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• A reality check  

  This year’s summer was good, but as usual, was over too quickly – so back to work and a reality check!
      
  However, during my summer travels some of today’s necessities of life were conspicuous by their absence. I hired a car, only to discover that the USB connection I needed to use to charge my phone and link to my favourite music playlists didn’t work. The local radio station’s dubious choices in music didn’t help relive the tedium, but when I got to the hotel my woes were compounded when I discovered that they wanted to charge a ridiculous amount to use their wi-fi – I mean seriously, who in their right mind can justify charging hotel guests for basic wi-fi – unless the hotel is run by Ryanair (who seem to want to charge everyone for everything), which it wasn’t.
      
  So, with no wi-fi in the hotel room, I had some time on my hands, so I started thinking about the connections we expect in today’s connected world and in turn what connections are needed to run today’s workshop. This got me thinking about the problems it would face if these connections were either expensive, were restricted, didn’t work as they should or didn’t exist at all.
  
  Form over function
  Back in the 1990s I remember well being handed a new portable diagnostic tool which could connect to the internet via the mobile phone networks. Subsequently, it was able to conduct remote and bi-directional diagnostics on a vehicle anywhere in the world, when the vehicle was also connected to the internet – effectively ‘PC anywhere’ technology. However, I also clearly remember complaining to the development engineer within a couple of minutes because the functionality was too slow. He was visibly shocked and was clearly offended by my negative feedback on what was his pride and joy. Then I realised what had made me comment negatively – it was not the impressive technology, but the speed of use and the corresponding ability to run the diagnostics I wanted to conduct. In IT terms, this is referred to as system ‘functionality’ and ‘non-functionality’. Simply, the ‘non-‘functionality’ is the design of the system and the ‘functionality’ is what it can deliver. It might be easier to remember this in layman’s terms as being ‘Form over function’.
      
  When applied to the workshop, this directly applies to a wide range of electronic connections that are needed to support your day-to-day business, and if these connections do not work as needed, how this can quickly and detrimentally impact your business activities.
  
  Don’t miss the ‘bus’
  The ubiquitous Universal Serial Bus (USB) connection is a good example. A ‘bus’ within a PC are wires that transfer data between components inside the computer, or between the computer and its peripheral devices. We have all come to use this connection for a wide variety of tasks, from using it as an auxiliary power source for many different gadgets, to a vital communications port for various functions such as printers and other data transfer requirements. However, if it does not work correctly, physically or electronically, then simple tasks suddenly become major issues.
      
  This wired technology has moved on and most of us are now connected by wi-fi in the office environment, but increasingly also in the workshop to connect diagnostic tools to the internet. Data transfer speeds depend on the technology used and the latest generation (soon to be 802.11ax) is super-fast, which becomes more important as software updating of vehicles involves the transfer of massive data files. Generally, wi-fi connections work well, but when they suddenly stop working, it is more difficult to diagnose as it is not a physical connection than can be more easily tested. This may happen after a software update and a recent experience showed me how simple a problem can be, but how difficult it was to discover, when my PC was updated and a simple setting was changed. Over three hours of technical support was needed to discover that it was a simple tick-box setting which needed to be re-enabled. These wi-fi problems move into understanding the IT environment of certificates, configurations, permissions, log-in and passwords between the router and the various connected devices, without even starting to consider the wider communications providers that connects your workshop to the wider world.
  
  Have a cookie
  This leads me onto an increasing communications requirement which has become a fundamental part of our day-to-day lives, from both the personal and business aspects – the internet. If there is ever a perfect example of living in a connected world, this is it. However, if you think about the wide-ranging possibilities that the internet supports, do you ever stop to think about the technology behind what is happening to understand the control mechanisms that are needed for it to be safe and secure? If you visit a website, not only are there likely to be cookies tracking your choices and mapping your activities, but there will be certificates being exchanged to ensure secure communication. This may extend to log-in criteria and passwords, or may be implemented by the service provider whose website you are viewing. This becomes particularly important when you are paying for something online.
      
  In simple terms, all this is a form of coded access, but this works not only to ensure the correct access rights, but more importantly, to stop anyone who does not have the valid access rights from interfering or monitoring what you are doing.
  
  Control
  What then does all this lead to at the workshop level? In terms of the technology of the equipment, then it is developing to be both more reliable and faster, but the same cannot be said of the beloved OBD connector, which is not only restricted in terms of speed, but will become restricted in terms of access without the correct roles and rights authentication which requires certificates from the vehicle manufacturer. As the manufacturer controls this certificate, then it becomes ‘He who controls the connection, controls the function and ultimately the business’, so the workshop of tomorrow needs to worry most about a connection that they have no control over, but which will control their business.
    
