Sgm2014june01

SSGM Service Station and Garage Management READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955

JUNE 2014

Jim Anderton’s Tool Test

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Skills Shortage Challenge

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Shop Equipment www.ssgm.com

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SSGM Service Station and Garage Management

EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com

June 2014

Vol. 44 No. 5

what’s inside

CONTRIBUTING WRITER Andrew Brooks PUBLISHER Marc Gadbois (416) 510-6776 marc@ssgm.com SALES MANAGER Jay Armstrong (416) 510-6745 ACCOUNT MANAGER Jim Petsis (416) 510-6842 CIRCULATION MANAGER Selina Rahaman (416) 442-5600 ext 3528 srahaman@bizinfogroup.ca SUBSCRIPTION ENQUIRIES Roshni Thava (416) 442-5600 ext 3555 ART DIRECTOR Choo Hwee Kuan PRODUCTION MANAGER Steve Hofmann (416) 510-6757 PRINT PRODUCTION MANAGER Phyllis Wright VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton

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o o of e b er ree e or

12 Shop Equipment Advances in technology have made shop equipment easier to use and easier on technicians ............................................................................................................... 12 Shop Profile Deer Park Auto Service has built a reputation on trust and strong community support ............................................................................................................................ 18 Skills Shortage Provincial governments, schools and industry coming together to tackle the issue ................................................................................................................................. 22 TACT Want better customers? Then change how you attract them ........................... 26 Tool Test Jim Anderton examines the Mitutoyo 511-Series Dial Bore Gauge ................. 31

Departments

Editorial ..................................................................................... 4 News .......................................................................................... 6 Jim’s Rant ................................................................................ 28 Baywatch................................................................................... 34 Internet Index .......................................................................... 38 Advertiser Index ..................................................................... 38 *For BlackBerrys: Go to your BlackBerry messenger and select Scan Barcode. *For iPhones: Use the App Store to download Beetagg Reader Pro.

We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage.

In association with CANADIAN

AUTOMOTIVE Technician

June 2014 SSGM 3

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|| Tom’s Editorial

Driverless Cars Leave A Lot Unanswered G

By Tom Venetis, Editor

Not every piece of technology, no matter how revolutionary, is guaranteed to catch on.

Remember the Segway?

It was promoted as the next great leap forward in personal transportation. It never caught on, reduced to being a punch-line in movie comedies and now only used in warehouses to move shippers about.

oogle’s new self-driving car is something to behold, coming across as a merger between a Playmobil toy and Hayao Miyazaki’s Totoro. From the videos on YouTube, the people given a chance to take the car for a spin – or the car taking them for a spin, to be more accurate – sure seem to be having fun.

I’m not convinced this technology will become mainstream enough that you will walk into a dealership showroom and buy a self-driving sedan. There are several reasons.

Not every piece of technology, no matter how revolutionary, is guaranteed to catch on. Remember the Segway? It was promoted as the next great leap forward in personal transportation. It never caught on, reduced to being a punch-line in movie comedies and now only used in warehouses to move shippers about. Google also has a history of technological missteps. Remember Google’s much hyped Video Player . . . you probably don’t. Or just look at the recent Google Glass, a technology that seems on its way to becoming the Zoot Suit of hardware.

Most of the tests on such vehicles have been done in carefully controlled test tracks or in very limited real-world locations. Autonomous vehicle technology has been in development since 1980, first with Mercedes Benz and later with the U.S. government looking at the technology for military applications. Few of these vehicles have been made to drive through busy, pedestrian and pothole ridden downtown streets or on crowded highways where even experienced drivers are challenged trying to navigate without colliding into others and losing their tempers. Google’s car is only able to achieve a top speed of 25 mph, so it is hardly road worthy. Right now, it is just a very expensive golf cart.

The other issue is liability, an issue that has not been addressed but will play a big role in deciding if this technology will catch on. If the vehicle becomes involved in an accident, where does blame reside? Remember, no technology is foolproof or can anticipate and react to every situation, especially when people are involved. Does blame fall upon the vehicle passenger, the vehicle manufacturer or the software maker?

What will the rules be for when a vehicle can be in autonomous mode and when it has to be under the direct control of a driver? Will autonomous driving be restricted to controlled environments such as gated communities? Will drivers be told that they have to be in control while in the city and when highway driving?

If the technology is legislated for such limited use the public may be reluctant to pay for its inclusion in vehicles as it will be seen as an expensive luxury.

If there should be time and money invested in vehicle technology, how about making the onboard navigation and vehicle entertainment system easier to navigate?

I still can’t get the air conditioning to work on some vehicles!

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 4 SSGM June 2014

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|| News Briefs Federal-Mogul Vehicle Components Division Renamed Federal-Mogul Motorparts Federal-Mogul Holdings Corporation announced the next step in its ongoing strategy to drive the global growth of its premium products and leading brands.

Effective immediately, the company’s Vehicle Components division will be renamed Federal-Mogul Motorparts.

some aftermarket categories, our unrelenting focus going forward will be to support our premium products and clearly communicate their advantages to our channel partners, professional service technicians and consumers,” Ninivaggi said.

Federal-Mogul Motorparts is a provider of such brands as Moog, Fel-Pro, Champion, Wagner, Anco and Ferodo to the global aftermarket. FederalMogul Motorparts also provides highquality vehicle braking, chassis and wiper components to global original equipment manufacturers.

“For more than a century, we have remained focused on providing the highest quality components across each of the product categories and regions we serve. Vehicle manufacturers recognize this, as our friction products are found on seven of the top ten vehicle models in Europe, and the best-selling vehicle in North America,” said Daniel Ninivaggi, CEO of Federal-Mogul Motorparts, and Co-CEO of FederalMogul Holdings Corporation.

“Our aftermarket products are designed and engineered around the principle that vehicle safety and product performance matter most. FederalMogul’s premium brands are synonymous with quality, which will continue to be the way we differentiate our products from others available in the market.

“Notwithstanding recent trends in

Federal-Mogul Motorparts manufactures vehicle braking, chassis, sealing and other service components, and also benefits from the engine expertise of the Federal-Mogul Powertrain division.

The new Federal-Mogul Motorparts name and logo will be rolled out globally effective immediately, leading into new marketing campaigns for its product brands.

Mahle Awarded the Polk Inventory Efficiency Award Mahle Aftermarket Inc. was presented with the Polk Inventory Efficiency Award from IHS Automotive during an awards ceremony at the Global Automotive Aftermarket Symposium (GAAS), held in suburban Chicago.

Ted Hughes, manager–marketing and Chris Booth, supply chain coordinator, North America, were on hand to accept the prestigious award.

The award, now in its 10th year, recognizes members of the automotive aftermarket for their efforts toward inventory efficiency and process improvement within their organizations.

Honored with the award in the Manufacturer category, Mahle After-

Delphi Announces Twenty New Mass Air Flow Sensors Delphi Product & Service Solutions has added twenty new Mass Airflow Sensors to its engine management portfolio covering more than 10.2 million vehicles built from 1990 to 2013. Applications cover: Audi, BMW, Chevrolet, Hyundai, Kia, Lexus, Mazda, Nissan and Toyota. Part numbers include: AF10159, AF10162, AF10164, AF10168, AF10176, AF10184, AF10185, AF10205, AF10206, AF10207, AF10208, AF10210, AF10211, AF10212, AF10213, AF10215, AF10216, AF10217, AF10219 and AF10220.

Inventory is available dependent on part number to end of Q2 2014.

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market Inc. was recognized for the implementation of a systematic approach to managing its product portfolio, using vehicles in operation (VIO) data to prioritize trends and new coverage areas, while customizing inventory based on parts demand and consumption.

The approach also incorporated a new warehouse management system at its Master Distribution Facility in Olive Branch, Mississippi. The new system includes voice recognition picking for parts and provides part number and barcode verification, ultimately reducing excessive paperwork, increasing order fill rates and decreasing turnaround time. The implementation of the solution virtually eliminated errors, achieving 30 per cent improvement in picking efficiency since its implementation in 2013.

