The days of the parts counterperson job are numbered.

[Denise Trimble]

If they are still in this line of work, especially those with GM; they have come through many adaptations and are longing for the relief that death will bring.
jk; YOU'VE COME A LONG WAY, BABY!

[AIIVESINCE85]

Idiot proofing a parts lookup would be a tall task considering all the information sources needed to be researched before finalizing the process. An example of a typical lookup for a service tech would be as follows: Quote an engine and all required parts - the breather lines typically break upon removal, should we quote them? - Look up vehicle history to see if they were replaced yet and, if not, add them to the quote - Check notes for updated parts bulletins where the part in the catalog is no longer valid and a special part number only available via bulletin must be used - Check availability, provide ETA, call around to dealers if necessary for possible procurement information, make it pretty and send it to the writer for presentation. Can this be done by software? Definitely. Will it? Likely not any time soon. Why? The dealership pays the employees, not the manufacturer. The manufacturer couldn't care less what your operation is as long as you're buying their parts, and they definitely want the blood to be on our hands when it comes to procuring wrong parts so they can get their restocking fee.

[tcollins]

Here are the facts that I know and you can draw your own conclusions. The industry estimates by 2032 that there will be more electric cars sold than gasoline. Some manufacturers have already announced end of service dates for gas engines. Who could have predicted that 10 years ago? By 2025, the industry indicates that electric vehicles will become cheaper to purchase than gasoline engines. Electric cars have very little maintenance and by all discussions will be services in modules rather than individual parts; think electric motor rather than brushes or bearings. Will the owner ever arrive at the dealer with his vehicle? With the advent of autonomous vehicles with cell phone technology, is it possible that a vehicle could self-diagnose it's own failures, notify the factory of the defect and have the part waiting at a service center when the car drives itself to be fixed while the owner is at work? Will gas cars be around? How about "cash for gas" rather than "cash for klunkers"? Would that drive the market faster to electric? Where does that put you and I? Doesn't the factory control at least some of everyone's inventory already? It would be advantageous to control the entire supply chain pipeline from the manufactures point of view. Do you think their going to let go of that anytime soon? KIOSK's are now common place in at least one manufactures service drives as they find a way to replace service advisors they consider the weak link in the service sales process. They have artificial intelligence that has the ability to upsell, recommend and quote new cars as well as suggest extended warranties. Hmmm? Are we really that far away from replacing parts people or at least diminishing their value to that of a typical retail parts store?

[TheEd]

Automated kiosks replacing service advisors or replacing one function of service advisors (i.e. check in)?

Think of every time you are at a retail establishment with a PIN pad, inevitably something will pop up on the screen, be it "Cash back?" "Join our membership program?" "Adopt a stray dog or cat today?" "How would you like your receipt?" and the direct result of all of these bombarding questions, we have been conditioned at these PIN pads and other electronic kiosks to just choose 'No' without actually reading it. I find it a laughable prospect that an automated kiosk can upsell better than a properly trained and hungry service advisor.

Now a kiosk for check in or RO payment? Very different set of circumstances there.

[PartsPlant81]

I think dealerships or repair facilities will always need at least one person in the parts departments even if only for inventory control purposes.

I think from a cost stand point a robot or kiosk could scan and move things around eventually but it would cost way too much to go full automation in terms of inventory control in my opinion.

Fortunately I have invested much of my time as a manager focused on inventory control and management of the inventory since I was mentored by a Parts Manager that had ZERO variances in his career as least twice for physical inventories $300K+ for the years I worked for him.

(Closest I have come so far is 8 variances on a $200K inventory so it is truly a difficult feat.)

I think if we continue to strive for a clean, organized and profitable inventory we will have long enough careers in this business where we won't have to worry about being totally phased out.

[tcollins]

TheEd:
My rep walked in yesterday so I asked about the kiosks. The first month the kiosk produced $30k in upsells. The manufacturer thinks that the artificial intelligence will take 5 yrs to fully evolve into an effective advisor’s roll. It will be interesting to see what the scorecard looks like as it improves. Currently, this machine is only used at check-in and only if the customer chooses to use it. I also wasn’t able to get any information on extended warranty sales or new car “ups” but I know that it’s designed to do both. Eventually, it will also handle redelivery. If nothing else, it’s a very interesting study. I wouldn’t want to be an advisor that sold less than that machine. Hmmmm?
Do I see it replacing advisors? My little pea brain can’t see that happening at least completely, but I have to admit this number makes the argument and I have to at least accept the possibility. Advisors are expensive, get sick or hurt, want vacation, have bad days, can’t get along with techs & parts people etc. If that machine comes even close and could be justified by cost, are we going to see dealer principles try it? I’m told this DP wants more of them.

