Testing the discipline behind accurate diagnosis
The finalists completed a series of practical assessments based on the types of complex customer concerns they encounter in Ford dealerships.
Each assessment began with a job card describing a customer concern. Contestants were required to follow Ford’s prescribed workshop procedures, interrogate the available information, diagnose the fault and explain the steps that led them to their conclusion.
The competition was designed to reward a disciplined and repeatable diagnostic process rather than a technician simply identifying the correct answer. This approach is critical in a dealership, where accurate diagnosis helps ensure that the underlying cause of a concern is addressed, the correct repair is completed and the vehicle is returned to the customer safely and efficiently.
“For our customers, quality service means diagnosing the concern efficiently, completing the repair effectively and getting them safely back on the road as soon as possible,” said Kevin Heunis, Director of Service Engineering & Operations at Ford South Africa. “Skills, competency, training and, above everything else, people matter. Our technicians keep our customers moving, and the quality of their work directly influences how customers feel about Ford.”
Technical competency has become increasingly important as vehicles incorporate advanced electronics, connected technologies, software, driver-assistance systems and sophisticated powertrains. Neale Hill, President of Ford Motor Company Africa, said no algorithm or technology could replace the judgement and expertise of an outstanding technician.
“Long after the excitement of the showroom fades, it is the ownership experience that customers remember. Every day, our technicians build customer trust, protect our reputation, reduce downtime and solve problems that others cannot see. Vehicle sales start the relationship, but the service experience keeps it alive,” Hill said.
