Automotive News Canada - October 2020 - F14

FIXED OPS JOURNAL

COVER STORY

Though not highly profitable, fast oil changes and quick replacement of regular wear items can boost customer satisfaction and increase retention.

Toyota's approach borrows from manufacturing

F

or express lanes to run properly,
techs have to perform each task at
the required time exactly the same
way on every vehicle, every time.
But because of turnover and other factors, it
is one of the most difficult aspects of running
an express lane. For help, some dealers turn
to consulting firms for training, and many automakers such as Toyota offer additional instructional aids to their franchisees.
Toyota's approach to achieving consistency
in the express lane takes a page from the company's manufacturing playbook, says Sharon
Whitson, Toyota's North American service
operations manager for guest experience and
retention.
"With our express program, we use stan-

PAGE 14

OCTOBER 2020

dardized work like we do in manufacturing,"
Whitson told Fixed Ops Journal. "What that
does is ensures the technician process is efficient for every vehicle that comes in for every
service. Standardized work along with a
two-person team makes sure that [express
service] is always efficient."
In Toyota parlance, standardized work
means the best-known and demonstrated
method for making a product or offering a
service.
"When you give standardized work to employees, they know what their job is, and they
don't have to guess at it," Whitson says. "They
can do the same thing every time."
Roughly half of Toyota's 1,500 North American stores offer express service, and that num-

ber is increasing, Whitson says. To help new
express techs learn standardized work, the
automaker offers online courses, and dealers
can have Toyota trainers visit when express
service is introduced.
Whitson says Toyota believes fast service
keeps customers loyal to the brand.
"We're focused on respect for people, so respecting customers' time is extremely important to us," she says.
"In addition, there's a ton of data that shows
getting in and out of a service department in a
timely way leads to higher retention. If customers are getting in and out of a Toyota dealership in an efficient way, then they are going
to come back."
- Richard Truett



Automotive News Canada - October 2020

Table of Contents for the Digital Edition of Automotive News Canada - October 2020

