ServiceOperationsGuide 062608 PDF

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American Suzuki Motor Corporation

3251 E. Imperial Hwy
Brea, CA 92821 VS1-SER-SO-V1080501
Printed indate:
Print the USA
5/08
INTRODUCTION
This Operation Guide includes important Suzuki Dealership Service

and Parts Department Recommendations and Guidelines, as well as,
Standards and Minimum Requirements. It is intended to guide Suzuki
Dealers especially when there is a change of facility or Sales and Service
agreement, 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 SERVICE”

process, ASMC and dealers can work together to assure the long term
success of the Suzuki Brand and your dealership.
Revision Date: May, 2008

Service Operations Guide Introduction and Table of Contents
TABLE OF CONTENTS
Introduction
Tables of Contents .............................................................................................................................................................................. I
Definitions ............................................................................................................................................................................................. II
Suzuki Service Process – “Suzuki Way of Service”......................................................................................................1-28
Service / Parts Facility and Staffing Guidelines........................................................................................................... 29-30
• Facility Guidelines
• Staffing Guidelines
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

Service Operations Guide Introduction and Table of Contents
DEFINITIONS
Required or Requirement Dealership must have tool or process
Recommended Suzuki suggested tool or process to “best” meet

associated need.
Guideline Suzuki suggested quantity or size, or variable process to

“best” meet associated need.
Standard Dealership process required, or requirement.
Essential Refers to required tool or piece of equipment.
II
Service Operations Guide Suzuki Service Process - “Suzuki Way of Service”
SUZUKI SERVICE PROCESS The Suzuki Way of Service describes the basic processes
and procedures for operating a Suzuki dealership service
department. Dealership Service Managers can evaluate
compliance with these processes by conducting a Service
Operations Assessment.
Service Standards
Standard #1 Appointments will be available for all customers and set in

accordance with customers’ needs.
Standard #2 Customers are acknowledged immediately and Service

Advisors will begin to collect information within three minutes.
Standard #3 Service Advisors will courteously interpret, accurately

document and confirm all service needs.
Standard #4 All customers will be provided with accurate and complete

estimates and provide their approval prior to start of
maintenance or repair.
Standard #5 Alternative transportation will be offered to all customers.
Standard #6 All vehicles will be quality checked to ensure they are fixed
right the first time.
Standard #7 The dealership’s service facility will be neat, clean, and

accommodating.
Standard #8 All vehicles will be ready when promised and customers

notified when their vehicles are ready.
Standard #9 Service Advisors will explain all service repairs and charges,
deliver customer vehicles, and discuss future service needs
with the customer.
Standard #10 Customers will be contacted to ensure satisfaction within 48

hours of the service visit

Process #1: A. The customer contacts dealership to request service

Appointment Process appointment
Standard #1: Appointments will be available for all customers and

set in accordance with customers’ needs.
B. The Service Advisor obtains customer name, vehicle

identification number and/or license plate number
C. The Service Advisor reviews the dealership service

records to determine if owner is currently a
dealership customer
D. The Service Advisor verifies the customer data

currently on file:

• Name
• Address/E-mail
• Home Telephone
• Work Telephone
• VIN Number
• Make and Model
• Mileage
• Service Contract
K. If customer data does not exist, the Service Advisor

will obtain customer information and create a
service files.
• Name
• Address /E-mail
• Phone Number
• Work Telephone
• VIN Number
• Make and Model
• Mileage
• Service Contract
E. The Service Advisor questions the customer to

determine the general nature of service request:
• Routine Maintenance?
• Repair Unknown?
• Warranty/Service Contract?
• Level of Urgency?
• Waiter?
• Comeback?

Process #1: F. The Service Advisor will verify if customer’s vehicle

qualifies for:
Appointment Process

(continued) • Recall?
• Service Campaign?
• Open Incident Information?
System Support Required: Service Advisor can contact ASMC concerning recalls,
service campaigns.
G. The Service Advisor determines amount of additional

work that will apply to customer’s vehicle as a result of
ASMC review.
M. The Service Advisor inquires if customer wants additional

work performed.
N. If the customer accepts, additional work is added to

appointment schedule.
L. If the customer declines additional work, the Service

Advisor notes declined work in customer file. (R.O.)
H. The Service Advisor inquiries about customer’s need for

alternative transportation and offers options.
I. The Service Advisor checks for shop availability to

determine customer options.
J. The Service Advisor checks with the parts department (or

accesses computer) to check parts availability.
System Support Required: 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 parts

required based on preliminary customer service request.
P. If parts availability is not an obstacle, the Service Advisor

provides customer with appointment options and an
estimate of charges.
X. If parts availability limits appointment options, the Service

Advisor requests parts department to order needed parts.
The Service Advisor will incorporate ordering times into
appointment options for customer.

Process #1: Q. The Service Advisor logs the most acceptable/agreed

Appointment Process appointment time for customer.
(continued)
System Support Required: Provide the Service Advisor with the ability to
determine available times for customer appointments.
R. The Service Advisor calls the customer prior to

appointment to offer an appointment reminder.
System Support Required: Provide the Service Advisor with customers’

appointments for selected days.
S. The customer, upon being contacted by the Service

Advisor, either confirms or changes the appointment.
Y. If the customer confirms the appointment, the Service

Advisor updates the customer appointment file.
T. The customer wants to change or cancel the

appointment, the Service Advisor attempts to
reschedule. (Proceed to either V or H.)
U. The customer either reschedules or is unwilling

to reschedule.
V. If the customer is unwilling to reschedule, the Service

Advisor advises dispatcher/changes scheduling
file, informs the parts department, relieves alternative
transportation log, and updates customer
database files.
W. For all customers unwilling to reschedule, the service

department initiates a follow-up letter/survey to
recapture customer interest.

