Sewells, in conjunction with the University of Melbourne, are pleased to offer the Automotive Dealer Management (ADM) Program. This is a high level business management program aimed at developing future dealership leaders.

1. AUTOMOTIVE DEALER
MANAGEMENT PROGRAM
Enhancing Retail Performance

2. Automotive dealer management program
Enhancing Retail Performance
01 OVERVIEW
02 PROGRAM OBJECTIVES
03 THE PROGRAM
04 FACILITATORS
05 INTERNATIONAL BEST PRACTICES
06 MORE INFORMATION
Sewells is a dealer development agency specialising in enhancing the performance of franchised motor dealers through business
management consulting; training and development interventions; outsourced network development services, financial and
performance information, management and process tools, performance groups, and assessment services.
The University of Melbourne, School of Melbourne Custom Programs is responsible for commercialisation of education services with
particular focus on industry requirements. It designs, delivers, assesses, evaluates and confers customised award and non award
professional development programs and professional services for industry. The school brings together the resources of the University
of Melbourne and industry to meet the specific needs of business and government.

3. Automotive dealer management program
Enhancing Retail Performance
Managing an enterprise with five distinct ‘lines of business’ is a
challenge in itself. Throw in the three dimensional components
of customer interest versus OEM interest versus shareholder
interest and we emerge with a rather complex and intriguing
business model called the modern car dealership. Now take these
complexities and weigh up the investment in the business (capital
employed) against the investment in the manpower charged with
producing a return on this capital and we emerge with one of
the most intriguing conundrums in the industry. It was a baker
from Beechworth in Victoria, Tom O’Toole, whose concept of
turning a small business into a thriving enterprise set tongues
wagging in the region and ultimately across the continent who,
when asked “what happens if you spend all this money training
people and they leave…” retorted unhesitatingly, “what happens
if I don’t train them and they stay!”
Doesn’t this sum it up so aptly … we HAVE to build skills and
knowledge if we are to sustain our businesses and even thrive
in an industry growing in demands from dealers, OEM’s and
customers. In short, we have to invest in our key people. General
Managers throughout the automotive industry have tended
to ‘learn by the process of discovery’ and the consequences
have often been horrendous. More and more the growing
emphasis on new vehicle sales has ‘sucked’ our attention away
from the ever shrinking contributions from our used car and
parts businesses, placing immense strain on new vehicle levels
and leaving dealers with a sense that the only area of profit
opportunity lies in F&I and aftermarket. What a sorry indictment!
But is this a fact, or does it exist merely in the minds of those who
would rather ‘hide behind the cloak of inopportunity’? My vast
travels around the world, substantiated by the Sewells database
of over three thousand, eight hundred reporting dealers from
various parts of the world, have revealed some interesting
findings.
The one that intrigues me most however, is the fact that,
against the odds, high performing dealers continue to flourish
on every continent. If you were to ask me for the differentiator,
my answer would be simple … it’s all about balance. That’s
what great dealers do … they mix their natural flare with the
science of seeking out every available opportunity to exploit the
range of potential in their businesses. It’s as simple as that!
The Automotive Dealer Management (ADM) program sets out
to achieve this simple objective - balancing the elegance of
high level education with ‘street-wise’ operational experience
– balancing vehicle sales with fixed operations – balancing
profitability with asset management – balancing customer
demands with OEM demands - balancing the art of the game
with science and balancing investment in capital resources
with investment in the people resource.
At last we have the makings of a high level, intensive Dealer
Principal ‘apprenticeship’ program, where learners can thrive
on the successes and lessons from some of the world’s most
highly experienced and professional operators, academics and
consultants.
It’s a wonderful recipe … here’s our invitation for you to get
on board!
Paddy O’Brien
Chairman
Sewells Group

4. Automotive dealer management program
Enhancing Retail Performance
The University of Melbourne extends a warm welcome for you to join the ADM program leading to the Professional Certificate
in Automotive Dealer Management. This program is offered by Sewells in collaboration with The University of Melbourne.
The University of Melbourne, through the School of Melbourne Custom Programs specialises in meeting the education and
training needs of business, industry, government and professional associations. This program is an example of tailoring an award
course to suit specific industry training and development needs.
At the University of Melbourne we have an unrelenting commitment to quality. The staff appointed to conduct the program will do
everything they can to provide you with a learning experience that will stand you in good stead for the rest of your career and we
will be interested to hear from you as to how well you think that objective has been achieved.
Danny Samson
Academic Coordinator
School of Melbourne Custom Programs
University of Melbourne

