Dispatching Repair Orders
Purpose
So repair orders move through the shop efficiently.
Target
To maximize the amount of hours each technician can produce.
Instructions
1. The WIP screen in Shop Boss should always be open and referenced when dispatching a Repair order to a technician.
2. Any diagnosis/testing/pin-point work orders must be moved to the top. Always do the diagnosis/testing/pin-point work orders as soon as possible. (Preferably set these appointments in the morning as early as possible. This way the advisors have time to estimate and source any parts and sell before supplier cut off times.)
3. Diagnostics / Testing and Analysis must be dispatched first and immediately.
4. Dispatch at least one inspection/pin-point to each tech every day.
5. If technicians have a fully loaded day on the WIP screen in Shop Boss; speak with the technician before dispatching additional work to that technician. Ask the tech if they can take on any more work before putting it in their workflow. Ex. “Can you get this in and still complete your other work by the promise time?” - If they say no, ask another tech. If it is not possible, let the advisor know to call that customer and buy time.
6. All returning previous sold and rebooked work needs to be dispatched to the technician who found and quoted the work (If technician is available – speak with technician first to see if they can get all work already assigned and new work completed). SA will have to investigate the vehicle history to properly dispatch.
7. The customer is everyone’s first priority!
8. Goal is to keep the technicians columns in the Prioritization screen in Shop Boss stacked to at least the amount of hours needed to make their goals in ShopPros.
9. If there is down time due to a part holdup (delivery, incorrect part, etc), find another repair order or task to fill their time to achieve target hours as above. Do this IMMEDIATELY! Using the unassigned work column is the way to do this.
10. Ensure all work orders, appointments and sold work is properly assigned at all times and that Productivity, Efficiency and Proficiency is the main factor in determining which technician gets which work order.
11. Attempt to have all technicians scheduled for at least two jobs at start of day.
12. Fill schedule according to rotation and according to the board. First tech to arrive gets the first work order.
13. Keep ALL technicians working at all times.
14. If one tech gets backed up or behind, that additional work for them must and will be re-dispatched to a tech with the availability to perform the job. The customer is everyone’s first priority!
15. Dispatched work orders must take in to account the technicians ability first, then technician rotation second.
16. Remember: STAY ON TARGET! HELP EVERYONE ACHIEVE THEIR GOALS!
17. If a technician achieves 10 Hours of authorized work with available parts on their priority screen for the day, they must then be removed from the rotation until all other technicians have also achieved this amount of authorized work.