SERVICE AND PARTS: Chuck Kendig
Senior manager of national parts and service, Acura
1-hour service is more than a slogan: Every automaker and dealer wants quick turnarounds on vehicle service, but a national accelerated-service program that Kendig, 46, instituted at Acura has made that a reality. The program aims to have work on every car in the service drive -- excluding major repairs or body work -- completed within one hour, thanks to a pit-crew-type division of labor. The result has been massive savings on loaner cars, increased dealer profits and higher customer satisfaction and retention.