BEST PRACTICE SERIES

CSA & Services Marketing

Service Processes & Repair Facilities, Tools
Personnel
Measures/Mgmt Systems Procedures & Equipment

CSA & Condition

Services Contamination Customer
Monitoring
Marketing Control Satisfaction
Operations

Standard Jobs – How to Use

1.0 Introduction & Executive Summary ...................2
2.0 Best Practice Description ..................................3
3.0 Implementation Steps........................................4
4.0 Benefits/Measures.............................................6
5.0 Resources Required..........................................7
6.0 Supporting Attachments ....................................7
7.0 Related Best Practices ......................................7
8.0 Acknowledgements ...........................................7

Marketing & Product Support Center of Excellence Rev. 20090203

501 SW Jefferson Avenue, Peoria, IL 61630 U.S.A. dealerbestpractices.cat.com
1.0 Introduction & Executive Summary
CSA & Condition Monitoring Operations – Standard Jobs – How to Use

Description:

A Standard Job is defined as a model-specific service event that is identified by a Base Serial Number
and SMCS codes It contains the target for labor hours and the parts needed to complete the service.
The implementation of this best practice will impact the ability for a Dealership to improve their Standard
Jobs processes. Implementing robust processes utilizing standard jobs can increase dealer efficiency,
dealer understanding and management of repair cost variances, and lay the foundation for growing CSA
sales.

Scope:

IIASA very rarely used standard jobs in the past. Customers would wait 5 days in order to receive a
quote for needed repairs. Since the need to be responsive to customers is so critical, IIASA knew they
needed to focus on use of standard jobs to provide faster quotes to the Customers.

Background:

Standard Jobs is a key part of the CSA Operational Review process conducted by LACD to determine
how well dealers are prepared to develop and deliver Customer Support Agreements to the marketplace.
Based on the outcome of the Operational Review, IIASA launched a 6 Sigma project focused on
improving their use of Standard Jobs and improving the customer experience by quoting faster.

Impacts:
The main benefit of standard jobs is efficiency. Consistent usage of job/component code,
standard labor time, and parts lists reduces the time to open a work order and provides the
technician with a realistic target for job completion. Another benefit of utilizing Standard Jobs is
repair cost control. Analysis of cost variance provides instant feedback on performance, at the
time of work order close; opportunity to take corrective action and ability to identify jobs or
technicians that have consistently high variance. Therefore, the dealer will be able to quote for
PMs, repairs and CSAs can be prepared more quickly and accurately. This provides more time
to sell more CSAs, repairs, and increase DCAL (parts sold through service).

Actions and Resources Required:

In order to be successful in implementing Standard Jobs, IIASA put in place a dedicated person
responsible for creating, and maintaining Standard Jobs by using Builder. This person also trained all
administrative personnel to use Standard Jobs. This process also included an utilization report to upper
management to ensure the use of Standard Jobs. Builder is their Standard Jobs creation tool. A Pugh
matrix was used to decide which CSA operation process to focus on.

dealerbestpractices.cat.com
CSA & Condition Monitoring Operations –
Standard Jobs – How to Use BEST PRACTICE SERIES

2.0 Best Practice Description

THE INFORMATION HEREIN IS THE PROPERTY OF CATERPILLAR, INC. AND/OR ITS SUBSIDIARIES. WITHOUT WRITTEN
PERMISSION, ANY COPYING, TRANSMITTAL TO OTHERS, AND ANY USE EXCEPT THAT FOR WHICH IT IS INTENDED, IS PROHIBITED.

DATE CHG
Standard Jobs –Standard Jobs, How to Use Page #
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Author: Daniel Runha 12-2008 3 of 7
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CSA & Condition Monitoring Operations –
Standard Jobs – How to Use BEST PRACTICE SERIES

3.0 Implementation Steps

Define Phase: IIASA chose to focus on Standard Jobs because it would impact the key criteria
most important to them. This chart shows the analysis of this conclusion.

Measure and Analyze:

IIASA created Standard Jobs for the highest population models and their CSA target models.
(See attachment highest population models and CSA target models)

Improve: This snap shot from DBS demonstrates the implementation of Standard Jobs.

THE INFORMATION HEREIN IS THE PROPERTY OF CATERPILLAR, INC. AND/OR ITS SUBSIDIARIES. WITHOUT WRITTEN
PERMISSION, ANY COPYING, TRANSMITTAL TO OTHERS, AND ANY USE EXCEPT THAT FOR WHICH IT IS INTENDED, IS PROHIBITED.

