serviceoperationsguide_062608

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suzuki.comswtsuzuki.com

suzukipk2.com

suzukizone.com

suzukipitstop.com

suzukiconnect.comsuzukioperationsassessment.com

American Suzuki Motor Corporation

3251 E. Imperial Hwy

Brea, CA 92821

Printed in the USA

Service Operations Guide

VS1-SER-SO-V108050

Print date: 5/0


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This Operation Guide includes important Suzuki Dealership Serviceand Parts Department Recommendations and Guidelines, as well as,Standards and Minimum Requirements. It is intended to guide SuzukiDealers especially when there is a change of facility or Sales and Serviceagreement, such as; New Dealer start-up, New Facility Construction,Renovations, Buy/Sells and Renewals.

By following this guide and adhering to the SUZUKI WAY OF SERVICEprocess, ASMC and dealers can work together to assure the long termsuccess of the Suzuki Brand and your dealership.

Revision Date: May, 2008

INTRODUCTION


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Service Operations Guide Introduction and Table of Contents

Introduction

Tables of Contents .............................................................................................................................................................................

Denitions ............................................................................................................................................................................................. I

Suzuki Service Process Suzuki Way of Service ..................................................................................................... 1-28

Service / Parts Facility and Stafng Guidelines .......................................................................................................... 29-30

Facility Guidelines

StafngGuidelines

Service / Parts PC Requirements ....................................................................................................................................... 31-32

Essential Tools............................................................................................................................................................................ 33-48

Required Service Shop Equipment ................................................................................................................................... 49-50

Recommended Tools and Equipment .............................................................................................................................. 51-54

Service Support materials ..................................................................................................................................................... 55-57

TABLE OF CONTENTS


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Service Operations Guide Introduction and Table of Contents

Dealership must have tool or process

Suzuki suggested tool or process to best meetassociated need.

Suzuki suggested quantity or size, or variable process tobest meet associated need.

Dealership process required, or requirement.

Refers to required tool or piece of equipment.

DEFINITIONS

Required or Requirement

Recommended

Guideline

Standard

Essential


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Service Operations Guide Suzuki Service Process - Suzuki Way of Service

The Suzuki Way of Service describes the basic processesand procedures for operating a Suzuki dealership servicedepartment. Dealership Service Managers can evaluatecompliance with these processes by conducting a ServiceOperations Assessment.

Appointments will be available for all customers and set inaccordance with customers needs.

Customers are acknowledged immediately and ServiceAdvisors will begin to collect information within three minutes.

Service Advisors will courteously interpret, accuratelydocumentandconrmallserviceneeds.

All customers will be provided with accurate and completeestimates and provide their approval prior to start ofmaintenance or repair.

Alternative transportation will be offered to all customers.

Allvehicleswillbequalitycheckedtoensuretheyarexed

rightthersttime.

The dealerships service facility will be neat, clean, andaccommodating.

All vehicles will be ready when promised and customersnotiedwhentheirvehiclesareready.

ServiceAdvisorswillexplainallservicerepairsandcharges,

deliver customer vehicles, and discuss future service needswith the customer.

Customers will be contacted to ensure satisfaction within 48hours of the service visit

SUZUKI SERVICE PROCESS

Standard #1

Standard #2

Standard #3

Standard #4

Standard #5

Standard #6

Service Standards

Standard #7

Standard #8

Standard #9

Standard #10


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A. The customer contacts dealership to request serviceappointment

Appointments will be available for all customers and

set in accordance with customers needs.

B. The Service Advisor obtains customer name, vehicle identicationnumberand/orlicenseplatenumber

C. The Service Advisor reviews the dealership servicerecords to determine if owner is currently adealership customer

D. TheServiceAdvisorveriesthecustomerdata

currentlyonle:

Name Address/E-mail Home Telephone Work Telephone VIN Number Make and Model Mileage Service Contract

K. Ifcustomerdatadoesnotexist,theServiceAdvisor

will obtain customer information and create a serviceles.

Name Address /E-mail Phone Number Work Telephone VIN Number Make and Model Mileage Service Contract

E. The Service Advisor questions the customer to

determinethegeneralnatureofservicerequest:

Routine Maintenance? Repair Unknown? Warranty/Service Contract? Level of Urgency? Waiter? Comeback?

Process #1:

Appointment Process

Standard #1:


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F. The Service Advisor will verify if customers vehicle qualiesfor:

Recall?

Service Campaign? Open Incident Information?

Service Advisor can contact ASMC concerning recalls,

service campaigns.

G. The Service Advisor determines amount of additionalwork that will apply to customers vehicle as a result of

ASMC review.

M. The Service Advisor inquires if customer wants additionawork performed.

N. If the customer accepts, additional work is added toappointment schedule.

L. If the customer declines additional work, the Service Advisornotesdeclinedworkincustomerle.(R.O.)

H. The Service Advisor inquiries about customers need foralternative transportation and offers options.

I. The Service Advisor checks for shop availability todetermine customer options.

J. TheServiceAdvisorcheckswiththepartsdepartment(o

accessescomputer)tocheckpartsavailability.

Service Advisor will be able to check the availability of

parts associated with the service requested.

O. The Service Advisor inquires about the most likely partsrequired based on preliminary customer service request.

P. If parts availability is not an obstacle, the Service Advisor

provides customer with appointment options and anestimate of charges.

X. If parts availability limits appointment options, the ServiceAdvisor requests parts department to order needed partsThe Service Advisor will incorporate ordering times intoappointment options for customer.

Process #1:

Appointment Process

(continued)

System Support Required:



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Q. The Service Advisor logs the most acceptable/agreedappointment time for customer.

Provide the Service Advisor with the ability todetermine available times for customer appointments.

R. The Service Advisor calls the customer prior toappointment to offer an appointment reminder.

Provide the Service Advisor with customers

appointments for selected days.

S. The customer, upon being contacted by the Service Advisor,eitherconrmsorchangestheappointment.

Y. Ifthecustomerconrmstheappointment,theService Advisorupdatesthecustomerappointmentle.

T. The customer wants to change or cancel the

appointment, the Service Advisor attempts to reschedule.(ProceedtoeitherVorH.)

U. The customer either reschedules or is unwillingto reschedule.

V. If the customer is unwilling to reschedule, the ServiceAdvisor advises dispatcher/changes scheduling

le,informsthepartsdepartment,relievesalternative

transportation log, and updates customer databaseles.

W. For all customers unwilling to reschedule, the servicedepartment initiates a follow-up letter/survey torecapture customer interest.

Process #1:

Appointment Process

(continued)




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FollowUpProcess,

ServiceReminder

Customer

Requests

Appointment

Se

rviceAdvisor

Identifies

Customer

Current

Customer?

Appointment

Log

SystemSupport

Re

quired:DMS

SystemSupport

Required:DMS

S

ystemSupport

Require

d:LaborTimeGuide

SystemSupport

Required:DMS

System

Support

Require

d:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

ServiceAdvisor

Obtains

CustomerData

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

System

Support

Required

ServiceAdvisor

Verifiesand

ObtainsVehicle

Data

ServiceAdvisor

DeterminesClient

RequestandType

ofService

Repair/Maintenance

ServiceAdvisor

ChecksProduct

Recalls,

Campaigns,etc.

ServiceAdvisor

AddsDecline

Commentto

CustomerFile

ServiceAdvisor

AddsTo

App

ointment

Schedule

Additional

Work

Required?

Does

CustomerAccept

Ad

ditional

W

ork?

ServiceAdvisor

Reviews

Customer

Transportation

Needs

ServiceAdvisor

Dispatcher

VerifiesShop

Availability

Service

Advisor

Follow-up:

Reschedule

WorkIn

Progress:

Dispatcher

Sendsto

Sublet

ServiceAdvisor

ChecksParts

Availability

Reschedule?

ServiceAdvisor

ChangesShop

Time,

InformsParts,

ChangesSubstitute

Trans.,

Reschedules

andUpdates

Database

ServiceDepartment

A

ttemptsto

R

eschedule

CustomerConfirms

Appointment?

NoteConfirmation,

Reception,

Write-upsand

Estimates

Rec

eption,

Write

-upsand

Estimates

ServiceDepartment

Confirms

Appointment,

Provides

Listof

Appointm

entsto

SalesDept/BDCn

ServiceAdvisor

LogsThe

Appointment

ServiceAdvisor

ProvidesClient

W

ithAppointment

Optionsandan

Estimate

PartsAvailable?

