Automotive Dealer Management Program

The Automotive Dealer Management (ADM) program sets out to achieve this simple objective - balancing the elegance of high level education with ‘street-wise’ operational experience – balancing vehicle sales with fixed operations – balancing profitability with asset management – balancing customer demands with OEM demands - balancing the art of the game with science and balancing investment in capital resources with investment in the people resource. At last we have the makings of
a high level, intensive Dealer Principal ‘apprenticeship’ program, where learners can thrive on the successes and lessons from some of the world’s most highly experienced and professional operators, academics and consultants.

1. 01 OVERVIEW
AUTOMOTIVE DEALER MANAGEMENT PROGRAM
02 PROGRAM OBJECTIVES
AUTOMOTIVE DEALER MANAGEMENT PROGRAM
Disclaimer: The information in this brochure is correct at the time of production.
Sewells reserves the right to make changes at its sole discretion.
© 2010 Sewells Group
AUTOMOTIVE DEALER
MANAGEMENT PROGRAM
Sewells Group
275 Canterbury Road
Canterbury VIC 3126
Ph: [phone]
[email protected]
www.sewellsgroup.com

2. AUTOMOTIVE DEALER MANAGEMENT PROGRAM AUTOMOTIVE DEALER MANAGEMENT PROGRAM
01 OVERVIEW
02 PROGRAM OBJECTIVES
03 THE PROGRAM
04 FACILITATORS
05 INTERNATIONAL BEST PRACTICES
06 MORE INFORMATION
Sewells is a dealer development agency specialising in enhancing the
performance of franchised motor dealers through business management
consulting; training and development interventions; outsourced network
development services, financial and performance information, management
and process tools, performance groups, and assessment services.
The University of Melbourne, Melbourne Consulting and Custom Programs
(MCCP) is responsible for commercialisation of education services with
particular focus on industry requirements. It designs,
delivers, assesses, evaluates and confers customised award and non award
professional development programs and professional services for industry.
MCCP brings together the resources of the University of Melbourne and
industry to meet the specific needs of business and government.
ANALYSIS EDUCATION DEVELOPMENT IMPLEMENTATION
Business Intelligence
Systems
Automotive Dealer
Management
Program (ADM)
Performance Groups Enterprise
Performance
Reporting
Dealer Health Checks Departmental
Leadership
Program (DLP)
Business CoachingProject Management
Benchmarking Management &
Frontline Programs
Business & Marketing
Planning
Product Launches
Mystery Shopping Financial
Appreciation
Human Resource
Consulting
Customer
Satisfaction & Loyalty
Programs

PRODUCT & SERVICE FRAMEWORK
INTEGRATED SOLUTIONS
OUTSOURCED DEALER DEVELOPMENT SERVICES
Delivering a business function or functions to a client, thus providing specialist or unique
expertise whilst reducing head count and other business implementation costs.
Sewells specialises in enhancing the performance of Automotive Dealers
through an integrated approach, applying the products and services in this framework.

