A key service process result at Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, was Technician Productivity, measured by booked (sold) hours per month. Against a target of 180 hours per technician per month, DCF achieved 178 hours per technician in 2013, 185 in 2014, 173 in 2015 and 177 hours per technician in YTD 2016. In each of these years, DCF exceeded the Group Benchmark (average of the top quartile in an elite group of 20...

BPIR Categories

15.4.7 Employee efficiency/productivity performance

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