building brand loyalty through outstanding service support...building brand loyalty through...

Building Brand Loyalty Through Outstanding Service Support

Open Standards DiagnosticsRepairing a Broken Business Model

Building Brand Loyalty Through Outstanding Service Support

Open Standards DiagnosticsRepairing a Broken Business Model

Mark SaxonbergManager – Industry & Government

Relations, EH&S Compliance Product Quality & Service Support

Toyota Motor Sales USA, Inc.

Mark SaxonbergManager – Industry & Government

Relations, EH&S Compliance Product Quality & Service Support

Toyota Motor Sales USA, Inc.

Today’s PresentationToday’s Presentation

• Evolution of a broken service support business model• Four breakthroughs that are making a difference

• Emerging Toyota service support systems – the promise of open standards diagnostic solutions

• Service Support of the Future – a proposal for Industry-wide use of open standards diagnostics

• Harmonization between emerging European diagnostic standards and existing J2534 standards

• Keeping the global auto repair industry business model on track through cross industry/government partnerships

• Evolution of a broken service support business model• Four breakthroughs that are making a difference

• Emerging Toyota service support systems – the promise of open standards diagnostic solutions

• Service Support of the Future – a proposal for Industry-wide use of open standards diagnostics

• Harmonization between emerging European diagnostic standards and existing J2534 standards

• Keeping the global auto repair industry business model on track through cross industry/government partnerships

Evolution of a Broken Business Model - how and why it broke -

Evolution of a Broken Business Model - how and why it broke -

• Environment and safety regulations

• Enabling electronic technologies – CAN networks

• Consumer demand for improved economy & performance

• Competition between automakers – more advanced/complicated product features

• Ever increasing complexity in product and diagnostics

• Environment and safety regulations

• Enabling electronic technologies – CAN networks

• Consumer demand for improved economy & performance

• Competition between automakers – more advanced/complicated product features

• Ever increasing complexity in product and diagnostics

Importance of Service Support Systems- Service Information and Scantools -

Importance of Service Support Systems- Service Information and Scantools -

• Complex vehicles require more frequent use of Service Information for diagnostics

• Routine services increasingly require use of scantools– Tire & wheel systems– Vehicle braking and dynamics controls– Wheel alignment– Keys and vehicle security

• Growing need to use a scantool and service information for nearly every diagnosis on every system on the vehicle

• Complex vehicles require more frequent use of Service Information for diagnostics

• Routine services increasingly require use of scantools– Tire & wheel systems– Vehicle braking and dynamics controls– Wheel alignment– Keys and vehicle security

• Growing need to use a scantool and service information for nearly every diagnosis on every system on the vehicle

Emerging Service Support ModelsTIS Techstream - Fully Integrated Service Information, Scan Diagnostics & Controller Reprogramming Support

Emerging Service Support ModelsTIS Techstream - Fully Integrated Service Information, Scan Diagnostics & Controller Reprogramming Support

• TIS Techstream owners get a “professional”level subscription with TIS website access to:

– All factory service & training information

– Techstream diagnostic software

– Powertrain calibrations

• TIS Techstream owners get a “professional”level subscription with TIS website access to:

– All factory service & training information

– Techstream diagnostic software

– Powertrain calibrations

For more information, go to http://techinfo.toyota.com

New Service Support Models - Open Standards Diagnostics -

New Service Support Models - Open Standards Diagnostics -

• Full Toyota/Scion/Lexus diagnostics using your own PC and a J2534 interface

– Coming soon!

• Diagnostic software subscription models that support short term, low cost use

– Coming soon!

• Enhanced service support tools for aftermarket users– Serving up diagnostic applications &

recalibrations for open standards hardware users– More web-based, JIT training flash modules– Third party technical assistance

• Full Toyota/Scion/Lexus diagnostics using your own PC and a J2534 interface

– Coming soon!

• Diagnostic software subscription models that support short term, low cost use

– Coming soon!

