2004 Ford BDC Phase 1 Program Overview

12 Day BDC Installation Program:

3 Day BDC Strategy Visit #1
5 Day BDC Launch Visit #2
3 Day BDC Process Growth Visit #3
1 Day BDC Certification Visit #4
To be completed within 90-Day Period

Ford BDC Implementation Program: Visit #1

3 Day Assessment-STRATEGY-Process
1. Current Customer Management
Process
Assessment using Individual Dealer
and Manager One-on-One Meetings
2. Strategy & Process Development,
Technology Inventory & DAP Draft
3. People-Place-Process Needs
Assessment, Pre-Launch Dealer Action
Plan Completion & Dealer Commitment

Ford BDC Implementation Program: Visit #2

5 Day BDC Launch/Process Implementation

1. BDC Setup and Pre-launch Systems
Check
2. Phone Process Execution Launch
3. Internet Process Execution Launch
4. Sold Follow-up Process Execution Launch
5. BDC Task execution coaching, develop
Dealer Action Plan, Dealer/GM meeting to
review DAP & gain commitment

Ford BDC Implementation Program: Visit #3

3 Day Launch Assessment &

BDC PROCESS GROWTH Visit
1. BDC Performance Review, Metrics
Analysis & Process Assessment
2. BDC Process Growth planning,
documentation & staff execution training
3. Pre-Certification Review & Dealer
Action Plan creation, meeting with
DP/GM to gain agreement/commitment

Ford BDC Implementation Program: Visit #4

1 Day Post-Launch CERTIFICATION Visit
Verification that dealers BDC meets overall Ford
BDC Certification requirements (People & Place)
Verification that dealers BDC meets Ford BDC
Certification requirements for Phase 1 processes
Review Dealers BDC operations and inventory
of recommended Ford BDC Best Practices
Dealer/GM Meeting:
Ford BDC Certification Review
Ongoing BDC Maintenance Review
BDC Performance Improvement Recommendations

Ford BDC Program Overview

12 Days of BDC Installation Support (RCS)
3 Day Assessment, Strategy & Process
1 Day Current Customer Management Assessment
1 Day Strategy Development & Process Mapping
1 Day Dealer Action/Needs Planning & Development

5 Day BDC Launch & Process Implementation

3 Day Launch Assessment & Process Growth
1 Day Ford BDC Certification Visit
BDC visits to be completed within 90-Day Period

Visit #1 Day 2 of 3:
BDC Strategy & Process Definition
Review Day One with Dealer/General Manager

Work one on one with key staff to map out current

business processes so they are blueprinted and
documented for the following areas:
Inbound Phone
Internet
Sold (RTCM) Follow-up

Strategy Development
BDC's roles and functions
Which departments will interact with BDC?
Define what will be considered "BDC success"
Review Certification Checklist

Visit #1 Day 2 of 3:
BDC Strategy & Process Definition
Process Definition
- What specific processes will be handled by the BDC?
- Map out flow of information in and out of BDC
- Information Technology and how it will be used by BDC
- Certification compliance and recommendations

Management Team Meeting:

- Define dealership's BDC strategy
- Achieve each department manager's buy-in
- Establish communication channels between BDC and departments
- Identify BDC performance metrics
- Facilitate Outline of change requirements
- Review Infrastructure assessment vs. needs
- Review Ford BDC Certification requirements and recommendations

BDC Strategy Day

Visit #1 Day 2 and First Part of Day 3:

Staffing Needs Assessment

400 Outbound Sold Contacts = 1 Dedicated BDC staff
150 Inbound Internet Leads = 1 Non-Selling BDC Staff
65 Inbound Internet Leads = 1 Selling BDC Staff
200 Inbound Sales Calls = 1 Dedicated BDC Staff

Visit #1 Day 3: People, Place & Process

Review Day Two with Dealer/General Manager

BDC Staffing Needs Assessment

- Evaluate current Staff resources and capabilities
- Identify staffing needs (if any)
- Create BDC team staff development plan
- Help identify local sources for resources
- Create / review pay plans
- Obtain Management "buy-in" and ownership