PartsOrdering

Process

DeliveryProcess,

Update

MaintenanceLog

A

B

C

D

K

E

F

G

H

I

J

M

N

L

O

P

Q

R

S

T

U

V

X

Y

YY

Y

Y

Y

N

N

N

N

N

Appointm

ent-Process1


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A. Customer sets an appointment through theappointment process.

B. At set appointment date, customer arrives atdealership or is a no-show.

C. Customer arrives at dealership with an appointmentfor service.

J. If the customer does not arrive for a scheduledappointment, the Service Advisor checks shopavailability and recontacts the customer to scheduleanother appointment.

O. Service Advisor acknowledges customer upon arrivaland greets them in a timely fashion.

Customers are acknowledged immediately and

Service Advisors will begin to collect information

within three minutes.

E. Customer has arrived at the dealership at thescheduled appointment time or is late.

F. If customer has arrived on time, Service Advisor conrmscustomerandvehicleinformationand

veriesfromappointmentle.

L. If customer is late, Service Advisor checks shopavailability and determines if needed repairs can becompleted according to the customers needs.

P. Customer arrives at dealership for service withoutan appointment.

Q. Service Advisor acknowledges and greets thecustomer to determine the repairs needed.

Customers are acknowledged immediately and

Service Advisors will begin to collect informationwithin three minutes.

R. Service Advisor checks shop availability to determineif needed repairs can be completed according tocustomer need.

K. If shop scheduling cannot accommodate the repairsneeded, the Service Advisor schedules anotherappointment for repair with the customer.

Process #2:

Reception, Write-ups

and Estimates

Standard #2:

Standard #2:


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G. Service Advisor determines if the customer will require alternatetransportation:

Loaner Car

Rental Car Shuttle Van Taxi

Alternative transportation will be offered to all Customers.

M. If alternate transportation is required, the Service Advisormakes necessary arrangements for the customer.

H. Service Advisor conducts appropriate questioning withcustomer to determine the nature of the repairs beingrequested, and records accurately symptoms indicated

by customer. Service Advisor uses diagnostic worksheetas needed to assist in recording customer commentsfor technician.

(Future) hand held system to prompt Service Advisor

through the problem diagnostic process with

the customer

Service Advisors will courteously interpret, accurately

document and conrm all service needs.

The Service Advisor conducts a vehicle walk aroundinspection to record any damage to the vehicle anddetermine if additional work is required.

O. Service Advisor determines if additional repairsare needed.

S. If additional repairs or damage is observed, the ServiceAdvisor lists them on the R.O. and determines if thecustomer wants these items repaired.

N. The porter adds vehicle protection items to the

vehicle interior.

Floor Mats Seat Covers Steering Wheel Cover

T. Service Advisor determines if a test drive with the customerisneeded:

Drive ability NVH(Noise,Vibration,orHarshness)

Process #2:


and Estimates (continued)

Standard #5:

Standard #3:

System Support:


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CC. If a test drive is needed, the service technician roadtest, the vehicle with the customer to isolate thecustomers concern.

JJ. Service Advisor determines if additional diagnosistime will be required.

KK. If additional diagnosis time is needed, the ServiceAdvisor notes the requirements on the worksheet.

U. TheServiceAdvisorconrmspartsavailabilityfor

repairsidentiedonworksheetwithparts

department.

Parts locator function which allow parts person to

check other local dealership for parts availability.

V. Service Advisor determines if parts are available.

DD. If Service Advisor determines that parts are notavailable, repair completion time is adjusted ifneeded and communicated to customer.

II. If parts are not available, Service Advisor initiates partsspecialorderprocess:

W. Service Advisor completes estimate for all knownrepairs and provides to customer for approval.

X. Customer makes decision on approval of neededrepairs based upon estimate.

EE. If the customer does not approve all repairs as noted,the Service Advisor makes correction on R.O. worksheet to secure customer approval.

Y. If the customer approves the estimate for repairs, theService Advisor determines if the customer would liketheir car washed, and their used parts returned and

notes all preferences on the work sheet.

Z. Service Advisor completes the repair order, obtainscustomer signature and provides a copy tothe customer.

AA. Service Advisor determines if customer will requireany special attention or handling.

Process #2:



System Support:


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BB. Service Advisor advises dispatch of special needs suchas:

Comeback Waiter Emergency Repair Transient Owner

FF. ServiceAdvisorconrmsifthecustomerwillbewaiting

while vehicle is repaired.

The dealerships service facility will be neat, clean, and

accommodating.

GG. If the customer is not a waiter, Service Advisor providesthe customer with their transportation options.

JJ. Service Advisor sends repair order to dispatch.

LL. Porteridentiesvehicle,installsqualitycontrolmirrortag

and moves vehicle to service parking area.

Process #2:



Standard #7:


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SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupp

ort

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSuppo

rt

Required:DMS

SystemSupport

Required:R.O.

SystemSupport

Required:DMS

CustomerSets

Appointment

Customer

Arrives?

CustomerArrives

With

Appointment

CustomerArrives,

NoAppointment

TestDrive

Needed?

PartsAvailable?

ServiceAdvisor

AdjustsPromise

Time,

Communicatesto

Customer

ServiceAdvisor

ProvidesClient

Estimate

ServiceAdvisor

ModifiesRepair

Order-Notifies

PartsDepartment

ofChange

Customer

Approval

Granted?

PartsSpecial

OrderProcess

WorkIn

Progress-

Problem

Identification

TechnicianTest

Driveswith

Customer

Additional

Diagnosis

Needed?

ServiceAdvisor

NotesOn

RepairOrder

ServiceAdvisor

ConfirmsParts

Availabilityfor

Need

edRepairs

withParts

Counterperson

asA

ppropriate

Customer

Fullfilment

Process-

Appoin

tmentBased

PartsRequest

ServiceAdvisor

Acknowledges

andGreetsClient

ServiceAdvisor

Confirms

Customer

Information

Alternative

Transportation?

ServiceAdvisor

Secures/Arranges

forAlternative

Transportation

ServiceAdvisor

Conducts

Appropriate

Customer

Questioning

ServiceAdvisor

Conducts

Walkaround

Inspection

ServiceAdvisor

NotesCustomer

Preferences

ServiceAdvisor

NotesCustomer

Preferencesfor

CarWash,Save

OldParts

Serv

iceAdvisor

Prin

tsR.O.and

ObtainsClient

Sign

ature,Copy

T

oClient

ServiceAdvisor

Informs

Dispatcherof

SpecialNeeds

Service

Advisor

DirectsClient

to

Transportation

ServiceAdvisor

SendsRepair

Orderto

Dispatcher

Porter

MovesVehicleto

ServiceParkingan

d

RecordsParking

Location

CustomerWait?

SpecialHandling

Request?

PorterAdds

FloorMats

andProtection

Items

Additional

WorkRequired?

Comple

teing

Paperworkand

ServiceDelivery:

Uncorre

cted

Proble

ms

ServiceAdvisor

Acknowledges

andGreets

Customer

ClientonTime?

Shop

Availability?

Shop

Availability?

Serivce

Advisor

Reschedules

CheckAvailability

andReschedule

Appointment

Process

Appointment

Process

R.O

R.O

Repair

Order

QualityControl

MirriorTag

R.O

A

B

J P

QC

D

K

R

L

E

F

G

H

M

N

O

S

T

CC

HH

IIDD

EE

FF

GG

JJ

LL

KK

U

V

W

X

Y

Z

AA

BB

I

Y

Y

Y

Y

Y

Y

Y

Y

Y

Y

Y

Y

NN

N

N

N

N

N

N

N

N

N

N

Reception,Write-Up,andEstimate-Process2


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A. Upon the customers arrival, reception, write up andauthorization to perform repairs, the vehicle is made

availableforservice.TheServiceAdvisornotiesthe

Dispatcher of vehicle availability and current location for shopscheduling(ProceedtoStepB).

B. The Dispatcher will use a set of priority rules to

determine the order in which jobs are dispatched to technicians.(Seeforprioritydetails).(ProceedtoStepC)

Dispatcher maintains all Repair Orders on a service log or

dispatch system.

DMS

C. The Dispatcher will utilize an established process to

assignjobsonthebasisofatechniciansqualications.The dealership will assign a skill level for all of their

technicians.Guidelinesforskilllevelsinclude:

Experience

Training ASECertication

This step can be performed by the Dispatcher/Service Advisor/LeadTechnician(ProceedtoStepD).

TBD

D. The Dispatcher reviews the need for sublet repairs. Factorstoconsiderinclude:

Does the facility have the required equipment to

perform the needed repair?

Does the facility have the personnel needed to performtherepair(ProceedtostepEorG).

