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The Challenge of An Ever-Changing Aftermarket

How do you keep up with increasingly complex technologies and developments?

Contributed by Bob Chabot

Equipment and Tool Institute (ETI) member companies face new technology challenges every year. ToolTech is one of the time-tested and market-proven events, along with the annual Summer Tech and Winter Tech week events, that allows ETI members, automakers, service and repair professionals, third-party information providers, educators, regulators, trade media and other interested parties to meet, share and learn about inbound technologies and industry developments. This meeting of the minds allows attendees to discern opportunities that lay within the challenges, developments and trends shared.

“The vehicles we build and drive continue to be increasingly complex,” noted Ben Johnson, ETI board president and Mitchell 1 director of Product Development. “Ten years ago, hybrids were like a science experiment; now they, electric vehicles and clean diesel are more the norm. Service techniques, tools, equipment and procedures have changed and must continue to evolve as even newer technologies emerge. ETI events like ToolTech 2013 are focused on developing the tools and equipment necessary not only to enable this but to also share them with the automotive industry professionals."

Sharing Information

ToolTech 2013 offered seven panels and presentations for attendees. This article refers to three panels with a broad audience appeal, namely:

  • Automotive Industry Collaboration Moderated by Charlie Gorman, ETI Executive Manager, this panel included Aaron Lowe, Automotive Aftermarket Industry Association (AAIA) Vice President for Government Affairs; Skip Potter, National Automotive Service Task Force (NASTF) Executive Director; and Mark Zachos, the Society of Automotive Engineers (SAE) E/E Committee Chairman and DG Technologies President.
  • A/C Refrigerant Information Moderated by Jeff Murphy, President and CEO of RTI, a Division of MAHLE Clevite Inc. Panelists included Peter J. Coll, Neutronics Refrigerant Analysis Vice President; Mary Koban, DuPont Flouroproducts Senior Technical Service Specialist; and Ward Atkinson, SAE Interior Climate Control Standards Committee Chairman.
  • Telematics and the Aftermarket Moderated by Charlie Gorman, ETI Executive Manager, panelists included Christopher W. Bahlman, Delphi Automotive Systems Service Operations Director for North America; Robert Beckmann, President of Beckmann Technologies and BlueLink Diagnostic Solutions; Scott Luckett, MAAP, Vice President, Technology Standards, Automotive Aftermarket Industry Association; and Ian MacKinnon, AutoAdvantage Group Senior Vice President of Business Development. 

Panelists shared a broad spectrum of new information, which ranged across new vehicle, equipment and tool technologies; improved industry-wide collaboration with regard to recent and emerging legislation, regulations, developments and safety concerns; new refrigerants; trends and challenges inherent to collision repair; the merits/challenges of an industry-developed structured training, certification and licensing educational architecture; improvements in scan tools, the expanding role of telematic service and repair applications; and real-world feedback from independent service and repair shops.

The information shared by panel participants during their presentations or at various networking opportunities (e.g. tradeshow, private one-on-one meetings, discussion groups and others) enabled attendees to create opportunities from possibilities and to grow relationships that allow sustained business growth, competitive edge and profitability. The remainder of this article will convey some of the “you had to be there” moments, impressions and takeaways that attending these panels at ToolTech 2013 provided.

 
Whether Right-to-Repair, vehicle communication interfaces, telematics, vehicle security, standards, or some other concern, genuine collaboration between all stakeholders yields a better solution. (Image: AAIA)


Collaboration: The Power of Collective Wisdom

Let me ask you two questions: When was the last time-outside of a congressional hearing or courtroom-that NASTF and AAIA representatives were in the same room, let alone cooperating to a common end on a panel? It’s been years, too many in fact. Now, let’s add SAE into the mix. When was the last time that you can recall SAE, NASTF and AAIA being in the same public meeting, to collaborate and seek solutions that served the whole industry? I don’t know what your answer is, but ‘never’ comes to my mind. Such is the influence of ETI across the industry.

