With more pressure on the trucking industry today, improvements in shops and to maintenance practices not only can improve fleet uptime, but also can increase a shop’s/fleet’s bottom line. But how do you run a more efficient shop and maintain superior “customer” service – both outside and inside?
It’s actually quite simple, and it all starts with a little process and organization.
The information I will share with you comes from experiences with Elite Support-certified dealers in the Daimler Trucks North America (DTNA) network. The criteria these dealers must meet to become certified range from internal policies to ensuring efficiency, to shop upgrades and staff training.
These are criteria that you can borrow from, learn from and incorporate into your own maintenance processes to improve efficiency and increase uptime.
START IN THE OFFICE
At Elite Support locations, there are many behind-the-scenes protocols to ensure that processes are as efficient as possible. The changes, which can easily be implemented, can be simple but impactful.
Dual computer monitors, organized electronic and paper filing systems and a neatly organized desk space all contribute to increased efficiency. Maintenance records, warranties and parts information should be within easy reach and organized, giving technicians more time to repair the truck, rather than digging for information on that model.
The key is to make sure that your technicians can get the information they need as rapidly as possible so repairs or the purchase of necessary parts can get underway quickly, reducing unnecessary downtime.
NEED-IT-NOW PARTS
Some downtime is unexpected and requires more extensive repairs. However, most necessary repairs are not out of the ordinary and should be planned for in advance. When parts have to be ordered, it not only delays the repairs, but also decreases customer satisfaction.
Critical parts, such as brakes and fuel lines, always should be kept on-hand for quick repairs and maintenance issues.
Keeping need-it-now parts in stock, bookmarking cross reference tools in your web browser that allow technicians to quickly locate the all-makes parts that work with any truck make or model and knowing where your preferred dealers are located will help ensure that repairs start in a timely fashion and are not delayed by out-of-stock parts.
ORGANIZE FOR UPTIME
The service bays of an Elite Support dealership are where decreased downtime begins and where it can begin in your own shop.
For example, in all Elite Support locations, these are yellow markings around the floor to help keep the workspace safe, organized and more efficient. Each taped-off area designates where equipment and tools are to be placed at all times. Shop floors always are kept clear of grease, oil and debris.
Tools and equipment are stored in a clean, orderly fashion and walkways in the shop must be kept clear of hoses, cords, tools, toolboxes, equipment, etc.
Keeping this same level of organization and cleanliness in your organization not only will lead to greater efficiency and safety, but also will reduce waste and improve productivity. In addition, while it may seem like it is common sense, technicians prefer to work in a clean and safe environment.
Through this organizational process, your employees will be happier, will work more efficiently and be safer doing it.
TRAIN YOUR STAFF
All Elite Support technicians are held to very high standards to ensure they are doing quality work and are working efficiently, with customer service as their highest priority. All technicians have metrics tied to their work to continually track how well they fulfill their commitments and how service or efficiency can be improved.
Setting similar benchmarks for your staff, and holding team huddles, can help determine what is going well in your organization and what areas can be improved upon. This will also help ensure that you are staffed appropriately.
Having face time with your team allows you to see pain points before they become larger, and it allows you to hire additional staff when needed or reallocate idle staff positions to more dire responsibilities.
While these are all small changes, together, they can create a huge impact in your shop. To view a dealership to see how it’s done, visit http://www.elitesupportnetwork.com/360tour/tourfiles/.
Michelle Powell is the marketing manager for parts and service programs-aftermarket for Daimler Trucks North America (DTNA) and oversees national marketing for the Elite Support Certified dealer network (www.elitesupportnetwork.com). This is a collaborative initiative between DTNA (www.daimler-trucksnorthamerica.com) – the largest heavy duty truck manufacturer in North America and a leading manufacturer of Class 4 to 8 vehicles – and nearly 150 of its Freightliner and Western Star truck dealers across the country. The goal of all Elite Support dealerships is to offer quality service and repairs as efficiently as possible to maximize uptime and get trucks back on the road.
