DETROIT — Subaru of America CEO Tom Doll faces a challenge that just won't go away.
In 2018, Doll delivered the brand's 10th consecutive year of record sales in the U.S., and he has good reason to be confident about an 11th.
But Subaru's sales growth has meant straining dealer service capacity, and Doll's task in 2019 is to get his retailers — who have had enviable success and market expansion for a solid decade — to get creative and figure out a way to meet the challenge.
Subaru has been battling service capacity constraints for some time now, and it has implemented plans to address them.
In 2013, Subaru began offering financial incentives to its retailers to expand and invest in their service departments under a program named Fixed Operations Expansion, or FOX. Roughly two-thirds of Subaru's retailers participated in the program, exceeding the automaker's expectations.
But that program ended Dec. 31, 2017, and the sales growth did not.