“R2R [Right to Repair] is a good example of what industry collaboration can do,” Lowe explained. “The passage of R2R legislation [in Massachusetts] had record support from the motoring public. Today automakers and the aftermarket are cooperating to resolve some vague wording, reconciling remaining differences and working toward a national agreement. AAIA has also joined NASTF, because NASTF will be critical in enforcing both the Massachusetts law and any subsequent national agreements.”

Potter echoed the power of collaboration, and noted NASTF’s “no divisive rhetoric policy” and recent leadership changes have helped spur collaboration and increased participation by essential industry segments. “Our industry-wide Service Information Request, Security Data Release Model and Theft Related Parts services have benefited automakers and the aftermarket. NASTF is now working to expand the role of these services. We also see more inclusive collaboration as a key to developing solutions for new frontiers such as collision repair, telematics, heavy duty vehicles and more.”

"In addition to needing engineers, we also need service and repair professionals,” added Zachos. “We need to prime the pipeline. This is another opportunity for SAE, NASTF, AAIA, ETI and others to collaborate.” He also emphasized that proven, safe, and workable standards are an essential component to collaborative industry solutions, a function that is central to SAE’s mission and efforts with industry partners to provide effective responses to industry challenges, be they technical, regulatory, or otherwise. 

Refrigerants: Keep Your Cool

After years of development by vehicle manufacturers, component suppliers, and equipment providers, automakers in both Europe and North America began introducing vehicles in late 2012 with A/C systems utilizing a new environmentally-friendly R-1234yf refrigerant as the chosen replacement for R134a. A/C Refrigerant Information panel moderator Murphy began the panel discussion by explaining that multiple questions and issues such as availability, cost, overall industry adoption, counterfeiting, governmental regulation and enforcement still need to be resolved.

He noted that even though R-1234yf has been introduced in some, but far from all, North American and European vehicles, the recent global financial crisis tightened everyone’s belt and has impacted the widespread introduction. For example, the crisis limited the funds available to cover the expense of developing an adequate supply of R-1234yf as well as the specialized equipment required to manage and service the new environmentally-friendly refrigerant.

Multiple refrigerants are problematic for the industry. The entire industry was committed to implementing R-1234yf refrigerant and technology, but since December 2012, Mercedes-Benz and a few other automakers have reneged on that commitment and now want to implement CO2-based R-744 systems. (Image: ETI)
While the supply and service equipment concerns have been resolved, regulators granted an extension to facilitate full market readiness for R-1234yf. “Regulators currently require that all vehicles sold beginning in 2017 cannot be equipped with R-134a, but rather an approved, more environmentally-friendly refrigerant,” advised Coll. “There is no requirement in the U.S. to use only R-1234yf. Both R-744 and AC6 (a new refrigerant blend recently developed by Mexichem) also meet the low global warming potential limits required by the EPA and European Commission.

Koban noted that R-1234yf supplies and associated equipment are more market-ready than other refrigerants, while R-744 and A6 based technology is not. “CO2-based vehicle and service equipment technology requires different specialized equipment than R-1234yf, which is at least four to five years from being market ready. R-1234yf is ready now.” Atkinson concurred and shared that when compared to R-1234yf, CO2-based R-744 is environmentally-friendly at installation, but uses approximately 15% more fuel and drains horsepower when operating, which results in increased tailpipe emissions and reduced horsepower at the wheels. Coll added that with automakers for the most part wanting to use global vehicle platforms, one refrigerant makes sense for them, as well as for the technicians that ultimately will have to service the new refrigerant systems.

In early 2013, a few automakers led by Mercedes-Benz (MB) backed out of their stated commitment to implement R-1234yf, citing their desire to switch C02-based R-744 technology. This desire by MB and a few other automakers to switch was neither welcome nor acceptable to the remaining R-1234yf proponents, which include SAE, most other automakers, equipment manufacturers, refrigerant producers and others. At press time, European and domestic regulators are aware of the split, but are still deliberating how to proceed.

Telematics-It's All About the Data

Remote diagnostics and other telematics applications are changing how car dealerships manage customer relationships. The aftermarket needs to ensure it has an equal footing and opportunity to do likewise. (Image: Delphi Automotive)
Tool makers, equipment manufacturers and other aftermarket segments are concerned about telematics access, especially as it pertains to diagnosis, maintenance, repair and emissions testing,” stated Gorman. “The challenge is to determine exactly what the aftermarket needs to make aftermarket telematics a reality.

