1. Ongoing Support

Scoring: Average the score of all subsections

R

1.1 Reasonable Support Pricing Policies

Users are disadvantaged once they have an investment in a program.  It’s easy for vendors to take advantage of this.

Required elements:

Vendors shall not charge full annual maintenance for products no longer being developed if the annual maintenance includes both support and updates.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent. If the required element is missing, score = 0.

R

1.2 Speed of Support Response

Software support must be provided in a timely manner.

Required elements:

System down response time must be under 1 hour.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.  If the required element is missing, score = 0.

R

1.3 Self Help Communication Tools

Software vendors must provide self help communication tools such as bulletin boards, knowledge bases, FAQ’s, enhancement request submission web form and web forums to insure support costs are minimal and answers are quickly received.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

2. Documentation

Scoring: Average the score of all subsections

R

2.1 Built In Help

The key word to the context sensitive help provided in the program is completeness.  Each article should be complete and the overall coverage to topics covered should be complete. 

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

3. Vendor Disaster Protection

Scoring: Average the score of all subsections

R

3.1 Database Access

Users have the right to their data.  Should they wish to change vendors, they are entitled to receive their data in a format that can be imported into another program.

Beyond that, anything that the vendor can do to insure the safety of data and continued viability of their program in the case of various disasters is desirable.

Required elements:

a. Vendor shall provide to users who wish to change vendors (or for any other reason) an export of database information or provide that capability to them.  The information that must be exportable shall be at least customers, vehicles and inventory information.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.  If the required element is missing, score = 0.

D

3.2 Code Escrow 

It is desirable that the software code and all necessary tools and passwords be kept in escrow at a reputable third party in case disaster should befall the software vendor. 

Should a vendor put their code in escrow they should make sure users will readily know how to access it.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent. 

4. Rate of Development

Software vendors should continue to develop their programs at a rate at least sufficient to keep up with changes in technology and the needs of shops.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

5. Advertising Claims

All advertising claims must be true and provable. 

Required elements:

All representations to industry groups, such as the ASA for the AutoInc Survey must be true and provable.

Scoring:   5 = Completely truthful, 3 = Only a few minor false statements have been made in the past 12 months,  0 = Significant false statements have been made in the past 12 months.  If the required element is not satisfied, score = 0.

6. Customer Satisfaction

Customer satisfaction of the vendor and the program.

 Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

7. Accounting

Scoring: Average the score of all subsections

R

7.1 General Ledger Integration/Interface

An integrated general ledger shall either be provided or interfaced to. 

Required elements:

Whether the program is interfaced or has its own integrated general ledger, information from the shop management software must come over reliably and fully including accounts payables.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor  2 = Basic functionality  1 = Work around only  0 =  No way to do it.  Also, if the required element is not satisfied, score = 0.  Then add one more if all the required elements are meet.

R

7.2 Accounts Receivable

Accounts receivable functionality shall be provided or interfaced to.

Required elements:

a. Able to assess late fees

b. Able to batch generate statements

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor  2 = Basic functionality  1 = Work around only  0 =  No way to do it.  Also, if the required elements are not satisfied, score = 0. Then add one more if all the required elements are meet.

R

7.3 Accounts Payable

Accounts payable functionality shall be provided or interfaced to.

Required elements:

a. Ability to account for purchases returned to vendors for credit or exchange.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

7.4 Banking

Banking functionality shall be provided or interfaced to.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

7.5 Payroll

It is desirable that Payroll functionality either be provided or interfaced to.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

7.6 Reporting

Suitable accounting reports shall be provided or available through an accounting program that it is interfaced to.

Required elements:

a. Balance sheet

b. Trail balance

c. Profit and loss statement

d. Accounts receivable aging

e. Accounts receivable balances

f. Accounts payables balances

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

8. POS (Point of Sale)

Scoring: Average the score of all subsections

R

8.1 Write Up and Service Consultation

Write up functionality shall be provided.  VIN decoding is desirable.  The ability to view due and overdue service maintenance needs on screen is desirable.

Required elements:

a. Appointment scheduling that is integrated with other parts of the system.

b. Appointments can be converted into repair orders.

c. Ability to view work previously deferred on screen

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

8.2 Pricing

Pricing functionality must meet the specific needs of the industry such as price matrixes, pricing based on markup (or margin) and list, discounting of parts, labor or the entire ticket, attaching fees when selling a part such as a tire or batter, special tiered pricing and special labor rates for specific customers, and global price changes to a group of parts.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it. 

R

8.3 Service Invoicing

Service invoicing functionality shall be provided to aid in the billing out of work completed as an invoice.

Required elements:

a. Ability to generate a document that says “Invoice” on it

b. Spell checking

c. Emailing documents including invoices and estimates.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

8.4 Cashier / Register

The ability to manage cashier functions shall be provided.