Identify potential areas in dealership for BDC

- Square footage requirements
- Telephone system and integration with Receptionists
- Appointment Boards in BDC
- Welcome Boards in Showroom
- General area for BDC staff meetings and training

Visit #1 Day 3: People, Place & Process

Sales Meeting
- Use Sales Meeting to introduce entire staff to BDC concept
- Walk through Phone, Internet and Sold Follow-up processes
Obtain Management "buy-in" on Technology & Tools
- Dedicated PC workstations
- Printer for letters, envelopes & postcards
(color laser printer recommended)
- High speed Internet Access
- Dedicated Phone Line(s) for each member of the BDC staff
- Access to DMS information applications and reports
- BDC Certification requirements and recommendations
- LSI or comparable software for Sold Follow-up
- SalesPoint or comparable lead management tool

Visit #1 Day 3: People, Place & Process

Create BDC Action Plan to be implemented prior
to the Dealership's BDC launch visit
- Recruiting, hiring and staffing requirements
- Facility and Infrastructure development
- Basic Software installation and training
- Determined by difference between current state
and Ford BDC certification requirements, as
well as known best practice recommendations

Visit #1 Day 3: Dealer Exit Meeting #1

Review all reports and sign-offs

Review BDC Action Plan items
Establish clarity with Dealer about action items
Discuss/identify who should be empowered to execute
each action item and date due.
Review Ford BDC Certification checklist and discuss both
required and recommended items
Dealer must sign the BDC Action Plan showing agreement
to complete each item by the dates listed
The Dealer's 5 day Launch visit is reconfirmed at this time,
based upon completion of the BDC Action Plan

During All Visits:

Complete the BDC Certification
Report All Sections:
Overall
Phone
Internet
Sold Follow-Up (RTCM)
Catalysts Primary Mission is to
guide dealership towards BDC
success and certification

Tracking BDC Process Metrics

During All Visits:
Customer Management Process Metrics Analysis
The Process Metrics
become an ongoing tool
to analyze effectiveness
of People executing
Processes in your BDC

Ford BDC Dashboard

Dealer Action Plan

During All Visits:
Use the BDC Development
Action Plan to clarify tasks that
need to get done:
Specify what, exactly, must get
completed
Describe why it needs to get done
Who has the dealer or GM assigned
responsibility to
How to get the task done
Recommended Contacts

Ford BDC Program Overview

12 Days of BDC Installation Support (RCS)
3 Day Assessment, Strategy & Process Visit

5 Day BDC Process Launch Visit

1 Day BDC Launch Kickoff & Setup
1 Day BDC Phone Process Launch
1 Day BDC Internet Process Launch
1 Day BDC Sold Follow-up Launch
1 Day BDC Integrated process execution
training
3 Day Launch Assessment & Process Growth Visit
1 Day Ford BDC Certification Visit

Second Visit - 5 days: BDC Launch

Day One: BDC Kickoff
Review Assessment Action Plan
with Dealer and General Manager
Review BDC Manager and staff selection
Infrastructure improvements and upgrades made to date
Discuss the training to date; what has been accomplished
since last meeting, and any challenges encountered

Process Development - Manager Kickoff

Refine BDC process mapping and documentation
BDC Point of opportunity implementation sequence
Managers must have "Ownership"

Second Visit - 5 days: BDC Launch

Day Two: Inbound Phone
Review Day One with Dealer/General Manager

RCS Consultant works shoulder to shoulder

with BDM and staff to launch phone process
Inbound Phone
Technology utilization
Basic process track
Phone scripts
Establish metrics - benchmarking data

Second Visit - 5 days: BDC Launch

Day Three: Internet
Review Day Three with Dealer/General
Manager
Working shoulder to shoulder with BDM and
staff to launch Internet BDC Process:
- Technology utilization
- Lead routing maps for all lead providers
- Basic process track
- Basic email templates and phone scripts
- Process execution tracking reports
- Establish metrics - benchmarking data