(From left to right) Mark Seng (director aftermarket solutions and aftermarket global practice leader, IHS Automotive), Ted Hughes (manager - marketing, MAHLE Aftermarket North America); Chris Booth (supply chain coordinator, MAHLE Aftermarket North America) and Mike Gingell (VP market analysis solutions & corporate development, IHS Automotive).

Additionally, the inclusion of a supplier portal and scorecard for Mahle suppliers allowed for more timely communication and data delivery, providing the means for Mahle to award supplier achievements. In total, these improvements allowed for aggressive inventory reduction – nearly 25 per cent since 2010.

“For any company in the aftermarket, managing inventory and supply chain are especially vital investments to synchronize product supply and demand for continued on page 8

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|| News Briefs

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efficient product flow,” said Jon Douglas, general manager, Mahle Aftermarket North America. “It is a great honor to be recognized for this achievement today; and for our team’s diligence over the years in implementing these programs.”

“It’s a pleasure to recognize the efforts of the team from Mahle with this year’s award,” said Mark Seng, global aftermarket practice leader, IHS Automotive. “Commitment to and success in managing a multi-faceted approach to achieving efficiency is one of the cornerstones of these awards.”

Mitchell 1 To Expand Shop Management Training Mitchell 1 has announced it will hold an expanded Shop Management “Super Workshop” July 17-19 in San Diego, Calif. at the Hotel Solamar.

The training workshop is designed for those who have previously established competence using their shop management software and now want to learn more advanced capabilities, better methods and shortcuts.

The curriculum for the two-day training session guides users through all levels of functionality in the Mitchell 1

Raybestos Rattlesnake Sweepstakes Winner Receives His Ride Not even heavy rain and winds could dampen the festive mood at Automotive Electric Distributors (AED) in Vancouver, WA on Friday, May 9, the day that David Cramer received the keys to his custom 2014 Raybestos Rattlesnake Toyota Tundra.

Cramer, a property manager with Ross Pacific Management in Vancouver, WA, took delivery of his enviable ride in the presence of members of his family – including his mother and father, and a large group of AED staff members.

“Since I won the Raybestos Rattlesnake Tundra at AAPEX last fall, I’ve been very much looking forward to this day,” said Cramer.

The signature-edition truck was built by Brake Parts Inc, manufacturer of Raybestos brake products, and was the grand prize in the brands’ Summer 2013 North American sales promotion. The winning entry was pulled from more than 170,000 entries David Cramer taking delivery of his 2014 Raybestos Rattlesnake received.

“We’re very excited to turn Toyota Tundra on Friday, May 9. Pictured left to right are, John Davidson, Brake Parts Inc district manager; David Cramer, award over the keys to this one-ofwinner; Tony Giese, owner of Tony’s Auto Parts; and Pat Blechschmidt, a-kind truck to David today,” general manager of Automotive Electric Distributors. said John Davidson, district manager with Brake Parts Inc. Davidson was on hand for the presentation. “It’s always great to reward our customers for their loyalty and we hope that David enjoys the Raybestos Rattlesnake for many years.”

Addictive Dessert Designs customized the Raybestos Rattlesnake, which includes custom bumpers, side steps and chase rack. World-renowned tattoo artist Corey Miller gave the truck its custom wrap. A rattler with the flair of a Corey Miller tattoo is shown on both sides of the truck, and a signature “Raybestos Flying R” is emblazoned on the hood.

Thanks to Toyota Racing Development, a Toyota 5.7-Liter aluminum i-FORCE DOHC 32 valve V-8 with a tuned TRD Supercharger helps the Raybestos Rattlesnake reach 600+ hp. It also includes a high-lift off road suspension and off-road shocks.

Its stopping power comes from the same Raybestos short track racing brake package used by the Joe Gibbs Racing team.

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Manager and ManagerPlus systems.

The expanded agenda for the Super Workshop in San Diego includes bonus break-out sessions, a Practice Lab and an expo featuring products and services offered by industry partners.

In the workshop, instructors will cover program setup values, inventory, reporting, best practices and advanced transactions as well as integration with aftermarket cataloging. The training explores both of Mitchell 1’s shop management solutions – Manager 5.9 and Manager SE (version 6.5) – since setup and operation is similar for these products. Users of both platforms will benefit from this training experience.

The break-out sessions will provide in-depth detail into topics often requested by workshop attendees.

Sessions include Reporting Insights, Maximizing Technician Efficiency with ProDemand and Connecting with Customers through SocialCRM. A Practice Lab equipped with computers and staffed by product specialists will be available throughout the workshop so attendees can practice and apply the skills they are learning in the workshop.

The Products and Services Expo will be held during the evening reception on Friday, July 18, following the workshop training.

Doug Voss, owner of Neighborhood Wrench in Medway, Mass., attended the Shop Management Workshop earlier this month in Atlantic City, N.J. and said, “The seminar was excellent. I have been a Mitchell Manager user for 10 years, but had only been using a fraction of the Manager program’s benefits. I’m excited to update my software and use what I’ve learned this weekend.”

The Super Workshop will be led by John Dwulet, senior product manager for Mitchell 1’s management software solutions, and Tim McDonnell, national training manager, who together have over 35 years of combined Manager and ManagerPlus training experience.

“This advanced training workshop turns existing shop management system customers into power users who get the most out of their software and business,” said Dwulet. “We are delighted to expand continued on page 10

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|| News Briefs

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beyond the sessions for this workshop, with additional content that we know will help attendees gain even more value from the training and discussion. No matter how long users have had the software, we find they always learn there are better and more efficient methods to operate the day-to-day business.”

Adds McDonnell, “For the experienced Manager user, the workshop provides two days of comprehensive training that increases the value of their shop’s software investment. The interaction between attendees sharing methods and tips, plus the new friendships everyone takes home, is priceless.”

Attendees will be welcomed with a cocktail reception on Thursday, July 17 from 6:00 - 8:00 p.m. Workshop sessions run from 8:00 a.m. - 5:00 p.m. on Friday, July 18 and Saturday, July 19, with the break-out sessions scheduled for Saturday afternoon.

The registration fee is $200 per attendee, plus applicable tax, and covers seminars, break-out sessions, breakfast, lunch and refreshments each day. Participants are responsible for transportation to San Diego and hotel accommodations. Attendees may reserve rooms at the Hotel Solamar (435 6th Avenue, San Diego CA 92101) and receive Mitchell 1’s special hotel rate by mentioning Mitchell 1/ShopKey Manager Training when making the reservation by calling 877-230-0300. Registration must be completed by Monday, July 2.

Brembo Celebrates Grand Opening of Homer Manufacturing Operations Brembo celebrated the grand opening of its expanded North American manufacturing operations in Homer, Michigan. The celebration renewed Brembo’s commitment to North America. The investment, which will total more than US$115 million through the end of 2015, expands the facility that houses production of brake, disc, caliper and corner module manufacturing.

During the grand opening, Brembo announced that North America will become the number one market for the group by the end of 2014. North America closed 2013 with a 19.4 per 10 SSGM June 2014

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cent increase in revenue from 2012 and posted a 27.7 per cent increase during the first quarter of this year compared with the first quarter of 2013.

“This expanded and modernized production facility represents a new foundation for Brembo in North America, enabling us to increase our presence in the U.S. market Alberto Bombassei, chairman of Brembo S.p.A., Daniel Sandberg, president and CEO of Brembo North America and Michigan Governor Rick Snyder cut and offer better service to our the ceremonial ribbon to mark the grand opening of Brembo’s expanded clients,” said Brembo S.p.A manufacturing operations in Homer, Michigan. chairman, Alberto Bombassei. spurred by two events: the purchase “Today’s celebration renews our com- of the Hayes-Lemmerz Automotive mitment to the North American mar- Brake Component division in Novemket,” said Daniel Sandberg, president ber of 2007 and the substantial growth and CEO of Brembo North America. of US-based OEMs. “The investment in the Homer facility will allow us to expand our product AIA’s 72nd Annual General Meeting offerings not only in North America, On April 30th, more than 100 membut also for customers across the globe.” bers of the Automotive Industries Speakers during the event included Association (AIA) of Canada from Alberto Bombassei, chairman of Brem- across the country attended the Associbo S.p.A, Daniel Sandberg, president ation’s 72nd Annual General Meeting and CEO of Brembo North America, (AGM) at the Toronto Hilton Airport Michigan Governor Rick Snyder and Hotel & Suites, bookended by AIA Sergio Marchionne, chairman and Committee and Council meetings.

