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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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What did they need to know?
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What do they need to know?
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Yesterday or today – the knowledge base is the same:
Math
Science
Chemistry
Physics
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Yesterday or today – the skill sets are the same:
Reading Comprehension
Mechanical Aptitude
Critical Thinking
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The difference for today’s technician:
Electronics
Computers
Internet
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What does the technician need to do his/her job?
Information
Parts
Tools
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Who am I going to talk about?
Average Repair Order of $330
VS.
National Average of $166
Why is this important to you?
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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
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Internet Usage
Order and track parts 75 percent
E-mail 76 percent
Product research 45 percent
Training 38 percent
Repair information 92 percent
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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
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E-mail and Product Research
Do you communicate via e-mail?
Have you started to text?
Do you recommend products for them to research?
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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
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Repair Information
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www.iatn.net www.mitchell1.com
www.alldata.com www.identifix.com
Beyond the Books…
OEM Service Information Web Sites
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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.
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Immediate Issues for IAM Technician
Diagnosis will be critical to their future.
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Immediate Issues for IAM Technician
Increase market share – raise car count.
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Immediate Issues for IAM Technician
In just the first six months of 2010
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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!
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Questions and AnswersBill HaasAutomotive Service Association800-272-7467 [email protected]
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