The days of the parts counterperson job are numbered.

[worldparts]

Let me be the first to go on record and say, "I believe the days of the parts counterperson's job are numbered". Like the blacksmith of old whose job was made obsolete by technology, the job of the parts counterperson is in line for either MAJOR change or elimination. It occurred to me one day while working on the parts counter that the function I was performing was that of an "Information Server". A person was asking me a question (i.e. price & availability of a part) and I was querying a database, and serving the information back to the person making the inquiry. Then it dawned on me Thats what a web server does! I was only in the loop because of the complexity of the data and the database tool. If the data was simplified and the look up process was made idiot proof then would they really need me? Could the manufacturer provide a CD with EACH vehicle it sells that would contain a complete parts catalog and a service manual for THAT vehicle? AC Delco has put its Battery catalog on its web site, how long before it adds the sparkplug, filter, starter/alternator and all the rest online? Hyundai and Bell&Howell has put the entire Hyundai parts catalog on its web site and I have heard that EDS will soon have a web based product. So where does that leave the experienced parts counterman. Let me soften my position. I believe there will always be a person responsible for stimulating and facilitating parts sales. The question to consider is what will be the skill set required for the Y2K parts person? Any opinions?

[This message has been edited by worldparts (edited 09-28-99).]

[TommyA]

Interesting. I don't believe that a CP's job is going away...just changing. In fact, it will now require a higher level employee to handle the newly elevated marketing and technical purchasor/advisor requirements. Also, they will have to have greater customer skills,problem solving and analysis skills. The old "I don't have enough time to handle this" excuse is now going to be gone. The CP of the future will have to "handle this" in a sophisticated and CSI savvy manner. They will become a larger player in customer (account) retention.

[David S]

Tommy:

I would have to agree with you. Change is always in the future. But there is always going to be a need for someone at the counter or on the phone that is technically knowledgeable. Consider this, aftermarket parts retailers have already worked towards reducing labor costs by making products available to the consumer with catalogs, quick reference cards, and terminals for self-service. But, there is always someone in the store available for advice, guidance and other information that is not directly related to looking up a part. Certainly, technology will enable dealers to handle more business with fewer personnel. In fact technology will be this industries savoir, as it is, it is difficult to find enough bodies to get the job done.

David S

[Wiser_Dude]

I tend to agree with both the poster and the reply. As we see 2000 and beyond, my belief is that the role of the Parts Man will change as technology embraces our industry to a much larger degree than now accessible to the public.

The World Wide Web will certainly take its toll in the years to come and as more households have internet access, the demand will drive databases of parts inventories onto the web with ease of use never before seen.

One of the difficulties holding that progress up is the RPO for each vehicle. Even with B+H VIN decoding, many times a plethora of choices are given for a specific request such as trim items, but also for many drive train items such as propeller shafts.

My employer has a price quoting system in place to take care of common maintenance items and the software even reflects the computer's pricing matrix set forth by management.

Items still unable to price by the price quoting software fall into areas such as engine internal components, manual and auto transmission components, 4WD and 3RD member components.

My thought is that there will always be a need for some type of part specification from an experienced counterman. What level of expertise must be employed and what that expertise will be worth is another matter entirely.

What I do see more of in the future is employers vying for the very best Parts Counter employee at the most competitive price which only will be tempered by the laws of supply and demand.

After 27 years of G.M. experience mostly in the shop counter environment, I'm re-training myself in another field. I see the handwriting on the wall, so to speak, and personally believe that the better paying days of the Parts Counter Man profession are behind us.




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WD

[sallen1]

Very interesting, indeed.

Perhaps we try too hard to define jobs based on old ideas (i.e. the 'blacksmith') and as technologies change, we force the blacksmith to do things he/she didn't do in the past. Were all blacksmith's put out on the street? They probably found other things to do.

When you find a better way to do something, you shouldn't replace people, you should retrain them. Maybe we won't have a counterperson as defined today, but I expect there will be other jobs that today's c/p's will be needed for.

Think of it this way: Only a few years ago we were given the idea that computers would replace people and handle the mundane repetitive, labor-intensive tasks. Has this happened? Yes and No. While we don't have people keeping our books by hand anymore, we have lots of people doing the mundane, repetitive task of keeping the computer working. We've only 'shifted' the required effort.

Has technology reduced people costs? Not really, technology only lets us do more.

