Formato de Procesos

Pre-research items and its objectives.
Items
1
Flowchart of Service
Operations
Investigation contents
Check the basic service operation work flow by related staffs.
Check the tools and forms to manage operation.
2 Daily intake variation
RO analysis by service categories about past 2 months.
a week customer traffic analysis with appointment approach.

Also, check the present productivities.
Daily intake/delivery status
4 Shared Tools Layout
Check the store location and number of tools and SST for
service.
5 work time recording
Check how much time is necessary for each jobs (Periodic

maintenance, car wash.etc) by each staff.
bjectives.
Objective
To grab the rules and forms to manage the service operation and to find the
improvable points.
To grab and analyze customers traffic ups and downsService menu basisdaily
basis, weekly basis, monthly basis.
To grab the improvement points of service job control and appointment, walk-in
control.
To find out the improvement points about overall productivities.
To find out the improment points about tool location and number of tools for
smooth service operation for technician.
To grab the operation speed and its quality.
PERFIL PRINCIPAL DE TALLER

NOMBRE DEALER: MAQUINARIAS PIURA
5/15/2013
HORAS LABORABLES: 48 HORAS SEMANALES
ITEM
TOTAL NUMERO DE BAYS
OBSERVACIONES
8
NUMERO DE Enter the number of exclusive bays if any.

Servicio Express
BAYS DE
TRABAJOS
Lift type
Elevador dos polos

Junta en la elevacion
Ascensor de 4 polos
Flat bay
Total
Organization of Service department

Number of personnel
1
0
0
Administrador de servicios
Responsable de la recepcin
Gerente taller
Director Tcnico Senior
Gerente tcnico
Asesor de servicio
Parts staff (if any) - under another subsidiary
Empleado de oficina
4
0
0
Sub total
Technician
N-STEP Acquire
0
N-STEP-1
N-STEP-2
4
1
2
N-STEP-3
Apprentices
Other productive
PRACTICANTES
Controlista
Control de calidad
Jefe de taller
Minorista
Garantia
Sub total
Service total
2
0
0
0
0
Payment
Por favor describa brevemente mtodo de pago por (incluyendo el salario fijo y bonificaciones):
(1) Tecnicos
Salario fijo - Banco Directo
Incentivos (basado en PRODUCCION de horas trabajadas)
(2) APS
Salario fijo - Banco

Directo
Incentivos (basado en ventas adicionales y CSI (SA Performance)) Banco

Premio incentivo trimestral por CSI - CHEQUE
) Banco
Individual Service Operations

(Details)
OPERACIONES
MANERAS REALIZADAS
DOCUMENTOS
HERRAMIENTAS
UTILIZADAS
Please use as a memo to

complete the flow chart
PERSONA
OBSERVACIONES
Flowchart of Service Operations (Sample)
Operating Procedures
Person in Charge
Customer
Proactive Contact
Appointments
Reception
Service Decision
Job Control
Walk-in Customer
Service Work
Quality Control
Delivery
Assessing If Additional Jobs Needed
Setting Targets for

Appointments
This is comming from DOS.
Service Mgr
Understanding Content of
Customer Follow-up
-Sharing with Staff
-Instructions for Improvements
Appointment
Reception
Invitation for
Service Jobs
Service Advisor
at Reception
Reception
Confirmation of Parts
in Stock
Confirmation of
Workshop Availability
Outputting
Appointment
Card
Dealer
Delivery Explanation
-Job Content
-Advice
-Informing of Next Periodic
Service
-Confirming Completion of
Requested Jobs
Informing Customer of Additional

Jobs and Getting Consent
Complete
RO
Preparation for
Appointment RO
Awareness of Workshop
Capacity
Controller
Technician
Customer Follow-up
Job Allocation
Check the Flowchart of service basic operation, including job

description
Periodic Maintenance working procedure.
Write down the name of forms as below.
check sheet "operation" for your convenience
Person in
Charge of Parts
Informing of Job
Delay
Recording and Reporting

Content of Customer
Follow-up
Quality Control
(Quality Inspector)
Confirming Job Process
Informing of
Additional
Jobs
Making Customer
Follow-up Calls
Reporting
Completion of
Job
Carrying Out Jobs

