GROUP 48 MQI STUDY GUIDE

GROUP 48 MQI STUDY GUIDE. MADE BY ADAM HOWLETT.

BRANCH OPERATIONS/ OUTSIDE SALES. Dan Wilson.

LIST 5 OF THE MOST CONTROLLABLE COSTS/EXPENSES ON THE PER UNIT AT A BRANCH? WHAT ARE SOME EXAMPLES OF BEST PRACTICES TO CONTROL EACH OF THESE AT A BRANCH LEVEL?.

WHAT ARE THE FOUR CATEGORIES ON THE PER UNIT THAT DRIVE REVENUE? HOW CAN YOU IMPACT EACH OF THESE CATEGORIES?.

WHEN REVIEWING BRANCH PERFORMANCE IN EACH CATEGORY ON THE PER UNIT, HOW DO YOU DETERMINE IF YOUR BRANCH IS DOING WELL IN EACH CATEGORY? WHAT NUMBERS DO YOU USE TO COMPARE YOURS TO DETERMINE IF YOU ARE DOING WELL?.

WHAT NUMBER ON THE PER UNIT DETERMINES YOUR BRANCH OVERALL PERFORMANCE WITH COST CONTROL? HOW DO YOU CHECK TO MAKE SURE IF THAT GOAL IS ATTAINABLE FOR YOUR BRANCH?.

WHAT TOOLS DO YOU USE TO HELP YOU SET AN INCOME PER CAR GOAL? HOW DO YOU CHECK TO SEE IF IT IS ATTAINABLE?.

Based on your review on cost control, how do you set a new break-even goal for your branch for the next month?.

Once you have determined a new Income Per Car goal. What is your new goal for Operating Profit?.

What are four stops of the sales process. Intro/ small talk Fact find Presentation Close.

List five benefits to an insurance agent to refer Enterprise to their customers..

List five benefits to a body shop to partner with Enterprise.

List five reasons to a corporate account to partner with Enterprise.

List five benefits to dealerships to partner with Enterprise.

When prepping for a meeting with a prospective account, what are some things that you should know about them before you arrive?.

Outside Sales Scenario. While speaking to a family friend, they mentioned to you that they recently had an accident and their vehicle was repaired at a JP’s Body Shop, which your office does business with. When you asked your acquaintance what they did for transportation while their car was being repaired, they mentioned that the shop gave them a loaner. You mentioned that this surprised you, as you did not know the shop had that as an option, to which your friend responded by saying that the shop has 5 loaners. Later that week, while stopping at the shop to pick up one of your branch’s dropped vehicles, you mentioned this to the office manager. She responded by saying that they keep those vehicles for customers that don’t have rental on their policy or very little coverage on their policy. You go back to your office and share this information with your team with the intent of coming back to JP’s to discuss this opportunity further..

VEHICLE REPAIR. Kay Mullen.

Minimum Financial Requirements. Massachusetts: $20,000 collision/ $40,000 comprehensive/ $5000 liability Rhode Island: $25,000 collision / $50,000 comprehensive / $25,000 liability Collision is coverage that helps pay for a repair if it is damaged in an accident with another vehicle or object. Comprehensive is coverage that helps you replace or repair your vehicle if it is stolen or damaged in an incident that is not a collision. Liability is a coverage that provides you protection from third party lawsuits Subrogation allows your insurer to recoup costs (medical payments, repairs, etc..) including your deductible from the at fault drivers' insurance company..

Vehicle repair mission. The mission of Vehicle repair is to serve daily rental, truck, and all other lines of business in every way possible to ensure timely, cost-effective repairs without sacrificing safety or quality..

VEHICLE REPAIR PRIORITIES. #1 ENSURE SAFETY FOR OUR CUSTOMERS BY MAINTAINING A SAFE FLEET OF VEHICLES #2 SPEED: QUICKLY SHOPPING CARS, ASSESSING REPAIRS AND DECIDE IN A TIMELY MANNER HELPS DECREASE DOWN TIME. FAST REPAIR TIMES INCREASES ABILITY TO MAINTAIN A HIGHER OCCUPANCY #3 COST CONSIDERATION WITH REPAIRS. USING BUYING POWER, NEGOTATING SKILLS, TECH EXPERTISE, AND PHYSICAL INSPECTIONS TO KEEP REPAIR COSTS REASONABLE. #4 WE NEVER SACRIFICE QUALITY. WE PUT THE SAFETY OF OUR CUSTOMERS AND EMPLOYEES FIRST. #5 VR must communicate with DR as well as management and Corporate service operations department regarding repair-related concerns of fleet..

Vehicle Repair Roster. Group Vehicle repair manager: Malik Blevins Vehicle repair service center support: Carla Thillet Vehicle Repair field supervisor: Mikayla Cabral VN service center supervisor: Alex Dipaola Vehicle Repair coordinator: Mackenzie Angell.

Preventative Maintenance / LOFR. LOFR is the only safety inspection that we do on our vehicles during rental life Cars must be maintained at manufacturer recommended intervals in order to maintain manufacturer warranty. Units over 10k miles are considered priority LOFRs and need to be taken care of immediately..

