Building Brand Loyalty Through Outstanding Service Support...Building Brand Loyalty Through...
Transcript of Building Brand Loyalty Through Outstanding Service Support...Building Brand Loyalty Through...
Building Brand Loyalty Through Outstanding Service Support
Open Standards DiagnosticsRepairing a Broken Business Model
Building Brand Loyalty Through Outstanding Service Support
Open Standards DiagnosticsRepairing a Broken Business Model
Mark SaxonbergManager – Industry & Government
Relations, EH&S Compliance Product Quality & Service Support
Toyota Motor Sales USA, Inc.
Mark SaxonbergManager – Industry & Government
Relations, EH&S Compliance Product Quality & Service Support
Toyota Motor Sales USA, Inc.
Today’s PresentationToday’s Presentation
• Evolution of a broken service support business model• Four breakthroughs that are making a difference
• Emerging Toyota service support systems – the promise of open standards diagnostic solutions
• Service Support of the Future – a proposal for Industry-wide use of open standards diagnostics
• Harmonization between emerging European diagnostic standards and existing J2534 standards
• Keeping the global auto repair industry business model on track through cross industry/government partnerships
• Evolution of a broken service support business model• Four breakthroughs that are making a difference
• Emerging Toyota service support systems – the promise of open standards diagnostic solutions
• Service Support of the Future – a proposal for Industry-wide use of open standards diagnostics
• Harmonization between emerging European diagnostic standards and existing J2534 standards
• Keeping the global auto repair industry business model on track through cross industry/government partnerships
Evolution of a Broken Business Model - how and why it broke -
Evolution of a Broken Business Model - how and why it broke -
• Environment and safety regulations
• Enabling electronic technologies – CAN networks
• Consumer demand for improved economy & performance
• Competition between automakers – more advanced/complicated product features
• Ever increasing complexity in product and diagnostics
• Environment and safety regulations
• Enabling electronic technologies – CAN networks
• Consumer demand for improved economy & performance
• Competition between automakers – more advanced/complicated product features
• Ever increasing complexity in product and diagnostics
Importance of Service Support Systems- Service Information and Scantools -
Importance of Service Support Systems- Service Information and Scantools -
• Complex vehicles require more frequent use of Service Information for diagnostics
• Routine services increasingly require use of scantools– Tire & wheel systems– Vehicle braking and dynamics controls– Wheel alignment– Keys and vehicle security
• Growing need to use a scantool and service information for nearly every diagnosis on every system on the vehicle
• Complex vehicles require more frequent use of Service Information for diagnostics
• Routine services increasingly require use of scantools– Tire & wheel systems– Vehicle braking and dynamics controls– Wheel alignment– Keys and vehicle security
• Growing need to use a scantool and service information for nearly every diagnosis on every system on the vehicle
Emerging Service Support ModelsTIS Techstream - Fully Integrated Service Information, Scan Diagnostics & Controller Reprogramming Support
Emerging Service Support ModelsTIS Techstream - Fully Integrated Service Information, Scan Diagnostics & Controller Reprogramming Support
• TIS Techstream owners get a “professional”level subscription with TIS website access to:
– All factory service & training information
– Techstream diagnostic software
– Powertrain calibrations
• TIS Techstream owners get a “professional”level subscription with TIS website access to:
– All factory service & training information
– Techstream diagnostic software
– Powertrain calibrations
For more information, go to http://techinfo.toyota.com
New Service Support Models - Open Standards Diagnostics -
New Service Support Models - Open Standards Diagnostics -
• Full Toyota/Scion/Lexus diagnostics using your own PC and a J2534 interface
– Coming soon!
• Diagnostic software subscription models that support short term, low cost use
– Coming soon!
• Enhanced service support tools for aftermarket users– Serving up diagnostic applications &
recalibrations for open standards hardware users– More web-based, JIT training flash modules– Third party technical assistance
• Full Toyota/Scion/Lexus diagnostics using your own PC and a J2534 interface
– Coming soon!
