Fleet maintenance management trends
With the continual mounting pressures to reduce operating costs, fleets have made changes to the way they do business. Their aim is to improve fleet uptime and productivity.
More attention is being focused on:
- Tailoring the vehicle to the application.
- Spec'ing to optimize the powertrain and improve fuel efficiency.
- Selecting parts and components that offer longer life and/or have reduced maintenance requirements.
In the meantime, trucks and equipment have become increasingly more complex and high-tech, while the evolution in information communication technologies considerably impacts vehicle operation and maintenance.
Many fleets, in their effort to decrease downtime, have advanced their maintenance operations from simply necessary routine preventive maintenance into an essential strategic business objective. Effective management of total vehicle maintenance is critical nowadays.
To obtain some insight and perspective into trends and developments impacting fleet maintenance management, I contacted a range of industry organizations.
An expanding use for today’s diagnostic tools
Vehicle diagnostic tools have been helping technicians and fleet managers save time, improve repair quality and boost customer service levels for decades. In recent years, industry experts have noticed the use of diagnostic equipment expanding into new categories and applications.
“One of the most significant and positive trends is the use of diagnostic tools as part of a preventive maintenance program,” notes Dan Spengler, an account executive with Snap-on Industrial. “The culture is changing. Technicians are using diagnostic tools to uncover inactive codes that, while present, haven’t yet activated the appropriate warning light.”
Snap-on Industrial (www1.snapon.com/industrial) is a division of Snap-on Incorporated (www.snapon.com), a leading global innovator, manufacturer and marketer of tools, diagnostics, equipment, software and service solutions for professional users.
Spengler says that technicians and fleets who add this routine into their best practices procedures are increasing the in-use life of their fleet and decreasing the number of critical and serious repairs.
Adding this five to 10 minute procedure into a regularly scheduled preventive maintenance routine can lower the overall cost of maintenance and increase a vehicle’s operational life, he points out.
REFRESHED MINDSET
This move toward more proactive behavior requires a “refreshed mindset,” says Snap-on’s Spengler.
In order to assist technicians and fleet managers with this practice, Snap-on offers training and certification in diesel scanner diagnostics as part of its Technical Education Program, he says. “Participants in the program become ‘power users’ with a broader understanding of the scanner’s extensive capabilities and troubleshooting techniques.”
Another trend in diagnostics is around “first responder” service vehicles, particularly those in electric utility fleets, Spengler says. These trucks are typically on critical missions and need to remain in operation 24/7.
With the recent uptick in severe weather events, these vehicles “have become an increasingly crucial part of the energy grid repair process,” he explains. “This harsher weather has brought longer migrations and extended stay-outs by utility crews as they travel to damaged areas.
“Frequent and longer responses have led to service technicians performing more in-depth diagnoses and repairs in the field.”
ON THE MOVE
Joe Rappa, a Snap-on Industrial diagnostics specialist, says that while OEM laptop tools are common, “they can be a burden to operate when on the move. Timed subscriptions and large update downloads make constant wireless Internet coverage a must.
“In addition, limited battery run time makes laptop scanners even more impractical during long repair sessions away from a reliable power source.”
For these reasons, he says, heavy duty fleets are adding hand-held aftermarket scan tools to their portfolios. “Portable, durable scanners help mobile fleets maintain high service levels, whether it’s to provide a quick code check or a complete system diagnosis and repair procedure.”
EMISSIONS SYSTEMS
A third trend in diagnostics has been driven directly by the evolution of heavy duty vehicles, in particular, diesel emissions systems.
The addition of diesel particulate filters and Selective Catalytic Reduction exhaust aftertreatment has been problematic, says Snap-on’s Rappa. These have required the development of improved repair methods and updated aftermarket products.
By way of example, he cites Snap-on’s PROLINK Ultra which incorporates expanded component and OEM coverage, along with the addition of diesel exhaust aftertreatment tests, regeneration capabilities and diesel exhaust fluid testing.