Appointment - Process 1 Service Work In
Advisor Progress:
Follow-up: “Dispatcher”
Reschedule Sends to
Sublet
Follow Up Process,
Service Reminder E
A B C D F G H I J
Service Advisor Service Advisor
Service Advisor Determines Client Service Advisor Service Advisor
Customer Service Advisor Current Additional N Reviews Service Advisor
Verifies and Request and Type Checks Product Dispatcher
Requests Identifies Customer? Work Required? Customer Checks Parts
Obtains Vehicle of Service Recalls, Verifies Shop
Appointment Customer Transportation Availability
Data Repair/Maintenance Campaigns, etc. Availability
Needs
System Support System
System Support System Support
Required : DMS Support
Delivery Process, Required : DMS System Support Required : DMS
Required
Update Required : DMS Y
Maintenance Log
Service Advisor M
K Obtains Service Advisor Does
Customer Data L Adds Decline N Customer Accept
Comment to Additional
Customer File Work?
System Support
Required : DMS
Y
Service Advisor
Adds To
N Appointment
Schedule
Y
O S V
R
P Q T
Service Advisor
Service Advisor Service Department
Changes Shop
Provides Client Service Advisor Confirms Service Department
Y N N Time, Informs Parts,
Parts Available? Appointment, Customer Confirms
With Appointment Logs The Attempts to Reschedule? Changes Substitute
Provides List of Appointment?
Options and an Appointment Reschedule Trans., Reschedules
Estimate Appointments to
and Updates
Sales Dept/BDCn
Database
System Support System Support System Support
Required : DMS System Support Required : DMS System Support
Required : Labor Time Guide
Required : DMS Required : DMS
U
Appointment
Log
N Y
Note Confirmation, Reception,

X Parts Ordering Reception, Write-ups and
Process Y Write-ups and Estimates
Estimates

Suzuki Service Process - “Suzuki Way of Service”
Process #2: A. Customer sets an appointment through the

appointment process.
Reception, Write-ups
and Estimates B. At set appointment date, customer arrives at
dealership or is a no-show.
C. Customer arrives at dealership with an appointment

for service.
J. If the customer does not arrive for a scheduled

appointment, the Service Advisor checks shop
availability and recontacts the customer to schedule
another appointment.
O. Service Advisor acknowledges customer upon arrival

and greets them in a timely fashion.
Standard #2: Customers are acknowledged immediately and

Service Advisors will begin to collect information
within three minutes.
E. Customer has arrived at the dealership at the

scheduled appointment time or is late.
F. If customer has arrived on time, Service Advisor

confirms customer and vehicle information and
verifies from appointment file.
L. If customer is late, Service Advisor checks shop

availability and determines if needed repairs can be
completed according to the customer’s needs.
P. Customer arrives at dealership for service without

an appointment.
Q. Service Advisor acknowledges and greets the

customer to determine the repairs needed.
Standard #2: Customers are acknowledged immediately and

Service Advisors will begin to collect information
within three minutes.
R. Service Advisor checks shop availability to determine

if needed repairs can be completed according to
customer need.
K. If shop scheduling cannot accommodate the repairs

needed, the Service Advisor schedules another
appointment for repair with the customer.

Process #2: G. Service Advisor determines if the customer will require

alternate transportation:
and Estimates (continued) • Loaner Car
• Rental Car
• Shuttle Van
• Taxi
Standard #5: Alternative transportation will be offered to all Customers.
M. If alternate transportation is required, the Service Advisor

makes necessary arrangements for the customer.
H. Service Advisor conducts appropriate questioning with

customer to determine the nature of the repairs being
requested, and records accurately symptoms indicated
by customer. Service Advisor uses diagnostic worksheet
as needed to assist in recording customer comments
for technician.
System Support: (Future) hand held system to prompt Service Advisor

through the problem diagnostic process with
the customer
Standard #3: Service Advisors will courteously interpret, accurately

document and confirm all service needs.
The Service Advisor conducts a vehicle walk around

inspection to record any damage to the vehicle and
determine if additional work is required.
O. Service Advisor determines if additional repairs

are needed.
S. If additional repairs or damage is observed, the Service

Advisor lists them on the R.O. and determines if the
customer 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

customer is needed:
• Drive ability
• NVH (Noise, Vibration, or Harshness)

Process #2: CC. If a test drive is needed, the service technician road
test, the vehicle with the customer to isolate the
Reception, Write-ups customer’s concern.
and Estimates (continued)
JJ. Service Advisor determines if additional diagnosis
time will be required.
KK. If additional diagnosis time is needed, the Service

Advisor notes the requirements on the worksheet.
U. The Service Advisor confirms parts availability for

repairs identified on work sheet with parts
department.
System Support: 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 not

available, repair completion time is adjusted if
needed and communicated to customer.
II. If parts are not available, Service Advisor initiates

parts special order process:
W. Service Advisor completes estimate for all known

repairs and provides to customer for approval.
X. Customer makes decision on approval of needed

repairs based upon estimate.
EE. If the customer does not approve all repairs as noted,

the Service Advisor makes correction on R.O. work
sheet to secure customer approval.
Y. If the customer approves the estimate for repairs, the

Service Advisor determines if the customer would like
their car washed, and their used parts returned and
notes all preferences on the work sheet.
Z. Service Advisor completes the repair order, obtains

customer signature and provides a copy to
the customer.
AA. Service Advisor determines if customer will require

any special attention or handling.

Process #2: BB. Service Advisor advises dispatch of special needs

such as:
and Estimates (continued) • Comeback
• Waiter
• Emergency Repair
• Transient Owner
FF. Service Advisor confirms if the customer will be waiting

while vehicle is repaired.
Standard #7: The dealership’s service facility will be neat, clean, and
accommodating.
GG. If the customer is not a waiter, Service Advisor provides

the customer with their transportation options.
JJ. Service Advisor sends repair order to dispatch.
LL. Porter identifies vehicle, installs quality control mirror tag

and moves vehicle to service parking area.

