Service and Maintenance of Vehicle

1. Presented By: Harsh Gupta M.Tech. (Automobile Engineering) A7626214006

2. Problem Statement To measure the service quality of the car maintenance procedure as there is
always doubt in the customer’s mind that what has been done by the service station? Whether we
should follow the periodic service schedule specified by manufacturer or not?

3. Introduction Maintenance can be defined as the activities required to conserve as nearly as long, as
possible the original condition of an vehicle while compensating for normal wear and tear. A vehicle
service is a maintenance procedure carried out at a set time interval or after the particular distance
vehicle has travelled.

4. Service Procedure Followed By Service Stations Create an Inspection Report For any external
Damages and let them come into knowledge of customer. Get customer feedback about the Vehicle
and its performance. If no special Complaint is made send the vehicle for pre service cleaning. After
pre service cleaning common step followed are: Check/Change the Engine oil if needed.
Check/Replace the Oil Filter if needed.

5. Check/Clean/Replace the Air Filter if needed. Check/Clean/Replace the Fuel Filter if needed.
Check/Clean/Replace the Spark Plugs. Check level and refill Coolant. Tune the Engine. Check level
and refill Brake Fluid. Check level and refill Power Steering Fluid. Check level and refill Transmission
Fluid. Grease and lubricate components. Inspect and replace the timing belt if needed. Check all the
electric terminals and battery.

6. After servicing vehicle is sent for post service cleaning. After post service cleaning tyre pressures is
checked. Finally vehicle is prepared for delivery. While delivering the vehicle to customer a
maintenance sheet is given to customer in which next service due on and some basic tips for vehicle
maintenance is mentioned .

7. Literature Review to resolve above problems Here, study of measuring service quality of car
maintenance is done with he lp of Servqual. A model was developed with the help of servqual by
Parasuraman, Zeithaml and Berry in 1985. Its is an five gap model which shows discrepancy between
service station and customer.

8. Here another problem is that whether the consumer should stick to the prescribed service schedule.
To support I have done study of another paper about the Automobile Engine reliability for periodic oil
change. With the help of the above research paper and the hand on experience in the workshop I
came to conclusion that yes the customer should always follow the prescribed service schedule.

9. Conclusion There is a lot to learn in service and maintenance of vehicle process. More
improvement in service procedure can be done to achieve highest service satisfaction. There are many
problems while servicing a vehicle for which we have to go beyond engineering application and
prescribed method.