Wristwatch face. Routine Preventative Maintenance.

Preventative maintenance mileage. Brands that require LOFR’s at 7000-8500 miles.

Tire stacked in pattern. Tires. Tires with 4/32nds of less need to be replaced. Replacement tires need to meet this criteria: Manufacturer recommended size Speed rating Load range. No used tires are to be installed. Check tires 3 times: Return Process When cleaning Check in process.

Rotating Tires. Tire stacked in pattern. 3 reasons why we rotate tires: Minimize wear Do brake inspection Check tires for damage or uneven wear.

Maintenance expenses. 1681: Spread to Group (Preventative Maintenance) LOFR's , tires, alignments, brakes, etc. 1679: Branch Maintenance (Corrective maintenance) Hubcaps, brake light bulbs, negligent maintenance.

Tires painted with red. Tire wear bars. Can be found between tire tread. used as tread depth indicators. When tread is at wear bars, its at 2/32nds..

Tire pressure. Located on door jamb. fill tires to recommended pressure..

Warranties. . New car warranties: 3yrs/36k miles Bumper to bumper covers almost everything from front to back bumper provided it was not abused or in an accident Power train: covers engine, transmission, trans-axle, and differential. Ford Nissan and Toyota are 5yrs/60k miles.

Warranty tows. Provided with the factory warranty and tow is to closest dealer. Every manufacturer except Ford, Toyota, and Nissan provides EHI with warranty tow coverage. Call dealer or tow company to have vehicle moved..

Warranty vs Factory assistance. Warranty repairs are covered under normal manufacturers warranty provided no abuse/collision that caused part to break. Factory assistance allows Enterprise to apply for reimbursement for certain repairs if a vehicle is outside the manufacturer's warranty.

Collision Repair. 5 things to check for when the unit returns: Correct area is repaired no new damage color match paint quality panel alignment.

Orange peel. When paint is not smooth and looks cloudy..

Fisheyes (also known as craters) are an unattractive occurrence that can happen when dirt, wax, oil, or silicone gets stuck under the paint on your car..

Windshield Repair Guidelines. . Edge crack with no impact point: < 6" in length Edge crack with an impact point: <6" in length at least 3 cm from edge.

Malfunction Indicator Lights. Check engine light Airbag light Tire light Oil light Temperature or coolant light Washer fluid Maintenance /service/ oil change Forward collision light Traction control SRS: Supplemental restraint system ABS.

Safety items. Broken door handles Seat belts wheels/rims Lights (interior/exterior) broken mirrors (side, rear view, vanity) Inspection/ Registration stickers/ Plates.

Safe Car act est June 1, 2016. Pop up that comes up on computer when renting a car. Car could have hard hold, MR, DNR, or LOFR. The message will explain what it is for..

RPM Strategies. Lowering LOFR score: Make it important Establish a plan Build relationship with LOFR shop Follow up Review plan.

RPM Strategies 2. Lowering your OOS & Days: Make it important Work shop cars daily Be consistent Bumper policy Use mobile vendors Service center.

12-digit billing number. . Group: 48 Region: 0 Tax or non-tax: N DR: for Daily rental UC: Used car 10: leased vehicle MD: medium duty CC: company car Last 6: is the unit number This is used for out of group service.

Bumper Policy. . Cosmetic Bumper Damage: Superficial scratches, scrapes, or scuffs to plastic bumpers that are larger than damage evaluator. Repairable bumper damage: Tears, cracks, punctures, and holes of any size, in addition to any misalignment missing/disconnected pieces or dents larger than largest circle on damage evaluator. This includes plastic, metal, or chrome bumpers..

Group 48 recall policy. Corporate sends out an email with recall announcement and the effected units. Any grounded units, you will bring to dealer or VN or set up a tow if vehicle is not supposed to be driven. If recalls are on rent, we need to get them grounded latest 3-5 days. We make 3 attempts to contact renter. If they do not answer, we send a certified letter. If they are out of group, try to schedule a swap with corresponding branch. If person is unable to swap, let level 3 Vehicle repair and area managers know and document everything..

Close up of hopscotch on a sidewalk. Group 48 LOFR Plan.

PREFERRED AUTOMOTIVE MAINTENANCE SUPPLIERS. Firestone Monro Goodyear.

3 emails that Group VR manager sends to the group.

Maintenance Best Practices. Preventative not corrective Get oil changes done as soon as possible If the car needs to go to VN or dealer, send as soon as possible.

Average Shop days reduction plan. . Group Goal: 15.5 days MSM (MECHANICAL SERVICE MOVEMENT): prior to shopping, confirm issues and try trouble shooting determine if repairs is warrant-able if not warranty tow Create MSM non-rev location note and date in Fill out dealer vend form hand to service advisor For tows, call dealer to confirm drop off Service dept. should communicate with VR 4899vehiclerepair@ehi.com Reasons for hold/delays: Back ordered parts Need to involve manufacturer When service completed: Unit needs to be inventoried to branches books ready@shop name.

A hand holding a pen and shading circles on a sheet.