10
Reception, Write-Up, and Estimate - Process 2
Completeing
Appointment Paperwork and
Process Service Delivery:
Uncorrected
Problems
R.O
A B E F G H I
C D
Service Advisor Service Advisor Service Advisor
Customer Arrives Service Advisor Alternative Conducts
Customer Sets Customer Confirms Conducts
With Acknowledges Client on Time? Transportation? Appropriate
Appointment Arrives? Customer Walkaround
Appointment and Greets Client Customer
Y Y Information N Inspection
Questioning
System Support System Support System Support
Required : DMS Required : DMS Required : R.O.
N N Y
K L O
Serivce Service Advisor Porter Adds
Appointment Y
Check Availability Advisor N Shop Secures/Arranges Floor Mats Additional
J Process M
and Reschedule Reschedules Availability? for Alternative and Protection Work Required?
Transportation Items N
Required : DMS
N
N Required : DMS
Y
Service Advisor Shop Y
Customer Arrives, Acknowledges Service Advisor
P Availability?
No Appointment and Greets Notes Customer
Customer Preferences
Q R S System Support
Required : DMS
R.O
R.O
T U System Support V W X Y Z AA BB
Required : DMS
Service Advisor Service Advisor Service Advisor
Service Advisor
Confirms Parts Service Advisor Customer Notes Customer Prints R.O. and System Support
Test Drive N Y Y Y Informs
Availability for Parts Available? Provides Client Approval Preferences for Obtains Client Special Handling Required : DMS
Needed? Dispatcher of
Needed Repairs Estimate Granted? Car Wash, Save Signature, Copy Request?
Special Needs
with Parts Old Parts To Client
Counterperson System Support System Support System Support N GG
CC Y as Appropriate N Required : DMS N Required : DMS Required : DMS
Service Advisor Repair Service

Work In Service Advisor FF
Technician Test Order Advisor
Progress - Adjusts Promise Modifies Repair N
Drives with Directs Client
Problem Time, DD EE Order - Notifies Customer Wait?
Customer to
Identification Customer Communicates to Parts Department
System Support Quality Control Transportation
Fullfilment Customer of Change
Required : DMS Mirrior Tag
Process - System Support
Appointment Based Required : DMS
Parts Request
Y
Parts Special Service Advisor
Additional N Order Process Sends Repair
HH Diagnosis JJ
Needed? Order to
Dispatcher System Support
II Required : DMS
Y
Porter
Service Advisor Moves Vehicle to
KK Notes On LL Service Parking and
Repair Order Records Parking
Location
Process #3: A. Upon the customer’s arrival, reception, write up and

authorization to perform repairs, the vehicle is made
Work In Progress available for service. The Service Advisor notifies the
Dispatcher of vehicle availability and current location for
shop scheduling (Proceed to Step B).
B. The Dispatcher will use a set of priority rules to

determine the order in which jobs are dispatched to
technicians. (See for priority details). (Proceed to Step C)

Best Practice: Dispatcher maintains all Repair Orders on a service log or
dispatch system.
System Support: DMS
C. The Dispatcher will utilize an established process to

assign jobs on the basis of a technicians’ qualifications.
The dealership will assign a skill level for all of their
technicians. Guidelines for skill levels include:
• Experience
• Training
• ASE Certification
This step can be performed by the Dispatcher/Service

Advisor/Lead Technician (Proceed to Step D).
System Support: TBD
D. The Dispatcher reviews the need for sublet repairs.

Factors to consider include:

• Does the facility have the required equipment to
perform the needed repair?
• Does the facility have the personnel needed to

perform the repair (Proceed to step E or G).
E. Dispatcher establishes and maintains the repair priority

sequence for:
• Waiters
• Emergencies
• Carry-Overs
• Comebacks
• Appointments
• Casual Drive-Ins (Proceed to Step F or J)
System Support: TBD
11
Process #3: F. Upon determination of repair priority and job

Work In Progress (continued) the Dispatcher assigns the highest priority jobs to the
appropriate technicians in an expedited sequence by
entering the technician I D number in the “tech” field
on the job line via the on-line status tracking
worksheet. The Dispatcher can also re-prioritize any
job in a technician’s queue or reassign technicians
based upon subsequent work load or other reasons.
This is done via the use of an On-line “* Job Control
Process”. (Proceed to Step K):
System Support: Job Control File
The computer “traps” all time and cost information

necessary for productivity reports, and then formats
these reports for service manager or business office
call-up.
The work-in-process function and worksheet records

will fully integrate with the In-dealership Accounting
System such that work-in-process (open worksheet),
information can be obtained at any point in time.
G. If vehicle repairs cannot be performed by the

dealership, then the vehicle is dispatched to a
sublet facility for repairs. It is recommended that
a prior appointment be set with the sublet facility
and include:
• Job completion time estimate

• Job costing estimate
• Job pricing estimate
• Job lead time needed
• Applicable coding (if any)
• Consider alternate sources if
commitments cannot be met
• Service Advisor name (Proceed to Step H)
Best Practice: The Dispatcher monitors sublet job status to support

customer promise times.
System Support: TBD
12
Process #3: H. When the technician moves the vehicle to his stall, the
technician will update the computer indicating the
Work In Progress (continued) vehicles new location. (Proceed to Step I)
System Support: Job Status Process (as described in Step F)
The technician clocks on to the RO. when he receives

the car in his stall. The computer automatically updates
both the “repair order control” and the “job control” files to
reflect that the work order is not “in process”.
(Proceed to Step S)
J. Upon determination of repair priority and job complexity

the Dispatcher assigns the “standard” priority jobs to the
appropriate technicians by entering the technician I D
number in the “tech” field on the job line via the on-
line status tracking worksheet. The Dispatcher can also
re-prioritize any job in a technicians queue or reassign
technicians based upon subsequent workload or other
reasons. This is done via the use of an on-line “Job
Status Process”. (Proceed to Step K)
K. The computer releases only 1 repair at a time to a

technician. Technician must take each repair order in the
sequence it has been released. If more than one
technician is to work on a vehicle, the computer checks
to make sure that no two technicians are assigned to a
vehicle at the same time.
The Dispatcher will also have the ability to manually

queue repairs as conditions and customer needs change.
(Proceed to Step H).
System Support: TBD
The Dispatcher will be responsible to periodically check

the status of each repair order in process, repair orders
in queue and repair orders completed, on command. The
system will alert the Dispatcher of any job that:
• Is in danger of missing a promise time

• Is in danger of missing a promise time
• Will miss promise time
13
Process #3: L. If the service requirements or customer complaints

are not evident on the basis of a static evaluation, the
Work In Progress (continued) technician will perform a test drive to verify the repair
needs via a dynamic evaluation. (Return to Step M)
M. Was the customer’s complaint verified? (Proceed to

Step N or T).
N. If the problem could not be identified, the technician

should consult with Service Advisor to obtain
additional clarification. (Proceed to Step 0)
O. Was the complaint verified by the technician with this

additional information? (Proceed to Step P or T)
P. If the problem still cannot be verified, the Service

Advisor should now contact the customer for
additional information. (Proceed to Step Q)
Q. Can the problem now be verified by the technician?

