Don Chalmers Ford - Small Business i

2016 MBNQA Application

Don Chalmers Ford - Small Business

i

2016 MBNQA Application

TABLE OF CONTENTS

ORGANIZATION CHART

Organization Chart ............................................................................................................................................................................... ii

GLOSSARY OF TERMS AND ABBREVIATIONS

Glossary of Terms and Abbreviations ................................................................................................................................................. iii

P: ORGANIZATIONAL PROFILE

P.1 Organizational Description.............................................................................................................................................................. I

P.2 Organizational Situation................................................................................................................................................................ IV

1: LEADERSHIP

1.1 Senior Leadership........................................................................................................................................................................... 1

1.2 Governance and Social Responsibilities......................................................................................................................................... 4

2: STRATEGIC PLANNING

2.1 Strategy Development..................................................................................................................................................................... 7

2.2 Strategy Deployment.................................................................................................................................................................... 10

3: CUSTOMER FOCUS

3.1 Voice of the Customer................................................................................................................................................................... 13

3.2 Customer Engagement.................................................................................................................................................................. 15

4: MEASUREMENT, ANALYSIS, AND KNOWLEDGE MANAGEMENT

4.1 Measurement, Analysis, and Improvement of Organizational Performance................................................................................ 17

4.2 Management of Information, Knowledge and Information Technology...................................................................................... 20

5: WORKFORCE FOCUS

5.1 Workforce Environment................................................................................................................................................................ 23

5.2 Workforce Engagement................................................................................................................................................................. 26

6: OPERATIONS FOCUS

6.1 Work Systems .............................................................................................................................................................................. 29

6.2 Work Processes............................................................................................................................................................................. 31

7: RESULTS

7.1 Product and Process Outcomes..................................................................................................................................................... 34

7.2 Customer-Focused Outcomes....................................................................................................................................................... 39

7.3 Workforce-Focused Outcomes...................................................................................................................................................... 43

7.4 Leadership and Governance Outcomes........................................................................................................................................ 46

7.5 Financial and Market Outcomes................................................................................................................................................... 49

Don Chalmers Ford - Small Business

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2016 MBNQA Application

ORGANIZATION CHART

Don Chalmers Ford - Small Business

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2016 MBNQA Application

GLOSSARY OF TERMS AND ABBREVIATIONS

Abbreviation Description

20 Group (20BMark)

Nichols, Campbell & Morrow (third-party) - Group of 20 benchmarking elite national Ford division

dealers in AZ, CA, CO, FL, KY, MA, MO, MS, NM, NV, PA, TX, VA & WI

ABQ

Albuquerque, New Mexico: Borders Rio Rancho, DCF¡¯s location

ADA

Americans with Disabilities Act

AFIP

Association of Finance and Insurance Professionals

AG

New Mexico Attorney General

Andy

Fixed Operations Director (Andy Strebe)

AOS

Available On Site (Due to space limitations in the applications)

App

Don Chalmers Ford smart phone application for iPhone and Android

AtlantiCare

2009 Malcolm Baldrige Quality Award Winner, Healthcare

AES

Allstate Experience Score (Customer Satisfaction Rating)

AXZD Plan

Ford Motor Company partner, employee, and family discount programs

BBB

Better Business Bureau

Baldrige Systems

Critical Systems aligned to the Baldrige Criteria: Leadership, Communication, Governance, Legal &

Regulatory Compliance, Community Support, Strategy Development, Strategy Deployment, Customer

Listening & Response, Customer Engagement & Satisfaction Determination, Product Offering

Determination, Customer Support, Customer Relationship Building, Complaint Management,

Performance Measurement Selection & Alignment, Comparative Data Selection & Use, Performance

Analysis, Organizational Knowledge and Learning, Data Information Quality and Technology,

Workforce Capability & Capacity, Recruiting & Hiring new workforce members, Workforce

Environment, Workforce Benefits, Workforce Engagement, Workforce Engagement and Satisfaction

Determination, Workforce Performance Management, Workforce & Leader Development, Work

Product and Process, Work Process Management, Work Process (Performance) Improvement,

Innovation Management, Supply-Chain Management, & Safety and Emergency Preparedness.

