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MAY 2018
MAY 2018
PHONE (805) 604-2000
TABLE OF CONTENTS
DEPARTMENTS
2400 Latigo Avenue,
Oxnard CA 93030
Phone (805) 604-2000
Fax (805) 604-2006
www.gearsmagazine.com 2 FROM THE CEO: Wait a Second…
www.atra.com
I’ve Changed My Mind!
POSTMASTER: Send address changes to GEARS, P.O. Box 16118, — by Dennis Madden
North Hollywood, CA 91615-6118 Featured on the cover:
Publications Mail Agreement No. 40031403
Return Undeliverable Canadian Addresses to: 48 POWERTRAIN INDUSTRY NEWS Quality Transmission and
Station A, PO Box 54, Windsor, ON N9A 6J5 Alignment: Remaining Successful
Email: gears@atra.com 51 SHOPPERS AND CLASSIFIED in Small-Town USA
Read their story on Page 40
Issue #224 Printed in U.S.A. Copyright ATRA 2018 56 LIST OF ADVERTISERS
M
uch of our waking moments interesting is that they were able to
are spent with exchanging describe very clearly the business
ideas with others. And much model of their competitor and even
of that is trying to convince people of express why their potential customer
the merits of our thinking. That is, to left their shop for their competition.
try to convince them that we have a As they shared one anecdote
better plan. Depending on how vested after another, they began to describe
a person is in their ideas, it might even a business model that seemed pretty
lead to a heated argument. successful: People were leaving one
Working with employees, chatting business to come to theirs. Yet, after by Dennis Madden
with friends, or having those talks with a fairly lengthy conversation, their members.atra.com
your “better half” all include the art conclusions sounded something like
of convincing others. Nowhere is this this: “I need a way to convince people
truer than when we get into political why my solution is better than my
discussions, which is why most of us competitors’.”
try to avoid those discussions during Take a moment and let that sink and compare it to how shops have
family get-togethers. in. Here’s a customer who has plenty adjusted their business model since
You see, everyone thinks their of information available (both good the beginning of the What’s Working
ideas are the best, right? I mean and bad) and, after going into shop A, program. It’s sure be a great session
really, when was the last time you they realize that shop A doesn’t offer and we look forward to seeing you
heard someone say, “I generally don’t what they want, so they go to shop B. there and getting your input on our
have any good ideas and I wouldn’t You can take this process and move results.
recommend that anyone listen to my it to buying a television or washing Now this doesn’t mean that you
suggestions”? Or, “Can you tell me machine or even something boring like need (or should) compromise on your
the right way to think about this? My tires or a roof on your house and it’d quality or be the cheapest shop in town
ideas don’t even make sense to me!” be easy to follow that same process of just to keep a customer. It just means
You haven’t heard that, have you? And, shopping for what you want. there’s more to meeting the needs of
chances are, you never will. It also begs the question: Is it today’s customer than you may realize.
And yet dumb ideas are all around easier for you to change your mind or It may just be a matter of reevalu-
us. You get on Facebook and read for you to change the customer’s mind? ating what you think is important to
where some knothead blathers on That’s easy: You only have to change customers, and redesigning your busi-
about the stupidest concept imaginable your mind once. ness model around what they’re really
and wonder how he manages to make So what is it, exactly, that custom- looking for. Sounds complicated, but
it through the day in one piece. ers want and how can you better tailor those differences could be as simple as
We all think our ideas are pretty your solution to their needs? It’s an who has the cleanest restrooms!
good. If we didn’t, they wouldn’t be important question… one that needs One last thought: If you’ve ever
our ideas. But as much as we like to a clear answer. Which is why ATRA changed your mind, then you’ve just
think we have things figured out and recently conducted another survey of admitted that at one point in your
are ready for a vigorous debate, there’s consumers to discover their thoughts thought process you were wrong.
one place that it doesn’t belong: with and views related to transmission repair. That’s the first step in learning
customers. The results may surprise you: We’ll something new. See you at the show!
I’ve had discussions with a few be sharing those results at this year’s
people recently who had concerns over ATRA Powertrain Expo in Las Vegas.
the changing market and how they’re We’ve also surveyed shops across
losing work to competitors down the the country so we can get a better feel
street or even across town. What’s for what successful shops are doing,
2 GEARS May 2018
I
n case you haven’t noticed, many (Nissan), and even compression-igni- powertrains with new model launches.
automotive manufacturers now tion gasoline engines (Mazda). So, even though every example has the
offer transmissions with eight To improve efficiency through the same displacement engine, there’s no
to ten different gear ratios. This has transmission, automotive manufacturers guarantee that the rest of the vehicle
been a major change in the past decade are using continuously variable trans- hasn’t changed to affect the fuel
where four-, five-, and six-speed missions, dual clutch transmissions, economy significantly.
transmissions dominated the market. and transmissions with many available As far as reliability, it’s difficult to
The additional transmission gearing gear ratios. With these transmis- forecast the failure rate of a transmis-
is mainly due to the increased demand sions, the torque converter clutch sion based on the number of gears and
for fuel economy, where the automotive can engage at lower speeds so energy how often the clutches, solenoids, and
manufacturers are challenged to achieve isn’t wasted through needless heat valves cycle on and off. But I looked
a corporate average fuel economy generation in the torque converter. at the clutch and solenoid activity
(CAFE) of 54.5 mpg by 2025. But how much have the increased between the lower-speed and high-
Just for reference, the combined gearing and shift strategies affected
er-speed transmissions. Maybe this
CAFE rating in 2011 was 24.1 mpg. today’s vehicles’ overall fuel
information will provide an outlook
The 54.5 mpg requirement seems economy? And how has the increased
to how much the additional transmis-
like a lofty goal, but it isn’t a hard-set gearing affected the reliability and
sion shifting and hydraulic actuation
number. There’s an advanced formula stress of the internal transmission
will have on the wear and tear of the
for calculating CAFE for 2012 through components? I’ve been curious about
2025 vehicles, which involves the these questions ever since Lexus internal transmission components.
vehicles’ actual fuel economy and their offered the first production eight-speed First, let’s look at Fiat Chrysler
“footprint,” or size. in the 2007 LS460. Automobile’s (FCA) six-speed RFE
Nevertheless, this fuel economy re- One thing to consider is that transmission compared to the ZF
quirement has automotive manufacturers the source of information for this eight-speed.
scrambling to design transmissions that article isn’t very scientific. I used the FCA started to phase out the
can place the engine at the most efficient published data from fueleconomy.gov 65RFE, found in the half-ton RAM
speed for maximum fuel economy. to determine the fuel economy changes truck in 2014, in favor of the ZF8HP70.