  Time then to sign up with one of the aftermarket associations and join the fight to protect access to the in-vehicle data!
  
  xenconsultancy.com

• Autoglass launches ADAS 'Over The Air' 

  Autoglass has launched the Over The Air calibration solution which adds to its existing ADAS proposition. The combination makes what the company calls the Total Calibration Solution for ADAS diagnostics, coding and calibration.

• blueprint for technical success 

  Have you ever wondered why it is that some technicians have an aptitude for complex diagnosis? You know the type of tech I mean. They take the seemingly unfixable, dive headlong into diagnostic battle and emerge triumphant time and time again.
      
  Not only that, but they’ll often do so in a time that makes other techs look on in awe! What’s their secret? And more importantly, can you emulate their success? Well, I’ve got some great news for you. You can, and knowing what to do is easy.  All that’s required is that you look to the past. History is a great teacher.
      
  I turned 50 this year, and one of the few benefits of increasing age is the ability to spot patterns, and patterns of actions that when followed culminate in your success. Patterns for success surround us, but sometimes you can be a little too caught up in the urgency of the now to spot them.
      
  I’ll show you the patterns great technicians use to triumph in the world of technical diagnosis, and how you can do the same. It’ll be your blueprint for success.
      
  You’ll like the blueprint. You’ll appreciate its simplicity, recognise the logic, and in all probability nod along as you read, agreeing with the steps that need to be followed.
      
  Here’s the deal though: You’ll need to implement it. Knowing the blueprint is easy, but knowing what to do doesn’t get the job done. It’s all in the implementation, and that starts with you taking small steps to achieve positive changes each day. Don’t forget one of my favourite sayings: “Progress NOT perfection.”
      
  I’m as much a fan of the latest technical gadget as the next man. I also love “cool” test techniques, but I’ve noticed that myopic focus on these can often be to the detriment of the long-term technical success of a technician. I’m not saying that you shouldn’t explore “shiny” elements in our craft, but you’ll find huge benefits in building a solid foundation that can be executed on every diagnosis. What do you need to “do well” then? Just these five steps.
  
  Step one – Systemise to win
  There’s always a right and not so right way to attack any given fault. One fundamental element is to have a defined system that all technicians use.  Without a rigorous system to follow, your diagnosis could be doomed before you start. Here’s an outline of our diagnostic system that just works;
  
  1 – Thorough questioning of customer, establish change point
  2 – Confirm and experience fault with customer
  3 – Visual inspection for obvious issues
  4 – Retreive fault codes, and gather data on what’s required to raise them
  5 – Inspect serial data. Note what looks wrong
  6 – Research technical bulletins and any technical information required for accurate testing.
  7 – Document what’s wrong and possible causes
  8 – Form plan and prioritise relevant tests
  9 – Carry out tests and draw conclusions
  10 – Bypass test to prove the conclusion where applicable
  11 – Repair as required.
  12 – Carry out postfix operations i.e. component coding.
  13 – Carry out tests to confirm repair
  
  Use our process and you’ll definitely be putting your best foot forward.
  
  Step two – Sound electrical knowledge
  Now you know what a great process looks like the next part of your blueprint is your understanding of automotive electrics. How quickly you can decide what to test, what tool to use, and what the answer should be is an essential skill that pays huge dividends once learnt. Key elements include:
  
  1 – Becoming comfortable with relationship between volts, amps and ohms
  2 – Using voltage drop to accurately find circuit faults
  3 – Series and parallel circuit diagnosis
  4 – Interpretation and use of wiring diagrams
  5 – Fundamental mechantronics test knowledge
  
  Armed with these, you’ll be able to find wiring faults, diagnose sensor and actuator circuits as well as build entry-level bypass tests to confirm your theories. These are skills you’ll use on the majority of diagnostic repairs. Learn these and you’ll reap the rewards for your entire career.
  
  Step three – Oscilloscopes; One tool to rule them all
  A little dramatic I know, but understanding how to use an oscilloscope competently is a game changer. It will bring to life all that has been learned in Step two (auto electrics), and when used skilfully will display this in a way that can confirm or deny faults in vehicle circuits, sensors and actuators.
      
