NEED INFOR ABOUT GOING TO TECH TEAMS

[Tom H.]

I want to try going to teams of techs where the master or lead tech would dispatch the work to the other techs in his team. The pay would not be a pool of hours but still on what each techs own produced hours. Each advisor would have his own team to over see. I am wondering if anybody has tried this and does it work, or does any one see a better way of doing this. does the lead tech dispath fair in the long run?? did your techs like or dislike this?? Does it make the shop produce more work, and how does it relate to CSI scores. Any tips or help is really needed at this point. Thank you

[Doug]

Yes, I've tried this (many years ago).At that time it really didn't work too well, too many personell conflicts. It was great with younger, more easily influenced techs but the "old hands" put up massive resistance and rightfully so...the work load was not always fair and req'd constant monitoring by the advisors or me. It worked much better when we changed so the team DID pool all hours, providing, of course, that all team members pulled theit weight equally. Production went up and shop flowed more smoothly and the team members QC'd each others work.A couple key elements: Do your techs have the right personality for teams ?
Are you prepared to eliminate the ones that don't ? (or spend lots of time getting "buy-in", your choice). A couple stubborn techs can sour a great idea and create a real problem for you.

If I could start all over with an entirely fresh set of new hires I'd use team system as you've described. To changeover with existing techs was real work ! However, please don't let my jaded attitude overly influence you... I'm just saying that personalities can make or break your plan.

In our shop each advisor does his own dispatching to his own team. It's been working very well for years...the advisors like the control over work flow and they control the gravy-wars, not the techs.

Getting off on a tangent, why is it that (so often) your most capable, productive techs take up so much of your time ? At every opportunity I am filling slots with young, bright, forward thinking techs that may need some additional training but who don't balk and resist every turn in the road. The business is getting too complex to be burdened with backward thinking prima-donas who defy any attempt of achieving "buy-in" on obviously needed changes, I don't care how qualified they are. Thanks, all, for letting me vent !

[lovemotors]

Have you ever heard of a company called "net-profit". It's run by a guy named Ed Kovalcheck and he came into a Chevy-Honda dealership that I used to work at. He put into place the team concept as you described it and it did not work! If we were just a Honda store it probably would have worked. We had too many problems with the older tech's as you had stated. They did not want to change. The bigest problem was with Chevrolet due to the amount of different engines and driveability systems. There was to be a lot of cross training however the older tech's didn't like that either. In the end most of the tech's were ready to quit so we dumped the team concept. Good luck...

[Mike Vogel]

It does not state what kind of dealership you are in but my experience is that teams or groups work better in an import store than a domestic store although my ford store will be experimenting with groups shortly. I took my Toyota store from dispatch one year ago and put into groups with the advisors dispatching their own work and techs flag individually. Productivity and customer pay labor went up over 25% for 1999 and Fixed Right and CSI went up over 10 points last year as well. My suggestion would be to roll into groups from dispatch, the transistion will be easier then if you go right into teams. Either way, groups or teams should give you a better running shop.

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Mike Vogel
Claremont Toyota/Ford
Claremont, CA

[This message has been edited by Mike Vogel (edited 03-11-2000).]

[John Gilbert]

We use a "Quasi" team system here, revolving around two shifts that work, 4 days/10 hours each day. Each team has it's own service advisor. There are no "lead Techs". Hours are not "pooled", each tech stands alone. Service advisors and techs get bonuses on a stair-step based on productivity (Base is 87%). My shop productivity has gone from mid-70"s to mid-90's consistantly, and our csi is world class- in the 3.50 range, give or take. At first there was a lot of whining (tech's whining, now there's a shocker), but if I tried to change it back, they'd never find my body. 3 days off each week is just great for these guys. I know , many will say what about carryovers and outstanding parts orders-general WIP questions, but they have a way of working through them and it is not a problem. Everyone understands if they want the schedule the work has to get done. It's working so well for me, I'm about to set up another team
John

[RICH LOWE]

IF YOU ARE PLANNING TO GO TO TEAMS, MAKE SURE YOUR TEAM LEADERS AND SERVICE ADVISORS ARE PEOPLE YOU CAN TRUST. IT IS FAR TOO EASY FOR LEAD TECHS AND SA'S TO MANIPULATE THE SYSTEM TO POST MORE HOURS. A SERIES OF CHECKS AND BALANCES AND AT LEAST SPOT CHECKING FINISHED RO'S IS ADVISABLE. OUR TEAMS HAVE BEEN IN PLACE FOR ABOUT SIX MONTHS NOW AND HAVE WORKED WELL. PRODUCTION AND PROFIT ARE WAY UP, BUT THERE WERE MANY DISAGREEMENTS ALONG THE WAY. NEED TO HAVE ONE PERSON WITH THE "POWER OF DECISION" AND A DEALER THAT WILL BACK YOU UP. BE PREPARED TO EITHER LOSE TECHS OR SUCCUMB TO THEIR DEMANDS. STICK TO YOUR GUNS AND EVENTUALLY THE WHOLE SHOP WILL BENEFIT.

[Doug]

To: JOHN GILBERT
Wow, a sucess story! Sounds great. How many days are you open ? Is it day shift/night shift thing ? Details, please
Thanks,
Doug

[Rob Kealey]

I had success with converting my traditional dispatch shop to teams, although not the way you describe. I tried using a lead tech and found that dispatching interferred with his ability to produce effectively, and generated grumbling about keeping the gravy for himself (not true by the way). I pulled that responsibility and tasked the advisors with dispatching to their team in addition to scheduling and loading for their teams. That worked much better. Production went up as did CSI.
Hope this helps.
Good Luck