• Enhanced service support tools for aftermarket users– Serving up diagnostic applications &

recalibrations for open standards hardware users– More web-based, JIT training flash modules– Third party technical assistance

Service Support Breakthroughs- Industry hope for fixing the broken model -

Service Support Breakthroughs- Industry hope for fixing the broken model -

• Web-based Service Information (SI)

• Low cost, short term SI subscriptions

• Industry standards for diagnostic interfaces (SAE J2534 & ISO 22900/01)

• Open dialogue between aftermarket and automakers in the context of NASTF

• Web-based Service Information (SI)

• Low cost, short term SI subscriptions

• Industry standards for diagnostic interfaces (SAE J2534 & ISO 22900/01)

• Open dialogue between aftermarket and automakers in the context of NASTF

Service Support of the Future- Industry-wide use of open standards diagnostics -

Service Support of the Future- Industry-wide use of open standards diagnostics -

• Standards are in place– SAE J2534– ISO 22900/01

• Challenges remain – keeping standards based diagnostics on track and in harmony

• Must demonstrate benefits to bean counters and other “customers”– Low cost dealer solutions to augment diagnostic POP– Hedge regulatory risks

• Get by with a little help from our friends… in the Government

• Standards are in place– SAE J2534– ISO 22900/01

• Challenges remain – keeping standards based diagnostics on track and in harmony

• Must demonstrate benefits to bean counters and other “customers”– Low cost dealer solutions to augment diagnostic POP– Hedge regulatory risks

• Get by with a little help from our friends… in the Government

Global Harmonization in Standards- European & NA diagnostic standards -

Global Harmonization in Standards- European & NA diagnostic standards -

• Emerging ISO 22900/01 standards should harmonize with existing SAE J2534 standards

• Expansion of regulatory requirements to cover all vehicle diagnostics (DOT?)

• Use of J2534 as “lowest common denominator”

• Emerging ISO 22900/01 standards should harmonize with existing SAE J2534 standards

• Expansion of regulatory requirements to cover all vehicle diagnostics (DOT?)

• Use of J2534 as “lowest common denominator”

Automaker, Aftermarket, Tool & Equipment Industry, and Government Partnerships

- keeping the Industry on track -

Automaker, Aftermarket, Tool & Equipment Industry, and Government Partnerships

- keeping the Industry on track -

• Understand the power of existing standards– J2534 as a diagnostic interface

– ISO 22900/01 - MVCI with a J2534 layer

• Share the vision - goal of full service support transportability

• Build consensus on a path forward

• Seize the opportunity - get started

• Understand the power of existing standards– J2534 as a diagnostic interface

– ISO 22900/01 - MVCI with a J2534 layer

• Share the vision - goal of full service support transportability

• Build consensus on a path forward

• Seize the opportunity - get started

Cooperative Partnerships Between Automakers, Toolmakers & the Aftermarket

Cooperative Partnerships Between Automakers, Toolmakers & the Aftermarket

SUPPORT NASTFSUPPORT NASTF

• Simplify product support through vehicle lifecycle• Ensure swift, accurate and cost-effective repair – anywhere• Enhance brand image – increase likelihood of brand purchase• Increase market share – and dealer new & used car, parts sales• Reduce service engineering costs – support everyone with

single software stream• Mitigate regulatory risk

• Simplify product support through vehicle lifecycle• Ensure swift, accurate and cost-effective repair – anywhere• Enhance brand image – increase likelihood of brand purchase• Increase market share – and dealer new & used car, parts sales• Reduce service engineering costs – support everyone with

single software stream• Mitigate regulatory risk

Get Involved…Get Involved…

Building Brand Loyalty Through Outstanding Service Support

- Open Standards Diagnostics -

Building Brand Loyalty Through Outstanding Service Support

- Open Standards Diagnostics -

QUESTIONS?QUESTIONS?Thank You!Thank You!