Wayne Townsend Email & Phone Number

Mid Michigan

Extensive experience designing and implementing customer experience initiatives on a global basis. Helped create the "Easy to buy, pleasure to own" vision at GM Canada along with the corresponding wholesale and retail strategies designed to make it happen. This led to a move to Saturn Corporation in the early days where I helped create the "Total Customer Enthusiasm" elements that were implemented and resulted in a new level of customer treatment. Chosen to support the transfer of these… Show more Extensive experience designing and implementing customer experience initiatives on a global basis. Helped create the "Easy to buy, pleasure to own" vision at GM Canada along with the corresponding wholesale and retail strategies designed to make it happen. This led to a move to Saturn Corporation in the early days where I helped create the "Total Customer Enthusiasm" elements that were implemented and resulted in a new level of customer treatment. Chosen to support the transfer of these strategies to other divisions and eventually throughout Europe and the rest of the companies global business units. Led the team that established the common global processes for the VSSM business unit - first time on a global basis.Helped create a retail process "playbook" for a major European OEM based on the business practices of it's most successful dealer.Extensive experience in hands on support of dealership efforts to improve their customer experience and business results.Now enjoying work in the "CX" field - the latest label for implementing customer focused strategies in our industry. Projects have included supporting a global consulting firm in their work with a large global automotive OEM. Show less

"Helping good automotive dealers get better". FitBiz360 has created a web based SaaS product to enable dealers to focus on the weaker parts of their business and support performance improvement in manageable steps. This is an exciting product designed to deliver sustainable performance over time through an effective and efficient process supported by a knowledge base of leading practice. Designed for either self or facilitated implementation to dramatically reduce the need for expensive… Show more "Helping good automotive dealers get better". FitBiz360 has created a web based SaaS product to enable dealers to focus on the weaker parts of their business and support performance improvement in manageable steps. This is an exciting product designed to deliver sustainable performance over time through an effective and efficient process supported by a knowledge base of leading practice. Designed for either self or facilitated implementation to dramatically reduce the need for expensive outside business consultants. The Knowledge base is designed for easy updating as new "leading practice" concepts are discovered. Currently implementing 2 modules focused on the dealership used vehicle business. Show less

Mid Michigan

motormindz is a global automotive professional services and technology company that combines unparalleled experience and comprehensive capabilities across all facets of the automotive manufacturing and sales chain. motormindz collaborates with solution partners and clients to develop and integrate disruptive, leading‐edge solutions and technologies aimed at solving crucial challenges for automotive manufacturers and dealers.

Participating as a member of a small team in a number of Information Technology COBIT based assessments at small private colleges. COBIT is an IT governance framework and supporting toolset designed to help to bridge the gap between control requirements, technical issues and business risks. The output of these assessments is a process improvement “road map” covering both technology and organizational elements.

QMA-AMI designs and facilitates global automotive initiatives including development of distributor operations and deployment of operating processes – including large scale deployment and post implementation tactical maintenance utilizing the DCM™ approach to performance tracking, measurement, analysis and correction. Participated in the development and implementation of a number of OEM projects including:- retail performance data analysis- CPO training development and delivery-… Show more QMA-AMI designs and facilitates global automotive initiatives including development of distributor operations and deployment of operating processes – including large scale deployment and post implementation tactical maintenance utilizing the DCM™ approach to performance tracking, measurement, analysis and correction. Participated in the development and implementation of a number of OEM projects including:- retail performance data analysis- CPO training development and delivery- Lead Management training and implementation consulting- Lease Maturity training and program implementation- Performance Tracking Dashboard prototype design and development- Computer Based Training program design and development- Retail Performance improvement projects including in-dealership consulting- Developed a number of iPad “interactive” PDF templates for in-dealership consulting use. Show less

Led the team responsible for the design and implementation of 17 common business processes based on lean manufacturing methodology within the sales-aftersales-marketing organizations around the globe. This initiative is designed to reduce costs and help implement leading practices.Created and implemented a “Retail Network Business Diagnosis Toolkit” used to establish the competitiveness of an OEM’s dealer network. Benchmark examples are used as part of a process designed to identify and… Show more Led the team responsible for the design and implementation of 17 common business processes based on lean manufacturing methodology within the sales-aftersales-marketing organizations around the globe. This initiative is designed to reduce costs and help implement leading practices.Created and implemented a “Retail Network Business Diagnosis Toolkit” used to establish the competitiveness of an OEM’s dealer network. Benchmark examples are used as part of a process designed to identify and priortize performance gaps and action plans developed and tracked. This process was used in a number of global marketplaces including Thiland and South Africa.Developed and implemented a dealer performance improvement process encompassing dealer financial, sales volume, and customer treatment areas.Completed a competitive cost analysis study which led to a number of initiatives including a multi million dollar rewrite of the computer interface programs between the corporation and its dealer network.Performed an analysis of the effectiveness of the field organization which led to a complete re-design of the prioritization and cadencing of initiatives.Conducted a statistical based root cause analysis of dealer relationship issues, and developed a strategy to dramatically improve industry standing. Performance as measured by the NADA Dealer Attitude Survey subsequently moved from last place to above industry average.Developed and led 50 retail business improvement assessments involving financial and business planning, sales, service and parts processes, customer and employee input, facilities, IT, resulting in an extensive feedback report with recommendations. Show less

Zürich Area, Switzerland

Led the team responsible for the adaptation of highly successful customer treatment business concepts to 23 European markets. This project earned the “General Motors Presidents Council Award” in 1996.Formed and managed an internal consulting team to support Europe, but also to work with Australia, Asia Pacific, Philippines, Indonesia, China, South Africa and Latin America Operations. Projects included the design and delivery of a global training curriculum and the development of global… Show more Led the team responsible for the adaptation of highly successful customer treatment business concepts to 23 European markets. This project earned the “General Motors Presidents Council Award” in 1996.Formed and managed an internal consulting team to support Europe, but also to work with Australia, Asia Pacific, Philippines, Indonesia, China, South Africa and Latin America Operations. Projects included the design and delivery of a global training curriculum and the development of global standards. Show less

Usa, Europe

Part of the team that established customer requirements, translated these into business processes, developed the skills training and change management curriculum to enable implementation as well as the corresponding measurement system to ensure success. This early work turned out to have a major impact not only on Saturn but, in fact, set the industry bar for customer treatment which still stands today. Chosen to implement a similar strategy in other parts of the company’s global operations and… Show more Part of the team that established customer requirements, translated these into business processes, developed the skills training and change management curriculum to enable implementation as well as the corresponding measurement system to ensure success. This early work turned out to have a major impact not only on Saturn but, in fact, set the industry bar for customer treatment which still stands today. Chosen to implement a similar strategy in other parts of the company’s global operations and played a key role in improving the company’s retail operations in Europe as well as other markets in Asia and South America. Experiences include working throughout Europe, China, South Africa, Philippines, Thailand, Brasil and Australia Show less