Service Station & Garage Management .COM
SSGM READ BY AUTOMOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955
OCTOBER 2009
J.D. Power and Associates finds success, challenges for independents
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October 2009
Vol. 39 No. 10
what’s inside
EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com ASSISTANT EDITOR David Halpert (416) 510-6784 david@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com PUBLISHER Marc Gadbois (416) 510-6776 marc@ssgm.com CIRCULATION MANAGER Selina Rahaman (416) 442-5600 ext 3528 srahaman@bizinfogroup.ca SUBSCRIPTION ENQUIRIES Roshni Thava (416) 442-5600 ext 3555 ART DIRECTOR Ron Taylor PRODUCTION MANAGER Steven K. Hofmann (416) 510-6757
See Page 12
PRINT PRODUCTION MANAGER Phyllis Wright
See Page 14
VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou
Cover Story: J.D. Power and Associates
PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton
NAPA takes top-spot for customer satisfaction, but study finds worrisome trends. . . . . . . 12
Filter Update
AWARD-WINNING MAGAZINE
Extended Drain Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
David Meunier Making change happen comes down to leadership. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CAT Common sense about automotive sensors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Tire and Wheel Jim Anderton tests new Yokohama, Goodyear tires; reports on tire recycling. . . . . . . . . . . 28
Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 CARS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Advertiser’s Index. . . . . . . . . . . . . . . . . . . . . . . . . . 35 Internet Directory/Sudoku. . . . . . . . . . . . . . . . . . . 36 Crossword. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Last Word. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 We acknowledge the financial support of the Government of Canada, through the Canada Magazine Fund, toward our editorial costs. We acknowledge the financial support of the Government of Canada through the Publications Assistance Program towards our mailing costs. PAP Registration No. 11028
In association with CANADIAN
AUTOMOTIVE
Service Station and Garage Management is published monthly by Business Information Group, a division of BIG Magazines LP, a leading Canadian information company with interests in daily and community news papers and business-to-business information services. Subscription rates: Canada $51.95 + GST + applicable taxes per year; $82.95 + GST + applicable taxes for 2 years; single copy price $7.00 + $0.42 GST + applicable taxes. USA $91.95US per year; single copy price $10.00US. All other foreign in US $93.95 per year. All rights reserved. Printed in Canada. US office of publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-5709. Periodicals Postage Paid at Niagara Falls, NY. USPS #009-192. US postmaster: Send address changes to Service Station and Garage Management, PO Box 1118, Niagara Falls, NY 14304. Return undeliverable Canadian addresses to: Circulation Dept., Service Station and Garage Management, 12 Concorde Place, Suite 800, Toronto, ON Canada M3C 4J2. Postmaster: please forward forms 29B and 67B to 12 Concorde Place, Suite 800, Toronto, ON Canada M3C 4J2. Printed in Canada. All rights reserved. The contents of this publication may not be reproduced either in part or in full without the consent of the copyright owner. From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please Member of the Canadian Business Press Member of the Audit Bureau of Circulations Publications Mail Agreement #40069240 ISSN 0008-2872 Member of
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4 SSGM October 2009
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07/10/09 11:23 AM
|| Tom’s Editorial
Don’t be afraid of your customers I
By Tom Venetis, Editor
What customers want is a clear explanation of what needs to be done, a set of options and an honest appraisal of the cost that has to be paid to do the work right the first time.
n this issue, SSGM Magazine reports on the ever-insightful J.D. Power and Associates annual customer satisfaction survey. I won’t bother going into the details, as I know all of our readers will take the time to read the analysis we have provided. Instead, I would like to touch upon an issue that has come up several times over the years in conversations I have had with shop owners and with other analysts about how we in the industry deal with customers; something that has a direct impact on customer satisfaction and our future success. In November, Murray Voth of TACT, will highlight what I think is one of the greatest problems we have with customers, that we are often too afraid of them and our fear causes us too often to undercharge for work or to give away work for free. What J.D. Power annually highlights is customer satisfaction is based on a matrix of several factors, one of which is the honesty of the shop owner and his technicians in diagnosing vehicle problems and charging for the subsequent work. Now let’s zero in on the key insight: this honesty is not about discounting or giving work away for free. Customer satisfaction is not influenced by any of those two things. What customers want is a clear explanation of what needs to be done, a set of options and an honest appraisal of the cost that has to be paid to do the work right the first time. Do that, along with the proper investments in technician and service writer training and you have a winning combination when combined with the other factors that keep customers coming back. So why do we too often indulge in such things as discounting work, offering underpriced oil changes or not charging for diagnostic work? Murray Voth gets to the heart of the matter. It is fear of the customer. We are too afraid that if we honestly charge for the work to be done we will see the back of our customer and the vehicle driven or towed somewhere else. Instead of charging $328 for the work, we instead charge $299 thinking that will keep the customer happy and coming back. It might, except that we are now scrambling to make up that lost revenue somewhere else. It may not seem like a lot, but over time and several hundred repairs and maintenance jobs later, the loss is substantial. Let’s be honest. We have nothing to fear from our customers. They will not walk out the door if you charge them that $328 as long as you explain what each step in the job costs. Even charging for diagnostic work is something that can be explained to them. Diagnostics is something that requires a skilled technician to do and to correctly interpret the codes so as to recommend the right course of action. It is not something anyone can do and you have to charge accordingly. Trust me they will understand. If not, ask them this. Could they walk into their dentist’s office and have an examination and then walk out without paying for that consultation, no matter how minor that examination was? The same goes for electricians. Like dentists, they are professionals and experts in what they do. If you call them they will charge you for diagnosing your electrical problem and outlining an appropriate fix. Well, we are experts as well and we should charge accordingly and honestly for that expertise. Customers do understand that. You are doing no favours to your business or your customers by underselling your work and knowledge.
What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM October 2009
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|| News Briefs ‘Right to Repair’ bill could become law by next spring
Bill C-273, otherwise known as the Right to Repair bill, could become law as early as next spring if things go smoothly through Parliament, according to Automotive Industries Association of Canada. After a lobbying effort by AIA of Canada and its members, Bill C-273 was passed in Parliament last May, thus sending it to the Standing Committee on Industry, Science and Technology for review this month. “[The bill] has passed second reading and received a vote of 248-17 to be referred to the Committee,” says Scott Smith, director of government and industry relations for AIA Canada, “I hope the Committee finds the Bill valid and if there are amendments to be made that will improve the bill that those amendments are made, and that the bill goes back to the House for a vote. If everything goes smoothly it could be with the Senate as early as the New Year, and the bill could become law early next spring. “If passed, Bill C-273 would amend framework legislation for the Competition Act and the Environmental Protection Act. Under the Environment Protection Act, it would harmonize with the U.S.’s Clean Air Act and would require carmakers to share information with the aftermarket that could be accessed over the Internet. The Competition Act would be the policing function, such that if there was a challenge with compliance with auto manufacturers, there would be an opportunity for the Competition Bureau to take whatever company is non-complaint to task, assuming the legal tests were met.” The bill would effectively give independent service centres and technicians the same access to tooling and training information as their OEM dealership counterparts. In a separate related matter, last month, Federal Industry Minister Tony Clement announced a voluntary Right to Repair agreement between the automakers and the aftermarket, raising questions among supporters of the Right to Repair Bill. 8 SSGM October 2009
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According to NATA, the Canadian Automotive Service Information Standard (CASIS) would allow automotive repair facilities in Canada to access auto manufacturers’ service and repair information. Additionally, it would provide access to tooling and training information for local repair facilities across the country. The agreement stated that automakers will have the information made available no later than May 2010. However, missing from the announcement in Ottawa, was any mention of the Right to Repair bill currently working its way through the legislative process. In letter released by Marc Brazeau, president of AIA Canada to Minister Clement, states that AIA Canada and its partnering associations were excluded from the conversations between automakers and the aftermarket in participating discussions on the issue of access to information. While the voluntary agreement is being praised by vehicle associations and the government, not having broad aftermarket representation at the table has raised several issues. “We are at a loss as to explain why the car manufacturers would exclude AIA in these discussions in favour of a loosely affiliated organization that represents less than five per cent of the marketplace in very few provinces,” stated Brazeau. “Moreover, it is our understanding that this organization also represents new car dealerships within its membership, clearly a conflict of interest.” The potential dates for Bill C-273 by the Standing Committee on Industry, Science and Technology are October 7, the 19th, or the shortly thereafter.
WORLDPAC to include Permatex products
WORLDPAC has expanded its general purpose category to include a selection of Permatex products, including adhesives, anti-seize compounds, brake parts lube, disc brake lube, engine degreaser, hand cleaners, sealants, and other popular products from the brand. Permatex Inc. is a leading manufacturer of chemical products to the
automotive maintenance and repair markets. The company is a recognized leader in the introduction of new products and services in the automotive aftermarket as well as recognized brand names such as Permatex, the Right Stuff, and Fast Orange. To order Permatex products through WORLDPAC customers should refer to speedDial, WORLDPAC’s online catalogue and fulfillment ordering software, or contact their Sales representative. For more information, visit www.worldpac.com or call (800) 463-8749.