3. AUTOMOTIVE DEALER MANAGEMENT PROGRAMAUTOMOTIVE DEALER MANAGEMENT PROGRAM
Managing an enterprise with five distinct ‘lines of
business’ is a challenge in itself. Throw in the three
dimensional components of customer interest versus
OEM interest versus shareholder interest and we
emerge with a rather complex and intriguing business
model called the modern car dealership. Now take
these complexities and weigh up the investment
in the business (capital employed) against the
investment in the manpower charged with producing
a return on this capital and we emerge with one
of the most intriguing conundrums in the industry.
It was a baker from Beechworth in Victoria, Tom
O’Toole, whose concept of turning a small business
into a thriving enterprise set tongues wagging in
the region and ultimately across the continent who,
when asked “what happens if you spend all this
money training people and they leave…” retorted
unhesitatingly, “what happens if I don’t train them
and they stay!”
Doesn’t this sum it up so aptly … we HAVE to
build skills and knowledge if we are to sustain our
businesses and even thrive in an industry growing
in demands from dealers, OEM’s and customers. In
short, we have to invest in our key people. General
Managers throughout the automotive industry have
tended to ‘learn by the process of discovery’ and the
consequences have often been horrendous. More and
more the growing emphasis on new vehicle sales has
‘sucked’ our attention away from the ever shrinking
contributions from our used car and parts businesses,
placing immense strain on new vehicle levels and
leaving dealers with a sense that the only area of
profit opportunity lies in F&I and aftermarket. What a
sorry indictment!
But is this a fact, or does it exist merely in the minds
of those who would rather ‘hide behind the cloak of
inopportunity’? My vast travels around the world,
substantiated by the Sewells database of over seven
hundred reporting dealers from various parts of the
world, have revealed some interesting findings. The
one that intrigues me most however, is the fact that,
against the odds, high performing dealers continue
to flourish on every continent. If you were to ask me
for the differentiator, my answer would be simple …
it’s all about balance. That’s what great dealers do …
they mix their natural flare with the science of seeking
out every available opportunity to exploit the range of
potential in their businesses. It’s as simple as that!
The Automotive Dealer Management (ADM) program
sets out to achieve this simple objective - balancing
the elegance of high level education with ‘street-wise’
operational experience – balancing vehicle sales with
fixed operations – balancing profitability with asset
management – balancing customer demands with OEM
demands - balancing the art of the game with science and
balancing investment in capital resources with investment
in the people resource. At last we have the makings of
a high level, intensive Dealer Principal ‘apprenticeship’
program, where learners can thrive on the successes and
lessons from some of the world’s most highly experienced
and professional operators, academics and consultants.
It’s a wonderful recipe … here’s our invitation to you
to get on board!
Paddy O’Brien
CEO
Sewells Group
The University of Melbourne extends a warm welcome for you to join the
ADM program leading to the Professional Certificate in Automotive Dealer
Management. This program is offered by Sewells in collaboration with The
University of Melbourne.
The University of Melbourne, through the MCCP specialises in meeting
the education and training needs of business, industry, government and
professional associations. This program is an example of tailoring an award
course to suit specific industry training and development needs.
At the University of Melbourne we have an unrelenting commitment to
quality. The staff appointed to conduct the program will do everything they
can to provide you with a learning experience that will stand you in good
stead for the rest of your career and we will be interested to hear from you as
to how well you think that objective has been achieved.
Danny Samson
Academy Coordinator
Melbourne Consulting and Custom Programs
University of Melbourne

4. 01 OVERVIEW
AUTOMOTIVE DEALER MANAGEMENT PROGRAM
02 PROGRAM OBJECTIVES
AUTOMOTIVE DEALER MANAGEMENT PROGRAM
Sewells, in conjunction with the University of Melbourne, are pleased to offer
the Automotive Dealer Management (ADM) Program.
This is a high level business management program aimed at developing future
dealership leaders.
WHAT TO EXPECT
Highlights of the ADM program include:
• One hundred and fifty contact hours of intensive, focused management
instruction (approximately 6 x 3 day blocks over 8 months)
• Leading industry and subject matter expert facilitators
• Exposure to a unique line-up of guest speakers
• Business visits, case studies and workplace assignments
• Insight into international best practices
• An opportunity to earn a Professional Certificate in Automotive Dealer
Management delivered and assessed by the University of Melbourne
ARTICULATION ARRANGEMENTS
Recipients of the Professional Certificate in Automotive Dealer Management
will gain one subject credit, namely the leadership and management subject
in the University of Melbourne’s Master of Enterprise degree course.
Students wishing to be assessed for the Professional Certificate in Automotive
Dealer Management are required to be enrolled and assessed by the
University of Melbourne. Students not wishing to enrol will still be exposed
to the material delivered by the University of Melbourne but will not be
assessed. As this is a University level qualification, students undertaking this
part of the program are subject to the entry requirements for their University
of Melbourne.
PROGRAM OBJECTIVES
The Professional Certificate in Automotive Dealer Management is designed to
equip delegates with the know-how and the strategic tools to enable future
dealership managers to successfully achieve a balanced approach to leading and
directing automotive retail operations in a way that accommodates the three
dimensional requirement of achieving optimum market penetration, providing
exceptional levels of service and generating superior returns for the business.
Delegates will receive focused tuition and coaching from program facilitators
and selected subject matter experts in areas such as:
• Leadership – getting optimal levels of performance from and motivating
each member of the dealership team
• Finance – appreciating and interpreting financial data to positively
impact on the ‘key drivers’ of the business
• Marketing and Sales – including new and used vehicles, parts and service
• Fixed Operations – raising levels of contribution from the after-sales area
• Systems and Processes – appreciating, refining and enhancing
business processes
• Developing and implementing effective business plans and strategies
• Creating and sustaining balance between profitability, throughput and
customer satisfaction
• Exposure to global best practices