DATE CHG
Standard Jobs –Standard Jobs, How to Use Page #
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Author: Daniel Runha 12-2008 4 of 7
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CSA & Condition Monitoring Operations –
Standard Jobs – How to Use BEST PRACTICE SERIES

Improvement:

The bullets bellow were some of the recommendations implemented at IIASA:

• Trained all administrative personnel to use standard jobs

• One dedicated person to create and maintain standard jobs

• Monthly utilization report sent to upper management at IIASA and LACD

Control Phase:

Standard Jobs utilization bench mark for LACD is 35% and IIASA is the current leader for this
metric.
Standard Job Utlization %

53%
52%
52%
51%
50%
50%
49%
48%
48%
47%
46%
Jul-08 Aug-08 Sep-08

There a few tools used during this process;

THE INFORMATION HEREIN IS THE PROPERTY OF CATERPILLAR, INC. AND/OR ITS SUBSIDIARIES. WITHOUT WRITTEN
PERMISSION, ANY COPYING, TRANSMITTAL TO OTHERS, AND ANY USE EXCEPT THAT FOR WHICH IT IS INTENDED, IS PROHIBITED.

DATE CHG
Standard Jobs –Standard Jobs, How to Use Page #
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Author: Daniel Runha 12-2008 5 of 7
01
CSA & Condition Monitoring Operations –
Standard Jobs – How to Use BEST PRACTICE SERIES

• Analysis Chart – It was used to decide which CSA process to focus on. (Chart found under
Step 3 Define Phase)
• Builder – It was used to create Standard Jobs.
• CSA Operational Assessment tool – It was used to analyze their current Standard Jobs
process.

4.0 Benefits/Measures

How and where does this parts operations area have a substantial impact?

• Service Department – They will be able to do more repair jobs because their technicians
will know how long will take to perform a particular job and which parts to use; therefore,
they will be more efficient.
• Faster Quoting – This process provides established standards when segmenting work
orders and is faster to provide the customers quotes for common jobs.
• Better Forecasting Parts for CSA and common jobs – Dealer will know what parts are
needed for those particular jobs.
• Customer Satisfaction – Customers will receive quotes faster compared to what they
would normally get if Dealer did not have Standard Jobs, and the invoices matched
quotes.

THE INFORMATION HEREIN IS THE PROPERTY OF CATERPILLAR, INC. AND/OR ITS SUBSIDIARIES. WITHOUT WRITTEN
PERMISSION, ANY COPYING, TRANSMITTAL TO OTHERS, AND ANY USE EXCEPT THAT FOR WHICH IT IS INTENDED, IS PROHIBITED.

DATE CHG
Standard Jobs –Standard Jobs, How to Use Page #
NO
Author: Daniel Runha 12-2008 6 of 7
01
CSA & Condition Monitoring Operations –
Standard Jobs – How to Use BEST PRACTICE SERIES

5.0 Resources Required

• Top Management involvement .(Initiative & endorsement)
• Dedicated person to create, and maintain standard jobs – Standard Jobs Coordinator
• The use of Builder as one safe source.
• CSA Operational Assessment Tool.
• Pugh Matrix

6.0 Supporting Attachments

Attached to this document:

ƒ IIASA Highest population modules.pdf

ƒ Standard Jobs How to Build.pdf
ƒ CSA How to Quote.pdf
ƒ CSA How to Escalate.pdf
ƒ CSA How to Maintain.pdf
ƒ CSA How to Use.pdf
ƒ CSA What to Build.pdf

7.0 Related Best Practices

Related best practice will be determined at a future date. Please visit the Dealer Best Practice
website for more information.

8.0 Acknowledgements

We would like to acknowledge the contributions of the following dealer in the creation of this Service
Operations Best Practice:

I.I.A.S.A. Caterpillar
Service Department
Phone: 593-4-2-237-000 ext 258

QUESTIONS: For questions or implementation assistance, please contact your Caterpillar Product
Support Operations representative or consultant.

FEEDBACK: For comments about this best practice, click the following link and fill out the feedback
form. The feedback form can also be accessed from the Service page of the Dealer Best Practices
website. Feedback Form

THE INFORMATION HEREIN IS THE PROPERTY OF CATERPILLAR, INC. AND/OR ITS SUBSIDIARIES. WITHOUT WRITTEN
PERMISSION, ANY COPYING, TRANSMITTAL TO OTHERS, AND ANY USE EXCEPT THAT FOR WHICH IT IS INTENDED, IS PROHIBITED.

DATE CHG
Standard Jobs –Standard Jobs, How to Use Page #
NO
Author: Daniel Runha 12-2008 7 of 7
01