NGK names Schwab VP of the U.S. aftermarket division
NGK Spark Plugs (USA), Inc. announced the promotion of Michael Schwab to the position of vice president of the Aftermarket Division. Schwab, a 20-year veteran in the aftermarket, has been with NGK since 1989 and previously served as director of sales and marketing for North America. In his new role, Schwab will oversee sales and marketing functions for NGK’s Aftermarket and OES channels. He reports to Hideyuki Koiso, president and CEO for NGK.
Unperformed maintenance drops by US$5 billion in 2008, according to AASA
According to the Automotive Aftermarket Status Report 2009, the annual market analysis and research report recently released by the Automotive Aftermarket Suppliers Association (AASA), the rate of unperformed and underperformed maintenance in the United States dropped from US$55 billion in 2007 to US$50 billion in 2008. Steve Handschuh, president and COO of AASA noted, “The safety implications of the large number of undermaintained vehicles on the road are an enormous concern of the automotive aftermarket. While some neglected maintenance will only lead to more costly repairs later, others have a direct relationship to the safety and drivability of the vehicle.” “Unperformed maintenance also represents a significant portion of the potential market for automotive afterwww.ssgm.com
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|| News Briefs market products, which we designate in our ‘Status Report’ as the Untapped Market,” Handschuh added. “This untapped market represents 21 per cent of total aftermarket potential.” To a large extent the paradoxical drop in underperformed maintenance in an economic downturn was due to consumers curtailing travel due to high fuel prices. Unperformed maintenance is the difference between actual aftermarket activity and the potential size of the aftermarket. The drop in vehicle miles of travel in 2008 decreased the overall potential while at the same time, consumers attempted to protect their investment in their vehicles and improve fuel economy with better vehicle maintenance. “Our research indicates, however, that these consumers will find funds to keep the old car running until their job situation improves,” Handschuh said. “They can ill-afford either the loss of their transportation or the purchase of another car.”
Air just met its maker.
Affinia launches public awareness Web site
Affinia Global Brake & Chassis has taken its fight against “lightweight rotors” to the public. The brake component manufacturer and a unit of Affinia Group Inc., has announced that it has launched www. badbrakes.net as part of its continuing public awareness program on the potential safety risks associated with a class of lighter and thinner brake rotors that do not meet original equipment (OE) specifications. Earlier this year the company launched a lawsuit accusing Dura International of falsely advertising its products as meeting or exceeding OE specifications. According to Affinia, the new website is intended to be a clearinghouse for news, expert advice and commentary, and conversational give-and-take on the topic of “lightweight” or “thinwall” brake rotors. The company says that the site, which is not intended to promote Affinia products, will serve as an information exchange among readers and help brake specialists to develop best practices.
Purolator Web site goes multilingual
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Purolator’s current Web site, purolatorautofilters.net, can now be accessed in a variety of languages including Canadian French and Canadian English, Mexican Spanish and Mexican English and American Spanish in addition to its current Web site in English to make the site even more customerfriendly. “Whether it is a DIY consumer who has decided to change a filter on his vehicle to save some money in these tough economic times or the automotive professional who has a technical question, it’s always easier to understand when the communication is in a language that is familiar to you,” said Ramon Nuñez, director of filtration for Bosch, joint venture owner of Purolator Filters NA LLC. “Customizing the Web site for users in Canada, the U.S., and Mexico also allows Purolator to provide each
market the information that is relevant and applicable to that market.” By making the Web site more attractive to non-native English speakers, Purolator is expanding information about the usefulness of its products to consumers and repair shop personnel in even the more ethnic neighborhoods of Canada, Mexico, as well as in the U.S. To learn more about Purolator filters and the filtration category, please visit www.purolatorautofilters. net.
Continental Tire Canada opens warehouse in Oshawa
Continental Tire Canada, Inc. celebrated the opening of its new warehouse in Oshawa. The Oshawa facility is the newest addition to its company banner and offers multi-model access (including rail), a climate controlled environment, and sub-assembly facilities. John Gray, mayor of Oshawa, Mario La Barbera, president Pival International, Oliver Winschiers, general manager Continental Tire Canada and Dominique Lacroix, director of logistics Continental Tire North America led the grand opening ceremony with welcoming remarks and officially opened the warehouse by cutting the ribbon. “It is great to announce such good news these days,” said Oliver Winschiers. “As part of our continuing effort to advance our logistics and continually improve our future service performance levels to our customers, I would like to say thank you to Pival and the City of Oshawa for their tremendous support.” Continental Tire Canada will have up to half a million tires inventoried in the Pival facility with approximately 20 trailers arriving and leaving the warehouse daily.
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|| J.D. Power Report
Recession takes its toll on automotive maintenance spending Consumers will spend again, but independents will face increased competition from remaining dealership operations By Tom Venetis, Editor
T
his year’s annual J.D. Power and Associates Cana dian Customer Commitment Index Study, which takes a close look at Canadian’s satisfaction with service operations across the country, has found some interesting, if worrying, trends. These trends will have significant impact on Canadian independent service providers, especially in the next few years as the automotive landscape goes through some dramatic changes.
Canadians hold onto their repair, maintenance dollars
This year’s Canadian Customer Commitment Index interviewed some 14,000 Canadian car owners, with vehicle ages ranging from brand new to 12-years-old. In previous years, Canadians spent a considerable amount on repairing and maintaining their vehicles, with each successive year increasing. For example, in the J.D. Power survey last year, Canadians with vehicles ranging in age from four- to seven-years spent some $823 in 2007 on vehicle repair and maintenance, and this year J.D. Power reported that in 2008 spending rose to $920. But the global recession and credit crunch has taken its toll. According to this year’s study, “average annual spending on vehicle maintenance and repair services has declined to $856 in 2009.” Darren Slind, senior director, national leader for client
solutions with J.D. Power and Associates in Toronto, says the decline is a natural reaction to worries people have about the overall economy: if you are worried about your job and the economic slowdown, you begin to cut back on discretionary spending, and automotive repair and maintenance is not immune to that same pressure. But Slind is quick to add he suspects this decline is temporary. “At some point, in the attempt to save dollars in these difficult economic times, the consumer may be risking the safety of their vehicle,” says Slind. “So it is not a wise decision and we believe some of the (missing) dollars will come back into the market. Not investing in the upkeep and maintenance of your vehicle will cost a lot more.” Traditionally, the battleground between independents and dealer service operations happens when vehicles enter the three- to four-year ownership mark. This is when most vehicle warranties begin to end and many owners feel they can continue with their dealers’ service operations or safely move to an independent for any maintenance and repair needs. For the last few years, independents have been making headway against the dealership operations. This year, independents account for some 59 per cent of the estimated $11.2 billion annual service market for vehicles between three- and 12-years-old. In 2008, independents had 57 per cent of that market and in 2007, it was 56 per cent. Two-percentage points may seem like a very small number, but it is some $220 million dollars that flowed to independents away from dealership service operations. But this is where the story get’s interesting because a fierce battle is now going to happen between the independent and the dealer operations for those millions of dollars, and for the pent-up service dollars that will start flowing once the economy turns around.
Don’t expect dealership operations to go away
This year saw dramatic changes at the three major North American auto makers, with General Motors announcing bankruptcy and re-organizing, shedding some of its vehicle brands and shuttering dealership operations in an effort to 12 SSGM October 2009
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www.ssgm.com
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J.D. Power Report ||
overcome declining sales as a result of the credit crisis. The dealership closures by some of the automakers continue to attract a lot of attention, most particularly, by independents that see the closures as an opportunity for increased revenue for themselves. The orphaned car owners, it is assumed, naturally turn to the independents for vehicle repair and maintenance. Slind warns this may not be the case. He points to an interesting statistic. In the four- to six-year-old age range of vehicles, dealership service operations can maintain nearly 50 per cent of the vehicle service market with very little or no active recruitment of those customers on their part. Now, with the number of dealership service operations being reduced, the remainder will likely aggressively go after the owners of vehicles four-years-old and older who they don’t already have, but will directly target that lucrative group of owners in that critical three-year-old vehicle category who are likely debating either to make a transition to an independent service provider or to stay with the dealership operations now that the vehicle has come off of its warranty. “I don’t think dealers are going to take this lying down and there will be a concerted effort (and a battle) for that three-year-old car customer,” he says. “The challenge for the dealer is not so much to get those people back, since once the customer has decided to leave the dealership for the majority of their service – and they find a good aftermarket provider they trust and who provides quality and value – it is very difficult for the dealers to get them back. The challenge, instead, will be one of prevention, to deliver such good service and such a great ownership experience, that a higher percentage of those customers, once their vehicle comes off of warranty, decide to stay with the dealership operation.” So what is it that the dealerships are going to emphasize and what will independents have to counter with? The key will be striking a balance amongst several key factors that play into customer satisfaction. These can be broken down into the quality of the work, time, aggravation and risk involved. Within those factors are such things as the www.ssgm.com
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quality of the interaction the vehicle owner has with the service advisor, the overall impression of the facility to the customer and the willingness to work with the vehicle owner’s schedule. What may be surprising to some is that price, while certainly a factor, is not often a critical factor in keeping people coming back to a service operation, especially if other key factors meet a person’s expectations and demands. “It is not really so much the dollar they are paying, but can they get an experience that is respectful of their time, both in getting the vehicle in for service and will the vehicle be ready when the service provider says it will be ready. Risk comes down to if the service provider is putting in high-quality parts, is the vehicle fixed right the first time when it is brought in for a repair and how convenient are you to do busi-
ness with. Several other interesting findings were when customers were asked how service providers could make their hours of operations more convenient, nearly 40 per cent said extended weekday and evening hours; higher levels of satisfaction were recorded when customers said when the service advisor provided a full explanation up-front for all the work to be done. “The person at the front desk is the person who will create the impression of trust, value and confidence,” adds Slind. “We know from our data that it is critical to build value even before the car goes into the shop.”
