solitaire service department volkswagen, skoda, audi …staff.solitaire.com.au/pdf/service/solitaire...

STANDARD OPERATING PROCEDURES

SOLITAIRE SERVICE DEPARTMENT Volkswagen, Skoda, Audi and Bentley.

INDEX LISTING

ISSUE AND DATE

NUMBER TITLE 1 2 3 4

1 Morning Bookings – Driveway service & Delivery 08/02/12

2 Daily Routine - Service Advisors 08/02/12

3 Owner Vehicle Pick Up 08/02/12 31/1/13

4 Repair Order Stage 1 08/02/12

5 Building A Repair Order - Stage 2 08/02/12 31/1/13

6 Repair Orders - Paper Flow 08/02/12 31/1/13

7 Telephone Service Appointments 08/02/12 31/1/13

8 Loan Car Control 08/02/12 23/5/12

9 Audi CCS Procedures 08/02/12

10 Handling & Storage of Customers’ Vehicles 08/02/12

11 Workshop Set Procedures 08/02/12

12 Daily Routine - Technicians 08/02/12

13 Warranty Procedures 08/02/12 31/1/13

14 Used Car Repair Process 08/02/12

15 Quality Control – VW Workshop Only 08/02/12 31/1/13

16 Parts Ordering 08/02/12 31/1/13 23/12/13

17 Sublet Repairs 21/06/12 31/1/13 29/10/13

STANDARD OPERATING PROCEDURES

SOLITAIRE SERVICE DEPARTMENT Volkswagen, Skoda, Audi and Bentley.

INDEX LISTING

ISSUE AND DATE

NUMBER TITLE 1 2 3 4

18 Prior Work Approval 31/1/13

19 Goodwill Requests 31/1/13

20 Fitment of non-genuine parts and accepting work from non-Dealer Outlets

30/04/13

21 Picking up customers vehicles 09/05/13

22 Road Testing Vehicles 11/07/13

23 TD1 Chip-Tune Check Procedure 24/12/13

24 Car Washing Procedure 11/04/14

25 Lifting Amarok vehicle on hoists 06/05/14

SOLITAIRE AUTOMOTIVE SERVICE DEPARTMENT NUMBER: 1

TITLE: Morning Bookings – Service Reception

RESPONSIBILITY: Service Advisers, Service Manager

INSTRUCTION:

1. Owners are greeted at Reception by Service Advisers from 7:45am.

1.1. Owners should be acknowledged IMMEDIATELY they enter the reception area, and if Advisers are with a Customer, let the Customer feel at ease by confirming that it will not be long before they are attended to.

1.2. Owners greeted and relevant repair order obtained to book in the Customer. 1.3. Take the Customer to their car and fill out accident damage report and answer or clarify any further

queries.. 2. Service Advisor books in vehicle:

2.1. Fill out job sheet as per "Repair Order Stage 1 and 11 training notes" 2.2. Sell extra needed service at vehicle via “Circle Sell” – walk around vehicle advising the Customer

any damage or repairs required. I.e. Small dents in panels pointed out, tyre wear, missing badges etc. Lift hood when time is available and do the same i.e. Soft hoses, low fluid levels, corroded battery area etc.

2.3. Quote Customer on requested repairs. 2.4. Repair order is then checked in by Reception Service Adviser who updates the inputs, promised

time and status, and then passed onto Workshop Control area. – An explanation of the “prime item” should be given to the Workshop Controller or Foreman at this time.

2.5. Attach Safety / Vehicle Inspection Report) to Repair Order where applicable. 2.6. Tag keys with owners rego number.

Note: Service Adviser to book in Customers allocated to them only – all repair orders can be colour coded to reflect a different Service Adviser. Service Advisers should go through repair orders the night before and mark their regular customers.

3. Once booking is complete, Remove keys and place on Control key board -.

Issue 1 APPROVED: Chris Tune

DATE: 08/02/12 PAGE: 1 of 1


TITLE: Daily Routine - Service Advisors

RESPONSIBILITY: Service Advisors

INSTRUCTION:

1. Liaise with technicians on an ongoing basis to stay in touch with jobs in the workshop. If a Customer

rings, it is expected that the Service Adviser is fully up to date with the progress of the Customers vehicle.

2. Monitor Customers vehicle through “Workshop Control” section of ERA Net – update status of vehicle at

all times.

3. Ring owner immediately when ANY extra work is found and obtain authority for same. Ensure that you have all the facts to avoid numerous calls to the Customer. Keep the Customer up to date re current pricing so as not to “surprise” the Customer on vehicle pick up. On all add on repairs make sure the Customer sign the repair order next to each add on. Document all conversations with time and date via the customer contact sheet.