In order to reduce the need for dealer service and maximize vehicle availability, technicians are increasingly employing more robust scanner capabilities to diagnose and repair these complex diesel engine aftertreatment systems, Rappa notes.
MORE EFFECTIVE TECHNICIANS
As today’s heavy duty fleets become more complex, technicians must evolve from everyday parts replacers to expert troubleshooters in order to be effective, says Snap-on’s Rappa.
“As the breadth of their duties increases, and with the introduction of new technologies, having a clear and extensive understanding of diagnostic equipment is increasingly essential to their professional growth” he maintains. “Employing technicians who possess this knowledge and skill makes it easier for fleets to not only keep their work in house, but keep their vehicles on the road where they are needed most.”
The application of technology to keep vehicles productive
Today’s trucks are loaded with electronic control modules, sensors and telematics devices that provide a wealth of information to fleet managers. There is data on where vehicles are located, the speeds they’re traveling, inflation pressures in tires, how truck refrigeration units are functioning, engine operating temperature, time spent in cruise control, idle percentage and much more.
“While having all of this data is great, to get the most out of the information you must manage it properly,” says Michael Riemer, vice president, products and channel marketing, at Decisiv (www.decisiv.com), the leading provider of Service Relationship Management (SRM) solutions for commercial assets. “Nowhere is this more important than in the vehicle maintenance and repair process.
“The best way to do that,” he continues, “is with a closed-loop service event management process that captures, manages and measures data from the truck or any asset, but also facilitates communication during all stages of the maintenance and repair process.”
ACTIONABLE INTELLIGENCE
Riemer says that a “well-oiled service event management process helps reduce days out of service while extending component and vehicle life.” SRM technology, by way of example, not only provides all the information needed, but “speeds the diagnostic and repair process by providing timely access to people and vehicle-specific content at the point of service, streamlining maintenance and repair activity.”
This eliminates unnecessary downtime while also integrating with existing warranty, parts, dealer, and business management and fleet maintenance systems.
SRM AND QR CODES
An SRM platform, combined with QR codes, automates processes associated with check-in, inspection, maintenance and repair programs, explains Decisiv’s Riemer. The unique QR codes enable service personnel to use almost any Internet capable mobile device to quickly and easily access information about the vehicle’s components, previous repairs, necessary maintenance, pending repairs, warranty availability, recalls and service campaigns; check-in a vehicle; launch OE- or customer-specific inspections; and build a service case.
Technicians in shops and doing roadside breakdown service can use mobile devices to access information even without QR codes, which are still a relatively new phenomenon in the vehicle maintenance industry, he notes. However, fleets can create their own QR codes using relatively inexpensive printers and labels and affix them to trucks, trailers and other assets.
Another plus, Riemer adds, is that “you can easily bring smartphones and tablets to the truck. You no longer have to worry about how you’re going to get a truck to the shop. You simply send a service technician armed with a mobile device to the site of the breakdown, remote terminal or anywhere else the truck happens to be located.”
Getting the most out of a high-tech truck is a matter of “capturing all the data associated with it, communicating with everyone involved in the repair process, managing the process and measuring the results,” says Riemer of Decisiv. “It begins with smart vehicles and ends with making smart decisions about how to use all of the information available.”
Developments at truck dealerships
Another dynamic affecting fleet maintenance management is the confluence of more sophisticated and complicated vehicles and the growing shortage of skilled commercial vehicle technicians.
“Technician availability and continuing education for technicians is becoming more of a challenge in the industry,” says Robert Correll, general manager of central service, at Daimler Trucks North America (www.daimler-trucksnorthamerica.com), the largest heavy duty truck manufacturer in North America and a leading producer of medium duty trucks and specialized commercial vehicles. “We see fewer and fewer young people coming into the technician trade.”
He notes that Daimler Trucks is working closely with its dealers on programs and initiatives to attract new talent, and has expanded its relationship with Universal Technical Institute (UTI). Additionally, the company remains focused on expanding training programs form its current technician base, with an emphasis on diagnostics.