NAPA takes the top spot
As with every year of the study, J.D. Power and Associates names the service provider which scored highest in customer satisfaction amongst Canadian vehicle owners. This year, NAPA Autopro took the top spot, with OK Tire, Pennzoil, Certigard and Jiffy Lube following. On a 1,000-point scale, NAPA Autopro scored 876 with high marks being given by Canadians for service initiation, the quality of the service advisors, the quality of the work provided and vehicle return. “It was the solid and consistent performance on tackling all the elements involved in producing high customer satisfaction and a winning customer experience that gave them that top spot,” says Slind. He adds NAPA Autopro has over the years invested heavily in technician and customer training, as well as offered in-depth management training and customer retention technologies. “There is a real culture around creating customer satisfaction.” David Redinger, owner of Doctor H Honda in Toronto and NAPA Autopro shop says he is not surprised NAPA Autopro grabbed the top spot this year. He cites the com pany’s commitment to the education of its service operations and investments in customer satisfaction training and business management. As well, he cites the company’s emphasis on doing the job right the first time and using quality parts in all repairs. SSGM October 2009 SSGM 13
07/10/09 11:26 AM
|| Filter Update
The Great Extended Drain Interval Debate
By David Halpert, Assistant Editor
W
hile some new vehicles today are being manufactured to last more than 50,000 kilometres without a tune-up, it is still common for many technicians and some auto makers to recommend oil and filter changes every 5,000 kilometres to help maintain engine reliability. But over the last decade, there has been an increase in the number filter options and oil formulations offered by manufacturers that now allow vehicle owners to extend the
14 SSGM October 2009
p 14 16 18 filters.indd 14
drain interval well beyond, in some cases, the traditional 5,000 kilometre point where it would be recommended to change the oil and filter. One can’t help but wonder what had led to this trend towards extended drain intervals. What roles do oil manufacturers and OE car manufacturers play in the move towards this trend?
The Extended Drain Interval
So what is the extended drain interval?
If you’re a filter manufacturer in this product category you’re likely describing a type of filter in your existing filter product line. Honeywell CPG, for instance, offers its Xtended Guard Filter as its flagship product in terms of longevity for under its Fram line, rated to provide engine protection for up to 10,000 kms. Simply, the extended drain interval describes technologies, with oil filters being one technology, that allow a greater time between having to change the motor oil and filter. continued on page 16
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07/10/09 11:27 AM
|| Filter Update
Most of K&N’s canister type automotive and marine oil filters come with a 1-inch nut welded to the top of the canister so they can be easily wrenched-off with a standard tool, while most of their canister type motorcycle and ATV oil filters come with a 17 mm nut.
“Extended drain intervals can be the result of several factors: improved oil formulations, improved filter designs and materials, as well as improved design of the vehicles themselves, materials, technology and tighter tolerances in manufacturing resulting in less friction causing wear,” says Brian Fleming, director of marketing for Wix Filters.
It is not uncommon for manufacturers of oil filters to offer several options across their filter lines. Honeywell spreads its FRAM line even further by offering technicians four options. The Extra Guard, the Tough Guard and the Xtended Guard filters are based on increasing dirt trapping and dirt holding capacity, and require
How do modern oils help in extended drain intervals?
After all, what good is a filter if there isn’t any oil in the engine? The oil market has changed dramatically over the last decade, and the development of stronger, more robust formulations has led to better engine performance and longer replacement rates.
Extended drain intervals can be the result of several factors: improved oil formulations, improved filter designs and materials, as well as improved design of the vehicles themselves.
replacement every three- to four-thousand miles, 7,500 miles, and 10,000 miles respectively. “[The extended drain interval] is associated with three things: modern oil technology (that is, synthetic oils and semi synthetic oils that have much more resistance to sludge and the breakdown of additive packages); oil monitoring systems built into most modern cars; and increased life filter capacity (the ability to hold and trap dirt),” says Jay M. Buckley, technical training manager for Honeywell’s Fram filter line. He is also an ASE Certified master mechanic for over 30 years of experience under his belt. 16 SSGM October 2009
p 14 16 18 filters.indd 16
“A big factor is the emergence of synthetic oils and high-performance oils that are more stable over time. I think back to twenty or thirty years ago when the oil wouldn’t really hold up for an extended length of time. You had to do an oil change,” says Tim Martin, vice-president of K&N Engineering, Inc. “There might be factors like the amount of contaminants that the engine’s producing or that’s entering into the engine. Today’s engine tolerances are so much tighter and oil itself is more stable.” Still, even with improvements in motor oils and filters, there is still much debate over extended drain intervals. continued on page 18 www.ssgm.com
07/10/09 11:27 AM
p 17 Honeywell ad.indd 17
07/10/09 11:28 AM
|| Filter Update continued from page 16 Should vehicle owners really wait to change the oil and filter at 10,000 kms., for example, or even longer, just because the manufacturers of the products or even the vehicle’s owner’s manual suggests that it should? Many technicians, in reality, continue to recommend oil changes every 5,000 kilometres, and the reason has A big factor is the emergence of synthetic oils and high-performance oils that are more stable over time. I think back to twenty
Since 1954 when they patented the first spin-on oil filter, Wix Filters has been a leader in oil filter technology and performance for passenger cars, light trucks, heavy trucks and buses, and off-highway vehicles.
or thirty years ago when the oil wouldn’t really hold up for an extended length of time.
to do with maintaining the integrity of the engine and the protection the oil and filter provides to the engine’s sensitive parts. While nearly all aftermarket oil filters do an excellent job of screening for contaminants and can
usually last past their quoted lifespan, it is the oil that re-circulates through the engine system, maintaining its performance and maximizing service life over time, that ultimately drives the engine forward. During normal engine operation, the oil becomes contaminated and the filter works to remove those contaminates, which slowly becomes saturated. Over time, the accumulation of those deposits in the oil filter makes it harder to remove contaminates and there is an impact on engine performance. So even if the oil
and filter maker recommend a longer drain interval, and the car’s manual agrees, technicians are reluctant to push the next oil and filter change right to the limit. Instead, they will recommend to change the oil and filter before at recommended change interval in order to make sure the contaminate build-up does not harm the engine and performance. “I would say that the biggest misconception is one (change) interval for all circumstances. I think that personal driving habits, the condition of the roads, the general maintenance of the vehicle, the climate, the demand you’re putting on the vehicle, all effect how frequently you should change the oil,” continues Martin, “I think the downside to not changing oil frequently enough is far greater than doing it earlier than normal.” SSGM
REFERENCE LIST Honeywell International Inc., makers of Fram oil filters www.fram.com K&N Engineering Inc. www.knfilters.com It is not uncommon for manufacturers of oil filters to offer several options across their lines for both technicians and consumers. Purolator, for example, makes its distinction between its premium product (PureOne) and its standard product (Purolator Classic), based on filter efficiency and price. 18 SSGM October 2009
p 14 16 18 filters.indd 18
Purolator www.purolatorautofilters.com Wix Filters www.wixfilters.com www.ssgm.com
07/10/09 11:27 AM
p 19 Cardone ad.indd 19
08/10/09 2:07 PM
|| Jim’s Rant
Are you sick?
By Jim Anderton, Technical Editor
SSGM may be the biggest aftermarket trade magazine in Canada, but when it comes to health sciences, I’ll admit freely, it’s not where I look for medical advice. This time, however, it’s a little different because of a health issue.
