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INTRODUCTION
The automotive industry is going through difficult times. In the last 4 years the automotive distribution networks have suffered a decline in the number of new units sold.
This contraction in demand, coupled with increasing brand franchises and concessions has affected dealerships's profit margins, primarily in their sales of new units.
IMPORTANCE OF POST-SALE
One aspect that is becoming evident is the importance of the aftermarket as a differentiating factor in the decision to purchase new units.
After-sales departments every day have greater financial importance in car dealerships.
The current market demands high levels of performance in servicing automotive aftermarket.
EFFICIENCY AND QUALITY OF SERVICE
The efficiency and quality with which technicians perform services in the shops, are the key to competitive advantage and increased flows of customers to the shop.
Aware of this reality, ITN has developed a training methodology that allows for increased productivity and quality of service technicians, known as Dynamic Training.
SOLUTION FOR TRAINING NEEDS
This methodology involves identifying individual training needs of each technician and suggest custom actions to correct any deviations from the working methods, resulting in excellent service in every intervention the unit visits the workshop.
To do this, ITN uses their methodology VPS Video Productivity System© to identify opportunities for improvement in each of the preventive and corrective services.
These improvement opportunities may be aspects of productivity, improved methods and sequence of operations, quality improvements, using the right tool and following the standards set by the auto industry.
Using this methodology, ITN has solved the problem of lack of application of knowledge acquired by technical courses or distance (e-learning).
Among the issues discussed are included the organization of work areas applying the methodology of the 5 S's, handling of new and used parts and disposal of hazardous waste.
BENEFITS OF THIS METHODOLOGY
The results obtained from the use of dynamic training are:
- Increased customer satisfaction as a result of increased service quality.
- Increased revenues for dealers, when improving technician productivity and causing more influx of units in the shop as a result of improved service quality.
- Enhanced image and prestige among the customers of the dealership and immediate impact on word of mouth advertising.
These training methods have produced worldwide results and is inserted into the methodologies Training Within Industry - TWI
In addition, ITN has incorporated four additional issues in its methodology Dynamic Training:
- Analysis and discussion of opportunities for technical improvement, with foremen and service managers.
- Training of the person who will act as internal trainer, which will support the training of each of the technical changes in working methods and procedures (as an agent of change.)
- Monitoring of the training program and agreed actions for change.
- Design visual aids to reinforce learning of the technicians.
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