This is in addition to the other when comparing models with different Incidentally, ZF makes up about 50%
trends we’re seeing in the industry, transmission options. of FCA’s entire transmission lineup in
such as plug-in hybrids, electric ve- I tried to pick vehicles that model year 2017. They’ve placed over
hicles, turbocharged engines, gasoline simply had a transmission change, 3.5 million ZF transmissions on the
direct injection, variable compression but most manufacturers release new road since 2013!
4 GEARS May 2018
3rd A A 4th A A A
5th A A A
4th A
6th A A A
5th A
7th A A A
6th A A 8th A A A
2nd A 2nd A A A A
3rd A A
3rd A
4th A A
4th
5th A A
5th A A 6th
7th A A
6th A A A
8th A A
Sol Hyd NH NL NL NL NL
Sol Hyd NL NH NL NH NH
NH indicates normally high, meaning when the solenoid is in its NH indicates normally high, meaning when the solenoid is in its normal, or off state,
normal, or off state, the solenoid passes pressure. the solenoid passes pressure.
Ford and GM broke barriers once to show how difficult and expensive it to see what comes out in the next
again and came together to design a is to squeeze out an additional mile or seven years as the quest to high fuel
10-speed transmission. For the F150, two per gallon. economy continues.
the 10-speed replaced the ZF6HP and It also shows the enormous task to
represents modest-to-no fuel economy achieve the 54.5 CAFE requirements
change as shown in table 13. of 2025. It’s going to be interesting
Ford’s application of the ZF trans-
mission uses five clutches and four so-
lenoids to provide six forward speeds.
The solenoid cycling is higher than the
clutch cycling, because ZF uses the
VFS4 solenoid to operate both clutch
E and brake D. From low gear to high
gear, the clutch cycling is 2.0 and the
solenoid cycling is 2.5. Table 14 shows
the clutch and solenoid application.
The new 10-speed uses six
hydraulic clutches and a mechanical
one-way clutch. The solenoids and
clutches cycle an average of 2.83 times
when shifting from low to high gear.
As shown in table 15, the shift
solenoids A through F are proportional
Figure 3
and control their respective clutches.
Even though the 10-speed has 40%
more gear ratios available than the Table 13: Fuel Economy Changes Ford
six-speed, the clutch activity only Manufacturer Model Engine Transmission City MPG Hwy MPG
increased by 29% and the solenoid Ford F150 5.0L 6R80 14 19
activity only increased by 12%.
Without a doubt, performance 5.0L 10R80 15 19
and marketing also play a role in the 3.5L 6R60 17 24
movement to higher-speed transmis- 3.5L 10R80 18 25
sions, but after reviewing these modest
Percent change: 6-7% 0-4%
fuel economy improvements, it goes
Table 14: Ford F150 ZF6R80 6-Speed Table 15: Ford 10-speed
Clutch-and-Solenoid Application Clutch and Solenoid Application
P/N A A A
P/N A
R A A A A
R A A 1st A A A A
6th A A 9th A A A A
10th A A A A
SOL VFS1 -NL VFS2-NH VFS4-NH VFS3-NL VFS4-NH
Sol Control SSA SSB SSC SSD SSE SSF
Variable force solenoids (VFS) are either normally low (NL) and don’t pass
pressure when electrically off, or they’re normally high (NH), and they pass Solenoids control the clutches and are proportional or NL. When energized,
full pressure when electrically off. they pass pressure to apply the clutches.
Ads_May2018.indd
RAP Kit AD Smokey11Orange Car 0717.indd 1 4/27/2018
7/21/1708:56:09
4:39 PM
STREET SMART
by Mike Brown
members.atra.com
1–10 Rings
W
None 102.8 (4.05”)
elcome back for part 2 of is not as specified, select an appropriate 1 103.05 (4.06”)
beyond the valve body for B-1 brake piston rod so that the Travel 2 103.3 (4.07”)
the U880E. In the January/ will be within the specified range from
3 103.55 (4.08”)
February issue, we disassembled this chart. If servo travel isn’t correct, select
unit down to the C-1 clutch. a pin from the chart to adjust it properly. 4 103.8 (4.09”)
One piece of information that I left So let’s pick up from there. At this 5 104.05 (4.10”)
out was servo identification and servo point, we can remove the counterdriven 6 104.3 (4.11”)
travel. It’s important to be aware of gear by just lifting it from the transaxle. 7 104.55 (4.12”)
what the servo travel should be (figures The same is true with the differential 8 104.8 (4.13”)
1A, 1B & 1C). Using a caliper gauge, case assembly; you can lift it from the
9 105.05 (4.14”)
measure the Travel of the B-1 brake transaxle (figure 2). This will expose
piston rod while applying compressed all six bolts you’ll need to remove so 10 105.3 (4.15”)
air (30-55 psi). Standard Travel: 5.5 to you can remove the front planetary gear
Figure 1B
6.0 mm (0.217 to 0.236 in.). If the Travel subassembly from the case.
12 GEARS May 2018
e Counter Driven
Gear
*
Output
Sensor
* Spacer
1. With the front planetary removed from the transaxle, this is a good
time to remove the output sensor to prevent damaging it. Notice
the location of the spacer (figure 3). Figure 3
2. Lift the sun gear from the rear planetary and set it aside.
3. Remove the snap ring that holds the one-way clutch assembly and
rear planetary gear assembly in the transaxle. This will lift right out (figure 4).
4.
With the planetary and
one-way clutch removed,
notice the hold and rotation
directions for the one-way
clutch. (Figure 4B)
Snapring
5.
Remove the B-2 brake.