4. Stay in close communication with owner at all times. 5. When Repair Order is finished, cost repair order and advise owner by phone or SMS. 6. AT ALL TIMES - if any promises are made to customers they must be met without exception. Example:

“I will ring you before 12.30pm to quote you on the repair” – “ Your vehicle will be ready at 3.00pm”

ISSUE: 1 APPROVED: Chris Tune

DATE: 08/02/12 PAGE: 1 of 1


TITLE: Owner Vehicle Pick Up


INSTRUCTION:

1. Fully explain repair and all costing to customer at time of pick up. 2. Advise the Customer of the possible CSS Manufacturers Survey that they may get and the reasons why

it is important to Solitaire that they complete the survey. Explain the Service Draw of $250. 3. Where possible book the Customer in for their next service.

4. Give invoice copy of the Repair Order to the customer with receipt of cash sale. A copy must be given to

every client even if the invoice is no charge.

5. Check in Loan Car – in-out time/ damage etc.

6. Get keys from key board.

7. Show customers to their car and ensure the vehicle is clean and acceptable for pick up. Remove Seat and floor covers.

NOTE: For account customers, provide top copy of Invoice for customer at all times, except for Fleet Lease

companies, or when the customer is not the owner of the vehicle (this will speed up account payments).


DATE: 31/01/2013 PAGE: 1 of 1


TITLE: Repair Order Stage 1


INSTRUCTION:

NOTE: The following information is required to be detailed on each Repair Order. Any items or information not pre-written by computer must be printed as neatly as possible on the

Repair Order. Any added jobs MUST BE SIGNED BY THE CUSTOIMER. This is a legal record and hence is the most important document in the Service Department. This information will allow accurate "checking in" of Repair Orders, and will in turn, assist in future

mail out programs, follow up etc. 1. Name: Write full name - correct name and spelling of surname:

e.g. Mr./Mrs./Ms/Dr The same applies to business vehicles/customers.

2. Address: Fill out in detail and include postcode. 3. Vehicle details:

Model Write in Type and Model, e.g. 2012 AUDI A5 Coupe 2 Door 3.2i. Registration number Important for vehicle and history reference. Colour, VIN number, Engine number, etc.These will be used in different ways but are necessary in

the event of raising warranty claims. 4. Delivery Date: Must be put on ALL Repair Orders from which a Warranty Claim may be raised to

confirm vehicle is in warranty. This includes Vehicle Warranty and Extended Policy Warranty.

5. Selling Dealer: Important from a Company point of view. When in a visiting owner situation ensure

Details are added. Otherwise add our Dealer Code. 6. Kilometres: It is of the utmost importance to record kilometres covered for warranty, retail, and

internal jobs. Apart from qualifying a vehicle for warranty, it is also the starting point for Parts Warranty. Make sure that km is updated on check in.

7. Time In and Out: A most important detail providing information for daily planning. These times can be

used for future reference in the event of later disputes with customers in relation to down times, etc. Please alter time in on repair order if different to owner's actual arriving time. Under no circumstances are ASAP or RWR alone to be used without qualifying a time. Likewise change the out time to the exact time the customer picked up the vehicle.


DATE: 08/02/12 PAGE: 1 of 3




INSTRUCTION:

8. Contact Name, Phone: Very important in the event of additional work authorisation, early or late

finishes times and follows up. Ask owners for all phone numbers - ie.work, after hours, mobile phone etc.

9. E- Mail address: Ensure that all e-mail addresses are noted on the repair order. Very

important for future contact, recalls etc. 10. Problem Description: Number the problems on LH side of repair order. Give a proper description of the problem - ask the questions what, when,

how, and why? Avoid Front Wheel Alignment! Add tyre wear, pulling, noisy etc, whatever is applicable. Avoid Coolant leaking – ask When, where, how?

Always write the customer's description of the problem, not what you have

dreamed up in your 5 seconds of diagnosis. Write the problem so that a first year apprentice can understand it. Imagine that you will not be able to get the customer on the phone -so you

will need all the information now! Designate whether (C) Customer, (W) Warranty, (INT) Internal, (F/S) First

Service, (P/W) Parts Warranty, (GW) Goodwill, (WDO) Work done over – repeat, (WP) Workshop Policy etc on the RH side of the repair order.

Allocate an allowed time to each item to act as a target for the

technician. 11. Parts Warranty: If parts warranty, previous repair details are to be entered on the repair

order. Mileage, Previous Repair order, date, Invoice etc.