Preparing Parts
Check of Stock
Status
Order parts
-Customer Database
-Appointment Log
-Repair Order Sheet
-Repair Order Sheet
-Repair Order Sheet
-Repair Order Sheet
-Repair Order Sheet
-Customer Follow-up Policy
-Customer Contact Log
-Appointment Control Tool
-Vehicle Diagnosis Sheet
-Standard Operation
-Standard Operation Time List
-Quality Control
-Statement of Accounts
and Procedure Manual
(e.g., board or DMS)
-Protectors
Time List
Procedure Manual
-Quality Control Check Sheet
& Record Form
-(Walk-around Inspection Sheet)
-Job Progress Control
-Quality Control
-Job Content Explanatory Tools
-Price List
Tool (e.g., board or DMS)
Check Sheet
(e.g., illustrated materials or
-For Quick Processing of
-System for Examining, Diagnosing,
-To Finish by Delivery Time,
-Tool to Show Technician's Name & Progress
-To Not Only Deliver
-Two Purposes for Customer Follow-up
Appointments, System for Knowing
and Giving Appropriate Job
Job Allocation and Instructions
for Each RO and Capacity of Entire Workshop, Thus
Vehicle but also Clearly Explain
Call: To Say Thank You
Workshop Capacity & Parts
Instructions for Repair Vehicles
for Work and Time Given
Enabling Quick Response to Unexpected, e.g.,
Job Content and Charges,
& Early Response to Possible
Availability
in Accordance with
Walk-in Customer or Additional Maintenance.
Utilization of Above Tools
Complaints.
-System for Linking Appointments to
Technician Skill
-Standardized System throughout Entire
to Define Work Process
Both Important for CS &
Repair Order Sheets & Parts
-System to Accurately
Workshop for Parts Preparation and Vehicle Control
Operation Improvements.
Preparation
Log Actual Work Time
Established to Ensure Smooth Work Progress
And Prevention of Problem Recurrence
Tools to Use
-Job Progress Control Tool (e.g. board or DMS
replacement parts)
Points
by Sharing Comments with Team
-Service Procurement
KPIs
Ratio
-DM Response Ratio
-Reservation Ratio
-Utilization
-Utilization
-Efficiency
-Efficiency
-F-1 Ratio
-Follow-up Implementation Ratio

-CSI
DIAGRAMA DE FLUJO DE OPERACIONES DE SERVICIOS

PROCEDIMIENTOS DE OPERACIN
PERSONA
RESPONSABLE
CLIENTE
CONTACTO
PROACTIVO
CITAS
CLIENTE REQUIERE
SERVICIO
RECEPCION
CONTROLISTA
TRABAJO DE SERVICIO
CONTROL DE CALIDAD
ENTREGA
ANALIZA FALLAS DEL PROCESO.

ESTABLECE PLANES DE MEJORA Y
SEGUIMIENTO
Gerente servicio
CLIENTE SOLICITA CITA A APS
APS RECEPCION
CONFIRMA DISPONIBILIDAD DE
TALLER
RECEPCION
CONFIRMA STOCK DE
REPUESTOS
COMUNICAR A CLIENTES TRABAJOS

ADICIONALES Y SOLICITAR AUTORIZACIN
COMPLETA OT
EMITE HOJA DE
CITA Y ENTREGA
A CLIENTE
CONSULTA HORA DE
ENTREGA
ASIGNACION DE
TRABAJO
SUPERVISAR PROCESOS DE TRABAJO DE

TECNICOS
Dealer
CONTROLISTA
INFORMAR
TRABAJOS
ADICIONALES
INFORMAR DE
RETRASOS
REALIZACION DE
TRABAJOS
TECNICO
ENTREGA DE
RESPUESTOS A TECNICO
CARGA REPUESTOS A OT
PERSONA A
CARGO DE LOS
REPUESTOS
HERRAMIENTAS A
USAR
PUNTOS
KPIs
SEGUIMIENTO
EVALUAR TRABAJOS ADICIONALES Y