At the AGM, Robert Pitt (SpeCEO, Chrysler Group LLC. Brembo bought the Hayes-Lem- cialty Sales & Marketing) was voted merz brake discs division in 2007. in as chairman of the board and Doug That acquisition included the Homer, Reevey (Autotec Inc.) was named Michigan plant, where Brembo began the second vice-chair. The membermanufacturing discs in the US. The ship also approved the appointment of plant underwent one expansion in 2008 Jason Best (Spectra Premium Indusand another two phase expansion in tries Inc.), Jeff VandeSande (Bestbuy 2012 and 2013. Brembo also built Distributors Ltd.), and Dave Fifield a caliper and corner module manu- (Wakefield Canada Inc.) as directors at facturing facility adjacent to the disc large on the AIA Board.

Following the business of the meetplant in 2010. Total manufacturing area is now approximately 440,000 ing, AIA held its Volunteer Recogsquare feet, employing more than 450 nition Luncheon and presented two people. There are 47 processing lines of the Association’s most prestigious and 12 painting lines. In 2013, the awards - Ezer Mevorach (Mevotech facility produced 10 million discs and Inc.) was awarded AIA’s Distinguished 300,000 calipers and corner modules Service Award, and Miguel Angers and is expected to produce 12.5 million (Uni-Select) was awarded the Young discs and 400,000 calipers and modules Executive Society’s Young Leader of the Year Award. in 2014.

AIA also took the opportunity to While the company has always had a strong presence in the North Ameri- thank Robert Hattem (UAP Inc.) can market due to its significant Euro- for his service to the membership as pean-based original equipment manu- chairman of the board, and recognized facturer (OEM) applications, Brembo John MacDonald (Ideal Supply Ltd.), continued on page 35 North America’s recent growth was www.ssgm.com

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Some Things Are Better New.

©2014 Delphi Automotive PLC. All rights reserved.

That’s why every mass airflow sensor we make—whether with or without the housing—is built with calibrated all-new components and is never remanufactured. And with dual heated elements for fast response—typically less than 15 milliseconds to respond to 90% of flow change—they deliver 100% satisfaction for you and your customers.

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|| Shop Tools

Shop

Equipment Technological advances have made changing, balancing and aligning tires easier and faster

By Tom Venetis, Editor

G

ood shop equipment accomplishes two goals: improving workflow/productivity and easing the burdens on shop technicians.

It’s no use having a wheel balancer, tire changer or alignment system that slows a shop’s workflow or makes the work of the technician more difficult.

“New vehicle technologies have added some steps and challenges to once seemingly simple and benign tasks,” says Dino Hatz, business development manager with Hunter Engineering Company (Canada). “In response, the equipment and tool industry has, at times, provided numerous add-on remedies throughout the evolution of shop equipment. These solutions, at times, have been ineffective where they may be perceived by the user as a speed-bump on what may have otherwise been considered a smoothly paved road.

Human nature then takes over, motivating some technicians to take detours which in turn lead us back to the original offending issue and perhaps others.

“The real advance today lies in the fluid integration of technologies to offer a comprehensive system, along with a process, as a single solution that can address a multitude of issues at once in one practical package.”

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The Bosch TCE 4435THP Pneumatic Tilt Tire Changer reduces the mount/demount flexion so damage to wheels and tire-beads is virtually eliminated.

The TCE 4435THP can accommodate up to a 43” assembly and its inflation system is 25 per cent faster than the benchmark competition.

The Evolution of Tire Changers One piece of technology where this is clearly seen is with tire changers. Think back a little more than a decade ago to how many steps were required to use a tire changer, how much manual labour was needed to move the tire onto the system and then operate the machine. There was nothing elegant about the work and depending on the size of the tire it could be backbreaking for a technician. These issues were compounded with ever increasing tire sizes, expensive and easily damaged tire rims and the introduction of TPMS systems. All this was a scenario for productivity bottlenecks and sore backs amongst technicians.

Manufacturers of tire changers have a range of technologies that today make changing a tire nearly ‘touchless.’

It not completely touchless as one still has to get the tire to continued on page 14

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the machine; but that is about all the technician really has to do. Today’s tire changers will have such features as dropcentre top mounts that hold a tire in place during rotation, pneumatic wheel restrains and bead breakers and setters that are fully automated. Some will have laser-assisted computer systems that will scan the tire and rim, thereby eliminating issues that caused slowdowns and problems when technicians had to deal with unusual tire sizes or profiles, and expensive rims. Mistakes are now a thing of the past.

“Tire changers are more productive today because it only takes one operator to change difficult tire and wheel combos,” adds Scott Farr, wheel service and equipment development manager at Bosch Automotive Service Solutions. “Most shops have or can add wheel lifts to changers and balancers, and they should if they deal a lot with larger and heavier assemblies.

Great care should be taken when selecting cones and flange adapters. This is especially true of the recent proliferation of clad-style wheels. Tire changers without helper assemblies make it virtually impossible to change UHP or RF configurations without damage.”

“Currently, the average tire removal and replacement process takes eighty per cent longer and involves considerably more skill and effort than it did just a few years ago,” adds Hatz. “All this while shop labour and overhead costs are climbing and the pool of qualified and perhaps even willing candidates for this type of work is shrinking. Our Revolution tire changer combines computer numeric control along with electro-mechanical and hydraulic actuators to automate and streamline the process. This transforms the traditionally required equipment operator/technician into nothing more than an attendant to the machine whose presence is only required to load the wheel/tire assembly, input some basic data including position of the top wheel edge, TPMS sensor position and specified vehicle tire pressure, unload the old tire and feed the new tire onto the wheel, attach/remove the inflation hose and unload the completed assembly and then load the next one.

“The whole process takes fifteen per cent less time and significantly reduces the chance of damage to any of the components, including TPMS sensors. The reduction of physical involvement in the process and integrated wheel lift, significantly reduce the possibility of corporal injury and place potential Hunter Engineering’s Revolution Tire Changers is fully automatic with a leverless top head, powered press arms, and comes with a touchscreen interface and fast tire inflation.

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The Bosch WBE 4230 Premium 3D Digital Display Wheel Balancer allows for superior mounting accuracy and includes four low taper cones, a light truck cone and a light truck spacer.

operators, of different physical strengths, sizes and experience, on a level playing field.”

“With tires/wheels getting larger and lower profiles, it takes larger and even more complicated tire equipment has had to get larger and more sophisticated to mount the larger wheels to the low profile tire without tearing the tire or scratching the wheel,” says Bruce Buckborough, owner of Babco Sales Ltd., a distributor of tools and equipment for Canadian service shops. “Tire machines today have one assist tower like our Ranger R980NXT, R76ATR or two assist towers units like the Ranger R80DTXF, and the top of the line units are touchless machines that do not use any tire irons like the Ranger RX3040. The RX3040 has a camera and a seven-inch screen so you can see the underside of the tire and wheel.”

Balancing Refined To improve efficiency, many tire balancers offer a range of interesting features that speed up the workflow. Bosch offers a light ring that illuminates the interior portion of the wheel for better visibility and an EZ Fix weight placement and laser indicator to improve accuracy, thereby reducing the time spent on checkspins and reapplying weights.

“The EZ Fix function, in many cases, BendPak Ranger’s line of tire doesn’t even require changers come with such features as the technician to look a pneumatic wheel restraint device at where they are plac- to keep a wheel locked into place, ing the weights,” adds power-assist upper bead rollers that assist in bead breaking and setting Bosch’s Farr.