SSGM may be the biggest aftermarket trade magazine in Canada, but when it comes to health sciences, I’ll admit freely, it’s not where I look for medical advice. This time, however, it’s a little different because of a health issue that has some relevance to the repair trade: swine flu. Swine flu, or more accurately, the H1N1 virus, is all over the media these days, usually described as an “epidemic” or “pandemic” with lots of scary talk about the worldwide uncontrolled spread of the virus. I think it’s time to get a few facts straight about the swine flu and the risks to the aftermarket. This is a flu, not AIDS, not cancer or diabetes … but you’d think it’s all of these plus more from the media coverage. H1N1 and the other subtypes are common to pigs but are rarely transmitted from animals to humans. It’s not present in cooked pork products, so it’s safe to grill those sausages. The symptoms are like, well, flu. Expect a fever, sore throat, chills, aching muscles, headache, coughing and the general weak-as-a-kitten malaise that we all know well from past flu seasons. If you get it, you’re going to get better. This is a flu, and if you’re reasonably healthy to begin with, it will pass. Take lots of fluids, rest and take an analgesic for the aches and pains. Do you need to rush to the hospital? Probably not. Many Canadians will get this flu, recover and never know it was the swine flu strain. If your immune system is compromised by some other disease or illness, take extra precautions, but don’t panic. Age matters … and in this case it’s one of those rare instances where being older helps. There was an outbreak in the mid-70s, so if your hair is going grey, (fair disclosure here) you may already have some resistance to the strain. Kids are more susceptible. There will be a vaccine soon. By the time you read this, the vaccine may already be available … go get it. Forget the media hype about side effects and crazies who don’t inoculate their families … it’s free protection so take advantage of your health care tax dollars to reduce illness in the country. This one is probably the most important: you can do simple things on the job to help stop the spread … the reason I’m talking about the swine flu is because the repair aftermarket is retail business. You probably deal with many people, and many strangers, every day. This makes your business a higher probability site for an outbreak … which can hamper your operation for sure if half the staff is home sick. It’s unbelievably simple: wash your hands! Put out bottles of hand sanitizer in the employee and customer washrooms and on the service writer’s desk. If you shake a customer’s hand, don’t touch your nose or mouth area until you can wash and/or disinfect. Be discreet. These steps can drastically reduce the chance of an outbreak in your shop. And the final point? If you’re already sick, stay home! I know you need the money, and the business can’t run without you, but what will you do if you infect the whole team? None of this is anything but the same common sense handed down from our parents and grandparents, but we have to relearn it every once in a while. Wash your hands and don’t sneeze over people are rules most of us learn in kindergarten … so we don’t really have an excuse, do we?
Do you agree? Disagree? Let us know! letterstotheeditor@ssgm.com 20 SSGM October 2009
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07/10/09 11:28 AM
Meunier on Management ||
Implementing Change:
A Challenge of Leadership By Murray Voth, TACT (Total Automotive Consulting and Training)
L
ike many of you, I spent a what it takes to be the leaders of our wonderful week at a cabin by industry; but there are others who are the lake this summer. One of stalled. What is it about us that cannot the other guests, a few doors down, accept change, or our unwillingness to was an economist. He was telling me make changes? Is it fear or laziness; or how companies and governments have is a lack of understanding or informahired him to evaluate and analyze tion? Or are we just passing the buck? financial situations and make recomIn my work as a management trainmendations. He also said in some cases, er, I am actually called an “Impleeven though the facts indicated what mentation Coach.” It is my task to changes should be made, the depart- bring training in the form of industry ment heads, CEOs or business owners benchmarks, financial and operational would either ignore the recommen- measuring tools, and systems and prodations or twist the information and cedures for our clients to achieve those misapply it. I found it interesting that benchmarks. Once the information has I experience the same thing as a trainer been taught, I coach shop owners and consultant. Don’t me wrong, TACT 1/2 PG JUNE AD get 5/29/07 10:12 and AM managers Page 1 in the process of implethere are lots of shop owners doing menting what they have learned. This
sounds straightforward, at first glance, but it is far from it. There are varying learning styles, varying management and leadership abilities or experience, and varying ability or desire to effect change in the business. I have identified three stages of implementation required to achieve the required financial and operational benchmarks that give a shop owner the profits and time to enjoy being in this business. Each of these expands into many more topics and issues, but let’s focus on these three for now. The first stage of implementing change is gaining knowledge and learning new methods. All of us need to keep up with the pertinent technical
Get back to enjoying your business! Learn how to improve your repair facility’s profitability, productivity and reduce your stress.
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Advance PROShop Manager Modules – Full day topic specific sessions designed to allow you to get answers to your own shop challenges. Topics include: ● SHOP SYSTEMS & PROCEDURES ● ADVANCED SERVICE ADVISOR SKILLS ● PROFIT IMPROVEMENT STRATEGIES
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p 21-22 34 Meunier.indd 21
October 2009 SSGM 21
07/10/09 11:29 AM
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22 SSGM October 2009
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|| Meunier on Management and management information for our particular job, business or industry. We need to read our industry publications, pertinent books and find training that is current and applicable to our situation. There are several live and online choices in Canada. Here are some of the excuses I hear from shop owners: “I don’t have time,” “I don’t like reading,” or “I have been doing this for a long time, I think I know what I am doing.” My responses are, if you don’t make time now, the future will not improve. Remember the old saying, “A stitch in time, saves nine.” There are a lot of alternatives to reading. Use books on CD, listen while you are driving, or download them to an iPod or MP3 player and listen while you exercise. The hardest excuse to respond to is the last one. But I have learned something about this excuse, both from reading and experience. What some of these shop owners actually mean, but are not conscious about, is the following: “I have been doing this for 25 years and it has not really been the success I had hoped for, how is it possible that I was doing it wrong all this time? I thought I was doing the best I knew how.” That last sentence is correct, it is the best they knew how; but things have changed a lot, there is a lot of new knowledge, methods, and issues to deal with. We need to be constantly learning to keep in the game. The second stage of implementing change is being able to change our personal beliefs, values and habits as they relate to the business. Just because we learn something new does not mean we necessarily accept it. Some folks find this easier than others, and in some cases make some progress and then get stalled. As an Implementation Coach it is my job to help owners identify the areas that they stall in. As an example, research done by J.D. Power and Associates and Runzheimer International shows when a vehicle owner maintains their vehicle they save between 46 and 53 per cent over someone who only fixes what is broken. I still meet a lot of technicians and shop owners who do not believe this. They are still waiting for the phone to ring or a tow truck to come
in so that they can replace a broken component or do a brake job. They think that changing key vehicle fluids is ripping off the customer, or they think they make more money being a breakdown shop versus doing maintenance work. This is a deep-seated belief in some cases, but things will not improve for that shop till it changes. Do an informal survey at some point. What do automotive technicians usually drive? I will leave this question rhetorical for the time being, but the answer usually exposes a deeper fact, that many technicians in this industry are underpaid and have never experienced what it is like to drive a newer well-maintained vehicle. The third stage of implementation is being able to teach your team the new knowledge, coach them through their belief changes, and lead the way through the changes in the business. Sounds great on paper, but the reality is, this is where most of us stall. We have never thought of ourselves as teachers, coaches and leaders. We are the owners and the bosses; they should just do what we tell them if they know what is good for them. How can you expect change from an employee when you yourself are unable to implement change? When you build step by step it is not as hard as you think. Many of the skills you need for this level can be learned quickly. Regular staff meetings, regular staff reviews, proper interview skills, and creating meeting agendas are where you need to start. Many of us in this industry are not very good communicators; the good news is that you can learn this skill. I highly recommend finding a local Toastmasters club and try it out for a few sessions. In less than a year you can learn to run a meeting and be comfortable communicating in small groups. Each of these topics can be expanded further, but I think you get the idea. There are a lot of resources available for this stage of implementation. Fear, laziness, lack of responsibility, which is it? If it is fear, take the time to think about what it is you are afraid of. If it is laziness, think about what motivates you and see if there is a concontinued on page 34 www.ssgm.com
07/10/09 11:29 AM
