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In the bright and modern Ford & Slater commercial vehicle dealership in Norwich, service manager John Balls sits behind three flat panel computer screens. They are linked together so real-time data can flow from one screen to another. Welcome to Daf network's UK showcase for new technology. Visitors from Daf have come from Paccar in the US and across Europe to see the working example of this hi-tech truck dealership. It is part of the E-Dealer project, which aims to change working practices and  provide new and enhanced customer services.

A key part of the operation is a new inspection and service maintenance system developed by Sheffield-based IT supplier FDTEK working with Ford & Slater and Daf. This system enables the regular checks and service maintenance tasks on trucks to be recorded electronically in the workshop the information is then transferred and stored on FDTEK's servers, and made securely available to operators via a website. There is a wireless network covering the dealership which enables information to be passed immediately between service reception and technicians in the workshop, so job details are simultaneously visible on the PC screen in the service manager's office.

The technicians use a number of devices to capture and record data. Toughened touch screen Panasonic laptops and tablet PCs allow information to be immediately recorded as the technician carries out the inspection. The technician logs onto the system and puts in the details of  the vehicle to be checked or simply selects a job from the list. The system enables him to query the history of the vehicle and review any defects before continuing. The software then guides him through all the legal and additional checks and tasks that have to be carried out. The technician uses the touch screen to enter the results and is prompted to take any further action as is necessary. The computer can even be taken into the cab or under the vehicle to record the information. The technician has to confirm that each check has been carried out before signing on the electronic screen. If the technician needs to look at the manual he can do so by pressing a button.

Inspections and defect reports are available to the foreman to approve repair, record any further actions taken and ultimately sign off the inspection. There are many advantages to using this system, says Balls who, along with his team of technicians, has been involved in its design. Technicians cannot miss out any checks, the information is clear, standardised and easier to read than a form filled in by hand, and the information is immediately available to customers and the dealership electronically. In future it wil be able to immediately share vehicle documents across the Ford & Slater group which traditionally would be stored in a filing cabinet.

Initially the technicians used hand-held computers to record and send the information but these have been replaced with a combination of laptops and fixed touch screen terminals at the side of the bay. These have proved easier to use. The laptops are specially hardened and protected to stand up to workshop conditions. They can be expensive so alternatively a fixed touch screen PC monitor can be installed at the side of the pit, which significantly reduces the cost. One advantage the FD-Inspect system has over rival systems is that the whole process is electronic and has been extensively developed in conjunction with the end user. This means that customers and VOSA do not see scans of the documents but professional reports.

The electronic information is stored by FDTEK for the life of the vehicle and customers can access information whenever they need to via a website. Customers can review their fleet and check that the inspections have been carried out. The system has been confirmed by VOSA as being acceptable for operator licensing purposes. Ford & Slater can also give VOSA access to the information if needed. Service manager John Balls can access past and real-time records of what's going on in the workshop. A workshop technician enters all the relevant data concerning the vehicle he is working on. He can even automatically order spare parts. All the checks are recorded and the vehicle's manual can be accessed. 

E-improved

The E-Dealer project is just one part of the wider uses of technology introduced at Ford & Slater Norwich. The aim is to standardise the information on vehicles and the work that needs to be done to make the operation more efficient. When a technician starts a job he signs in using a barcode scanner, scans in the job and details each individual operation, including parts details used. The service manager can then see on his screen what all the technicians are doing and it will highlight if they fall behind schedule. Balls says that it is particularly useful when customers phone the office to find out when their job will be finished. The system automatically tells the parts department of service jobs and prepares parts picking lists.

Daf's Managed Dealer Inventory (MDI) system is used to optimise parts stock holdings based on historical and also future demand. So if a dealer uses a non-stock part twice in six months it will "automatically be added to the stock list. These systems will reduce the paperwork, make the operation more efficient and enable us to provide a higher standard of service to our customers," says Keith Spurway, dealer principal.