Supply Chain Management: State of the IAM Technician Bill Haas, AAM Vice President, Education and Training Automotive Service Association

What did they need to know?

What do they need to know?

Yesterday or today – the knowledge base is the same: Math Science Chemistry Physics

Yesterday or today – the skill sets are the same: Reading Comprehension Mechanical Aptitude Critical Thinking

The difference for today’s technician: Electronics Computers Internet

What does the technician need to do his/her job? Information Parts Tools

Who am I going to talk about? Average Repair Order of $330 VS. National Average of $166 Why is this important to you?

Internet Access Shops with internet access96 percent Access of DSL or cable85 percent Access in Office96 percent Service bays62 percent Customer waiting26 percent

Internet Usage Order and track parts75 percent 76 percent Product research45 percent Training38 percent Repair information92 percent

Most Important Factor When Selecting A/M Parts Availability53%27%19% Brand24%40%28% Customer request19%13%32% Delivery41%34%15% Ease of ordering38%35%23% Price15%19%46% Quality88%11%1% Extremely Important Very Important Important

and Product Research Do you communicate via ? Have you started to text? Do you recommend products for them to research?

Web Based Training Study of 575 companies Top quarter invested $1595 on average per employee Gross profit margins 24% higher Income per employee 218% higher Than companies in the bottom quarter that invested $128 on average per employee American Society for Training and Development

Repair Information

Beyond the Books… OEM Service Information Web Sites

Immediate Issues for IAM Technician There is no legacy information for Hybrid, Plug-in Electric or Fuel Cell vehicles and existing knowledge does not transfer.

Immediate Issues for IAM Technician Diagnosis will be critical to their future.

Immediate Issues for IAM Technician Increase market share – raise car count.

Immediate Issues for IAM Technician In just the first six months of 2010

An Observation Too many manufacturers depend on someone else to represent your company to the service professional market, provide training and handle your problems. IT IS TIME TO FIND A BETTER WAY!

Questions and Answers Bill Haas Automotive Service Association ext.222