Both a virtual cash register and an interface to an electronic cash drawer are desirable. The ability to reconcile the register(s) at end of day is desirable.

Physical electronic cash register; .It is desirable that the program can open the cash register. 

Required elements:
a. Ability to record how a customer paid for work. 

b. Ability to accept split payment of invoices.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

8.5 Counter Sales

The ability to sell parts and services on a ticket without specifying a vehicle by using counter sale functionality shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

8.6 Returns and Credits

The ability to handle returns of merchandise shall be provided.  The ability to generate credit slips and credit customer balances shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

9. Ease of Use/Usability

Users should be able to interact quickly and easily with the program to accomplish their tasks.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

10. Data Integrity, Security and Performance

Scoring: Average the score of all subsections

R

10.1 Software Reliability

Required elements:

a. Users should be able to use the program daily and only on rare occasion experience a fatal crash of the program. 

b. There should not be any instances when the program causes a loss of data.

c. If the program is web based, the database shall be backed up for the users automatically at least one a day.

d. If the program data is remotely hosted, as with web based programs, the connection must not slow down or disrupt users except in rare occasions.

Scoring:   4 = Well or fully reliable - confirmed, 3 = Well or fully reliable – per vendor,  2 = Basic reliability,  0 =  Does not comply with one or more required elements.

R

10.2 Password Protected Access

Access to data shall be password protected to maintain the security of shop information.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

10.3 Audit trails      

A viewable log should be generated by the program to document important changes to data by users. 

Required elements:

a. Ability to view manual changes in inventory including who made the change in the data and when.

b. Ability to view changes in the cash register data including who made the change and when.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

10.4 Serialization

Serialization, the use of numbering documents successively, shall be provided.

Required elements:

a. All invoices, work orders and estimates shall be serialized. 

b. Invoices shall not be deleted once something has been put on it. 

c. Invoices can be voided if all items are removed and manager authorization (password protected) is obtained.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

10.5 Database Capacity

The program shall only use databases that have the capacity to hold all the data expected for the intended users of the program without any loss of data or performance issues.

Scoring:  5 = Complies,  0 = Does not comply.

R

10.6 Information Privacy

Vendors shall not access a shop data without the expressed authorization from the shop’s management.  Vendors shall not allow any one else to access the shops information.  Vendors shall not compile information from their user’s databases for any reason with the expressed authorization from each shop’s management.

Scoring:  5 = Complies,  0 = Does not comply.

11. Quality Management (while the subcategories are not currently required, they will be in a future version of the standards.)

Scoring: Average the score of all subsections

D

11.1 CSI

The ability to retrieve and tabulate customer satisfaction data such as through a customer portal or interfacing with third party service providers is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

11.2 Comebacks

The ability to track data on comebacks is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

11.3 Reporting

Suitable quality management reports are desirable. 

Desirable reports would included:

a. Report showing trends and other statistics on repeat business
b. Report showing  trends and other statistics on returns of money and discounts given due to unsatisfactory repairs or services
c. Report showing trends and other statistics on comebacks by tech, service advisor

d. Report showing trends and other statistics on new customers referred by current customers

e. Report showing trends and other statistics on the number of customers served in last 2 years (and other time frames).

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

12. Productivity and Efficiency Management

Scoring: Average the score of all subsections

D

12.1 Integration with Other Shop Equipment

The SMS should communicate customer and vehicle information and any other useful information that popular shop equipment is capable of receiving and transmitting.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

12.2 Web Access for Customers

The ability for customers of the users to be able to schedule work on their vehicles and look at their past invoices off the internet is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

12.3 Software Shortcuts

The program should make use of shortcuts, hot keys, rapid access menus, smart tags, hyperlinks, navigation panes, auto fills, canned text, templates and other methods to speed up tasks and to make usage easier.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

12.4 Quick Estimating

Special functionality to facilitate quick quoting of common items shall be provided.

Required elements:

a. Special functionality that facilitates quickly quoting any service on the shops price list, such as canned jobs.

b. Special functionality that facilitates quickly quoting tires with balancing, stems, taxes, disposal, etc.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

12.5 Labor guides and Parts Catalogs

The ability to interface or integrate popular labor guides and parts catalogs so they work seamlessly within the shop management software shall be provided.

Required elements:

a. The program shall interface or integrate to at least one labor guide so it works seamlessly within shop management software.

b. The program shall interface or integrate to at least one parts catalog so it works seamlessly within shop management software.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

12.6 Time Clock

Time clock functionality that records and reports both actual time at the shop and actual time on each job, for each employee, and the shop as a whole, is desirable.  Furthermore, the ability of the time clock to record, but ignore crediting time at the shop that is not authorized is desirable.  In a future version of the standards, this subcategory will be required.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

12.7 Electronic Parts Ordering

The ability to seamlessly electronically order parts and check on price and availability shall be provided.

