December/January 2019

NEWS Changes to the MOT introduced during 2018 are still stumping garages, and businesses are being urged to take on board the new requirements to avoid being penalised. Following on from the significant changes to the actual MOT test resulting from EU Directive 2014/45, 2018 has seen another major change to the way the MOT testing service is managed with the publishing of Special Notice 12/18, which deals with the way that the DVSA manages risk and quality. Since 12 November, the risk rating for an MOT station using the well- known traffic light system of red/amber/green has been generated by the big data contained in the MOT testing service. For the first time, the individual risk rating of testers employed at an MOT station is now being factored in. Business owners, AEs and designated managers will have to understand the test quality information (TQI) provided by the system and use it to manage quality at the MOT station, alongside the other actions an AE takes to manage quality at their test station. According to Stuart James of the Independent Garage Association, although the DVSA are much less prescriptive about what constitutes Quality Management in today’s world – relying on an AE’s understanding of their own business and the processes they put in place to manage quality – there is no substitute for an external quality check. Stuart said: “The new data driven approach by the DVSA means that the Risk Rating for an MOT station may change far more frequently than ever before – literally on a month by month basis – and AEs will need to understand this, and work both proactively and reactively to attain and maintain a 'green' status. For many years our members have been using our QC scheme to assist them in the management of quality and risk, and our QC audits will start to include the analysis of TQI, alongside the other well established best practice advice we have always given. "In addition, we are looking at adding specific training in the analysis of TQI to the roster of training provided by the RMI Academy of Automotive Skills at our three sites in Southam, Runcorn and our new training facility in Winchester.” As TQI is part of the syllabus for 2018/2019 Annual Training, and will also feature in the syllabus for 2019/2020, it illustrates both the importance of TQI and the relationship between TQI and risk. Stuart added: "Any successful MOT station will need to have a comprehensive understanding of the data in order to remain at the top of their game." 4 AFTERMARKET DECEMBER/JANUARY 2019 www.aftermarketonline.net MOT changes continue to challenge UK garage businesses 40% of MOT reminders sent at wrong time according to latest data Independent garages who strongly market their MOT offering locally could pick up work from nearby franchised dealers, where inaccurate customer data is causing them to miss almost half the MOT opportunities. In-depth analysis by automotive consultants Qube estimates that at any one time between 40% and 45% of customer data stored on franchised dealer databases is incorrect – meaning nearly half of their customers are being sent MOT reminders at the wrong time. This finding is based on Qube’s own analysis of dealers’ data versus the correct next MOT dates from the DVLA. Seamus O’Donnell, Director at Qube commented:“The level of inaccuracy found means many dealers are sending customers MOT reminders too late, too far in the future or simply no reminder is sent at all. These inaccuracies, which can be corrected with the right tools, lead to lost revenue and jeopardise customer loyalty, in addition to wasted costs from producing and sending MOT reminder marketing. Dealer networks could be alienating their customers according to Seamus: “Receiving an MOT reminder at the wrong time can be highly irritating for some people and undermine their confidence in the dealership, so it is important to get it right. Customer retention is essential for vehicle manufacturers and their dealers, and something as simple as a customer taking their MOT elsewhere can cost more than the lost MOT income; it can also represent a lost opportunity to discuss servicing, warranty renewals or service plans, not to mention genuine parts’ sales from any repairs needed following the MOT.” Seamus added: “Customer and vehicle retention are the lifeblood of automotive retail so it is important to ensure that the information is accurate. We have found that even dealers who have strong database processes in place are surprised at how many inaccuracies creep in.”