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 i 2016 MBNQA Application ORGANIZATION CHART Don Chalmers Ford - Small Business ii 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. Bird Dogs $100 bonus to previous customers for referring friends 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 Career Builders Program to help new employees who have no Car Business Experience get started in the business CCS Complete Customer Satisfaction: One of DCF’s key strategic advantages CEI Customer Experience Index (FMC’s VOC) CEM Consumer Experience Movement (FMC’s Program to increase employee engagement) and NPS for employee engagement survey administered by FMC CFO Chief Financial Officer (Kirk Meyer - SLT member) CFPB Consumer Finance Protection Bureau CI Continuous Improvement CNP Certified Nurse Practitioner (Nurse Rhonda) CO Community: One of DCF’s Stakeholders (RP) CoC Customers of Competitors CP Community Partnerships: One of DCF’s key strategic advantages CRM Customer Relations Manager (Lee Butler - SLT) Don Chalmers Ford - Small Business iii 2016 MBNQA Application Abbreviation Description CVP Customer Viewpoint Survey – 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) Dealerrater.com 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