(Proceed to Step R or T)
R. If the customer symptom cannot be verified, refer to

“technician drives car with the customer” in the
write-up process.
S. Immediately after the technician clocks onto the job,

he will review the repair order and perform a
stationary evaluation of the vehicle. This evaluation
determines whether the service requirements or
customer complaints are evident.
(Proceed to Step L or T)
System Support: R. O. and diagnostic check sheet.
T. Before the completion of the customers requested

the technician should perform a series of inspections
to insure that the vehicle is performing to factory
specifications. The results of these inspections
should be communicated with the customer prior to
completing their requested repairs.
(Proceed to Steps U and X)
System Requirement: R.O. and Standard inspection check sheet.
Best Practice: Technicians will conduct Multi- Point Vehicle

Inspections on all vehicles in for repair, and notify
Service Advisor of any additional maintenance or
repairs required.
14
Process #3: U. Following verification of the service needs and a

Work In Progress (continued) thorough vehicle inspection, the technician determines
if diagnosis is required to identify the cause of the
customer complaint. (Proceed to Step V or Y).
V. During the repair of a customer’s vehicle the technician

will obtain the needed tools, information and support
required to diagnose the cause of the customer
complaint. (Proceed to Step Z)
System Support Required: Scan Tool
W. Upon completion of the general vehicle inspection, if no

additional work is necessary, the technician will log these
findings onto the repair order so the Service Advisor can
explain them to the customer. (Return to Step U).
System Support: R.O.
X. Following verification of the service needs, and a

thorough vehicle inspection, the technician may or may
not identify additional work which should be performed. If
additional work is required, the technician informs the
Service Advisor, (Step CC) to obtain authorization for the
additional work. (Proceed to Step U or W).
Y. The technician determines what additional resources

might be required such as parts, sublet work, etc. In
addition the technician will also check for parts
availability. This information will be captured on the R.O.
and discussed with the Service Advisor. (Proceed to BB)
System Support: EPC
Z. In the event that a vehicle needs diagnosis, a fully

defined diagnostic process would be implemented.
The Technician will complete the diagnostic procedure
and determine what parts are needed (if any).
(Proceed to Step Y)
System Support: EPC
AA. If the customer declines additional work, the Service

Advisor modifies the RO. by adding comments which
state that the work was declined. (Proceed to HH)
15
Process #3: BB. If additional work was identified in Step X, the technician
needs to obtain authorization from the Service Advisor
Work In Progress (continued) before proceeding with repairs. (Proceed to Step CC or II)
CC. The technician notifies the Service Advisor of any

additional work or obstacles to completing the job as
scheduled. The Technician enters the reason for delay
into the computer. This notification should include labor
operations, materials, and parts involved. The technician
does NOT perform any work until authorized. (Proceed to
Step DD)
System Support: TBD
DD. Upon receiving notification from the technician that

additional work is needed, and prior to contacting the
customer for repair authorization, estimates, promise/
time and customer options must be assembled. The
Service Advisor enters the new information so that the
computer can realign the technician’s queue and update
the promise time and dollar estimate. The Service
Advisor then calls the customer for approval. (Proceed to
Step EE)
EE. The Service Advisor determines whether the customer

has any other repair items which need to be addressed,
in addition to the one which has not been authorized, and
discusses them with the customer. The customer makes
the decision whether to complete any remaining repairs
in addition to the one that he/she did not authorize.
(Proceed to AA or FF)
FF. The Service Advisor and customer will determine whether

the additional repairs can be completed on the same visit
or whether a new appointment must be scheduled.
(Proceed to Step GG or HH)
GG. If a new appointment is needed to perform customer-

authorized additional work, the Service Advisor will offer
the customer a range of appointment times to ensure that
the repair can be performed at the customer’s
convenience. (Ties to appointment process).
System Support: TBD
16
Process #3: HH. The Service Advisor must gain authorization for the work
before parts & labor can be charged to the repair order.
Work In Progress (continued) The technician must receive authorization from the
Service Advisor to proceed. (Proceed to Step II)
II. If additional authorization is not required, or authorization

has been obtained for additional repairs which do not
require a new appointment, the technician proceeds with
the acquisition of the needed parts by requesting the
parts from the Parts Counterperson. (Proceed to Step JJ)

JJ. Are the parts which the technician needs to perform
authorized repairs available?
(Proceed to Step KK or MM)

KK. Parts are not available. At this point the technician will
inform the Service Advisor that the job is on hold awaiting
parts availability and clocks off the job. At this point the
technician is free to begin another repair while waiting for
parts. (Proceed to Step LL)
LL. Service Advisor communicates parts timing with the

customer, after the parts order process timing has been
established. (Proceed to Parts Order Process)
MM. If the required parts are available, the Parts department

gives the parts to the technician. (Proceed to Step NN).
NN. The worksheet file is updated by the Parts department

with the appropriate parts information via the in-
dealership system, billing the parts to the R.O. (Proceed
to Step 00)
System Support:
R.O.
OO. The technician works on car and completes the repair.

