ERVICE
STEP-BY-STEP ANALYTICS First Student managers looked at a typical service procedure at
one of their facilities. Using video, they recorded one of their techni- cians performing a service from beginning to end. Afterward, they worked together to break down each step. Tey found that placing service tools close at hand on mobile carts,
along with filters, and having quick access to oil dispensers drastically reduced the amount of walking time by the service tech. Having everything required to carry out the service close by and not wasting time searching for tools reduced walking time by 2,200 steps. “Innovation begins by looking at your shop from the outside
inward. We all have to understand the work environment required to complete the tasks and set the expectations, not only for the tasks but also for the work area. It is important to create an environ- ment of expectations, goals and measurements, while providing guidance and leadership. Te end result will be a more productive, safe and cost-efficient operation,” said Bob Rutkoski, First Stu- dent’s area general manager. Other procedures were
streamlined as well to reduce time. For example, load testing batteries used to involve un- hooking the battery connections and load testing them one at a time. Now service techs load test the battery pack together,
saving 10 to 15 minutes on each service. First Student techs also check for engine codes as part of their
service routine since some inactive codes do not always show up on the dash display. Te analytic tools are on a cart and close by during each service. Monitoring fault codes prevents problems from hap- pening on the road, thereby increasing production time in the shop.
INCREASING COMMUNICATION, INCENTIVES First Student maintenance managers have weekly Webex meet-
ings online, which give them the opportunity to brainstorm, stay informed about their operations and keep up with changes in the industry. Each maintenance facility also has its own website that’s available to employees so they can interact and share ideas. It is also a place to ask technical questions and help others. Te company also reorganized
the service bays by stripping them down to four walls, re- moving clutter and redesigning the layout. Tey also upgraded shop lighting, which improved both visibility and efficiency. To save time, all tools and parts were placed in a designated area so everything would remain accessible. First Student offers a Wrench
Award that each maintenance facility is eligible for that is on three levels: Gold, Silver and
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