What’s most valuable to your dealership? Is it your customer database, physical assets, your boat brands? These are all important for sure, but none of them are more important to your business than the knowledge and know how of the people that do the work, which is captured in your dealership’s processes.
Such valuable assets need to be saved and protected. How? Through process documentation, the collection of mapped out visuals that anyone in your organization can easily navigate. The dealers who conceived the requirements for the Marine Industry Certified Dealership program knew of this thinking years ago and brilliantly decided to make process mapping a standard for a Certified Dealership.
Some dealers look at the prospect of creating process maps for everything they do a daunting task. It doesn’t have to be. Dealers have found ways to make quick work of this requirement, and I have some tips that can help too. But first, let’s look at the many payoffs.
1. You can become certified, which offers a ton of marketing, sales and dealership operations benefits. But that’s just the tip of the iceberg.
2. You can easily use customer and employee feedback to improve dealership productivity and provide a higher quality and more consistent customer experience. All you do is use what you learn to continually update your process maps.
3. As an educator, process maps allow me to deliver highly effective training that takes a fraction of the time to understand. The same will be true for you when you have new team members to train. With complete roadmaps to study, the newbie will become a useful part of the team in a fraction of the time it would take relying on the old guy’s memory!
Those are just a few of the benefits of dealership process mapping. Now, let’s look at how to do it fast and easy. Many dealers have found that they can make quick work of this requirement by getting their employees involved. Together, they can use a whiteboard to jot down everything that happens in their department. Once in place across all departments, these processes become the tool to visualize how everything in the dealership is done, which is critical for effective management.
So, once you’re ready to document your processes, the whiteboard exercise is the key to making the project easy and an effective use of time. Dealers say: “We don’t have whiteboards large enough to capture everything.” No worries. That’s why the MRAA invented smartphones with cameras! Just take a picture of the whiteboard, erase, and continue with your sub processes until the desired level of detail is captured.
The long pole in the tent to process mapping has always been publishing a good visual representation of the process. With the software and apps available today, this has become the easy part. I’ve become so comfortable with using PowerPoint (PPT), I lean on it to create most everything for desktop publishing, including my maps. But not all dealers are experienced with PPT. To find a simpler way, I Googled “Process Map Software.” It returned pages of solutions, and I tried out a few. All were so much easier and intuitive than using PPT for creating maps. I settled on Lucidchart
because it was simple and cheaper than the others!
So, don’t go another day without protecting your dealership’s most valuable asset. We’ve heard of dealers spending large amounts of money for consulting firms to interview their employees and create the documentation. Save the money and bring the benefits of process mapping to your dealership though Marine Dealer Certification. You can save thousands by using the experience gained by MRAA consultants who work with marine dealers every day. Learn more at MRAA.com/certification