(Ties into Vehicle Service and Quality Control Process)
17
18
Work in Process - Process 3
A
Reception, Dispatcher
Write-ups, and Dispatches to
G
Estimates System Support Sublet
B C Y F Required : DMS
D E
Dispatcher
Dispatcher Is A Sublet Dispatcher
Accesses N Y
Accesses Dispatch Priority? Assigns Repair - K H I
Repair Required?
Repair Priority Top Sequence
Complexity
Completing
Dispatcher Technician Technician
Paperwork System Support System Support System Support
Dispatches to Records Vehicle Clocks Job on
& Service Delivery; Required : DMS Required : DMS N Required : DMS
J Technician Movement System
Comeback,
Drivability or
Dispatcher
NVH issue System Support System Support By Technician(s)
Assigns Repair -
Regular Required : DMS Required : DMS System Support
Sequence Required : DMS
System Support Required : DMS
(Prioritized Job Stack)
L M N Technician O P Service Advisor Q Reception,

Consults Contacts
Technician Problem Problem Problem Estimate, and R
N with Service N Customer N
Test Drives Car Identified? Identified? Identified? Write-up
Advisor to Clarify to Clarify/Obtain
Technician Test
Service Additional
Drives Vehicle
Requirements Information
With Customer
Repair Order Y Y Y
or Screen N
Diagnostic T
Checksheet U Technician
Verify Service Technician Obtains System Support
Requirements/
Y Performs Diagnosis Y Information/Tools V Required
Complaints Without Inspection Required? Required
Test Drive? For Diagnosis
Repair System Support Repair
Order S Required : DMS Shop Manual, Service Order
System Support Bulletins/Advisories
Required : DMS X Scan Tool, etc.
Technician Technician
Checks Parts Performs Service Advisor Appointment
W Note Findings Additional Work Y Availability and Diagnosis and Z Notes Work GG Process
Required? Determines Order Determines Parts System Support AA Declines on R.O.
Requirements Requirement Required : DMS
System Support System Support DD System Support

Required Required : DMS Required : DMS System Support
CC Y Required : DMS
Service Advisor EE N HH
Obtains
FF
Technician Authorization New Service Advisor
Authorization Y Authorization Y Appointment N
BB Informs Service Update Promise Notifies
Required? Given? Required?
System Advisor Time Update Technician
Support Estimate
Required : DMS
N
JJ KK System Support
Technician Clocks Required : DMS Parts Order
Technician Parts Available?
N Off System LL
II Process
Obtains Parts and Notifies
Service Advisor Repair
Order
Y MM NN
Technician Picks Parts Department Technician
Up Parts Updates R.O. Repairs OO
Vehicle
Process #4: A. Following problem diagnosis and parts acquisition, and

upon commencement of the repair process, the vehicle
Vehicle Service and flow transitions from “Work-in-Process” to the Vehicle
Quality Control Service and Quality Control Phase. (Proceed to Step B)
B. The technician completes the repair. (Proceed to Step C)
C. Following repair completion, the technician will enter final

repair descriptions, closing out the repair transaction and
shifting from work in process status to Quality Control
tracking. (Proceed to Step E)
Best Practice: The technician will write a legible, detailed description

of what was inspected, repaired, and/or replaced on the
repair order.
The computer “traps” all time and cost information

necessary for productivity reports, and then formats
these reports for the Service Manager or business office
follow-up.
The work-in-process function and worksheet records will

fully integrate with the in-dealership accounting system
such that work-in-process (open R.O.), information can
be obtained at any point in time.
D. At this point, vehicles which were dispatched to sublet

facilities are returned to the dealer’s service department.
The Service Advisor or his designate will evaluate the
vehicle to determine if the repair was performed
satisfactorily. If not, the vehicle will be returned to the
sublet shop for corrective action. (Proceed to Step E)
E. If the customer complaint, Technician experience or

Service Advisor comments dictate that the car be test
driven, then the technician does so.
(Proceed to Step I or F)
System Support: The technician will perform a road test on all services
which impact drive ability and handling prior to beginning
diagnosis or repair, to confirm incident resolution (for
example, hesitation/stalling, vibration, noise, alignment/
pulling, etc.)
19
Process #4: F. Technician confirms proper operation of repaired

components to determine if the vehicle is functioning
Vehicle Service and normally. This may include performing a function
Quality Control (continued) test on non-driveability services to confirm operation
of components or systems (for example, radio,
heating & A/C, power lock, sunroof, etc.) He will
also verify that all work is performed as requested on
the vehicle’s repair order and perform a visual
inspection on maintenance or replacement services
(for example, ensure all clamps, caps, and other
fasteners are secured properly).
Meeting a customer’s service expectations means

fixing the problem right the first time. As such, both
the Technician and Service Advisor/Shop Foreman
have a role in quality control. (Proceed to Step G)
G. Did the vehicle pass the quality control inspection?

(If yes, proceed to Step J. If not, proceed to Step H.)
H. If the vehicle didn’t pass inspection it is returned to

a technician. The system will prompt management
as to what direction should be taken, i.e., assign
to original technician or reassign to a
different technician.
The Quality Control function should allow for Q & A

of the worksheet for additional work. The system
should capture “QC-OK” as part of records close-out.
If the vehicle fails a Quality Control inspection

twice, the procedural manual should state that
management must be consulted as to the next
step, i.e., review bulletins,contact Techline, etc.
(Proceed to Work-In-Process Diagnosis)
If a test drive is required following repair completion,

the technician logs the entry into the Job Status
Worksheet and performs the test drive.
(Proceed to Step F)
System Support: Job Status Process (as described in Step C)
J. A mirror tag will be utilized which contains space for

three signatures: Technician, Quality Control
individual, and Service Advisor.
20
Process #4: J. If the vehicle repair has been completed satisfactorily,

Vehicle Service and the person performing the quality control inspection
completes the Quality Control document and updates
Quality Control (continued) the system indicating that the QC check was performed
(Proceed to Step K)
Best Practice: 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

impact on the disposition of the old parts. (Proceed to
Step L or S)
L. The technician will return all parts replaced under

warranty to the Parts Department for parts return
warranty purposes. (Proceed to Step M)
M. The technician clocks off the R.O. when he has finished

the work. (Proceed to Step N)
System Support: Job Status Process (as described in Step C.)
N. After the technician logs off the repair, he delivers

the paperwork (R.O. Hardcopy, check sheet, etc.) to
the Dispatcher as notification that the repair is
completed. (Proceed to Step 0)
O. If the vehicle is to be washed, the technician will give the

keys or the vehicle to the porter who will be responsible
for washing the vehicle. At this point, the technicians’
association with the vehicle ends and he/she is free to
clock onto the next repair. (Proceed to Step Q)
System Support: Each vehicle is inspected to remove dirt or smudges

created during the repair process are removed.
P. The vehicle exterior is cleaned (if approval is given). A

wash or no-wash record was logged on the computer at
appointment or reception. (If approval is given, proceed
to Step P. If no approval is given, proceed to Step V)
Q. Upon receipt of the customer’s vehicle from the