Figure 5 shows what the
clutch clearance should
be, and includes a
chart of the flanges that
are available to get the
clearance right.
Figure 4B Figure 5
WIT # A22137EPPK
Dodge Friction & Steel Module
Contains Eagle Red And WIT # 22002EFHP
Kolene Power Pack WIT # S22965A Dodge Overhaul Kit
Dodge Direct Clutch Piston TTK MAXX
(Reinforced With Additional Webbing) High Performance
800-940-0197 www.wittrans.com
Ads_May2018.indd 15 1/5/2018
4/27/2018
10:15:43
08:56:10
AM
Toyota/Lexus U880E: Beyond the Valve Body, Part 2
Snap Ring
Balance Piston
Figure 6A
Figure 7
IMPORT 235
U880
Service Information (continued)
Allow the engine to idle with the air conditioning OFF. Move the shift lever through entire gear range to
circulate the fluid.
With Techstream:
a. Connect Techstream to the DLC3.
b. Turn the tester on.
c. Enter the following menus: "Powertrain / ECT / Data List".
d. Check A/T Oil Temperature 1.
e. Allow the engine to idle until the fluid temperature reaches 39°C (102°F).
DLC3
DLC3
Figure 8
by Keith Clark
members.atra.com
W
hen we mention the terms to added components. But thanks to models is on the rise. Armed with
all wheel drive (AWD) and technology, the image of 4WD and this information, we need to know
four-wheel drive (4WD), you AWD has changed. more about this technology and what
might immediately think of a truck Light duty AWD systems have makes it work, as well as service tech-
or SUV that’s capable of sure-footed introduced the advantages of traction niques, projected issues, and diagnostic
traction in poor driving conditions. and control to another class of vehicles. procedures.
When we mention cars that have this Small SUVs, compact cars, and sports First, it’s fair to suggest that this
capability, we think of Subaru, Audi, cars are taking advantage of these technology has been with us, lurking
or maybe Mercedes. new, lighter drivetrain components to in the background under the skin of
In all cases, we envision a vehicle give consumers more choices and new the most expensive super cars and
that’s more expensive, utilitarian, or driving experiences. luxury vehicles. Though state of the
comfortable, rather than nimble and All major US auto manufactur- art, they all lacked practical application
exciting. There’s also an expectation ers have light-duty AWD vehicles in that could be replicated in a more
of compromised fuel economy due their lineup now, and the number of affordable package until now.
Figure 1
Fast forward to the present, in- offers a direct drive PTU transfer case ratio. It is 1.8% higher! Sounds weird,
expensive high-speed computers and with a fulltime, live, rear drive axle. huh? Well they did this to produce
CAN bus networking can seamlessly The rear differential coupling clutch- a driving sensation called torque
micro-manage all-wheel drive systems controlled system acts directly on each vectoring.
to provide a unique driving experience at axle, eliminating the conventional What is torque vectoring? Simply
a reasonable price. Let’s take a closer spider gear setup (figure 1). This allows put, it’s the process of counteracting
look at what’s available now. for minimal rolling resistance and a the adverse steering conditions called
A company called GKN is taking fuel savings while in 2WD mode by understeer and oversteer. They achieve
the automotive world by storm with completely uncoupling the rear wheels. this by directing torque to the wheels
an integral AWD system, managed by The next level offers a coupling that have the greatest traction and
its own control module that can easily clutch-controlled system at the PTU. limiting torque to the ones with less
be incorporated into a powertrain control Adding this feature optimizes driveline traction, using the ABS brake system
system. Ford, General Motors, and control to maximize fuel economy by or an overdriven rear differential.
Range Rover are a few companies that eliminating torque to the rear driveline The concept is simple: Suppose
presently have models that use this system. during 2WD operation. With choices you’re preparing to make a right turn.
The package offers different con- like these, the engineers are limited The natural tendency of the vehicle is
figurations that allow manufacturers to only by their imaginations. The Ford to keep traveling in a straight line. The
tailor their systems to meet their speci- application is a noteworthy example. inertia of the vehicle shifts the weight
fications for fuel management, traction, The Ford engineers decided of the vehicle to the left (figure 2), caus-
performance, and cost. to use the Focus as a technological ing the wheels on the left to have greater
The computer control system playground for this system. Under traction than the wheels on the right.
was designed to be CAN friendly, so the badge of Focus RS, the GKN This creates an oversteer condition.
pairing with existing stability, traction system couples to a 350 horsepower, Applying the brakes to the right
control, and ABS systems takes just a 350 pound-foot torque engine, and a wheels applies more traction to the left
meeting of the minds on the software manual shift gearbox. wheels, which counteracts the oversteer.
level. The rest is fitting the drivetrain It uses the basic PTU with the If the system applies greater brake
hardware beneath the vehicle and Twinster rear end. Ford chose to use pressure to the right rear wheel than
plumbing the wiring looms. an overdriven rear end. In other words, the right front, then the left rear wheel
The GKN system offers two levels the rear differential (full lock) ratio is can provide a “pushing” sensation to
of driveline coupling control. One level higher than the transaxle final drive neutralize this feeling of oversteer.
GEARS May 2018 21
S:10”
by Scott Shotton
The Driveability Guys
L
ast month’s article covered the gather any other pertinent information. capture a waveform, and find the exact
tooling and some basic theo- At some point, preferably early in the problem without disassembling the
ries regarding mechanical test- diagnosis, the technician performs engine.
ing using electronic means. This month a relative compression test (GEARS Take this General Motors 6.0-liter
we’ll dig a bit deeper into cranking Magazine Jan/Feb 2017). engine for example: The customer’s
vacuum analysis. If the vehicle has a mechanical complaint was rough running
When diagnosing a misfire, these issue, we should get a poor relative accompanied by a flashing MIL. The
techniques allow you to evaluate, in compression scope capture. Next, technician connects a Tech 2, the
great detail, what could be causing low we connect a vacuum transducer and General Motors OE scan tool for this
compression, without disassembling acquire another cranking capture vehicle, and retrieves a misfire code:
the engine. Often you can make these (GEARS Magazine April 2018) to Cylinder number three is misfiring.
