Of course, to have a stable, consistent maintenance program, it helps to have technicians that do the program the same way every time. This is especially true if one technician starts a job, and another finishes it. This means that Wilson needs her technicians to have a similar understanding of processes and expectations, itself a balancing act with respecting a technician’s knowledge and experience.
“Obviously, some people are going to bring more to the table when it comes to figuring things out, and that's good, but you’ve gotta have a base ground about how everybody does everything,” Wilson noted. “That was something that took me a while to succumb to, was that you can't just let everybody do things their own way. You can let them have that experience, but at the same time, you have to have a baseline of how everybody does things.”
Equipping for versatility
While standardizing customer maintenance schedules and technicians’ best practices is all well and good, this doesn’t mean IEFM doesn’t still have to keep on its toes, given the many types of vehicles they see. This often means Wilson needs to carefully balance their equipment procurements and needs.
“My thing is, we tool up as we need to,” she said. As an example, “All trucks run on ECMs that are all managed by software. So having the best software for the job has been the most helpful in that aspect.”
IEFM uses Fullbay as its base writing software, as well as a Motor integration for labor and standard repair time guides. Additionally, they use Parts Cross to cross-reference part numbers for easier purchase. Additionally, IEFM also uses Mitchell 1 for repair guides, repair estimates, and wiring diagrams, partly for the company’s expertise and due to the clients they work with.
“We deal with leasing companies, and [Mitchell 1’s] what they live by,” Wilson commented.
But the shop also uses OEM software as well, such as Cummins Insight Pro, and Isuzu and Hino’s software, which helps them collect truck component data.
“Because the one thing about the Japanese truck manufacturers is we have all-encompassing software (multi-platform) software, and we use that to collect all data from all parts of the truck,” Wilson explained. But they also use Cummins because their products can come in any of the many vehicle types IEFM sees. With this software combination, Wilson noted that this lets the shop be as versatile as it needs to be.
“Having the combination of both for a shop that works on so many different models is what really helps,” Wilson stated, adding that the shop was planning to purchase some Ford software as well to handle tests that they can’t with their multi-platform systems.
To help keep down the costs of software purchases, Wilson said that she gauges whether the cost is worth it or not based on if the job they need the technology for will be repeated. For instance, she said that IEFM used to only see five or so Hinos a year, but now, the shop services five a month or five a week.
“The Hinos don’t talk to the other stuff very well, so because there is a need to have [their software], we invest in it,” Wilson concluded.
