Daimler Trucks North America’s (DTNA) Express Assessment has an agressive goal: To provide an assessment of a single service issue within two hours of the service write-up.
The mission of our Express Assessment dealers is to communicate the single issue diagnosis, check needed parts availability and provide an estimate of cost and repair time, all within two hours of the service write-up,” Bob Correll, general manager, Central Service, says.
The Express Assessment program represents a significant investment in time and training for a dealership, changing everything from the service write-up process to basic shop workflow, and the result is a process of assessment and repair work that operates more like a medical triage unit than a traditional truck repair shop.
Trucks found to need minor repairs are more quickly moved through the system, and repairs requiring a wait for parts or other issues no longer cause a backlog. If assessment reveals a simple repair, the Express Assessment dealer will make every effort to perform the repair immediately.
“Express Assessment is as much a mindset for our dealers as it is a process,” Correll says.
Express Assessment also helps prioritize staffing needs by allowing the dealer to assign the most qualified technician to the job.