APROBACIN DE LOS MISMOS
CLIENTE ASISTE AL CCSS

PIURA
INFORMAR
FINALIZACIN
DE TRABAJOS
REALIZAR CONTROL DE
CALIDAD A UNIDAD
REALIZA PROCESO DE
ENTREGA:
EXPLICACION DE TRABAJOS
REALIZADOS- COSTOSVENTAS ADICIONALESRECORDATORIO DE CITASAPLICACION DE ENCUESTA
CARA A CARA
REALIZA LLAMADA DE
SEGUIMIENTO
ENTREGA REPORTE DE ENCUESTAS

Y LLAMADAS DE SEGUIMIENTO
Daily intake variation
Daily intake variation

Please track the past 2 months serviced Units (Job or RO) by following
categories
MES:MARZO
Mes:ABRIL
# de tecnicos
trabajando
FECHA
Servicios express
con dos tecnicos
Un Tcnico
cambio de
aceite 10 -20
-40
Servicios de
1000 y
reclamos de
taller
Garanta
Trabajos
correctivos
Carroceria y
pintura
Numero total
de unidades
de servicio
Servicios
express con
dos tecnicos
Cambio de
aceite,
pastillas - 1
tecnico
Un Tcnico
cambio de
aceite 10 -20
-40
Servicios de
1000 y
reclamos de
taller
Garanta
Trabajos
correctivos
Carroceria y
pintura
Numero total
de unidades
de servicio
16
22
11
22
15
13
25
16
22
16
27
14
24
10
15
14
22
18
27
13
19
19
33
18
26
15
16
26
16
28
14
24
10
13
24
10
10
15
11
16
24
11
13
18
12
21
34
12
13
13
11
16
13
19
26
14
14
14
21
15
18
30
15
17
25
16
30
39
16
17
23
17
17
27
17
17
22
18
21
30
18
19
13
19
19
14
22
20
20
18
25
21
14
27
21
17
24
22
18
26
22
16
23
23
13
22
23
14
21
24
24
11
25
25
21
33
26
26
14
20
27
27
28
28
29
29
30
30
Err:522
Err:522
Err:522
Err:522
Err:522
Err:522
31
Total
Average
# de tecnicos
trabajando
FECHA
Cambio de
aceite,
pastillas - 1
tecnico
31
Err:522
Err:522
Err:522
Err:522
Err:522
Err:522
Err:522
Total
Average
Err:522
Dealer's name:
Checked by:
Count your Repair order with breakdown as shown below for a week.
Monday
Month/Day
date
Periodic maintenance
Major service 40,000km
Minor service 10,000, 20,000km etc
Express Periodic Maintenance
Free service + internal service
Lube Service (only oil change etc)
General Mechanical
AM
PM
Delivered on
Please
checkAppointment
and track the
weeklyAppointment
service traffics
Walk-in
Walk-in
the same day
(# of unit serviced ) with following rules.
Delivered
total
# of
available
Technicians
Don't use the past results , just start from now to track to make
the newest one.
Please track the complete one sequential week, you can start
from any kind of day in the week..
Appointmentment definition : Appointment made "ONE day"
before the service day.
Warranty
others + Body & Paint
Tuesday
Month/Day
Walk-in
date
AM
Appointment
PM
Walk-in
Appointment
Delivered on
the same day
Delivered
total
# of
available
Technicians
units without
appointment in AM

General Mechanical
Warranty
Wednesday
Month/Day
Walk-in
date
units came to dealer

workshop, then units are
delivered with in the
same day.
units with
appointment in
AM
AM
Appointment
PM
Walk-in
overall total service units,

delivered number of units
to customers
Appointment
Delivered on
the same day
Delivered
total
# of
available
Technicians
Delivered on
Delivered
# of
Appointment
the same day
total
available
Technicians
Delivered on
Delivered
# of
Appointment
the same day
total
available
Technicians
Appointment
Delivered on
the same day
Delivered
total
# of
available
Technicians
Delivered on
Delivered
# of
Appointment
the same day
total
available
Technicians
General Mechanical
Warranty
Thursday
Month/Day
AM
Walk-in
date
Appointment
PM
Walk-in
General Mechanical
Warranty
Friday
Month/Day
date
AM
PM
Walk-in
Appointment
Walk-in
Walk-in
AM
Appointment
Walk-in
General Mechanical
Warranty
Saturday
Month/Day
date
PM
General Mechanical
Warranty
Sunday
Month/Day
AM
Walk-in
date
General Mechanical
Warranty
Appointment
PM
Walk-in
How many T/S are working for this day?