12. Payment of Repair: If cash, customer must be told when leaving vehicle and a tick placed in the cash area or credit card area so that anyone releasing the vehicle knows the situation. NB. A perfect time to ask this question is when the customer is asked to sign the repair order, as in item 13 below. Cheques are not accepted. No vehicle is to leave the service department unpaid without express permission from the Service Manager.

13. Owner's Signature: Repair orders must be signed for reasons including: Authorisation to perform repairs, Authenticity, Proof for Manufactures, and further disputes. 1. Add any extra items that the Customer has asked for at this stage or

other items that are sold – Front wheel alignment, Coolant change etc. Make sure the Customer signs all add on repairs.


DATE: 08/02/12 PAGE: 2 of 3




INSTRUCTION:

14. Other matters to consider:

1. Estimate the repair cost and advise Customer. 2. Define the problem accurately by noting symptoms and operating conditions on the repair order.

Avoid "check brakes - see me", etc. This can be confusing when following up or compiling claims.

3. After the customer states their immediate needs (pre booked items), see if they have others and record them. At this stage, each add on repair must be individually signed by the Customer. If a repair is sold during the day in the Customers absence, ensure that the add on repair item is signed when the Customer picks up their vehicle.

4. Review the customer’s history file to sell any "extra needed service” - coolant change etc, and to

substantiate repeat repairs. If applicable, on repeat repairs attach a copy of the previous repairs to allow the Technicians to gain the complete history.

5. Mark all “come back" and customer "waiting" repairs for special handling and follow up with the

appropriate colour dots. Yellow for repeat – Red for warranty – Blue dot for loan car.

6. Where problem definition or diagnosis is required, get assistance from the Quality Controller to pre-check or road test the vehicle with the owner or driver.

7. Advise the owner when and how to pick up their vehicle.

8. Direct the customer to the waiting room or to transportation, where required.

9. In the case of abuse, complaints, etc. which you cannot handle, take the customer to the Service

Manager to resolve the issue.

10. In case the customer mentions an accident, always call the Service Manager before writing the repair order. A legal situation may be involved.

11. Ensure in and out times are staggered to create an even flow of work in and out of the workshop.

Avoid "FLOOD GATE" situations in the morning and at night.

12. Always show the customer to their vehicle - avoid at ALL times "the car is over there", or "it's out the side" syndrome.

13. No vehicle is to leave the Service Department if it is in an unsafe or illegal situation. Example: Fuel Leak, no or poor brakes/steering etc.

14. ALWAYS PUT YOURSELF IN THE CUSTOMER’S SHOES.


DATE: 08/02/12 PAGE: 3 of 3


TITLE: Building Repair Order - Stage 11


INSTRUCTION:

1. Allocated time allowed:

1.1. When the repair order is raised, an initial time allowed should be allocated to each item. 1.2. In the event of a diagnostic time allowed, immediately the extent of the work is known, approval

must be obtained from the owner or manufacturer. The work content written up on the repair order and new time allowed should be allocated.

1.3. Often additional items need to be allocated when the work content changes, namely:

additional work noticed and approved

rusty or broken bolts

seized components etc In any such case, the item shown should be written up on the front of the repair order and additional time allowed by the service advisor.

2. Technician's Reports/Stories:

Technician's reports and stories are necessary, particularly for warranty claims, and should be concise and to the point, listing the item number, the cause, complaint and the correction and any difficulties experienced and the actual part that caused the problem. Measurements and any relevant information should also be added to ensure maximum claim ability.

3. Oils - Shop supplies, etc: It is important to record all materials used on the repair order, by the Technician or Service Advisor

(highlight if necessary). 4. Clocking: Technicians must clock onto repair order via computer.

NOTE: It is imperative to clock on each job separately so that correct costing can be made for Customer, Internal and Warranty Repairs.

5. Final Inspection & Testing: 1 Technician's should check off jobs done and when complete, place their clock number,

signature with the date and kilometres out. 2 Technician to write stories as per Technician Stories above. Any descriptions of abnormal

conditions and work also should be noted. 3 Group Leader is then to road test vehicle where applicable, sign rear of repair order in the

quality checked area. Time and date must be recorded. Q Check should be performed on a random basis. Each Group Leader should aim for at least 2 Q Checks per day.

4 Repair order is then placed in the “Finished Repair Order Holder” for the service advisor who will then cost the repair.