Required elements:

a. The program shall interface or integrate seamlessly with at least two electronic parts ordering options each of which gives the user the ability to electronically order parts and check on price and availability.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

12.8 Reporting

Suitable productivity and efficiency reports shall be provided. 

Required elements:

a. Report showing hours billed out, or credited to, each technician during the user defined date range.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

13. Profitability and Financial Management

Scoring: Average the score of all subsections

R

13.1 Job Costing

The ability to do job costing shall be provided.

Required elements:

a. Ability to view, on screen, the profitability (usually expressed in terms of margins) on estimates and work orders, on a job by job basis.

b. Ability of the program to alert users of low profitability, on estimates and work orders, on a job by job basis.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

13.2 Multiple Profit Centers

The ability to departmentalize transactions into multiple profit centers shall be provided

Required elements:

a.  Ability to assign a profit center to a specific job

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

13.3 Categorizing Work within a Profit Center

The ability to classify the type of work done into categories, for example: A/C work, Brake work, etc, shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

13.4 Budgeting

Budget creation and management functionality is desirable.  In a future version of the standards, this subcategory will be required.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

13.5 Reporting

Suitable profitability and financial management reporting shall be provided.

Required elements:

a. Report showing sales and profitability by sales advisor.

b. Report showing sales and profitability by technician.

c. Report showing sales and profitability by profit center.

d. Report showing sales and profitability by work categories within a profit center.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

14. Marketing tools

Scoring: Average the score of all subsections

D

14.1 System Output Projects Favorable Shop Image

All output that a user’s customers might see shall be of the quality of design required to tend to project a favorable image of the shop.  It is desirable to be able to include the shop’s logo in the output.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

14.2 Reminder Notices

The ability to generate reminder notices shall be provided.  Appointment reminders functionality specifically is not required, but is desirable.

Required elements:

a. Service due reminder notices that can be printed with a common laser printer, can be emailed and can be transmitted to at least some of the third party vendors, and can be printed on the invoice.

b. Deferred work (recommend work) reminder notices that can be printed with a common laser printer, can be emailed and can be transmitted to at least some of the third party vendors, and can be printed on the invoice.

c. Ability to send reminder notices, at least service due reminder notices and deferred work reminder notices, according to the user’s customer’s preference (such as email, mail or phone).

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

14.3 Customer Referrals and Loyalty

The ability to manage a complete customer referral and customer loyalty program is desirable.  One of the functions such a program would provide is the ability to generate thank you notes to customers who refer others.  Another function might be to identify and recognize customers that come in so many times within so many months and spend at least so many dollars.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

14.4 Customers Letters

The ability to generate customer letters shall be provided.

Required elements:

a. Ability to generates mailing labels
b. Ability to generate form or template letters and email to selected customers based on make, model, zip code or type of customer

c. Ability to generate a new customer thank you note

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

14.5 Reporting

Suitable marketing reports shall be provided.

Required elements:

a. Report of sales and profit by advertising source that initially lead customers to the shop.

b. Report of sales and profit by referring customer in the case of customer referrals.

c. Report of vehicles that have services due sorted by customer and vehicle

d. Report listing follow up calls that need to be made to customers who recently picked up their vehicle after work is done to make sure everything is ok.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

15. Vehicle management tools to help properly maintain customers vehicles

Scoring: Average the score of all subsections

D

15.1 OEM service interval look up

The ability to seamlessly retrieve vehicle specific maintenance schedules when importing labor guides is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

15.2 Maintenance Needs Tracking

Maintenance needs tracking functionality shall be provided.

Required elements:

a. Ability to track when preventative maintenance items should be done by months, miles or whichever comes first.

b. Ability to track work that is recommended, but deferred.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

15.3 Customer History

The ability to view, on screen, the complete customer history of work done to each vehicle indefinitely shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

16. Sales Maximization and Sales Management Tools

Scoring: Average the score of all subsections

D

16.1 Prompts Sales Opportunities during Write Up

The ability of the program to prompt the service advisor of sales opportunities during write up (such as preventative maintenance service that are due and services that were recommended that the customer chose to defer) is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

16.2 Standardizes Sales Processes

The ability to guides service advisors through a write up process that maximizes sales opportunities is desirable.  An example: A configurable script that is built in the program that comes up during the write up process.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

16.3 Reports

Sales maximization and sales management reports are desirable. 