(excluding day off technician.) Commercial
Mechanical technician should be included.
Senior tech + Tec/Lub +Mers+ commercial
Tech
Dealer's name:
Count your Repair order with breakdown as shown below for a week.
LUNES
MES /DIA
date
Periodo mantenimiento
Checked by:
Entregado
Entregas
# of
Sin Cita
AM
Con cita
Sin cita
PM
Con cita
el mismo dia
totales
TECNICOS
DISPONIBLES
8
1
4
11
21
22
15
Mantenimiento servicio Express

1000 kms
Solo cambio de aceite
Mecanica general
Garantia
1
1
2
AM
PM
17
1
22
12
Sin cita
Con cita
11
1
10
2
2
MES /DIA
date
Entregas
totales
Con cita
Garantia
OTROS + CARROCERIA Y PINTURA
Wednesday
Entregado
el mismo dia
Sin Cita

1000 kms
Mecanica general
1
1
4
MES /DIA
date
2
2
Tuesday
AM
# of
TECNICOS
DISPONIBLES
Sin Cita
Con cita
Sin cita
PM
Con cita
Entregado
el mismo dia
Entregas
totales
9
1
5
8
1
5
22
1
15
24
1
3
1
2
Entregado
el mismo dia
Entregas
totales
19
24
# of
TECNICOS
DISPONIBLES
1000 kms
Mecanica general
Garantia
Thursday
1
2
MES /DIA
AM
PM
Sin Cita
Con cita
Sin cita
Con cita
1000 kms
Mecanica general
Garantia
13
5
2
3
date
Friday
AM
14
# of
TECNICOS
DISPONIBLES
2
3
MES /DIA
date
Entregado
Entregas
# of
Sin Cita
Con cita
Sin cita
Con cita
el mismo dia
totales
TECNICOS
DISPONIBLES
14
1
9
27
22
1
14
1
1
1
1
3
1
PM

1000 kms
Saturday

Mecanica general
Garantia
0
2
Sin Cita
Con cita
Sin cita
4
3
MES /DIA
date
AM
1
2
PM
Entregado
el mismo dia
Entregas
totales
10
12
Con cita
# of
TECNICOS
DISPONIBLES
1000 kms
Mecanica general
Garantia
Shared Tools Layout
Impact wrench
Air ratchet wrench
Air gun
Torque wrench
Hub cap priers
Scale / vernier caliper
Total
Quality check bays
Illustrate each tool's positioning inside the workshop.

STAFF
ROOM CUSTOMER LOUNGE
SPC
Remarks
3 equal to the number

#3 of tools would be
described
in the left
3
3 place.
Battery gravity meter
LLC tester
Radiator cap pressure tester
10
Tyre pressure gauge
11
Timing light
12
RECEPTION
17 x 1
30 x 1
AIR COND
1
Inspection Date: 1/12/05 ______
Please check and track the number of operation tools/SST which you have now in
workshop, based on the right tool list.
Rule)
check number of tools and SST by Store location.
Please complete making by referring this sample contents with
service workshop layout.
Please describe the location clearly.
TOILET
Periodic service bays
Tool/equipment
General service bays
No.
Individual Tool box
Dealers' Name: EAS PJ
WORKBAY
34 x 1
ALIGNMENT
x3
x3
10 x 1
35 x 1
TIME
CONTROL
11 x 1
13
12 x 1
34 x 1
13 x 1
36 x 1
Battery checker
13
Battery charger
14
CONSULT-II
15
LLC changer
16
A/T fluid changer
1
1
4 x1
21 x 7
6 x1
PAINT
24 x 2
7 x1
AREA
32 x 7
9 x1
34 x 8
29 x 1
36 x 2
34 x 3
A/C refrigerant changer
18
Brake fluid air bleeder set
19
Brake fluid auto changer
20
T/M gear oil feeder
33 x 21
21
Oil drain container
38 x 1
22
Oil filter wrench
23
Oil supply container
24
Water supply container
25
Grease packer
26
Automatic car wash
27
Underbody car wash
28
Floor mat washer
29
Vacuum cleaner
30
Tyre balancer
31
Tyre changer
32
Garage jack
33
Car lift
21
21
34
Periodic inspection toolbox
13
13
35
Tyre rack with caster
36
Engine oil supply piping
37
Oil drain piping
38
Gas welder
40
41
36 x 1
34 x 1
3 x1
20 x 3
17
39
OVEN
31 x 1
* PJ1 & PJ2
13
2 picture like below

