The Connected Car
The independent aftermarket risks being cut out of the loop by the connected car, but there could be ways for garages take back control...
By Neil Pattermore |
Published: 25 March, 2020
When I was at school, no one liked the playground bully – you remember the kind of person who liked to push the other kids around, always wanted to take from you what you had and liked nothing better than ‘rubbing your face in the dirt’, just because they could.
There is a modern equivalent in the automotive world – the ‘connected car’. To be fair it is not the car that is the problem, but the vehicle manufacturer that designed and built it. I would like to explain exactly what the problem is and how it will be the equivalent of the playground bully in relation to your business.
In simple terms, the way that communication to a vehicle and its data is being supported is changing. Today, the OBD connector still exists and provides direct, free of charge access to in-vehicle data when the vehicle is in the workshop when you connect your multi-brand diagnostic tool to start the repair process. There are even plug-in devices (often known as dongles) that are connected to the OBD port to allow data to be monitored when the vehicle is being driven, but mainly for fleet operators. Perhaps, so far, so good.
Now the change of paradigm. The design of the car today (well actually yesterday – its already happened) has changed. It is now designed to allow remote access via a telematics interface and with the in-vehicle computational resources to host and run on-board applications for vehicle related services. This is the ‘connected car’.
Who can directly connect to this ‘connected car’ and access all the data, process it in the car and offer services to the driver? Only the vehicle manufacturer, and there lies the problem.
Evolution
This evolution in vehicle technology is driving (excuse the pun) a wholesale change in the way that the repair process will now be conducted. For the first time, the vehicle manufacturer is able to be in direct contact with the vehicle driver/owner and has consequently been able to enter the aftermarket. This is important, as this has been the most lucrative sector that the vehicle manufacturer has never previously been able to enter, or when they have tried to do so via its main dealer network, has resulted in only limited success.
Think about your business model for a moment. You have customers who call you, or visit your reception, to ask if you can help service or repair their vehicle. You ask a few questions to ascertain what the problem might be, or conduct a diagnostic check to see what faults may be present, and then provide the customer with a quotation to get their vehicle back on the road.
Now look at this from the vehicle manufacturer’s perspective. They can check the vehicle every time it is being driven and run monitoring, diagnostic or predictive checks to see what repair or maintenance is required. They already know the details of the vehicle and what service or repair methods are needed and the corresponding spare parts. When the time comes for work to be done, they can calculate what this would be in terms of time and parts and send a quotation to the vehicle owner using the in-vehicle display (HMI functions). Examples of this type of service offer already exist today and ask the driver what level of service they would like, when they would like it and where this work could be provided. This might be a main dealer close to their home or close to their work. A simple press of the on-screen icon, or even a voice command confirms their choice and the acceptance of the quotation. I bet that you would like to be in a position to be able to do the same, or even simply to offer your competing quotation. Well hard luck, you can’t.
The vehicle manufacturer blocks all direct access to the vehicle and the driver for independent service providers. Currently, the best offer from vehicle manufacturers is to use a ‘back-end’ interface from the vehicle manufacturer’s server where data (well actually information – there is a big difference) is made available at a price. You might simply get the vehicle mileage, or a DTC, or the next service date – happy days! However, the best bit, is that to get even this information, you have to register with the vehicle manufacturer, declare your service that you would like to provide to your specific customer, and then use the remote services contract that must first exist between your customer and the vehicle manufacturer to transfer the data/information via the VM server to you, before you can provide any form of service offer to your customer. Does not sound too appealing, does it?
So welcome to the world of the connected car - and the best bit is that you will not know the customers you have lost, as you will not know what service, maintenance or repair work they needed, because the vehicle manufacturer will have known what was needed even before the vehicle owner did and then proposed their service offer directly to them without you even knowing.
Streamline
Perhaps there is some good news on the horizon as vehicle ownership changes towards ‘mobility as a service’ and people do not buy cars, but simply buy transport. The vehicle owner becomes a corporation who runs a large fleet of vehicles and needs them serviced locally to where they are being used, but to ensure that they can offer competitive mobility services, they will need the lowest cost for labour and parts – and with their bargaining power for individual independent workshops, it could be a race to the bottom to offer the lowest price. The answer lies in working as part of a team with your suppliers (e.g. diagnostic tool or parts suppliers) who can negotiate better corporate deals and help streamline your business to meet these new challenges. The days of simply talking to your customer and giving them a price before telling them that their vehicle will be ready at five o’clock are rapidly disappearing, to be replaced by working in a wider eco-system of remote access to the customer and their vehicle and competing not with the workshop around the corner, but with corporations, both as partnership suppliers or as competitors.