Engine Misfire or TCC Chuggle? By Mike Farrell Curriculum Developer CARS A customer complains of an intermittent misfire, surge or chuggle that occurs at highway cruising speeds on a late model front wheel drive vehicle. The vehicle is equipped with a V6 engine and an electronic four speed transmission. The technician checks the vehicle for trouble codes, but there are no codes stored. As the condition is intermittent, the technician is having difficulty duplicating it—what could be the cause? Is it a lean engine misfire or a transmission issue? If this condition is encountered, begin your diagnosis with a good v isual inspect ion of the eng ine wiring harness. Make sure the harness has not rubbed through on any of the engine or transmission brackets, brake or fuel lines, then road test the vehicle and command the Torque Converter Clutch (TCC) ON. This should eliminate the chuggle. Cont inue you r diag nos is b y inspecting the TCC brake switch and verify the switch is not cycling ON and OFF while driving. If the TCC slip speed is less than 30 RPM, the cause will be an engine performance issue and the lean misfire diagnosis should be followed. If commanding the TCC ON did not eliminate the chuggle the cause will most likely be internal transmission leaks If the visual inspection did not reveal any wiring issues, the TCC brake switch tested good and commanding the TCC ON while driving does not eliminate the condition, use the scan tool to take a snapshot of the event. Use the scan tool or scope to graph the TCC duty cycle and look for a saw toothed pattern that ranges from 40 to 80 per cent. If this style of pattern is displayed on the graph then the pressure control solenoid is out of range and is causing the chuggle/misfire. If a scope or scan tool is not available, a transmission pressure gauge can be substituted— the gauge needle will oscillate when the condition is evident. To correct the condition the pressure control solenoid will have to www.ssgm.com
p 23 CARS advertorial.indd 23
be replaced. Once the pressure solenoid has been removed it would be a good idea to inspect the main line pressure regulator valve which is located behind the pressure solenoid. The regulator valve should be inspected for sticking and binding
ning the valve and bore make sure the machined surface of the valve body is facing down so any debris will fall out of the bore. Use clean transmission fluid to reassemble the valve body and verify that the regulator valve will move freely within its
in the valve body bore. If the valve is binding in the valve body, the valve body will have to be removed for cleaning. With the valve body on the work bench carefully push the valve against the return spring and verify that the valve will return to its original rest position. If the valve does not snap back to the original position, it will have to be removed for further inspection. Remove the valve and inspect it for scratches and scoring, use your fingernail to determine if any scratches are too deep. Move your fingernail over the valve surface and if the nail catches any scratches, the entire valve body will require replacement. If the scratches do not catch on the fingernail, clean the valve and bore with brake cleaner and dry with shop air. When clea-
bore. Re-install the valve body. After replacing the pressure control solenoid or overhauling the valve body, the transmission shift adapts will have to be cleared. To clear the transmission shift adapts disconnect both battery cables and leave them disconnected overnight. Road test the vehicle to verify that the condition has been corrected. If the chuggle/misfire is still evident after this procedure, the vehicle electronic control or transmission control module will have to be replaced. Once the repair has been confirmed the technician can conf identially return the vehicle to the customer. For more information on automotive technology visit CARS OnDemand training at: www.cars-council.ca
October 2009 SSGM 23
07/10/09 11:29 AM
CANADIAN
AUTOMOTIVE Technician
Sensors Simplified You can learn a lot about automotive sensors with a little common sense By Jim Anderton, Technical Editor
When
it comes to drivability, emissions and even nostart troubles, these days it’s more and more about electronics. And with increasing complexity, it’s a natural instinct to go straight to the book … but is that the best first move? In many cases, sensors are the cause of the codes, and often they’re easy to diagnose quickly, narrowing down the troubleshooting options. The logic works like this:
1
Start with grounds. While this is a given for experienced techs, most manuals neglect this step. Poor grounding is the number one cause of erratic operation of every electrical circuit from the power antenna to the ABS, and grounding points are often buried or coated with grime. Before diving into the schematic, check the harness diagram for grounds and inspect visually and with a simple pull with your fingers. A good test lead can be made with a large crocodile clip on one end and a small alligator or spring hook on the other. Clip it to the negative terminal or sure ground and probe sensor ground wires. If you see a spark, or the sensor springs
to life, you have your issue. Sometimes it’s difficult to access body grounds … simply add a new one to the ground wire circuit. Remember, grounds cannot do damage if they short to the chassis, by definition, so tie into any clean metal as close to the sensor as possible. The engine pigtail is especially vulnerable. If it’s broken don’t forget to check the engine mounts and “dog bone” for excessive engine movement. Always use a new pigtail that’s as long or longer than the original.
2
Is there enough current? Modern vehicles can start with minimal cranking, so it’s possible for a bad alternator diode or regulator to wear out a battery, but to keep it limping along and causing havoc with sensors. If it’s a regulator, the test is easy, but a bad diode can leave marginal DC voltage, superimposed with serious ripple, again causing erratic sensor/ECU operation. Only a scope will show this dirty DC current. If the alternator is bad, stop the drivability troubleshooting until the issue is fixed because like computers, for electrical devices it’s “garbage in, garbage out.” If the ripple is serious, it could induce a faint pulse in adjacent wires in a bundle, generating a spurious input to the ECU that’s almost impossible to find. Start with good clean DC.
3
Old and new. The swinging needle of the analog multimeter is the preferred tool where a tech must see pulses or quick voltage rise in sensor circuits. 24 SSGM October 2009
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What kind of signal does it send to the ECU? There are two possibilities: analog or digital information, and circuit completion. An example of the former is the oxygen sensor, which by cross-counts lets the ECU infer the O2 content of the exhaust for mixture control. The simplest example of the latter is the oil pressure warning sensor, which grounds the lamp circuit when a pre-set pressure level is reached. A single wire sensor is a grounding device, so there are two easy tests, continuity and short circuit. Short this sensor and you can test the rest of the circuit, or use continuity to tell whether it behaves like it should. For a coolant temperature switch, for example, it will be open or closed in cold coolant, so something as simple as an electric www.ssgm.com
07/10/09 11:30 AM
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A.PVL.SUPER.248.4C.01.qxd
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CANADIAN
Mobil Super 1000
Technician
kettle can simulate its operation. If there are multiple contacts to the sensor, it’s likely sending information back to the ECU either as pulses (digital) or as varying voltage (analog). If it’s analog, can you use a potentiometer to simulate its action? Or can you tap into the sense wire and watch it work (or not work) in real time? If it’s digital, can you tap into the signal and use a scope at the signal source? A good example is Hall Effect crankshaft position sensors and ABS sensors, which feed a crude square wave signal back to the ECU. For many, you can check operation key on engine off by manually rotating the toothed reluctor wheel, either by cranking the engine or turning # a brake rotor. PROOF If you can’t use a scope, the next Client best tool is an analog VOM. Modern ______________ digital voltmeters are handy and rugged, but it’s hard to tell the pulse from Creative Director a Hall Effect device from the natural ______________ voltage fluctuation in the digits as the probes’ Art Director contact varies. There are times when the digital meter is the best ______________ choice, however. That’s the case when Copywriter a sensor uses low voltage values, where
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A.PVL.SUPER.248.4C 2.312" x 9.75"
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1
an older analog meter may load down the circuit and cause erratic operation. It’s ideal to have one of each in your box.
3
Does the sensor have a mechanical action? Thermo sensors are usually built with bimetallic thermostat-like technology, or as solid-state thermistors, but throttle position sensors have moving mechanical parts like a potentiometer. On your stereo, a bad one can make a crackling noise in your speakers … something similar in the ECU can cause chaos. Testing these requires solid connections between contacts and your meter, leaving hands free to cycle the shaft and watch for intermittents. The same goes for steering angle sensors … use alligator clips or spring hooks to minimize intermittents induced by your hands. Remember that some vehicle speed sensors operate off the speedometer, so a broken speedo cable can look like a dead sensor … and you won’t notice a bad speedometer in the parking lot. SSGM
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*Excludes severe service applications involving: racing and commercial use; frequent towing or hauling; extremely dusty or dirty conditions; or excessive idling. While under warranty change oil at the manufacturer’s recommendation.
Mobil, Mobil Super, Mobil 1 and the Pegasus design are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil licensee.
26 SSGM October 2009
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McGill Where the ECU is in the passenger compartment
DB
______________ and the sensors
under hood, a pass through connector like this is a common sight. This one Proof Buddy is easy to probe, but the colours are far from _____________ clear. How blue is blue? Clean the wires with a rag before you make a call, since tracer stripes are often small, faded or non-existent. You can waste hours probing the wrong line.
Inside a throttle position sensor. The arcs are the resistor elements which make contact with a “wiper” attached to the actuating shaft. As they wear, they can short or drop out intermittently, throwing an occasional code but testing as OK…connect to the ohms feature of your meter and slowly turn the shaft to watch for dropouts. www.ssgm.com
07/10/09 11:30 AM
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proof # Client
Creative Director
©2009 Exxon Mobil Corporation. Mobil, Mobil 1 and the 1 icon are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee. NASCAR is a registered trademark of National Association for Stock Car Auto Racing, Inc.
63 kilometres of commuting daily. That’s hundreds of kilometres a week, in all kinds of weather and often in stop-and-go traffic. It’s not a NASCAR race, but you still drive your engine hard. That’s why you need Mobil 1 technology. From the road to the racetrack, it’s proven to withstand some of the most extreme conditions. In fact, over half of all NASCAR teams choose Mobil 1 technology. So put some NASCAR in your car. Learn more at mobil1.com.
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dal
|| Tire & Wheel
Rubber
Recycling Revisited By Jim Anderton, Technical Editor
E
veryone who retails tires in Ontario has heard the complaints. “Disposal Fee? Why do I have to pay a disposal fee?” With its launch on September 1st, the new Ontario Tire Stewardship Program will make the tire recycling process invisible at the consumer level and easier for the retailer.
