Diagnostics Terms Explained
DOIP, Cloud Diagnostics, Remote Updating, Connected Car, Cyber Security & Big Data: What does it all mean? Where is it going? How will it impact your business? This blog explains all of these automotive diagnostic terms. Diagnostics Over Internet Protocol Let’s start off with DOIP or Diagnostics Over Internet Protocol. It is a way of saying that a vehicle is not just fitted with a CAN network but that the vehicle is fitted with the capability of transferring a lot more data in a shorter space of time using an ethernet network. DOIP supports data transfer rates up to 100mbps (only 500kbps in CAN). So, how does this translate to your daily workshop life in carrying out vehicle diagnostics? Unfortunately, DOIP has proven to be very difficult to reverse engineer for use on aftermarket tools. This, alongside the introduction of security gateways, is one of the many reasons why aftermarket diagnostic tools fail to keep up with vehicles built after 2018. Some people seem to think this is a conspiracy by vehicle manufacturers to block the independent aftermarket from using and developing aftermarket tools and, therefore, blocking them from repairing vehicles outside the dealer network. On a daily basis, I still deal with vehicle manufacturer software development teams, and I also speak to engineering teams trying to reverse engineer this software for use in aftermarket tools, so I feel I have a pretty good understanding of what’s going on from both sides. One of the reasons for introducing systems like DOIP is that the demand for data has dramatically increased, and the average vehicle infotainment unit now has a demand for gigabytes of data which would take hours to update over a traditional CAN system. DOIP speeds up all diagnostics processes by a factor of 200, and with it, vehicles can use cloud computing and data. Cloud Computing Cloud computing powers the world, from streaming services such as Netflix to the translator on your mobile phone; this is all carried out via cloud servers. You may have heard of IoT or Internet of Things applications that connect all devices in a house which is becoming a reality for most households. Most people probably don’t realise that their mobile phone is, in fact, not smart enough to carry out voice recognition or translation it is actually doing it via a cloud-based computing system like Siri, Alexa and their smart TV. Vehicle manufacturers are gradually moving towards cloud-based solutions as it also offers a completely un-hackable solution and is pretty much impossible to reverse engineer, as the actual processes that are carried out are cloud-based and not undertaken on the user’s PC. This also means that the manufacturers can update the system or rectify faults instantly, which would previously have taken a roll-out across all their networks in all the diagnostic devices. They can add new chassis numbers daily and have free rein to do what they want instantly inside their cloud platform. Remote Updates If you own a late-model Jaguar Land Rover, BMW, Mercedes or even a Tesla, you will already know that updates are now pushed to the vehicle via the infotainment system – called Connected Vehicle – meaning the vehicle is always connected to the internet via an embedded chipset or SIM card. This also means the end user has some interesting phone apps to remotely control their vehicle’s heating, security, and other features; (I have lots of fun with the Tesla app making the car make farting noises when my wife is driving!). But from the independent aftermarket’s point of view, the most important question we should be asking is about the new R155/R156 or vehicle cyber security legislation that sets out to guarantee the cyber security of vehicles throughout the lifetime of the vehicle. This legislation means that the manufacturers can continue to update the vehicle’s security systems for the vehicle’s life beyond the agreed warranty period. This leads to some interesting questions about the future of the independent aftermarket’s access to these ‘security-based’ systems. This is a highly political subject, and I must defer to the superior knowledge of my learned colleague Mr Neil Pattemore whose role in the IAAF and other organisations puts him in the best position to enlighten us on the subject. Big Data Big data is what it says it is – lots and lots of data accumulated over time, filtered down by an AI or an algorithm to answer almost any question. Over the time data is collected, many instances of the same event are therefore recorded. For example, in the automotive world, the symptoms leading to a component failure on a vehicle are seen several times, which enables a prediction to be made. Big data uses AI and algorithms to contemplate these situations and come up with an answer; in some instances, this answer isn’t necessarily right or wrong, but this leads to a guided series of functions to check whether it’s right or wrong. The artificial intelligence function puts the right or wrong answers together and adds them to the big data making the answers better in the future. BTW If you’re not happy with that explanation, please have a look at Wikipedia because it’s a highly complex subject – I hope you’ve got a couple of hours to spare. For diagnostics and vehicle manufacturers, this means that it will be a lot easier for them preventatively fix problems and guide the technician through to a fix using data from millions of other users and millions of other vehicles. This is not sinister in any way; it makes sense as it’s like having access to a very large card index and being able to access the correct drawer instantly and cross-reference that to any of the faults you or anyone on the rest of the planet has found on a vehicle. Interestingly, Jaguar Land Rover has a system pre-2018 called Symptoms Driven Diagnostics or SDD which tried to carry out a basic version of big data. SDD works by pulling
Understanding How to Charge for Diagnostics
