Operational Excellence: Book Three, Volume I: The Executive Guide to Measuring, Improving and Sustaining Fixed Operations Performance (Morrison Leadership Library)

What if the financial statement is not where performance is created—but simply where the result finally appears?

Operational Excellence takes Fixed Operations leaders beyond reporting the numbers and into understanding the operating conditions that create them.

Drawing on more than four decades of real-world automotive experience, Larry Morrison provides a practical executive framework for measuring, improving, and sustaining Fixed Operations performance.

This book connects the economics of the dealership to what happens every day in the Service and Parts Departments—from technician capacity and productive hours to scheduling, dispatch, authorization, cycle time, quality, retention, leadership, and accountability.

Inside, you will learn how to:

• Recognize the leading indicators behind financial results
• Understand the true economic value of technician capacity
• Measure Productivity, Efficiency, ELR, gross profit, WIP, and other critical KPIs correctly
• Identify where productive hours and gross profit are being lost
• Build capacity-based scheduling and disciplined dispatch systems
• Reduce authorization delays, carryover, and costly comebacks
• Strengthen customer retention through operational consistency
• Create meaningful Fixed Operations scorecards and management rhythms
• Establish clear ownership and accountability for performance
• Develop leaders and systems that reduce dependence on individual managers
• Build a culture of continuous improvement

Operational Excellence is not about chasing one great month.

It is about creating a Fixed Operations management system capable of producing strong, predictable results month after month.

The financial statement records the outcome. The operating system creates the outcome.

Build the system. Develop the people. Deliver the results that last.