Tomorrow’s business model will not be just more of the same as what you were able to do yesterday. Welcome to the world of the connected car and the new playground bully, where you will need to gang-up to defend yourself.
xenconsultancy.com
- Certifying your future
The rate at which the modern car is developing to include new functions based on new technologies is exponential.
The car owner is often unaware of this, as they see only the ‘HMI’ (human machine interface) that allows them to select and control functions and along with many other electronically controlled ‘things’, the expectation is that ‘it just works’.
Two key elements are changing with today’s and tomorrow’s cars. Firstly, they are changing into more sophisticated, interactive electronic systems, which require high levels of software compliance. Frequently this can mean that the vehicle needs ‘updating’ which may apply to one system or the complete vehicle. Today this is increasingly conducted by using standardised interface (vehicle communication interfaces – VCI’s) and pass through programming by establishing a direct connection between the vehicle and the vehicle manufacturer’s website. This is now being used even at the level of replacing basic components, such as a battery or engine management system components.
Secondly, vehicles are increasingly being connected through telematics systems so that the car is becoming part of ‘the internet of things’. This allows remote communication with the vehicle to provide a range of new services to the vehicle owner, driver, or occupants. These broadly fall into two categories – consumer related services, such as internet radio stations, link to e-mails, finding the nearest free parking space and much more, or business related access to in-vehicle data to allow remote monitoring of the status of the vehicle for predictive maintenance, remote diagnostics, vehicle use, pay-as-you-drive insurance etc.
Increasing isolation
The in-vehicle E/E architecture is therefore not only increasingly complicated and inter-active, it is more vulnerable to incorrect repair processes. To ensure that this risk is minimised, the vehicle manufacturers are increasingly isolating any possible external connections from the in-vehicle communication buses and electronic control modules. Effectively, today’s 16 pin OBD connector will no longer be directly connected to the CAN Bus and in turn to the ECU(s) but will communicate via a secure in-vehicle gateway. There may also be a new standardised connection which becomes a local wireless connection in the workshop as well as having remote telematics connection, but in both cases, the access to in-vehicle data is no longer directly connected.
Why is this isolation and protection of the in-vehicle systems so critical? Apart from the obvious protection against any malicious attack, there is an increasing safety issue. Thinking longer term, what happens when semi-autonomous cars or fully autonomous cars come into your workshop?
The key question is how to conduct effective repairs on these vehicle systems. At first glance, it may be the basic servicing still needs to be done, but even this will become more difficult, with certain items already requiring electronic control or re-setting. As this develops into more sophisticated systems, the vehicle manufacturer may try and impose more control over who is doing what to ‘their’ vehicles, based on their claim that they have a lifetime responsibility of the functionality of the vehicle and therefore need to know who is doing what where and when. This may lead to an increasing requirement for independent operators to have some form of accreditation to ensure sufficient levels of technical competence before being allowed to work on a vehicle. However, there is also a strong argument in many European countries (the UK included) that this is a market forces issue and that it is the choice of the customer who they trust to repair their vehicle and it is the responsibility of the repairer to be adequately trained and equipped.
What’s coming?
Will this market forces attitude still continue when the autonomous vehicle systems are part of the intrinsic safety of the vehicle? This is increasingly becoming the case as these semi or fully autonomous systems take over more control of the vehicle and stop any driver control.
Certainly, anyone attempting any DIY repair will find it much more difficult to access the information or the tools/equipment needed to repair their vehicle, as this will be beyond the knowledge and economic reach of the ‘Sunday morning repairer’, but should DIY repairs even be allowed in the future?
This raises an interesting argument about who should be allowed to work on a vehicle as the correct repair procedures become increasingly critical. Of course, vehicle manufacturers will continue to have full access to the vehicle and it’s systems, which increasingly will be via remote (telematics) access. This may even compromise the access available to authorised repairers (main dealers), but is seen as a necessary requirement to ensure that the vehicle has been repaired correctly and that the in-vehicle software is still functioning correctly.