E. Dispatcher establishes and maintains the repair priority

sequencefor:

Waiters Emergencies Carry-Overs Comebacks Appointments

CasualDrive-Ins(ProceedtoStepForJ)

TBD

Process #3:

Work In Progress

Best Practice:

System Support:

System Support:

System Support:


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F. Upon determination of repair priority and jobthe Dispatcher assigns the highest priority jobs to the

appropriatetechniciansinanexpeditedsequenceby

enteringthetechnicianIDnumberinthetecheld

on the job line via the on-line status trackingworksheet. The Dispatcher can also re-prioritize anyjob in a technicians queue or reassign techniciansbased upon subsequent work load or other reasons.

ThisisdoneviatheuseofanOn-line*JobControl

Process.(ProceedtoStepK):

Job Control File

The computer traps all time and cost informationnecessary for productivity reports, and then formats

thesereportsforservicemanagerorbusinessofce

call-up.

The work-in-process function and worksheet recordswill fully integrate with the In-dealership Accounting

Systemsuchthatwork-in-process(openworksheet),

information can be obtained at any point in time.

G. If vehicle repairs cannot be performed by thedealership, then the vehicle is dispatched to asublet facility for repairs. It is recommended thata prior appointment be set with the sublet facility

andinclude:

Jobcompletiontimeestimate

Jobcostingestimate

Jobpricingestimate

Jobleadtimeneeded

Applicablecoding(ifany)

Consider alternate sources ifcommitments cannot be met

ServiceAdvisorname(ProceedtoStepH)

The Dispatcher monitors sublet job status to support

customer promise times.

TBD

Process #3:

Work In Progress (continued)

System Support:

Best Practice:

System Support:


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H. When the technician moves the vehicle to his stall, thetechnician will update the computer indicating the

vehiclesnewlocation.(ProceedtoStepI)

Job Status Process (as described in Step F)

The technician clocks on to the RO. when he receivesthe car in his stall. The computer automatically updates

boththerepairordercontrolandthejobcontrollesto

reectthattheworkorderisnotinprocess. (ProceedtoStepS)


J. Upondeterminationofrepairpriorityandjobcomplexity

the Dispatcher assigns the standard priority jobs to theappropriate technicians by entering the technician I D

numberinthetecheldonthejoblineviatheon-

line status tracking worksheet. The Dispatcher can alsore-prioritize any job in a technicians queue or reassigntechnicians based upon subsequent workload or other

reasons.Thisisdoneviatheuseofanon-lineJob

StatusProcess.(ProceedtoStepK)


K. The computer releases only repair at a time to atechnician. Technician must take each repair order in thesequence it has been released. If more than onetechnician is to work on a vehicle, the computer checksto make sure that no two technicians are assigned to avehicle at the same time.

The Dispatcher will also have the ability to manuallyqueue repairs as conditions and customer needs change

(ProceedtoStepH).

TBD

The Dispatcher will be responsible to periodically checkthe status of each repair order in process, repair ordersin queue and repair orders completed, on command. The

systemwillalerttheDispatcherofanyjobthat:

Is in danger of missing a promise time

Is in danger of missing a promise time

Will miss promise time

Process #3:


System Support:

System Support:

System Support:

System Support:


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L. If the service requirements or customer complaintsare not evident on the basis of a static evaluation, thetechnician will perform a test drive to verify the repair

needsviaadynamicevaluation.(ReturntoStepM)

M. Wasthecustomerscomplaintveried?(Proceedto

StepNorT).

N. Iftheproblemcouldnotbeidentied,thetechnicianshould consult with Service Advisor to obtain

additionalclarication.(ProceedtoStep0)

O. Wasthecomplaintveriedbythetechnicianwiththis

additionalinformation?(ProceedtoStepPorT)

P. Iftheproblemstillcannotbeveried,theService

Advisor should now contact the customer for additionalinformation.(ProceedtoStepQ)

Q. Cantheproblemnowbeveriedbythetechnician?

(ProceedtoStepRorT)

R. Ifthecustomersymptomcannotbeveried,referto

technician drives car with the customer in thewrite-up process.

S. Immediately after the technician clocks onto the job,he will review the repair order and perform astationary evaluation of the vehicle. This evaluationdetermines whether the service requirements orcustomer complaints are evident.

(ProceedtoStepLorT)

R. O. and diagnostic check sheet.

T. Before the completion of the customers requestedthe technician should perform a series of inspectionsto insure that the vehicle is performing to factory

specications.Theresultsoftheseinspections

should be communicated with the customer prior tocompleting their requested repairs.

(ProceedtoStepsUandX)

R.O. and Standard inspection check sheet.

Technicians will conduct Multi- Point Vehicle

Inspections on all vehicles in for repair, and notify

Service Advisor of any additional maintenance or

repairs required.

Process #3:


System Support:

Best Practice:

System Requirement:


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U. Followingvericationoftheserviceneedsanda

thorough vehicle inspection, the technician determinesif diagnosis is required to identify the cause of the

customercomplaint.(ProceedtoStepVorY).

V. During the repair of a customers vehicle the technicianwill obtain the needed tools, information and supportrequired to diagnose the cause of the customer

complaint.(ProceedtoStepZ)

Scan Tool

W. Upon completion of the general vehicle inspection, if noadditional work is necessary, the technician will log these

ndingsontotherepairordersotheServiceAdvisorcan

explainthemtothecustomer.(ReturntoStepU).

R.O.

X. Followingvericationoftheserviceneeds,anda

thorough vehicle inspection, the technician may or maynot identify additional work which should be performed. Ifadditional work is required, the technician informs the

ServiceAdvisor,(StepCC)toobtainauthorizationforthe

additionalwork.(ProceedtoStepUorW).

Y. The technician determines what additional resources

might be required such as parts, sublet work, etc. Inaddition the technician will also check for partsavailability. This information will be captured on the R.O.

anddiscussedwiththeServiceAdvisor.(ProceedtoBB)

EPC

Z. In the event that a vehicle needs diagnosis, a fully deneddiagnosticprocesswouldbeimplemented.

The Technician will complete the diagnostic procedure anddeterminewhatpartsareneeded(ifany).

(ProceedtoStepY)

EPC

AA. If the customer declines additional work, the Service AdvisormodiestheRO.byaddingcommentswhich

statethattheworkwasdeclined.(ProceedtoHH)

R.O.

Process #3:



System Support:

System Support:

System Support:

System Support:


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BB.IfadditionalworkwasidentiedinStepX,thetechnician

needs to obtain authorization from the Service Advisor beforeproceedingwithrepairs.(ProceedtoStepCCorII)

CC. ThetechniciannotiestheServiceAdvisorofanyadditional work or obstacles to completing the job asscheduled. The Technician enters the reason for delay

intothecomputer.Thisnoticationshouldincludelabor

operations, materials, and parts involved. The technician doesNOTperformanyworkuntilauthorized.(Proceedto

StepDD)

TBD

R.O.

DD.Uponreceivingnoticationfromthetechnicianthatadditional work is needed, and prior to contacting thecustomer for repair authorization, estimates, promise/time and customer options must be assembled. TheService Advisor enters the new information so that thecomputer can realign the technicians queue and updatethe promise time and dollar estimate. The Service

Advisorthencallsthecustomerforapproval.(Proceedto

StepEE)

EE. The Service Advisor determines whether the customerhas any other repair items which need to be addressed,in addition to the one which has not been authorized, anddiscusses them with the customer. The customer makesthe decision whether to complete any remaining repairsin addition to the one that he/she did not authorize.

(ProceedtoAAorFF)

FF. The Service Advisor and customer will determine whetherthe additional repairs can be completed on the same visitor whether a new appointment must be scheduled.

(ProceedtoStepGGorHH)

GG. If a new appointment is needed to perform customer-authorized additional work, the Service Advisor will offerthe customer a range of appointment times to ensure thatthe repair can be performed at the customers

convenience.(Tiestoappointmentprocess).

TBD

Process #3:


System Support:

System Support:

System Support:


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HH. The Service Advisor must gain authorization for the workbefore parts & labor can be charged to the repair order.The technician must receive authorization from the

ServiceAdvisortoproceed.(ProceedtoStepII)

II. If additional authorization is not required, or authorizationhas been obtained for additional repairs which do notrequire a new appointment, the technician proceeds withthe acquisition of the needed parts by requesting the

partsfromthePartsCounterperson.(ProceedtoStepJJ

JJ. Are the parts which the technician needs to perform

authorized repairs available? (ProceedtoStepKKorMM)

KK. Parts are not available. At this point the technician willinform the Service Advisor that the job is on hold awaitingparts availability and clocks off the job. At this point thetechnician is free to begin another repair while waiting for

parts.(ProceedtoStepLL)

LL. Service Advisor communicates parts timing with thecustomer, after the parts order process timing has been

established.(ProceedtoPartsOrderProcess)

MM. If the required parts are available, the Parts department givesthepartstothetechnician.(ProceedtoStepNN).

