There is an old saying that goes,

“There is never enough time to do the job properly, but always enough time to do it again.”

In case of having a necessity to do the job again, the customer will not be charged for that job. In accordance with some technical sources, in the event of the aforementioned situation taking place, it (the event) will be referred to as comebacks, reworks, or repeated jobs.

I stick with the term Repeated Repairs, which I believe fits DMS and Dealership terminology best. Good service managers know that repeated repairs are not only very costly and time-consuming, but also reflect the poor quality of the initial work, which can take its toll on the customer base as well as the dealership’s reputation.

To know how to prevent Repeated Repairs, we must start by figuring out a way to track such events. Indeed, this is where the DMS could help to determine when these types of situations would recur and affect customers, as well as help managers to more easily understand why this would happen.

We provide a new feature that will allow one to track and analyze repeated repairs in service orders. Firstly, we prepared a set of alerts for potential repeated repairs using service remarks and document warnings. Secondly, repeated repair events can be triggered in service orders either by users (service advisors) manually or by means of specific recurring events automatically. In order to track repeated repairs, it is crucial to use the Repeat Repairs Log. See the figure below for an illustration:

This log does not have to contain highly detailed information, because that is already recorded in the service order. However, it should give an insight into the initial cause, frequency, and an indication of the necessity to carry out repeated repairs.

Filling out Repeated Repairs logs on time is conducive to regularly evaluating the incidents that might, in turn, lead to service managers having more information that they might as well use in order to make an attempt to minimize the number of repeated repairs as well as improve the dealership’s performance.

Looking forward to your feedback and genuinely interested in your opinion on it.

Dr. Juraj Hanus, hanus@taxapa.com

Data Analytics & Automotive Applications Expert for Dealerships