5. 02 PROGRAM OBJECTIVES
AUTOMOTIVE DEALER MANAGEMENT PROGRAM
03 THE PROGRAM
AUTOMOTIVE DEALER MANAGEMENT PROGRAM
WHO IS BEST SUITED FOR THE PROGRAM?
The ADM program’s leading-edge curriculum has been designed to
accommodate current and future industry leaders. As positions on the
program are limited, candidates will be selected against set criteria. Ideally
candidates will possess a combination of experience and future potential.
Typically the program is aimed at delegates such as:
• Those who have reasonable automotive retail experience, particularly
in departmental management
• Those who have been identified as future general managers /
dealer principals
• Family members of the owners
• Current dealer principals wanting to further develop their skills
• High potential individuals with automotive experience wishing to
gain an in-depth understanding of modern thinking in dealership
management principles
INVESTMENT
The investment for the program is available on application.
The investment includes: course facilitation, training materials, workbooks,
assignments, case studies, venue costs, lunch and morning and afternoon
teas during contact days.

Those accepted into the Professional Certificate in Automotive Dealer
Management may be eligible to apply for the Commonwealth Governments
FEE-HELP deferred loan scheme.
MODULE ONE: BUSINESS PERFORMANCE
MODULE TWO: DEALERSHIP MARKETING AND CUSTOMER
RELATIONSHIP MANAGEMENT
Day 1Department
Management
Considerations
Course introduction, the role of dealer management, fundamentals of
dealership management, the rules of the automotive retail game, stakeholder
considerations and expectations.
Day 2Dealer Finance I Driving dealership performance, accounting fundamentals,
analysing and interpreting business results, managing
economic trends and strategic action planning.
Day 3Business Planning IIntroduction to business planning (mission, vision and objectives). Managing
dealership profit centres - the F&I and aftermarket opportunities. Developing
quality franchise relationships.
Key principles of Module 1: Business health, financial management and planning.

Day 1Marketing Automotive marketing fundamentals, consumer behaviour, brand management,
market segmentation, targeting and positioning, developing a portfolio
management and segment development mindset
Days
2 & 3
Leadership Customer relationship management, driving customer loyalty, retention and
satisfaction, customer equity and customer satisfaction measures, creating
a sustainable CRM strategy.
Key principles of Module 2: Managing the dealership marketing portfolio, understanding the strategic
marketing process, driving customer satisfaction and loyalty.

6. AUTOMOTIVE DEALER MANAGEMENT PROGRAM
MODULE FIVE: DEALER OPERATIONS
MODULE SIX: BUSINESS PLANNING
Day 1Dealer Operations
(Variable Operations)
Contemporary showroom management. Institutionalising, structuring and monitoring the
sales process, managing the showroom floor and the sales team. Retail developments and
industry trends. Creating and developing used vehicle strategies and opportunities.
Day 2Dealer Operations
(Fixed Operations)
Service management, process and fundamentals, repair order analysis,
productivity and efficiency, scheduling, loading, warranties and service retention.
Day 3Dealer Operations
(Fixed Operations)
Parts management, inventory control, staffing and productivity, ordering
parameters, parts marketing, merchandising, retailing and trade activities.
Key principles of Module 5: Managing dealership operations, understanding and implementing industry
retailing strategies, managing departmental performance and gross profit.
Day 1Business Planning II
(Presentations)
Business planning, strategic planning, budgeting and cost analysis, dealership
economics and influencing factors.
Days
2 & 3
Business
Performance
Management
Focuses on enhancing organisational performance through key metrics,
customer loyalty and corporate culture.
Key principles of Module 6: Business planning and implementation strategies.
03 THE PROGRAM
MODULE THREE: LEADING THE DEALERSHIP OF THE FUTURE
MODULE FOUR: DEALERSHIP PERFORMANCE MANAGEMENT AND
TEAM DEVELOPMENT
Day 1Leadership Developing a performance based culture, leadership versus management,
leadership styles and principles, managing people and teams, managing change.
Day 2Decision MakingDecision making in an uncertain environment. Dissecting complex factors
impacting on the decision making process, understanding your risk taking profile.
Day 3Dealer Visits This incorporates a field trip to a selection of renowned Australian dealerships.
Key principles of Module 3: Leadership, team building, problem solving and strategic decision making.

