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- American Honda Motor Company Parts Division:
- Developed long-range strategic marketing and distribution plan, including market, competitive, organizational, and financial analyses
- Arcata:
- Developed a detailed business strategy and implementation plan for two well-known auto industry organizations forming a business to provide large-scale auto dealership turnaround and outsourced-management services. Based on this plan, funding was received and the business launched.
- ATMARKET:
- Developing (in process a/o April 2003) start-up aftermarket supply chain operations plan, including strategy, organizational structure, key business processes, definition of alliance partner involvement, information systems plan, long-term business evolution, risk analysis, and financial estimates.
- AutoPact Car Service:
- Developed start-up auto service chain operations plan, including strategy, mission, core competencies, critical success factors, geographic and real estate requirements, facility and equipment needs, organizational structure, information systems plan, long-term business evolution, risk analysis, and 5-year financial estimates for P&L, cash flow, and balance sheet. Based on this plan, funding was received and the business launched.
- AutoPact Car Service:
- Served as start-up auto service chain Chief Information Officer, developing specific information systems requirements, selecting suppliers, and managing the development and integration of enterprise information, web site, call center, and automated voice response systems.
- AutoWholesaler.com:
- Serviced as a strategic advisor on the development of a business strategy and implementation plan for the creation of an on-line wholesale-retail automotive exchange. Specific work included market analysis, competitive research, concept and process design, and patent application.
- GE Capital Assurance:
- Implemented a Voice of the Customer strategy involving validation of critical-to-quality customer requirements (CTQs) and establishing a continuing listening process.
- Michigan Virtual Auto College:
- Conducted research on distance and interactive learning systems, and developed a strategy and business plan for this business-education-government collaboration chartered to improve workforce performance in Michigan. Based on this plan, funding was received and the business launched.
- Foreign Owned U.S. Dealership Network:
- Developed analyses and recommendations for an organization investigating how to best add to or change its current U.S. portfolio, improve the structure and performance of its holding company, and improve the performance of current U.S. dealerships.
- Samsung Motors:
- Developed the infrastructure, work processes, and integration points necessary to launch a new automobile company in Korea. Specific work included developing vision, guiding principles, business processes, policies, procedures, information system requirements, a process-based organization structure, key performance indicators, process measurements, and job specifications
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- Comarco Wireless Technologies:
- Conducted customer and distribution channel research in order to identify new product and service opportunities for wireless service quality measurement equipment manufacturer seeking to take advantage of the rapidly growing cellular service market
- Daewoo Motors:
- Participated in an analysis of U.S. market launch plans
- General Motors California Marketing Initiative:
- Participated in an analysis of economic, competitive, product mix and allocation, advertising, retail network structure, and other factors to understand regional shifts in sales, market share, and customer satisfaction
- Kia Motor America:
- Designed and managed a dealership analysis and profiling project focused on improving the business and customer satisfaction performance of Kia’s entire dealership network. Study areas included dealership location, dualing status, facilities, personnel, retail processes, financials, and customer satisfaction data.
- Lexus:
- Participated in the design and completion of an analysis of Lexus dealership customer satisfaction issues, obstacles, and requirements for the future.
- Lincoln Mercury:
- Completed comparative analysis of new model target customers, traditional Lincoln Mercury owners, and competitive set owners in support of brand team launch efforts
- Toyota Motor Sales:
- Completed detailed analysis of customer requirements for an improved retail sales process using approximately three dozen research sources and interviews with Toyota executives, regional management, and others
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- Arcata:
- Designed best-practice automotive retail management, administration, sales, service, part, and body shop business processes, job descriptions, and management training approach. Also developed standard business development processes, presentations, and proposals for use by Arcata management in securing retail and manufacturer clients.
- Cleveland Clinic:
- Designed a quality improvement process focused on better serving the international patients of CC’s cardiovascular unit
- Ford Motor Company:
- Conducted dealership best practice research and created business processes, flowcharts, critical success factors, and operational tools for an on-line retail learning and process improvement system covering key sales and service processes
- General Motors:
- Mapped vehicle division, GMAC, and GM Credit Card lead generation processes and devised recommendation for common, more effective processes in order to enhance the value of GM’s customer information
- Lexus:
- Developed methods and tools for operationalizing the Lexus brand promise in Lexus’ U.S. dealerships
- Mitsubishi Motors Corporation, Mitsubishi Motor Sales of America, Inc., Mitsubishi Motor Manufacturing of America, Inc:
- Designed and led a product quality improvement project focused on design, engineering, supplier, assembly, transportation, and retail impact on vehicle defects
- Mitsubishi Motor Sales of America, Inc.
