Auto University strongly believes that a process approach implies adopting the customer's point of view. Processes form the structure by which an organization does what is necessary to produce value for its customers.
Focus on the customer: Many organizations fail to do this. Routine sets in. Resources within the organization start to be allocated based on political needs rather than business or policy needs. Meanwhile, customer needs may have changed to the point that the organization may no longer effectively serve the customer and faces economic pressure or political pressure.
Customer: The customer is the recipient of the process' outcome.
Definability: It must have clearly defined boundaries, input and output.
Order: It must consist of activities that are ordered according to their position in time and space.
Value-adding: The transformation taking place within the process must add value to the recipient, either upstream or downstream.
Embeddedness: A process can not exist by itself; it must be entrenched in an organizational structure.
Cross-functionality: A process can span several functions.
Auto University has worked with numerous clients to improve process in all dealership aspects including sales, service, finance and parts departments.