diagnostic decisions very quickly, which analyze the mechanical issue in greater The next step is to determine if the
translates to saved time, increased profit, detail. misfire is fuel, ignition, or compression-
and a high level of customer confidence. related. After spending a moment
Let’s quickly review: Mechanical observing some scan data on the Tech
A customer has a vehicle with a Analysis 2, the technician decides to perform a
misfire. Initial scan tool checks obtain The beauty of this technique lies in relative compression test to determine
DTCs, identify a suspect cylinder, and your ability to quickly connect a scope, whether he needs to perform further
Figure 1
mechanical testing. it easier to identify each cylinder’s one, so I added a green number 1 to the
The relative compression waveform compression stroke. waveform.
in blue shows a single cylinder that Cylinder number 3 is missing the From there, I labeled cylinders
has low or no compression (figure 1). current rise that would normally be 8-7-2 and then wrapped back to the
The green trace is cranking vacuum present during a good compression beginning of the capture to complete
waveform obtained using a piezoelectric stroke. The lack of compression also the 6-5-4-3 all in green. Cylinder 3, our
sensor attached to the intake manifold at aligns with the cylinder that the Tech 2 misfiring cylinder, appears to have a dip
the PCV valve hose. identified as misfiring. So mechanical/ in vacuum, which indicates it should be
An obvious mechanical failure is compression related misfire it is. But pulling air into the cylinder on its intake
also evident in the vacuum waveform. where to next? stroke. But there’s a large increase in
The last waveform in red is an ignition Next, we’ll analyze the vacuum pressure and a large drop in manifold
sync I connected to the spark plug wire waveform to try to determine why vacuum that shows up elsewhere in the
for cylinder number one. This lets us there’s no compression. Manifold capture.
determine which cylinder is which. vacuum drops when each intake To help identify what could
Figure 2 is the same waveform stroke occurs. These pressure drops, actually be happening, some form of
as figure 1, but we’ve zoomed in and or vacuum pulls as they are sometimes visual aid will help you visualize what’s
adjusted the scope to make analysis called, occur at a different time in the happening in the engine at each given
easier. I’ve aligned the rulers in the 720º engine cycle. moment. One possibility is some form
PicoScope software with the ignition The easiest way to identify which of engine relationship chart.
firing events and divided into 8 equal pull belongs to which cylinder is to One such option is available at
sections, or one for each cylinder. move halfway through the capture and www.aeswave.com (figure 3). Visual
I also added the firing order for the label the space immediately after the aids such as these allow you to determine
engine (1-8-7-2-6-5-4-3) to the relative halfway point with the cylinder used where all the pistons are located in the
compression waveform (blue), making to sync. In this case we used cylinder engine at any given time, the direction
Figure 4
26 GEARS May 2018
W
ell here we go again, I feel I asked how long he owned the
like Steve Harvey from the vehicle, if he was the only driver, and
Family Feud show: “Hello if this was the first time this occurred.
folks, boy do we have a good one for you According to him, this was the first
today.” The only difference is that you time. The vehicle looked clean and
won’t be leaving with a new Ford Edge. well taken care of and he even showed
So it goes like this: A tow truck me all the service records: oil changes,
showed up at the door with a 2013 transmission service, etc.
Hyundai Santa Fe that wouldn’t move So I asked him to let me drive and
or accelerate. Okay, which one is it? he could be my copilot. So I sat down,
Well, turns out it’s both. Okay, the turned the key, and the engine fired up. by Rolly Alvarez
customer was diagnosing his own Then I moved the shifter to drive and members.atra.com
vehicle and you know how that goes, this little truck took off like a rocket. I
so you better pay attention and listen. looked to my right and I could see the
The customer came into the office gentleman’s face in awe, so I smile and
and explained how this happened. told him not to worry, this happens all weren’t any codes in any modules. By
Fortunately, I was visiting the shop on the time. “Wow! I don’t believe this,” this point I was scratching my head
a day off because that’s what we techs he replied. and thinking, where would I begin?
do. The wife will ask, “Honey, what I was driving the vehicle in a Then I thought, “I’d like to shoot a
are your plans for your day off?” “I’m manner he wasn’t accustomed to, so I movie. But I’d need to get the vehicle
going to visit couple of shops to see explained that I was trying to duplicate to start in 1st gear and to shift to take a
some friends and maybe have lunch his issues in more than one way, that movie. How would I do that?”
with one of them.” “Okay, I’m going I wanted to find the problem rather I decided to let the engine cool
shopping then,” and we’re like, “okay, than tell him I couldn’t duplicate the down to see if the problem was
c’ya.” condition and send him home. temperature-related. After a couple
The customer claimed that he was After 20 minutes driving, I was hours, I went back and fired up the
driving on the highway and all of a just about to pull into the shop, and engine but to no avail; the engine still
sudden had to brake because the traffic bam! it happened: I lost all power had no power and the transmission
stopped. By the time he reached the and the vehicle wouldn’t accelerate or wouldn’t move. The engine idled well,
vehicle in front, traffic started to move, move. The aha moment just arrived with no misfires.
so he kept rolling, but his car wouldn’t so I called the guys at the shop and So I was sitting in the driver’s
get out of its own way. we pushed the vehicle back into seat sideways, with my feet out the
And when he stepped on the gas, the parking lot. I shook hands with car door, engine running with the A/C
the acceleration was limited no more the customer and thanked him for on. While I was thinking, a kid on a
than 1000 RPM; the engine had no his time. He signed the paperwork bicycle went by and said, “Sir, your
power. I asked the shop owner to let and left. brake lights are on.” I thanked him,
me test drive the vehicle with the I got the scan tool hooked up to and suddenly another light bulb went
owner and he agreed. So off to the pull codes in both the OBDII protocol on, this time in my head: My feet were
vehicle we headed and, as we walked, and the OE protocol to see if I could out the door. How could the brake
I started talking with the customer. discover what was going on. There lights be on?
