CH2 Physical Resources

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Chapter 2:

Physical ResourcesService Operations


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Facilities Although the automotive technician is an essential part of

any automotive repair shop, building and maintaining asuccessful repair operation requires a far more complex mixof resources and assets Physical facilities, service equipment, tools etc.

Because of the nature and complexity of the automotiveservice business, the investment required to provide thesephysical resources is substantial

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Physical Facilities'he land and building that provide a suitable physical environmentto conduct business


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Facilities (eneral Facility (uidelines)

*s large enough to handle an average day+s business

*s visible and easily accessible to customers

as adequate external space for customer par-ing and vehicle storage

as adequate space for repair support services %rite/up area, loc-errooms, parts storage, business o0ce, equipment storage&

as adequate space for customer services %customer entrances, aaiting area, restrooms&

Provides a neat, clean, and professional customer friendly environment

Address all criteria but do not overdo Fixed assets are very di0cult to change or dispose of rapidly

As a result, they continue to be an expense hether the business isgood or bad or even hen the shop is not open

Keep in mind!

1Provide facility for e0cient operation but -eep xed expensesminimum1

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Facility Needs

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$

Repair Space

3epair 4talls

4torage 4pace

5rainage

Support Space 6mployee Facilities

Par-ing 7ots

5etailing#8ash 3ac-

Administrative Area

Parts 4ales and 4torageArea

Parts *nventory

Customer Space

9ustomer 6ntrances and8rite/:p Area

9ustomer 8aiting Area

Tools and Equipment 'ools

6quipment

CommunicationsEquipment

Computing Equipment


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Repair Space

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Repair Stalls

ed cars measure ?+x!?@+, the average si>e ofrepair stall is !2+x2;+ %" sqft&

4maller import vehicles#sports cars can reduce the stall si>e to!+x2+ %2sqft&

4:V s need a more spacious and exible !2+x22+ stall


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Repair Space

Repair Stalls

4tall access is often provided by means of to overheaddoors and a large drive/through aisle that runs the entirelength of the shop %common here seasons changedramatically& 'he aisle must be long enough to provide access to each stall

yet ide enough to allo vehicles to be turned and driven in andout of the stalls

'he to overhead doors provide adequate access for vehicleshile limiting entry to the facility / increase building security andreduces the direct eects of eather inside the shop

4traight 5rive/

'hru 7ayout 5rive/*n Bay 7ayout 7/4haped 7ayout

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Repair Space

Repair Stalls

*n milder climates, individual overhead doors lead directlyinto each repair stall 'his layout reduces the total square footage required under the

roof

Ads to the ris- of theft and increases ear and tear on thebuilding %often in the form of frequent door repairs&

'he mildest climates, often feature open/air facilities housedunder roofs suspended over concrete slabs


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Repair Space

Storage Space

'o house equipments and tools shared by technicians %e.g.)bra-e lathe, heel balancer, valve grinder etc.&


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Repair Space

Drainage

An important, but often overloo-ed, point G to provideadequate drainage

6ssential for cleanliness and safety undreds of cars drive in and out everyday causing an

accumulation of road grime *ncidental uid lea-age or spills involving antifree>e, oil, and

other uids contribute to dirty, slippery, and unsafe oors

'o common methods)

!. 4loping the entire oor toard a central oor drain trough

2. 7ocating a variety of drains throughout the repair space

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Support Space Although a shop may be adequate ithout one or more of these

areas, alays consider them hen developing an automotiveservice shop layout

*n most cases, support space requires at least one/half the si>e ofrepair shop

Employee Facilities

Among the most essential supplemental areas in a service or-shop 6.g.) 7oc-er rooms, that includes restroom and shoer facilities, a

changing area ith individual loc-ers, and a large multistation ashbasin

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Support SpaceFacilities required to conduct functions that are not directlyinvolved in the primary activity of automotive repair


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Support Space

Parking Lots

Adequate par-ing that is clearly mar-ed an visible from thestreet

'he customer par-ing area should be paved, ell lit, andprovide easy access to the service facility


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Support Space

Detailingash Rack


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Support Space

"dministrati#e "rea

3unning a service facility involves performing not only repairtas- but also administrative tas-s %e.g.) or- distribution%dispatching& and the handling of customer paperor- andpayment %cashiering&&


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Support Space

Parts Sales and Storage "rea

Hot all service shops have their on parts department, butdo maintain an inventory of common parts and supplies Frees a shop from depending on a third party to deliver the parts

needed for repairs

7arger independent shops and those associated ithdealerships carry enough inventory to act as retail partoutlets 3equires investments in both, inventory and additional physical

space needed to store those parts

Iften, the shop maintains to separate parts countersJ aholesale counter accessible to the technicians and a separateparts retail counter that is accessible to customers

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Support SpaceParts $n#entory