“In today’s highly technical product environment, the primary issue encountered by the technician is the ability to identify accurate root cause,” Correll observes. “Enhanced training programs, advanced diagnostics tools and telematics are essential to developing the correct diagnosis on today’s highly technical products.”
ALTERNATIVE FUEL VEHICLES
The maintenance needs and safety requirements for alternative fuel vehicles are affecting truck dealers and fleet shops, as well as truck maintenance and repair operations.
The introduction of alternative fuel vehicles, specifically natural gas, has placed additional demands on service outlets, Daimler Trucks’ Correll says. Different fueling technology has created additional training and tooling requirements for the service location.
More significant, he points out, is the need to comply with local building code requirements for fume/leak detection and exhaust. Depending on the state where the service facility is located, equipping a single bay to be natural gas certified can cost several thousands of dollars.
“Whether focused on addressing the technical product landscape, alternative fuels, connectivity and communication to the customer and the manufacturer, or simply meeting the increasing demands of the customer, the truck dealer must continually evolve and continuously improve his delivery of service,” he says.
Could the surge in vehicle electronics make a fleet maintenance manager’s job easier?
Modern fleet vehicles are increasingly being driven by electronic control units (ECUs), software code and advanced control technology, remarks Kelly Frey, vice president of product marketing for Telogis (www.telogis.com), a company that helps business intelligently integrate location technology, information and services. He references a 2013 report by market research firm Frost & Sullivan that estimated vehicles will soon come complete with 200 to 300 million lines of code. In comparison, the Space Shuttle, according to NASA, had a mere 400,000 lines of code.
While vehicle makers are embracing the rapid growth of computer management, “fleet maintenance managers have struggled to keep up,” explains Frey. “Many are using outdated traditional methods that don’t take advantage of recent developments in electronic vehicle systems like odometers, logbook entries, fuel records and physical inspections.
“These traditional methods of managing fleet maintenance,” he says, “can lead to a variety of other inefficiencies. Issues with under-utilization and service scheduling, particularly for large fleets, can become a major headache for both drivers and managers.”
Can these traditionally manual systems be automated to ease the burden on staff? Can new vehicle technology create opportunities for more effective fleet maintenance management? Can this technology provide a more insightful view of overall performance, reliability and costs? The short answer, Frey says, is “yes.”
LESS ADMINISTRATION AND DOWNTIME
New vehicle data diagnostics and telematics systems reduce administrative burdens and fleet downtime, notes Telogis’ Frey. These systems provide fleets with more than just speed and location. Mileage, engine temperature and rpms can easily be reported.
Plus, as vehicle ECUs become more sophisticated, “the diagnostic data will become richer and more valuable to fleet maintenance managers,” he adds.
To contrast how telematics is transforming traditional fleet maintenance, Frey compares it with issues common to manual systems:
[ telogis chart goes here ]
“If you haven’t made the switch from manual processes to telematics, or are still using it to track ‘dots on a map,’ then it is worth looking at ways you can take advantage of recent developments,” suggests Frey of Telogis.
Investigate what additional maintenance data is now available, particularly via factory-fitted telematics from leading OEM manufacturers, he recommends. Also, look into “how you can use the increase in vehicle diagnostic data to make your fleet maintenance management easier and more effective.”
Fluid inventory control and management trends
Today, bulk oil customers are faced with many new and changing oil products – from high-end expensive synthetics to lower cost private branded products. The challenge of knowing where their inventory goes only becomes more complicated.
“Oil is one of the highest costs of inventory, yet typically, it is not monitored very closely,” observes Don Youman, vice president, sales and marketing, at Balcrank Corporation (www.balcrank.com), a manufacturer of fluid dispensing equipment used in the automotive, commercial and industrial markets.
“If I were to ask a large bulk oil customer how many gallons of oil he has in stock, I would probably get a questioned look. If I asked how many oil filters he has in stock, a simple click of a mouse, would give him the answer to the question.”