How it works
The OTS program funds collection, recycling and research by fees paid by “Stewards” at the tire importer/manufacturer side of the supply chain. A “Steward” is a manufacturer, importer
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or brand owner who sells tires to you, the tire retailer or “Collector.” The other participants in the program are scrap tire haulers as well as scrap tire processors and recycled rubber product manufacturers, the companies that will recycle the tire rubber into useful products. The production of rubber crumb and its use as a raw material are key to the program by creating the demand for scrap tires and driving the collection effort. Excess scrap tire inventory during the ramp-up of manufacturing capacity will be exported out of the province by OTS-approved haulers and in the first year of the program, OTS will award supply contracts for about half the anticipated surplus. By kick-starting the collection process ahead of manufacturing demand, the system can get up to speed quickly and begin to reduce scrap tire dump tonnage immediately. Registration with the OTS at program start-up includes over 360 Stewards, 1,500 Collectors, 97 Haulers and 20 Processors. From the retailer perspective, the industry will fund a program to remove and recycle your scrap tires without additional consumer charges or paperwork. The program will handle all tires with the exception of aircraft, toy and personal mobility (i.e. scooter or wheelchair) tires. The OTS program has ambitious goals for scrap tire management: • $23 million in investment in year one of the program. • A scrap tire tracking system to follow tires from “cradle to grave” eliminating illegal dumping. • A promotion and education program for consumers describing no charge recycling drop-off locations. • Funding for research and development into new tire-derived products.
Ontario’s new tire stewardship program will change the way the industry handles end-oflife tires Where retailers fit
As a tire retailer, you are a “Collector” under the program. OTS registered collectors of used tires are obligated to: • Report the type and number of tires collected. • Collect used tire drop-offs of their agreed tire types and up to four tires per individual with no purchase required. • Store tires according to standard environmental and safety regulations. • Use an OTS- registered hauler. • Keep a record of the number of tires shipped and the hauler who handled them. • Wait until 50 tires are accumulated (75 in Northern Ontario) before calling for a pick up. This number is negotiable between retailer and hauler. • No charge to receive a used tire from an Ontario resident. Why participate? Besides the free pick up of scrap tires, collectors receive 88 cents per passenger/LT tire ($3.05 per medium truck and OTR tire) in the first year of the program. Retailers also receive POS materials for customers and a listing on the OTS Web site. While the program will streamline the tire disposal process for consumers and retailers alike, OTS also can assist in planning a “Tire Amnesty” event at your business. The idea is to get scrap tires out of consumer garages and backyards and combined with your regular promotional program, can drive traffic to your business. SSGM
For more information including registration instructions, visit www.ontarioTS.ca or e-mail Collector@ontarioTS.ca. www.ssgm.com
07/10/09 11:31 AM
Tire & Wheel ||
Bosch Gets Things Rolling With Wheel Service Equipment By David Halpert, Assistant Editor
I
t has been more than two years since Bosch first delved into the wheel service equipment sector, firstly with the official acquisition of Beissbarth Automotive Group in April of 2007, and then a second acquisition of Accu Industries Inc. exactly one year later in April 2008. Now with more than a year-and-a-half behind them since acquiring both companies, it’s interesting to see how things have progressed since. Each company brought something new to the table for Bosch. With Beissbarth, it was an expansion of its chassis-measurement systems product segment and the addition of tire-servicing equipment. With Accu Industries, its strength was in the selling and providing technical support for its line of tire changers, wheel balancers, and wheel alignment equipment as well as the equipment itself. “Strategically we want to be able to offer diagnostic solutions to our customers. Looking forward we have to do more than just provide parts,” says Jim Frazer, director of marketing for Bosch’s Diagnostic Unit. “It’s the whole package and our customers don’t see [diagnostics] as split, they just see diagnostic as one portfolio which includes underhood as well as undercar products.” Normally, when technicians think Bosch, they think oxygen sensors, batteries, various diagnostic equipment, but not wheels. Working under the auspices of the Bosch Diagnostics Unit, their test equipment unit covers wheel aligners, wheel balancers, tire changers, nitrogen tire filling systems and brake lathes, in addition to software downloads, training, and technical support and sales. “Our challenge is no different than everybody else’s and that is the huge recession has really thrown a curb ball
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at us,” continues Frazer. “It’s been very difficult to find ways to be successful during this extreme downturn and that’s been our biggest challenge so far. “In general our wheel service products seem to be doing a little bit better than our diagnostic products. Basically, due to the impact of the recession, what’s moving the fastest right now are the low- and midpriced point products. What we find is that many of our customers are putting off capital investments this year in favour of waiting to see how things are going to go, and as a result they’re investing in lower cost equipment when they do feel the need to invest.” In addition to selling its equipment to independents and collision repair facilities, one advantage to Bosch’s
participation in the wheel service equipment sector is that Bosch supplies much of its own equipment to its participating members in Bosch’s car service program, which now includes nearly fifty garages across Canada. “A distinguishing factor is that our network is not a franchise network. They’re independent shops and they choose to become Bosch car service members and in doing so they get additional value at a program they get to participate in that we sponsor, but they’re still free to purchase whichever equipment they feel; however, we do offer them discounts above and beyond what others would get in the marketplace,” notes Frazer. “And we hope they invest in our equipment more than not.” SSGM
Above is the FWA 4000 series wheel aligner from Bosch. Below is the FWA 4630 wheel aligner with its 3D wheel alignment system for passenger cars.
October 2009 SSGM 29
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|| Tire & Wheel
Goodyear Gas-Saver Goodyear’s Assurance Fuel Max is a logical evolution of a strong retail brand
A
s Canada copes with the biggest global recession in a generation and environmental issues like global warming, doing more with less is fast becoming standard operating procedure, at home and in the office. If you sell tires for a living, the value proposition is more important than ever as cash-strapped consumers are tempted by low-ball imports. Goodyear’s response to this dilemma is a new version of the firm’s high-volume mainstream passenger radial, the Assurance Fuel Max. As the name implies, this tire is all about fuel mileage, which is really about reduced rolling resistance. Tires don’t in fact roll; they lay down a patch of rubber flat on the pavement then pick it up again, like the tracks on a bulldozer or backhoe. The process generates friction, and as the rubber flexes some energy is lost to heat, energy that comes from the fuel burned in the engine. This is why increasing tire pressures have a beneficial effect on fuel mileage. Unfortunately, higher
By Jim Anderton, Technical Editor
pressures also degrade ride and handling, so the goal is to combine the best attributes in one tire. Externally, the Fuel Max looks similar to the conventional Assurance product, but it’s the technology inside that drives the fuel savings. A key element is the tread compound, which replaces some of the traditional carbon black reinforcement with silica. Many premium tires use silica for additional wet grip and durability in a “soft” tread compound, but the key to using silica effectively is getting it to disperse properly in the tread rubber matrix. Goodyear uses a specially designed polymer in the tread rubber to achieve this without a silica loading that would compromise durability. The result is a “springier” tire that recovers more of the energy used to deform the tire as it touches the road. Engineers talk about “hysteresis,” but in more familiar percentage terms, Goodyear has reduced this rolling resistance by 27 per cent. Measured in the real world, Goodyear testing on a 2008 Honda Civic,
mounting the common P195/65R15 size, produced an overall four per cent fuel savings, which calculates to 4,300 kilometers of “free” driving compared to the older design. None of this technology is visible to the consumer of course, and Goodyear uses the tire’s sidewall to good advantage in promoting the Fuel Max technology. Externally, the tread pattern is divided into shoulder dry and centre wet zones, with the wet zone using technologies Goodyear calls Dual AquaChannel Grooves, ZigZagging Micro Grooves and Centre Tread Notches. On the tire wall, the look is conservative, appropriate for this market segment, but on the road, the tire’s performance is satisfying. Tire & Wheel Canada tested the new tire in combined city/highway driving on a late model Honda Accord and the dominant impressions were of a smooth ride and very low road noise. Traction and grip were on a par with the earlier Assurance products, which are competitive with premium touring tires from Michelin and Bridgestone. Fuel saving is an excellent “hook” on the sales floor, and with an OE fitment on the upcoming Chevy Volt electric car, the tire should generate some excitement. The Assurance Fuel Max is currently available in 27 sizes to fit about 80 per cent of the auto tire segment. This includes automobiles such as the Pontiac Grand Prix and Chevrolet Impala, minivans such as the Chrysler Town & Country, and not surprisingly, hybrids such as the Toyota Prius and Chevrolet Malibu. Is the Assurance FuelMax the future of mass market tire design? Possibly, as other manufacturers use the drive for reduced greenhouse gas emissions to leverage new products. And saving money on gas never goes out of style. SSGM
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Tire & Wheel ||
Orange & By Jim Anderton, Technical Editor
Green
Yokohama’s new Eco-motion dB super E-spec touring tire may be the most environmentally-friendly consumer tire ever mass-produced
F
