FEATURE BY JOHN BURKHAUSER SERVICE PROCESS TECHNOLOGY SURVEY Please consider filling out and submitting the survey T he question of, " What's under the hood? " is moot due to technology becoming part of every system in the vehicle. The rate of technical adaptation in today's vehicles requires Dealerships to always be on the forefront of technology to service these vehicles. Yet the service desk itself may remain as it has been for decades, mostly untouched by innovation that can also improve its efficiency and profits. THE SERVICE DRIVE - OFTEN UNTOUCHED BY INNOVATION To keep connected with local Service Departments, I stop in for oil changes on a regular basis. What I find is the methods of writing up a customer are so similar to what I did as an advisor 20 years ago, that I could jump right in and start service writing with little guidance. Driver's still pull onto the lot looking for parking or into the service drive waiting for someone to take their keys and give them a hat tag number. They stand around, patiently waiting for an advisor to acknowledge them. 28