Roles & Responsibilities in the Aftersales

At the Dealership, as at any other companies the most important asset is People - So, Human Resources should be managed in the best way as possible.  To contribute to a better HR management it is mandatory that company structure is well defined and understood by all. That each Staff Member understands their role, tasks, individually but also their placed in the team and company framework.

Referring to the Aftersales, we are aware of the recent complexity added because of business requirements. We now need more multi-skilled staff, capable of multitasking and everyone with excellent customer service mind-set.

A Role refers to one's position with in a team. Responsibilities refer to the tasks and duties of their particular role or job description; It can also be beneficial to understand the benefits of implementing functional roles and responsibilities.

Unclear Roles & Responsibilities

Having well-defined roles and responsibilities is important in a team. Without this, you’re likely to see a number of issues.

Here are some examples of the damage that unclear roles and responsibilities can cause:

• Your staff don’t understand how they fit into the team. It can be hard for your people to find that “task significance”. Task significance is what helps people feel like their job makes a difference. They understand the value of the role they play.
• Your staff waste time. Perhaps they are working on things they shouldn’t be. Maybe they are doing work that other people already have on their list. Or perhaps they aren’t doing important work that they really should be doing!
• Team members can’t tell if they are doing a good job. If roles and responsibilities are unclear, it’s hard to be certain about where to focus your effort.
• Conflict and frustration is common. When work is forgotten and needs to be done in a rush, or multiple people are trying to do the same work at the same time, the natural outcome is frustration and conflict. Before long, people might start playing the blame game.

Many leaders will probably say that roles and responsibilities in their team are very clear. However, this is only true if everyone thinks the same thing!