'worldparts' suggested that jobs will eliminated by technology and where that's true, technology simultaneously creates new jobs in the process. Who's going to create the systems to make the information server work properly? It won't be a machine, it will have to be a human.

I'll say this: The first company that can put all information about a particular car including service manuals and spare parts information onto one CD will have a competitive advantage. Think of the convenience!

Skills required to work at a retail automotive dealership? Great people skills because the rest can be taught.

keep smiling

scott

[worldparts]

Scott you have said it best. "technology simultaneously creates new jobs in the process". No, blacksmiths were not "put out on the street", they became metal workers, fabricators and possibly the guys and gals putting the cars back together in your bodyshop! I agree with you that the Y2K CP will require good people skills. Lets add 'technical understanding','good communication',and 'problem solving'to the mix. What I see evolving might begin to take on the roll of 'technical support' or 'systems analyst'. Is it time to start sending parts people to the training center along with the shop tecnicians? Should the CP's start to familiarize themselves with the service manuals? Here is a thought: could we become 'Automotive Support Specialists'? What would the initials for that position imply? (We've been called worse)


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Bob Van Der Ploeg
bob@worldparts.com
http://www.worldparts.com
ICQ: 7660816

[This message has been edited by worldparts (edited 09-29-99).]

[Chuck Hartle]

Wow! Since we are all speculating here, let's take this one step further. How long down the road is it before "Automotive Support Specialists" can work from home?

Imagine this...

With technology and networking being what it is, why couldn't it happen. With a dedicated ISDN line to the dealership, why couldn't you have a PC at home that can emmulate Bell + Howell and your DMS (ADP, ERA, etc.) and a dedicated phone line that is tied to the dealership parts department "pool"?

All you have working at the dealership are several "Parts Advisors" for the shop and retail counter and inventory people to stock the shelves and pull parts on the picking tickets that "Automotive Support Specialists" are sending from their terminals at home.

Far fetched? Several folks with ADP support are taking your calls from their house and dialing into your system right now. Many businesses are getting into that mode of technology.... What do you think?

Chuck Hartle'
PartsEdge.com

[sallen1]

Just today I wondered about just that issues. I was at a new product orientation (read: ride and drive) with half the sales force and a bunch of service people. One worked the parts counter. She appreciated the time off and was greatful that the phone wasn't ringing and could get away from customer service for a few hours and actually enjoy the product we sell.

I asked (my fault) what she would do if it was possible to carry a phone to take care of her customers. Not the right question: this event was not work.

Mr. Hartle describes the 'fulfillment' type of business just like Amazon.com, etc. I suppose it would be really easy to wire peoples homes for fast communication (DSL, etc.) give them computer terminals, give them training and give them incentives to sell stuff by taking orders over the phone. This is not new: Look at the number of catalogs you are getting for Christmas! Not that there's anything wrong with what Chuck envisions, I only think the car business will require mostly on-site employees.

To return to the parts counter story, my employee liked the part of interacting with people at the dealership and when she was away, she was away. Many of us are like that and find it easy to separate work from everything else. However, the car business is 'high-touch' requiring very high levels of face-to-face interation with people.

Automotive Support Specialist, but not the initials , is a great title, I always like titles that give an indication of what the employee is responsible for. Perhaps we should use 'Customer Service Specialist' for everyone.

scott

[This message has been edited by sallen1 (edited 10-01-99).]

[Parts007]

Ever go back thru the old posts here on Dealersedge? This post is from almost 20 years ago. Back then we were moving the parts books out of the prime location and settling into computers. Cell phones were relatively new. What do you think about what these early posters said and what is happening now in our lives?

[TheEd]

I came from the aftermarket parts retail side originally, spent 14 years there. The need of an intelligent and experienced counter person is even greater now than it was 20 years ago or 40 years ago.

Go to that aftermarket parts counter or a dealer parts counter and ask them for a radiator fin comb and here are the responses you will get.

Aftermarket minimum wage counterman staring at his computer screen: "Uhh.. for what year, make and model?"

Dealer counterman: "What's the special tool number?"

A bit of an exaggerated example, but not too far off base. As technology becomes more common place in our jobs, the cataloging skills we were taught decades ago become more and more valuable to actually assist the customer or technician of today.

How exactly would completely automated database deal with finding spark plug wires on an 1965 C10 with an LS3 engine swap?