EPS: inventory of the available parts (database)

Stocks/prices can be looked up. Parts can be sold off the inventory, bought for the inventory.

When the dealership was first set up, 1 specialist came to install the part and service system, but had no time to help the people much. A mechanic from another store that knew the system helped the other employees.

There is no formal training (class, seminars). Everything is done using books (hardly ever used, except as reference), just trying the system or calling the hotline.

Before the system receives any major update, some people in the organization get some information (2 hours course).

Books (sysadmin book) and description of the system, for setup and troubleshooting.

Hotline

(The system currently does not give access to everything to everyone. Each people can have access to different independent ‘areas’ and can perform different operations within these areas. Moving from one area to another or to a specific area is tiresome and requires the use of the maps given in the book.

He had to develop a profile system, so that each position is associated to certain permissions, and then only some minor personal adjustments have to be performed.)

• By experience or after talking with the management staff.

EPS : 1 CD a month (regularly)

Parts update: should be monthly, too. Received at least every other month.

Prices updated every month.

Software updates: CD or cartridges.

E-mail : in-house e-mail available through Rahal’s system (terminals), e-mail to Mercedes (through MBNet). No gateway to the Internet.

MBNA link = 1 modem

No two people at a time can access it (very often, someone forgets they are connected for some time and no one else can access the MBNet.

User for Sales and Services (engine #, service #, part color, information about a new client)

Data sent to MBNA:

• Orders (8 kinds : emergency/stock/promotional/key/literature/tour/…), which correspond to different areas
• Card sales
• Part returns

Note: there is no service history sent to Mercedes. All the information Mercedes has about a car’s service history comes from the warranty repair information. (Not 100% reliable) This system has proven very useful.

Very, especially or price information, which can change at any time. If a price change without their knowing and that they sell a part at a lower price than it costs them, it is their own problem, not Mercedes-Benz’s.

Not very.

There was no IT infrastructure in the building, but some wire have been installed in the desk area, the service area (2, difficult to add more). There is nothing in the mechanics area. (=> have to use handheld PCs ?)

(-) EPS and Rahal are independent. (Sometimes, information need to be printed and typed again to move it from one system to another) They should be integrated.

(-) Rahal’s : making changes is laborious (special procedure + multiple confirmations)

(+) Fields remember last value entered (default values)

(-) DCS/MBNet : no "page down" function and no scrollbar.