Labor Op Code Mapping Best Practices

Why is Labor Op Code Mapping important? Labor Op Code Mapping is the basis for how GM tracks customer retention. This is a systematic way allowing GM to track the designated labor op codes that count for customer retention, and measure how a dealership does at retaining customers. Labor Op Codes are used in the DMN (OnStar) alert triggers. GM uses the labor op codes to determine if a customer has been in for a maintenance event before sending the alert and suppressing lead! Things to remember: Customer Retention is tracking 1 customer pay, included maintenance, or dealer free service every 12 months. Checking Labor Op Code Portal to ensure codes are mapped correctly will help to make sure all information is being tracked correctly. Certify Codes – This is the process of certifying by name and date that all monthly code remapping is complete and accurate

Why is Retention Important? per NADA survey : Grow your business! Impact YOUR bottom line for the future Money! Profitability EBE “Customers that service their vehicle at the dealership are 17 times more likely to purchase another vehicle from you.”

2017 EBE Requirements

Service Retention Code Eligibility Eligible service retention codes: Ineligible service retention codes: Customer-paid repair order lines Warranty GM new vehicle-included maintenance (usually the first two or four maintenance services, depending on model year and vehicle) Sublet Internals (except for dealer paid services such as LOF) CP Inspections (except for state required) and Diagnosis Customer-paid accessories sold on repair orders Towing Customer-paid body shop Detailing, Pit stops, Car washes, MPVIs 9400- Dealer free services (goodwill) Rentals 107- Required State Inspections 9300 recommended services (services recommended to customer, but not performed at this visit) Do: Review the eligible and ineligible service retention codes.

Best Practices: Ensure your Labor Op Codes are mapped correctly for retention credit Check mapping in Labor Op Code Portal (within SSO) monthly Should have recently used dates for common services Check Other 9000 and Uncategorized 9900 Make sure nothing that is eligible for retention are in these categories Training and guides in SSO> Overview>Labor Op Codes LOF 0200 Brakes 0300 Tires 0400 Battery 0600 Filters 0700 Wipers 0800 Dealer Free Services 9400 114328

How the RO is Written Matters! You need to make sure the ROs are written correctly so that the data can get picked up by GM Things to think about: Retention eligible events should have their corresponding Labor Op Code on it’s own line! If the repair is done under a diagnostic code (ex: 0100) it will not get credit. CP Repair should be on it’s own line ROs closed as Internal do not count for Customer Retention, EXCECPT for 9400 Sometimes we see stores trying to give away a service for goodwill such as a free LOF. This should be done under a specific Labor Op Code mapped to 9400. This is the only labor op code that can be closed as Internal. Regular LOFs mapped to 0200 closed as internal do not count!

Example RO- WRONG!!!! This is an inspection labor Op code (0100, no credit) repair was done on same line with no other Labor Op code so no credit was given.

The VIN on RO 40367 will not get Service Retention Credit because Labor Op Code 22CVZ0DB is mapped to 0100 or Inspection which does not get Retention Credit! Dealership REMINDER! Need to start Checking Dealer ROs or Training Advisors how to close ROs properly! Make sure you include the DMS Labor Op Code for Work Done on RO and Close RO properly!!

Example RO- Right!! This is a regular LOF Labor Op code mapped to 0200, Closed as Customer Pay. Credit was given! MPVI mapped to 0100 on separate line.

Example RO- WRONG!!!! This is a regular LOF Labor Op code mapped to 0200, but was closed as “Internal” so no credit was given. Needs to be closed as Customer Pay when mapped to 0200.

Example RO- Right!! This Labor Op is mapped to 9400 so closing as “Internal” counts for credit!!! Inspection Code is on separate line ensuring the LOF gets counted!

Example RO- Right!! Included maintenance labor op using GM- seven digit code, automatically gets mapped correctly. “W” pay type for warranty, gets credit!