2
Insert the layout
then circle the location for tool
and SST etc.
16 x 1
WASTE
23 x 2
STORE
Your observation:
STORE
OVERHAUL
ROOM
4 x2
14 x 1
OFFICE
25 x 2
WARRANTY ROOM
What do you think needs to be done to improve?
Illustrate each tool's positioning inside the workshop.

EQUIPOS DE USO
PARA
MANTENIMIENTOS
Total
Quality check bays
Inspection Date: _____
Periodic service bays
HERRAMIENTAS EQUIPOS
Dealers' Name:
General service bays
No.
Individual Tool box
Shared Tools Layout
Remarks
LLAVE DE IMPACTO
RACHE DE AIRE
PISTOLA DE AIRE
TORQUIMETRO
Hub cap priers
VERNIER
MEDIDOR BATERIA
LLC tester
MEDIR PRESION TAPA RADIADOR
10
MEDIDOR PRESION NEUMATICOS
11
LUZ DE SINCRONIZACIN
12
PROBADOR DE BATERIA
13
CARGADOR DE BATERIA
14
CONSULT-II
15
LLC changer
16
A/T CAMBIAR FLUIDO
17
A/C CAMBIAR REFRIGERANTE
18
PURGAR AIRE DE LIQUIDO DE FRENOS
19
CAMBIAR LIQUIDO DE FRENOS
20
T/M ALIMENTADOR
21
RECIPIENTE DE DRENAJE DE ACEITE
22
LLAVE FILTRO DE ACEITE
23
RECIPIENTE DE SUMINISTRO DE ACEITE
24
RECIPIENTE DE SUMINISTRO DE AGUA
25
Grease packer
26
LAVACOCHES
27
Underbody car wash
28
LAVADORA DE ALFOMBRA DE PISO
29
ASPIRADORA
30
BALANCEADORA
31
CAMBIAR NEUMATICO
32
Garage jack
33
Car lift
34
CAJA HERRAMIENTAS DE INSPECCION PE
35
ESTANTE DEL NEUMATICO CON RUEDA
36
TUBERIA DE SUMINISTRO DE ACEITE MOTOR
37
TUBERIA DE DRENAJE DE ACEITE
38
SOLDADOR DE GAS
39
40
41
5
4
4
0
4
0
4
1
1
5
5
0
14
OFICINA
TALLER
ALMACEN
REPUESTOS Y
MOSTRADOR
Sala
CLIENTES
Sala
ventas
Your observation:
What do you think needs to be done to improve?
Actual work time recording for periodic maintenance service

Major periodic maintenance, such as 40,000km one-man periodic
Example
Dealers' name:
Record 1: WHE 44
Model Name:__N16_______
Model Year:__2001_____
Technician's Year of Experience:_7___years
Date of recording: 28.11.05
Mileage:____126796_____________km
Lift Type:( )Two-post ( )4-post ( )Pit-type ( )Ordinary bay
Work Item:
Minutes
Replaced parts:
1. Preliminary check
4
1)
Engine Oil
2. Service work
16
2)
Oil Filter
3. Quality check
5
3)
4. Test drive
and track the operation speed
4)
Please
check
and times by each periodic
maintenance
maintenance, and Express
5. Car-wash
service (Major, Minor
12 periodic
5)
maintenance)
6. Paper work
3
6)
3 service units for each periodic maintenance.
7
7)
Please change the technician for each 3 units to measure times.
8
8)
Any model is OK, but please don't use the commercial vehicle.
9
9)
If the replaced parts are a lot for that periodic maintenance, that periodic
Total
40
10)
maintenance is not appropriate to check, please
pick up the normal periodic
maintenance RO.
Note:
Wiper, Tyre, Lower
Arm
Record 2: BHC 2831
Model Name:_C22________
Model Year:__2004_______Mileage:___79761______________km
Work Item:
2. Service work
3. Quality check
4. Test drive
5. Car-wash
6. Paper work
7
8
9
Total
Minutes
3
92
3
13
4
115
Replaced parts:
1)
Engine Oil
2)
Oil Filter
3)
Valclean
4)
Fuel Cleaner
5)
Battery Water
6)
7)
8)
9)
10)
Note:

