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Improve Your Capabilities and Processes – Get LEAN [CC 090]


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Craig Caudill, Manager at Fine Tuned Automotive Erie, CO

Key Talking Points

  • Lean- eliminating waste in processes. Waste is anything that doesn't add value to the customer’s experience
  • 7 wastes in lean- motion, inventory, waiting, defects, overproduction, transportation, over-processing
  • Motion- excessive motion techs/advisors being away from the work station. Using instant messaging on the shop management system for instant streamline communication
  • Inventory- excessive inventory isn't bringing value to customers. Has to turn over so it's not wasted money
  • Waiting- technicians input in system precisely parts needed and update lead time in the management system
  • Defects- categorize comebacks
  • Overproduction- doing more than what customer requested
  • Transportation- the movement of vehicles in the shop. Accurate diagnosis first time and identify every issue
  • Over-processing- don't develop processes that are overly complex. Simplify everything to key elements. Don’t overthink or over the process.
  • 5 S event- sort (take out everything you have and see if it's necessary to keep) set and order (essential items are identified and set in order. Tape off areas where items go and have a picture of how that area is supposed to look) shine (after everything is in its place then you clean) standardized (building processes and SOP’s) sustain
  • People don't want to be questioning what they should do- build a structured culture
  • Parts are labeled specific to parts suppliers
  • Improving profitability- waste is time and money. Customers are willing to pay for the value you offer them
  • How to start? Don’t be intimidated. Do research on 5 S and start seeing benefits.
  • Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
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  • Have you checked out Joe's Latest Blog?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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