Second Visit - 5 days: BDC Launch

Day Four: Sold (RTCM) Follow-up
Review Day Three with Dealer/General Manager

Working shoulder to shoulder with BDM and

staff to launch the BDCs execution of Sold
Follow-up processes:
- Technology utilization
- RTCM list processing
- Basic process track
- Direct mail campaigns
- Phone scripts
- Establish metrics - baseline data

Second Visit - 5 days: BDC Launch

Day Five: Action Plan
Review Day Four with Dealer/General Manager
Work shoulder to shoulder with BDM and staff to
ensure their ability to execute the fundamental
tasks required by each step within each of their
initial basic processes

BDC Manager and Staff Meeting:

- Review every person's roles, responsibilities and
performance
- Discuss the challenges/solutions when launching a BDC
- Reinforce the need to master each basic process
- Review performance metrics for the BDC team

Create Dealer Action Plan:

- Based on 5 day launch needs and required actions
identified during departmental reviews

Second Visit Day 5: Dealer Exit Meeting # 2

Review BDC launch events with Dealer
Discuss all of the accomplishments made
during the visit and discuss how Dealership is
performing in terms of BDC operations
Review the Dealer Action Plan items, while
establishing and discussing:
What they are
Why they are needed
Who should be empowered to execute each item
Date when each action item is due to be
completed

Ford BDC Program Overview

12 Days of BDC Installation Support (RCS)
3 Day Assessment, Strategy & Process Visit
5 Day BDC Process Launch Visit
3 Day Launch Assessment & Process Growth Visit
BDC Performance Assessment & Review
BDC Process Improvement & Growth
BDC Advanced Process Execution and Pre
Certification Review

1 Day Ford BDC Certification Visit

Third Visit - 3 days: BDC Evaluation

Day One:

Dealer Meeting:

Review progress to date and completion of action items from last

visit
Discuss BDC successes and challenges to date
Review BDC performance metrics with the Dealer
Confirm Management team meeting time and who will be
attending

Management Team Meeting:

Review BDC process execution metrics

Review BDC results performance metrics
Review BDC staffing and management perception
Review technology utilization by BDC
Review flow of data into the BDC from other departments
Review communication between BDC and other departments
Review BDC compensation in relationship to Dealership goals

Third Visit - 3 days: BDC Evaluation

Day One:
BDC Process Evaluation:
Work with BDM and staff on reviewing their execution to
date of all phases of the initial processes that were
established during the previous visit.

BDC Process Growth:

Review BDC roles, responsibilities and performance to
date
Review performance reports with the BDC team; discuss
what is working and which areas of process execution
present the greatest challenges
Identify any facility and infrastructure challenges that could
affect BDC performance What still needs to be done?

Third Visit - 3 days: BDC Evaluation

Day One:
BDC Process Evaluation and Growth:
Utilization of BDC software programs; what has been
accomplished since last visit and who has been the
most active in using the applications.
Discuss ideas for better utilization of applications
being used by the BDC and integration with
information technology used by other departments.
Make sure every member of the BDC staff is aware of
process execution measurement and tracking that will
form basis of job evaluations.
Revise, update and expand BDC process mapping, if
needed, to reflect changes agreed upon by
Dealer/General Manager and BDC Manager
Revise and update BDC staffs process documentation
Review current metrics with BDC staff

Third Visit - 3 days: BDC Evaluation

Day Two:
Working shoulder to shoulder with BDM, evaluate
current process and implement any revisions for:
Inbound Phone
Enhanced and expanded technology utilization
Intermediate Process
Review metrics to date against objectives for:

Personalized Lead Response times

Incoming calls to appointment conversion rates
Appointment show rates
Team metrics and individual metrics

Third Visit - 3 days: BDC Evaluation

Day Two:
Working shoulder to shoulder with BDM and staff,
evaluate process and implement improvements for:

Internet

Improve technology utilization

Update lead routing and lead assignment
In-depth analysis of Internet process
Review utilization of email templates
Review utilization of phone scripts
Individual accountability via Process reports
Review BDC team metrics to date against goals