NN. TheworksheetleisupdatedbythePartsdepartment

with the appropriate parts information via the in- dealershipsystem,billingthepartstotheR.O.(Proceed

toStep00)

R.O.

OO. The technician works on car and completes the repair. (TiesintoVehicleServiceandQualityControlProcess)

Process #3:


System Support:


22/628


SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

(Prioritized

JobStack)

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

System

Support

Required:DMS

SystemSupport

Required

SystemSupport

Required

SystemSupport

Required:DMS

SystemSupport

Required:DMS

System

Support

Require

d:DMS

SystemSupport

Required:DMS

ByTechnician(s)

SystemSupport

Required:DMS

SystemSupport

Required:DMS

Reception,

Write-ups,and

Estimates

Completing

Paperwork

&ServiceDelivery;

Comeback,

Drivabilityor

NVHissue

Dispatcher

Accesses

RepairPriority

Dispatcher

Accesses

Repair

Complexity

IsASublet

Required?

DispatchPriority?

Dispatcher

AssignsRepair-

TopSequence

Dispatcher

Dispatchesto

Sublet

Dispatcher

Dispatchesto

Technician

Technician

RecordsVehicle

Movement

Technician

ClocksJobon

System

Technician

TestDrivesCar

VerifyService

Requirements/

ComplaintsWithout

TestDrive?

Technician

Performs

Inspection

NoteFindings

AdditionalWork

Required?

Diagnosis

Required?

Technician

Obtains

Information/Tools

Required

ForDiagnosis

Technician

ChecksParts

Availabilityand

DeterminesOrder

Requirements

Authorization

Required?

Authorization

G

iven?

New

Appointment

Required?

Appointment

Process

ServiceAdvisor

N

otifies

Tec

hnician

Technician

InformsService

Advisor

ServiceAdvisor

Obtains

Authorization

UpdatePromise

TimeUpdate

Estimate

ServiceAdvisor

NotesWork

Declin

esonR.O.

Technician

ObtainsParts

PartsAvailable?

TechnicianClocks

OffSystem

andNotifies

ServiceAdvisor

TechnicianPicks

UpParts

Repair

Order

Repair

Order

RepairOrder

orScreen

Diagnostic

Checksheet

Repair

Order

ShopManual,Service

Bulletins/Advisories

ScanTool,etc.

PartsDepartment

UpdatesR.O.

Technician

Repairs

Vehicle

PartsOrder

Process

Technician

Performs

Diagnosisand

D

eterminesParts

Requirement

Problem

Identified?

Problem

Identified?

Problem

Identified?

Technician

Consults

withService

AdvisortoClarify

Service

Requirements

ServiceAdvisor

Contacts

Customer

toClarify/Obtain

Additional

Information

Reception,

Estimate,and

Write-up

TechnicianTest

DrivesVehicle

WithCustomer

Dispatcher

AssignsRepair-

Regular

Sequence

A

B

C

D

E

F

K

H

I

J

L

S

W

X

Y

Z

BB

CC

II

JJ

KK

MM

N

N

LL

OO

DD

EE

FF

HH

AA

GG

M

T

U

V

N

O

P

Q

R

G

Y

Y

Y

Y

Y Y

Y

Y

YY

Y

N

N

N

N

N

N

N

NN

N

WorkinProcess-Process3


23/62


A. Following problem diagnosis and parts acquisition, andupon commencement of the repair process, the vehicle

owtransitionsfromWork-in-ProcesstotheVehicle

ServiceandQualityControlPhase.(ProceedtoStepB)

B. Thetechniciancompletestherepair.(ProceedtoStepC)C. Followingrepaircompletion,thetechnicianwillenternal

repair descriptions, closing out the repair transaction and shiftingfromworkinprocessstatustoQualityControl

tracking.(ProceedtoStepE)

The technician will write a legible, detailed description

of what was inspected, repaired, and/or replaced on the

repair order.

R.O.

The computer traps all time and cost informationnecessary for productivity reports, and then formats

thesereportsfortheServiceManagerorbusinessofce

follow-up.

The work-in-process function and worksheet records willfully integrate with the in-dealership accounting system

suchthatwork-in-process(openR.O.),informationcan

be obtained at any point in time.

D. At this point, vehicles which were dispatched to subletfacilities are returned to the dealers service department.The Service Advisor or his designate will evaluate thevehicle to determine if the repair was performedsatisfactorily. If not, the vehicle will be returned to the

subletshopforcorrectiveaction.(ProceedtoStepE)

E. Ifthecustomercomplaint,TechnicianexperienceorService Advisor comments dictate that the car be testdriven, then the technician does so.

(ProceedtoStepIorF)

The technician will perform a road test on all services

which impact drive ability and handling prior to beginning

diagnosis or repair, to conrm incident resolution (for

example, hesitation/stalling, vibration, noise, alignment/

pulling, etc.)

Process #4:

Vehicle Service and

Quality Control

System Support:

Best Practice:

System Support:


24/620


F. Technicianconrmsproperoperationofrepaired

components to determine if the vehicle is functioningnormally. This may include performing a function

testonnon-driveabilityservicestoconrmoperation

ofcomponentsorsystems(forexample,radio,

heating&A/C,powerlock,sunroof,etc.)Hewill

also verify that all work is performed as requested onthe vehicles repair order and perform a visualinspection on maintenance or replacement services

(forexample,ensureallclamps,caps,andother

fastenersaresecuredproperly).

Meetingacustomersserviceexpectationsmeans

xingtheproblemrightthersttime.Assuch,both

the Technician and Service Advisor/Shop Foreman havearoleinqualitycontrol.(ProceedtoStepG)

G. Did the vehicle pass the quality control inspection? (Ifyes,proceedtoStepJ.Ifnot,proceedtoStepH.)

H. If the vehicle didnt pass inspection it is returned toa technician. The system will prompt managementas to what direction should be taken, i.e., assignto original technician or reassign to adifferent technician.

TheQualityControlfunctionshouldallowforQ&A

of the worksheet for additional work. The system shouldcaptureQC-OKaspartofrecordsclose-out.

IfthevehiclefailsaQualityControlinspectiontwice, the procedural manual should state that

managementmustbeconsultedastothenextstep, i.e., review bulletins,contact Techline, etc.

(ProceedtoWork-In-ProcessDiagnosis)

If a test drive is required following repair completion, thetechnicianlogstheentryintotheJobStatus

Worksheet and performs the test drive.

(ProceedtoStepF)

Job Status Process (as described in Step C)

J. A mirror tag will be utilized which contains space for threesignatures:Technician,QualityControl

individual, and Service Advisor.

Process #4:

Vehicle Service and

Quality Control (continued)

System Support:


25/62


J. If the vehicle repair has been completed satisfactorily,the person performing the quality control inspection

completestheQualityControldocumentandupdates

thesystemindicatingthattheQCcheckwasperformed

(ProceedtoStepK)

A mirror hanger tag or similar instrument is utilized for all

repairs. This acknowledges the performance of a Quality

Control Check.

K. Whether or not a repair is a warranty repair has an impactonthedispositionoftheoldparts.(Proceedto

StepLorS)

L. The technician will return all parts replaced underwarranty to the Parts Department for parts return

warrantypurposes.(ProceedtoStepM)

M. ThetechnicianclocksofftheR.O.whenhehasnished

thework.(ProceedtoStepN)

Job Status Process (as described in Step C.)

N. After the technician logs off the repair, he delivers thepaperwork(R.O.Hardcopy,checksheet,etc.)to

theDispatcherasnoticationthattherepairis

completed.(ProceedtoStep0)

O. If the vehicle is to be washed, the technician will give thekeys or the vehicle to the porter who will be responsiblefor washing the vehicle. At this point, the techniciansassociation with the vehicle ends and he/she is free to

clockontothenextrepair.(ProceedtoStepQ)

Each vehicle is inspected to remove dirt or smudges

created during the repair process are removed.

P. Thevehicleexterioriscleaned(ifapprovalisgiven).A

wash or no-wash record was logged on the computer at

appointmentorreception.(Ifapprovalisgiven,proceed toStepP.Ifnoapprovalisgiven,proceedtoStepV)

Q. Upon receipt of the customers vehicle from theTechnician, the porter washes the vehicle in accordancewith the customers wishes, taking care to remove anygrease marks or soilage which may have occurred duringthe repair procedure. The porter also inspects the interiorand cleans any soilage that might have occurred.

