A manager’s guide to increasing shop productivity

One way to help keep fleets on the street is to improve shop and technician productivity. The better and faster vehicles can be serviced, the less downtime and the more shop throughput.

Here are some approaches for more efficient productivity.

PLANNING AND SCHEDULING

Planning and scheduling manpower, equipment, processes, material and funds is essential to achieving efficient shop operations. Consequently, a logical initial starting place for improving shop and technician productivity is to have a solid plan in place to manage day-to-day operations and maintenance activities.

Computerized maintenance management systems (CMMS) can be a great aid in improving the use of resources, as well as controlling costs and keeping technicians and shops productive.

More information on CMMS can be found within the cover story of the January/February issue of Fleet Maintenance (www.vehicleservicepros.com/12030685).

The right technology, when appropriately applied, can improve many facets of technician and shop productivity. Look for computer management systems with functionality and capabilities to more accurately collect data, improve paperwork and organization, integrate and streamline processes and build business efficiency.

Another best practice is to regularly revisit your planning and scheduling to see if there are opportunities for productivity improvements. The time invested in careful and strategic planning will more than pay off on the bottom line.

TECHNICIANS

Recruiting and retaining qualified technicians remains an ongoing challenge. The more experienced and knowledgeable the technician, the better equipped they are and the safer their work environment, the fewer the callbacks or rework.

Also important is the need for ongoing and advanced technician training and education. Vehicles, and the tools and equipment to service and repair them, are growing increasingly more complex and high-tech.

Take advantage of schools, seminars, classes, online training, etc., sponsored by vehicle, component and tool and equipment manufacturers. Doing so can yield significant long-term benefits for any shop, plus provide a competitive edge over those shops that have less-skilled technicians. 

With continuous improvement comes reductions in downtime, inefficiencies and lost productivity, along with higher-quality work.

Be certain technicians are using their time wisely. Good shop productivity results when technicians are spending the majority of their time turning wrenches and not doing chores or tasks that “rob” wrench time.

A wise investment is getting technicians their Automotive Service Excellence (ASE) Certification (www.ase.com) from the National Institute for Automotive Service Excellence. This Certification is the only national technician professional credential that is recognized by both OEM and aftermarket segments of the industry.

A study by ASE revealed that the productivity of ASE-certified technicians working in fleet shops was 19 percent higher than their non-certified counterparts. Productivity of ASE-certified technicians across all sectors – fleets, dealerships and independent shops – was 40 percent higher than that of non-certified technicians.

SHOP ORGANIZATION

Productivity and output gains also can be had from reorganizing the shop to reduce inefficiencies and disorganization. Devote the time and effort to look at the overall process – from the time the shop is contacted until the vehicle is picked up or put back into service.

Are work areas arranged in a logical sequence to avoid the waste of manpower? Are the most frequently used tools, equipment, supplies, computer terminals/tablets placed where they make the most sense for accessing? Are tools and equipment returned to their designated storage places after use?

Are storerooms efficiently organized? Is the workplace full of clutter? (This can lead to unsafe working conditions.)

Are there conditions in the shop that may be negatively impacting technicians, such as poor air circulation, bad lighting quality or improper heating and cooling? 

Find ways to quantify work processes that need to be improved and then implement changes to do this. Inform your workforce why the changes are necessary, and be sure everyone understands any and all new processes.

VMRS

Vehicle Maintenance Reporting Standards (VMRS) can help increase productivity as well. Developed by the Technology & Maintenance Council (TMC), North America’s premier technical society for truck equipment technology and maintenance professionals (www.trucking.org/Technology_Council.aspx), VMRS is a standardized coding convention for communicating maintenance information within a service organization and with other shops.

Shops using VMRS can analyze their entire maintenance operation and costs, including historical data, to pinpoint areas of excess expense and premature failure, increasing efficiency and equipment utilization. VMRS also enables benchmarking of equipment experience, expenses and the overall performance of the maintenance department.

Furthermore, VMRS can assist in determining the effectiveness of PM programs, help track labor and provide complete details as to parts usage, identifying which part should be inventoried and which should be procured on an "as needed" basis. 

SHOP EQUIPMENT

Another help in maximizing a technician’s productivity, and helping them work safer, is to have the right shop equipment for the type of work being done. This contributes to a more efficient shop, less vehicle downtime and a better bottom line.

Not doing so can result in lost productivity from slower work and more errors. What’s more, using the wrong piece of equipment also increases the risk associated with its use.

While the shop equipment used to maintain today’s fleets needs to get the job done quickly and efficiently, accuracy, ease of use and operator safety are crucial as well.

Therefore, it is essential to select shop equipment – especially those that are frequently used, like vehicle lifts and tire and wheel service equipment – that have features and options to streamline and speed the work that needs to be done, make it easier and safer for the technician who is performing the job and help ensure consistency and accuracy.