28 GEARS May 2018
Figure 2
T-400
AFTERMARKET PUMP
AFTERMARKET PUMP with Oversized One Piece
with Oversized One Piece Stator Tube Stator Tube
U
p Your Business is an exclusive not just to listen to what was said, but
GEARS Magazine feature in how they said it. Their body language,
which I share stories, insights, as well as the tone of their responses,
and reflections about real business and often contained more information and
life challenges. truth than their words themselves.
In this article, we’ll look at wisdom’s They warned us that emotions
role in resolving disputes. At one time like anger, frustration, and fear could
or another, we all face situations in easily get out of control during the
which we’re asked to intervene or to hearings. We listened to recordings
interject ourselves into a dispute. It of emotional testimony and had to sift
might be between employees, your through what was called the “story” by Thom Tschetter
children, your siblings, or even dis- and get to the “facts.”
putes between you and someone else. They taught us that, when
(If you’re arguing with or having a someone angrily or defensively talks
dispute with yourself, this article over the other, it prevents them from
can’t help you, but there are plenty of listening and makes being reasonable it just was what it was. Ironically, it
professionals who can.) almost impossible. didn’t always reflect or prove the facts
After years of hearing actual that the parties were claiming.
HOW I BECAME cases, I can tell you that our instructors I also learned that being a fair and
AN ARBITRATOR weren’t lying: The emotions attached just arbitrator didn’t always make me
When I owned my transmission to live testimony posed the most a peacemaker. But I was able to settle
company in Washington, I was a difficult challenge to getting to the most of my cases before the hearing
volunteer at the Seattle Better Business truth. It was as if the truth was hidden was completed and usually before it
Bureau. They asked me a few times to within a fog created by emotions. even started with a pre-hearing speech
provide some guidance on automotive- The witnesses weren’t much that I’d give. I’ll explain that a bit later.
related customer complaints, and I different. The amazing thing about
guess I said something that led to an them was their testimonies typically WHAT IS ALTERNATIVE
invitation to attend arbitrator training. mirrored the same tone and body DISPUTE RESOLUTION?
To obtain the arbitrator certifica- language and contained nearly as For over 20 years, I served as an
tion, I had to attend a week of training much emotion as the person they arbitrator and mediator for the BBB.
and pass a written, essay-style test. testified for in the hearing. The position of arbitrator fell under a
The test included role-playing a mock But the physical evidence was department called Alternative Dispute
hearing, summarizing the evidence, usually quite straightforward. Normally Resolution. As the name implies,
and writing what I decided and why I it was made up of things like written this department’s mission was to use
decided as I did. agreements, contracts, invoices, can- alternative means to resolve disputes
As I recall, that week of training celled or NSF checks, pictures, and before they ended up in court. In a
was more about how to ask good written affidavits from witnesses or nutshell, the ADR toolbox included 3
questions and listen to the disputants’ subject-matter experts. The nicest basic levels of dispute resolution:
answers than it was about making a thing about physical evidence was that 1. Written Complaint: This provides
good ruling. The instructors told us it didn’t speak and had no emotions… the complaining party with a means
30 GEARS May 2018
of venting and explaining how damaged and what it’ll take to • Each party presents their
or why they feel they’ve suffered make them whole again. respective case in its entirety.
damages by the other party. • After listening to both parties, While the parties aren’t supposed
• The complaining party completes the mediator will begin a process to interrupt each other’s
a complaint form or writes a letter of “brokering a settlement” testimony, the arbitrator can ask
stating what they’re seeking from between the parties. The mediator questions for clarification.
the other party. They send the remains as neutral as possible, but • After each party presents his
form to the BBB together with is always listening for common or her case, the other party can
any substantiating materials like ground and an opening to reach a ask questions for clarification
invoices and pictures. negotiated settlement. or question a witness. But they
• The BBB sends the complaint and • The idea of a good negotiated can’t argue about or even rebut
related materials to responding settlement is when both parties the testimony at this point in the
party. They’re given a reasonable independently feel they’ve won — hearing.
number of days to respond. or at least that they didn’t lose any • They each have the opportunity
• Often the process of filing the worse than the other party. to make a rebuttal argument about
complain t and the response • BBB mediation settlements are the other’s testimony after both
resolves the dispute. Because binding on the parties once they’ve parties have presented their cases.
it requires the parties to tell been written by the mediator and • Once the parties have presented
their respective stories about signed by the parties. their cases and asked all their
what happened and read the 3. Arbitration: This provides a questions, the final decision is
other party’s perspective, venue for disputants to present their in the hands of the arbitrator(s).
things often work out. Many cases to an arbitrator or panel of Again, the final decision is
times the dispute is merely a arbitrators. In this case, the parties binding on the parties.
case of misunderstanding and are attempting to convince the • The arbitrator(s) will make
miscommunication. arbitrator(s) that they’re right or the their ruling and send a written
• Typically, the parties are so other party is wrong. The arbitrator decision, usually within 10 days
wrapped up in talking about makes the decision in light of the of the hearing. Unlike court
what they thought happened testimony and evidence presented judges, arbitrators also include
that they don’t listen to what by the parties to the dispute. In some a statement, called Reasons, in
the other person’s saying. Once ways, it similar to TV shows like which they explain the reasoning
they understand each other’s Judge Judy or The People’s Court, behind their ruling. Many
perspective, they’re able to come minus the entertainment factors. arbitrators use this as a teaching
up with a reasonable solution on • Before the hearing, the parties opportunity to help the parties
their own. agree that they’ll accept the final avoid future disputes.
• Stephen Covey, the late author decision. For that reason, it’s
of 7 Habits of Highly Effective called binding arbitration. It’s MY PREHEARING
People puts it this way: “Seek rare that a court will agree to SPEECH
first to understand and then be hear a case that’s been previously This is the short prehearing
understood.” arbitrated. speech I mentioned earlier. It brought
2. Mediation: This provides the disputing • While there are strict procedural over 50% of my cases to a close
parties with the opportunity to present guidelines, the proceedings and without a hearing.
their respective cases to a third party, rules of evidence are more relaxed Welcome to this hearing. I know
called a mediator. Some people like than court, and it’s normally held that you’re here today because you
this venue because it’s less confronta- in a conference room instead of a feel you’re right and the other party
tional than court or arbitration. courtroom. is wrong. To get to this point, you’ve
• The objective is for the parties to • Unlike mediation, the parties made some attempt to resolve the
agree to a settlement. It’s not a are both in the room to confront matter either on your own or with
matter of proving one or the other each other with their testimonies, some help from our staff. I realize that
right or wrong. It’s all about the witnesses, evidence, and cross- you’re deeply convinced that you’re
settlement. examinations. In some cases, going to win this case.