  As an example, take just one quick connection (less than a minute on most petrol cars) to the switched side of a manifold injector and you’ll know;
  
  1 – That power supply to the injector is not open circuit
  2 – The ECU has control of the injector and is commanding fuel delivery
  3 – Time taken for fuel delivery to commence (injector opening)
  4 – Integrity of injector ground circuit
  5 – Time takes for fuel delivery to cease (injector closing)
  
  Add some additional test points for injector power supply, current and rail pressure (another couple of minutes) and you’ll confirm the integrity of the positive supply to the injector, the injector winding, and a great test for a quick look to ensure the injector is delivering fuel once open. Like I said - It really is one tool to rule them all!
  
  Step four - Generic systems knowledge
  With steps one through three in place you’ll now have the foundation knowledge to explore vehicle systems. This can be a little intimidating as there are so many systems and so much to see, which is why we advise attacking this in bite-size chunks. Your goal here is to become familiar with generic items that broadly apply to a wide cross-section of vehicles. While there’s no substitute for formal training, taking a few minutes on a regular basis to self teach is invaluable. Here’s some things for you to try:
  
  1 – Pick one system to start with. E.g. petrol engine management
  2 – Select a book or watch a video for some foundation learning
  3 – Focus on one part of a system. E.g. Loads sensors
  4 – Inspect serial data for MAF and MAP sensors across various load and speed ranges
  5 – Scope MAF and MAP sensors across load and speed ranges
  6 – Record your results and repeat on different vehicles on the same components
  7 – Repeat points one through six on different components
  
  Do this on a range of vehicles and systems and you’ll become incredibly familiar with what good looks like, as well as raising many questions that we’ll answer when you attend our training.
  
  Step five – Manufacturer information and tooling
  There’s one final piece to this part of the puzzle and that’s using the using the best information and serial tools.
      
  While I understand that generic information and tooling has its place, I also have too many real-world examples where my blood pressure would have been dramatically raised were it not for O.E. information and diagnostic tooling. My advice here is straightforward;
  
  1 – Select one manufacturer initially
  2 – Become intimately familiar with their information system
  3 – Learn to use their wiring diagrams
  4 – Explore their technical service bulletins
  5 – Use their repair procedures
  6 – Substitute a generic serial tool for the O.E. tool for a month
  7 – Explore all the serial tool has to offer
  
  We’ve been training technicians like you to use this equipment for many years. It’s had too much of an impact for those that have grasped the nettle for you not to give it a go.
      
  You now know what it takes to begin the road to technical success. All you need to do is start. Taking regular steps, and before you know it you’ll have not only reduced your stress but your time to a first time fix as well.
  
  
  

• Chipping away in Chippenham 

  Three years after he moved into his current garage on an industrial estate on the edge of Chippenham, Declan McCormack is still unpacking: "I have all the tooling and equipment, I am busy all the time, and I have a pair of two-posters ramps, but I've still not had chance to get organised."  
  
  The evidence says otherwise. In 2018, Declan McCormack Vehicle Repairs was one of the finalists in the initial run of Top Garage. In 2019, his garage was named as the best business in the new 1-5 staff members category. Not only that, we were here last year, and we didn't think he was disorganised then either.
  
  For those of you who don't have a complete set of Aftermarket back-issues to hand at all times, Declan briefly reiterated his story: "I started in 2004 in a van, and I did three years of that. From there I went into a little workshop with a huge yard. Then we moved into a site in the town centre, and finally here. I wanted this unit 12 years ago and I missed it by about a day."
  Declan's is a one-man operation, although his wife Jan does pop in to help with the books, and to remind him to come home occasionally.
  
  Communication
  "About 80% of the customers I have now I have had since I first started out,” said Declan, “Not necessarily from the van, but certainly from the first garage."
  
  He puts the loyalty down to communication: "Being transparent is very important, showing them what's wrong and taking the time to actually explain it to them. I think that makes all the difference. I would say that I convert 90% of my quotes into work along the way."
  
  Declan contrasted this with the approach he’s heard about from other garages: "There are some guys who have no interest at all. They just want to get the work in the door and get it out, they are not interested in the customer. I think that’s what really makes a difference, especially the older people – they like to know what's going on."
  
  He doesn't just talk though: "Every now and then I have a customer that is away. If it's a big job I will do a video for them. I do them on my mobile phone. All I do is go to the front of the car, show the registration, and then take them round the car and then send it to the customer."
  
  Aftermarket can take some credit for showing Declan the power of video: "I won a competition in Aftermarket about six or seven years ago. the prize was the system. They came down and set me up a Samsung tablet and all the various bits and pieces."
  After a while, Declan found he could do it just as well his own way: "Rather than paying a subscription to somebody, you just need to show your customer. It is just as easy with your mobile phone.”
  