“Balancing in the tra- and is able to handle large wheelclamping ranges. ditional sense, assuring weight uniformity around the wheel to counter centrifugal forces continues to be relevant but it’s neither where the story begins nor ends,” adds Hatz. “The proliferation of cheaper aftermarket wheels and tires also bring their share of issues to the table, particularly with universal-fit aftermarket wheels. continued on page 16

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Many installers zip the wheels on, without centering rings, leaving the wheel centering duties to the air-impact gun ravaged lug-nut seats. While the wheel balancer cannot address the latter we may, through process of elimination, remove potential concerns about the wheel assembly itself from the equation.”

That being said, Hunter Engineering has been refining its balancers. Its RoadForce diagnostic wheel balancer, introduced nearly two decades ago featured a load-roller that applied itself to the rotating wheel assembly to simulate and measure forces that come into play at the contact point between the tire and the road. Today, it features an integrated wheel lift for better mounting accuracy.

“Despite all of the positive developments over the years, the one major concern amongst users was that the road test process added some time to the ‘balancing process’ therefore discouraging the load roller’s use beyond diagnosing actual vibration complaints,” Hatz adds. “In our latest iteration and fourth generation RoadForce Touch we placed additional focus on cutting down the time element since many believe that, in today’s world, a road test should be performed on every wheel assembly before it’s installed on the vehicle. We streamlined the process within the software and added features that allow the operator to balance and road test the wheel assembly for smoothness while rolling in the same amount of time it takes to just balance the wheel.”

“Our revolutionary DataWand and inner data set arm allows you to quickly and automatically enter all wheel parameter settings in less than three seconds: wheel diameter, wheel width, offset distance and targeted weight placement positioning for exact balancing every time,” says Babco’s Buckborough. “The parameter values are automatically entered into the wheel balancer by a single simultaneous maneuver of the extendible and storable DataWand and inner data set arm, thus reducing set-up times and eliminating opportunities for human error. The DataWand also features a built-in tape weight holder that aids with tape weight placement and positioning at precise locations.”

More Accurate Aligners With the introduction of advanced electronic stability The Ranger DST2420 wheel balancer handles wheels up to 30” diameter. It features Digital Sensor Technology for reliability and repeatability. It also features a Direct-Axis drive system.

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p 12,14,16 shop repair.indd 16

The Road Force Touch Balancer features an intuitive touchscreen interface that simplifies operation and shortens the learning curve for new technicians. Technicians can activate any balancing function from one screen by touching the appropriate button or icon, saving time over scrolling through a grid of menu buttons.

controls and, on some vehicles, crash avoidance systems, technicians now have to reset sensors during an alignment. This is in order to avoid getting a malfunction indicator lamp (MIL) after the service and to ensure the proper function of vehicle safety systems. With older alignment systems, this requires technicians to do two steps to complete the alignment successfully: inputting the correct vehicle information into the alignment computer and then getting out a scan tool to reset any sensors to avoid the MIL triggering. To simplify and speed up the process, wireless interfaces are now becoming common on alignment systems so that the scan tool part can be integrated right into that alignment workflow.

New road safety technologies like electronic stability control and crash avoidance systems have added a crucial step on a majority of new vehicles that necessitates resetting certain sensors on the vehicle during the alignment process.

This additional step is necessary to avoid the appearance of a malfunction indicator lamp (MIL) on the dashboard, post service, as well to assure the proper function of those important safety systems in the moment that they may be called upon to perform.

“Our CodeLink device offers an integrated solution in the form of a wireless interface between the vehicle itself and the wheel alignment console,” Hatz says. “The CodeLink is plugged into the OBD connector as the technician exits the vehicle after placing the vehicle on the alignment rack. The VIN is then drawn automatically from the vehicle’s computer and then wirelessly relayed to the alignment system’s V.I.D. to search for the vehicle’s alignment specifications and any other information that may be needed to complete the job.

“If the vehicle’s specifications call for any additional adjustments or resets to one of the vehicle’s OBD-run systems then the step is added to the appropriate moment of the alignment process. Upon arrival to the step in question the alignment console prompts the technician through the procedure. Any changes or resets to any of the vehicle’s systems are done once again wirelessly from the alignment console through the wireless link to the vehicle’s computer.”

Farr says Bosch has added several new features to its aligners, one being a new tread analysis process. “It allows for a quick audit that alerts the service providers to quickly attain tread condition and convey the information in an effective manner to the vehicle owner.”

This allows a technician to provide a report that will give the owner an accurate measure of tread depth and life, alignment issues and even notify if the tires need to be rotated.

SSGM www.ssgm.com

14-06-10 9:06 AM

p 17 Advics.indd 17

14-06-10 7:03 AM

|| Shop Profile

Deer Park Auto Service Owner says success comes from building enduring relationships with customers

By Tom Venetis, Editor

I

t is not often that the site of an automotive service operation is as interesting as its staff and the work they do. Deer Park Auto Service sits nestled on a quiet residential side street off of Toronto’s Spadina Ave. as it cuts through one of the city’s most prosperous and well-heeled neighbourhoods. The 18 SSGM June 2014

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unassuming white, two-story building lacks the traditional signage of today’s service operations, opting for a vintage hanging sign and its name in a traditional font across the front of the building.

The owner Edward Wang says that this unassuming front serves two purposes: one is to make the building fit nicely into the residential character

of the operation’s location; and to preserve the over century old character of the structure.

Edward proudly explains that the building first served as a horse livery and carriage repair facility, its lower story holding stables for the horses and the upper facility the carriages and repair facility. As the horse and carriage gave way to the automobile, the facility changed with the times as well. Today, the shop has three lifts in the lower section, with another to be shortly installed, and two additional lifts in the upper.

The upper section is also used to store vehicles waiting to be worked on and when the operation is closed in the evening.

Edward began working at the shop in 1982 as a fulltime technician and decided to take over the operation in 1986 when the owner decided to retire.

“I had a choice of either losing my job or taking over the garage, and I decided to take the challenge of owning and operating the facility,” he says with a smile. “I was very lucky that I was successful right in the first few months of taking over, and I’ve been able to grow the business since then.”

Success Built on Reputation Edward says his location has proven to have some unique challenges for running an automotive service operation. While many shop owners use newspaper advertising, signage and flyers to generate needed business, Edward discovered that such traditional advertising has little traction where he is. Instead, success and growth comes from trust.

“People here know that you are trustworthy and do good, solid work,” he adds. “Once they know that, they will bring their business to you and will recommend you to others. This is a business that is built on trust and grows because of trust and quality work.” www.ssgm.com

14-06-09 1:22 PM

Shop Profile ||

To prove his point, Edward tells a story of how he once sent out nearly a thousand flyers to see if he could generate new business. “I only got two cars to come into the shop from that advertising. What I have learned over my many years here is that traditional advertising just does not work.”

Edward explains that he sees this as an overall trend in the service industry as a whole, not one restricted to just vehicle repair. People want to build a relationship with a trusted partner, someone who will be honest with them about what they need. A low-cost oil change, for example, is not enough to build a relationship with a customer that then translates into repeat business.

“People treat me as a trusted friend and I treat their vehicles as if they were my own cars,” Edward adds. “When I do an oil change, I will also do an inspection and make sure we look up all manufacturers’ recommended service work and recommend that we do that work to the customer. In that way, we build trust with vehicle owners that we are here to help them and to keep their vehicles in good working order.”

Edward has also built profitable relationships with other service providers in the area.

“I like to create a win-win situation for businesses which I work with,” Edward says. “There is a Mr. Lube at the corner of Spadina and Eglinton Ave., and I give them free technical support if there is a problem with one of their customer’s vehicles.

“I know a very good bodyshop and I helped its owner build up his bodyshop business as I sent my customers to him for any needed vehicle bodywork. He uses high-quality parts and does excellent work, all of which builds a good www.ssgm.com

p 18-19 shop profile.indd 19

relationship with my customers for him and for me.

“In the automotive business, we often hear about competition between shops. If we work together, the future of this industry will be bright.”

