자동차서비스 KPI 이래야 산다! (4차 정비사업 신성장 핵심 성과지표)

김치현

저자김치현

前)현대자동차서비스(주)
삼성자동차(주)
스카니아코리아(주)
SK네트웍스(주)크라이슬러
아주네트웍스(주)재규어랜드로버
現)MAN트럭버스코리아(주)

[경영진단사]
다음(Daum)차량안전운전기고
한국교통방송(TBN)차량관리요령출연
한국자동차공학회(KSAE)대학생자작자동차대회심사위원
국가직무표준(NCS)정비경영관리학습모듈개발위원
한국소비자협회소비자ADR위원회자동차전문위원

[저서]
내차사용설명서,2013
운전은프로처럼안전은습관처럼,2014
나도튜닝한번해볼까?,2015
우리동네착한카센터,2016

chapter01.공임관리지수30가지
A.공임시간개념illus.Summary
01공임손익계산서구조
02근무시간Attendedhours
03실근무시간NetAttendancehours
04구매시간Boughthours
05작업시간Workedhours
06유휴시간IdleTimes
07판매시간SoldhourQRcode01
08월간정비사당판매시간Soldhourspermechanicpermonth

B.공임생산성산출illus.Summary
09가동률Utilization
10작업효율Efficiency
11생산성ProductivityQRcode02
12출근율Attendancerate
13연간성과율Annualperformancerate

C.공임손익계산서항목illus.Summary
14공임부서비용률LaborDepartmentExpenses%
15공임원가LaborCost
16공임원가율Laborcosts%
17공임매출이익LaborSalesProfit
18공임매출이익률LaborSalesProfit%
19외주마진Subletmargin
20외주마진율Subletmargin%
21공임영업이익Laboroperationprofit
22공임영업이익률Laboroperationprofit%QRcode03

D.미수금관리의중요성illus.Summary
23.공임매출Mix(작업유형별)
24.시간당공임Hourlyrate
25.진행중인작업WorkinProgressQRcode04

E.공임매출비교분석(목표대비)illus.Summary
26.공임매출비교(1)목표대비달성률
27.공임매출비교(2)월별추이
28.공임매출비교(3)전년월평균,올해월평균
29.가동율/작업효율/생산성비교(1)월별추이
30.가동율/작업효율/생산성비교(2)전년월평균,올해월평균
[족집게특강]가동률을높이는Actionplan

chapter02.부품관리지수20가지
F.부품회전율개념illus.Summary
31.부품손익계산서구조
32.부품가용률PartsAvailability
33.부품정기오더율Partsstock%
34.부품회전율(1)총구매액기준
35.부품회전율(2)실구매액기준
36.부품회전율(3)판매기준QRcode05

G.부품원가의개념illus.Summary
37.부품부서비용률PartsDepartmentExpenses%
38.부품원가PartsCostofsales
39.부품마진PartsmarginQRcode06
40.부품마진율Partsmargin%
41.부품영업이익Partsoperationprofit
42.부품영업이익률Partsoperationprofit%

H.부품장기재고illus.Summary
43.부품매출Mix(판매채널별)
44.월간부품담당자당부품판매매출Salesrevenuesperemployee/month
45.부품재고액PartsStockvalue
46.장기재고ObsoleteStock
QRcode07

47.부품재고조정PartsStockAdjustments
I.부품매출비교분석(월별추이)illus.Summary
48.부품매출비교(1)목표대비달성률
49.부품매출비교(2)월별추이
50.부품매출비교(3)전년월평균,올해월평균
[족집게특강]작업효율을높이는Actionplan

chapter03.서비스관리지수20가지
J.정비사당처리대수illus.Summary
51.서비스손익계산서구조
52.직접인력비율Directvs.Indirect
53.정비사당서비스매출
54.정비사당처리대수QRcode08
55.정비사당잔업시간

K.서비스수익률(ROS)illus.Summary
56.서비스영업이익률ServiceROS%
57.고객만족도점수QRcode09
58.재수리율Reworkratio%
59.서비스운영절차수행률
60.시간당공임회수율RecoveryLaborRate
61.공임시간당부품매출PartsSalesperLaborhour
62.채권회수기간Debtordays
63.차량총등록대수VehicleParc

L.서비스매출Mixillus.Summary
64.서비스매출Mix(1)공임/부품QRcode10
65.서비스매출Mix(2)작업유형별
66.서비스매출Mix(3)내부/외부
67.차량당매출액(객단가)

M.서비스매출비교분석(월평균대비)illus.Summary
68.서비스매출비교(1)목표대비달성률
69.서비스매출비교(2)월별추이
70.서비스매출비교(3)전년월평균,올해월평균
[족집게특강]업셀링을위한서비스마케팅액션플랜

chapter04.경영지원관리지수15가지
N.경영지원기본개념(손익분기점)illus.Summary
71.총자산Asset
72.투하자금FundsEmployed
73.손익분기점BreakEvenPoint,BEP
74.매출대비이자율Interest%
75.고정자산비율FixedAsset%

O.회사의수익성illus.Summary
76.투자수익률ReturnonInvestment%,R.O.I.
77.투하자금회전율CirculationofFundsEmployed,C.O.F.E
78.매출액이익률ReturnonSales%,R.O.S

P.회사의안정성(유동비율)illus.Summary
79.유동비율Current%
80.자기자본비율Equity%
81.채권대비채무비율DebtorCreditor%

Q.회사의생산성illus.Summary
82.부가가치율
83.노동생산성
84.노동분배율
85.총자본생산성
[족집게특강]손익계산서와대차대조표이해하기

chapter05.영업판매관리지수15가지
R.차량판매기본개념illus.Summary
86.전형적인차량판매영업부서구조
87.판매된차량대당광고비AdvertisingCostperUnitSold
88.영업수수료율SalesCommissions%
89.금융프로그램보급률FinancePenetration
90.대당금융프로그램수입수수료FinanceCommissionperUnit

S.신차판매illus.Summary
91.연간환산된판매대수AnnualizedSales
92.영업사원당연간환산된판매대수AnnualizedSalespersalesman
93.평균판매가AverageSellingPrice
94.중고차대비신차판매비율New:UsedRetail%
95.목표달성률Target%

T.중고차판매illus.Summary
96.재고회전율StockTurn
97.보급일수_중고차DaysSupply
98.대당재정비비용ReconditioningCost
99.도매대비소매중고차판매비율Retail:TradeUsed%
100.대당굿-윌비용Good-willcosts
[족집게특강]서비스경영계획작성하기

chapter06.별첨
#1.서비스관리자체크리스트(일간,주간,월간)
#2.정비사업소직무의정의