February 2020

availability of parts and a delivery time? 9 Did the FOHTM communicate the delivery time to the workshop manager (WM)? 10 Where delivery time took too long, did the WM communicate this to the technician? 11 On arrival of the parts was the technician made aware of their availability? 12 Did the technician check to ensure the parts suitability for the application? 13 Where incorrect did the technician make the FOHTM aware that they’re incorrect? 14 Did the technician/FOHTM and the parts supplier work together to ensure the parts are correct on the second delivery? The interesting outcome here being that only one third of the possible causes could be attributed to a technician. Definitely not the result that Emma had anticipated. Next stop, how to fix it. This next part is easy (OK straightforward). All we needed to do was take each of the negative/questioning statements from the brainstorming session and turn them into a positive actions. 1 Tech to use standard terminology when communicating parts to FOHTM 2 Tech to use part numbers from old parts where possible 3 Tech to identify any additional parts required as part of repair 4 FOHTM to confirm with with tech using parts system their suitability prior to ordering You get the idea. With a list of actions compiled, Emma set about documenting these with pictures where required into a defined process. All team members were then bought together and suitably trained to ensure the process was understood and could be effectively implemented. Emma and John 1 – Frustration 0. The Butterfly Effect You may be wondering “Have I just wasted five minutes of my life that I’ll never get back reading about how to order parts?” I know I would be if I were in your shoes. Bear with me. I’m a firm believer that the results achieved in your garage are not necessarily proportional to the action taken, and that HUGE results can be gained with small changes. This just happens to be one of those cases. You see, Emma has seven technicians and if each of these saved an average of 10 minutes a day through correct parts supply on each job (three jobs a day average) and sold that time it would mean that Emma would earn an additional £523,250 over a 10-year period. Which just happens to be when Emma would like to retire. Like I said. Small changes can equal HUGE results. That took Emma and I 60 minutes to work through which I’m sure you’ll agree is time well spent. If we could remove that frustration and increase profit in one 60-minute session, just think what could be done if you spent 60 minutes a day working on your business? Great things I’m sure. FEBRUARY 2020 AFTERMARKET 27 EYEBROW www.aftermarketonline.net If you’d like to learn how to improve your diagnosis skills then call John on 01604 328500. Auto iQ have a complete technician development programme designed to help your technicians be the best they can be. _____________ To join AutoiQ’s online forum go to: autoiq.co.uk/ garageowners