- Conducted consumer and in-dealership research to develop methods and supporting tools for Mitsubishi dealerships to improve customer satisfaction with the price negotiation and financial services processes
- Ritz-Carlton:
- Participated in developing an information gathering and customer satisfaction process improvement project focused on the Ritz-Carlton’s group business
- Toyota Motor Sales:
- Revised Toyota Quality Experience (TQE) sales process phases, procedures, and supporting best practices in accordance with 21st century retail automotive market conditions (the Internet, public dealership ownership, and availability of buying services and brokers)
- Toyota Motor Sales:
- Developed Toyota dealership Internet infrastructure and sales process reference guide based on consumer and best practice Toyota dealership research. This document includes guidelines for management philosophy, strategy and planning, marketing, technology, Web site, human resources, selling processes, and measurement.
- Toyota Motor Sales:
- Revised the Toyota Signature continuous improvement process content to reflect new management direction on the process and to organize the information for use on an interactive DVD. Content included a process improvement methodology, best practice retail processes, roles and responsibilities, forms, and checklists.
- Volkswagen of America:
- Participated in developing a comprehensive set of dealership performance standards and plans for rollout communication, training, measurement, and recognition and incentives.
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- Autoweb.com:
- Conducted a process and performance development needs assessment for Autoweb.com’s sales and service operations
- Epson America, Inc:
- Designed a process to improve alignment and process performance through Epson’s multiple distribution channels
- General Motors California Marketing Initiative:
- Participated in the implementation of GM-CMI’s west coast strategy, with emphasis on the day-to-day requirements of “California Value Selling”
- Hyundai Motor America, Inc:
- Designed a distribution alignment (retail-field-headquarters) process
- iMotors.com:
- Conducted a process and performance development needs assessment for Autoweb.com’s sales and vehicle delivery operations
- The Rikess Group:
- Developed business process, organizational structure, and staffing recommendations for consulting firm experiencing rapid growth
- Subaru of America, Inc:
- Designed and implemented a distribution alignment (retail-field-headquarters) process
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- Acura Sales Awareness Program (Automotive and Acura Technology), Consultative Selling Skills, and Customer Service Skills
- BDS Marketing Dealership Operations Training (3-day course for sales force selling services to dealership management)
- FAW-VW (China) Salesperson Skills for Improved Customer Satisfaction
- FAW-VW (China) Service Advisor Skills for Improved Customer Satisfaction
- Maruti-Suzuki (India) Salesperson Skills for Improved Customer Satisfaction
- GM-California Customer Handling Skills for Non-Sales Personnel
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- Acura Sales Awareness Program Dealer Orientation, Sales Management, and Customer Service Management
- Basic and Advanced Service Department Business Management
- Honda Customer Service Management
- Dealership Sales Operations and Management for Zone Managers
- GM-California Value Selling for District Management
- GM-California Value Selling Dealer Roundtables
- GM Shanghai Improving After-Sale Customer Satisfaction for Field Managers
- Guangzhou Honda Improving Sales Department Operations for Field Managers
- Guangzhou Honda Improving Service Department Operations for Field Managers
- Hyundai Motor America Sales Satisfaction Improvement for Dealers and Sales Managers
- Hyundai Motor India Customer Satisfaction for Business Success for Dealer Principals
- VW Shanghai Customer Satisfaction Improvement for Regional Service Representatives
- VW Shanghai Sales Satisfaction Improvement for Regional Sales Representatives
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- Capstar Hotels Customer Service Improvement for Hotel Managers
- FAW-VW (China) Customer Satisfaction Improvement for Regional Service Representatives
- FAW-VW (China) Sales Satisfaction Improvement for Regional Sales Representatives
- GE Capital Designing New Products and Services for Six Sigma Quality
- Maruti-Suzuki (India) Customer Satisfaction Improvement for Service Advisors
- Honda Retail Process Improvement for Service Management
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- Professional Association for Compliance and Ethics Online Learning Modules:
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- Regulation B of the Equal Credit Opportunity Act
- Regulation M of the Federal Truth in Lending Act (Consumer Leasing)
- Regulation Z of the Federal Truth in Lending Act (Consumer Financing)
- The Fair Credit Reporting and Fair and Accurate Credit Transactions Acts
- The Gramm-Leach-Bliley Information Privacy and Protection Act
- Internal Revenue Service and Office of Foreign Assets Control Requirements and Reporting
- The Telephone Consumer Protection, Junk Fax Prevention, Telemarketing and Consumer Fraud and Abuse Protection, and the Controlling the Assault of Non-Solicited Pornography and Marketing Acts
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- Business Operations
- Customer Retention and Loyalty
- Dealership Rental Car Programs
- Express Sales Process
- Express Service Process
- Facilities Management
- Financial Services
- Full-Size Truck Sales and Marketing
- Internet/E-Commerce Guide
- Managing a Quality Sales Experience
- Marketing and Sales to Women
- Parts and Accessories Operations
- Post-Sale Vehicle Delivery
- Problem Resolution
- Product Presentation
- Purchase Negotiation
- Quality Repair
- Service Appointments
- Service Delivery
- Service Productivity Management
- Service Reception and Customer Write-Up
- Telephone Process Management
- Used Vehicle Management
- * Various brands