What is Signature??

Hey guys! I wanted to start a series of blogs about Toyota of Boardman becoming a Signature Certified dealership. As the Process Coordinator for our dealership I will be involved every step of the way in our progression of becoming certified and I’d like to give you all an exclusive inside look. Today we just had our first meeting so I thought I’d start out the series just by introducing the idea to you. So what is Signature and what does it mean to be Signature Certified? Signature is a process management initiative that focuses on improving dealer operations to enhance both the customer experience and increase employee satisfaction. There are three Signature Guiding Principles which we will implement throughout all of our processes and those principles are: 1) No Defects 2) Timeliness, and 3) Caring. So basically by means of developing new processes with use of employee feedback and ideas we are going to involve the entire dealership to enhance customer satisfaction and increase customer loyalty. Sounds pretty in depth, huh? Well it is and it isn’t. We already know what we do wrong and what we do right. So we’re going to change what we do wrong and make even better what we do right all to benefit you, the customer! So throughout my blogs I encourage anyone with any questions or suggestions to please comment so that I can bring the ideas to our meetings. Some questions to consider would be, what do you hate about buying a car? (Yes, I’m serious) What would it take for you to continue to purchase your vehicles from the same dealership? What are some reasons you do or do not get your service done from the dealership in which you bought your vehicle? These are just some of the questions we are going to address in creating better processes so who better to hear from than the customer themselves? For next time, we will hopefully have had our launch meeting where we tell all of our employees what we are doing and we also will create our CITs, or our Continuous Improvement Teams. I can’t wait to let you know how it goes!