Body Shop technician productivity at Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, was measured by dollars per repair order (RO). From 2013 to 20156, DCF consistently performed above the 20 Group Benchmark (average of the top quartile in an elite group of 20 dealers nationwide) DCF had an RO of $520 against the benchmark of $430 in 2013, $587 against $470 in 2014, and $500 against $480 in 2015,...

BPIR Categories

15.4.7 Employee efficiency/productivity performance

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