Automotive News Canada - October 2020 - Intro
Automotive News Canada - October 2020 - 1
Automotive News Canada - October 2020 - 2
Automotive News Canada - October 2020 - 3
Automotive News Canada - October 2020 - 4
Automotive News Canada - October 2020 - 5
Automotive News Canada - October 2020 - 6
Automotive News Canada - October 2020 - 7
Automotive News Canada - October 2020 - 8
Automotive News Canada - October 2020 - 9
Automotive News Canada - October 2020 - 10
Automotive News Canada - October 2020 - 11
Automotive News Canada - October 2020 - 12
Automotive News Canada - October 2020 - 13
Automotive News Canada - October 2020 - 14
Automotive News Canada - October 2020 - 15
Automotive News Canada - October 2020 - 16
Automotive News Canada - October 2020 - 17
Automotive News Canada - October 2020 - 18
Automotive News Canada - October 2020 - 19
Automotive News Canada - October 2020 - 20
Automotive News Canada - October 2020 - 21
Automotive News Canada - October 2020 - 22
Automotive News Canada - October 2020 - 23
Automotive News Canada - October 2020 - 24
Automotive News Canada - October 2020 - 25
Automotive News Canada - October 2020 - 26
Automotive News Canada - October 2020 - 27
Automotive News Canada - October 2020 - 28
Automotive News Canada - October 2020 - 29
Automotive News Canada - October 2020 - 30
Automotive News Canada - October 2020 - 31
Automotive News Canada - October 2020 - 32
Automotive News Canada - October 2020 - F1
Automotive News Canada - October 2020 - F2
Automotive News Canada - October 2020 - F3
Automotive News Canada - October 2020 - F4
Automotive News Canada - October 2020 - F5
Automotive News Canada - October 2020 - F6
Automotive News Canada - October 2020 - F7
Automotive News Canada - October 2020 - F8
Automotive News Canada - October 2020 - F9
Automotive News Canada - October 2020 - F10
Automotive News Canada - October 2020 - F11
Automotive News Canada - October 2020 - F12
Automotive News Canada - October 2020 - F13
Automotive News Canada - October 2020 - F14
Automotive News Canada - October 2020 - F15
Automotive News Canada - October 2020 - F16
Automotive News Canada - October 2020 - F17
Automotive News Canada - October 2020 - F18
Automotive News Canada - October 2020 - F19
Automotive News Canada - October 2020 - F20
Automotive News Canada - October 2020 - F21
Automotive News Canada - October 2020 - F22
Automotive News Canada - October 2020 - F23
Automotive News Canada - October 2020 - F24
Automotive News Canada - October 2020 - F25
Automotive News Canada - October 2020 - F26
Automotive News Canada - October 2020 - F27
Automotive News Canada - October 2020 - F28
https://www.nxtbook.com/nxtbooks/crain/canada_20241021
https://www.nxtbook.com/nxtbooks/crain/canada_20240916
https://www.nxtbook.com/nxtbooks/crain/canada_20240819
https://www.nxtbook.com/nxtbooks/crain/canada_20240715
https://www.nxtbook.com/nxtbooks/crain/canada_20240617
https://www.nxtbook.com/nxtbooks/crain/canada_20240520
https://www.nxtbook.com/nxtbooks/crain/canada_202404
https://www.nxtbook.com/nxtbooks/crain/canada_202403
https://www.nxtbook.com/nxtbooks/crain/canada_202402
https://www.nxtbook.com/nxtbooks/crain/canada_202401
https://www.nxtbook.com/nxtbooks/crain/canada_202312_supp
https://www.nxtbook.com/nxtbooks/crain/canada_202312
https://www.nxtbook.com/nxtbooks/crain/canada_202311
https://www.nxtbook.com/nxtbooks/crain/canada_202310
https://www.nxtbook.com/nxtbooks/crain/canada_202309
https://www.nxtbook.com/nxtbooks/crain/canada_202308
https://www.nxtbook.com/nxtbooks/crain/canada_202307
https://www.nxtbook.com/nxtbooks/crain/canada_202306
https://www.nxtbook.com/nxtbooks/crain/canada_202305
https://www.nxtbook.com/nxtbooks/crain/canada_202304
https://www.nxtbook.com/nxtbooks/crain/canada_202303
https://www.nxtbook.com/nxtbooks/crain/canada_202302
https://www.nxtbook.com/nxtbooks/crain/canada_202301
https://www.nxtbook.com/nxtbooks/crain/canada_202212
https://www.nxtbook.com/nxtbooks/crain/canada_202212_supp
https://www.nxtbook.com/nxtbooks/crain/canada_202211
https://www.nxtbook.com/nxtbooks/crain/canada_202210
https://www.nxtbook.com/nxtbooks/crain/canada_202209
https://www.nxtbook.com/nxtbooks/crain/canada_202208
https://www.nxtbook.com/nxtbooks/crain/canada_202207
https://www.nxtbook.com/nxtbooks/crain/canada_202206
https://www.nxtbook.com/nxtbooks/crain/canada_202205