Example reports:  

a. Report showing sales on labor and sales on parts by service advisor or tech.

b. Report that shows average ticket per service advisor.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

17. Flexibility to Accommodate the Specific Needs of Each Shop

Scoring: Average the score of all subsections

R

17.1 Assignable Fields

The ability to assign (or re-label) extra fields, in at least the customer and vehicle data sections, to accommodate special needs of each shop shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

17.2 Customized Configurations

The ability to customize configurations to change the program behavior for specific needs of each shop shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

17.3 Customizable Documents

The ability to customize the look of the program output for the specific needs of each shop shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

17.4 Special Situations Functionality

Special situation functionality such as for kitting, used vehicle sales and tire quoting (whether or not offered as additional modules) is desirable.  

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

17.5 Interconnectivity

The ability to connect to various other software and web services offered by other vendors to extend the capabilities of the system, to the extent that users have real choices about who they use for different things is desirable. 

An example is the program integrating with third party CRM firms for shops that don't want to do their own follow up mailings.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

17.6 Capacity to Accommodate Shop Growth

The ability to accommodate shop growth shall be provided. 

Multi-location capabilities are desirable.

Required elements:

a. If a low end database engine is used for small shops, the vendor must offer a migration path to higher end database for those shops that grow to be large single location, high transaction shops.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

17.7 Custom Reporting

Flexibility in reporting shall be provided.

Required elements:

a. Ability to custom query the database and create unique reports

b. Ability to select date ranges for reports

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

18. Workflow / Dispatching Management

Scoring: Average the score of all subsections

R

18.1 Work Flow Status

Work flow status functionality shall be provided.

Required elements:

a. The ability to see the status of jobs and their promised times on the screen.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

18.2 Shop Loading

The ability to manage shop loading is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

18.3 Dispatching

The ability to track vehicles through all stages of repair from estimate, work order, invoicing and history, and determine which technician to assign the next vehicle to is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

19. Empowerment of Good Business Practices

Scoring: Average the score of all subsections

R

19.1 Customer Authorizations

The ability to document customer authorizations and print them on the invoice shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

19.2 Disclaimers

The ability to print disclaimers on all relevant documents is required.

Required elements:

a. Disclaimer and Work authorization , customized by user’s own wording, that prints on the work order.

b. Disclaimer, customized by user’s own wording, that prints on the estimate.

c. Disclaimer, customized by user’s own wording, that prints on the invoice.

d. Disclaimer, customized by user’s own wording, that prints on the counter sale invoice, if there is one.

e. Disclaimer, customized by user’s own wording, that prints on the accounts receivable statement.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

19.3 Electronic Document Management

Electronic document management functionality is desirable.  An example: Ability to attach digital files such as digital photos to customer, vehicle, estimates and invoices.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

19.4 Business planning tools

Business planning functionality is desirable.  An example: built in ROI calculator.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

D

19.5 Human Resources Management

Human resource management functional to help record and manage human resource tasks and information is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

19.6 Documents Important Incidents and Information

The ability to document (make notes on) important incidents and information in the customer, vehicle and vendor areas of the program shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

20. Inventory Management

Scoring: Average the score of all subsections

R

20.1 Purchasing

Purchasing functionality shall be provided.  Dedicated fields for information needed when purchasing parts such as ABS, P/S, A/C, Air Pump, FI, FWD and tire size is desirable.  In a future version of the standards, this subcategory will be required.

Required elements:

a. Ability to track who you bought a part from, when and for how much.

b. Ability to generate a purchasing order automatically from restocking needs calculated by the program and adjusted by the user.

c. Ability to track purchases return to vendors for credit or exchange.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

R

20.2 Core tracking

The ability to tracks cores and core returns shall be provided.

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

20.3 Consignment handling

Consignment handling functionality is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

20.4 Physical Inventory Taking

Special functionality to assist in the taking of physical inventory and the adjusting of on hand quantities shall be provided. 

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

20.5 Inventory Forecasting

The ability to calculate ideal stocking levels based, at least in part, on forecasted future sales is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

R

20.6 Inventory Stocking and Reordering

Inventory stocking functionality to track on hand quantities, and stock that needs to be reordered, shall be provided.

Required elements:

a.  Ability to view on hand quantities

b. Ability to calculate when and how much to reorder, based for example on min/max levels. 

Scoring:   4 = Well or fully developed and confirmed, 3 = Well or fully developed – per vendor,  2 = Basic functionality,  1 = Work around only,   0 =  No way to do it.  Then add one more if all the required elements are meet.

D

20.7 Bar Coding

Bar coding functionality for large shops where it may reduce the errors made by manual data entry is desirable.

Scoring:  5 = Exceptional,  4 = Above industry average,  3 =  Average  2 = Below industry average   1 = Non-existent.

Grand Total

Scoring: Add all section scores together.