National Automotive Service Task Force: A Case Study of Industry Collaboration to Improve Serviceability by Resolving Gaps in Vehicle Service and Tool Information

In 1990 in the USA, Section 206 of the Clean Air Act ushered in a new era in passenger car and light truck service and maintenance. Ensuing requirements led to introduction of sophisticated vehicle on-board diagnostic systems. These systems demand the increasing sophistication of service providers. The amount of service information has expanded exponentially. The sophistication of the tools needed to diagnose and repair vehicles has become increasingly complex. To meet the needs of today's service professionals, new systems had to be developed. The convergence of regulations, vehicle complexity, tool capabilities and the growing volume of service information required the vehicle producers and service communities to implement more efficient information delivery systems. This case study describes the voluntary industry collaboration among the vehicle producers the service industry to establish information and communication systems that insure that adequate service information and tools are available. In 1999-2000, a pilot program created a model for cooperation between vehicle manufacturers and the service industry. Since then it has grown in scope to include the entire US market. Solutions to resolving problems grew from a loose-knit coalition of individuals to a newly launched 501(c)(6) not-for-profit organization and includes a web-based communication process backed by technical working committees. The National Automotive Service Task Force (NASTF) demonstrates how the transportation industry can resolve service information communication problems on an ongoing basis to improve service operations and extend the useful life of vehicles. The NASTF mission is to identify, communicate and resolves gaps in the availability and accessibility of automotive service information, service training, diagnostic tools and equipment for the benefit of automotive service professionals. This paper identifies the processes employed in forming the group, the development and maintenance of information, and the progress over the past seven years.