DATE: 31/1/13 PAGE: 1 of 1


TITLE: Repair Orders - Paper Flow

RESPONSIBILITY: As Listed Below

INSTRUCTION:

1. Service Adviser to batch print repair orders on a daily basis and place in A - Z file with appropriate paper

work. 2. At this stage a service adviser should be allocated to each customer. 3. Colour code repair order to identify Service Adviser. 4. Service Adviser to book in vehicle, place repair order in reception for check in and when completed hand

over to Group Leader. 5. On completion of the repair, Technician is to complete stories, etc (as per repair order write up SOP) and

hand to Group Leader for checking – then pass on to Service Adviser. 6. Service Adviser to cost repair order that would then ring the customer to advise that the vehicle is ready

and discuss any relevant items/costs. 7. Repair order placed in “vehicles waiting for pick up box” 8. When customer arrives the repair is discussed with the customer, and when gone, repair order is placed

in ”completed repair order or warranty box” 9. The repair orders are then reviewed by the Service Manger and passed onto the respective area for

Warranty claim or filing.


DATE: 31/1/13 PAGE: 1 of 1


TITLE: Telephone Service Appointment

RESPONSIBILITY: Service Receptionist

INSTRUCTION:

1. When a customer rings to book in for service or repair work, booking is normally done via the Service

Receptionists. 2. While taking Customer bookings please be aware of the following points – these points have been taken

from previously low CCS scores and we need to keep a close review on them to maintain a future high score.

3. It is very important to have a steady flow of Customers in and a steady flow out – see # 3 POINT

scheduling of in and out times.

1. Offer Alternative Transport – alternative transport can be offered in a number of ways!

Loan vehicles at a cost of $49.50 per day

Drop of and pick up of Customer – within a 5km radius.

Courtesy bus and times – please allocate a seat in Courtesy Bus to avoid overbooking.

2. Ease of getting an appointment – always give the Customer alternatives

When speaking to a customer on setting an appointment, offer alternatives – i.e. would Thursday at 9:00am suit or would Friday at 8:45am be better.

Avoid we open at 7.45am! – limit this time to avoid the “Flood Gate” effect.

Would it be better to drop the vehicle off out of hours – why not use our “Early Bird” service and leave your car when it is convenient for you!

Use our pre booking service – when you leave your car for service we can now book you for your next service ahead of time and remind you when the service becomes due!

3. Scheduling of IN and OUT times – please ensure that daily bookings are staggered to avoid

an unnecessary rush in the morning driveway. Time slots are in 10 minute intervals and the number of Customers per time slot allowed is NOT to be exceeded. As per above -

4. Notate Quotes – if any quotes are given to the Customer over the phone, please make sure that

these are noted on the repair order to avoid any confusion or embarrassment.

5. Book customers into respective Franchise bays. For example VW Customers Team 1

in bay 1, VW Customers Team 2 in Bay 2, Audi Customers in Bay 3, and Audi wait customers in bay 4.


DATE: 31/1/13 PAGE: 1 of 2


TITLE: Telephone Service Appointment cont…..

RESPONSIBILITY: Service Receptionist

INSTRUCTION:

1. Answering the Telephone:

All calls are to be answered within 5 rings, giving your name and “How may I help you”. 2. Obtaining Client Details:

2.1- ask the client if they have been to us before, if so confirm the vehicle and client details including registration number, vehicle model, client name, address, contact details including email. 2.2- if they are a new client the, details above must be entered into ERA and the vehicle details imported form the manufacturer’s database.

3. Making the appointment: 3.1 Offer the client alternative transport as this often dictates when there is capacity to book the

vehicle in 3.2 Suggest 2 alternative dates or times for dropping the vehicle off ensuring that there is a service

advisor available at the given times, refer to SOP “Service Bay Allocation” 3.3 Enter the work the client is requesting into ERA, loading each as a separate job and allocating

time as required to each job. Should the client be booking in for a service only remember to ask if there is anything else that requires attention on the day we have their car. This ensures the workshop can be loaded correctly.

3.4 Offer an estimate of cost if known or offer to find out and call back if required. 3.5 Confirm the appointment details, time and date with the client and offer to SMS them a

confirmation. 3.6 Remind the client to being in their service books, wheel lock nut and all vehicle keys. 3.7 Ensure that the alternative transport is booked in ERA, either loan car or courtesy bus. Note in

the comments section of the RO what has been arranged as a quick reference for the service advisors. If the client has indicated they don’t need our assistance with transport, also note this.

4. If the appointment is raised after the batch print for the day of the appointment has been done the RO

must be printed, handed to the service receptionist and the file copy given to the parts department for prepacking of parts.


DATE: 31/1/13 PAGE: 2 of 2


TITLE: Loan Car Control

RESPONSIBILITY: All Service Staff

INSTRUCTION:

1. Each time a loan car is handed over to a customer the following procedure must be followed-:

1.1. Loan car form is to be filled out in its entirety, and signed by the customer and service advisor

handing over car. Make sure all information required is recorded. 1.2. Walk Customer to the vehicle and make sure that all is in order (damage noted) and the Customer

is familiar with the vehicles operation. 1.3. Ensure the Customer is aware of the excess payment of $750.00.