rom environmentally friendly laundry detergent to air travel carbon-offsets, green products continue to dominate the consciousness of consumer products marketers in the Great Recession. Why? One reason is the ability to drive environmentallysensitive consumers into products that feel good without the guilt associated with the traditional carbon-spewing vehicle footprint. But what about tires? Yokohama has launched a new ecoproduct that may be the most environmentally benign tire ever produced. Tire & Wheel Canada recently tested Yokohama’s new dB super E-spec on, appropriately, a Toyota Prius over a typical urban/suburban/rural course through Ontario’s picturesque Niagara wine country. The dB super E-spec is the first in Yokohama’s Eco-motion line of green products, and unlike previous low-rolling resistance tires, is the first tire in Canada targeted specifically as a replacement tire for hybrid vehicles. And like the vehicles they’re designed to fit, the dB super E-spec is technology loaded with some interesting design features. The tire is built with a substantial amount of natural materials (in a carbon-neutral factory) replacing traditional synthetics. In fact 80 per cent of the tire is non-petroleum, including natural rubber, charcoalderived carbon black, rayon ply fabric and most surprisingly, orange oil. The oil, extracted from orange peel, replaces the usual petroleum oils used in raw rubber processing and combined with natural rubber and silica, produces what the firm calls “Super Nano-
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Power Compound.” The concept is to create a green rubber compound that will allow normal levels of grip in a tire with the low rolling resistance required for ultra high-mileage vehicles. Overall weight has also been addressed, as has pressure loss with a new lightweight low-permeability inner liner. Yokohama claims rolling resistance that’s 11 percent better than Michelin HydroEdge and 22 per cent better than Goodyear Integrity. While neither the Michelin nor Goodyear products are marketed as hybrid tires, from a dealer perspective the point is clear: hybrids need replacement tires that match or exceed the OEM fitments for both economy and grip. The “dB” in the tire’s name alludes to the other design target for the super E-spec: low noise. While all quality mainstream tires include noise reduction as an important design attribute, modern true hybrids are capable of electric-only running modes, making road noise much more noticeable than in conventional vehicles. The tread pattern minimizes noise with a twin solid centre rib and very small tread
blocks interlaced with rounded sipes. Almost unnoticed is a slight offset between the left and right halves of the tread pattern, which Yokohama calls “5-pitch variation,” a technique that retains the traction and cornering performance of a symmetrical pattern while reducing road noise. How does it drive? On the test Prius, the tire is indeed quiet, with a smooth ride that would normally suggest a very soft compound and compliant sidewalls. This is not a performance tire and while cornering forces won’t challenge a 911, they’re entirely consistent with quality “conventional” touring radials … which is the point of the dB super E-spec. There are 25 thousand hybrids on Canadian roads; this product gives Prius owners a replacement option that greatly reduces the low grip, harsh ride penalty for low rolling resistance tires. It’s also a choice that’s politically highly desirable for the kind of consumer that drives a hybrid. The dB super E-spew is available for Prius as you read this, with more sizes rolling out later this year. SSGM
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SSGM BAYWATCH New Products
Bosch introduces Hybrid Multimeter Bosch has introduced the MMD 540H Hybrid Multimeter, a professional grade CAT III 1000V safety rated, auto ranging digital multimeter designed for use in diagnostics of electronic circuits. This tool, when properly used following appropriate safety measures, offers the technician maximum protection for high-voltage applications, as well as versatility for conventional applications, at a very reasonable price. The meter is sold as a complete kit including necessary accessories, and all of these accessories are important to safely service hybrid vehicles. The Bosch MMD 540H kit includes: MMD 540H Multimeter (CAT III, 1000 V rated), extra long, 54-inch test leads (CAT III, 1000 V rated), inductive RPM Clamp (CAT III, 1000 V rated), additional fused diagnostic test leads (20A for ATC and Mini fuses), K-Type Thermocouple for Noco/AB/JOB 8/4/09 7:53 AM Page 1 temperature measurement, 9-volt battery, CD based trilingual users guide and a zippered Bosch carrying case. The accessories are also available separately. Bosch www.boschdiagnostics.com
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Bosch releases portable nitrogen tire filling system Bosch Wheel Service is pleased to announce the introduction of the fully automatic NTF Nitrogen Tire Filling System. The NTF is user-friendly and quickly fills four vehicle tires simultaneously. The fully automatic Bosch NTF 715 is easy to use – the technician simply hooks the hoses up to the vehicle’s tires, programs the unit and the machine can quickly deflate and then fill four vehicle tires with nitrogen. And, with the optional “dually” hose installed, the NTF 715 can fill even more tires at the same time. To ensure long machine life and optimal nitrogen purity, the Bosch NTF 715 has four filters – a water separator, oil separator, carbon filter bed and fine particulate filter – all help reduce contaminants reaching the 5.1 CFM, fully-aged, large bore membrane. Bosch Wheel Service www.boschdiagnostics.com Bosch Diagnostics announces software release Bosch Diagnostics announced a diagnostic software release for the MTS 3100 Mastertech: ScanTest Software version 8.2. The MTS3100 Mastertech scan tool software offers coverage for General Motors, Ford, and Chrysler vehicles as well as Toyota, Honda, Nissan, and other vehicle makes. With this software release, the MTS 3100 Mastertech now offers OEM-level Ford output controls on CAN protocol systems. Also in this v.8.2 release is all-new Module Status support for Mazda for model year 1996 and later vehicles. And in an ongoing effort to increase shop efficiency and productivity, Bosch engineers have found a way to speed up the MTS3100 Vehicle Auto ID process even more. On average, the Auto ID process for GM vehicles is now 50 per cent faster, according to the company. For Ford vehicles, the process is now an average 66 per cent faster. Bosch Diagnostics www.boschdiagnostics.com www.ssgm.com
07/10/09 11:33 AM
Š 2009, Ashland Canada Corp. *Source: Thomas Penway Research Poll of ASE Mechanics in the United States
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07/10/09 11:35 AM
|| Meunier on Management continued from page 22
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nection to the changes you have to make. If you feel that it is not your responsibility; that society, or the government, or the employee; or the customers are to blame, you are in need of a good dose of “my fault management.” If you make it your fault, you can do something about it. I have the great privilege to be part of a leadership forum led by a good friend of mine, Dr. Bruce Hiebert. He is a professor of leadership and management studies. The following quote is all his and I offer it with his permission. I thought I could cut out part of it, but it all needs to be together. “Leadership is also not about control, and this is a very difficult thought to entertain. Leadership is about facilitating followership, not about getting people to do what you want them to do. The ideal of leadership, the place where the most commitment (and productivity) occurs, is when people are voluntarily following a leader. As soon as a ‘leader’ starts to work to ‘control’ those who are subordinate (not followers) they create a condition called resistance. As soon as people feel manipulated or directed in places they do not feel enthusiastic, they start to drag their feet, add bureaucratic controls, minimize effectiveness, and otherwise throw sand in the gears of the controller’s machinery. A highly skillful controller can manipulate that resistance or minimize it, but they cannot eradicate it. A true follower wants to see the leader’s goals implemented and will do what they can to reduce resistance rather than maximize it. This means that leaders need to be distinguished from dictators and controllers, people who can control organizations and make them do things, even wonderful things. Someone can be highly capable, even brilliantly capable, of manipulating others into accomplishing the goals the leader sets in front of them. That does not make them a leader because the followers have never actually bought into the direction the organization needs to go. They have not voluntarily committed themselves to the well being of the organization. They are carried, sometimes pleasantly carried, along by the direction set by the controller, but they are not followers. How you detect these controllers is by the outcomes. Typically the moment the controller loses interest, dies, or retires; the organization quickly begins to give up the advantages gained by the controller. Jack Welch and Lee Iacocca are probably more controllers than leaders on the basis of what happened to their organizations after they left (Welch) or lost interest (Iacocca). The corollary is that true leadership can be very frightening to owners. As a leader builds a following, and the organization begins to change, the control of the owners lessens. Power is awakened (not distributed) throughout the organization, proportionately lessening the ability of any one person to control what is happening. The good news is that an organization where the staff and managers are feeling powerful is one where marked productivity gains are likely and profitability is almost certain to substantially increase. It is a trade-off for owners, wealth vs. power, and the astute owner is prepared to make it. The bad news is that many owners are not prepared to make that trade-off.” SSGM
34 SSGMAd_3.375” October 2009 x 10”_Trade Publication Franchisee
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SSGM BAYWATCH New Products
ATP introduces wall chart ATP-Inc. has released a wall chart, No. WC-09. The wall chart features application data through model year 2009 where appropriate. Domestic and import automatic transmission identification is aided by illustrations of the filter and gasket as well as helpful tips. The correct transmission fluid, ATP fluid supplement and total fill or refill capacities are also shown. The corresponding Graywerks transmission oil pan (if available) is also included on the wall chart. ATP-Inc. www.atp-inc.com
Fidanza releases Chevy flywheels Fidanza’s aluminum flywheels for the 1994-2003 2.2L Chevrolet S-10 (#198261) are made from high-quality machined 6061 T6 aluminum and feature a 1050 steel friction surface with CNC machined fastener holes and chamfers. The flywheels can be paired with just about any clutch disc material available — from organic to Kevlar and even sintered iron. Durable, they are finished with a heat-treated ring gear and military grade fasteners. Fidanza www.fidanza.com
Solution to September’s puzzle Classified Advertisement
Advertisers’ Index Advertiser
Page #
FOR SALE !
