For express lanes to run properly, techs have to perform each task at the required time exactly the same way on every vehicle, every time.
But because of turnover and other factors, it is one of the most difficult aspects of running an express lane. For help, some dealers turn to consulting firms for training, and many automakers such as Toyota offer additional instructional aids to their franchisees.
Toyota's approach to achieving consistency in the express lane takes a page from the company's manufacturing playbook, says Sharon Whitson, Toyota's North American service operations manager for guest experience and retention.
"With our express program, we use standardized work like we do in manufacturing," Whitson told Fixed Ops Journal. "What that does is ensures the technician process is efficient for every vehicle that comes in for every service. Standardized work along with a two-person team makes sure that [express service] is always efficient."