Understanding capacity is key to successfully managing service operations. Should dealers be processing more vehicles? Or are they stretched too thin? Do they need more bays, more technicians, etc.? OEMs consistently report that their networks are capacity constrained – this is a critical issue. And we see this from the customer side too, with consumers reporting long wait times to get into the dealership, often driving them to the aftermarket. But how constrained are we really, and how does this vary by dealer? What should a dealer’s capacity be measured by, and what should the target be? This session aims to dig into these questions, to understand the details of how OEMs measure capacity – what data is used, what is included, what are the formulas, and what are the benchmarks. After all, how can we improve capacity and determine the best solutions if we can’t accurately measure it?