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Supply Chain Management: State of the IAM Technician Bill Haas, AAM Vice President, Education and Training Automotive Service Association
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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
Yesterday or today – the skill sets are the same:
Reading Comprehension
Mechanical Aptitude
Critical Thinking
The difference for today’s technician:
Electronics
Computers
Internet
What does the technician need to do his/her job?
Information
Parts
Tools
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
Internet Usage
Order and track parts 75 percent
E-mail 76 percent
Product research 45 percent
Training 38 percent
Repair information 92 percent
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?
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.
Immediate Issues for IAM Technician
Diagnosis will be critical to their future.
Immediate Issues for IAM Technician
Increase market share – raise car count.
Immediate Issues for IAM Technician
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 [email protected]
