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Garage Technical Information: an additional resource From “simple” technical bulletin to actual release of “instructions for use”. The technical information, accessible free of charge from the site, allow the operators of the sector to have constant access to specific contents for every application, including assembly instructions and very detailed graphics. Whilst Gianluca Fantozzi anticipates a new evolution: the service information An efficient, accessible and clear tool designed to provide our customers with a source of information and direct training at a technical level; this is how the Technical Information was designed from the start», explains Gianluca Fantozzi. The Aftermarket technician position did not yet exist within the company, however Dayco had understood that, to build a strong relation with the user, a technical support service was necessary, and it should be a unique role. Over the years, the original concept – transferring specific and accurate information to the customer – remained unchanged, but the form and function of this very important service evolved. AN EVOLVING TOOL «Originally – explains Fantozzi – the Technical Information was a kind of “technical bulletin”, in which Dayco explained to the end-users – the car repair shops – how to work on the most difficult replacement cases, giving some practical suggestions for a correct assembly work». This support proved particularly useful when the manual tensioner was replaced by the introduction of the automatic tensioner, which required a special “training” for the customers. «Whilst in the past, it was actually the installer who gave the right tension to the tensioner, adjusting it by hand, the new tensioner is now fitted with a system capable of applying the correct tension automatically». This is only one example: in general, the technologies that are currently used in our sector have changed significantly and evolved in a visible manner. As a consequence, the Technical Information concept also evolved: «At a certain point – explains Fantozzi –, after completing this “training” stage, and following a further increase of applications and models in the market, we thought it would be appropriate to provide proper assembly instructions instead of just ad-hoc suggestions». The form and meaning of the Technical Information was then changed to become a specific tool for kit installation, while its previous function of “technical bulletin” is now covered by a new service, precisely named Service information. MAXIMUM ACCURACY, MAXIMUM USABILITY But what is exactly the purpose of the TI «In each kit sold – explains Fantozzi – Dayco supplies by default very simple, universal assembly instructions. The TI’s complement this basic set with specific instructions for a particular kit. They are designed and drafted directly by the Dayco team, and are available in 13 languages on the website. They are highlighted by a small stylised icon near the reference product, both in the catalogue area and in the garage area, so that anybody can download them in case of need and use them immediately, without having to translate them». The layout and graphic representation have been studied for maximum usability: first there is a kind of grid containing all essential data, from the application code to the kit it refers to, to the engines and vehicles it is installed on. The grid is followed by the kit (or kits) composition, «with a detailed drawing representing the transmission that the user will be materially working on, with arrows highlighting the various components supplied in the kit». This diagram is therefore more detailed than the one included in the belt course layout, another essential information tool. After the diagram, the user will find the actual assembly instructions, «presented in a concise and schematic manner, and drafted by a technician writing for other technicians, and therefore using immediate, very specific terms». Lastly, a summary of the kit composition includes the reference codes to the original part and the alternative part offered by Dayco, so that the mechanic can compare them with the components in his possession and make sure the part is exactly what he needs. INSTRUCTIONS READY FOR USE «To make the TI user-friendly, and in particular to provide a quick, essential and easy-to-use manual - – stresses Fantozzi – all the information is “concentrated” on a couple of pages. The sheets can be printed in an unlimited number of copies, and we have been told that some 3 0 POWER WORLD
Garage customers are creating their own personal “library” of Technical Information they can refer to whenever they need it». So far, about 150 TI’s have been issued, and as many are being prepared. The goal is obviously to cover all KTB kits (about 520), keeping in mind that each TI can refer to more than one kit at the same time. The implementation order however follows priority criteria related to the sales – and consequent support requests – starting from the most requested kits to gradually cover the whole range. This service is offered by Dayco free of charge. DIFFERENT TOOLS, SAME OBJECTIVE: TO INFORM designed for the customers. This channel, however, has great potential: «As far as training courses are concerned, even with a growing offer, we can only schedule a maximum of six meetings a month. This is already good but it remains a drop in the ocean in comparison with the audience we can reach through the web», he explains. As mentioned above, the initial function of the TI’s will soon be covered by the Service Information, in an improved and more articulated form. «The SI is a kind of “Did you know that…”, providing information of various nature, from why a kit has been replaced by another, or why it is advised to fit a specific bolt rather than another, and so on». In this respect, the TI is a tool that complements other direct training channels A valuable feedback Experience to support the Customer service. To fulfil every requirement, exchange information and opinions and supply direct training activities. This is the purpose of the Aftermarket Technician Abridge between the company and the end customer. Even better, a bridge between the company, the customer and all intermediate operators. Because giving the customer a high-quality and efficient products is not enough, the customer must be given all the necessary instruments to install and understand the product themselves. This is the main task of the Aftermarket Technician, who is a key actor in the world of Dayco. Through his “connecting” role – explains Franco D’Emilio, the first Dayco technician who occupied this important and innovating position – he represents a double benefit: «both for the customer, who knows he can rely on a highly professional supporting service for all the technical aspects of this work, and for the company which can obtain directly precious suggestions from the market, in order to further improve its services and products». For instance, the technician can receive reports and transfer them to the company in order to find the most appropriate solutions, thus feeding a perfect “solution circle”. This feedback is extremely useful, including from a communication point of view, as it allows to determine the right language and the right strategy to fulfil in a clear and complete way the requests expressed by the market. A QUALIFIED SUPPORT The team of Aftermarket technicians was created precisely for this purpose: fulfilling the market requirements expressed by mechanics, spare part dealers and distributors, who can contact them at any time through Dayco’s toll free number, the call center, or directly. This additional service that Dayco has decided to provide to all its customers; is currently available in six sub-areas: Italy, France, Germany, Spain, UK & Ireland and Eastern Europe. «Within this “network” an intensive exchange of information and experience was implemented – stresses D’Emilio – that helps strengthening the relations between the various offices and makes customer service even more efficient». TRAINING ON REQUEST As far as Italy is concerned, the technician’s activity has intensified over the last five or six years. The training activity is starting to cover the whole Italian territory, from the northern regions to Sicily. These opportunities are extremely useful and important, both for the company and for the customer - comments D’Emilio -. The courses start from the Technical Information, that anybody can download from the Dayco Web site and, from there, additional details are given, for example on how to handle rigid components and belts, on how to follow specific installation instructions, etc.». TECHNICAL QUESTIONS THE AFTERMARKET TECHNICIAN ANSWERS You have a question, a query, you need explanations or further information regarding the use of the Dayco products and the technical aspects of your work Please send your questions to info.it@daycoeurope.com The Dayco technician will try to answer them in the next issue of the magazine. MAY 2011 31
Page 1 and 2: ISSUE 1 - MAY 2011
Page 3 and 4: Editorial ® Going against the tren
Page 5 and 6: D A Y C O M A G A Z I N E World May
Page 7 and 8: necessary to know how to use differ
Page 9 and 10: Communication and Promotion in Dece
Page 12 and 13: Product Range and quality for profe
Page 14 and 15: Product WATER PUMPS: OPERATION The
Page 16 and 17: Zoom Focus on China and Brazil Diff
Page 18 and 19: Zoom Dayco Brazil opens its first p
Page 20 and 21: R&D - Research & Development R&D fo
Page 22 and 23: Focus Autopromotec Let DAYCO show y
Page 24 and 25: From the distributor to the mechani
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Page 30 and 31: Garage The web, a gate to the world
Page 34 and 35: Update Abstract of new products Aut
Page 36 and 37: Update Abstract of new products Aut

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