31/12/2025
🚗One of the biggest KPI conflicts I've seen in the automotive industry is between Service (Aftersales) and Parts / Purchasing.
🔧Service KPIs focus on:
Turnaround Time (TAT)
First-Time Fix Rate
Customer Satisfaction (CSI)
📦Parts KPIs focus on:
Inventory Turnover
Stock Value Reduction
Obsolescence control
Both are valid.
But when they are measured in isolation, the result is predictable:
➡️Vehicles waiting in the workshop for parts
➡️CSI drops
➡️Service blames Parts
➡️Parts blames forecasting & cost pressure
What actually worked to resolve this conflict:
✅Split the parts universe
Critical/VOR/Safety parts 'n availability-driven KPIs
Regular & cosmetic parts 'n financial KPIs
✅Introduce ONE shared KPI
% of Repair Delays Due to Parts
Owned jointly by Service & Parts.
This single metric eliminated finger-pointing.
✅CSI-weighted inventory
Not all stock is equal.
A part that stops a vehicle deserves different rules than a cosmetic item.
✅Daily visual review
A simple list of vehicles waiting >48 hrs for parts, reviewed together.
No reports. Just facts.
📌Key lesson:
Service KPIs are customer-centric.
Parts KPIs are finance-centric.
If leadership doesn't connect them, departments will always work against each other even with good people.
🔁Align the KPIs, and behavior will follow.
