Supply Chain Management: State of the IAM Technician Bill Haas, AAM Vice President, Education and...

transcript

Supply Chain Management: State of the IAM Technician

Bill Haas, AAM

Vice President, Education and Training

Automotive Service Association

What did they need to know?

What do they need to know?

Yesterday or today – the knowledge base is the same:

Math

Science

Chemistry

Physics

http://images.google.com/imgres?imgurl=http://www.study-habits.com/wp-content/uploads/2009/11/math-equations.jpg&imgrefurl=http://qwickstep.com/search/mathematics-study.html%3Fp%3D3&usg=__G0Saqqw0z9jy2lHcf4ocJdmhjCc=&h=789&w=1050&sz=455&hl=en&start=33&zoom=1&tbnid=jqFnxmG5071aYM:&tbnh=113&tbnw=150&prev=/images%3Fq%3Dmath%2Bequations%26start%3D20%26hl%3Den%26sa%3DN%26gbv%3D2%26tbs%3Disch:1&itbs=1

http://www.google.com/imgres?imgurl=http://staff.jccc.net/pdecell/chemistry/heme.gif&imgrefurl=http://staff.jccc.net/pdecell/chemistry/chemtext.html&usg=__FB_ipaUkYWB8rRe6zFSDEP2bbPw=&h=319&w=329&sz=11&hl=en&start=31&zoom=1&tbnid=H82xrx7e8tpDZM:&tbnh=115&tbnw=119&prev=/images%3Fq%3Dchemistry%26start%3D20%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

Yesterday or today – the skill sets are the same:

Reading Comprehension

Mechanical Aptitude

Critical Thinking

http://www.google.com/imgres?imgurl=http://www.readingsuccesslab.com/new_images2/pic%25203.jpg&imgrefurl=http://www.readingsuccesslab.com/Reading_Comprehension.htm&usg=__nyAHoCDjof3HUrmvezxqYpasFxo=&h=309&w=388&sz=20&hl=en&start=5&zoom=1&tbnid=1CtjffDCQBUGgM:&tbnh=98&tbnw=123&prev=/images%3Fq%3Dreading%2Bcomprehension%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

http://www.google.com/imgres?imgurl=http://www.automk.com/media/2007/10/aptitude_gears.jpg&imgrefurl=http://www.automk.com/thread-55333-1-1.html&usg=__qAA0pBGt9x_2c3WxvwyMcUJGs58=&h=252&w=250&sz=27&hl=en&start=10&zoom=1&tbnid=JTrULuygt_yrSM:&tbnh=111&tbnw=110&prev=/images%3Fq%3Dmechanical%2Baptitude%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

The difference for today’s technician:

Electronics

Computers

Internet

http://www.google.com/imgres?imgurl=http://bplteensofwa.files.wordpress.com/2009/07/computer.jpg&imgrefurl=http://ask.inc.com/how-often-should-computers-be-updated-in-a-business&usg=__fY6-zXTMgbpqg7czG4pRoMefQoQ=&h=1024&w=965&sz=63&hl=en&start=57&zoom=1&tbnid=MhCDI1g3E7P7tM:&tbnh=150&tbnw=141&prev=/images%3Fq%3Dcomputers%26start%3D40%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

http://www.google.com/imgres?imgurl=http://www.debron-electronics.com/graphics/electronics.img.gif&imgrefurl=http://www.debron-electronics.com/electronics.htm&usg=__maxTguA79yr9KI0gRByNOowmC0E=&h=382&w=402&sz=88&hl=en&start=20&zoom=1&tbnid=BPcww1sx9wKZBM:&tbnh=118&tbnw=124&prev=/images%3Fq%3Delectronics%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

http://www.google.com/imgres?imgurl=http://www.kazete.com.tr/images_haber/2009/03/02/internet_1.jpg&imgrefurl=http://en.kazete.com.tr/haber_detay.php%3Fhid%3D910&usg=__9XOtKb8gRxV39dpF_t-3RWf3Bl0=&h=1080&w=767&sz=34&hl=en&start=9&zoom=1&tbnid=KoEgJbfGm6UnxM:&tbnh=150&tbnw=107&prev=/images%3Fq%3Dinternet%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

What does the technician need to do his/her job?

Information

Parts

Tools

http://www.google.com/imgres?imgurl=http://www.murphygold.com/images/S-and-L-Auto-Parts.jpg&imgrefurl=http://www.murphygold.com/s-and-l-auto-and-tractor-parts.html&usg=__yi151OP_rAcmnIaa05RFhs7DfYU=&h=394&w=500&sz=60&hl=en&start=95&zoom=1&tbnid=riEmswe8HVyTcM:&tbnh=102&tbnw=130&prev=/images%3Fq%3Dauto%2Bparts%26start%3D80%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