2. When pre-booking loan cars –information/booking must be recorded via the booking in the computer. 3. When the Customer returns the vehicle, complete the Loan Car form and ensure the vehicle in inspected

for any damage etc. At this stage accurate in date/time is to be recorded.

4. When the form is completed it is to be sent to administration where it will be filed/scanned.

5. In the event of a speeding fine/expiation notice the report can then be retrieved and reconciled with the speeding/parking fine etc.


DATE: 23/05/12 PAGE: 1 of 1


TITLE: Audi CCS Procedures

RESPONSIBILITY: Service Manager

INSTRUCTION:

CCS Procedure

Every Monday morning run the Audi CSS report and send it off to Audi by Tuesday 12noon.

The report is done via ERA Link in 6913.

1. / Search 2. Select 12 Audi DIA 3. Chose ‘O’ for output and then select transfer to PC. 4. Enter the dates on the previous week, Mon-Sat. 5. Enter and then select Excel Spreadsheet. ( comsec – save to desktop) 6. Insert column between U AND V – this will allow data to be read correctly at Audi. 7. This will down load it to where you chose and I then just over right the file each week.


DATE: 08/02/12 PAGE: 1 of 1


TITLE: Handling and Storage of Customers’ Vehicles

RESPONSIBILITY: All Service Staff

INSTRUCTION:

1. When working on customers’ vehicles it is important that the customers’ previous comfort settings are

not altered. I.e. Radio and seat settings. If it is necessary (safety wise) to move seats and mirrors, please ensure that they are put back to the original positions. If the radio is on, switch it off.

2. Customers’ vehicles must always be kept clean and when driving, all road rules and regulations must be

adhered to.

3. When a customer’s vehicle is parked in our car park, the keys must be removed and the vehicle. Keys are to be placed on the respective key board. Windows to be fully up except on days over 30oC

4. Care must be taken at all times when handling customers’ vehicles.

5. If any damage is noticed please note on the rear of the repair order – date and time damage noticed and

sign. – If no repair order is available please notify a Service Adviser or Service Manager.


DATE: 08/02/12 PAGE: 1 of 1


TITLE: Workshop Set Procedures

RESPONSIBILITY: Cleaners, Technicians

INSTRUCTION:

1. All Services:

While doing a service on our customers’ vehicles, the following points must be completed -: 1. Cleaners

Wash and Vacuum vehicle

Clean out ashtrays where applicable.

On major services - an engine steam clean is to be done. 2. All Vehicles:

2. Technicians RADIO/DVD/C.D. PLAYER.

The station is NOT to be altered from what the customer has pre-set – if the radio is on, turn it off.

In circumstances where the vehicle has a radio/DVD/CD player problem - the station and volume should be noted and reset after completion of the repair.


DATE: 08/02/12 PAGE: 1 of 1


TITLE: Technician Daily Routine

RESPONSIBILITY: Technicians

INSTRUCTION:

Wage card clocking.

Clock on to wage card in morning on arrival – clock on and off for lunch, then off when going home.

Housekeeping.

Workshop bays to be kept clean AT ALL TIMES

ALL reels ( AIR, WATER AND ELECTRICAL) to be kept wound up – RETRACTED when not in use

Before leaving at night bays to be swept and ALL tools put away

Close and lock tool boxes

Any faulty equipment to be reported immediately

Before leaving at night turn off ALL electrical switches/lights etc.

When using special tools – put them back where they belong when finished so other technicians can find them when they are required.

General.

When working on cars ensure that a seat cover and floor mat is fitted

Keep vehicle clean and wipe steering wheel when finished vehicle

Report and dents and scratches to service adviser or note on repair order – note time and date, sign.

Completely fill out vehicle inspection report on every service.

Act on and return any warranty reject forms IMMEDIATELY.

Attend all training courses that are booked. Technician Reports.

When compiling Technician reports/stories please make sure that the following format is used on ALL Warranty, Retail and Internal repairs.

Complaint What was the Customers concern?

Example: Remedy loss of engine coolant or Door will not lock with remote Cause

What do you think was the cause of the problem? Example: Water pump seal leaking or Open circuit in door actuator

Correction What work have you carried out to rectify the concern? Example: Replaced water pump or Replaced door actuator

Test results Record the results of any test you did – using the appropriate test equipment


DATE: 08/02/12 PAGE: 1 of 1


TITLE: Warranty Procedures

RESPONSIBILITY: Service Advisers/Group Leaders

INSTRUCTION:

1) PWA Authorization/Goodwill Request forms must be filled out with complete information along with Warranty part pricing. These are then authorised by the Service Manager

2) All VW/Audi Service Advisors should ensure they have learnt how to check Self Authorization in Saga system.