One of the biggest challenges facing Edward and his staff is the increasing complexity of today’s vehicle technology.

More vehicles today are relying on complex computer controls and electronics to operate engines and transmissions; and even simple service work now requires re-flashing of the ECM. “Everything is becoming high-tech, including such service-maintenance jobs as the oil change,” Edward explains.

“Today, you spend a lot of time resetting vehicle electronics. I have one technician who has a lot of experience with vehicle electronics and has a background in computers. He has been a tremendous help in keeping us up-todate on the electronics and computer technologies in today’s vehicles. I also have another fully-licensed mechanic and three apprentices, as well as a parttime technician. We are incredibly busy.”

Finding New Technicians Another challenge that comes from the increasing vehicle complexity is finding qualified technicians who can work on the vehicles. Part of that is that many young people are not interested in taking up the trade.

“Few young people today are entering the trade and once they have finished their apprenticeship and have gotten their license, they still have a long way to go to begin working on today’s vehicles. Today’s technician has to be ready for constant training and learning new systems,” Edward adds.

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14-06-03 7:41 AM

|| Skills Shortage

The Skills

Shortage Industry, governments need to come together to address the lack of skilled automotive technicians

By Tom Venetis, Editor

O

ver the last several years, a range of studies and reports have found a persistent shortage of skilled automotive technicians. This is part of a larger, nation-wide problem of a shortage of persons entering into the skilled trades across multiple industries, the automotive aftermarket being just one.

In April, the Automotive Industries Association (AIA) of Canada released a statement arguing that the national skills shortage is “severely impacting Canada’s automotive aftermarket industry with a growing number of job vacancies and not enough skilled workers to fill them.” The AIA specifically pointed to a CARS Council report that found there are over 11,800 unfilled positions in Canada’s automotive aftermarket.

When CARS Council looked at the issue in greater depth in 2009, they identified several barriers for continu-

22 SSGM June 2014

p 22,25 Training.indd 22

ing business growth in the automotive aftermarket. The employers surveyed said that three of the top five barriers to growth were the supply of qualified new hires, staff time management skills and technical skill levels. In 2009, the study found nearly 5,000 jobs that were waiting to be filled for service technicians, over 1,800 for parts counterpersons or sales consultants and 1,600 for technician specialists. Many employers also said that with advancing vehicle technologies, the skills needed amongst new hires will have to encompass diagnostics, onboard electronics, advanced braking and body control systems, hybrid electric vehicle technologies, emissions controls, airbags and climate control, to name just a few.

Canadian provincial governments have been working to fill the gap in the skilled trades. British Columbia recently released its ‘B.C.’s Skills for Jobs Blueprint: Re-Engineering Education and Training.’ The comprehensive blueprint outlined the provincial government’s strategy: “Government currently funds

education and training in excess of $7.5 billion per year. This is a lot of money from taxpayers. Re-engineering training and education doesn’t mean spending more, it means targeting more of the substantial resources already available to meet labour market priorities. So starting this fiscal year, we’re targeting over $160 million to do just that. In four years, this will ramp up to nearly $400 million per year. Over the span of our 10-year plan, this represents about $3 billion redirected towards training for high-demand occupations. That’s in addition to our capital plan, which over the next three years is targeting $185 million towards trades training infrastructure and equipment.”

The B.C.-based Automotive Retailers Association (ARA) is also looking at the issue, developing a sectorwide human resource strategy. In April, the ARA announced it had completed the second phase of the project that is designed to identify current challenges to continued on page 24

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14-06-10 7:07 AM

|| Skills Shortage

continued from page 22

filling shortages in the automotive aftermarket. Some of the challenges include an aging workforce, lack of defined career pathways, the fragmented approach to recruitment and retention and training.

The goal of the ARA’s initiative is that it will assist in making decisions about how to tackle issues of recruitment, retention and training.

“The recently completed second phase of the ARA’s government-funded labour market project included the development of a Career Awareness and Marketing strategy, and a Human Resources strategy for the industry,” says Ken McCormack, president and CEO of ARA. “The recommendations in those strategies will be implemented over the coming months and by the fall of 2014 there will be employee recruiting and retention tools and resources available to employers and the industry as a whole.”

McCormack says one of the issues being addressed is the competition that the automotive aftermarket has with other skilled trades. Other trades offer higher pay along with fewer expenses to be incurred by the new recruit, such as tools and training. “Automotive trades traditionally don’t pay what some other trades do.”

Those entering the oil and gas extraction industry, mining, construction forestry and some manufacturing jobs enjoy pay significantly higher weekly pay than automotive service.

“As a means of addressing the labour shortage, AIA has created an HR Advisory Committee that is working on a career and education/training map for entry to and advancement within the industry, detailing job progressions and specific education/training opportunities,” says Stephanie Miksik, communications coordinator, AIA Canada.

“The Committee is also looking into mirroring the success of the Autobody and Refinishing Skills Canada program in the mechanical sector and is working with the Auto Care Association (formerly AAIA) in the US to identify best practices for industry attraction. From a government relations perspective, AIA National has also been working to educate its membership about available government programs.”

24 SSGM June 2014

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Dave Samalea, chairperson, automotive and motorcycle programs, School of Transportation with Centennial College in Toronto says changes that have happened to the automotive aftermarket have put new pressures on students and for filling needed positions in the automotive service trades.

“The trade has changed dramatically over the last two to three decades,” he continues. “Technology is now firmly entrenched in virtually all areas of the automobile. Electronics are an integral part of the engine, power train, suspension, climate and convenience systems. Being able to work with these complicated systems requires the same critical thinking and problem solving skills that doctors and lawyers require, yet it seems that we do not attract that kind of individual.”

Samalea says that industry and governments have come to recognize the issue as a pressing one and have started to work much more closely together to come up with ways of more effectively addressing issues about training and apprentice support.

In a June 2013 Conference Board of Canada report, ‘The Cost of Ontario’s Skills Gap,’ the report’s author says that the “skills gaps already take a heavy economic toll on Ontario’s economy, businesses, and residents and will worsen in coming years unless immediate action is taken. Although each sector will need to tailor strategies to address its unique occupational, skills, and creden-

tial needs, addressing Ontario’s skills challenges overall and securing future prosperity will require coordination, as well as additional resources and information . . . Many stakeholders in Ontario have a role to play. Employers can increase their investments in training and development and provide more experiential learning opportunities.

Educators can better align programs to the realities of the economy. Federal and provincial governments can show leadership by investing in programs that provide skills training to underrepresented groups and underutilized workers.”

“I think industry and government recognize the issue and are working to find ways to attract and retain people in the automotive trade,” Samalea adds.

“Trade associations are doing more to promote career opportunities and the government offers wage subsidies and tax credits to employers, and incentive grants to apprentices to stay committed to complete their apprenticeship.”

McCormack says the automotive aftermarket as a whole needs to take a more proactive approach to getting young people into the service trade.

Many have failed to recognize and accept the reality that if they don’t invest in attracting new talent into the trade they are going to face a more severe skills shortage in the near future.

“Our studies show that we can expect a turnover rate of up to 30 per cent in the next five years. Shop owners must www.ssgm.com

14-06-09 1:35 PM

Skills Shortage || sponsor apprentices to grow their own future talent.”

“Many in the industry believe that mandatory certification would go a long way toward attracting more young people to our trades,” McCormack continues. “Automotive Service Technician, Collision Repair Technician and Automotive Painter/Prepper were compulsory trades in B.C. from 1996 until about 2002. The MacDonald Report (review of the Industry Training Authority), released in May 2014, included a recommendation that the government take another look at making some trades compulsory. We believe the automotive trades are worthy of this consideration.”

“There are currently a few major problems with training,” continues AIA’s Miksik. “For one thing, apprenticeship program completion rates are low because trainees are often lured to high-paying, lowand medium-skilled positions in other industries with lower barriers to entry, such as the oil and gas industry.