http://www.google.com/imgres?imgurl=http://blog.makezine.com/ddimg/tools.jpg&imgrefurl=http://blog.makezine.com/archive/2008/12/remake_tool_sharing.html&usg=__tLh3jxTYF4w9wu_hp_2l6NiYOx0=&h=768&w=1024&sz=324&hl=en&start=72&zoom=1&tbnid=gEIh9qB445vjVM:&tbnh=113&tbnw=150&prev=/images%3Fq%3Dtools%26start%3D60%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

http://images.google.com/imgres?imgurl=http://www.julesverne.ca/jaguar/images/manual/repair_manual_haynes_xj6.jpg&imgrefurl=http://www.julesverne.ca/jaguar/xjcmanuals.html&usg=__LaqACa3PKxp6yvGFP-aqCIkLI8w=&h=500&w=384&sz=47&hl=en&start=2&zoom=1&tbnid=_DKh1ew__YdNXM:&tbnh=130&tbnw=100&prev=/images%3Fq%3Drepair%2Bmanual%26hl%3Den%26gbv%3D2%26tbs%3Disch:1&itbs=1

Who am I going to talk about?

Average Repair Order of $330

VS.

National Average of $166

Why is this important to you?

Internet Access

Shops with internet access 96 percent

Access of DSL or cable 85 percent

Access in

Office 96 percent

Service bays 62 percent

Customer waiting 26 percent

http://www.google.com/imgres?imgurl=http://www.kazete.com.tr/images_haber/2009/03/02/internet_1.jpg&imgrefurl=http://en.kazete.com.tr/haber_detay.php%3Fhid%3D910&usg=__9XOtKb8gRxV39dpF_t-3RWf3Bl0=&h=1080&w=767&sz=34&hl=en&start=9&zoom=1&tbnid=KoEgJbfGm6UnxM:&tbnh=150&tbnw=107&prev=/images%3Fq%3Dinternet%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

Internet Usage

Order and track parts 75 percent

E-mail 76 percent

Product research 45 percent

Training 38 percent

Repair information 92 percent

http://www.google.com/imgres?imgurl=http://bplteensofwa.files.wordpress.com/2009/07/computer.jpg&imgrefurl=http://ask.inc.com/how-often-should-computers-be-updated-in-a-business&usg=__fY6-zXTMgbpqg7czG4pRoMefQoQ=&h=1024&w=965&sz=63&hl=en&start=57&zoom=1&tbnid=MhCDI1g3E7P7tM:&tbnh=150&tbnw=141&prev=/images%3Fq%3Dcomputers%26start%3D40%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

Most Important Factor When Selecting A/M Parts

Availability 53% 27% 19%

Brand 24% 40% 28%

Customer request 19% 13% 32%

Delivery 41% 34% 15%

Ease of ordering 38% 35% 23%

Price 15% 19% 46%

Quality 88% 11% 1%

Extremely Important

Very Important Important

E-mail and Product Research

Do you communicate via e-mail?

Have you started to text?

Do you recommend products for them to research?

http://www.google.com/imgres?imgurl=http://www.ecs.psu.edu/ComputerSupport/images/email.gif&imgrefurl=http://www.ecs.psu.edu/ComputerSupport/email.html&usg=__MJhErrc_lXcUQt9zgFrB7FnXMVw=&h=877&w=750&sz=72&hl=en&start=6&zoom=1&tbnid=doHGMmt1q8txDM:&tbnh=146&tbnw=125&prev=/images%3Fq%3Demail%26um%3D1%26hl%3Den%26sa%3DN%26rlz%3D1T4SUNA_enUS316%26tbs%3Disch:1&um=1&itbs=1

Web Based Training

Study of 575 companies

Top quarter invested $1595 on average per employee

Gross profit margins 24% higher

Income per employee 218% higher

Than companies in the bottom quarter that invested $128 on average per employee

American Society for Training and Development

Repair Information

www.iatn.net www.mitchell1.com

www.alldata.com www.identifix.com

Beyond the Books…

OEM Service Information Web Sites

Immediate Issues for IAM Technician

There is no legacy information for Hybrid, Plug-in Electric or Fuel Cell vehicles and existing knowledge does not transfer.

Diagnosis will be critical to their future.

http://images.google.com/imgres?imgurl=http://www.uscarjobs.com/public/images/l1-l2-technician.jpg&imgrefurl=http://www.uscarjobs.com/l1_l2_technicians.php&usg=__IuGfAU8EpL8V6SIV8C5m2Fh2fmg=&h=413&w=620&sz=103&hl=en&start=13&zoom=1&tbnid=5wDhRsr9BTHIiM:&tbnh=91&tbnw=136&prev=/images%3Fq%3Dautomotive%2Btechnician%26hl%3Den%26sa%3DG%26gbv%3D2%26tbs%3Disch:1&itbs=1

Increase market share – raise car count.

In just the first six months of 2010

An Observation

Too many manufacturers depend on someone else to represent your company to the service professional market, provide training and handle your problems.

IT IS TIME TO FIND A BETTER WAY!

Questions and AnswersBill HaasAutomotive Service Association800-272-7467 ext.222billh@asashop.org

Supply Chain Management: State of the IAM Technician Bill Haas, AAM Vice President, Education and...

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