Measuring Technician Performance with Scorecards and Analytics [RR 936]

Thanks to our Partner, NAPA Auto Care

Greg Buckley discusses the importance of using analytics and performance metrics in the automotive industry. He draws parallels between managing a sports team and running an auto repair shop, emphasizing the need for owners to understand their team’s strengths and weaknesses. Greg explores the idea of incentivizing performance and accountability, similar to professional athletes. Greg shares his experience with nurturing technicians and the concept of having a “farm team” to develop skills. The conversation also touches on the need for better career pathing, training, and compensation methods to retain talent and improve the industry’s professionalism.

Greg Buckley, owner of Buckley’s Auto Care in Wilmington, and Millsboro DE.  Greg’s previous episodes HERE.

Show Notes

  • Introduction to the concept of scorecards (00:02:07) Greg introduces the concept of using scorecards and analytics to measure technician performance.
  • Technician performance metrics (00:03:03) Discussion about technicians having access to their performance data and using it for career decisions.
  • Contract-based employment (00:04:18) Exploring the idea of creating contracts and incentives based on performance metrics.
  • Redefining technician compensation (00:05:20) Discussing the concept of incentives and redefining technician compensation based on performance.
  • Building a career path (00:06:20) Exploring the idea of building a career path for technicians based on performance metrics.
  • The role of analytics in decision-making (00:09:56) Drawing parallels between sports analytics and using analytics in the automotive industry.
  • Training and certifications (00:11:58) Discussion about using shop management systems to track technician performance and productivity.
  • Redefining technician levels (00:15:55) Proposing the idea of redefining technician levels and career pathing within the industry.
  • Baseball analogies (00:16:38) Using baseball analogies to explain the concept of developing technicians through different levels.
  • Understanding team strengths and weaknesses (00:18:16) Exploring the concept of knowing individual strengths and weaknesses to improve performance and success.
  • Grooming technicians and creating career paths (00:19:09) The importance of grooming technicians and creating a career path for their growth and development.
  • Enhancing compensation methods (00:25:05) Exploring the need for different methods of compensation to foster team growth and development.
  • Agreement and rewards system (00:25:58) Discussing the concept of creating agreements and rewards systems based on performance metrics for technicians.
  • Reflecting on baseball and strategic thinking (00:26:52) Reflecting on the strategic thinking involved in baseball and its relevance to business concepts.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting

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About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!