Building and maintaining a parts inventory is a large investment thatrequires careful consideration and even more careful monitoring Parts in stoc- tie up a signicant amount of space and money / parts sitting on

the shelf are not generating income or a mar-up or prot

9onsider the option of using this inventory as a means of generating additionalincome by opening a retail parts sales counter

9onsider carefully the si>e and scope of the parts to be inventoried e accurate and through record -eeping, tight inventory

management and control, and a strict policy to control obsolescence

9omputer/based inventory control and management systems helpprovide information to stoc- only inventory in demand, provide arningfor disposal of nonselling inventory before it becomes obsolete and

valueless 'o methods of inventory control %commonly available as computer/

driven programs&)

!. 9omprehensive inventory control

2. Ibsolescence monitoring

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Customer Space A clean, organi>ed, and physically appealing facility can attract

additional business as surely as a dirty, disorgani>ed, andunappealing business can drive customers aay

Customer Entrances and rite%&p "rea

Feature a clearly mar-ed and easily accessible entrance that leads

customers to a rite/up area here employees can attend to theirneeds

'he rite/up area is the site of the rst face/to/face contact beteenthe customer and the service advisor 4hould provide a clean, ell/lit, and quite environment here customers

can comfortably discuss ith the advisor the reason for visit and raise any

questions or concerns 4hould also include a covered space here customers can enter and exit

vehicles and also allos the customers and the service advisor easyaccess to the vehicles and assure a common understanding of the

concerns and planned services hile being protected from the eather

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Customer Space

Customer aiting "rea

*mportant part of demonstrating concern for their needs Provide separate customer restroom facilities and a customer

aiting lounge that are clean, ell lit, and isolated from therepair space

4hould feature a comfortable place for them to sit, read, oratch television hile aiting for repairs

Additional competitive edge / provide telephones or ireless*nternet access

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Tools and Equipment Although every technician possesses a large rolling toolbox

lled ith tools, a service shop must be outtted ithsophisticated diagnostic and repair equipment and specialtools

Tools 4hops need to provide a ide array of speciali>ed and

commonly shared general/use tools 7arge tools used in diagnosis and testing of vehicles %e.g.)

charging system testers, cooling system testers, and electronicdiagnostic scopes&

4pecialty tools, or shop tools, specically designed for certainproducts that the shop services

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Special Tools'ools that have been designed for a very specic purpose andapplication

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Tools and EquipmentEquipment

4hop oners ma-e an even larger investment outtting the facilityith basic equipments required to provide proper repair services

4ome of the most basic pieces of equipment common to all shops) 9entrali>ed poer exhaust system, adequate lighting, air compressor,

air distribution system, electrical outlets, or- benches, hydraulic press,

oor =ac-s, bench grinders, vehicles lifts 4ome of the most common big/tic-et items specic to each ma=or

automotive repair area) 6ngine mechanical) cooling system tester, cooling system ush

machine, valve grinding machine, oil drains, mobile crane, precisionmeasuring equipment %run/out gauges, micrometers&, torque renches

Automatic transmission %A#'&) A#' uid exchanger, precision measuringequipment %dial indicators, micrometers, depth gauges&, torquerenches, pullers, presses, pilot tools

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Tools and Equipment

Equipment


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Communications Equipment Ho shop can exist if its employees cannot communicate

eectively ith one another as ell as ith suppliers andcustomers

Basic communications needs) 9ommercial telephone system ith multiple incoming lines, fax

machine, and line/transfer capabilities

Additionally, intercom and internal paging system

7arge shops may also employ an automated system todistribute and deliver internal documents 6.g.) A vacuum/operated tube to route repair orders and other

important paperor- quic-ly from the rite/up area to thedispatcher and then to the cashier+s o0ce

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Communications Equipment'elephones, intercoms, and other equipment that improvesemployee interaction

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Computing Equipment A fully/equipped shop needs computing system

4mall shops / A single *nternet/connected personal computer toallo online communication ith vendors and customers

7arger facilities / An in/house mainframe computer, or a systemof netor-ed personal computers to perform essential functions%inventory control , personnel and payroll management, and

accounting& 4hops are increasingly moving from traditional paper repair

orders to paperless electronic repair order systems Allos instantaneous transmission of the information from the

service advisor to the dispatcher, technician, and nally cashier

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Computing Equipment 7ist of common computer/based operations in a modern

shop and the employees or departments that handles theseoperations) 6/mail %all employees&

*nventory control %parts department&

Appointments %service advisor&

3epair order riting#preparation %service advisor& 8or- distribution %dispatcher&

5ocumenting performed or- %technician&

3epair order trac-ing %service advisor and management&

*nvoicing and billing %cashier&


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Planning Your Investment 6ntrepreneurs commonly are optimist, ith high ideals and even

higher aspirations for success Business research, hoever, indicates that most ne small businesses

fail ithin rst six month 9ommon cause / Iveroptimistic initial pro=ections#overpro=ecting business and

lac- of initial capital#overspending at startup

CH2 Physical Resources

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