Basic HTML Version
MOTORINDIA
l
July 2012
97
on service quality and are willing to
notice it and pay a premium for the
same.
While on the customer attitude
front substantial shifts are taking
place, the booming automotive sec-
tor also gave rise to a burgeoning
network of service centres. While
the good old Premier Padminis
and bulky Ambassadors were of-
ten found at roadside mechanic
joints, a modern automobile, being
a far more sophisticated machine,
needs an equally sophisticated set of
equipment to service. And the cus-
tomers want their cars to be serviced
in good workshops.
The location of the service cen-
tres, the cleanliness of the work-
shop, the professionalism and attire
of the workmen, timeliness of the
service and the equipment that are
being used to diagnose or repair the
vehicles have all become a must
for workshops. All this is indicated
in the penetration of auto service
equipment which has reached a de-
cent level though far below the in-
ternational level.
Garages have started coming
up in main streets. They have a
wider frontage, present a bold and
good look, and are airy and epoxy-
floored. With a reception area they
provide water when someone comes
in, sport a TV that beams channel
programs, whether there is a person
in the lounge or not, and are a “serv-
ice advisor” who is well dressed and
technically competent.
Today, even independent repair
shopowners are ready to invest in
modern machinery and diagnostic
tools. This behavioural change is
not only to achieve parity with other
workshops but their belief that it
pays to invest in these. Right from
the wheel aligner, balancer, body
repair system, MIG welder, dent
puller, special tools to paint booths,
you will find them all. They talk
about productivity matrix, bay turn,
multi-skilled workers, customer sat-
isfaction and all such words which
once used to be the copyright for
dealership workshops. And if all is
so good, then this must be the best
business plan to invest in for any en-
trepreneur and make money.
Parts used to be a bug bear. Cus-
tomers were led to believe that they
would get good and genuine parts
only with authorised workshops.
It is no longer true. As the markets
disperse, so also parts distribution.
Today’s article on Competition
Commission of India’s report says
that the parts of majority of the car
makes are available freely. Car man-
ufacturers know that they cannot re-
main silent and without catering to
the ever-growing aftermarket. For
them, the choice is to supply to it or
forget that market in the long run.
Mature makers have realised the
inevitable and are supplying parts
to all markets. The restrictions are
limited to a very few manufacturers
who do not command much market
share individually.
Reflecting such shifts, the Auto-
mobile Component Manufacturers’
Association (ACMA) is taking the
lead and organising a trade expo in
Delhi for aftermarket needs. This is
the first time ACMA is taking a lead
different from the Society of Indian
Automobile Manufacturers (SIAM).
We can see a subtle power balance
getting restored.
Aftermarket and independent af-
termarket service will all become
a major force to reckon with in the
focus on garage equipment