Hartwell plc
Hartwell, the 42 site, UK wide, car dealership, are innovators in the use of wireless terminals in all their service bays. Their vision was to drive up the efficiency of their dealership network through the use of innovative technology. In an industry like automotive where the cars themselves embrace extraordinary technologies, the processes of car servicing and job queuing at a dealership are for the most part stuck in the dark ages, using techniques known as "Queuing Up", and "Job Cards". These methods were inefficient, and also do not provide any means of monitoring performance.
When Hartwell first started talking with us, they had already started their process of automation by forming an in-house software division with a mission to drag the dealership process kicking and screaming into the twenty first centry. The mission was important, as from it a range of "must-haves" neatly unfolded, including a clear understanding of their end goals.
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Hartwell had already conceived of a web-based workshop liason system which allowed front-office staff to enter service jobs into the main Hartwell server. That process then feeds those jobs forward directly to the workshop technicians, and at the same time allowing the possibility of ensuring appropriate spare parts are in place beforehand. Other “must-haves” can also be blended into the workflow, such as the automatic refitting of manufacturer recommended parts.
Hartwell had also deployed their own private WAN and LANs at each dealership. No wireless networking existed at the sites, and they wanted a system which would stand up to the rigours of their high volume workshops.
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Our brief from Hartwell was to create a mechanically strong computer system for their technicians - the people who service our cars - which could be securely located in their workshops. The system needed to run Windows 2000, allow DVD-rom program files to be read, to recognise each user quickly via a unique electronic key, and networkable via a wireless LAN. Input to the system was to be via keyboard, touchscreen and trackball. Obviously, the unit needed to withstand the horrific conditions typical of vehicle workshops: grease, brake fluid, water, dust, smoke, extremes of temperature, and physical abuse.
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We were to design and offer a custom wall mounted interactive terminal with the above facilities, review each site for wireless installation, 
schedule and build all terminals, commission each one with its unique identity for the Hartwell server, soak test each one to ensure reliability, sign off each terminal prior to shipment to the appropriate site. We scheduled the roll-out with Hartwells such that we pre wired all wireless access points and ensured wireless coverage before delivery of the terminals. We van delivered to each site, mounted and connected each terminal to the server. We left each site only after all terminals were installed and working well.
The prototype was designed by us and shown to Hartwells for their consideration as suiatbel for their purpose. After a few modifications the prototype was a firm design which could be produced in quantity. We also have a programme with Hartwells for servicing their terminals where accidental damage, the odd breakdown and serious cleaning are needed. This is a RTB basis and works well with a few ‘spare’ terminals ready to go.
We designed the terminal such that obsolescence of parts (a big problem in the computer business) is transparent to Hartwells. The terminals will keep working!