“As a means of encouraging apprentices to complete their training, AIA is working with the ACCC to emphasize the pay, stability and mobility benefits of trade certification. Another key issue is that the former CARS Council has disbanded due to a lack of funding. This program used to deliver on-line, justin-time training on a host of technical, management and HR skills, and AIA is now exploring the possibility of taking over the management of this training delivery.

“On a positive note, the consolidation in warehouse/distributor and supplier networks (e.g. NAPA) is improving the delivery of product, process and management training to installers, and the growth of chain retailers (e.g.

Canadian Tire, Active Green & Ross, etc.) is now having a similar effect.”

Samalea and McCormack agree that one area that needs to be addressed immediately is targeting young people early in their education to promote the automotive service trade as a viable profession. www.ssgm.com

Teaching the New Generation “We need to start to focus more on students in elementary levels of the education system . . . to show them that being an automotive service technician can be a rewarding career both from a financial and a job satisfaction standpoint,” says Samalea .

“We need to get to the kids and key influencers in careers in schools and educate them that this is not the old automotive sector where you are up to your elbows in grease and that is the best you can expect from your career,” McCormack adds. “This is a highly technical career.”

Automotive service shop owners also need to be more aggressive in offering competitive salaries and to take an active part in training and educating new apprentices and hires,

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“The industry has to understand that to attract and retain high quality technicians comes at a price and the driving public also has to realize that the complicated piece of technology sitting in their driveway needs technicians with a high level of skill to be able to correctly diagnose and repair it.”

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14-06-09 1:36 PM

|| TACT

We Attract Who

We Are

By Murray Voth, TACT

A

s those close to me know, I don’t get angry easily. However, even though I have a slow burning fuse, when I blow a gasket you are going to have to rebuild the whole engine. I was at that point a few weeks ago after hearing from some service advisors and technicians regarding their working conditions. Although I have the privilege of working with a lot of shop owners that work hard keeping their businesses profitable, up to date, with a well balanced human resources approach, I have met a few recently that confuse me. They come to my courses and workshops and argue with me and the rest of the class that it is not possible to charge properly for parts, shop supplies and diagnosis. They state that their customers won’t pay, that they will be accused of being crooks and that there is always another shop out there that will do it cheaper. Then I find out that some of these same shops have hoists that are out of service so there are not enough for each technician, and there always seems to be one bay full of old junk. In addition, the bathroom for the technicians is out of service and since they are not allowed to use the office bathroom they have to go across the street to a Tim Horton’s.

I hear reports of shops that don’t own their own scan tools so that each technician needs to buy their own. But what really got to me was hearing from service advisors that have to stand all 26 SSGM June 2014

p 26,27 TACT team.indd 26

day behind the counter without a chair, on in some cases the only thing they have to sit on is one of those stools you get from parts suppliers with a promotional package. Or one advisor had an old office chair with duct tape wrapped around the arms and patching several wornout areas of the chair. Another advisor asked for a telephone headset to keep her from getting headaches from holding the phone on her shoulder, and was told it was not necessary.

You Attract the Customer You Get I truly believe that if you live in a world of scarcity, you will attract customers that see the world in the same way. It seems to me that all some of you have experienced is cheap negative customers, but it seems that when it comes to running your business, you are cheap and negative as well. I wonder which came first? There are quite a few shop owners in this industry who don’t understand the value of what they do, how much they are worth to society. Imagine one week in this country without a single automotive technician around to service and repair vehicles. It would be chaos.

The government would have to call in emergency measures. What has happened is that a technician who is a wage earner decides to open their own shop and still acts like a wage earner rather

than a businessperson.

If all businesses in Canada played the price game and all the prices spiraled to the bottom, what would happen to our economy, our wages and our tax base?

Think about it. There are hundreds and thousands of businesses operating in Canada that are profitable and growing and are not the cheapest. How can they do that? It is called their value proposition. People will pay money for things they value, and each person’s perception of value is different. So what is your value proposition? What differentiates your shop from those other “cheaper” shops? If you are either cheap or broke, or tolerate substandard tools and equipment, or see employees just as a cost rather than the drivers of your business, you will get what you asked for. Customers who are cheap or broke, customers that tolerate vehicles in poor www.ssgm.com

14-06-09 1:48 PM

TACT || operating condition, and customers that see you and your staff as just an obstacle to getting what they think they want, a cheap solution to their problem.

Low Price Is A False Distinguisher There is a segment of consumers that believe for some reason that if a litre of milk is $2 at one store and $3 at another, that the one charging the higher price is ripping the customer off. Apparently, they think there is government legislation that controls pricing. The only law there is states the customer must be aware of the price they are paying; you have to have price tags so the consumer can make a decision. What is more astounding is that I meet business people, including shop owners, that believe the same thing. Again, they do not understand the value proposition. I may choose to buy the cheaper milk in order to save money when I am buying a week’s worth of groceries, and don’t mind waiting in line to pay. However, if I need to quickly buy a litre of milk on my way to the office, I will pay the higher price, because I know that store always has lots of cashiers on so I won’t have to wait.

Twenty-five per cent of North Americans cannot afford their car. The American Automotive Association has studied this over the last several years.

That is not a problem for a shop owner; that is a problem for society. My point here is that if shop owners do not operate profitable shops they and their employees could join the ranks of those who cannot afford their car. The shop owner needs to focus on the remaining 70 per cent.

What Do Vehicle Owners Want What the 70 per cent want according to J.D. Power and Associates is the following: 1) vehicle completed when promised, 2) the invoice at the end of the day is the same as the last estimate given and 3) the vehicle is fixed right the first time. They don’t have to bring it back for the same concern twice or more.

What does it take to get a vehicle completed when promised? First of all, stop over promising and under delivering. Make sure you under promise and www.ssgm.com

p 26,27 TACT team.indd 27

over deliver. Show the client the value of leaving their vehicle for a slightly longer period of time, to allow you to do the best job possible. Have highly trained technicians and service advisors that communicate non-verbally throughout the day in order to meet the promised time. Perform proper inspections and thorough diagnosis so that the advisors can order the correct parts the first time. And have shuttles and/or courtesy cars available just in case something goes wrong that ties up the customer’s car. It is impossible to be perfect, but we can create ways to compensate.

What does it take to have the invoice the same as or less than the last estimate? Start with giving your customer an estimate! I still cannot believe how many shops still accept keys from the customer and then go ahead without giving them an estimate. Regardless of what the customer says, tell them that you are not their financial manager, and that you will be providing an estimate for them before you start, and that you will be updating it as the process progresses. This means that we need to have enough service advisors to perform these duties. We need our technicians to inform of any changes in the repair or maintenance process that may need more time and more dollars, not just go ahead and fix it without the client’s authorization.

What does it take to have a vehicle fixed right the first time, every time?

Stop rushing your technicians, and stop interrupting them and pulling them off of jobs. The majority of technicians in Canada are doing a great job. All of them would be more consistent and do an even better job if they had the following: 1) clear description of the client’s concern from the advisor, 2) the

job sold for the proper labour time so that they do not have to rush. If there is rust or the expectation of a broken bolt or stud, these items should be estimated ahead of time. That way the customer does not get a surprise, the advisor does not have to keep calling the customer to ask for more money, and the technician has enough time to get the job done right. And 3), much of number 2 applies here as well, but in addition, we need to learn how to schedule our shops better.

We need to learn that there are three appointments involved here. The first is the consultation regarding the client’s concern, the second is when the vehicle is dropped off, (which can coincide with the first) and the third is when the technician actually works on the vehicle. We need to stop scheduling all three at the same time. That way we will stop rushing the technicians through jobs, and/or pulling them off of jobs.

So, in order to attract and keep the 70 per cent of people who can afford their car we will need to invest in quality advisors and technicians. We will need to provide them with the quality tools and equipment to perform their jobs well. We need to provide them with systems and procedures that will get the results that our clients are demanding. And we will need to invest in training for our team and ourselves.

This will take money. This means that in order to pay for this quality, we are going to need to charge for this quality.

The two go hand in hand. For Pete’s sake, if a shop cannot afford a $150 office chair for their service advisor, or even if they can afford it but will not spend the money, you have just told me the type of customers you specialize in serving.