  This is just the kind of tip we want to give our readers. You have a mobile phone?  You have email? Then you can do videos.
  "It is a simple as that," reiterated Declan. “Usually people have their mobile in their pocket, making it much easier than if you have to go and get a tablet, and then you have to power it up. Using the mobile just works for me. The last one I sent was with a Kia I had here. I went around the car, showed it to the customer, and then we had a joke about it as it was a bit long-winded. There were so many things I had picked up on. When he came in he said 'I know nothing about cars - I am a video editor. For me the video you did was brilliant'. Then he said 'go ahead'. It works, but I don't do it for every car."
  
  Methodical
  Of course, for this to work, it helps if you are observant and methodical: "If I have a car, I will inspect it front to back. I'll check all the ball joints, all the steering, I won't go to the extent of checking levels and that side of things, but I look at all the tyres, I look for wheels out of shape, I look for noises. Once you have the car on the ramp it takes seconds.
  "I do it in a tongue-in-cheek way. A lot of garages pick up on things and then start pushing it. Then people don't want to do it because they think you are just upselling. I put it on the invoice and then I just explain to the customer 'look, while i was under there, I found this. You are going to need to do that first, that is going to want doing in the next month or you need that maybe before the next MOT'.
  
  "By not pushing it, most people come back to you. I did one on Saturday, with a car that came in for an oil leak. New customer. I put it on the ramp and had a quick check round. It needed an inner track rod end, it had a few other things. When he came in I left the car on the ramp until he came in and then I showed him. He is coming in next week for a full service and to do the work that I showed him. It does work, but there is a fine line to not be pushy. You have got to show them, and when they can see it they will start to trust you."
      
  Declan won his section of Top Garage, competing against businesses that were 400% bigger than his one-man operation. With this in mind, we wondered how he operates so efficiently. He laughed: "I have no idea! Along the way you see what needs doing, you do it, and then you have a plan. I probably work better under stress than I do if I have not got anything in the workshop. If I have one job and it takes five minutes I will do it five minutes before 5pm. However, once I am under stress I am fine."
  Declan explained it is about compartmentalisation: "If I know I have something coming in that is a bit bigger or will be more involved, like some of the electronic stuff, then I will leave it until an evening. Then I will shut the door, switch off the phone, and just get my head into it."
  
  One of the reasons Declan was a winner, was because the judges were particularly impressed with Declan's clarity of vision. However, Declan said this was an inevitable by-product of working on his own: "Because I am a one-man band, everything comes through me. If you are a garage with employees, you have got your front-of-house people, others to the side, cleaners, mechanics. I think half the stuff gets lost in translation along the way. With me, when something goes wrong, It’s only me that could have made it go wrong, and then I have got to work five hours extra to sort it.
  
  “Also, because you know your customers, you know if a car will be ok until tomorrow, while that other car will be wanted back. If you know your customers you can jiggle things about. It is just the whole package. If you are a bigger business, there are so many people involved. Also if you have employees, most of the time in the garage trade, when 5pm comes employees switch off and are out the door. I can't, or won't do that."
  
  Top Garage
  Will Declan McCormack Vehicle Repairs be defending its title in 2020?
  Declan thinks so: “Top Garage is the only way I can benchmark myself. I don't think I can measure myself against garages here.
  "With customers, they’ll usually let you know if you have done something wrong. If you do things right though, you are never going to know about it. You only know because they are coming back. The problem is you can get into doing something and unless somebody tells you it is wrong, you will just carry on doing it. That's why it is quite nice to go to Top Garage."
  
  Looking ahead
  Declan likes a challenge, and his next one is to work out where to take the business next: "One of my long-term goals is to take on a second unit next door dedicated to electric cars. The problem is the market is so up and down. I am Level 3 qualified, I want to do Level 4. If I go that way I will need to take on staff, as I would need someone to run this side while I run the other. I would want charging points as well.
  
  "In this trade, you can't stand still. If you do you will be left behind, and then if you do want to catch up you'll never be able to manage it. If you stand still, give it five years and you are out of it. You either look ahead and move with it, or you do some discs and pads and then go and push some trolleys at Lidl. I don't want that to be me. I like what I do, I've always wanted to do this and now I am doing it I want to keep doing it."
  
  
  

• NGK’s MO70 Dragmower sets new record  

  NGK’s MO70 Dragmower has made a sensational track debut at Santa Pod Raceway – recording a top speed of 115.53mph.

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