2. Why KPIs Matter in Automotive After-Sales

3. Workshop KPIs:

   • Productivity

   • Efficiency

   • Utilization

   • come back rate

4. Reception KPIs:

   • Appointment Fulfillment Rate

   • Customer Waiting Time

5. Customer Satisfaction KPIs:

   • CSI (Customer Satisfaction Index)

   • Net Promoter Score (NPS)

6. KPI Calculation Workshop

   • Real examples and hands-on exercises

7. Using KPIs to Improve Operations

8. Reporting and Tracking Tools

Outcome:

By the end of the course, participants will have a solid understanding of automotive service KPIs, know how to calculate and interpret them, and be ready to use KPI data to support continuous improvement, customer satisfaction, and team performance in a service center environment.