Mike Baird Chief Technology Officer -- Snap-on Diagnostics email mikebaird@snaponcto or

April 21, 2023 Mike Baird, Snap-on 1

Enhancing Technician Productivity via the Internet -- One Year Later

SAE Service Technicians SocietyMarch 2, 1999

Mike BairdChief Technology Officer -- Snap-on Diagnostics

email [email protected] or

[email protected] web sites http://www.snaponcto.com

http://www.snaponsolutions.com *

http://www.mikebaird.com *

(*This presentation is posted on the above sites) Snap-on Diagnostics

1920 Zanker RoadSan Jose, CA 95112

(408) 954-0343 x301

mailto:[email protected]

http://www.snaponcto.com/

http://www.mikebaird.com/


• 50% of all US households now have a PC, up from 43% in 1997*, and 27% in1995*Dataquest, San Jose, CA

• 23%* to 30%** of households regularly use the Internet, and that will soon be 50%-70% (in 2-3 years)* Ladenburg Thalmann **Oppenheimer’s Henry Blodget

• Technician use of the Internet has increased about 50% from 1997 to 1998

What’s Changed?


What’s Changed? (cont.)

• Joe, the tow-truck driver recently bought an island (actually, it’s a country) for his home -- by trading stocks online, yet he remains a service technician because he “likes to help people”Courtesy, TV commercial by Discover Direct Brokerage


New Things Technicians do Online

• Buy tools http://www.toolsource.com http://www.kobalttools.com/

• Seek advise http://www.mymechanic.net/ , get TSBs... http://www.alldata.com/pro/TSB/yr.html

• Buy re-furb, used, hard-to-find parts http://www.allnone.com/yards.htm

• Learn new skills http://www.asecert.org/ • Find new jobs http://autocareernet.com/

• Communicate with customers (e-mail)

• Participate in their technical community http://www.i-atn.com/ interactive forums, live conferencing, technical resources

http://www.toolsource.com/

http://www.kobalttools.com/

http://www.mymechanic.net/

http://www.alldata.com/pro/TSB/yr.html

http://www.allnone.com/yards.htm

http://www.asecert.org/

http://autocareernet.com/

http://www.i-atn.com/


Technician

Parts Supplier

The Internet continues to become a means of essential communication -- more than just a source of technical information...

Shop Scheduling

RemoteHelp

ServiceCustomer

Web Sites:http://www.i-atn.com/http://www.snapondiag.com/...

http://www.i-atn.com/

http://www.snapondiag.com/


Technicians are Getting More Connected

• PC Usage in Repair Shops continues to rise– 57% to 60% of repair shops owned a PC Q1 1997 vs. 49% in 1994*

• PC literacy is high among technicians– 45% to 48% of technicians used a PC on the job* in 1997– 72% of technicians used a PC at home or at work** in 1997– 23%*** to 26%** of technicians used the Internet**,*** and 33% had

web access*** in 1997; in 1998 50% had web access– 17% used e-mail*** in 1997; 25% in 1998

* Snap-on phone survey of 2000 repair shops across U.S., including all eight major customer segments, conducted Jan-Mar 1997** Babcox, Publishers of Brake & Front End, BodyShop Business, Underhood Service*** Survey of 500 Snap-on ADS customers, Oct. - Dec. 1997


PC utilization in repair shops

Shops thatown a computer

60%

Shops that do notown a computer

40%

Techniciansuse the PC on the job

80%

Technicians do notuse the PC on the job

20%

How is the PC used by the technicians?“Problem-solving” 50%Information system 42%Parts lookup 8%Invoicing 9%Repair orders 4%

1998 Phone survey conducted by Snap--on for Mitchell, 1500 random nationwide general repair shops, specialty repair shops, tire dealers, and gas stations


Technicians are Getting Connected (cont.)