Day 1Human Resource
Management
Implementing a performance management system, assisting line managers to build
and motivate the team, fundamentals of human resource management (selecting,
recruiting, inducting, terminating, managing, disciplining and counselling).
Day 2 Performance
Management
Training and developing the team, workplace training and assessment, skills
audits, certification, coaching and mentoring. Occupational health and safety.
Day 3Finance II Business health and benchmarking, mastering the key performance indicators
that drive your business, asset management, budgeting and forecasting.
Key principles of Module 4: Performance management, team building, linking business objectives to HR
strategy, driving financial performance.

7. 04 FACILITATORS
AUTOMOTIVE DEALER MANAGEMENT PROGRAM
firm that manages training for a
major manufacturer in Australia and
New Zealand. David joined Sewells in
September 2006. He is a strong facilitator
with a ‘hands on’ approach and thrives
on a fast paced and varied environment.
Roger Stephens
M Marketing
As principal of his own customer
marketing firm, Roger’s core
competencies and interests lie in
customer relationship marketing,
customer retention, loyalty, customer
research and the development of
customer handling and marketing
strategies. His background with key
clients such as Isuzu, Nissan, Ford,
Iveco and Holden adds tremendously to
the program.
Paul Clark
Before joining the world of dealer
consulting and training, Paul spent
twenty-three years working in various
roles in dealerships from sales through to
general management. Within that time
Paul qualified with a UAM in Dealership
Management & Development and
won several awards, including national
number one sales person for a major
manufacturer. Paul specialises in sales
and management facilitation, product
knowledge, process improvement and
dealer health checks. He has taught
extensively in Australia, New Zealand,
South-East Asia, the Middle East and
South Africa and has a reputation as
an effective and highly communicative
instructor. Paul is extensively sort after as
facilitator both in Australia and overseas,
and brings to the Sewells team a wealth
of experience and expertise.
& Economics at Monash University
and having headed up Ford Motor
Company’s marketing research
department in South Africa, Mike is a
leading academic, facilitator, business
consultant and automotive marketing
authority. His global insights and ability
to bridge the gap between academia
and industry set him apart as a key
member of the Sewells team.
George Austin
Higher Dip. Manpower Development
George is a leading authority in the
after-sales arena, having spent eighteen
years with Toyota and having developed
a number of strategic operational
programs for parts and service managers
in various locations around the globe.
His interest and passion lies in the
development of after-market teams and
the optimisation of their contribution to
dealer overheads and health.
David Lowrie
BBA Log (H), BS (H), Cert. IV in
Workplace Training and Assessment,
Cert. III Eng (Metal)
David worked for 20 years in the
transport and logistic industry in
Australia and overseas. His final few
years within this industry saw him take
a greater role in a specialised business
improvement capacity. This role focused
on areas such as process improvement,
best practice, technology and efficiency,
project implementation and employee
training and development. David was
much sought after in this area for his
strong leadership and his ability to
think laterally when problem solving. In
2004 David moved into the automotive
industry working for a consultancy
Dennis Anderson
BCom
Dennis has a Bachelor in Commerce
degree with majors in Industrial
Psychology and Business Economics, a
post graduate Honours degree in Training
Management as well as a Diploma in
Labour Relations. He has worked in both
retail and wholesale businesses including
stints with an international automotive
manufacturer and a large metropolitan.
He is an Associate Member of the
Institute of Personnel Management of
South Africa. A key area of interest is
in strategy development for training
and development solutions addressing
performance issues in the motor industry.
His twenty years of diverse experience
in the industry as well as formal studies,
allows him to bring a unique perspective
to performance
issues. Dennis has developed and
conducted major parts training and
development programs for a wide
variety of clients in the industry.
Numerous success stories have
emanated from delegates attending
these programs. He has facilitated five
study tours to the American NADA
convention. Dennis has been involved
in research projects and the production
of publications in the motor industry.
Guest speakers will conduct sessions
covering a range of topics throughout
the program, these include opportunities
in F&I and aftermarket, capitalising on
database management, coming to terms
with dealer management systems, update
on industry news and trends, perspectives
on global manufacturing and franchising
and impact of technology on the retail
automotive industry.
Paddy O’Brien
(BA, MBA)
International experience and world-
class credentials make Paddy a highly
sought-after consultant, facilitator and
industry commentator. He regularly
addresses dealer conventions in
Australia, New Zealand, South Africa,
Malaysia and the United States of
America. His ability to assist motor
retailers to improve their businesses,
coupled with his strong sense of
devotion to the operational and
financial aspects affecting dealership
returns and profitability, place him at
the top of his field.
Greg Strydom
(BCom, MBA)
Greg’s proficiencies and interests in
performance improvement consulting,
statistical business analysis and planning
combined with his global experience
with several major automotive brands
allows him to add value on various levels.
As part of the Sewells global team, Greg
works with strategic clients, assisting
them with performance enhancement
initiatives, implementation of training
strategies, new vehicle launches,
customer satisfaction and business
management initiatives. His insights and
all-round skills add tremendously to the
ADM delegate experience.
Kyle Dickie
Kyle’s expertise and interest in
the development of best practice
showroom processes, dealership
structures, marketing and prospecting
systems for the retail motor industry
make him a sought after consultant
and facilitator. His outstanding ability
to engage an audience combined
with his recent experiences in setting
up dealer development academies
throughout Asia Pacific ensure his
sessions are not to be missed.
Tony Jewson
As a facilitator, trainer and motivator,
Tony has demonstrated his managerial
and sales skills and knowledge in
a variety of forums and to many
companies with great success. His
experience as a senior manager in sales,
operations and people has been gained
working within a number of industries
and franchised networks where
responsibility for sales and operational
success was needed and subsequently
proven. An entertaining presenter and
trainer, he is able to involve and develop
others in an innovative and exciting way.
Professor Danny Samson
B.Chem.Eng. (Hons.), Ph.D.
(Management, Australian Graduate
School of Management)
Danny specialises in leadership,
management,production and
operations management. Professor
Samson has consulted to senior
executives in most manufacturing
industries and numerous service
sector organisations during his
academic career. He regularly
provides industry and executive
seminars and has participated in a
number of committees and industry
bodies including appointment as a
member of Australian Manufacturing
Council and the Commonwealth
Government Industry Task Force
on leadership and management.
Professor Samson has conducted
many short courses in engineering
and manufacturing management,
executive seminars in decision
analysis, total quality management,
logistics and statistical analysis.
His research interest is in the
competitiveness of organisations and
the effective use of systems. Professor
Samson is a member of the MCCP
Academic Committee of the Academic
Board of the University of Melbourne.
Professor Mike Ewing
B.Com (Natal), B.Com (Hons), M.Com,
D.Com (Pretoria)
As Professor of Marketing and Director
of Research in the Faculty of Business