• The parties typically speak one or both parties may attend However, once this hearing
privately with the mediator. via teleconferencing. Also in begins, that decision is going to be
The mediator carefully listens some rare instances, one party totally in my hands. While I promise
to their respective stories and might rely on written evidence. that I’ll be fair and just in making my
asks questions for both clarity (This doesn’t normally go well decision, I guarantee you one thing…
and to cause the parties to for that party because they aren’t one or both of you are going to be
think introspectively about the able to listen to the other party’s disappointed with my decision.
matter. The parties are expected testimony and cross-examine or Right now, you both still have
to articulate how they’ve been offer rebuttal testimony.) some say in the outcome. I’m inviting
32 GEARS May 2018
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D
o you think of yourself as a • What specific behaviors and com-
leader? It’s really helpful when ments do you want to see to prove
you do, because, believe it or this is working? How will you know
not, some people are watching you and this has worked?
following your examples. • What will that be worth to the shop
I’ve been involved in many financially? Where will you save
businesses, shops, teams, clubs, money and make money?
associations, platoons, bands, and • What problems will that eliminate or by Jim Cathcart, CSP, CPAE
assorted groups over the years. In each reduce for you?
situation, I’ve found that achieving • What’s important about achieving
big things always involved getting this goal to you (personally)?
others to embrace or adopt the project • What’s possible for you? What do
enthusiastically. In other words, you wish were possible for you? employee retention, reduce wasteful
getting them to “buy in.” • Someone in your industry will practices, increase profit margins, and
Without buy-in, you’re left with become the leading shop and a promote what they think is a great
only your own strength and knowl- model for the industry to follow. Are brand message. Most of them will only
edge; with it, you gain the resources you up to becoming that good so have moderate success in doing so.
of others. The next time you have a big that others want to be like you? Not only will most of their advances
project to accomplish, consider these • What’s a customer worth to your be small, they’ll also be temporary.
vital questions for owners, managers, business over a buying lifetime? It doesn’t have to be that way.
supervisors, shop managers, and tech- • Are you willing to change your When a small group of people
nicians as you begin. systems and practices day to day to is committed to making a lasting
• Who always tells you the truth? achieve a winning culture? difference, they can change the world!
(Think about this one for a moment.) • Are you willing to change enough Sociologist Margaret Mead once
• What specifically are you hoping to personally to sustain the new culture said, “What makes me think that a
accomplish with this effort? of achievement? small group of committed individuals
• What will that look like in actual Lots of companies will start new can change the world? Indeed, it is the
outcomes and behavior changes day initiatives this year to increase sales, only thing that ever has!”
to day? improve customer service, increase
EVERYTHING
members.atra.com
at Mister Transmission
T
his past March 24th, ATRA’s Of course, Dennis shared his highly successful shop.
Dennis Madden and Keith respected management studies, and So a good attitude is important. But
Clark were on hand at the Keith was there to deliver the ATRA everyone having a good attitude? That’s
Mister Transmission annual conven- regional seminar program. They were saying a lot. But in all his conversations
tion. Mister Transmission is a strictly followed by a CVT rebuild program during the event, that attitude stood out
Canadian company, founded in 1963. courtesy of Seal Aftermarket Products. to Dennis, so much so that it was the
Today they have over 60 transmission Later, after the seminars, Dennis first thing he shared when he returned
repair centers across the country. got a chance to speak with a number of to the ATRA home office. And it got us
Don’t confuse Mister Transmission the shop owners and technicians from all thinking: Why? What is it that has
with Mr. Transmission, a U.S. franchise a wide range of Mister Transmission everyone from Mister Transmission so
company based in Illinois; the two are centers. And in all those encounters, one upbeat?
totally different companies. thing stood out to him: “Every one of Could it be a Canadian thing? It’s
The weekend event was a full them has an amazing attitude. There’s long been a stereotype when talking
industry get-together. Sort of a small no negativity… no complaining… they about Canadians that they’re so — how
Expo for Canadian transmission all seem to be psyched to be here and to can I put this? — nice. You see someone
shops. And it was attended by about be in this business.” portraying a Canadian on TV or movie,
29 independent shops in addition to That attitude is something that and they always seem friendly and
representation by nearly every Mister always rings with those of us who’ve welcoming. Could the stereotype be
Transmission center. spent the last dozen years with the accurate?
In addition to being transmission What’s Working program: A good Turns out it kind of is. As a whole,
repair centers, every Mister attitude was the first common trait we Canadians are a friendly bunch. An
Transmission center is also an ATRA identified when we began to poll shop unusual stereotype to be sure, but way
technical subscriber, so it’s no wonder owners to learn what makes one shop better than the stereotypes you usually
that they’d invite ATRA to be a part of successful while another flounders. hear when talking about some groups.
their event, to provide some of ATRA’s Today it sits at the top of the list of Okay, that’s a start, but even nice
in-depth industry training. the five recurring traits for operating a people get negative once in a while.
Dennis Madden; ATRA, Joe Pawlowski; Mister Transmission, Keith Clark; ATRA,
Robert Bateman, Seal Aftermarket Products Technical seminar and CVT class
June 2 - Vancouver, BC
June 2 - Council Bluffs, IA Schedule Fees
August 4 - San Antonio, TX Registration ......7am-8am All Pricing in US Funds
Seminar......................8am* ATRA Members .........$175
August 11 - Atlanta, GA Lunch .............12pm-1pm Non-Members ...........$220
August 18 - Anaheim, CA *Vancouver Seminar
Begins at 9am
Every 4th person........FREE
On-site registration.....$250
August 25 - Portland, OR
August 25 - Tulsa, OK
September 8 - Billings, MT How To Register
Phone toll-free: (800) 428-8489
September 15 - Newark, NJ
September 22 - Chicago, IL Fax your payment & (805) 988-6761
registration information to:
November 17 - Baltimore, MD
Online: http://members.atra.com
Mail your payment to:
ATRA Seminar Registration
2400 Latigo Avenue, Oxnard, CA 93030
Wholesale Business
“We used to do a lot of transmission
work for Ford dealerships in the area,”
explains Don. Then Ford cracked down
on their dealers and told them, ‘You
either do them in house or you buy
them from Ford.’”