(ProceedtoStepR)

Process #4:

Vehicle Service and


System Support:

Best Practice:

System Support:


26/62


R. After the porter cleans the vehicle, he moves thevehicle to the designated staging area to await the

customersarrival.Heidentiesthelocationofthe

vehicle via the online status tracking system.

(ProceedtoStepV)

Job Status Process (as described in Step C)

S. If the repairs performed were not covered by warranty,the Technician will determine, via the R.O., if thecustomer requested his/her old parts returned.

(ProceedtoStepsTorU)

T. If the customer requested return of his/her old parts,the technician will pack the parts in appropriatecontainer and place them in the vehicle cargo area

for presentation to the customer upon his/her return.Care must be taken so that the old parts do not soilany portion of the customers vehicle.

(ProceedtoStepM)

U. If the customer did not request that old partsbe returned, the technician will discard the old parts

uponcompletionoftheQCdocuments.Partsshouldbe disposed using appropriate or designated disposal

methods.(ProceedtoStepM)

V. After parking the customers vehicle and identifyingits location, the porter returns the keys and all thepaperwork to the Dispatcher to initiate the close out

oftherepair.(ProceedtoStepW)

Job Status Process (as described in Step C) To

indicate the vehicles location on-line, the Dispatcher,

(Upon receipt of the keys from the porter, must log

this information into the computer).

W. Upon return of the vehicle to dispatch, the Dispatcherwill notify the Service Advisor that the customer may

becontacted.(ProceedtoStepX)X. UponreceivingnoticationfromtheDispatcher,

the Service Advisor initiates the paperworkcompletion and customer contact process.

(ProceedtoCompletingPaperworkandService

DeliveryProcess)

Process #4:

Vehicle Service and


System Support:

System Support:


27/62


Sys

tem

Support

Requ

ire

d:

DMS

Sys

tem

Support

Requ

ire

d:

DMS

Sys

tem

Support

Requ

ire

d:

DMS

Sys

tem

Support

Requ

ire

d:

DMS

Sys

tem

Support

Require

d:

DMS

Work

InProgress

Work

InProgress:

Sub

let

Tes

tDrive

Requ

ire

d?

Pass

?

Work

In

Progress:

Diagnos

is

Tec

hn

ician

Up

da

tes

Sys

tem

Tec

hn

ician

Performs

Qua

lity

Con

tro

lChec

k

Visu

la,

Static,

Dynam

ic

Tec

hn

ician

Comp

letes

Repa

irs

Mirror

Hanger

Warran

ty?

Cus

tomer

Wan

ts

Parts

?

Tec

hn

ician

Pac

ks

OldPartsan

d

Re

turns

With

Ve

hicle

Tec

hn

ician

Re

turns

OldParts

toParts

Departmen

t

Tec

hn

ician

Logs

OffRepa

ir

Tec

hn

ician

Ta

kes

The

R.O.

Hard

Copy

to

Dispa

tch

Tec

hn

ician

De

livers

Car

to

Porter

Was

hVe

hicle?

Porter

Was

hes

Ve

hicle

Porter

Parks

Car

an

dIden

tifies

Loca

tion

Porter

Re

turns

Keys

an

dPaperwork

toDispa

tcher

Dispa

tcher

No

tifies

Servic

eAdv

isor

Comp

leting

Paperowrkan

d

Serv

ice

De

livery

Repa

ir

Order

Tec

hn

ician

Discards

Parts

Tec

hn

ician

Comp

letes

an

dSigns

Qua

lity

Con

tro

l

Documen

ts

an

dUp

da

tes

Sys

tem

Spec

ial

Too

ls

Tec

hn

ician

Documen

tsWork

Comp

leted:

Cause

Comp

laint,

Correc

tion

A

B

C

D

E

F

G

H

I

J

K

L

M

N

O

P

Q

R

S

T

U

V

W

X

Y

Y

Y

Y

Y

N

N

N

N

N

VehicleServiceandQualityControl-Process4


28/624


A. Vehiclerepairscompleted.Qualitycheckscompleted.

B. The Service Advisor reviews, recaps, and reconcilesthe Repair Order with the invoice.

C. The Service Advisor prints the invoice.

D. Based upon repairs completed, the Service Advisorpulls the customers maintenance book out of

thegloveboxandllsintheappropriatecompleted

maintenance section.

All vehicles will be ready when promised and

Customers notied when their vehicles are ready.

F. Service Advisor telephones and advises the customer

ofthenalrepaircostsandexplainswhathasbeencompleted and the results of the repairs. The Service

Advisorconrmsthepickuptimesandremindsthe

customer of the rental car procedures.

E. Service Advisor checks to see that the technician has signed,completedandproperlyattachedtheQ.C

mirror tag to the customers vehicle.

G. If the customer does not arrive on time or within anhour of pre-agreed time, the Service Advisor calls thecustomer. This is especially critical if the loan/rentalcar is going to another customer.

K. If the customer cannot deliver or pick up vehicle.Service Advisor adjusts the loan car log and theservice delivery schedule.

H. The customer arrives at dealership and is greeted bythe Service Advisor.

I. Was the customer provided with a loan orrental vehicle?

J. The Service Advisor checks car for mileage, conditionand helps the customer remove personal items.

Process #5:

Completing Paperwork

and Service Delivery

Standard #8:


29/62


L. The Service Advisor offers to review the R.O. in detail.The Service Advisor discusses what was done, the costand how this compares to the estimate. The Service

Adjustor discusses maintenance book up dates and

points out upcoming maintenance requirements.

Service Advisors will explain all service repairs and

charges, deliver Customer vehicles, and discuss future

service needs with the Customer.

M. The Service Advisor determines if the customer wouldlike to road test the vehicle.

N. After reviewing the repair order, the Service Advisor escortsthecustomertothecashiersofce.

O. Service Advisor advises the porter to bring thecustomers car forward for customer delivery.

P. The Service Advisor delivers the unit to the customer as hereturnsfromthecashiersofce.

Q. Before the customer enters the vehicle, the ServiceAdvisor removes all protective items.

R. The Service Advisor advises the customer that the usedparts have been placed into the trunk as requested.

S. The customer leaves.

T. If the customer wants to go on a test drive, the porterretrieves the customers vehicle.

U. The Service Advisor accompanies the customer on a short testdriveofferingdetailedexplanationofthe

work completed.

V. The Service Advisor asks the customer if the problemhas been resolved

W. If the problem has been resolved, the Service Advisordirects the customer to the cashier.

X. If the problem has not been resolved, the Service Advisormakes arrangements to secure alternate transportation ifneeded, and reschedule the repair date.

Process #5:

Completing Paperwork

and Service Delivery

(continued)Standard #9:


30/62


VehicleService

andQuality

Control

ServiceAdvisor

ReviewsRepair

Orderand

Reconcileswith

Invoice

ServiceAdvisor

PrintsInvoice

ServiceAdvisor

Updates

Customer

MaintenanceLog

Maintenance

Book

SystemSupport

Required:DMS

SystemSupport

Required:DMS

SystemSupport

Required:DMS

QualityControl

MirrorTag

ServiceAdvisor

Con

firmsQC

MirrorTag

isC

omplete

andSigned

ServiceAdvisor

CallsCustomer

withTotal

RepairCost

andConfirms

ServiceDelivery

Time

Will

Customer

Arrive

onTime?

ServiceAdvisor

GreetsCustomer

Loan/Rental

CarReturn?

ServiceAdvisor

ChecksinCar

ServiceAdvisor

ExplainsRepairs

toCustomer

Customer

Leaves

ReturnOldParts

AsRequested

RemoveService

Protection

SeatCover

andFloorMats

ServiceAdvisor

DeliversVehicle

Washedin

Accordancewith

Customers

Authorization

PorterRetrieves

Customers

Vehicle

ServiceAdvisor

EscortsCustomer

toCashier

IstheRepair

aComeback,

Driveability

,

orNVHProblem?

PorterRetrieves

ClientsVehicle

ServiceAdvisorPerforms

RoadTestwith

CustomertoDemonstrate

ThatProblemHas

BeenCorrected

Vehicle

Problem

Corrected?