Record 3: WKF 8711
Model Name:_N16________
Model Year:___2002_____ Mileage:____80492_____________km
Work Item:
2. Service work
3. Quality check
4. Test drive
5. Car-wash
6. Paper work
7.Alignment
8
9
Total
Note:
Minutes
5
55
3
24
6
11
104
Replaced parts:
1)
Engine Oil
2)
Oil Filter
3)
Valclean
4)
Fuel Cleaner
5)
6)
7)
8)
9)
10)

<Major periodic maintenace , one-man 40,000km periodic maintenace>
Dealers' name: PIURA
Record 1: B6E-752
MODELO: D22
Date of recording: 17/05/2013
AO: 2012
AOS DE EXPERIENCIA DEL TECNICO: 1 AOS
Item trabajo:
1. Revisin preliminar
2.Trabajo de servicio
3. Control de calidad
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total
KILOMETRAJE: 40 132 km
Tipo elevador:(X)2 postes ( )4-post ( )Pit-type ( )Ordinary bay
Minutos
2
162
10
0
45
3
222
Partes reemplazadas:
1)
FILTRO DE ACEITE
2)
ARANDELA
3)
FILTRO DE AIRE
4)
FILTRO DE COMBUSTIBLE
5)
FILTRO SEDIMENTADOR
6)
LIMPIADOR INTERNO
7)
LIQUIDO DE FRENOS
8)
TOPES DIRECCION
9)
PLUMILLA
10)
Note:
Record 2: LIG-405
MODELO:T31
AO: 2010
AOS DE EXPERIENCIA DEL TECNICO:2AOS
Item trabajo:
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total
Date of recording:
KILOMETRAJE:43291km
Tipo elevador:( )2 postes ( )4-post ( )Pit-type ( )Ordinary bay
Minutos
3
145
8
0
48
2
206
1)
FILTRO DE ACEITE
2)
3)
FILTRO DE AIRE
4)
ARANDELA
5)
ACEITE MOTOR
6)
ACEITE CORONA
7)
LIQUIDO DE FRENOS
8)
9)
10)
Note:
Record 3: A1M234
MODELO: T31
AO:2010
Item trabajo:
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total
Note:
Date of recording:
KILOMETRAJE:39733km
Tipo elevador:(X )2 postes ( )4-post ( )Pit-type ( )Ordinary bay
Minutos
7
154
0
0
40
3
204
1)
FILTRO DE ACEITE
2)
3)
FILTRO DE AIRE
4)
ARANDELA
5)
ACEITE MOTOR
6)
ACEITE CORONA
7)
LIQUIDO DE FRENOS
8)
9)
10)

<One man periodic maintenace, minor check up>
Record 1: P1Y-753
MODELO: D40
AO: 2012
Item trabajo:
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total
KILOMETRAJE:10 779km
Tipo elevador:( X)2 postes ( )4-post ( )Pit-type ( )Ordinary bay
Minutos
2
62
5
0
35
2
106
1)
FILTRO DE ACEITE
2)
ARANDELA CARTER
3)
FILTRO DE AIRE
4)
5)
FILTRO SEDIMENTADOR
6)
LIMPIADOR INTERNO DE MOTOR
7)
LIJA
8)
9)
10)
Note:
Record 2: C1E-866
MODELO:D40
AO: 2010
Item trabajo:
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total

Tipo elevador: (X)2 postes ( )4-post ( )Pit-type ( )Ordinary bay
Minutos
3
48
0
0
28
3
82
1)
FILTRO DE ACEITE
2)
ARANDELA CARTER
3)
FILTRO DE AIRE
4)
FILTRO COMBUSTIBLE
5)
FILTRO SEDIMENTADOR
6)
LIJA GRUESA
7)
8)
9)
10)
Note:
Record 3: WKF 8711