website
Autologic . . . . . . . . . . . . . . . . . . . . 7. . . . . . . . . . . . . . . www.autologic.us Bend Pak. . . . . . . . . . . . . . . . . 10,11. . . . . . . . . . . . . . www.babco.ca and www.rangerproducts.com Bridgestone. . . . . . . . . . . . . . . . . . 5. . . . . . . . . . . www.bridgestonetire.ca Cardone. . . . . . . . . . . . . . . . . . . . 19. . . . . . . . . . www.cardone.com/green CARS Council. . . . . . . . . . . . . . . . 22. . . . . . . . . . . . . www.cars-council.ca Deon Supply. . . . . . . . . . . . . . . . . 28. . . . . . . . . . . . www.deonsupply.com Honeywell Consumer Products. . . . . . . . . . . . . . . . . . . . 15. . . . . . . . . . . . . . . . www.FRAM.com Honeywell Consumer Products. . . . . . . . . . . . . . . . . . . . 17. . . . . . . . . . . . . . . www.autolite.com Imperial Oil. . . . . . . . . . . . . . . . 26,27. . . . . . . . . . . . . . www.imperialoil.ca Noco Lubricants Canada . . . . . . . 32. . . . . . . . . . . www.noco.com/canada Petro Canada Certigard. . . . . . . . 34. . . . . . . . . . . . . www.petrocanada.ca Robert Bosch. . . . . . . . . . . . . . . . . 2. . . . . . . . www.boschdiagnostic.com Sayco. . . . . . . . . . . . . . . . . . . . . . 25. . . . . . . . . . . . . . . . www.canbuilt.ca Shell Canada. . . . . . . . . . . . . . . . 39. . . . . . . . . . . . . . . . . . . www.shell.ca Valvoline Oil Canada. . . . . . . . . . . 33. . . . . . . . . . . . . . www.valvoline.com Walker Exhaust . . . . . . . . . . . . . . . 9. . . . . . . . . . . . . . . . www.walker.com WORLDPAC . . . . . . . . . . . . . . . . . . 3. . . . . . . . . . . . . . www.worldpac.com
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October 2009 SSGM 35
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08/10/09 7:03 AM
08/10/09 12:10 PM
Automotive Internet Directory Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com. To find out how your organization can be included in this directory and on the web, contact Brayden J C Ford 416-510-5206
AUTOMOTIVE PARTS & ACCESSORIES Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality. NGK Spark Plugs Canada Limited www.ngksparkplugs.ca The World Leader in Spark Plugs, Oxygen Sensors and Ignition Wire Sets. Used by 87% of the World’s OE Manufacturers S.B International Inc. www.sbintl.com “We keep engines humming” ZEX AC Compressors Division of Mister Starter
www.misterstarter.com Remanufactured/New A/C compressors and Turbochargers/Superchargers for complete line of cars and trucks, DOMESTIC & IMPORTS. Custom Rebuilds also available for your needs.
COLLISION REPAIR Masters School of Autobody Management www.masters-school.com Masters offers a number of education programs and implementation follow-up programs designed to take bodyshops to the next level of success.
SUDOKU
HAND CLEANERS GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.
LUBRICANTS & ADDITIVES Empack/emzone Automotive Care & Maintenance www.emzone.ca The high performance emzone product line is specially formulated for your detailing and maintenance needs. For maintenance: Lubricants, Brake Cleaners, Degreasers, and Coatings. For detailing: Glass Cleaners, Carpet Foams, Tire Shines and Auto Fresh.
REFRIGERANT Duracool Refrigerants Inc. www.duracool.com Nationally Distributed by: Deepfreeze Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology Guaranteed In writing not to harm any Mobile A/C System You can feel the Difference that Quality Makes “Our Formula Never Changes”.
by Myles Mellor
Each Sudoku puzzle consists of a 9×9 grid that has been subdivided into nine smaller grids of 3×3 squares. To solve the puzzle each row, column and box must contain each of the numbers 1 to 9. Puzzles come in three grades: easy, medium and difficult.
Empack / emzone Refrigerants www.emzone.ca Eco-friendly, non-ozone depleting and system safe. The emzone quality A/C Refrigerant product line includes stop leak, system conditioner, oil charge, UV dye leak detection, and dryer offering colder vent temperatures, improved system efficiency, lower head pressure and greater gas mileage. Ideal for cars, trucks, SUVs and tractors.
TOOLS & EQUIPMENT AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies. Rotary Lift www.rotarylift.com World Leader in Lift Productivity
WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited
www.bestbuyautoparts.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers. The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group
Kerr Machine Shop Group Inc.
www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.
Level: Easy 36 SSGM October 2009
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Puzzles || Across 1. Chrysler model that replaced the Chrysler Fifth Avenue 6. One of Ford’s most successful models in the 1980’s 11. Lyrical poems 13. Car colors 14. Gun the engine 15. 6-seater Dodge sedan 16. Giant internet provider 18. Separation 19. Breakfast drink, abbr. 21. Weight measurement 23. Pontiac model that is the GM badged version of the Matrix 25. Formal agreement (2 words) 28. In___ four, the most common engine configuration in modern cars 31. That guy 32. Martial arts actor, Jet ___ 33. Jewish calendar month 34. Sometimes it is automatic on a car? 35. Truck attachment 36. A Cruiser 37. Court game 39. Electronic press kit, for short 42. One of the “Cloud Cars” 45. Hardships 47. Texas hold’__ 48. Ford’s subcompact car from the 1970’s 49. Siesta 50. Historically, the commercial capital of Japan 52. Medicine prescription, for short 53. Abnormal www.ssgm.com
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CROSSWORD by Myles Mellor
55. 57. 59. 62. 63. 65. 66. 68. 69.
Aid and __ Stylish Compact Kia model Car’s dirt collector Manner indicated Close to Evergreen tree Chief support Ford’s party car?
Down 1. Toyota model whose name is Latin for “small crown” 2. Chevy’s bright star? 3. Eyes 4. Intrepid maker 5. Driver’s ___ 6. Special sense 7. Bright metallic trim on your auto 8. Spooky board? 9. Retired, briefly 10. Poet, Eliot 12. Catch sight of 17. Plain to see 20. Amongst 22. Ebay action 24. Safety device 26. Throw the basketball 27. Downwind 29. Food blotter 30. Jazz singing 35. Car alternative 37. Dodge truck or van 38. Nissan’s minivan
40. Grand ___, Pontiac model slotting below the Bonneville in the company’s lineup 41. Engine protectors 42. US identification number, abbr. 43. Fix a car 44. Hyundai model that is listed by the EPA as one of the Ten Most Fuel Efficient Vehicles 46. Ford muscle car 48. Geo model that was a rebadged version of the Toyota Sprinter 50. Old English,abbr. 51. Sedona maker 54. Fender bender result, perhaps 56. College degree 58. Pressure measure, for short 60. Pod dweller 61. Cow chow 62. Married woman 64. Engine option? 66. Fuel injection, abbr. 67. That is, for short
You know where to turn
Fax this month’s crossword answers to David Halpert at (416) 510-5140 and be eligible for a $50 gift certificate from Canadian Tire October 2009 SSGM 37
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|| L ast Word
The Ability to Hang On How Doctor H Honda Specialist in Toronto Attributes His Success
D
ave Redinger has been the owner and operator of Doctor H Honda Specialist for 29 years now. After hearing the name of this Toronto-area service centre one might get the impression that the independent garage deals exclusively with Hondas or import cars only; however, when it comes to automotive repair and maintenance, nothing could be further from the truth. “We’re a NAPA Autopro centre. We started our company 29 years ago with Honda because we felt there
was a need for it in the aftermarket. I would say 40 per cent of our business is Honda and the rest is everything else. It’s a result of the NAPA sign that brings in the more domestic owners.” In a city like Toronto, there are always issues when it comes balancing a high influx of customers versus what a garage can take on; but Redinger says his biggest hurdle is changing how customer’s maintain their vehicles over time. “Our biggest challenge is changing the customer’s relationship with the
service centre from a break down shop, such as only coming in when the car breaks down, to a maintenance shop where we basically call them in like a dentist’s office every few months to see that their car is properly maintained. Every four months they get a postcard that calls them in for service. So we do that to try and teach them to maintain their car versus to come in every time the car breaks down.” Redinger offers incentives every four months whenever a mailer informs his customers that regular maintenance is due on their vehicle. If they appear for a second maintenance interval, they are eligible for a free oil change, which include a free oil filter and an inspection. When asked what he attributes the long-term success of his shop to, Redinger answers tongue-in-cheek “the ability to hang on.” Truthfully, as Redinger explains, it’s a multitude of factors. “Without your staff you’re nothing. Basically, when I retire the guys I work with will take over. To them it’s their future too, so they’re basically wired in. How good the company does is how good their future is. I’ve told them that when I leave they are free to take it over. We don’t turnover staff. Once you’re here you can be here forever. One guy’s been here 24 years, one’s been here for 22 and they’ve all been here for at least 15 years. We work with each other 8-10 hours a day and I don’t want to work with people I don’t like. “Managing the clients, making sure the clients leave happy, investing in our own business like buying our own real estate and buying equipment, but everything is within moderation. Tarrying the money back into the business at a reasonable level versus sucking all of the money out, otherwise the business doesn’t have money to operate.” SSGM
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