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!
Top Related