managing a service department

Is this all on site repair, all in your shop, or a mix of both? Is there loaner equipment that needs to be tracked and maintained? Are all spare parts owned by you, the customer, or does it vary with the customer?

You need to write down all your requirements before you try to define the specifications or you will end up with a less than optimal solution, or even worse, a totally unworkable system. Depending on the size of the business it may be very simple. If you have a lot of employees and or multiple locations it will take more work to set up the right system.

Thanks for your reply.

The service Department of our Sales and Service business has a service manager and 6 technicians. At present the service department is not computer contolled and uses a paper trail before data is entered for invoicing. The Service manager is new to the job having previously been promoted from a technician position. As we wish to grow the business I am going to do a work study of the operation.

My business experience in the service industry dates back 12 years so I was searching for uptodate thinking on management principles but can't seem to Google the right info.

Regards Norm

I had some decent programs bookmarked, but all the links are bad so I can't give you any good leads. That's what happens when you're off line for a year.