“Of the current ETI membership, 80% of our members are involved with or need access to scan tool info, he continued. “But when it comes to new membership, it is overwhelming telematics based. Airbags, seatbelt, odometer data sets are included in OBD II, and are increasingly the source topic for inquiries. Automakers typically view telematics companies as competitors. They also try to protect their networks from unsecured access.”

Telematics and the Aftermarket panelists echoed Gorman’s comments. The panelists show that the aftermarket recognizes the potential offered by telematics and is now developing business opportunities. But there are limits can challenges that must be resolved.

“Connected cars allow vehicle-to-vehicle and vehicle-to-infrastructure communications that now enable  much more than telematic infotainment applications,” noted Bahlman. Occupant safety, traffic congestion management, as well as remote vehicle diagnostic, service and repair telematics on not just conceptual, they’re already here. Dealers are using telematics as a means of increasing customer touch points to build relationship and loyalty.” His message: The aftermarket must step up its efforts to keep pace. 

“AAIA’s interest in the issue of telematics is to keep its aftermarket partners and the supply chain partners relevant,” explained Luckett. “We’re focused on having access to diagnostic and service information that is equal to what dealers have. Consumers deserve the freedom to choose where vehicle service is performed, and that the aftermarket needs access to so that consumer choice of venue is not compromised lack of access to the same genuine information dealers can access. He noted that in this age of connected vehicles, cloud-based technology, standardized software applications and other technologies exist that would enable access without compromising an automaker’s proprietary interests.

“Remote diagnostics are already available to aftermarket service/repair shops,” noted Beckman. “Small shops that cannot afford the high investment to purchase all of the automaker factory tools for the vehicle brands they service, let alone justify the time to learn how to navigate the differently structured automaker service information websites. As an example, he demonstrated how his Just-in-Time Diagnostic Model allows shops to connect a Mercedes-Benz vehicle via a J2534 interface device to his Bluelink service, where his expert technicians use the automaker’s tooling and service information to remotely diagnose the vehicle, advise the client shop what repairs are required, afterwhich Bluelink then reflashes or reprograms the vehicle as needed.

MacKinnon comments succinctly described what forces were driving the internet into automobiles. “Vehicles are full of data,” he began. “Data leads to information, which is worth money to those that have it. Telematics allows companies to gather that information and leverage it into more business.” He added that his firm is taking a different tack than other panelists. It views the occupants inside connected cars as advertising “white space,” an untapped business opportunity. Its products can collect real-time data and information generated from vehicle sensors and powertrain computers, store this data in the cloud, and use it to improve operation and servicing of vehicles (a benefit to consumers) while also delivering highly qualified buyers to automotive service providers.”

“Current automaker telematics systems will typically advise car owners to take vehicles to a dealer, but the aftermarket must ensure motorists have a choice of repair venue,” Gorman concluded. “It is essential that automakers and the aftermarket collaborate now to prevent telematics becoming the R2R issue of the future. To help, ETI will be hiring a full time technical specialist shortly who will be more involved in ISO and other standards. ETI will also seek other partners to add clout to the collaborative effort.”

Summing Up

Like the vehicles we build and service collectively, our industry is also the sum of its parts, each integral to making forward progress. Exclusion or neglect are not viable long-term strategies, inclusion and dialogue, however, foster solutions. 

After sitting in on all of the panels at ToolTech 2013, here is what impressed me most: I do not know of any other organization besides ETI that can bring so many diverse automotive organizations together for meaningful dialogue that produces tangible results. ETI builds relationships that matter between OEMs, Tier 1 and other suppliers, the aftermarket and the consumers who buy our products and services. The hard-earned trust that ETI has nurtured and the positive regard that ETI has for all industry segments should be appreciated and supported by us all.

Editor's Note: Visit http://etools.org/ETIPresentations to view a PDF of any ToolTech 2013 panel presentation referred to in this article.

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