That was a big hit for Don and
his crew, because they had about five
Ford dealers in the area sending them
transmission repair work. That went
away when Ford changed their policy.
Those dealers still send their used cars
to Quality, but that’s a far cry from
where they were a few years ago. Brad Carlson doing an alignment – to as close to perfection as possible.
Of course, that transmission work busy all year long. rack especially for him.”
would have dropped dramatically even Those alignments quickly became
if Ford hadn’t intervened. Today’s Adding Alignment a lucrative part of their business, so,
transmissions are just lasting longer One of the unique features of while they’re primarily a transmission
than the ones those Ford dealers used to Quality Transmission and Alignment shop, wheel alignments have become
send to Quality. So one way or another, is right in their name: alignment. You a valued service they offer their
the late model Ford work was going to don’t see a lot of transmission specialty customers.
dry up. shops including wheel alignment as
But even without the late model part of their business model. But as Occasional Remans
Fords, Quality still handles a lot of Don explains, the connection makes a Quality Transmission is primarily
wholesale work for the other general lot of sense. a transmission specialty shop, so most
repair shops in the area. According to That’s because a majority of of their transmission work involves
Don, about half of the transmissions today’s cars are front wheel drive, so custom rebuilds. But occasionally
they repair are wholesale jobs. removing the transmission often means they’ll purchase a reman for one of their
In this case, that could mean disassembling the subframe. And, no customers.
anything from the shop pulling the trans matter how carefully you do that, when “We’ll use remans on some foreign
and bringing it to Quality or the shop you put the subframe back together, the cars, and we’ve used them on some
sending the customer to Quality for the alignment is going to change. of the 6R140s; they just get too time-
repairs and keeping their hands off the So a wheel alignment is a great consuming to rebuild in house,” explains
transmission entirely. addition to their transmission repairs. Don.
In addition, they handle a number “We try to include an alignment with Of course, if a unit is too burned up
of fleets in the area, including a nearby every major transmission repair,” to make a custom rebuild cost effective,
plumbing and heating shop, a large explains Don. that’s another situation when they’ll
mechanical contractor, and others. And But as we said before, alignments recommend a reman.
of course, the difference between fleets aren’t a common service to combine While a lot of shops also consider
and wholesale is that fleets are more with transmissions. How did they make a reman for out-of-town customers, that
concerned with getting their vehicles that connection? “The guy who got me isn’t a common situation at Quality. “We
back on the road quickly; price isn’t as started in 1972 in high school ended up don’t have a lot of tourists visiting the
important to them. coming to work for me in 1983. And he area,” explains Don, “so out-of-towners
But between wholesale, fleets, and liked doing alignments, so when I built aren’t a big consideration for us.”
retail customers, Quality tends to stay the new shop, I included an alignment
42 GEARS May 2018
But if it makes sense, they’re only surprises there; probably the two most Jerry Prauner is their R&R
too happy to use a reman to provide common reasons for a shop to become technician. He’s been with Quality
their customers with quick, reliable an ATRA Member. since 1985.
service. Of course, the information services Janna Beeken has been the
are nothing like they were when company’s bookkeeper since 1986.
Great Service Don first opened his doors. Today’s Steve Sampson came on in 1987 as
As with so many other successful technology is changing at an alarming a transmission rebuilder.
shops, Don and his crew are focused rate. But Don was happy to point Brad Carlson is the new guy at
on providing honest repairs and quality out that ATRA has done a wonderful Quality, having come on in 2013 to
service at a fair price. job of keeping up with the changing replace “Stubb” when he retired. Brad
They must be doing something technology. is their all-around technician and
right, because, after all these years in And, in addition to the information diagnostician.
business at the same location, they’ve services ATRA provides on line and “I’d like to thank my employees
managed to maintain an A+ rating with by phone, the technicians at Quality for all they do to keep us at the top of
the Better Business Bureau. Transmission also take full advantage our game,” says Don.
Of course, there’s generally no of the regional seminar program that It’s nice to hear a shop owner who
better way to keep your name out there ATRA provides. remembers the contribution he receives
than with community service. And Don from his employees, so we’re only too
is happy to contribute to local charities Success Depends on happy to include them in GEARS.
and service groups in the community. Terrific Employees
“We’ve been a member of the Chamber One thing that Don was quick to After Hours
of Commerce forever, the Kiwanis, and acknowledge was just how integral his While a big part of his day is spent
a member of the Elks club.” He also employees are to the success at Quality operating his shop, after hours Don is
contributes to the local churches and Transmission. And he wanted to be pleased to head home to spend time
the YMCA. sure to take the time to thank them with his wife, Sheila. They have four
individually for their contributions to grown children: Jesse, Dusty, Kristina,
Longtime ATRA Member the business. “They’ve been with me a and Nicole.
Quality Transmission has been long time,” says Don. Operating a successful
an ATRA Member since 1982; just a And that says a lot, not just about transmission repair business is hard.
short time after they first opened their the employees themselves, but also Doing it in a small town can be even
doors. Don had already been introduced about Don as an employer. Employees harder. And remaining successful in
to ATRA’s benefits, so he knew how don’t stay where they aren’t happy, that environment for nearly 40 years is
important membership would be for the but many of Don’s staff have been nearly impossible.
success of his shop. with Quality Transmission for years. But Don and his team at Quality
“One of the shop’s I’d worked His desire to acknowledge them only Transmission and Alignment have
for before opening my business was reinforces his respect for his team. managed to beat the odds. That says a
an ATRA Member, so I was already Kevin Olson is their head rebuilder lot about their business model and their
familiar with the Association,” explains and diagnostician; he’s been with dedication to serving the community.