https://www.nxtbook.com/nxtbooks/crain/canada_202204
https://www.nxtbook.com/nxtbooks/crain/canada_202203
https://www.nxtbook.com/nxtbooks/crain/canada_202202
https://www.nxtbook.com/nxtbooks/crain/canada_202201
https://www.nxtbook.com/nxtbooks/crain/canada_202112
https://www.nxtbook.com/nxtbooks/crain/canada_202111_supp
https://www.nxtbook.com/nxtbooks/crain/canada_202111
https://www.nxtbook.com/nxtbooks/crain/canada_202110
https://www.nxtbook.com/nxtbooks/crain/canada_202109
https://www.nxtbook.com/nxtbooks/crain/canada_202108
https://www.nxtbook.com/nxtbooks/crain/canada_202107
https://www.nxtbook.com/nxtbooks/crain/canada_202106
https://www.nxtbook.com/nxtbooks/crain/canada_202105
https://www.nxtbook.com/nxtbooks/crain/canada_202104
https://www.nxtbook.com/nxtbooks/crain/canada_202103
https://www.nxtbook.com/nxtbooks/crain/canada_202102
https://www.nxtbook.com/nxtbooks/crain/canada_202101
https://www.nxtbook.com/nxtbooks/crain/canada_202012
https://www.nxtbook.com/nxtbooks/crain/canada_202011
https://www.nxtbook.com/nxtbooks/crain/canada_202010
https://www.nxtbook.com/nxtbooks/crain/canada_202009
https://www.nxtbook.com/nxtbooks/crain/canada_202008
https://www.nxtbook.com/nxtbooks/crain/canada_202007
https://www.nxtbook.com/nxtbooks/crain/canada_202006
https://www.nxtbook.com/nxtbooks/crain/canada_202005
https://www.nxtbook.com/nxtbooks/crain/canada_202004
https://www.nxtbook.com/nxtbooks/crain/canada_202003
https://www.nxtbook.com/nxtbooks/crain/html_test
https://www.nxtbook.com/nxtbooks/crain/canada_202002_v2
https://www.nxtbook.com/nxtbooks/crain/canada_202002
https://www.nxtbook.com/nxtbooks/crain/canada_202001
https://www.nxtbook.com/nxtbooks/crain/canada_201912
https://www.nxtbook.com/nxtbooks/crain/canada_201911
https://www.nxtbook.com/nxtbooks/crain/canada_201910
https://www.nxtbook.com/nxtbooks/crain/canada_201909
https://www.nxtbook.com/nxtbooks/crain/canada_201908
https://www.nxtbook.com/nxtbooks/crain/canada_201908_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201907
https://www.nxtbook.com/nxtbooks/crain/canada_201906
https://www.nxtbook.com/nxtbooks/crain/canada_201905_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201905
https://www.nxtbook.com/nxtbooks/crain/canada_201904
https://www.nxtbook.com/nxtbooks/crain/canada_201903
https://www.nxtbook.com/nxtbooks/crain/canada_201902_v3
https://www.nxtbook.com/nxtbooks/crain/canada_201902
https://www.nxtbook.com/nxtbooks/crain/canada_201901
https://www.nxtbook.com/nxtbooks/crain/canada_201812
https://www.nxtbook.com/nxtbooks/crain/canada_201811
https://www.nxtbook.com/nxtbooks/crain/canada_201810
https://www.nxtbook.com/nxtbooks/crain/canada_201809
https://www.nxtbook.com/nxtbooks/crain/canada_201808
https://www.nxtbook.com/nxtbooks/crain/canada_201807
https://www.nxtbook.com/nxtbooks/crain/canada_201806
https://www.nxtbook.com/nxtbooks/crain/canada_201805
https://www.nxtbook.com/nxtbooks/crain/canada_201804
https://www.nxtbook.com/nxtbooks/crain/canada_201803
https://www.nxtbook.com/nxtbooks/crain/canada_201802
https://www.nxtbook.com/nxtbooks/crain/canada_201801
https://www.nxtbook.com/nxtbooks/crain/canada_201712
https://www.nxtbook.com/nxtbooks/crain/canada_201711
https://www.nxtbook.com/nxtbooks/crain/canada_201711_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201710
https://www.nxtbook.com/nxtbooks/crain/canada_201709
https://www.nxtbook.com/nxtbooks/crain/canada_201708
https://www.nxtbook.com/nxtbooks/crain/canada_201707
https://www.nxtbook.com/nxtbooks/crain/canada_201706
https://www.nxtbook.com/nxtbooks/crain/canada_201705
https://www.nxtbook.com/nxtbooks/crain/canada_201704
https://www.nxtbook.com/nxtbooks/crain/canada_201703_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201703
https://www.nxtbook.com/nxtbooks/crain/canada_201702
https://www.nxtbook.com/nxtbooks/crain/canada_201702_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201701
https://www.nxtbook.com/nxtbooks/crain/canada_201612
https://www.nxtbook.com/nxtbooks/crain/canada_201611
https://www.nxtbook.com/nxtbooks/crain/canada_201610
https://www.nxtbook.com/nxtbooks/crain/canada_201609
https://www.nxtbook.com/nxtbooks/crain/canada_201608
https://www.nxtbook.com/nxtbooks/crain/canada_201607_test
https://www.nxtbook.com/nxtbooks/crain/canada_201607
https://www.nxtbook.com/nxtbooks/crain/canada_launch2016
https://www.nxtbookmedia.com