Out of 1967: Quietly Modernizing a Dealership That Time Forgot

Challenge:
A regional Toyota dealership was stuck operationally, technologically, and culturally. Most systems hadn’t evolved in decades. All paperwork was still done by hand and physically mailed to the main office every Friday. Inventory was tracked on microfiche. Business smartphones were unheard of. From parts management to service scheduling, it felt like stepping into the past. And while the business was still thriving, it was dangerously out of step with the demands of the modern material handling landscape.

What I Did:
I was brought in discreetly not as an announced consultant, but embedded inside the operation to observe, assess, and quietly fix what was broken. This was the first time I deployed my Six Sigma Black Belt training in a live environment.

I mapped out workflows, identified bottlenecks, and rebuilt internal operations without disrupting the team’s rhythm. I introduced tablets and smartphones equipped with a service-based CRM, streamlined service processes, modernized parts tracking, and implemented internal accountability systems that significantly reduced waste, delays, and duplication of effort.

All of this was done from within quietly, respectfully, and with surgical precision.

Results:

• Reduced service backlog and improved turnaround time

• Cut waste in parts inventory and eliminated redundant ordering

• Created process flows that remained in place long after I left

• Earned leadership trust by modernizing without undermining legacy staff

• Successfully brought the operation into the modern era without disrupting customer experience

Tags:
#SixSigma #ProcessImprovement #AutomotiveOperations #LegacyModernization #QuietLeadership