3) Make sure to attach RO copies of the previous Diagnosis & relevant papers when opening new RO’s for the same concern.

4) Give the Warranty Department the warranty RO’s for claim submission if you are waiting for parts for another repair in the same RO, or please open new RO with previous copy attachments with GFF & DTc . All claims are now taken from the last clocking of that job, not the RO’s last clocking, so that we can no longer leave the RO’s unclaimed/uncosted whilst remaining warranty lines to be completed.

5) All Warranty Ro’s should come to Warranty Dept within 2 Days of the vehicle leaving the premises.

6) Ensure to check Rego/Customer & Vin # details to match-up with Customer master copy in As400 (Mocha)

7) Please ensure warranty parts & Technician clockings are placed in the appropriate Job repair line.

8) Before costing split contribution in RO’s for warranty, please consult a Warranty clerk before hand, this must occur on all occasions – see the Service Manager if a new split contribution need to be set up.

9) When a RO is returned for corrections, Green Dot stickers will be used to indicate that the RO was in Warranty Dept, this indication means you have to act immediately to return the RO back to Warranty Dept.

10) It is vital to check Add-on signatures from Customers, before RO comes to Warranty Dept.

11) It is the responsibility of the Group Leader to ensure the parts replaced by any sublet repairer that parts are acknowledged by the warranty Dept before the sublet contractor leave the premises.

12) A copy of the Repeat repair job cards must be attached to the current job card – this is a Manufacturer requirement and must be done on all occasions.


DATE: 31/1/13 PAGE: 1 of 1


TITLE: Used Car Repair Process

RESPONSIBILITY: Service Manager ,Service Advisers

INSTRUCTION:

When carrying out repairs from our Used Car Department for Reconditioning and Warranty the following points must be adhered to :-

Stay in close communication at all times with the Used Car Manager.

Ensure that he is kept up to date with vehicle progress and costing at all times

As per retail customer repairs - for all Used Car repairs over authority levels (set out below) we must be obtained authority before work commencement.

1) Authority Levels for repair

Service Adviser $250.00 per repair

Service Manager $1,000.00 per repair.


DATE: 08/02/12 PAGE: 1 of 1


TITLE: Quality Control –

RESPONSIBILITY: Group Leader

INSTRUCTION:

Carry out the following responsibilities:

Create a consolidated workload plan for each day and ensure that the

workload is delivered on time.

Manage problems through to solutions in the production process.

Carry out ongoing follow up with Service Advisors.

Ensure that each Technician maintains an Efficiency and Productivity rate in

line with Key Performance Indicators.

Continuously review Technician knowledge, training needs and report to the

Service Manager on any requirements.

Complete daily Q Check Reports. Target - at least 2 per Group Leader per

day.

Report and control lost and non-available hours to Service Management and

Service Advisors.

Liaise with manufacturers problem repairs and submit DISS reports where

required.

Assist in preparing quotes for customer, gaining work authorisation and

invoicing.

Actively support all members of the production team during peak times or

pressure periods.

Working closely with Parts Department to create a non-departmental approach

within customer support team.

Quality check Customer’s vehicles/repairs/paperwork prior to delivery of repair order going to Service Adviser.


DATE: 31/1/13 PAGE: 1 of 1


TITLE: Parts Ordering

RESPONSIBILITY: Group Leader, Service Adviser, Technicians

INSTRUCTION:

Ordering Parts for Vehicles on-site.

Parts required for vehicles that are still on site are done directly on the repair order via the P&A sheet.

The P&A sheet (attached) is to be filled out in full by the Technician.

The Parts are then to be authorised by the Group Leader. No parts are to be given out unless the sheet is fully filled out and authorised by the Group Leader or Service Adviser.

When authorising parts be sure that the correct diagnosis has been followed as per procedures to ensure the correct parts are obtained.

The parts department complete the part number, pricing, and availability cells.

Once the part is supplied to the Technician, the sheet is signed by the parts person re supplied. If the parts has to be ordered the parts person enteres type of order and part location.

In the case of retail repairs the client is contacted and approval for the work obtained, noting time, date, who spoken to and the results of the conversation on the P&A Sheet.

Should the repair be warranty and approval is required prior to ordering this must be completed and signed by Group Leader.

In the event that parts do not arrive or there is a delay this is to be communicated as soon as possible to the Group Leader, Service Advisor or Service Manager..

Service Adviser is to follow up Daily via ROBO re parts on order status.


