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Automotive Repair Shop Management Software Standards
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Automotive Shop Management Software Standards

 

Version 0.01

Submitted for review

 

By

Kenneth W. Brotman, founder

www.automotiveservice.org

All rights reserved.

 

 

Purpose of Standards:

 

  • Define vision of important functionality
  • Help shops in the selection of software
  • Promote important values

 

Purpose of software

The following purposes of shop management software have been identified:

  • Improved efficiency
  • Management tools
  • Vehicle management tools to help properly maintain customers vehicles
  • Recognize and maximize sales opportunities
  • Financial management
  • Maintain security of shop information
  • Quality management tools
  • Reduces errors caused by manual entry
  • Saves time
  • Improves shop image
  • Capacity to accommodate growth of shop
  • Flexibility to accommodate specific needs of each shop
  • Empower good business practices
  • Stay more organized

 

Qualities expressed inherently in the standards

There was no need for categories and subcategories for some important qualities because they are expressed inherently in the standards. These include:

  • Saves a lot of time
  • Stay more organized
  • Improved efficiency
  • Systemization
  • Completeness of solution/program
  • Reduces errors caused by manual entry

 

Certified Compliance

A vendor can receive formal certification that a product is in compliance with the standards from the founder (or succeeding authority when one is appointed).

 

To receive Certified Compliance:

All required elements must be present in at least basic or average expression and confirmed so by the founder (or succeeding authority when one is appointed). A required element can not be satisfied with a work around.

 

 

Industry Liaisons

Each software vendor, each leading industry group and association and other industry voices may assign one or more liaisons to communicate to the standards founder (or succeeding authority when one is appointed). Such liaisons shall be able to receive notices from the standards founder (or succeeding authority when one is appointed) about proposed or upcoming changes to the standards and other key information, and shall be able to offer input or raise concerns.

 

Standards Design Considerations

The standards were intentionally designed to be used, among other things, to evaluate a given program against the standard or to rate programs or compare programs against each other.

 

The standard covers the manufacturer, distributors and the software program itself. The standards are not meant to be a detailed listing of all features. The standards are not meant to dictate how vendor express features. The standard is intended to allow the detailed expression of the software to still rest on the vendor.

 

A Reports subcategory is only used when the reports of a category can not logically fit in the other subcategories.

 

Standards Organization

The standards cover both the vendor and the program. There are 20 categories of equal weight. Many of the categories have subcategories. The first six categories cover the vendor and the last 14 categories cover the program.

 

Required vs. Desirable

All categories are required.

Subcategories are either required (R) or desirable (D). Specific items in a subcategory can also be required or desirable.

 

The required elements are not intended to define a comprehensive expression of that subcategory. The required elements simply state minimal, absolutely essential elements. To score well in a subcategory, the vendor should do much more in their expression of the subcategory.

 

Notice of changes:

Where a change from Desirable to Required is planned, the current standards shall clearly state so.

 

Scoring System:

A scoring system has been designed right into standards to aid in the real world use of the standards. An online form to assist in calculating scores is planned.

 

A total of 100 points is possible. Each category is worth up to five points. There are 20 categories.

 

Subsections can each receive up to five points. All items in a specific subsection are considered together and so scored.

All subsections are then averaged together to determine the score of the section. Not all sections have subsections. If a required element is missing, that subsection is scored as zero.

 

 

Determining Points

In each section and subsection you will find a scoring legend. Two different methods are used generally, although sometimes a method tailored to that section or subsection is used.

 

Two general scoring methods:

1. Required: 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.

 

2. Desirable: 5 = Exceptional, 4 = Above industry average, 3 = Average 2 = Below industry average 1 = Non-existent, relative to what other vendors provide.

 

Approximately 30% of the score (the first six categories) relates to evaluation of the vendor itself, with the remaining 70% relating to the program specifically.

 

Having all the required elements is worth 20% of the entire score. Also, you cant be certified as complying with the standards unless you satisfy all of the required elements.

 

If one or more desirable items is missing or just a work around, then the best that subdivision could be scored is 2 = basic functionality, although one point can still be added to the subcategory score if all required elements are present with at least basic functionality.

 

Relative scoring:

Vendor and product are compared to other vendors and products to determine the score. Vendors can actually lower their competitors scores by raising the bar.

 

 

Vendor Categories

 

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. Its 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, FAQs, 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.

 

 

Program Categories

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. Then add one more if all the required elements are meet.

 

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 shops management. Vendors shall not allow any one else to access the shops information. Vendors shall not compile information from their users databases for any reason with the expressed authorization from each shops 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, th