Transcript Enhancing Technician Productivity via the Internet -

Enhancing Technician Productivity
via the Internet -- One Year Later
SAE Service Technicians Society
March 2, 1999
Mike Baird
Chief Technology Officer -- Snap-on Diagnostics
email [email protected] or
[email protected]
web sites http://www.snaponcto.com
http://www.snaponsolutions.com *
http://www.mikebaird.com *
(*This presentation is posted on the above sites)
Snap-on Diagnostics
1920 Zanker Road
San Jose, CA 95112
(408) 954-0343 x301
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What’s Changed?
• 50% of all US households now have a PC, up from
43% in 1997*, and 27% in1995
*Dataquest, San Jose, CA
• 23%* to 30%** of households regularly use the
Internet, and that will soon be 50%-70%
(in 2-3 years)
* Ladenburg Thalmann **Oppenheimer’s Henry Blodget
• Technician use of the Internet has increased about
50% from 1997 to 1998
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What’s Changed? (cont.)
• Joe, the tow-truck driver recently bought an
island (actually, it’s a country) for his home -- by
trading stocks online, yet he remains a service
technician because he “likes to help people”
Courtesy, TV commercial by Discover Direct Brokerage
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New Things Technicians do Online
• Buy tools http://www.toolsource.com http://www.kobalttools.com/
• Seek advise http://www.mymechanic.net/ , get TSBs...
http://www.alldata.com/pro/TSB/yr.html
• Buy re-furb, used, hard-to-find parts
http://www.allnone.com/yards.htm
•
•
•
•
Learn new skills http://www.asecert.org/
Find new jobs http://autocareernet.com/
Communicate with customers (e-mail)
Participate in their technical community
http://www.i-atn.com/ interactive forums, live conferencing, technical resources
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The Internet continues to become a means of essential
communication -- more than just a source of
technical information...
Parts
Service
Supplier
Customer
Technician
Shop
Scheduling
Web Sites:
http://www.i-atn.com/
http://www.snapondiag.com/
...
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Mike Baird, Snap-on
Remote
Help
5
Technicians are
Getting More Connected
• PC Usage in Repair Shops continues to rise
– 57% to 60% of repair shops owned a PC Q1 1997 vs. 49% in 1994*
• PC literacy is high among technicians
– 45% to 48% of technicians used a PC on the job* in 1997
– 72% of technicians used a PC at home or at work** in 1997
– 23%*** to 26%** of technicians used the Internet**,*** and 33% had
web access*** in 1997; in 1998 50% had web access
– 17% used e-mail*** in 1997; 25% in 1998
* Snap-on phone survey of 2000 repair shops across U.S., including all eight major customer segments,
conducted Jan-Mar 1997
** Babcox, Publishers of Brake & Front End, BodyShop Business, Underhood Service
*** Survey of 500 Snap-on ADS customers, Oct. - Dec. 1997
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PC utilization in repair shops
Shops that
own a computer
60%
Technicians
use the PC on the job
80%
Technicians do not
use the PC on the job
20%
How is the PC used by the technicians?
“Problem-solving” 50%
Information system 42%
Parts lookup 8%
Invoicing 9%
Repair orders 4%
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Shops that do not
own a computer
40%
Mike Baird, Snap-on
1998 Phone survey conducted by
Snap--on for Mitchell, 1500 random
nationwide general repair shops,
specialty repair shops, tire dealers,
and gas stations
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Technicians are Getting Connected
(cont.)
• Internet access is growing, but not yet
pervasive in repair shops
– Up from 4 %*** earlier, 15%* of shops had Internet web
access in 1997; 22% in 1998
– 8% - 12.5% of technicians used the Internet (either at work
or home) in work related activity** in 1997; 38% in 1998
– 51% of technician Web users use the Web to access
automotive information***; 55% in 1998
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PC technology and connectivity
1998 Phone survey conducted by
Snap--on for Mitchell, 1500 random
nationwide general repair shops,
specialty repair shops, tire dealers,
and gas stations
Shops that
own a computer
60%
Shop computers
connected by a network
30%
Shop has
internet access
25%
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Shops that do not
own a computer
40%
Shop computers
not networked
70%
Shop does not
have internet access
75%
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Becoming Available...
