1	Chris Franklin Key Account After Sales Manager Customer Support Group Mercedes-Benz United Kingdom Ltd
2	Basic Service
3	History The past saw Mercedes-Benz operate fixed service intervals of 4,000 miles (in the sixties) to 9,000 miles (in the nineties) In 1997 Mercedes-Benz introduced a Flexible Service System (Assyst) to all the models In 2001 we introduced an enhanced version (Assyst Plus) So, we have 10 years of experience of flexible or variable servicing!
4	Basic Servicing is about the simplest operation to perform on the modern motor vehicle Everyone knows what is to be done After all – how hard can it be?
5	Servicing isn’t sexy! Retail customers Research - drivers don’t know what is performed Everyone thinks they know, until asked! Drivers don’t think service is complex Therefore get annoyed during the booking process
6	Servicing isn’t sexy! Corporate customers Require predictability, ability to forecast Have interest in SMR Require knowledge of how the system works
7	Complex Retailers have difficulty with the necessary explanations for both Retail and Corporate Retailers have difficulty handling the issues and dealing with the complexity internally Lets take just a few moments to consider the complexity -
8	Range A Class B Class C Class E Class S Class SLK Class SL Class
9	Range Saloon Estate Coupe AND – not forgetting - All previous production back for 10 years Modifications, series production changes
10	Options and variations Auto/Manual Gearbox Transfer case - oil change (Vehicles with 4-MATIC) Tow bar Sunroof Electric Sliding/Pop Up Roof Panoramic Glass Roof with Top Sliding Roof No electric/sliding roof Air-conditioning Standard Heating Air Conditioning Climate Control
11	Options and variations If more than 30,000 miles or 2 years have elapsed since last change Replace air cleaner element (model 163, except with engine 612, 628 with maint. indicator) Replace circulating air filter (model 140) Replace activated charcoal prefilter (model 140) Replace activated charcoal filter on models 168, 203, 210, 215 and 220 with AAC
12	Options and variations If more than 48,000 miles or 4 years have elapsed since last change - Replace fuel filter (not 203, 209) Replace fuel pre filter where fitted - diesel engines (not 203, 209) Change automatic gearbox oil and filter - Vaneo only Replace air cleaner element (not eng. 113.991/992, 611, 612, 613 with maint.ind. except for model 163) Replace rear axle retaining strap Model 163 4JG163.172 as of VIN 145273, 163.172 & Model 163 WDC as of VIN 708319
13	Review
14	Any system should provide Price for customer Quick and simple Advise customer of Price, over the phone at first booking Exact Technical detail for workshop Exact to specification, Information for DMS Determine scope of work, Labour time, Parts and Fluid content Determine Parts Availability, Even though Service Parts, this must be determined
15	Fixed v Flex? Fixed Service Intervals Based on “worst case” driving scenarios, oil-change intervals are shorter than possible Easy to understand Predictable Flexible Service Systems (Active Service System) oil-change intervals can extended where driving conditions are benign. High tech solution has showroom appeal Seen to address environmental issues
16	Parameters, Factors Flexible Service System monitors - Distance Time (date) Oil quality Oil condition Oil top-ups Engine Speed Throttle position Engine off time Engine Temperature Vehicle Lateral Acceleration Engine torque static, maximum and minimum
17	What decides? Operation is considered harsh if the engine covers a low annual mileage made up of slow, short runs.
18	What decides? Operation is considered harsh if the engine covers a low annual mileage made up of slow, short runs. If the evaluation is favourable (small number of cold starts, driving mainly in the mid-RPM range) the service interval is longer than for an unfavourable evaluation.
19	What results? Research shows that few drivers really benefit from the mileage extension that is theoretically possible
20	What results?
21	Flexible system Good showroom appeal Good environmental image Outweighed by
22	Flexible system Good showroom appeal Good environmental image Outweighed by Overly complex Results not to image Customer confusion Not predictable Environmental factors can be improved
23	Solution Introduce fixed intervals Increase interval to 15,500 Restrict short distance vehicles to 1 year Retain driver distance/time remaining aid * Mercedes-Benz solved many of the issues surrounding complexity for the Retailer with the introduction of a web-based electronic service system
24	Future Many Manufacturers look to flexible service systems as a development to pursue Mercedes-Benz will stay with fixed servicing
25	Future Telematics Communicating exact technical description of the vehicle and the required work allowing customer and retailer to talk without detail Retailer able to inform customer, make correct, accurate workshop appointment Parts can be prepared (availability checked)
26	Question for the Audience What do we really want from a Service?
27	Any Questions……………. Where do we go from here? We welcome discussion and input. Chris Franklin 07831 623800