Technician, the porter washes the vehicle in accordance
with the customer’s wishes, taking care to remove any
grease marks or soilage which may have occurred during
the repair procedure. The porter also inspects the interior
and cleans any soilage that might have occurred.
(Proceed to Step R)
21
Process #4: R. After the porter cleans the vehicle, he moves the
vehicle to the designated staging area to await the
Vehicle Service and customer’s arrival. He identifies the location of the
Quality Control (continued) vehicle via the online status tracking system.
(Proceed to Step V)
System Support: 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 the
customer requested his/her old parts returned.
(Proceed to Steps T or U)
T. If the customer requested return of his/her old parts,

the technician will pack the parts in appropriate
container 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 soil
any portion of the customer’s vehicle.
(Proceed to Step M)
U. If the customer did not request that old parts

be returned, the technician will discard the old parts
upon completion of the QC documents. Parts should
be disposed using appropriate or designated disposal
methods. (Proceed to Step M)
V. After parking the customer’s vehicle and identifying

its location, the porter returns the keys and all the
paperwork to the Dispatcher to initiate the close out
of the repair. (Proceed to Step W)
System Support: Job Status Process (as described in Step C) To

indicate the vehicle’s 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 Dispatcher

will notify the Service Advisor that the customer may
be contacted. (Proceed to Step X)
X. Upon receiving notification from the Dispatcher,

the Service Advisor initiates the paperwork
completion and customer contact process.
(Proceed to “Completing Paperwork and Service
Delivery” Process)
22
Vehicle Service and Quality Control - Process 4
Work In Progress:
Sublet
Special
Tools
A B F G H
C E
Technician
Technician
Documents Work
Technician Test Drive
N Performs Quality N Work In Progress:
Work In Progress Completed:
Completes Control Check Pass? Diagnosis
Cause Required?
Repairs Visula, Static,
Complaint,
Dynamic
Correction
System Support
Required : DMS Y Y
I
Technician
Updates
System
System Support
Required : DMS
Mirror Repair
Hanger Order
J K L M P Q R
N O
Technician Technician Technician
Completes Technician Porter Parks Car
Y Returns Old Parts Technician Takes The R.O.
Y Porter Washes
and Signs Quality Warranty? Delivers Car to Wash Vehicle? and Identifies
to Parts Logs Off Repair Hard Copy to Vehicle
Control Porter Location
Department Dispatch
Documents
and Updates
System Support
System
N Required : DMS N
System Support
Required : DMS
T
S
Technician Packs
Customer Y Old Parts and
Wants Returns With
Parts? Vehicle
N
U V W X
Porter Completing
Dispatcher
Technician Returns Keys Paperowrk and
Notifies
Discards Parts and Paperwork Service Delivery
Service Advisor
to Dispatcher
System Support
Required : DMS
23
Process #5: A. Vehicle repairs completed. Quality checks completed.

Completing Paperwork B. The Service Advisor reviews, recaps, and reconciles
and Service Delivery the Repair Order with the invoice.
C. The Service Advisor prints the invoice.
D. Based upon repairs completed, the Service Advisor

pulls the customer’s maintenance book out of
the glove box and fills in the appropriate completed
maintenance section.
Standard #8: All vehicles will be ready when promised and

Customers notified when their vehicles are ready.
F. Service Advisor telephones and advises the customer

of the final repair costs and explains what has been
completed and the results of the repairs. The Service
Advisor confirms the pick up times and reminds the
customer of the rental car procedures.
E. Service Advisor checks to see that the technician has

signed, completed and properly attached the Q.C
mirror tag to the customer’s vehicle.
G. If the customer does not arrive on time or within an

hour of pre-agreed time, the Service Advisor calls the
customer. This is especially critical if the loan/rental
car is going to another customer.
K. If the customer cannot deliver or pick up vehicle.

Service Advisor adjusts the loan car log and the
service delivery schedule.
H. The customer arrives at dealership and is greeted by

the Service Advisor.
I. Was the customer provided with a loan or

rental vehicle?
J. The Service Advisor checks car for mileage, condition

and helps the customer remove personal items.
24
Process #5: L. The Service Advisor offers to review the R.O. in detail.
The Service Advisor discusses what was done, the cost
Completing Paperwork
and how this compares to the estimate. The Service
and Service Delivery Adjustor discusses maintenance book up dates and
(continued) points out upcoming maintenance requirements.
Standard #9: 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 would

like to road test the vehicle.
N. After reviewing the repair order, the Service Advisor

escorts the customer to the cashier’s office.
O. Service Advisor advises the porter to bring the

customer’s car forward for customer delivery.
P. The Service Advisor delivers the unit to the customer as

he returns from the cashier’s office.
Q. Before the customer enters the vehicle, the Service

Advisor removes all protective items.
R. The Service Advisor advises the customer that the used

parts have been placed into the trunk as requested.
S. The customer leaves.
T. If the customer wants to go on a test drive, the porter

retrieves the customer’s vehicle.
U. The Service Advisor accompanies the customer on a short

test drive offering detailed explanation of the
work completed.
V. The Service Advisor asks the customer if the problem

has been resolved
W. If the problem has been resolved, the Service Advisor

directs the customer to the cashier.
X. If the problem has not been resolved, the Service Advisor

makes arrangements to secure alternate transportation if
needed, and reschedule the repair date.
25
26
Completing Paperwork and Service Delivery - Process 5
F
A B C D E G H I J
Service Advisor
Service Advisor Service Advisor Calls Customer
Vehicle Service Service Advisor Will
Reviews Repair Confirms QC with Total Service Advisor Y
and Quality Service Advisor Updates Customer Y Loan/Rental Service Advisor
Order and Mirror Tag Repair Cost Greets Customer
Control Prints Invoice Customer Arrive Car Return? Checks in Car
Reconciles with is Complete and Confirms
Maintenance Log on Time?
Invoice and Signed Service Delivery
Time
Required : DMS Required : DMS N N
Maintenance Quality Control Service Advisor
Book Mirror Tag Reschedules
K and Adjusts Service Advisor
Loan Car/Rental Car L Explains Repairs
Log if Applicable to Customer
System Support
Required : DMS
M Q
P
N O R S
Service Advisor
Delivers Vehicle Remove Service
Is the Repair Service Advisor Porter Retrieves Return Old Parts
Washed in Protection Customer
a Comeback, Driveability, Escorts Customer Customer’s As Requested
Accordance with Seat Cover Leaves
or NVH Problem? to Cashier Vehicle
N Customer’s and Floor Mats
Authorization
Porter Retrieves
T Client’s Vehicle
Service Advisor Performs