[dbuck]

Considering how well kiosks work for fast food restaurants, (try to find a human counterperson in Europe-they've been there already for years) and the full day coverage it provides....no lunch breaks, smoke breaks, sick days, vacations..... what company wouldn't move in this direction as soon as feasible?

I see kiosks working very well right now for the sales dept, since people already have done a great majority of the work online before even coming in regarding loans and such. We haven't done so here yet, but it'll happen. All you have to do is test drive and deliver if the machine is good enough.

I see kiosks for checking in for service being huge very soon in most places. Some people will only ever deal with a person, but even those people are getting used to the technology at other places, and it might reduce their being upsold stress.

Parts......kind of. I would love to drop a customer facing special catalog machine in the waiting room or at the counter for them. They can already order online and pick it up but I am amazed at how few people do that. They'll shop at Amazon but they'll come in or call in at a rate of 99.8% even though our website has online shopping for them. Admittedly the catalogs are not necessarily easy for the average person, and there are always questions someone will need to answer or problems outside a simple air filter that only a parts specialist will know.

To me it boils down to programming. Is the machine good enough? Easy enough? Are they going to need someone to help them hit the right buttons or is it self explanatory? its like checking in on a kiosk at an airport. Some carriers have a great system, others......

[Trav_ThePartsGuy]

I think it comes down to accuracy. How many times have we talked to DIY customers who are frustrated because the part THEY ordered on rockauto or carparts was incorrect?? It happens almost daily here... And sure kiosks and ordering programs are cool, but I feel that there will always be the need for good, experienced parts guys. Just my short opinion.

[tcollins]

PartsPlant81:
I started in parts when all we had for inventory control was a cardex file. Ugh! I saw the first computers come when they were programmed with cards punched with holes, presumably machine language. Mike Nichols was the first to use a “super computer” to compile data from many dealers and then analyze it on a statistical level. Imagine how many people thought he was nuts? From that, not only did we get the principles of proper inventory control backed by the statistical calculations making it irrefutable but the birth of the DMS and all the algorithms we use today to order, sell and return inventory.

I believe you’re correct, parts departments will always need one or more people in parts. But for a different reason. I think it won’t be for inventory control it will be for putting parts on the shelf, handling returns, maybe helping techs and creating more sales etc. and most will be paid minimally much like the aftermarket. We, myself included, hold inventory control as the epitome of what we do, a benchmark of our skill and worth, when the reality is it can, and probably will, be done by someone else remotely or even by a computer. Simply because it can. Ultimately, we are charged with growing the business, ringing the register and maximizing the cash investment of the DP or corp. Controlling the loss and maintaining the integrity is just one part of the equation and unless it non-existent now, probably not a huge deal for the powers to be. Don’t get me wrong, your variance should be celebrated and not minimized, it’s a difficult task no doubt and one to be very proud of…..but within the perspective of the ultimate goal.

About 15 years ago, maybe longer, I was involved in a manufacturer’s study of parts managers and how well we all controlled our inventories to maximize profitability….think fill rates and turns basically as well as manufactures incentives and program usage. The results were insulting to a guy, like me, that had spent my entire career in a parts department. Only 1/3 were considered “good or very good”. The other 2/3 were considered mediocre, inconsistent or outright failures with a full 1/3 in the latter category. From that, my belief is, RIM, Parts Advantage, and other remote inventory control programs gained momentum because the manufacturer was able to compensate for bad parts managers. 2/3 got instantly better and the top 1/3 were minimally effected other than a few bruised egos. I have a rather stubborn opinion about this and I’m sure you do as well but the bottom line is the manufacturer loves it and wants more of it and will eventually get it. For most, the manufacturers do it now with campaign parts controlling allocation, delivery and returns through the entire life cycle. For others it’s fast moving or specific commodities. It’s not a stretch to think they could control it all at some point with ease.

Happening today, one significant import manufacturer, has technicians build their own quotes and order their own parts. While working in the workshop manual, they can cross back and forth to the parts catalog while highlighting parts and building an order. It has been used in other parts of the world and by all accounts, successfully. Times are definitely changing.

[TheEd]

Anyone else remember back when Bank of America rolled out ATMs with "Teller Assist" in 2013? They remodeled over 150 branches to remove the number of teller counters down to 2 or 3 and put ATMs in the wall where the tellers used to sit.

The idea was video calling a "teller" in a call center since BoA only thought of tellers as human ATMs, so save on costs, how could they lose? Well even though there was a human on the other end, the personal touch and relationship was lost and it ultimately flopped.