Don. “I signed up shortly after we Quality Transmission since 1982. We’re proud to have them representing
opened.” “Stubb” Hoesing came to Quality our industry in small town, Nebraska.
His reasons for joining? “The in 1983 as a general technician. He
technical information and the retired a few years ago, but his influence
nationwide warranty,” says Don. No is still felt there.
GEARS May 2018 43
OW
REG
OCT. 31ST - NOV. 3RD
W
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LAS VEGAS, NV
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hosted by
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(800) 428-8489 Fax Reg form to:
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or (805) 988-6761
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BOOK YOUR ROOM AT BALLY’S
- Call (800) 358-8777 and use code: SBATR8
or
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8am - 9:30am Reference Voltage Test Tips You Should Know - Dan Marinucci
9:45am - 11:15am Mercedes “7G-DCT” 7 Speed Dual Clutch Transmission - Mike Souza
11:30am - 1pm Evaluating Rebuild Options When Time is Money - Randall Schroeder
Thursday 2pm - 3:30pm
3:45pm - 5:15pm
GM’s 10L90 vs Ford’s 10R80 - Robert Bateman
Diagnosing Intermittent Electrical Issues - Steve Garrett
November 1 5:30pm - 7pm Friction 101 - Chris Horbach
9am - 4pm Focus on the Solutions, Not the Problems - MaryAnn Croce
By the Numbers-Forwards & Backwards - Mario Jauregui & Thom Tschetter
Going Paperless Transformed My Business - John Braconnier & Thom Tschetter
November 3 3pm - 5pm MAF Sensors and Fuel Trims - Eric Ziegler
3pm - 5pm Making the Most of Your Diagnostic Equipment with Everyday Failures - Reese Blalock
3pm - 5pm They Just Don’t Understand! Getting Through Without Giving Up, or Giving In - Ron Hurst
www.powertrainexpo.com
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CONVERTERS?
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Rebuild Procedures the 948TE works and what
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BUSINESS FOR SALE: Ville Platte, BUSINESS FOR SALE: Own a piece of HELP WANTED: San Diego's largest,
Louisiana – Established reputable paradise. After 20 years in business I want longest running independently owned
business featured in October 2016 GEARS to retire. Paradise transmission has been transmission repair specialist is looking
magazine. Owner must retire for health an ATRA member and an NAPA autocare for qualified diagnosticians and sales
reasons. 2 inside bays with 1 outside truck shop for 20 years with a great reputation. managers. With 3 locations you'll have
lift, Snap-On equipment, too much to list. Large 27,000 truck lift 3 twin post lifts plenty of support and opportunities for
Also has an apartment in shop with full and 2 portable lifts, plus lots of shop growth. Competitive pay, state of the art
kitchen. Contact Alan: (337) 363-4897. equipment. The Florida Keys is the fishing facilities, plenty of reliable professionals
ATRA Mbr and diving capital of the world. Call Bob to call your teammates and sunshine all
(305) 495-0461. ATRA Mbr year round. Call: (626) 863-4958 or email:
BUSINESS FOR SALE: Amarillo, Texas chadmferrell@gmail.com. ATRA Mbr
– Established and reputable transmission EQUIPMENT FOR SALE: ATI Converter
shop for over 20 plus years, 60X70 sq. ft. Welder, ATI balancer, water tank, Warner- HELP WANTED: Position opening –
shop with 20X30 sq. ft. add on build room, Swasey #5 cut open lathe, ACER 1740G Automatic Transmission Rebuilder.
4 semi truck trailers with parts, 5 lifts, 1 machine lathe, many 8”, 9” and 10” cores Domestic/Foreign, disassemble, inspect:
large-30,000 lbs. outside lift, Chassis dyno. for performance converters. $35,000., Can find the point of failure, reassemble
Too much equipment to list. Contact Teresa send pictures, Call: (217) 622-4128. transmission, etc. R&R: remove and
(806) 372-2210. ATRA Mbr reinstall transmission, diagnosis
WANTED: 1965-1986 Ford C4/C5 valve transmission, technical issues, necessary
BUSINESS FOR SALE: Pennsylvania bodies. Must be non rusted/rebuildable repairs, transmission services. This is
– area’s only transmission shop, 24 year units. Any quantities accepted, will pay up a part/full time position with competitive
old successful business great reputation. to $50.00 per unit. Contact Performance compensation. Please contact Christina
Business equipment and inventory; lifts: Automatic for details. (240) 439-4650 at (925) 228-9000 or email: macyauto@
flywheel grinder; parts washer; waste oil 8-5 EST M-F or email: edrozzelle@ att.net. ATRA Mbr
heater; office equipment and software. performanceautomatic.com.
Located near Allegheny National Forest. HELP WANTED: TransGo is looking to fill
Excellent hunting, fishing, hiking, boating. HELP WANTED: $5000 Sign on Bonus for a Research and Development Engineering
Lease available on building, turnkey qualified candidates - Career Opportunity in Associate position. The qualified candidate
operation. Priced to sell. Owner wishes sunny Clearwater Florida. Family business, must be willing to relocate to the greater Los
to retire. Email PaTrannyShop@gmail.com offers sign on bonus for an ATRA Certified Angeles area. Please email your resume to
(814) 406-9440. ATRA Mbr Builder, R&R Driveability Technician Employment@Transgo.com. ATRA Mbr
& Manager to work for busy spacious
6000 sq. ft. shop. Alltech Transmission’s
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Jasper Engines & Transmissions�������������������������������������������������� IBC Sussex Auto Parts, Ltd. .����������������������������������������������������������������� 33
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LOS ANGELES, CALIFORNIA SACRAMENTO, CALIFORNIA LAS VEGAS, NEVADA SEATTLE, WASHINGTON
5151 Heliotrope Ave 4212 Roseville Rd, Suite A 3744 Meade Ave # 12 1095 Andover Park E
Vernon, CA 90058 North Highlands, CA 95660 Las Vegas, NV 89102 Seattle, WA 98188
Phone: (323) 562-2111 Phone: (916) 830-4370 Phone: (206) 892-3270
Phone: (702) 247-4150