Road Test with
U Customer to Demonstrate
That Problem Has
Been Corrected
W
Vehicle Y Service Advisor
Problem
V Escorts Customer
Corrected?
to Cashier
X Work In Progress
Process #6: A. The Business office routes copies of repair orders to

each Service Advisor.
Service Advisor Follow-up
B. The Service Advisor will then mail “thank you” cards
or letters to each service customer thanking them for the
business and opportunity to serve.
C. The Service Advisor follows up each service visit with a

telephone call.
Standard #10: Customers will be contacted to ensure satisfaction Within

48 hours of the service visit.
D. The Service Advisor asks the customer if they are

satisfied with their recent service experience.
E. If the customer’s experience was good, the Service

Advisor thanks the customer, advises them of their next
service interval, and informs them that the dealership will
be sending a service reminder.
F. If the customer had an unacceptable service

experience, the Service Advisor inquires if the repair
problem has been resolved.
H. If the problem has not been fixed, or if there are new

problems, the Service Advisor apologizes and offers to
reschedule for correction.
G. If the problem is not repair related, the Service Advisor

asks the cause and them commits to appropriate
action(s) that will meet customer expectation.
27
28
Service Advisor Follow-Up - Process 6
A D E
B C
Service Advisor
Business Office
Service Advisor Thanks Customer Appointment
Routes Copy of
Service Advisor Calls Customer Good and Advises Process –
Completed Repair Y
Mails Thank You About Most Experience? Them That They Service Reminder
Order to
Card to Customer Recent Service Will Receive Communication
Respective
Experience Service
Service Advisor
Reminders
N
Advisor
Is There Probes,
F A Problem With
N Commits to G
The Vehicle? Corrective
Review
Service Advisor
H Offers to
Reschedule
to Correction
Service Operations Guide Service / Parts Facility and Staffing Guidelines
SERVICE/PARTS FACILITY AND

STAFFING GUIDELINES
Planning Volume(s) PV The facility, personnel and equipment quantities and square
footages listed below are based on annual Suzuki Dealership
new vehicle sales planning volumes, (PV). This PV is classified
into Tiers based on a pre-determined range of new Suzuki
sales, see below:
Tier 1 = <300 PV
Tier 2 = 301 to 600 PV
Tier 3 = 601 to 900 PV
Tier 4 = 901> PV
Note: This Section can be used as a survey checklist for new or

buy/sell dealers.
YES/NO
OR
CATAGORY ITEM QTY/SIZE GUIDE
Service Center Service Stalls Qty Tier 1, 2 to 5 Stalls w/ Lifts

Tier 2, 5 to 8 Stalls w/Lifts
(Minimum 2 Stalls w/ lift for Tier 1, required)
Service Stall Sq. Ft. 300 sq. ft. minimum per stall.
(15 ft. wide x 20 ft. deep)
Service Advisor(s)/ Qty Tier 1, 1 Advisor w/Stall

Stalls Tier 2, 2 Advisors w/Stalls
Tier 3, 3 Advisors w/Stalls
Tier 4, 4 Advisors w/Stalls
Service Advisors Sq. Ft. 125 Sq. Ft. each minimum

Stall
Service Write-Up Qty Tier 1, 1 Write-up Drive

Drive Tier 2, 1 or 2 Write-up Drives
Tier 3 & 4, 2 Write-up Drives
Service Directional Qty 1 Service Direction Sign, 1 all Tiers

Sign
29
Service Operations Guide Service / Parts Facility and Staffing Guidelines
SERVICE/PARTS FACILITY AND

STAFFING GUIDELINES
(continued)
YES/NO
OR
CATAGORY ITEM QTY/SIZE GUIDE
Service Center Service Manager Sq. Ft. 1 Service Managers office all Tiers,
Office (120 sq. ft. minimum)
Customer Parking Qty Tier 1, 25

Spaces Tier 2, 30
Tier 3, 35
Tier 4, 40
Service Customer Sq. Ft. Tier 1 & 2, 340 sq. ft.

Lounge Tier 3 & 4, 400 sq. ft.
Parts Parts Storage Floor Sq. Ft. 275 sq. ft per service stall
Department Space
Parts Mgr. Office Sq. Ft. All Tiers, 1 Parts Manager office all Tiers,
(105 sq. ft. minimum)
Parts Retail Counter Sq. Ft. (50 sq. ft minimum).

Space
Technician Parts Sq. Ft. (50 sq. ft minimum).

