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The automotive industry is a significant economic factor given that its ups and downs influence the economic situation of countries and regions around the world. In emerging economies, road traffic and increasing mobility are indications for successful economic development. Those who speak of the automotive industry usually mean the automobile manufacturers themselves as well as their numerous suppliers who contribute individual components and technological development in automotive production.

Once vehicles have been produced and delivered to cus-tomers, another segment of the automobile industry comes into play whose economic significance is often underestimated, namely, the automotive aftermarket. This internationally-known term includes spare parts and services which vehicle owners and fleet operators require over the course of the long vehicle service life for mainte-nance, wear and tear, and vehicle repairs. And, if lubri-cants, especially motor oils, as well as tires are included,

the entire automotive aftermarket for parts in 2012 accounted for a worldwide sales volume of around €250 billion, in terms of the first trade level.

As a full service supplier with the motto “We keep vehicles moving” Bosch Automotive Aftermarket supports vehicle manufacturers, the aftermarket, independent or com-bined passenger car and commercial vehicle repair shops around the globe with diagnostic systems, spare parts, repair shop technology and know-how. To meet the demands, notably of the automotive aftermarket, Bosch produces spare parts for maintenance and repair and also contributes repair shop concepts, including the Bosch Car Service and AutoCrew. On the independent repair shop market, Bosch Car Service with over 16,000 franchises is one of the largest independent repair shop networks in the world. The AutoCrew repair shop concept added in 2009 currently numbers over 600 franchises.

T H E A U T H O R

Robert HanserPresident of the Automotive Aftermarket DivisionMember of Executive ManagementRobert Bosch GmbH

We Keep Vehicles Moving – Know-how, Parts, Service, and Technology for the International Repair Shop Market Prepared to meet the challenges of the automotive aftermarket

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TRANSFERRING THE CHANGE ON THE MARKET TO THE COMPANY

In recent years, the repair shop market has undergone an enormous change. Our customers and, therefore, the Bosch Automotive Aftermarket Division have had to face many new challenges.

The first point concerns the markets themselves. On de-veloped markets like in Europe or the US the existing vehicles are generally getting older. Even in emerging countries like China or India where more and more new and modern vehicles are hitting the streets today, the vehicles are also becoming significantly older over the long term.

Owners of older vehicles are naturally much more careful when it comes to maintenance and repairs than are owners of new vehicles.

The willingness to pay for spare parts drops considerably the older a vehicle becomes and the more it drops in value. In an effort to offer these drivers fair, value-based repair alternatives, Bosch has designed its range of services accordingly and so for this vehicle group we offer recon-ditioned old or replacement parts. And our product range also includes spare parts with a so-called aftermarket specification. These are price-optimized new parts which have been made especially for the requirements of older vehicles. Moreover, Bosch Automotive Aftermarket has

established special repair locations where even electronic components like control units or vehicle entertainment electronics can be repaired cost-effectively.

On the other hand, in the emerging markets, Bosch is intensifying its efforts to enable local repair shops to main-tain and repair high quality modern vehicle technology. The growing amount of electronic components in vehicles and the enormous complexity associated with them have also prompted serious changes in the automotive after-market and this applies equally to all repair shops around the world. Today, a 5 Series BMW has more electronic control devices than the astronauts had at their disposal during the Apollo 11 mission which is very telling given that back in its time the Apollo 11 flew to the moon. The technological progress in today’s vehicles has brought with it inevitable consequences for the work in automotive workshops which used to be more of a hands-on trade. Today, electronic components control, regulate and moni-tor almost every aspect of an automobile. Even changing the oil or tires can no longer be done in many modern cars without connecting a control unit diagnostic tester. Abbreviations like ABS, ASR and ESP are familiar to every driver as electronically controlled systems meant for active safety. Electronic motor management systems monitor and control every function in every operating state of the motor, ensure low consumption with high performance and low emissions. Even modern, high per-formance diesel systems and transmissions would be unthinkable without electronics.

FROM CAR MECHANIC TO SERVICE EXPERTFor a while now the skills of traditionally-trained car mechanics have not been enough to test, maintain and, if need be, repair these systems. Nowadays, the demand is for electronic wrenches and specialists who have the know-how to use such tools. This is why most repair shops have invested in modern testing and diagnostic technol-ogy and most notably in the ongoing training of their

Bosch Service repair-shop franchise is one of the world’s largest independent chains of repair-shops with some 16,000 franchises.

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employees. Repair shops that have not implemented the necessary changes are hardly able to keep up with com-petition nowadays.