• Automatic software and data updates for
service equipment
– Alignment, Analyzer specifications
– Technical Service Bulletins
– Model Year updates
• Remote control of Analyzers, Aligners,
Shop Management Workstations
(ReachOut, PCAnyWhere, NetMeeting, HipBONE…)
• Automated CD updates (Marimba, “Push”)
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In the Pipeline...
• Remote diagnostics via Internet
(of both service equipment and vehicles being serviced)
– Application sharing, robust remote control
– Video conferencing
– “Whiteboarding” and other electronic collaboration
• Computer-in-the-car initiatives (many)
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Q1 1999 Survey Results
of 416 customers
• The following slides are courtesy of Jeff
Ellis at Snap-on Diagnostic’s TechCenter
(ADS)
• [email protected]
• 1-800-758-5853
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Do You Have an "E" Mail Account?
105 Answered, Yes, I
Have "E" Mail
25%
75%
311 Answered,
No, I Don't Have
"E" Mail
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Where do You Have Web Access?
54 Have WEB
Access @ Work & Home,
13%
37 Have WEB
Access @
Work Only,
9%
208 Have No WEB Access
of Any Kind,
50%
117 Have WEB
Access @ Home
Only,
28%
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How do you use the WEB?
Personal use
Only, 65
participants
16%
3%
Business use
Only, 14
participants
Do not have access
and or do not use the
WEB. 260 participants
19%
Personal &
Business use only,
77 participants
62%
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How many hours do you you personaly spend on the WEB per
month?
s
our
6H
0 / 52 / 26%
8 Hours
urs
7 Ho
HOURS/PEOPLE/%
0
s
Ho
ur
s
r
ou
5H
1 / 52 / 25%
2 / 46 / 22%
208 Non
participants
are not
represented
on this chart
4H
ou
rs
3 / 17 / 8%
4 / 11 / 5%
3 Hours
5 / 15 / 7%
6 / 7 / 3%
7 / 2 / 1%
Ho
ur
s
1
Ho
ur
s
2
8 / 6 / 3%
9 OR MORE / 0 / 0%
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On a scale of 0 thru 9, how useful or practical do you think it would be to
access Technical & Repair Information on the WEB , if all the Technical &
Repair information you needed were published or available on the WEB?
200
10
0 to 200 people scale
180
160
140
120
100
80
60
8
6
1
40
9
7
20
2
3
4
5
2
3
4
5
0
1
6
8
9
10
Very Useful
A Waste of Time
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How Comfortable are you Using the Web?
260 participants
not represented in
this chart
60
10
0 to 60 people scale
50
40
30
8
6
9
20
7
10
4
3
1
2
1
2
5
0
3
4
5
6
Very Uncomfortable
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7
8
9
10
Very Comfortable
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Do you currently access the WEB
for Automotive Information?
Currently Use Web
for Automotive, 86
participants
45%
Don't Use Web for
Automotive, 70
participants
55%
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260 participants not
represented in this
Chart
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How would you prefer to Access
Technical Information?
20%
Use Phone only,
82 Participants
Use Web Only, 5
1% Participants
Use Phone and Web,
329 Participants
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79%
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Summary
1994
Percentage
Technician uses e-mail
49%
Repair shop owns a PC
Technician uses PC on job
Technician uses PC on job or at
home
Technician uses Internet
1997
1998
17%
25%
57% 60%
45% 48%
72%
25%
38%
(50% have
access)
Shop has Internet access at work
~13%
22%
Technician uses Internet for work
8% 12%
22%
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Conclusion
The trend for the future should be clear…
there will be hiccups along the way, but the Internet is growing
faster than anything before… and will continue to impact our lives
more than any other influence in history.
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