Identifying wasted time, according to TireBusiness.com.
Owners and managers would agree that correcting causes of wasted time is an important goal. Sadly, some bosses can’t reach that goal because they don’t seem to recognize waste when they see it. Regular readers know that my work takes me back and forth across the country. My in-shop research gives me a ringside seat to the issues I discuss. I just did the math; January marks my 38th year reporting on the automotive repair industry. After all that time, I’m continually amazed at the inability of some bosses to spot waste. Trite as it may sound, you can’t address or correct things you don’t recognize. Let me cite just two examples of wasted time that I routinely see owners and managers overlooking. The first is lateness; the other is comebacks and “do-overs.” Some managers I know have had a difficult time recruiting good help. (Yes, technician recruitment is a topic unto itself—certainly one for another column.) Consequently, they try extra hard to retain these workers. This includes tolerating certain behavior because it’s perceived as easier than hunting for replacements. Interestingly enough, some bosses endure technician tardiness because they value the tech’s knowledge and output, I’m told. For instance, let’s say the service department’s supposed to be operational by 8 a.m. If so, some otherwise capable techs can’t seem to get their bays battle-ready until 8:15 to 8:20 every morning.