Fluid Inventory Control (FIC) systems have been around for decades. The very early systems simply monitored fluid flow through a pulse meter and controlled an electrical solenoid to shut the fluid off when a specific dispense amount was reached.
Today, many FIC systems not only monitor oil, but also anti-freeze, windshield wash, DEF (diesel exhaust fluid), grease and more, Youman points out. “With real-time tank monitoring, you can watch every drop and tell you how much was dispensed, which grade, who dispensed it, what work order was charged and ultimately, was the customer billed for the oil. Some systems, like ours, can even notify you or your oil supplier by e-mail that you are running low on a specific product.”
SHRINKAGE
In the automotive industry, it is not uncommon to see oil shrinkage rates of up to 10 percent, says Balcrank’s Youman. With oil prices averaging above $9.25 per gallon, if a user is dispensing 20,000 gallons per year, the loss can be up to $18,500 per year.
“This is a staggering loss of revenue but it can be saved and recouped by installing the proper FIC system to address theft issues, help reconcile deliveries and ensure every drop dispensed, is billed accurately and correctly to a specific work order,” he explains. “Additional savings can be realized by decreasing the time it takes technicians to dispense fluids.”
By keeping technicians in the bay, and/or streamlining the time it takes to request oil, “big increases can be realized in the performance and production of the service department,” says Youman. “If the cost of your oil is higher (full synthetic), these numbers can rise dramatically.”
SAVINGS
Youman provided a typical example of shop savings and revenue gain:
[ balcrank chart goes here ]
Depending on the number of fluids and dispense points, the ROI on a FIC system can be high. In this example, with a 20-bay shop and 15 technicians dispensing 20,000 gallons per year, payback is 3 months.
Some FIC systems will allow retrieval of valuable data and produce reports showing all dispenses for all fluids within a day, month, year or custom date range. This information can be sorted by fluid, technician, work order, VIN number, vehicle mileage, customer and date/time.
“With such insights, when I ask, ‘How much oil do you have in stock?,” you can tell me how many gallons of each grade, how many gallons are in each tank, how much you dispensed yesterday between 9 and 10 o’clock and which grade is most popular,” says Youman of Balcrank. “But most importantly, you’ll see how much money you made and be confident that you didn’t lose any on oil.”
How connecting vehicles is improving overall fleet management
Telematics has been having a significant impact on fleet operation and maintenance. telematics. An enabling technology, telematics is basically a wireless communication tool allowing repair shops to “talk” to vehicles, explains Malcolm Sissmore, North American sales director of tools, training, telematics and service information, for Delphi Product & Service Solutions (delphiautoparts.com), the aftermarket division of Delphi Automotive, a leading global supplier of technologies for the automotive and commercial vehicle markets.
Telematics technology is “a computer, scan tool, satellite navigation and mobile phone all in one, with superior processing power, OE-component robustness and vehicle protocols, and requires no driver interface or interaction,” he says. This communication, coupled with vehicle data delivered from the device, allows the aftermarket service and repair channel to assist customers with a variety of services, including remote vehicle diagnostics, roadside assistance, service and maintenance, battery performance and incident management.
A robust and connected management system, such as Delphi Connect, can help fleets better maintain their vehicles and keep them running “by providing easy to use and helpful applications, such as fault code warnings and interpretation, along with simple explanations and recommended actions, tools for managing and tracking maintenance costs and other features to help educate fleet owners and lower the cost of vehicle ownership,” Sissmore says. “By utilizing the remote diagnostics application, fleet managers can receive alerts for events going on inside the vehicle’s architecture – things you can’t always see or know intuitively.”
With Delphi Connect, a device installed on a vehicle’s OBDII port, integrating it into the vehicle’s architecture to create a totally connected solution.
DEGREE OF TROUBLE
With some connected management systems, fleets can immediately know the severity of the trouble, says Delphi’s Sissmore. For instance, if the fuel cap is loose and simply needs to be tightened, or if it’s something more severe, and the vehicle should pull over and wait for service.