ServiceAdvisor

EscortsCustomer

toCashier

WorkInProgress

ServiceAdvisor

Reschedules

andAdjusts

LoanCar/RentalC

ar

LogifApplicable

A

B

C

D

E

F

G

H

I

J

L

K

M

N

O

P

Q

R

S

T

U

V X

W

Y

Y

Y

Y

N

N

N

N

CompletingPaperwork

andServiceDelivery-Proces

s5


31/62


A. TheBusinessofceroutescopiesofrepairordersto

each Service Advisor.

B. The Service Advisor will then mail thank you cards

or letters to each service customer thanking them for thebusiness and opportunity to serve.

C. The Service Advisor follows up each service visit with atelephone call.

Customers will be contacted to ensure satisfaction Within

48 hours of the service visit.

D. The Service Advisor asks the customer if they are satisedwiththeirrecentserviceexperience.

E. Ifthecustomersexperiencewasgood,theService Advisorthanksthecustomer,advisesthemoftheirnext

service interval, and informs them that the dealership willbe sending a service reminder.

F. If the customer had an unacceptable service experience,theServiceAdvisorinquiresiftherepair

problem has been resolved.

H. Iftheproblemhasnotbeenxed,oriftherearenewproblems, the Service Advisor apologizes and offers toreschedule for correction.

G. If the problem is not repair related, the Service Advisorasks the cause and them commits to appropriate

action(s)thatwillmeetcustomerexpectation.

Process #6:

Service Advisor Follow-up

Standard #10:


32/628


BusinessOffice

RoutesCopyof

CompletedRepair

Orderto

Respective

ServiceAdvisor

ServiceAdvisor

MailsThankYou

CardtoCustomer

ServiceAdvisor

CallsCustome

r

AboutMost

RecentServic

e

Experience

Good

Experience?

ServiceAdvisor

ThanksCustomer

andAdvises

ThemThatThey

WillReceive

Service

Reminders

Appointment

Process

ServiceReminder

Communication

Advisor

Probes,

Commitsto

Corrective

Review

IsThere

AProblemWith

TheVehicle?

ServiceAdvisor

Offersto

Reschedule

toCorrection

A

B

C

E

D

F

G

H

Y

Y

N

N

ServiceAdviso

rFollow-Up-Process6


33/62

Service Operations Guide Service / Parts Facility and Stafng Guidelines

The facility, personnel and equipment quantities and square

footages listed below are based on annual Suzuki Dealershipnewvehiclesalesplanningvolumes,(PV).ThisPVisclassiedinto Tiers based on a pre-determined range of new Suzukisales,seebelow:

Tier = PV

This Section can be used as a survey checklist for new or

buy/sell dealers.

SERVICE/PARTS FACILITY AND

STAFFING GUIDELINES

Planning Volume(s) PV

CATAGORY ITEM

YES/NO

OR

QTY/SIZE GUIDE

Service Center Service Stalls

Service Stall

ServiceAdvisor(s)/

Stalls

Service AdvisorsStall

Service Write-UpDrive

Service DirectionalSign

Qty

Sq. Ft.

Qty

Sq. Ft.

Qty

Qty

Tier , to Stalls w/ LiftsTier , to 8 Stalls w/LiftsTier , 8 to Stalls w/LiftsTier 4, to Stalls w/Lifts(Minimum2Stallsw/liftforTier1,required)

00 sq. ft. minimum per stall.(15ft.widex20ft.deep)

Tier , Advisor w/StallTier , Advisors w/StallsTier , Advisors w/StallsTier 4, 4 Advisors w/Stalls

Sq. Ft. each minimum

Tier , Write-up DriveTier , or Write-up DrivesTier & 4, Write-up Drives

Service Direction Sign, all Tiers

Note:


34/620

Service Operations Guide Service / Parts Facility and Stafng Guidelines

CATAGORY ITEM

YES/NO

OR

QTY/SIZE GUIDE

Service Center

PartsDepartment

Service/PartsDepartment Staff

Service ManagerOfce

Customer ParkingSpaces

Service CustomerLounge

Parts Storage FloorSpace

PartsMgr.Ofce

Parts Retail CounterSpace

Technician PartsCounter Space

Dedicated DeliveryDD

Service Manager

Service Advisor

Service Technicians

Service TechnicianTraining

Parts Manager

Sq. Ft.

Qty

Sq. Ft.

Sq. Ft.

Sq. Ft.

Sq. Ft.

Sq. Ft.

Sq. Ft.

Y/N

Qty

Qty

Y/N

Y/N

1ServiceManagersofceallTiers,

(120sq.ft.minimum)

Tier , Tier , 0Tier , Tier 4, 40

Tier & , 40 sq. ft.Tier & 4, 400 sq. ft.

sq. ft per service stall

AllTiers,1PartsManagerofceallTiers,

(105sq.ft.minimum)

(50sq.ftminimum).

(50sq.ftminimum).

ShippingandreceivingDD(90sq.ft).

Service Manager, may handle other models.(maybedualed)

Tier1&2, 1ExclusiveServiceAdvisor

Tier3, 3ServiceAdvisors(1Exclusive)

Tier4,, 4ServiceAdvisors(maybedualed)

Servicestallratiosis0.5to1x1

(minimumtwoTechniciansforTier1required)

Technicians must have obtained at least Suzuki BronzeCertication.

(Within6monthsfornewdealerstartup.)

Parts Manager(maybedualed)

SERVICE/PARTS FACILITY AND

STAFFING GUIDELINES

(continued)


35/62

Service Operations Guide Service / Parts PC Requirements

Suzuki dealership Parts and Service operations have twodifferent types of Minimum PC requirements.

1. Suzuki Connect dealer communication system for allbusiness applications such as; warranty processing,parts ordering, technical information, etc.

2. TISWEB and Pass-Through in-shop PC, for productdiagnosis and on-board ECM reprogramming applications

PC with Suzuki Connect capabilities located in; Parts

Department, Service Ofce and one at each Service

Advisor Station.

SERVICE and PARTS Minimum

PC Requirements

Suzuki Connect PC Application

SUZUKI DEALERSHIP

CPU

Hard Drive

Internet

Monitor

Operating System

Video

_____

_____

_____

_____

_____

_____

ClockSpeed:2GHzorgreater

Memory:XP512MBRAMorgreater

VISTA:2GBRAMorgreater

HardDisk:Minimum500MBfreespace(forsoftware

Install)

InternetExplorer6.0(8.0Recommended)

HighSpeedInternetConnection(DSL,CableModem,

T1)

Ethernet Network Card

17SVGAColorMonitororgreater(forEPC)

1024x768ScreenResolution(highest(32bit)orTrue

Color)

WindowsXPProfessionalorVistaBusiness/Ultimate

AdobeAcrobatReader6.0(8.0Recommended)

3DAcceleratorCard/w128MBVideoRAM(Requiredfor

Vista)

FEATURE YES/NOSPECIFICATION

Suzuki Connect PC Specication


36/62

Service Operations Guide Service / Parts PC Requirements

High Speed Internet Access for TISWEB and PitstopConnectivity.

HardwareRequirements:PC,Monitor,Printer

combination. PortableInservicebaycapability,(Roll aroundcartrecommended).

IN-SHOP PC Application

CPU

Hard Drive

RAM

Video Memory

Optical Drive(CD-ROM/DVD)

Communication

Ports

Network Adapter

Operating System

Internet Browser

JavaRuntime

Environment

Anti-VirusSoftware

_____

_____

_____

_____

_____

_____

_____

_____

_____

_____

_____

FEATURE YES/NODESKTOP SPECIFICATION

In-Shop PC Specication

YES/NOLAPTOP SPECIFICATION

_____

_____

_____

_____

_____

_____

_____

_____

_____

_____

_____

Intel Pentium 4, . GHz or

higher

0GB ATA or higher

MB SDRAM or Higher

MB RAM or Higher

40X/16XCD/DVDcombodrive

USB .0/.0 Ports, Parallel,

Serial *Integrated PCI or ISA EthernetNetwork Interface Card0/00/000

Microsoft Windows 000ProfessionalSP4orXP

Professional SP

InternetExplorer6.0SP1or Higher

.4. or later

Current version of commerciallyavailable virus protection

Intel Pentium M/Centrino .

GHz or higher

0GB ATA or higher

MB SDRAM or Higher

MB RAM or Higher

CD/DVD combo drive

USB .0/.0 Ports, Parallel,

Serial, Type II PCMCIA Slot

NIC Ethernet Integrated0/00/000*Wireless NIC optional

Microsoft Windows 000ProfessionalSP4orXP

Professional SP

InternetExplorer6.0SP1or Higher

.4. or later

Current version of commerciallyavailable virus protection

* USB to Serial Port Adapter May Be Purchased if PC Does Not Include RS Serial Port.