MODELO:D40
AO: 2011
Item trabajo:
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total
Note:

KILOMETRAJE: 50314 km
Minutos
2.2
60
4.5
0
32
3
101.7
1)
FILTRO DE ACEITE
2)
ARANDELA
3)
LIJA
4)
FILTRO AIRE
5)
FILTRO COMBUSTIBLE
6)
FILTRO SEDIMENTADOR
7)
LIMPIADOR INTERNO MOTOR
8)
9)
10)

<Express maitenace Two-man periodic maintenance>
Record 1: P2L-884
MODELO: D22
Date of recording:
AO: 2011
Item trabajo:
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total
KILOMETRAJE:22 074_km
Minutos
1
36
4
0
30
2
73
1)
FILTRO DE ACEITE
2)
ARANDELA
3)
FILTRO DE AIRE
4)
FILTRO DE GASOLINA
5)
BUJIAS
6)
LIMPIADOR INTERNO
7)
TOPES DE DIRECCION
8)
9)
10)
Note:
Record 2: P1Q-566
MODELO:C11_
AO:2012
AOS DE EXPERIENCIA DEL TECNICO:1AOS
Item trabajo:
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total
Date of recording:
KILOMETRAJE:6 100 km
Minutos
2
21
4.5
0
35
2
64.5
1)
FILTRO DE ACEITE
2)
ARANDELA CARTER
3)
4)
5)
6)
7)
8)
9)
10)
Note:
Record 3:A3D-553
MODELO:B13
AO: 2009
Item trabajo:
4. Test drive
5. Lavado
6. Hoja informativa
7
8
9
Total
Note:
Date of recording:
Minutos
1.3
30
0
0
20
2
53.3
1)
FILTRO DE ACEITE
2)
ARANDELA CARTER
3)
ELEMENTO AIRE
4)
FILTRO COMBUSTIBLE
5)
BUJIAS
6)
7)
8)
9)
10)

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Pre-research items and its objectives.

2 Daily intake variation

RO analysis by service categories about past 2 months.

a week customer traffic analysis with appointment approach.

4 Shared Tools Layout

5 work time recording

Check how much time is necessary for each jobs (Periodic

To find out the improvement points about overall productivities.

To grab the operation speed and its quality.

PERFIL PRINCIPAL DE TALLER

HORAS LABORABLES: 48 HORAS SEMANALES

NUMERO DE Enter the number of exclusive bays if any.

Elevador dos polos

Organization of Service department

Salario fijo - Banco

Incentivos (basado en ventas adicionales y CSI (SA Performance)) Banco

Individual Service Operations

Please use as a memo to

Flowchart of Service Operations (Sample)

Assessing If Additional Jobs Needed

Setting Targets for

This is comming from DOS.

Informing Customer of Additional

Check the Flowchart of service basic operation, including job

Recording and Reporting

Confirming Job Process

Carrying Out Jobs

-Repair Order Sheet

-Repair Order Sheet

-Repair Order Sheet

-Repair Order Sheet

-Repair Order Sheet

-Customer Follow-up Policy

-Customer Contact Log

-Appointment Control Tool

-Vehicle Diagnosis Sheet

-Standard Operation Time List

and Procedure Manual

(e.g., board or DMS)

-Quality Control Check Sheet

& Record Form

-(Walk-around Inspection Sheet)

-Job Progress Control

-Job Content Explanatory Tools

Tool (e.g., board or DMS)

(e.g., illustrated materials or

-For Quick Processing of

-System for Examining, Diagnosing,

-To Finish by Delivery Time,

-Tool to Show Technician's Name & Progress

-To Not Only Deliver

-Two Purposes for Customer Follow-up

Appointments, System for Knowing

and Giving Appropriate Job

Job Allocation and Instructions

for Each RO and Capacity of Entire Workshop, Thus

Vehicle but also Clearly Explain

Call: To Say Thank You

Workshop Capacity & Parts

Instructions for Repair Vehicles

for Work and Time Given

Enabling Quick Response to Unexpected, e.g.,

Job Content and Charges,

& Early Response to Possible