Third Visit - 3 days: BDC Evaluation

Day Two:
Working shoulder to shoulder with BDM and
staff, evaluate current process and revisions
for:
Sold (RTCM) Follow-up
Enhanced and expanded technology utilization
DMS Name-File Intermediate Process
Review metrics to date

Establish objectives for:

Outgoing Calls to Appointment conversion rates
Callbacks to Appointment conversion rates
Appointment Show rates
Direct mail campaign progress

Third Visit - 3 days: BDC Evaluation

Day Three:
Pre-Certification Review
- BDC process execution
- Review metrics - ROI
- Identify challenges that require solutions
- Document BDM's process execution
strategy
- Analyze operational efficiency (Gap
Analysis)
- Identify outstanding performance areas

Third Visit - 3 days: BDC Evaluation

Day Three:
BDC Staff Evaluation and Growth Planning:
Work with BDC Manager to review each staff
members process execution track record to date
Meet with individual BDC staff members
Work with BDC to review individual performance
Complete BDC staff questionnaire for each person
Discuss each BDC staff's area of strength
Establish areas for improvement (Gap Analysis)

Third Visit - 3 days: BDC Evaluation

Day Three:
Prepare Dealer BDC Certification Action Plan
- Based on 3 day Post-Launch assessment,
develop an Action Plan to correct remaining
deficiencies and attain Ford BDC certification
- Document recommended BDC Best Practices
that would be suitable for Dealerships situation
and available resources
- Establish priorities within the dealer Action Plan
for generating improved BDC results

Third Visit - 3 days: BDC Evaluation

Day Three:
Dealer Exit Meeting # 3
Review the dealership's BDC development
progress made to date and the BDC
Action Plan items, while establishing and
discussing what they are, why they are
needed, who is recommended to be
empowered to execute their completion
and a date when completion is due.

Ford BDC Program Overview

12 Days of BDC Installation Support (RCS)
3 Day Assessment, Strategy & Process Visit
5 Day BDC Process Launch Visit
3 Day Launch Assessment & Process Growth Visit

1 Day Ford BDC Certification Visit

Verification that BDC meets Certification
requirements for People & Place
Verification that BDC meets Certification
requirements for Phase 1 processes
Review BDC operations and inventory
of recommended Ford BDC Best Practices
Dealer/GM Meeting and Certification review

Fourth Visit 1 Day: Ford BDC Certification

Dealer Meeting:
Certifying Catalyst reviews the dealer's progress to date
Discuss completion of action items from the previous visit
Ask Dealer to discuss the BDCs wins and challenges
Review the most recent BDC performance metrics
Discuss factors that have impacted BDC performance
Confirm that management team accessibility
Verify BDC Manager to accompany the Certifying
Catalyst through the Ford BDC Certification Process
Confirm time for meeting with management team
Schedule BDC Certification review meeting

Fourth Visit 1 Day: Ford BDC Certification

Management Team BDC Certification
Meeting:
1. BDC Certification Review:

BDC Infrastructure Requirements

BDC Process Implementation Requirements
BDC Staffing Requirements
BDC Performance Metrics Requirements

2. Review Store's Current BDC Metrics:

Operational Efficiency (Gap Analysis)
Outstanding Performance Areas (Appreciative
Inquiry)

Fourth Visit 1 Day: Ford BDC Certification

1 Day Post-Launch CERTIFICATION Visit
Verification that dealers BDC meets Ford
BDC Certification requirements for:
Incoming Phone Process
Internet Lead Management
Sold Follow-Up Processes

The BDC Certification Consultant focuses on

observing and verifying that the BDC is actually
executing the following activities:
Generating Appointments from Inbound Sales
calls, Internet leads and RTCM lists
Consistently executing a documented customer
contact and follow-up process
Generate Customer Contact Metrics and Reports

Objective: Dedicated BDC Department

Responsible for:
Appointments
Management of Customer Data
Full Ownership Cycle Follow-Up
BDC Process Metrics

Staff Efficiency:
Variable Cost per Appointment
Customer Contacts per Month
Appointment to Contact Ratio
Scheduled Contact Completion Rate