SSGM

Dave Meunier’s Automotive Management Training and Consulting group is one of the most sought after providers of business solutions for shop owners in Canada. Contact Lee Meunier, toll free at 1-866-489-8228 (TACT) or by email Lee@proshopmanager.ca June 2014 SSGM 27

14-06-09 1:49 PM

|| Jim’s Rant

A Small Thing That Matters A

By Jim Anderton, Technical Editor

The FS-10 is ubiquitous, reasonably durable and not expensive as compressors go, but in this case, I elected to replace the clutch only as the unit was still strong, with a clean orifice tube and no sign of the dreaded “black death” in the system.

ir conditioning work is a big issue in lots of Canadian shops this time of year, and whether or not you believe that global warming is a fact, only the most cash-strapped of Canadian motorists will balk at repairing the system. I recently experimented with a Ford FS-10 compressor, or more accurately, its clutch assembly. The FS-10 is ubiquitous, reasonably durable and not expensive as compressors go, but in this case, I elected to replace the clutch only as the unit was still strong, with a clean orifice tube and no sign of the dreaded “black death” in the system.

The clutch was shot, as evidenced by the fragments of clutch facing all over the engine compartment. The service clutch is really the whole pulley assembly and costs almost as much as a low end reman compressor, so it’s not often replaced by itself. In my application, however, it was easy enough to slip off the belt, back out the 6mm centre bolt and remove the splined clutch disk to expose the snap ring.

After the snap ring pliers released the ring with enough force to fire it across the shop (never to be seen again) the pulley released with a simple puller. The new assembly (and a new snap ring) went on even faster, but the result was still no cold air. In fact there was no clutch movement at all. The gap looked a little big, but I expected at least an attempt to engage when the coil was energized. The coil tested OK (just under 4 ohms of resistance) and there was power to the coil so I examined the gap again. It was too big, much too big and after some work with the standard shim kit, the unit performed perfectly. But why didn’t the clutch move at all with the big gap? A quick look at one of my old textbooks showed why. It turns out that the strength of a magnetic field in a simple system like our round coil electromagnet is proportional to the square of the distance between magnet and iron clutch plate.

Magnetic Field Strength

x

1 (distance from magnet)²

x = “is proportional to”

The math isn’t too serious, but expressed as a ratio, the actual gap, 60 thousandths of an inch, was a lot bigger than the specified 35 thousandths. But is it that important?

The result of the math (the “inverse square law”) shows that the extra gap reduces the magnet’s strength by three times! It’s no wonder I didn’t see any plate movement. Now imagine if you could cheat the spec a little and get a 25 thousandths gap without dragging the clutch. The magnetic field strength would double! The inverse square law means that the maximum clearance spec is critical for pulling in the compressor, and as the clutch wears, removing a shim or two might be worth doing on an easy to service unit like the FS-10, where it’s one bolt and no belt removal required. It could be an added value service for a midlife vehicle in for an A/C system “tune up.” And if you’re working on an FS-10, don’t drop the shims. They don’t fly as far as the snap ring, but they’re just as impossible to find when you do.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 28 SSGM June 2014

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dentifix began as an auto repair hotline offering live technical assistance to professional shop owners and technicians seeking expertise on various vehicle issues. More than 4 million calls later, our Repair Hotline is still providing personal service to customers across North America with over 45 OE factory-trained, ASE Master, L1 Carline Specialists. These hotline interactions have enabled us to compile an exclusive database of short-cut tests and confirmed fixes which have been validated by our Carline Specialists and made available in our award-winning online tool, Direct-Hit®.

With more than 600,000 Hotline Archives, Direct-Hit delivers exclusive, real-world knowledge that dramatically reduces diagnostic time compared to factory flowcharts. Genuine OEM service & repair information helps you finish the job with speed, accuracy and confidence. For additional revenue, run Factory Scheduled Maintenance plans and sell manufacturer recommended service.

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Many of us are former technicians. We know the pride you feel in a job done right the first time, but we also understand the frustration you experience when you don’t have time to puzzle through a tough vehicle issue.

Headquartered in Roseville, Minnesota, Identifix serves customers in the United States, Canada and Latin America.

www.ssgm.com

14-06-09 1:51 PM

Tool Test ||

Mitutoyo 511-Series

Dial Bore Gauge

By Jim Anderton, Technical Editor

I

n automotive and light truck repair, most tools are designed for the trade. Simple hand tools might be common to industrial applications, but nothing is as time critical as automotive repair, which has led to lots of special, labour saving tools. If you rebuild engines for a living, or just want to do it once and not again for a long time, measuring what you have, be it journal diameters, bearing clearances or bore sizes, is critical. Cylinder bores are the heart of the rebuild, and whether to re-bore (and if so by how much) can determine whether or not the job is cost effective.

SSGM recently tested Mitutoyo’s 511-833 (part of the firm’s 511 Series) dial bore gauge on a standard aluminum V-8 bare block with dry liners that had severe ring blow-by. Mitutoyo is not a common brand name in most shops, but in precision industrial and scientific metrology, it’s a major brand and like the repair trade tool vendors, carries a large catalogue of time saving tools. The 511-833 dial bore indicator ships in a sturdy blow molded case with the base unit, extension bars, tools and a set of multilingual instructions.

The “511” is easy to use. We followed the simplified instructions and had the unit assembled in under five minutes. The design of the tool uses a three point contact with the bore, guaranteeing true diameter readings with simple handling.

A carbide ball tip prevents marring of the workpiece, making the unit ideal for measurements in soft aluminum parts like connecting rod big ends. Once set to the desired value, in this case 3.500 inches, the dial indicator shows how much under or over the bore is, simply by drawing the tool up and around the bore. This allows the tech to very quickly

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measure bore taper, ovality and overall wears, as well as any serious surface imperfections. Could you do this the old fashioned way, with a bore gauge and micrometers? Yes, but with this technique, multiple checks are required, easily a dozen or more for a careful job, which adds up time-wise in a multi-cylinder application like a V-8. In addition, the Mitutoyo “511” allows the tech to “sweep” the bore, picking up voids or pits that could be easily overlooked with the limited number of contact points available with traditional gauging. In our test block, one cylinder had a void in one bore that the Mitutoyo tool picked up immediately. That bore needed a new liner, and without the dial gauge there’s a real risk that the block would have been sent for a 20 “thou” overbore that wouldn’t clean up the issue, wasting time and money.

The “511” saved lots of time and effort. The series can be configured with a wide range of accessories to expand the range of measurements and the tool’s reach and for true precision junkies there are super-accurate ring-type standards available for bench testing of the unit. Precision measuring tools like the 511-833 aren’t cheap, but they’re much faster than conventional bore gauging, making the time saving significant in cylinder measurement as well as bearing bores, re-sized rods and multiple other engine tasks. And the other advantage of using tool and die quality measuring tools?

The Mitutoyo unit can be tested, calibrated and if necessary, repaired by in house technicians at the firm’s Canadian office.

Is it worth the money? Considering how easy it is to invest four or five thousand dollars in a good rebuild of a high performance engine, the answer is clearly “Yes.” SSGM June 2014 SSGM 31

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|| Contributed Editorial

Connected To

Success

By Karole Lauzier, VP, VL Communications

ulse Width Includes P (PWM) n o ti la ks, Modu for GM truc s capabilitie d Asian and de plus expan overage. c n a e p ro u E www.redi-sensor.com

Never any added sensor programming or cloning steps with REDI-Sensor™ TPMS! Now covers an

additional 15 Million vehicles in North America!

• Ready out of the box!

• Pre-programmed and designed to follow OE vehicle relearn procedures • Works with all major TPMS scan tools • Reduces inventory and eliminates service delays • OE designed and validated For more information, e-mail: salessupport-us@vdo.com or call: 800-564-5066

See why VDO REDI-Sensor™ saves time and money.