5. Automotive dealer management program
Enhancing Retail Performance
2 program objectives
The Professional Certificate in Automotive Dealer Management is designed to equip delegates with the know-how and
the strategic tools to enable future dealership managers to successfully achieve a balanced approach to leading and
directing automotive retail operations in a way that accommodates the three dimensional requirement of achieving
optimum market penetration, providing exceptional levels of service and generating superior returns for the business.
Delegates will receive focused tuition and coaching from program facilitators and selected subject matter experts in areas such
as:
• Leadership – getting optimal levels of performance from and motivating each member of the dealership team
• Finance – appreciating and interpreting financial data to positively impact on the ‘key drivers’ of the business
• Marketing and Sales – including new and used vehicles, parts and service
• Fixed Operations – raising levels of contribution from the after-sales area
• Systems and Processes – appreciating, refining and enhancing business processes
• Developing and implementing effective business plans and strategies
• Creating and sustaining balance between profitability, throughput and customer satisfaction
• Exposure to global best practices
1 overview
Sewells, in conjunction with the University of Melbourne, are pleased to offer the Automotive Dealer Management (ADM)
Program. This is a high level business management program aimed at developing future dealership leaders.
What to Expect
Highlights of the ADM program include:
• One hundred and fifty contact hours of intensive, focused management
instruction (approximately 6 x 3 day blocks over 12 months)
• Leading industry and subject matter expert facilitators
• Exposure to a unique line-up of guest speakers
• Business visits, case studies and workplace assignments
• Insight into international best practices
• An opportunity to earn a Professional Certificate in Automotive Dealer
Management issued by the University of Melbourne
Articulation Arrangements
Recipients of the Professional Certificate in Automotive Dealer Management will gain one subject credit, namely the leadership
and management subject in the University of Melbourne’s Master of Enterprise degree course.
Students wishing to be assessed for the Professional Certificate in Automotive Dealer Management are required to be enrolled
and assessed by the University of Melbourne. Students not wishing to enrol will still be exposed to the material delivered
by the University of Melbourne but will not be assessed. As this is a University level qualification, students undertaking this
part of the program are subject to the entry requirements for the University of Melbourne.

6. Automotive dealer management program
Enhancing Retail Performance
Who Is Best Suited For The Program?
The ADM program’s leading-edge curriculum has been designed to accommodate current and future industry leaders.
As positions on the program are limited, candidates will be selected against set criteria. Ideally candidates will possess a
combination of experience and future potential.
Typically the program is aimed at delegates such as:
• Those who have reasonable automotive retail experience, particularly in departmental management
• Those who have been identified as future general managers / dealer principals
• Family members of the owners
• High potential individuals with automotive experience wishing to gain an in-depth understanding of modern
thinking in dealership management principles
• Current dealer principals wanting to further develop their skills
Investment
The investment for the program is available on application. The investment includes: course facilitation, training materials,
workbooks, assignments, case studies, venue costs, lunch and morning and afternoon teas during contact days. Those accepted
into the Professional Certificate in Automotive Dealer Management may be eligible to apply for the Commonwealth Governments
FEE-HELP deferred loan scheme.

7. Automotive dealer management program
Enhancing Retail Performance
Module One:
Module Two:
Day 1
Department
Management
Considerations
Course introduction, the role of dealer management, fundamentals of dealership
management, the rules of the automotive retail game, stakeholder considerations and
expectations.
Day 2 Finance I
Driving dealership performance, accounting fundamentals, analysing and interpreting
business results, managing economic trends and strategic action planning.
Day 3 Leadership
Developing a performance based culture, leadership versus management, leadership
styles and principles, managing people and teams, leading from the front.
Day 1 Marketing
Automotive marketing fundamentals, consumer behaviour, brand management, market
segmentation, targeting and positioning, developing a portfolio management and
segment development mindset
Day 2 CRM
Customer relationship management, driving customer loyalty, retention and
satisfaction, customer equity and customer satisfaction measures, creating a
sustainable CRM strategy.
Day 3
Culture & Change
Management
How culture is shaped and driven by dealer management teams, change management –
how to implement a change management strategy.
3 the program

8. Automotive dealer management program
Enhancing Retail Performance
Module Four:
Day 1
Human Resource
Management
Training and developing the team, workplace training and assessment, skills audits,
certification, coaching and mentoring. Occupation health and safety. Legal rights
and obligations.
Day 2
Performance
Management
Implementing a performance management system, assisting line mangers to build and
motivate the team, fundamentals of human resource management (selecting, recruiting,
inducting, terminating, managing disciplining and counselling).
Day 3 HR Case Study
People management and culture.
Emphasis on developing and retraining the right skills in the dealership.
Day 1 Finance 2
Business health and benchmarking, mastering the key performance indicators that drive your
business, asset management, budgeting and forecasting.
Day 2 Variable Operations
Contemporary showroom management. Institutionalising, structuring and monitoring the
sales process, managing the showroom floor and the sales team. Retail developments and
industry trends. Creating and developing used vehicle strategies and opportunities.
Day 3 Fixed Operations
Service management, process and fundamentals, repair order analysis, productivity and
efficiency, scheduling, loading, warranties and service retention. Parts management, inventory
control, staffing and productivity, ordering parameters, parts marketing, merchandising,
retailing and trade activities.
Module Three:

9. Automotive dealer management program
Enhancing Retail Performance
Day 1
Franchise/Brand/Legal
Considerations
Thefranchisor/franchiseepartnership,expectationsofbrandrepresentation,legalfranchise
andbusinessmanagementconsiderations.
Day 2
International Best
Practice
Global trends and leading practices. What’s working and how to get ahead of
the game
Day 3
Cultural Due
Diligence
Theoretical and practical considerations of the cultural due diligence framework. Cultural
due diligence driving organisational effectiveness.
Day 1 Decision Making
Decision making in an uncertain environment. Dissecting complex factors impacting on
the decision making process, understanding your risk taking profile.
Day 2
Full Dealership
Case Study
Applying theory in practice – working case study of an actual dealership, group
presentations and action planning.
Day 3
Business Plan
Presentations
Business planning, strategic planning, budgeting and cost analysis, dealership economics
and influencing factors.
Module Five:
Module Six:

10. Automotive dealer management program
Enhancing Retail Performance
4 facilitators
Paddy O’Brien
International experience and world-class credentials make Paddy a highly sought-after consultant, facilitator and industry
commentator. He regularly addresses dealer conventions in Australia, New Zealand, South Africa, Malaysia and the United States of
America. His ability to assist motor retailers to improve their businesses, coupled with his strong sense of devotion to the operational
and financial aspects affecting dealership returns and profitability, place him at the top of his field.
Greg Strydom
Greg’s proficiencies and interests in performance improvement consulting, statistical business analysis and planning combined
with his global experience with several major automotive brands allows him to add value on various levels. As part of the Sewells
global team, Greg works with strategic clients, assisting them with performance enhancement initiatives, implementation of training
strategies, new vehicle launches, customer satisfaction and business management initiatives. His insights and all-round skills add
tremendously to the ADM delegate experience.
Errol Fernandes
Errol’s ability to challenge participants on what is best practice is well documented. With over ten years consulting experience in
commercial vehicles; Errol’s insights into how best to address current challenges faced by business owners and managers, keeps him
constantly in demand.
Professor Danny Samson
Professor Danny Samson specialises in leadership, management,production and operations management. Danny has consulted
to senior executives in most manufacturing industries and numerous service sector organisations during his academic career. He
regularly provides industry and executive seminars and has participated in a number of committees and industry bodies including
appointment as a member of Australian Manufacturing Council and the Commonwealth Government Industry Task Force on
leadership and management. Professor Samson has conducted many short courses in engineering and manufacturing management,
executive seminars in decision analysis, total quality management, logistics and statistical analysis.
Professor Mike Ewing
As Professor of Marketing and Director of Research in the Faculty of Business & Economics at Monash University and having headed
up Ford Motor Company’s marketing research department in South Africa, Mike is a leading academic, facilitator, business consultant
and automotive marketing authority. His global insights and ability to bridge the gap between academia and industry set him apart
as a key member of the Sewells team.
Tomm Stanley
Tomm has held international management roles in aftermarket, manufacturer and dealership organisations as diverse as General
Motors, Hyster Forklift, Caterpillar and the US Antarctic Program. Having over 25 years experience in the automotive industries and
specialising in Parts and Service Department Operations, Tomm also works at a strategic level assisting companies with planning; from
long range corporate plans to departmental business and marketing plans.

11. Automotive dealer management program
Enhancing Retail Performance
David Lowrie
David worked for 20 years in the transport and logistic industry in Australia and overseas. His final few years within this industry
saw him take a greater role in a specialised business improvement capacity. This role focused on areas such as process improvement,
best practice, technology and efficiency, project implementation and employee training and development. David was much sought
after in this area for his strong leadership and his ability to think laterally when problem solving. In 2004 David moved into the
automotive industry working for a consultancy firm that manages training for a major manufacturer in Australia and New Zealand.
Roger Stephens
As principal of his own customer marketing firm, Roger’s core competencies and interests lie in customer relationship marketing,
customer retention, loyalty, customer research and the development of customer handling and marketing strategies. His background
with key clients such as Isuzu, Nissan, Ford, Iveco and Holden adds tremendously to the program.
Paul Clark
Before joining the world of dealer consulting and training, Paul spent twenty-three years working in various roles in dealerships
fromsalesthroughtogeneralmanagement.WithinthattimePaulqualifiedwithaUAMinDealershipManagement&Developmentand
won several awards, including national number one sales person for a major manufacturer. Paul specialises in sales and management
facilitation, product knowledge, process improvement and dealer health checks. He has taught extensively in Australia, New Zealand,
South-East Asia, the Middle East and South Africa and has a reputation as an effective and highly communicative instructor.
Professor Bryan Lukas
Professor Bryan Lukas is one of Australia’s leading marketing experts. He is accredited as a Certified Practicing Marketer (CPM) by
the Australian Marketing Institute. He is also an Associate Fellow (AFAMI) of the same institute. Bryan regularly provides executive
seminars to senior managers. He has consulted to firms in many industries and his expertise has been relied on numerous times in
marketing-related litigation.

12. Automotive dealer management program
Enhancing Retail Performance
sewellsgroup.com
Disclaimer: The information in this brochure is correct at the time of production. Sewells Group reserves the right to make changes at its sole discretion.
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