The counter argument is that this also provides unacceptable levels of control and monitoring of the complete independent aftermarket – so what could be a solution?
Controlling competition
No one is trying to say that safety and security are not important, but there must be a balance as independent operators will continue to need access to diagnostic, repair, service and maintenance information and continue to offer competitive services to the consumer. The European legislator must protect competition, but this may also come with appropriate controls and this may mean that tomorrow’s technicians will need to demonstrate certain levels of competence, together with an audit trail of the work which has been performed in the event of a vehicle malfunction.
Independent operators already need high levels of technical competence – necessary for the consumer and the effective operation of their own business, but in the future this may also mean a form of licensing or certification that is required by legislation. If this becomes necessary, then it has to be appropriate, reasonable and proportionate.
The alternative is that the vehicle manufacturer could become the only choice to diagnose, service and repair the vehicles of tomorrow. I am sure we all agree that it is not what we want or need, so it may be that the increasing technology of tomorrow’s vehicles is the reason that the industry should now embrace change to mirror other safety related industry sectors, such as Gas Safe or NICEIC – qualified, competent and registered. The future is changing and the aftermarket needs to change with it.
Want to know more?
Find out how Neil’s consultancy for garage owners can benefit you by visiting xenconsultancy.com.
- How to turn 60 minutes into £500k
Something I find myself wanting to say all the time: “It’s easy to find technical information, easy to diagnose that car, easy to increase the profit within your garage.” I am wrong of course. I’ve been running automotive businesses for long enough to know it’s not easy, but what I do know is it’s not complex either. In fact, it’s often simpler than you think. I might even say, straightforward.
However, if that’s the case, why is it that many of the garage owners I speak to are frustrated (not unhappy just frustrated) with their businesses? It’s an important question, and when these frustrations are given some thought solutions often appear. Here’s the great thing. The solutions we discover are common to most garages, including yours. While it may not be easy, it is straightforward. “How do I find solutions to my frustrations,” I hear you ask? All you have to do is be like the Cadbury’s bunny.
Slow down and take it easy
“Slow down, I wish!” This one of the most common responses when I ask my clients take a little time for the important tasks in their day. Between answering the phone, running the workshop and dealing with everyone’s questions how are you meant to slow down?
If you are looking for a different outcome (less stress in your workshop and an increase in profit) then you’ll need to change your actions. Not dramatic changes, just small ones on a regular basis. It’s these small changes that when taken regularly have an unprecedented effect on your garage. Let’s take a look at how slowing down and taking 60 minutes helped one of our clients recently and how you could do the same.
Problems + no time + no clarity = frustration
Like most things in life, a solution to a frustration is simpler to come by once a system is devised to deal with it, and that’s the route we took with Emma (name changed). Emma owns a great garage with her husband. They’ve been in this industry for years, love what they do, have a big team and are good at it. That doesn’t mean there aren't frustrations though.
On a call Emma recently said: “John, I’ve got a problem and it’s driving me nuts. Why is it that my technicians can’t tell me that their parts are wrong for the vehicle? It’s affecting the time taken to complete the job and affecting when the car goes back to the customer. I love our techs but this just keeps on happening. How can we fix it?
I can almost see you nodding along while reading Emma’s words. It’s a common issue in many workshops and can often dictate whether you have a good or bad day at the office. The solution though is straight forward you just need a little maths.
Time + clarity + thought = solution
We took 60 minutes of critical thinking, dedicated to defining the problem and its solution. The interesting part is that we found solutions Emma wasn’t expecting. In fact, the technician was only a small part of the problem. To ensure success though, you have to get off on the right foot. I like to start the process by defining the desired outcome. So that’s what we did and started with the end in mind.
Emma initially voiced her frustration with the technician not informing her that the parts were wrong. When dissected however, the frustration was actually a desired outcome was not being achieved. The outcomes in this instance being the car ready on time and a happy customer, alongside the efficient use of resources and the profitability of the workshop.
With those defined, let's turn our attention to brainstorming possible causes and Emma’s options for the solution.
