Fixed Ops & Service Department Profitability

Northgate Motors · 22 Techs · 14 Bays · Import Franchise

GP per RO

$186

▼ 4.1% vs target $215

Tech Efficiency

112%

▲ 2.3% MoM

Shop Utilization

78%

74% wkday · 91% Sat

Customer Pay Mix

52%

▼ vs 60% target

Parts Margin

38.2%

▲ 0.9% MoM

Comeback Rate

4.8%

▲ vs 3.5% plan

GP per RO Trend (12 Weeks) · Customer Pay Mix Overlay

Technician Efficiency Heatmap (% by Week)

Tech

W10

W11

W12

Ramirez

128

132

125

130

127

129

131

126

133

128

130

134

Chen

121

119

123

118

120

122

124

121

119

125

120

122

Patel

115

113

117

114

116

112

118

115

113

116

114

119

Johnson

108

110

106

109

107

111

105

108

110

109

106

112

Garcia

101

104

102

105

100

103

106

101

104

Lee

119

121

118

120

122

119

123

120

121

124

119

122

≥118%

105–117%

<105%

Shop Utilization by Day

Service Advisor Scorecard · GP/RO Ranking

Rank	Advisor	RO Count	GP/RO	Avg Hrs/RO	MPI Conv%	Comeback%	Status
1	Torres	247	$224	2.8	71%	3.2%	Top
2	Kim	231	$209	2.6	58%	4.1%	Top
3	Davis	219	$198	2.5	52%	4.8%	Mid
4	Martinez	206	$191	2.4	49%	5.2%	Mid
5	Brown	198	$183	2.3	44%	5.6%	Mid
6	Wilson	183	$176	2.2	41%	6.1%	Low
7	Anderson	172	$168	2.1	38%	6.8%	Low
8	Thompson	161	$159	2.0	35%	7.3%	Low

Team avg MPI conversion: 48% · Torres leads at 71%

Pay Type Mix (30 Days)

Parts Gross Margin Trend

Comeback Rate by Job Type

Avg Hours per RO Trend

Customer Wait Time

Promise vs Actual (Avg)

62 min

Promise: 58 min

▲ 6.9% over promise

Recent Comeback Alert ROs (High-Risk)

RO #	Advisor	Job Type	Days Since	Issue	Status
#48721	Wilson	Brake Repair	8	Noise return	Open
#48699	Anderson	Brake Repair	12	Pad vibration	Review
#48654	Brown	Oil Change	14	Leak	Review
#48621	Thompson	Brake Repair	18	Squeal	Closed
#48598	Martinez	Alignment	21	Pull left	Closed
#48567	Davis	Brake Repair	25	Soft pedal	Review

Brake jobs: 6.2% comeback rate after new pad supplier switch (Week 8)

Action Summary

Critical: Brake Comeback Spike

6.2% rate on brake jobs vs 3.1% baseline. Supplier quality issue identified Week 8.

GP/RO Below Target

$186 vs $215 goal. Warranty mix 31% post-recall campaign backlog.

Saturday Utilization Strong

91% Sat vs 74% weekday. Opportunity to shift customer pay appointments.

Torres MPI Excellence

71% MPI conversion vs 48% team avg. Model for training program.

Data Source: DMS Service RO Export + Tech Clock + Parts Inventory

Period: Last 12 Weeks (Jan 1 – Mar 24, 2025)

Labor Rate: $145/hr (CP) · $135/hr (Warranty)

Last Updated: Mar 24, 2025 06:00 AM PST