As service providers, it’s crucial for workshops and garages to understand how to charge for diagnostics effectively. The process of identifying and troubleshooting vehicle issues requires considerable time, expertise, and specialised resources. It’s critical, therefore, to understand the true value of these diagnostics services and to charge accordingly, creating a fair and sustainable pricing structure. Factors Influencing Diagnostics Pricing Pricing for diagnostic services isn’t as straightforward as one might think. Various factors come into play, such as the complexity and severity of the vehicle issue, the equipment and technology utilised, the level of expertise required to identify the problem, and the competitive landscape of your local market. Additionally, variables like the vehicle type, its age, and manufacturer’s specifications can also contribute to the pricing structure. Rates for Diagnostics vs Repairs To maintain transparency with your customers and prevent any confusion, it is essential to differentiate between diagnostic rates and repair rates. Given the specialised knowledge and tools required, consider charging more for diagnostics than for the actual repairs. Ensure these separate charges are always distinct on any quotes provided. Charging a Flat Fee or Hourly Rate The debate of whether to charge a flat fee or an hourly rate for diagnostic services is always a contentious one. A flat fee provides a level of predictability for customers but may fall short if the diagnostics prove more challenging than expected. On the other hand, an hourly rate ensures you’re compensated for your time and expertise, but may make estimates less predictable for customers. Customised Diagnostics Pricing To address the varied complexities that diagnostics can present, it may be worthwhile to consider a tiered pricing system. This system could include a Level 1 rate for one or two fault codes, a Level 2 rate for up to five fault codes, and a Level 3 rate for more than five fault codes or complex multi-system diagnostics. Using Technical Support Tools for Efficient Diagnostics The use of high-quality technical support tools, such as our Vehicle Technical Support service, can significantly reduce diagnostic time and provide more efficient service to your customers. Acting as an additional ‘technician’ in your workshop, these support tools can boost your service delivery and customer satisfaction. Educating Your Customers The key to a successful pricing strategy is clear communication with your customers. It’s essential to talk through the diagnostic process, potential charges, and why you charge as you do, upfront. Should the diagnostics take less time than expected, a reduction in fee is always welcomed by customers; however, it’s much harder to adjust the other way around.
Why Every Modern Garage Needs Flexible Support Service
As we navigate our way into the 21st century, it’s clear that the automotive industry has transcended its initial origins. Today, modern vehicles are marvels of both mechanical engineering and digital technology, as sophisticated as they are complex. This new technology presents a unique challenge to the automotive aftermarket, particularly garages and workshops that must stay up-to-date with the ever-evolving high-tech landscape. This is where accessible and flexible tech support becomes an essential partner in driving success. Handling the Digital Transformation Vehicles are increasingly becoming computers on wheels. From embedded sensors and electronic control units (ECUs) to advanced driver-assistance systems (ADAS), today’s cars are full of digital systems that require a deep understanding of both hardware and software. Access to technical support can provide immediate solutions to troubleshooting issues, prevent costly diagnostic mistakes, and ensure that all systems work optimally. Keeping Up with Tech Innovations The pace of technological innovation in the automotive industry is relentless. Every year brings new advancements that can quickly render existing knowledge and skills obsolete. A tech support service can help garages keep up-to-date with these changes by providing real-time training, updated information, and hands-on assistance. Optimising Garage Operations Flexible tech support goes beyond fixing immediate problems. It also plays a strategic role in optimising overall garage operations. From advising on the latest diagnostic equipment to recommending efficient workflows and processes, tech support can help garages improve their service delivery, increase productivity, and ultimately, boost their bottom line. Ensuring Customer Satisfaction The main goal of any garage is to satisfy its customers. Car owners expect their issues to be diagnosed accurately and fixed promptly. They also expect their vehicles’ advanced systems to be serviced competently. By having a tech support service available, garages can meet these expectations consistently. This builds customer trust and enhances the garage’s reputation in the market. Bridging the Skills Gap As the automotive industry continues to incorporate more digital and electronic elements into vehicles, a skills gap has emerged within the sector. The mechanic of the 21st century needs to be both a skilled technician and a knowledgeable IT specialist. Training and education will address this gap in the long run. Flexible tech support can provide a practical solution in the immediate term, assisting workshops with complex tasks as their teams upskill. Flexible technical support has become an essential resource for any modern garage. It enables garages to navigate the digital transformation of the automotive industry and helps them stay competitive, optimise their operations, and ensure customer satisfaction. As technology evolves, the demand for support will grow, underlining its importance for success in the modern automotive aftermarket.
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