october2021 - 21

Dropping downtime and
upping throughput
technician determining the complexity of the issue. "
That first technician assigned to the vehicle can
then jump into action or allocate the repair to a
" Our service team's goals are to initiate triage within
two hours of arrival and provide an update within
four hours, " said Cummings of Rush's best practice
target. " The intent is to perform a preliminary
assessment of each vehicle as it arrives, with a triage
specialist.
" Simple repairs can then be completed by the
triage technician or an accelerated repair technician, "
Cummings said. " More complex repairs that
require extensive diagnostics are reassigned to the
appropriate technician with expert diagnostic and
repair skill sets. "
At AM PM Diesel Services, noted Bowman, best
practices are to first diagnose each unit using Fullbay
software and a range of diagnostic tools, and then
find out how fast parts can be available. That way, a
service order can be created in Fullbay and a technician
can be assigned based on the repair type.
From there, the service
provider can organize
repairs based on time
and parts availability. " Of
course, we also will move
units up and down the
repair priority list based
on our customers' needs, "
he added.
At Rush Truck Centers
dealerships, Cummings
also pointed out that
guides are available to all
service personnel on the
company intranet. New
service employees also
receive check-in process
training as part of the
company's onboarding
process, and supervisors
may assign training as
well. Additionally, Rush
Enterprises
conducts
workshops with dealership
personnel to provide
guidance on the overall
triage process.
" Technician training
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is the key to, and a huge
advantage for, diagnosis
and seeing what's going
on with the vehicle, "
Schell noted. " Diagnostics
is just data; it's the knowledge
to know what it
means and having a strategic
approach to interpreting
that information
that should be a focus of
education for technicians.
The more connected vehicles
become, the smarter
we need to be. "
" Any efficient
shop
operation requires an
effective triage process, "
said Hedman. " If triage is
not performed correctly,
labor or parts estimates
can be inaccurate, causing
longer downtime
than expected and
potentially depleting a
shop's resources that are
needed to work on other
vehicles. "
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october2021

Table of Contents for the Digital Edition of october2021