New DCDMS "Workshop Loading" module improves efficiency

[PUBL] DCX-SA STAR
[ED] December 2004

In an interview, Ian Mathews, Service Manager MBPC at New Vaal Motors spoke about “ Workshop Loading”, a module of Autoline, which is the mandatory DaimlerChrysler Dealer Management System (DCDMS) being implemented by the DCDMS Project team to all dealers.

What motivated New Vaal Motors to be the pilot site for the Workshop Loading module?

As Service Manager, I felt that I had no real control of what vehicles were coming in or going out of the workshop, who was doing what, when and who wasn't. I was always reliant upon my controllers to tell me what I wanted and needed to know. We required a system that would allow us to manage the process flow of the workshop. It was being done manually and this resulted in breakdown of communication and processes. So I pestered the DCDMS team to allow me to utilise the model available on Kerridge, which is not part of the standard Kerridge Implementation - and that is how New Vaal became the pilot site.

When did the module implementation happen?

July 2004

What was the impact on your day-to-day business activities through the implementation process?

It took me approximately a week to understand and familiarise myself with the process and system. The impact on the workshop, and throughput of work, was not interrupted at all. In fact we got positive returns on our time management within a week of implementation.

Prior to having the Workshop Loading module, what were the major challenges your workshop faced?

I believe that it was like a guessing game, on a daily basis you hoped that you maximised your workshop potential and that your mechanics were as efficient as they could be. You had no real time awareness as to what was going on.

Since, having this module, what has changed in the workshop?

We have definitely become more organised and efficient. The most important benefit being to the customer, who can now obtain a real time booking, because we know at a glance where we stand. It has definitely reduced waiting periods for the customer, and we are able to also show a customer when we are full.

To what extent has Workshop Loading automated your processes, for example capture of job cards, costing of job cards etc?

It’s a great time saver. It allows you to pre-load your workshop without actually printing job card until the vehicle arrives on the morning of the actual service. The mechanic’s time is automatically loaded into Autoline and is not necessary to calculate. Consequently it manages your loading efficiency as well as the mechanics efficiency. We can further optimise our efficiency if we could get the DCDMS team and Kerridge (Now ADP) to input fixed service menus online – this would enable us to only have to cost repair jobs per day.

How has this module improved operational efficiencies, for example on your business, staff input and output, resource allocation?

Greatly, you don't have enough space in your publication

How do the workshop employees feel (what have they said)?

Initially the mechanics were skeptical, and those who are not all that comfortable with computers took their time in coming to grips with the new system. Now they are very positive as it is quite easy to the see the benefits.

Do your customer notice any difference and do you think it will have an impact on your Customer Satisfaction Index?

The customer is also a big benefactor from this module, in that we are able to load our workshop more efficiently thereby accommodating more customers. A customer is able to see when we can or cannot accommodate his vehicle, and readily accepts this. Service advisors are now able to keep in touch with the customers throughout the day with qualified updates in terms of the progress on their vehicles - just by watching their computer screens.

Would you say it was a worthwhile investment and would you recommend it to other dealers?

I would not hesitate to recommend the module to other dealers. Although there a still a few snags that we need to be sort out, it definitely is a worthwhile investment. The sooner other dealers come on board, the sooner we can optimise usage of the system. We will be able to make enhancements based on experience that will allow us to further improve our operational efficiencies and make our customers happy.

[ENDS]