“With remote diagnostics and vehicle state of health features, along with planned and preventive maintenance, the technology can help to avoid breakdowns in the first place,” he points out. “In the event of a breakdown, the system can help speed the diagnostic process along and cut the cost of roadside service.”
Connected management systems can also provide information on driver behaviors, such as speeding, engine idle time, trip duration and distance traveled,” adds Sissmore. Fleet managers can potentially utilize this information to help improve routes and reduce operating costs through fuel savings and improved driving.
“All this helps keep fleets safely on the roads for longer periods of time – helping to reduce downtime and keep vehicles safely moving on time and on schedule,” he concludes.
Wheel end maintenance issues for today’s vehicles
Following the correct maintenance procedures and understanding the functionality of wheel end components is critical to vehicle safety and extending wheel end life.
Officials at SKF have identified common wheel end maintenance trends and issues that affect fleet downtime and performance. SKF (www.vsm.skf.com) is a leading global technology provider in more than 40 industries, specializing in bearings and units, seals, mechatronics, services and lubrication systems.
- 90 percent of all wheel end seal failures are a result of improper installation and maintenance. Wheel end seal failures can be avoided with proper maintenance and training, say SKF officials. Professional training of shop personnel will help improve maintenance efficiency and reduce premature seal and bearing failure.
Additionally, just as the equipment needs of long-haul commercial fleets vary from those of heavy duty construction fleets, so does the matchup of the right seal for the driving environment. Therefore, the officials stress the importance of selecting the optimum seal for the operation.
- Handle wheel bearings correctly at every stage is critical to trouble-free operation. Even a particle of hair can lead to bearing degradation, SKF officials note. A bearing that fails unexpectedly can be not just inconvenient, but costly and dangerous. Maintenance factors to consider for bearings include removal and installation of bearings, procedures for cleaning and lubrication and assuring correct end play adjustment.
- Follow the prescribed bearing adjustment procedure.
The officials urge following the prescribed bearing adjustment procedure and verifying the end play with a calibrated dial indicator to maximize a vehicle’s uptime and productivity.
- Use the correct tools that are properly calibrated to protect against component damage and extend wheel end life. Tools for removal and installation of wheel end seals are critical to seal performance. Related tools, such as wheel dollies and end-play calibrators, also play a role in the correct or incorrect installation process.
- Pay attention to hubcaps. While hubcaps work through the constant exposure of the environment – including hot, wet, dry and road salt conditions, some of the roughest treatment comes from inside, due to lack of lube or an over-tight bearing adjustment, causing a cooked hub and permanent damage, explain SKF officials. Proper hubcap installation, as well as the process of matching the correct hubcap with the lubricant being used on a specific application, is important.
- Lubrication plays a critical role throughout the life of the wheel end. Understanding which lubes should be used can lead to optimized wheel end life. Always use lubricants as recommended by the manufacturer.
- Beware of counterfeit aftermarket products. Unfortunately, counterfeit products and poorly engineered and cheaply manufactured products made to resemble premium quality aftermarket products, are a growing global problem. SKF officials stress that fleets always source parts from a genuine, high-quality, OEM-approved products supplier or distributor.
- The driver plays an important role in the vehicle’s performance. SKF officials recommend that each time before entering the vehicle, the driver perform a walkaround to inspect the wheel ends for loose, damaged or missing fasteners or a rotated lug locking device; loose damaged or missing hubcaps; oil leaks at hubcaps, drive axle flange or fill plugs; and if the oil level is too high or too low. After a trip, the driver should immediately feel the hubs for relative temperature and a hotter hub should be further inspected.
The driver should notify the shop foreman of any issues, they add.
Got the right vehicle electrical power?
A common problem for heavy duty fleets is frequent battery replacement. Often, this is attributable to a truck having the improper charging system.
Unless a truck is outfitted with the right-sized system to effectively charge the batteries, a fleet’s expenses will continue to go up because frequent battery replacements will continue to occur, says Brad Bisaillon, director of strategic accounts for North America and Europe at the Trojan Battery Company (www.trojanbattery.com), the world’s leading manufacturer of deep-cycle batteries. By upgrading a truck’s charging system and using a high-performance 500-cycle vs. 250-cycle battery, for example, the amount of time between battery replacements can be extended.