Watch the video:

VDO and REDI-Sensor – Trademarks of the Continental Corporation

32 SSGM June 2014

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remember when my garage mechanic looked for parts flipping through huge paper catalogues that looked like thick phone directories. Today, just as the Internet has made those paper catalogues obsolete, it is making the old ways of doing business obsolete as well.

E-Commerce

Today’s shop management software will provide direct supplier links to parts and tires. Once a part is found, a single click should be sufficient to import the part on the customer’s estimate and another to send the order to the part supplier. This kind of integration should enable a service writer to produce not only the estimate for the customer, but also the purchase order for the part supplier. This is what distinguishes good shop management software from the rest.

Giving your client access to their customer file

Providing access to your customer’s vehicle history or work order means that they will prefer you to other garages that don’t. Allowing a fleet manager to remotely access his file, his invoices or the repair history of his vehicles, is to guarantee an exclusive relationship with him.

Sending reminder letters and invoices by email

This is a great advantage for two reasons: not only it is good for the environment not to produce printed invoices, but you will find more and more clients asking you to send such documents by email. In your research, look for software that can provide this service. Above all, shop around recommended providers before making your choice.

Receive orders through the Internet

Many tire dealers were asking to have integration between their web sites and their management system to allow them to automatically invoice their online sales. Today, some providers offer this option.

Such an electronic integration allows garage customers to choose tires and rims, and place their orders online. Orders are invoiced in a click and integrated to the accounting module. The inventory is deducted. Managers save time and money.

This reduces to nothing the time that is spent on the phone checking if we have in stock what the customer is looking for.

SSGM

www.ssgm.com

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SSGM BAYWATCH New Products Denso Cabin Air Filters The First Time Fit Cabin Air Filter program includes coverage for more than 117 million vehicles for a full range of domestic and import applications.

Denso’s electrostatically-charged particulate filters capture ultra-fine particles.

The charcoal filters feature a multi-layer filter structure embedded with activated charcoal.

Denso www.densocaf.com

It’s been bringing home the bacon, corn, hay, dirt, gravel, rocks, grain, seed, fertilizer, firewood, lumber, and scrap metal for over 40 years.

Gates HD Tensioner Real-world tested on DD Series Engines, the DriveAlign HD tensioner from Gates boasts true heavy-duty performance up to 350,000 miles. This advanced and drop-in ready solution will save both downtime and money.

Gates

www.gates.com

Cardone Adds New Parts

t’s r. Tha neve e g h in w t er, tec hatev t, pro o ir w t d o o e d l or g mor d. It’l page pture frien k a t o c s . o e t s b ine tha ceb man’s lters r eng ur Fa ve fo uck is vy-duty fi isit o r V lo t . ir g s ea the rkin orse bout e of h rdwo orkh , a ha ries a ltitud valued w o u m t r s m a f ll sa te ® build your On a mers e of WIX custo he lif r t u g o why WE in tch xtend to wa E m and e o e.c LOV ! arag wixg INES

ENG

wixfilters.com wixfilters.com

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Cardone announced the release of 24 A1 Cardone reman numbers and 25 Cardone Select new part numbers.

These include Brake Calipers for the 2013 Ford Fusion/Mercury MKZ, an ECM for the 2005 Ford F150 and a Water Pump for the 2011-2013 Ford Mustang and Ford F150 5.0L. Cardone www.cardone.com

www.ssgm.com

14-06-10 9:20 AM

News Briefs ||

continued from page 10

Andrew Davies (Canadian Tire Corp.), Bob MacDonald (Wakefield Canada Inc.), and Doug Reevey (Autotec Inc.) whose terms with the board ended.

“I am excited to welcome our new chairman and our new directors into their new positions and to work with them to best benefit our membership in the coming year, “ said Marc Brazeau, president and CEO, AIA Canada. “I would also like to personally thank all of our retiring directors for their invaluable contributions to the Board and to the Association.”

Wagner Brake Engineers Explain Transition to Low- and Zero-Copper Brake Pads Automotive service providers and other aftermarket professionals can learn more about the industry’s transition to low- and zero-copper brake pads through a brief technical video now available on the Wagner Brake brand’s website, www.WagnerBrake.com.

The new video, featuring FederalMogul product development manager Sarah Olson, explains the global implications of recent legislation mandating the dramatic reduction of copper and other potentially hazardous materials in original equipment and replacement brake pads. Olson is part of the engineering team that developed a broad portfolio of low- and zero-copper formulations.

In 2013, Wagner Brake introduced a full line of 2021-compliant Wagner Auto-Camping Ltd. Appoints VP of Operations Auto-Camping announced the appointment of Paul Wilkes as VP of operations.

A seasoned operations executive with Dominion Group Inc., Paul joins the European import parts and lubricants specialist in order to optimize the head office and distribution center responsibilities.

With his experience, Paul will strengthen the senior management team and spearhead the advancement of Auto-Camping’s European parts and lubricants business. www.ssgm.com

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ThermoQuiet CeramicNXT replacement brake pads featuring the brand’s exclusive OE21 low-copper friction technology.

“We continue to extend our leadership in low-copper technology with a number of first-to-market 2021-compliant brake pads for late-model vehicles,” said Chris Battershell, director of braking, North America, Federal-

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June 2014 SSGM 35

14-06-09 1:18 PM

|| News Briefs

continued from page 35

Mogul Vehicle Components division.

“As the market leader, we feel it is important not only to explain why lowcopper legislation is affecting all parts and service providers, but also to detail the significant performance advantages of our new, compliant technology.”

To learn more about low- and zerocopper brake pads, visit http://www.

WagnerBrake.com.

Delphi Product And Service Solutions Announces New Training Course Delphi Product & Service Solutions to perform a brake bleeding process announces a new instructor led train- on vehicles equipped with anti-lock ing course focusing on the service brakes, how a hybrid brake-by-wire and repair of ABS, stability control system works and much more. Conand traction control systems. Techni- tact Delphi at 1-800-550-TECH cians can learn from Delphi’s leading (8324) for more information about edge professional instructors on how this course and the other 24 Delphi instructor led courses, or contact your local Delphi distributor to be notified of upcoming classes.

COURSE NAME: Anti-lock Brake, Stability Control and Traction Control Systems COURSE SKILL LEVEL: Intermediate to Advanced AUDIENCE: All automotive aftermarket technicians PREREQUISITES: A basic understanding of braking systems DURATION: Four Hours COURSE DESCRIPTION: This course from Delphi is designed to help technicians become more familiar with Anti-lock Brake (ABS), Electronic Stability Control (ESC) and Traction Control Systems (TCS). Topics covered will include the components and operation of anti-lock brake, stability and traction control systems, which are essential for understanding more complicated braking and chassis control systems.

A better understanding of how these systems operate will enable technicians to become more efficient in system diagnostics and repair.

Course discussion will include some of the more complex systems such as hybrid brake-by-wire, torque management and total system integration including CAN communications, which is necessary so information can be shared between chassis and powertrain controllers.

Learn more about Delphi at delphiautoparts.com or call 877550-TECH (8324).

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14-06-09 1:19 PM

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14-06-02 8:22 AM

Original BMW Parts

bmw.ca/parts

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QUALITY BUILDS CONFIDENCE, CONFIDENCE BUILDS BUSINESS. REPAIR WITH ORIGINAL BMW PARTS.

Only Original BMW Parts are quality engineered for the high performance demands of BMW vehicles. Demand the right part for the job, build your customers’ confidence and your business. Order Original BMW Parts 24/7 with PaSS*, BMW’s online parts ordering system.

By using Original BMW Parts you benefit from: • Parts that are BMW engineered, tested and approved • Parts that fit right the first time • 2 year manufacturer’s limited warranty • Competitive pricing • Same-day delivery** For more information, please consult your BMW Retailer and visit www.pass.bmw.com. *Access limited to registered participants only. Certain conditions may apply. **BMW Group Canada delivery to most authorized Retailers. Certain restrictions and limitations may apply. ©2014 BMW Canada Inc. “BMW”, the BMW logo, BMW model designations and all other BMW related marks, images and symbols are the exclusive properties and/or trademarks of BMW AG, used under licence.

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