• Internet access is growing, but not yet pervasive in repair shops– Up from 4 %*** earlier, 15%* of shops had Internet web

access in 1997; 22% in 1998– 8% - 12.5% of technicians used the Internet (either at work

or home) in work related activity** in 1997; 38% in 1998– 51% of technician Web users use the Web to access

automotive information***; 55% in 1998


PC technology and connectivity

Shops thatown a computer

60%

Shops that do notown a computer

40%

Shop computersconnected by a network

30%

Shop computersnot networked

70%

Shop hasinternet access

25%

Shop does nothave internet access

75%

1998 Phone survey conducted by Snap--on for Mitchell, 1500 random nationwide general repair shops, specialty repair shops, tire dealers, and gas stations


Becoming Available...

• Automatic software and data updates for service equipment

– Alignment, Analyzer specifications– Technical Service Bulletins– Model Year updates

• Remote control of Analyzers, Aligners, Shop Management Workstations (ReachOut, PCAnyWhere, NetMeeting, HipBONE…)

• Automated CD updates (Marimba, “Push”)


In the Pipeline...

• Remote diagnostics via Internet (of both service equipment and vehicles being serviced)

– Application sharing, robust remote control– Video conferencing– “Whiteboarding” and other electronic collaboration

• Computer-in-the-car initiatives (many)


Q1 1999 Survey Resultsof 416 customers

• The following slides are courtesy of Jeff Ellis at Snap-on Diagnostic’s TechCenter (ADS)

• [email protected] • 1-800-758-5853


Do You Have an "E" Mail Account?

25%

75%

105 Answered, Yes, I Have "E" Mail

311 Answered, No, I Don't Have"E" Mail


Where do You Have Web Access?

50%

9%

13%

28%

208 Have No WEB Access of Any Kind,

54 Have WEBAccess @ Work & Home,

37 Have WEBAccess @ Work Only,

117 Have WEB Access @ Home Only,


How do you use the WEB?

16%

3%

19%

62%

Business use Only, 14 participants

Personal use Only, 65 participants

Personal & Business use only, 77 participants

Do not have access and or do not use the WEB. 260 participants


How many hours do you you personaly spend on the WEB per month?

6 Hours5 Hours

4 Hours

3 Hours

2 Hou

rs

7 Hours

8 Hours

1 Hours

0 Hou

rs

208 Non participants are not represented on this chart

HOURS/PEOPLE/%

0 / 52 / 26%

1 / 52 / 25%

2 / 46 / 22%

3 / 17 / 8%

4 / 11 / 5%

5 / 15 / 7%

6 / 7 / 3%

7 / 2 / 1%

8 / 6 / 3%

9 OR MORE / 0 / 0%


1

2 3 4 5

6

7

8

9

10

0

20

40

60

80

100

120

140

160

180

200

1 2 3 4 5 6 7 8 9 10

A Waste of Time Very Useful

On a scale of 0 thru 9, how useful or practical do you think it would be to access Technical & Repair Information on the WEB , if all the Technical & Repair information you needed were published or available on the WEB?

0 t

o 2

00

pe

op

le s

ca

le


How Comfortable are you Using the Web?

1 2

34

5

6

7

8

9

10

0

10

20

30

40

50

60

1 2 3 4 5 6 7 8 9 10

Very ComfortableVery Uncomfortable

0 t

o 6

0 p

eo

ple

sc

ale

260 participants not represented in this chart


45%

55%

Currently Use Web for Automotive, 86 participants

Don't Use Web for Automotive, 70 participants

260 participants not represented in this Chart

Do you currently access the WEB for Automotive Information?


How would you prefer to Access Technical Information?

20%

1%

79%Use Phone and Web, 329 Participants

Use Phone only, 82 Participants

Use Web Only, 5 Participants


SummaryPercentage 1994 1997 1998

Technician uses e-mail 17% 25%

Repair shop owns a PC 49% 57% -60%

Technician uses PC on job 45% -48%

Technician uses PC on job or athome

72%

Technician uses Internet 25% 38%(50% have

access)

Shop has Internet access at work ~13% 22%

Technician uses Internet for work 8% -12%

22%


Conclusion

The trend for the future should be clear… there will be hiccups along the way, but the Internet is growing faster than anything before… and will continue to impact our lives more than any other influence in history.

Mike Baird Chief Technology Officer -- Snap-on Diagnostics email mikebaird@snaponcto or

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