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MOTORINDIA
l
July 2012
current decade.
As with any sector, this business
also has its own challenges and nu-
ances. Workshops built in tier-2 and
tier-3 cities, at an investment of Rs.
10 lakhs each, with basic equipment,
break even in four to five months.
At the same time, you have a host
of workshops in metro cities that
are located at prime junctions, with
heavy investments made in modern
machinery and struggling to make
profit even after two-three years of
operation. Why is it so? This anom-
aly has several questions within it.
It makes me stop and wonder that
probably there is still a lot of ground
that needs to be covered in terms
of market expectations and service
centres delivery. There are problems
which are peculiar to this industry.
From my experience, I could jot
down the following few:
• The customer has to be delivered
what is being promised. If he has
come for service he should not be al-
lowed to leave with the feeling that
his car has been given a good wash.
• Procuring costly equipment will
not serve any purpose until service
advisors know where and how it has
to be used. Productivity can be
enhanced only if the po-
tential of the employees
and also the equipment is
tapped to the fullest ex-
tent. Besides, substantial
thrust has to be put on
training.
• Original diagnostic
tools and repair equip-
ment should be available
at affordable prices. The
workshops should have
access to quality informa-
tion on how to use them effectively.
Particularly garage technicians need
to become adept at electronics tools
usage.
• Well, the above point will not
only require investments in terms
of manufacturing them in India but
also certain legislative or policy
changes that makes this manufactur-
ing market lucrative. Not only will
it bring in better service but would
also generate larger revenue and
skilled/semi-skilled jobs for States.
• Repair needs to be carried out
only when it is necessary. Customer
has every right to manage with the
same parts being repaired till the
time it does not raise a safety threat
or environment concern. More im-
portantly, he should have visibility
on what he is being charged for.
• Though some time it is required
for right reasons, replacements also
being carried too far and is inviting
suspicion. There is a distrust devel-
oping; and regulator is taking note
and it is not long far that there will
be restrictions.
• Garages should only do neces-
sary repairs. They should not use
safety and reliability as veils to
push parts and carry out costly labor
charges.
• Vehicle manufacturers have to
come forward in terms of making
electronic catalogues & manuals ac-
cessible to all. Keeping these privy
and leveraging the lack of informa-
tion availability in ensuring custom-
er loyalty is detrimental to the free
market philosophy.
With Indian vehicle population
growing and aspirations of millions
of people driving this growth the
service workshop market is all set
for an explosive growth. There is
scope for everyone to benefit from
it, be it customers, labourers, work-
ers, executives, government (excise
from manufacturing), SMEs, ex-
porters/traders and OEMs.
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focus on garage equipment