Client and Participant Testimonials

"Hi Sally,

I talked to the service manager regarding pre-pulling parts for the technicians. He agreed that we should implement this procedure. We will be pulling the parts when the customer arrives for their appointment. At this time we are at approximately thirty three percent of our goal. I estimate that we will be at fifty percent by July 24. I will advise you of our status at that time."

Doug Downey - Stan Olsen Audi

"Beverly, I'm the Parts Director at Audi Jacksonville and Volkswagen of Orange Park and I just want to say THANK YOU for the work you are doing with our training now. I've been the Audi parts game for 11 years and can count on one hand the number of times my employees have said they actually got something out of training class. Both of my guys Patrick O'Grady and Sean Haning have taken the Premium Consulting class this year and have raved about it. I'm taking it next Thursday and Friday and am really looking forward to it. Again, thanks, it's nice knowing their time away from the dealership was not wasted."

Regards, Craig Reaves

"Donna, I think you were absolutely awesome in the way you taught the course, I would imagine it depends on the make-up of the students how you would have to approach that, but you seem to have a real gift. I look forward to the next time."

Sean Brady, Parts & Service Director, Crown Motor Company

Case Study: Major American Auto Manufacturer

Situation

A major American automaker's online excellence certification program, which had been in operation for several years, was fraught with stale and extremely confusing test questions thereby discouraging participation and increasing the volume of question appeals. The task for the BTS team was to develop meaningful questions that challenged the participants without angering them and to boost participation while at the same time preserving the integrity of the test to maintain its purpose as a measurement of excellence.

Solution

The BTS team did a functional analysis of the current certification program and determined that in order to achieve the clients goals there must be a clear definition of program and learning objectives, the utilization of subject matter experts, standardization of question grammar, a common language guide, an appropriate software for development and an appeals process that promoted learning.

Success

The result of these process improvement initiatives for the major American automaker's certification program was, increased technician participation, reduced technician appeals and cost savings to both the tier one supplier and to the manufacturer. While the project was in jeopardy when handed to the BTS team, in less than a year, the performance was back on track, in fact better than ever.

Back to
Clients

Case Studies

Case Study: BTS Consulting Formulates Another Successful Business Strategy

The Northeast Region of Volkswagen tapped BTS Consulting & Training to facilitate a business development planning session with Dealer Tire. During this session BTS assisted the parties in:

Case Study: Customer Satisfaction - BTS Helps Move the Needle

Many industries began a more targeted approach to building and increasing customer satisfaction. It has been proven time after time that being able to retain a current customer base will generate more income over the long run and is far less costly than trying to lure new ones.

BTS Launches Porsche Global Certification Program for Porsche Cars Canada

BTS played a critical role in helping launch the Porsche Global Certification System for Porsche Cars Canada, but for BTS project manager, Julie Cassell, the process began months before the Program launched. Julie was tasked with the duty of making all of the preparations for the 5 day program held in Toronto and Vancouver, handling everything from audio visual requirements to meal selections and reservations for 38 Porsche Cars Canada Sales and Service Professionals.