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Appendix B:
Driving Auto Dealer
to Performance against
Strategic Objectives
By David Russo
It’s about management and change first, measurement and technology
are second.
—Howard Rohm, Balanced Scorecard Institute
Introduction
e dealership has experienced tremendous growth over the past nine years. is
growth has been due largely to the driving personality of its owner, who installed
processes, procedures, and systems, and hired and trained personnel while per-
forming the duties of general sales manager.
Dealership growth stalled in 2003. While the revenue performance may be
somewhat attributable to external economic factors, many of the problems ...