37/62

Service Operations Guide Essential Tools

Essential tools are required; dealerships must order as partof appointment process. Added tools will be automaticallyshipped and billed to the non-vehicle account.

ESSENTIAL TOOLS

IMAGE DESCRIPTIONITEM NUMBER YES/NOMODEL

00-00

0-0

0-8

0-0

0-00

0-0

0-0

0-0

0-400

SDS TOOL KIT

OIL SEAL GUIDE

OIL SEAL INSTALLER

OIL SEAL REMOVER

BEARING/GEAR PULLER(40-60mm)

BEARING INSTALLERTOOL

BEARING INSTALLER

BEARING INSTALLER

CLUTCH RELEASEBUSHING REMOVER

AERIO ESTEEM FORENZA/RENO GRAND VITARASAMURAI SIDEKICK SIDEKICKSPORTSWIFTSX4VERONA

VITARAX90XL-7/XL7

AERIO ESTEEM GRAND VITARAVITARAXL-7/XL7

AERIO ESTEEM GRAND VITARASWIFTVITARAXL-7/XL7

AERIOXL-7/XL7

AERIOGRANDVITARAXL-7/

XL7



AERIO ESTEEM SWIFT

____

____

____

____

____

____

____

____

____


38/624


ESSENTIAL TOOLS (continued)

0-00

0-80

0-840

0-80

0-80

0-0

0-400

0-400

0-0

BEARING INSTALLER

BEARING INSTALLER

BEARING INSTALLER

BEARING INSTALLER

BEARINGREMOVERJIG

TAPPET HOLDER

QUICKJOINTREMOVER,

FUEL

CLUTCH RELEASE

BUSHING REMOVER

FLANGE HOLDER

AERIO ESTEEM

AERIO GRAND VITARA VITARAXL-7/XL7

AERIO ESTEEM GRAND

VITARAVITARAXL-7/XL7

AERIO ESTEEM GRANDVITARAVITARAXL-7/XL7


GRANDVITARASX4

AERIO ESTEEM GRANDVITARAXL-7/XL7

AERIO ESTEEM SWIFT

GRANDVITARAVITARAXL-7/

XL7

____

____

____

____

____

____

____

____

____



39/62



0-400

0-4

04-00

04-00

04-40

0-40

0-80

0-400

0-80

JOINTPIPE

BEARINGPULLER(20-

35mm)

SYNCHRONIZED HUBINSTALLER

SYNCHRONIZED HUBINSTALLER

BEARING AND OIL SEALHANDLE

OIL SEAL INSTALLER

TRANSMISSION GEAR,BUSHING & BEARINGINSTALLER ATTACHMENT

CLUTCH RELEASE

BUSHING REMOVER

GEAR SHIFT OIL SEALINSTALLER

AERIO ESTEEM


AERIOXL-7/XL7

XL-7/XL7

AERIOXL-7/XL7

ESTEEM GRAND VITARA SWIFTVITARAXL-7/XL7

AERIO ESTEEM

ESTEEM GRAND VITARAVITARAXL-7/XL7

____

____

____

____

____

____

____

____

____



40/62



0-880

0-8

0-0

0-4800

0-800

0-8

0-080

0-00

0-00

BEARING PULLERATTACHMENT

BEARING INSTALLER

OIL SEAL INSTALLER

UNIVERSALJOINT

ASSEMBLING TOOL

BEARING REMOVERATTACHMENT

BEVEL PINION MOUNTINGDUMMY/GAUGE SET

OUTPUT SHAFTREMOVER

GEAR HOLDER

GEAR HOLDER

AERIO ESTEEM

AERIO

GRAND VITARA VITARAXL-7/XL7




ESTEEM

AERIO

____

____

____

____

____

____

____

____

____



41/62



08-00

00-004

0-00

0-00

0-0

0-00

0-0

0-0

0-0

REDUCTION DRIVEHOLDER

SLIDING SHAFT ROTORREMOVER

AIR BAG LOAD TOOL

CONNECTOR TESTADAPTER KIT

AIR BAG DEPLOYMENTHARNESS

CONNECTOR TESTADAPTER SET

DEPLOYMENT ADAPTERCABLE

DEPLOYMENT ADAPTER

CABLE

DIAGNOSIS ADAPTERCABLE

AERIO

AERIO ESTEEM GRANDVITARA SWIFT VITARAXL-7/XL7




AERIO GRAND VITARAXL-7/XL7

AERIOXL-7/XL7

XL-7/XL7


____

____

____

____

____

____

____

____

____



42/628


0-80

0-8

0-8

0-840

0-00

0-00

040-440

040-0

040-

ADAPTER CABLE

DEPLOYMENT ADAPTERCABLE

ADAPTER CABLE

ADAPTER CABLE

SX4ECMtestHarness

ECM Test Harness

SWINGARMADJUSTER

LOCK NUT

BEARING INSTALLER

DIFFERENTIAL BEARINGINSTALLER


GRAND VITARA



SX4

GRAND VITARA

AERIO

AERIO GRAND VITARA VITARA

XL-7/XL7

AERIO GRAND VITARA VITARAXL-7/XL7

____

____

____

____

____

____

____

____

____




43/62


040-40

040-40

04-4-004

04-4

04-4

04-4

04-

04-

04-

BEARING INSTALLER

BEARING INSTALLERATTACHMENT

BEARING INSTALLERATTACHMENT

BEARING OUTER RACEREMOVER

BEARINGREMOVER(D:

30mmMIN)

BEARING INSTALLER

SLIDING HAMMER

AXLESHAFTREMOVER

WHEEL HUB REMOVER

AERIO ESTEEM


AERIO

AERIO ESTEEM


GRAND VITARA


AERIO ESTEEM SWIFT


____

____

____

____

____

____

____

____

____




44/6240


044-00

044-00

044-80

04-80

00-00

0-00

0-00

0-080

0-00

OIL SEAL INSTALLER

BEARING INSTALLER

BEARING INSTALLERSUPPORT

TPMS TEST TOOL

BOOSTER PISTON RODGAUGE

WHEEL BEARINGTIGHTENING TOOL

CONTROL ARM BUSHINGREMOVER

BEARING INSTALLER

OIL SEAL INSTALLER


AERIO

AERIOXL-7/XL7

VERONAXL-7/XL7

AERIO ESTEEM GRANDVITARA SWIFT VITARA



AERIO GRAND VITARA VITARA

XL-7/XL7


____

____

____

____

____

____

____

____

____




45/624


0-400

0-00

0-00

0-0

0-80

00-80

0-40

0-40

-0080

CONTROM ARM BUSHINGREMOVER

BEARING INSTALLER

BOOSTER PISTON RODADJUSTER

BOOSTER PISTON RODADJUSTER

FRONT SENSOR ROTORINSTALLER

EVAPORATIVE EMISSIONSTESTER

QUICKJOINTREMOVER

QUICKJOINTREMOVER

SUZUKI SDT WITHOSCILLOSCOPE


GRANDVITARAXL-7/XL7


AERIO ESTEEM FORENZA/RENO GRAND VITARASIDEKICK SIDEKICK SPORTSWIFTVERONAVITARAX90

XL-7/XL7

AERIO

AERIO

SX4

____

____

____

____

____

____

____

____

____




46/624


-000

-000

-00-

CH-480

CLT-00-AKS

DW0-0-0

DW0-0-0

DW0-40

DW0-80-0

TECH KIT

KEYLESS ENTRY FOBTESTER

SPECIAL TOOL STORAGECABINET

EVAP SERVICE ACCESSPORT TOOL

CAM GEAR LOCKINGTOOL

CRANKSHAFT PULLEYHOLDER

PULLEY INSTALLER/REMOVER

CHAIN COVER INSTALL

GUIDE PIN

FRONT OIL SEALINSTALLER

AERIO ESTEEM FORENZA/RENO GRAND VITARASIDEKICK SIDEKICK SPORTSWIFTVERONAVITARAX90

XL-7/XL7

GRAND VITARA

XL-7/XL7

FORENZA/RENO

VERONA

VERONA

VERONA

VERONA

____

____

____

____

____

____

____

____

____




47/624


DW0-80-0

DW0-00-0

DW0-00-0

EN-40

EN-40

EN-404

EN-40

EN-40

EN-408

REAR OIL SEALINSTALLER

AXLESEALINSTALLER

(LH)

AXLESEALINSTALLER(RH)