$100 bonus to previous customers for referring friends

Bird Dogs

BDTWF

Best Dealerships to Work For

Brad

Used Vehicle Director (Brad Poole)

BPR

Business Plan Review: Planning tool for key success drivers to track progress to the Annual Plan:

Safety, Volume, Gross, Productivity, Customer Experience, Continuous Learning, Workforce

Satisfaction/Engagement, Community Project, and Process Improvement

BR

Body Repair Market Segment

Body Shop

Body Shop Department

C Customer

CC

Core Competency (Servant Leadership, Family Values & Integrity & Ethics

Program to help new employees who have no Car Business Experience get started in the business

Career Builders

CCS

Complete Customer Satisfaction: One of DCF¡¯s key strategic advantages

Customer Experience Index (FMC¡¯s VOC)

CEI

Consumer Experience Movement (FMC¡¯s Program to increase employee engagement) and NPS for

CEM

employee engagement survey administered by FMC

CFO

Chief Financial Officer (Kirk Meyer - SLT member)

Consumer Finance Protection Bureau

CFPB

CI Continuous Improvement

CNP

Certified Nurse Practitioner (Nurse Rhonda)

Community: One of DCF¡¯s Stakeholders (RP)

CO

Customers of Competitors

CoC

CP

Community Partnerships: One of DCF¡¯s key strategic advantages

Customer Relations Manager (Lee Butler - SLT)

CRM

Don Chalmers Ford - Small Business

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2016 MBNQA Application

Abbreviation Description

CVP

Customer Viewpoint Survey ¨C Ford Motor Company¡¯s customer satisfaction survey process for the

NVS and M&R market segments to determine the CEI

CVP Group

Customer Viewpoint Group (Ford division dealers of like size in our Region)

DCF

Don Chalmers Ford

DCF Experience

Real People (Stakeholders), Real Simple (Processes), Real Value (Outcomes),

DCIS

Don Chalmers Insurance Services (Allstate Agency inside the dealership)



Review website for consumers¡¯ testimonies of their experience, both positive and negative

DMS

Dealer Management System (Integrated system from REYREY)

DOC

Daily Operating Control (Report from REYREY)

DOT Department of Transportation

DPE

Director of Performance Excellence (Lee Butler - SLT)

EEO

Equal Employment Opportunity

Effortless Service

Training based upon the book by Book by Matthew Dixon, Nick Toman, and Rick DeLisi, used by the

Fixed Operations Director to improve M&R customer satisfaction

EMR

Experience Modification Rating for safety

EPA Environmental Protection Agency

The EPIC Advantage

Servant leadership and team building consultant

F&I

Finance and Insurance: Step in the sales process where the sale is finalized

FD1

Ford Dealer 1 (Local competitor)

FD2

Ford Dealer 2 (Local competitor)

FDIC

Federal Deposit Insurance Corporation

FRFT

Fix It Right the First Time

FMC

Ford Motor Company: One of DCF¡¯s stakeholders (Real People), key partner & supplier

FMCC

Ford Motor Credit Company: Subsidiary of FMC that provides financing for customers

FMLA

Family Medical Leave Act

FOB

Device used to unlock the building after hours to provide security

FORD

Continuous Improvement Process: Find, Organize, Review, Document

FSA

Field Service Actions (Notice from Ford Motor Company on vehicle repair - includes recalls)

Gary

General Manager & President (Gary Housley)

GM

General Manager (Gary Housley - SLT)

Graham DCF¡¯s Advertising partner

HR Human Resources

HRD

Human Resources Director

HRM

UCS module to manage Human Resource processes

I&E

Integrity and Ethics

IRS

Internal Revenue Service

John

New Vehicle Director (John Storz)

Kirk

Chief Financial Officer (Kirk Meyer)

KSD

Key Success Drivers

KPA

Environmental, Regulatory and Safety Company

Lee

Director of Performance Excellence (Lee Butler)

LS

Leadership System (Figure 1.0-1)

M&R

Automotive Maintenance and Repair market segment: Includes Service, Parts, and Quick Lanes

MBNQA

Malcolm Baldrige National Quality Award

MBWA Management by Walk Around

Midway USA

2009 and 2015 Malcolm Baldrige Quality Award Winner, Small Business

SDS Sheets

Safety Data Sheets

Service Group

Sales consultant training consultant from Austin Texas

MVV

Mission Vision Values

National Automobile Dealers Association follow up system for the Body Repair market segment

NADA 24

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