• Diagnostic software subscription models that support short term, low cost use
– Coming soon!
• Enhanced service support tools for aftermarket users– Serving up diagnostic applications &
recalibrations for open standards hardware users– More web-based, JIT training flash modules– Third party technical assistance
Service Support Breakthroughs- Industry hope for fixing the broken model -
Service Support Breakthroughs- Industry hope for fixing the broken model -
• Web-based Service Information (SI)
• Low cost, short term SI subscriptions
• Industry standards for diagnostic interfaces (SAE J2534 & ISO 22900/01)
• Open dialogue between aftermarket and automakers in the context of NASTF
• Web-based Service Information (SI)
• Low cost, short term SI subscriptions
• Industry standards for diagnostic interfaces (SAE J2534 & ISO 22900/01)
• Open dialogue between aftermarket and automakers in the context of NASTF
Service Support of the Future- Industry-wide use of open standards diagnostics -
Service Support of the Future- Industry-wide use of open standards diagnostics -
• Standards are in place– SAE J2534– ISO 22900/01
• Challenges remain – keeping standards based diagnostics on track and in harmony
• Must demonstrate benefits to bean counters and other “customers”– Low cost dealer solutions to augment diagnostic POP– Hedge regulatory risks
• Get by with a little help from our friends… in the Government
• Standards are in place– SAE J2534– ISO 22900/01
• Challenges remain – keeping standards based diagnostics on track and in harmony
• Must demonstrate benefits to bean counters and other “customers”– Low cost dealer solutions to augment diagnostic POP– Hedge regulatory risks
• Get by with a little help from our friends… in the Government
Global Harmonization in Standards- European & NA diagnostic standards -
Global Harmonization in Standards- European & NA diagnostic standards -
• Emerging ISO 22900/01 standards should harmonize with existing SAE J2534 standards
• Expansion of regulatory requirements to cover all vehicle diagnostics (DOT?)
• Use of J2534 as “lowest common denominator”
• Emerging ISO 22900/01 standards should harmonize with existing SAE J2534 standards
• Expansion of regulatory requirements to cover all vehicle diagnostics (DOT?)
• Use of J2534 as “lowest common denominator”
Automaker, Aftermarket, Tool & Equipment Industry, and Government Partnerships
- keeping the Industry on track -
Automaker, Aftermarket, Tool & Equipment Industry, and Government Partnerships
- keeping the Industry on track -
• Understand the power of existing standards– J2534 as a diagnostic interface
– ISO 22900/01 - MVCI with a J2534 layer
• Share the vision - goal of full service support transportability
• Build consensus on a path forward
• Seize the opportunity - get started
• Understand the power of existing standards– J2534 as a diagnostic interface
– ISO 22900/01 - MVCI with a J2534 layer
• Share the vision - goal of full service support transportability
• Build consensus on a path forward
• Seize the opportunity - get started
Cooperative Partnerships Between Automakers, Toolmakers & the Aftermarket
Cooperative Partnerships Between Automakers, Toolmakers & the Aftermarket
SUPPORT NASTFSUPPORT NASTF
• Simplify product support through vehicle lifecycle• Ensure swift, accurate and cost-effective repair – anywhere• Enhance brand image – increase likelihood of brand purchase• Increase market share – and dealer new & used car, parts sales• Reduce service engineering costs – support everyone with
single software stream• Mitigate regulatory risk
• Simplify product support through vehicle lifecycle• Ensure swift, accurate and cost-effective repair – anywhere• Enhance brand image – increase likelihood of brand purchase• Increase market share – and dealer new & used car, parts sales• Reduce service engineering costs – support everyone with
single software stream• Mitigate regulatory risk
Get Involved…Get Involved…
Building Brand Loyalty Through Outstanding Service Support
- Open Standards Diagnostics -
Building Brand Loyalty Through Outstanding Service Support
- Open Standards Diagnostics -
QUESTIONS?QUESTIONS?Thank You!Thank You!