SPARK PLUG TUBE SEALGUIDE

CAMSHAFT ACTUATORVALVE SEAL REMOVER/INSTALLER

WATER PUMP PULLEYHOLDING TOOL

CAMSHAFT LOCKINGTOOL

FLYWHEEL HOLDING

TOOL

XL7TIMINGCHAIN

RETENTION TOOL -ROLLER CHAIN ONLY

VERONA

FORENZA/RENO VERONA

FORENZA/RENO VERONA

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

____

____

____

____

____

____

____

____

____




48/6244


EN-40

EN-4

EN-44

EN-4

EN-4

EN-48

EN-48

GE-44-0A

HG400-AKS

ENGINE FRONT COVERINSTALLATION GUIDEPINS

CRANKSHAFT ROTATIONSOCKET

ENGINE LIFT BRACKETS

VALVE STEM KEYREMOVER/INSTALLER

OFF - VEHICLE VALVESPRING COMPRESSOR

ADAPTER

REAR CRANKPROTECTOR

Timing Chain Retention Tool

EVAP TESTER FUEL CAP

ADAPTER

HEAT GUN W/ CURVEDMETAL HEAT SPREADER

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

GRAND VITARA

____

____

____

____

____

____

____

____

____




49/624


J-02619-A

J-1859A

J-24254-A

J-29184

J-33832

J-36667

J-37105-C

J-38416-2

J-38715-A

SLIDE HAMMER

STEERING WHEELPULLER

REARAXLESEAL

INSTALLER(PREVIOUSTOOL UNAVAILABLE, USETHISWITHDRIVERJ-5590)

OIL SEAL INSTALLER

REAR BEARINGINSTALLER

LOCK PLATE ADAPTER(TILT)

FRONT HUB SERVICE KIT

PLUG

TOOL, DRIVER/PASSENGER SIR LOAD

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

VERONA

FORENZA/RENO VERONA

XL-7/XL7

XL-7/XL7

____

____

____

____

____

____

____

____

____




50/624


J-38826

J-41239-B

J-41998-B

J-42059

J-42578

J-44467

J-44809

J-45027

J-45201

KIT, K-M, HARNESS

COOLER PIPE SEALINSTALLER/REMOVER

CRANKSHAFT BALANCERINSTALLER

CIG. LIGHTER SOCKETREMOVER

STEERING WHEELPULLER LEGS

OUTPUT SHAFTASSEMBLY REMOVERAND INSTALLER

AXLESEALINSTALLER

TIMING CHAIN TENSION

UNLOADER TOOL

REMOVER, COOLER LINESEAL

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

____

____

____

____

____

____

____

____

____




51/624


J-45289

J-45341

J-45722

J-45880-100

J-5590

J-6125-1B

KM-0-B

KM-08-A

RCT084-MA

CONTROLLER AREANETWORK DIAGNOSTICINTERFACE - CANDIMODULE

AXLESHAFTREMOVER

FUEL SENDER LOCK RINGWRENCH

ORIFICE UPDATE KIT

BEARINGINSTALLER(TO

BEUSEDWITHJ-24254-A)

SLIDE HAMMER WITHADAPTER

REMOVAL PLATE

REMOVER/INSTALLER

FULL-CYCLE RACHETINGCRIMP TOOL

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

XL-7/XL7

VERONA

VERONA

____

____

____

____

____

____

____

____

____




52/6248


SPX3000118

TPG-00-AKS

MB TECH II MEMORYCARD

Tire Pressure Gauge

XL-7/XL7

AERIO ESTEEM FORENZA/RENO GRAND VITARASAMURAI SIDEKICK SIDEKICKSPORTSWIFTSX4VERONAVITARAX90XL-7/XL7

____

____




53/624

Service Operations Guide Required Service Shop Equipment

Required tools must be present, or on order for new orbuy/sell dealers. These are generic shop items; substituteequivalents are acceptable. Use as a checklist.

REQUIRED SERVICE SHOP

EQUIPMENT

DESCRIPTION YES/NOQTYSUGGESTED MfgMODEL

EQUIVELENT

ON HAND orORDERED (Y/N)

GUIDE

Battery Chargerand Tester

A/C Leak Detector

Head Light AimingKit

FloorJack

Hydraulic Press

JackStands

Work Benches

ShopVise

Bench Grinderw/Pedestal

Drop Light

Air CompressorSystem

Roll Around WasteOil Drain

Midtronics GR8-00, GR8 00

TIFZX-1(16-TIFZX-1)

OTC(16-1510)

OTC STINGER 0-TON(16-2020)

OTC(Variousavailable)

SHURE(17-019292)

CHAMPION(27-HR1012-

230/PKG)

Self Evacuation Waste OilDrain(289-123-3613)

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

Tier , to Tier , to 8Tier , 8 to Tier 4, to

All Tiers,

All Tiers,


Tier1, 1x5hp

Tier2,3&4, 2x7hp

Tier , Tier , 4Tier , Tier 4,


54/620

Service Operations Guide Required Service Shop Equipment

REQUIRED SERVICE SHOP

EQUIPMENT (continued)

DESCRIPTION YES/NOQTY

SUGGESTED MfgMODEL

EQUIVELENTON HAND orORDERED (Y/N)

GUIDE

,000 lb. Hi-LiftTransmissionJack

A/C Service Equipment

BrakeLathe(On-Car)

Wheel Balancer

VehicleLLift(10,000lb.

Capacity)

Tire Changer

Vacuum Pump andGauge

Waste Oil Tank/System

Parts Cleaning Tank

PowerTrainLift(2,500lb.

Capacity)

ShopAutoExhaustGasRemoval System

Management andAdministration PCs(ForSuzukiConnect

Communication)

In Service Shop PC(ForTISWEB and Pass-thruCommunication)

OTC(16-1728)

Robinair Cool Tech(42-34788)R4A Recycler Station

Pro-Cut/PFM9.0(38-PFM90.5)

Hunter GSP00 Series(1-GSP972200)

RotaryTwo-PostLift(39-A101-

RA)

HunterTC3500Series(1-TC3500-

SS)

OTCPowerTrainLift(16-1595)

EuroVent(VariousModels)

DellSeriesOptiplex755MiniTower with LCD Monitor(seePartsandServicePE

Standards for HardwareSpecications

Panasonic Toughbook CF0 withCF-VDR0 U DVD/CD Drive

All Tiers,

All Tiers,

All Tiers,

All Tiers,


All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

Tier1,PartsOfcer,

ServiceOfcers

& Adviser Desk

Tier , &4, Add PCfor each Service

Advisor

AllTiers,1(Portable,

WirelessRecommended)


55/62

Service Operations Guide Recommended Tools and Equipment

RECOMMENDED SERVICE

SHOP EQUIPMENT


SUGGESTED MfgMODEL


GUIDE

Engine Analyzer

Cooling system pressuretester

Fuel injector pressuretester

Hub Resurfacing Kit

Hydraulic engine hoist

Engine stand

Soldering gun

Shop vacuum

Buffer polisher

Vacuum brake bleeder

Ridge reamer

Strut spring compressor

Outside micrometer set

Dial indicator with magbase

Dial caliper

Straight edge

Pedestal oil drain

SUNS1S900Series(Various

models)

OTC(16-7942A)

OTC(16-2002)

OTC Engine Stand - 0 Ton(16-2012)

VACULA(85-12-18-9989)

OTC(16-6070A)

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,



56/62

Overhead reels

Fluid pumps

Portable gear oildispense

Oil inventory controlsystem

Bulk oil storage tank

Car wash system

Hot/high pressurewashes

Brake disc/drum lathewith adapters andaccessories

Brake dust removalsystem

Chassisdynamometer

Valve and valve seatreconditioning

Brake washer

Brake drum micrometer

BROADWAY(variousmodels)

Accu-turn(54-7002)

HUNTER(1-BL505-ABand1-20-

1668-1)


Tier , Tier , Tier(s)3&4,3

Tier , Tier ,

Tier(s)3&4,3

Tier , Tier , Tier(s)3&4,3

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,


SUGGESTED MfgMODEL


GUIDE


RECOMMENDED SERVICE

SHOP EQUIPMENT (continued)


57/62


RECOMMENDED SERVICE

SHOP EQUIPMENT (continued)


SUGGESTED MfgMODEL


GUIDE

Floor scrubber

Car(down)pusher

Fuel caddy

Black light

Oilltercrusher

Key cutter

Key storage system

Jumpstarter

4-Wheel AlignmentSystem

ExtraDutyPowerPusher(60-NSP4)

HunterSeries811(1-WA223 andRX-9-43)

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,

All Tiers,


58/624


NOTES:_________________________________________________________________________________

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_______________________________________________________________________________________________________

_______________________________________________________________________________________________________

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serviceoperationsguide_062608

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