Product Support Goals for 2014

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I would like to present some challenges to the Product Support professional in the readership.

  • One: Increase the inventory of labor hours available for sale by 25% by December 31, 2014.
  • Two: Increase the Parts Sales Revenue from CUSTOMERS by 15% in real terms.
  • Three: Increase customer retention by 5% points for the 12 months of 2013 and the 12 months of 2014.
  • Four: Increase customer “touches” so that 90% of the active accounts (customer who purchase parts or service) are covered by a sales employee (product support sales or in-store sales personnel)
  • Five: Establish a training plan for each parts and service employee that requires 80 hours of learning per person.
  • Six: Product an absorption rate of a minimum of 100% the old fashioned way. Exclude rentals and cover sales and administration and interest expenses with the net income of parts and service.

This list is a serious challenge but one that needs to be considered and executed.

The time is now.