Cause and effect
We now have our desired outcomes and a reason that they’re not happening defined as incorrect parts. Let’s take a look at all of the possible causes of the incorrect parts. It could be:
- EVs hit the headlines
Electric cars and new vehicle tech continued to capture the worldwide imagination as 2020 began. Both were the focus of attention at the CES electronics show, held in Las Vegas last month. While Sony surprise-launched its own prototype car at the show, Mercedes-Benz unveiled the Vision AVTR (Advanced Vehicle Transformation), created in conjunction with the team behind the film AVATAR.
- Par for the course: VW Golf R mystery, part one
It’s not often you get two bites of the same cherry, but in my case, it happened just one week apart. The story begins many months ago with one of our regular customers. The customer in question is a real enthusiast and a keen track day driver. His car of choice is a Volkswagen Golf R.
Having modified the car over several months, we now have a 500 BHP-plus Golf. It has KW variant 3 suspension with Eibach roll bars, a floating brake disc upgrade, and lightened shell, roll cage etc. It also employs a MBQ electronics platform. I could continue but I think you get the idea.
It’s fully fettled, but even with the best kit and care, you are bound to have something go wrong eventually. Can you guess what happened? That’s right, a problem occurred!
Lack of power delivery
During a track session the car suffered a lack of power delivery, with no abnormal symptoms, misfire, oil consumption noise or vibration.
The Initial investigation began with a serial scan with no DTS present. It is at this point a diagnostic strategy should be put in place. The phrase ‘first look’ involves the principle of gathering as much information without intrusion as possible.
Where to start and which option to take depends very much on the symptoms. In my case the initial tests were conducted in my absence.
A full load data log indicated a specified and request turbo boost pressure of 2.8 bar absolute, with an actual value of 2.3 bar indicated. These values will no doubt illustrate the level of modifications to the power train. The car still delivered a powerful drive experience although the actual power experienced was less than expected.
Well-established test process
This is a common problem and with a well-established test process. The charge pressure circuit was pressure tested without any external leaks. Because the en888 engine does not employ an EGR valve, we did not believe that the cause could be the result of internal leaks. Our first idea actually pointed towards the hybrid turbo, which we initially suspected as the prime cause of the ailment.
I was asked to call into the workshop to review the results so far. I suggested a NVH in cylinder profile be conducted. This engine employs variable camshaft timing on both cams with lift extension on the exhaust cam. With this in mind, I was especially interested to examine the valve piston relationship and the valve pocket profiles.
The results immediately confirmed significant errors to the intake and exhaust valve pockets with excessive exhaust pressure. This engine variant should have little or no pressure above 1 atmosphere, or 1,000mb. during the exhaust stroke, my test results confirmed over 1,700mb absolute. Valve pockets represent the pressure differential across the four-stroke cycle and accurately represent the mechanical efficiency of the Otto Cycle. This is often referred to as pumping losses. So, we have a restriction in the exhaust stream, turbo, catalyst or exhaust system? Removing the flange pre-catalyst enabled examination of the turbo hot side and catalyst intake.
Reduction of boost pressure
The catalyst substrate was detached and turned through 90 degrees. In this way, we discovered the symptoms. A restricted exhaust was reducing both air intake volume, therefore load calculation, and turbine volume. The result was a reduction of boost pressure.
Next, we needed to discover the cause. Excessive heat and expansion, followed by the catalyst detachment. This was interesting, not least because a recent upgrade to the fuel priming system resulted in the fitting of an upgrade in tank pump. The result of which only became known after a track session where a drop-in top-end power resulted in a DTC rail pressure negative deviation.
The pump module, a specific upgrade from a respected independent VAG tuning specialist, had been supplied with the incorrect o ring. This resulted in a slight drop in both flow and pressure together with cavitation causing a lean mixture ratio at extreme load.
So now we have the complete trio, fault, symptoms, and cause.
Happily ever after?
That is not the end of the story however, as this particular VW Golf R returned just a week later. The good news was the owner’s report of exceptional performance. However, the bad news was that with the returned power came horrific vibration.
That’s a story for another day though.
- EVs and hybrid sales up amid falling overall 2019 car market
Motorists continued to hold onto their existing cars last year, with the latest figures showing that new car sales were down 2.4% in 2019. The high degree of political and economic uncertainty is being seen as the likeliest cause.