8. AUTOMOTIVE DEALER MANAGEMENT PROGRAM
05 INTERNATIONAL BEST PRACTICE
AUTOMOTIVE DEALER MANAGEMENT PROGRAM
A significant component of the ADM program is the ability to learn from
the best. It is in this light that the program has been specially designed and
tailored with the focal point on ‘International Best Practice’. It focuses on
seeking out and learning from the best in the business.
The ADM program’s extensive line up of automotive operations consultants
have experience in consulting and working in dealers in many countries across
the globe. These consultants are at your disposal and are more than willing to
share their global knowledge.
WORLD CLASS DEALER VISITS
The ADM program presents a unique opportunity for delegates to visit a
selection of world class dealerships. This includes engaging with dealer
principals and senior departmental managers as they share their business
practices and what has driven them to be at the leading edge of the
automotive retail game. From publicly listed dealer groups to highly successful
family owned enterprises, these visits will be a highlight of the program.
CASE STUDIES
Business schools throughout the world use case studies to highlight and
reinforce key business strategies. The ADM program is no different. Delegates
will be exposed to a wide selection of ‘real world’ cases and will benefit
immensely through the analytical and practical approach that will be adopted.
06 MORE INFORMATION
Sewells Group
275 Canterbury Road
Canterbury VIC 3126
Ph: [phone]
[email protected]
www.sewellsgroup.com
Disclaimer: The information in this brochure is correct at the time of production.
Sewells reserves the right to make changes at its sole discretion.
© 2010 Sewells Group