However, modern repair shop technology is not enough. In particular, independent workshops rely on the diagnos-tic know-how and current vehicle data for different makes. While the Euro 5/6 regulations regulate the free access to the manufacturer’s data, in practice the regulations are implemented inadequately because manufacturers have a limited interest in making their repair and diagnostic know-how generally accessible. And here, too, Bosch’s Automotive Aftermarket Division supports repair shops with intelligent software products and current vehicle data.

Another change in the repair shop market was brought about by the Internet which opens up a number of new possibilities to compare data, support repair shops with know-how and remain in touch with local mechanics. Software updates and current vehicle data can be provided promptly to repair shops at low structural costs. Repair problems are discussed in expert forums and solved by Bosch repair shop experts. Successful repair options are available online to all the repair shops in the system. The system offers the right spare parts which are available to order online.

It goes without saying that the Internet and the possibili-ties it opens up to quickly order parts and services also entails risks for repair shops and their customers.

Alternator before and after Bosch Remanufacturing:A remanufactured spare part is approx. 30 to 40% cheaper for the end customer than a new part, and has the same two-year warranty. In addition, exchange parts protect the environment and prevent CO2 emissions.

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Counterfeit spare parts, a problem mainly experienced outside Europe, pose a big risk for vehicle safety. Component manufacturers are addressing this issue with joint events and educational campaigns to raise the necessary awareness among end consumers and repair shops. But even on the repair shop market, globalization is creating increasing competition, particularly from Asia.

The Bosch Automotive Aftermarket Division has reacted to this with profound restructuring, acquisitions, and by expanding its global presence.

Just a few years ago our business revolved around selling components on the aftermarket that were developed in other Bosch divisions for the original fitting of a vehicle. Through strategic acquisitions we were able to expand our

Bosch Diagnostic SystemsTechnical developments in the automotive industry continually present new challenges for workshops. When it comes to maintaining and repairing modern passenger vehicles, workshops today require electronic testing equipment.

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product portfolio considerably. Today, we develop and manufacture many spare parts ourselves for the after-market, such as spark plugs, windshield wipers or brake pads, but also repair shop equipment like brake testers, battery testers and wheel alignment and mounting de-vices. Meanwhile, Bosch has 31 production sites around the world.

Software development constitutes another step in the change. Using the world’s leading repair shop software, Esitronic, to troubleshoot, for instance, and provide addi-tional information on the vehicle in question like circuit diagrams, Bosch Automotive Aftermarket supports and accelerates the repair shop process.

A number of services complement the business. In an effort to keep repair shop employees consistently abreast of the latest know-how, Bosch offers training in the Bosch Service Training Centers and technical support for the problems at hand. The Bosch Service hotline, the moder-ated repair shop community “Open Innovation Platform” on the Internet and the driver and repair shop portal “Drivelog” are other examples of services which we provide our customers.

New trends are already on the horizon for the repair shop market which we are gearing up for in our R&D depart-ments and when making offers to our customers. The complexity in automobile manufacturing as evident in new drive technology in hybrid and electric vehicles will continue to increase.

BETTER SERVICE THROUGH NETWORKING But even the repair shops themselves are being advanced. Networking is a big topic. Up until now, there was a sepa-rate testing device for each inspection process, meaning a vehicle system test bench, a device for alignment measure-

ment and a brake test stand. At each of these stand-alone units the vehicle had to be identified anew. By networking these devices and recording its data once, the entire pro-cess is made much more efficient. Moreover, Bosch can network the repair shops with each other via the Esitronic workshop software. In a next step, the diagnostic leaves the repair shop in networked vehicles. Nowadays, every vehicle has the so-called OBD interface that enables a di-agnostic check of the vehicle’s electronics. A Connectivity Control Unit (CCU) is linked with the vehicle via this plug and can access the vehicle’s electronics. If the CCU is permanently installed in the vehicle, the diagnostic can also be performed outside of the repair shop. The advan-tages are obvious: The driver doesn’t always have to go to the shop, particularly if the disturbances are minor in na-ture. Drivers can read the errors themselves and consult a repair shop. Experts then decide whether they can con-tinue driving or should arrange to have the vehicle towed. At the same time, it is possible to make an appointment in the repair shop and order spare parts as required.

These new applications are also of interest to fleet operators because leasing firms, car rental agencies, and company fleets can enhance their service requirements and fleet using networking. Real-time monitoring of the many vehicle parameters and their comparison are minimizing wear and tear and helping to determine the ideal time to resell the vehicle.

While these points are still thought experiments, they will become reality in the foreseeable future. Bosch Automotive Aftermarket intends to be a part of this development and work on mastering the challenges of today and tomorrow. •