At the Congress of Automotive Repair & Service (CARS) convention held during Automotive Industry Week in 2007, the Environmental Protection Agency (EPA) and Automotive Service Association (ASA) hosted an OEM Tool Forum. The purpose of the forum was to give OEMs an opportunity to present information about their after market programs for diagnostic tools and service information systems. While BMW, Subaru and Toyota made presentations, it was Toyota’s program that “knocked it out of the ball park” for the independents.

This event was covered in a good article written by Bob Chabot and posted on the ASA Website. Toyota was also gracious enough to make available a handout of the presentation which included the speaker’s notes. Mark Saxonberg, the Service Technology Department Manager for Toyota Motor Sales made the presentation. All the block quotes in this post came straight from the presentation notes which are available here.

The TIS Techstream

Toyota Techstream

Toyota’s original scan tool was based on Vetronix’s Mastertech platform and was put in service in 1993. In the spring of 2007, Toyota shipped their new PC-based scan tool, called TIS Techstream, to its 1750 North American Toyota/Scion dealers.

This new OEM scan tool is a great example of how to leverage a tool’s capabilities by using existing industry standard hardware and technology. As shown in the image to the left, the TIS Techstream is made up of three main parts

At the core of this tool is a Panasonic ToughBook 19 computer. This computer has become an industry standard among ruggedized computers. Some of the more noted ruggedized features are: full magnesium alloy case, moisture and dust resistant keyboard and touch pad, sealed port and connector covers and a shock-mounted removable hard drive.

The Backpack

The ruggedized ToughBook is further toughened up by placing it into another frame (backpack) that adds big corner bumpers and additional padding. The backpack also holds the Vehicle Interface Module (VIM) and a charging module to provide power to the computer from the 12v source that is available from the OBD-II data link connector.

The Docking Station

When not in use, the computer/backpack unit is placed in the docking station for charging. The backpack can also be locked to the docking station for security.

Toyota Techstream Service information from Toyota’s Technical Information System (TIS) is delivered to the scan tool using industry standard wireless network technology. Techstream will automatically notify you if a PCM update is available for a car being scanned. You are given the option of reading the TSB that addresses the details of the PCM software update and updating the software if you choose. The TIS Techstream integrates a robust OEM level scan tool, a service information system, and PCM reprogramming into one bay side tool!

Currently this system is sold as a complete package for $7,995 and includes a 2-year subscription to TIS (includes Techstream software updates and ECU Reprogramming Calibrations). Based on the following excerpt from the presentation, it looks like in the future you will likely be able to purchase the software and use your own hardware.

I see more PC-based vehicle diagnostic software from automakers – so we can get out of the hardware business and focus on building robust diagnostic software tools for the “even-more-complex” systems that are coming in the future.

The Toyota Aftermarket Philosophy

Part of the presentation focused on Toyota’s philosophy towards the independent service industry. The title of the presentation, “Building Brand Loyalty Through Outstanding Service Support – in the Aftermarket” set the stage! Here are some amazing excerpts from the presentation material.

Why do consumers make the automotive purchase decisions they do? While factors like styling and performance are important to many, if you ask them what keeps them coming back for more, consumers almost universally rate Quality, Dependability and Reliability – QDR – as a primary motivator. And…, while product quality and dependability are, to a large degree a function of engineering, as the vehicle ages, they inevitably require maintenance and repair. Automotive engineers have a great deal of influence over QDR in the early stages of the ownership experience, but you have the most influence over the quality of that ownership experience in the later years of the ownership cycle. Your role in automaker success becomes even more important as the quality gap continues to narrow between automakers. As the competitive playing field becomes more level, automakers have to find new ways to distinguish their products from their competitors.

A reputation for a positive lifetime ownership experience is one of the more important distinguishing attributes that can set an automaker apart from its competitors. Positive ownership experiences sell cars!

If automakers expect independent shops to deliver positive ownership experiences, we have to create effective and affordable service support systems for you.

Toyota is showing a lot of wisdom by adopting this position. Actually Toyota has been “aftermarket friendly” for many years with programs such as, Support to Automotive Repair (STAR), and other aftermarket support programs. It is good, however, to hear this from a Toyota presentation. Toyota has proven that you can be supportive of the aftermarket and still grow your market share. No doubt, other OEMs have opened up their programs more because of the example set by Toyota.

Toyota’s Challenge to the Aftermarket

Toyota also recognizes that the aftermarket needs to be prepared for the changes in the industry. For an independent shop to be in a position to deliver quality service it must be financially sound and invested in technology and training. Here are some excerpts from the presentations:

The industry is changing at an astonishingly fast pace – and if you haven’t already, it’s time to get on-board and start changing with it. Here are a few suggestions to help get you started:

First, get yourself a broadband connection to the Internet in your shop and connect it by a secure wireless network to your service area so you can begin taking advantage of the wealth of service support resources available there.

Use your third party and OEM website service information resources regularly – the days of fixing cars without service information are gone.

Come to grips with the fact that the increasing incremental costs of service information and diagnostic tools are eroding your bottom line – it is time to understand just how much and begin building these costs into your fee structures.

And finally, become accustomed to using PCs in your service environment – a great deal of your service support will be delivered by them in the future.

The Future

Assuming Toyota and the aftermarket maintain a cooperative working relationship, here are some of the things you will likely see going into the future:

I see growing use of OEM websites as complete service support portals, providing access not only to service information, but also to subscription based diagnostic software, just in time training resources, and manufacturer specific technical assistance.

Historically, automakers have relied on aftermarket tool and equipment suppliers to create service support systems for the aftermarket. With the complexity of today’s vehicles and service support systems, this model is becoming more of a challenge.

More collaboration on standardization in vehicle diagnostic interfaces, movement toward Windows based diagnostic applications and development of diagnostic appliances – capable of supporting all automaker diagnostic systems – offer the best hope in realizing this vision for the future.