DATE: 23/12/13 PAGE: 1 of 1

Repair Order # Adviser

Customer: Year: Technician

Chassis/Vin #: Date: Technician

Any part reported on this form is for information purposes only. Part orders can only be placed on this form if the vehicle is to remain in the workshop until the parts arrive in stock.

TOTAL

PART NUMBER DESCRIPTION QTY C/W/I Franchise JOB # Authorised Supplied Order Location Time $$ Each $$

Telephone Authorisation Notes: - Note: Advise clients all estimates valid for 14 days from date completed

Date: Time: Comments, What was authorised, conversation, price etc, Authorised/ Declined Adviser Name/ Sign

LABOUR PARTS

ADDITIONAL WORK/PARTS REQUIRED

All parts that leave the parts department must be authorised and signed for.

Engine #:

Make/Model:


TITLE: Sublet Repairs

RESPONSIBILITY: Group Leader, Service Adviser, Technicians, Service Manager, OH& Safety / HR Manager.

INSTRUCTION:

Sublet repairs for vehicles in workshop. When a sublet repair needs to be organised ( alternator repaired, paint defect, disc machined etc.) the following procedure should be followed -:

Advise Group Leader who will contact an authorised outside repairer and organise for repairs to be done.

Group Leader will raise an internal order, fill out an “order to subcontractor” paper work (attached), and liase with the repairer on timing etc.

Once the repair has been finalised or the vehicle returned the Workshop, the Group Leader is to inspect the repair for quality, timeliness, correct invoice and charges etc..

The “order to subcontractor” paper work should then to be filled out and signed by the contractor and group leader.

This form is then to be given to the Service Manager who will file in the Sublet repairer master file.

Each quarter the contractors should be assessed to ensure that quality is being maintained – this should be done by the Service Manager.

Each year the contractors should be assessed and if successful offered another 12 month contract. This would be done by way of correspondence with the applicable contract paperwork completed and signed by the HR Manager.


DATE: 29/9/13 PAGE: 1 of 1


TITLE: PRIOR WORK APPROVAL

RESPONSIBILITY: Advisers, Group Leaders, Technicians

INSTRUCTION:

Prior Work Approval must be done within 14 days of the open date of the repair order, as if submitted to SAGA after 14 days; the system will not accept the request. ALL work to be completed within 30 days or approval will have to be resubmitted. PWA is usually for items such as Audio/Satellite Navigation units, Glass, Engine and Gearbox repairs.

Group Leader/Technicians

Raise DISS ticket about the concern – Group Leader

Make sure that Concern and Cause are filled on the repair order

List ALL parts required for the repair on the Parts Requestion sheet – all parts must be genuine other than air-conditioning gas.

Advisers

PWA form must be filled out with all relevant details

Service history MUST be attached

List of parts for repair filled in with parts at warranty price. (If there a lot of parts the total price of parts with a copy of parts list will be accepted)

Concern to be filled out – actual customer complaint

Cause of failure – e.g.. Leaking, short circuit – do not use “ part is faulty”

Service Manager must authorise by signing form

Submit all documents to warranty department .


DATE: 31/1/13 PAGE: 1 of 1


TITLE: Goodwill Requests

RESPONSIBILITY: Advisers, Group Leaders, Technicians

INSTRUCTION:

Goodwill must be done within 14 days of the open date of the repair order, as if submitted to SAGA after 14 days; the system will not accept the request. ALL work to be completed within 30 days or approval will have to be resubmitted. No DISS ticket is required unless request includes parts as per PWA – e.g.. Audio/Satellite Navigation units, Glass, Engine and Gearbox repairs.

Group Leader/Technicians

Make sure that Concern and Cause are filled on the repair order

List ALL parts required for the repair on the Parts Requestion sheet – all parts must be genuine other than air-conditioning gas.

Advisers

Goodwill form must be filled out with all relevant details

Required to know original owner or not

Service history MUST be attached

List of parts for repair filled in with parts at warranty price. (If there a lot of parts the total price of parts with a copy of parts list will be accepted)

Concern to be filled out – actual customer complaint

Cause of failure – e.g.. Leaking, short circuit – do not use “ part is faulty”

Discuss % split with Service Manager and SM must authorise by signing form

Submit all documents to warranty department .


DATE: 31/1/13 PAGE: 1 of 1


TITLE: FITMENT OF NON GENUINE PARTS/ ACCEPTING WORK FROM GREY REPAIRERS.

RESPONSIBILITY: SERVICE ADVISERS

INSTRUCTION:

FITEMENT OF NON GENUINE PARTS. .

The fitment of non-genuine parts supplied by a Customer is not to be undertaken under any circumstance unless full permission is given by the Service/ Assistant Service Manager. The term non genuine parts is “Any part not supplied by our spare parts department”

If our Parts Department supplies a non-genuine part, the warranty is to be clearly explained to the Customer.