“Energy in needs to exceed energy out,” Bisaillon explains. “Batteries need adequate overcharge and must be provided the opportunity to charge sufficiently. Higher recharge capacity is required for proper charging and maximum battery life.” Battery charging issues are a result of not having a truck’s charging system properly sized to effectively charge the batteries that power hotel loads, he says. This includes adequate alternator capacity and required cable size to manage the added capacity. Also, fleets must ensure that their trucks are outfitted with a battery that has the proper capacity to handle the combined electrical loads.
“This is a simple fix to effectively power these demands,” observes Bisaillon, “but unfortunately, it is not being done, and that results in premature battery failure.”
CURRENT DRAW
All vehicle hotel loads run through an inverter. This Trojan Battery chart gives examples of common appliances and technology used by today’s truck drivers and how much current they draw from the batteries, assuming a 400 amp hour battery bank.
[ trojan battery chart goes here ]
Once the right AGM battery technology is selected, reducing or managing the use of inverters will lower the depth of discharge, thus prolonging the life of the battery, says the company’s Bisaillon.
REDUCED MAINTENANCE COSTS
“While high-quality AGM batteries may require a slightly larger up-front investment cost, they will pay for themselves in the long run with less maintenance and fewer premature battery failures that require battery replacements,” says Bisaillon. “Using lower cycle life batteries may seem a more cost-effective strategy, but it actually will cost a fleet more in the long run due to frequent battery replacements, not to mention the need to pull trucks off the road in order to change out the batteries.”
New technologies have an impact on fleet maintenance
To best manage costs in today’s competitive economy, fleets must have an eye to both capital investments and operating expenses when evaluating new vehicles, components and technologies.
One of the newer technologies is the 6x2 tandem axle, says Karl Mayer, director of product strategy, North American axles, for Meritor, a leading global supplier of drivetrain, mobility, braking and aftermarket solutions for commercial vehicle and industrial markets (www.meritor.com). While these systems are popular in Europe, their use in North America is not as widespread, although it is growing as fleets are recognizing the long-term advantages that can be had by spec’ing 6x2 axles for select applications.
The 6x2 eliminate one drive carrier and the interaxle driveline, providing a tractor weight savings of approximately 400 lbs for payload opportunities, says Mayer of Meritor, one of several companies that offers 6x2s. “Eliminating the rear drive axle gearset also results in reduced frictional and lubricant churning losses, which in turn improves drivetrain efficiency.”
Nussbaum Transportation (www.nussbaum.com), a Hudson, IL-based dedicated and truckload carrier, has been using 6x2 tandem axles for approximately three years. While the original purpose was to recognize fuel savings, the carrier also realized a side benefit: reduced maintenance costs.
“The weight savings that you gain came from pulling away a set of gears and drivelines, so now you’re not maintaining that back axle, so there is less maintenance overall,” says Phil Braker, vice president of operations for Nussbaum.
TRACTION
Meritor offers a 6x2 tandem with Meritor Wabco’s Electronically Controlled Air Suspension (ECAS), designed to improve a vehicle's air suspension control system by electronically maintaining a set ride height between the axle and chassis when road and vehicle characteristics change, explains Meritor’s. The pressure control of the air springs is adjusted only when there is a change in the load, so normal axle vibration during driving does not cause height adjustment or consume air. Reduced air consumption decreases the compressor duty cycle, resulting in improved fuel economy.
Meritor Wabco (www.meritorwabco.com) is a North American joint venture focused on the development and delivery of proven, integrated safety technology and efficiency components.
“ECAS offers automatic load transfer, significantly reducing drive axle wheel spin and traction control events during periods of aggressive acceleration,” he adds. “This feature addresses lower tractive effort of 6x2 versus 6x4 vehicles, providing an increase in traction on low friction surfaces to improve performance.”