ACCEPTING WORK FROM NON DEALER REPAIRERS (GREY MARKET).

Similar to above, no work is to be accepted from a “Grey Supplier” unless express permission is given by the Service Assistant/ Service Manager.


DATE: 30/04/2013 PAGE: 1 of 1


TITLE: PICKING UP / DELIVERING CUSTOMERS VEHICLES

RESPONSIBILITY: SERVICE MANAGER/ASSISTANT SERVICE MANAGER/SERVICE ADVISERS

INSTRUCTION:

When picking up cars for clients especially the ‘high end’ models i.e.

A8, A7, R8s, Bentleys or any model of considerable value, they are to

be picked up by either the Service or Assistant Service Manager or

someone with a shirt and tie.

This will show a more professional service as well as allowing us to go

through the job card and most importantly do a vehicle damage check

on the back of the RO with the client and get the RO signed.

If the client refuses or doesn’t have time, indicate the importance of it or

note down on the RO that the client refused to carry out the check,

maybe even take photo on your phone of the damage if need be.

This process is also to be carried out when picking up ANY car for a client .


DATE: 09/0513 PAGE: 1 of 1


TITLE: Road Testing of Vehicles

RESPONSIBILITY: Technicians, Group Leaders, Quality Control

INSTRUCTION:

The following Procedure must be followed when road testing vehicles:

There are 3 specific routes to be followed as per attached sheets – no deviation of these routes will be accepted unless specifically asked to by the Service or Assistant Manager.

While on road test ALL road rules are to adhered to

If the radio/CD is playing, turn it off

Only 2 people are to road test a vehicle at any 1 time

At no time would you use a customer’s vehicle to any personal or Company business.

Any one that is road testing or in the vehicle at the time of the road test MUST be clocked onto the repair order.

The following routes are used for:-

1. Standard Road Test – Services, General Work and where required, testing for rattles and squeaks

2. Extended Road Test for specific items 3. Extended test where the vehicle is required to travel at speeds more than

60km/hour. ANY OTHER TESTING MUST BE AUTHORISED BY MANAGEMENT

.


DATE: 11/07/13 PAGE: 1 of 1


TITLE: TD1 Chip-Tune Check Procedure

RESPONSIBILITY: Advisers, Technicians

INSTRUCTION:

.


DATE: 24/12/13 PAGE: 1 of 1


TITLE: Car Washing Procedure

RESPONSIBILITY: Car Washers

INSTRUCTION:

CAR WASHING PROCEDURE

1. Apply wheel cleaner “rip off” to each wheel, being careful not to spray any on the paintwork. Start from the R/H/R wheel.

2. Use the wheel brush to clean off grime, again starting from the R/H/R wheel. Please make sure that ONLY WHEEL BUCKETS ARE USED WITH THS OPERATION.

3. Press RINSE. 4. Press SOAP. After soap cycle is complete, start at the R/H/R of

the vehicle hand washing, then moving down the R/H side of the vehicle, roof, then bonnet, followed by the L/H side of the vehicle.

5. Press RINSE. PLEASE TAKE NOTE:

Keep sponge bucket up front.

Do not mix Body and Wheel water – this is to avoid cross contamination.

Everyone is to help finish vehicles – i.e. If there is a Volvo vehicle in the wash, help that cleaner finish the vehicle and then start yours.

.

ISSUE 1 APPROVED: Chris Tune

DATE: 11/04/14 PAGE: 1 of 1


TITLE: Lifting Volkswagen Amarok vehicle on hoists

RESPONSIBILITY:

Technicians WARNING

INSTRUCTION:

When lifting an Amarok the following procedure must be followed.

1. Make sure that the instructions on Elsa pro are followed.** please see attached** 2. An Amarok is only to be lifted as per instructions on a 2 or 4 post hoist. 3. Tensioning straps must be used as directed 4. The vehicle, under no circumstances should be raised on the sills. 5. If the vehicle is to be raised using a workshop jack, then it must be securely

supported using the suitable stands. 6. Never start the engine when 1 wheel is in contact with the ground. 7. Before driving a vehicle onto a lifting platform/hoist ensure the vehicle does not

exceed the permissible lifting capacity of the platform/hoist. .

WARNING


DATE: 05/05/2014 PAGE: 1 of 1

SOLITAIRE AUTOMOTIVE SERVICE DEPARTMENT NUMBER: TBA

TITLE: TBA

RESPONSIBILITY: TBA

INSTRUCTION:

.


DATE: TBA PAGE: 1 of 1

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