Counter Space
Dedicated Delivery Sq. Ft. Shipping and receiving DD (90 sq. ft).
“DD”
Service/Parts Service Manager Y/N 1 Service Manager, may handle other models.
Department Staff (may be dualed)
Service Advisor Qty Tier 1 & 2, 1 Exclusive Service Advisor

Tier 3, 3 Service Advisors (1 Exclusive)
Tier 4,, 4 Service Advisors (may be dualed)
Service Technicians Qty Service stall ratios is 0.5 to 1 x 1

(minimum two Technicians for Tier 1 required)
Service Technician Y/N Technicians must have obtained at least Suzuki Bronze
Training Certification.
(Within 6 months for new dealer start up.)
Parts Manager Y/N 1 Parts Manager

(may be dualed)
30
Service Operations Guide Service / Parts PC Requirements
SUZUKI DEALERSHIP
SERVICE and PARTS Minimum Suzuki dealership Parts and Service operations have two
PC Requirements different types of Minimum PC requirements.
1. “Suzuki Connect” dealer communication system for all

business applications such as; warranty processing,
parts ordering, technical information, etc.
2. TIS2WEB and Pass-Through in-shop PC, for product

diagnosis and on-board ECM reprogramming applications.
Suzuki Connect PC Application PC with “Suzuki Connect” capabilities located in; Parts
Department, Service Office and one at each Service
Advisor Station.
Suzuki Connect PC Specification
FEATURE SPECIFICATION YES/NO
CPU Clock Speed: 2GHz or greater

Memory: XP512 MB RAM or greater _____
VISTA: 2 GB RAM or greater
Hard Drive Hard Disk: Minimum 500 MB free space (for software
Install)
_____
Internet Internet Explorer 6.0 (8.0 Recommended)

High Speed Internet Connection (DSL, Cable Modem,
T1) _____
Ethernet Network Card
Monitor 17” SVGA Color Monitor or greater (for EPC)

1024 x 768 Screen Resolution (highest (32bit) or True _____
Color)
Operating System Windows XP Professional or Vista Business/Ultimate

Adobe Acrobat Reader 6.0 (8.0 Recommended) _____
Video 3D Accelerator Card/w 128 MB Video RAM (Required for

Vista) _____
31
Service Operations Guide Service / Parts PC Requirements
IN-SHOP PC Application High Speed Internet Access for TIS2WEB and Pitstop
Connectivity.
• Hardware Requirements: PC, Monitor, Printer

combination.
• Portable – In service bay capability, (Roll
around cart recommended).
In-Shop PC Specification
FEATURE DESKTOP SPECIFICATION YES/NO LAPTOP SPECIFICATION YES/NO
CPU Intel Pentium 4, 1.3 GHz or Intel Pentium M/Centrino 1.3

higher _____ GHz or higher _____
Hard Drive 20GB ATA or higher _____ 20GB ATA or higher _____
RAM 256 MB SDRAM or Higher _____ 256 MB SDRAM or Higher _____
Video Memory 16MB RAM or Higher _____ 32MB RAM or Higher _____
Optical Drive 40X/16X CD/DVD combo drive CD/DVD combo drive

_____ _____
(CD-ROM/DVD)
Communication USB 1.0/2.0 Ports, 1 Parallel, 1 USB 1.0/2.0 Ports, 1 Parallel, 1

_____ _____
Ports Serial * Serial, 1 Type II PCMCIA Slot
Network Adapter Integrated PCI or ISA Ethernet NIC Ethernet Integrated

_____ _____
Network Interface Card 10/100/1000
10/100/1000 *Wireless NIC optional
Operating System Microsoft® Windows® 2000 Microsoft® Windows® 2000

Professional SP4 or XP _____ Professional SP4 or XP _____
Professional SP2 Professional SP2
Internet Browser Internet Explorer 6.0 SP1 Internet Explorer 6.0 SP1
_____ _____
or Higher or Higher
Java Runtime 1.4.2 or later _____ 1.4.2 or later _____

Environment
Anti-Virus Current version of commercially Current version of commercially

Software available virus protection _____ available virus protection _____
* USB to Serial Port Adapter May Be Purchased if PC Does Not Include RS232 Serial Port.
32
Service Operations Guide Essential Tools
ESSENTIAL TOOLS Essential tools are required; dealerships must order as part
of appointment process. Added tools will be automatically
shipped and billed to the non-vehicle account.
IMAGE ITEM NUMBER DESCRIPTION MODEL YES/NO
09910-06520 SDS TOOL KIT AERIO ESTEEM FORENZA/

RENO GRAND VITARA
SAMURAI SIDEKICK SIDEKICK ____
SPORT SWIFT SX4 VERONA
VITARA X90 XL-7 / XL7
09911-97710 OIL SEAL GUIDE AERIO ESTEEM GRAND VITARA

VITARA XL-7 / XL7 ____
09911-97811 OIL SEAL INSTALLER AERIO ESTEEM GRAND VITARA ____

SWIFT VITARA XL-7 / XL7
09913-50121 OIL SEAL REMOVER AERIO XL-7 / XL7 ____
09913-60910 BEARING/GEAR PULLER

(40-60mm) ____
09913-70123 BEARING INSTALLER AERIO GRAND VITARA XL-7 / ____

TOOL XL7
09913-75510 BEARING INSTALLER AERIO ESTEEM GRAND VITARA

VITARA XL-7 / XL7 ____
09913-75520 BEARING INSTALLER AERIO ESTEEM GRAND VITARA

VITARA XL-7 / XL7
____
09922-46010 CLUTCH RELEASE AERIO ESTEEM SWIFT ____

BUSHING REMOVER
33
ESSENTIAL TOOLS (continued)
09913-76010 BEARING INSTALLER AERIO ESTEEM
____
09913-80113 BEARING INSTALLER AERIO GRAND VITARA VITARA

XL-7 / XL7 ____
09913-84510 BEARING INSTALLER AERIO ESTEEM GRAND ____

VITARA VITARA XL-7 / XL7
09913-85210 BEARING INSTALLER AERIO ESTEEM GRAND ____

09913-85230 BEARING REMOVER JIG AERIO ESTEEM GRAND

VITARA VITARA XL-7 / XL7 ____
09916-66510 TAPPET HOLDER GRAND VITARA SX4 ____
09919-47020 QUICK JOINT REMOVER, AERIO ESTEEM GRAND

FUEL VITARA XL-7 / XL7 ____
09922-46010 CLUTCH RELEASE AERIO ESTEEM SWIFT

BUSHING REMOVER
____
09922-66021 FLANGE HOLDER GRAND VITARA VITARA XL-7 / ____

XL7
34
09923-46020 JOINT PIPE AERIO ESTEEM
____
09923-74511 BEARING PULLER (20- AERIO ESTEEM GRAND

35mm) VITARA VITARA XL-7 / XL7 ____
09924-07710 SYNCHRONIZED HUB AERIO XL-7 / XL7 ____

INSTALLER
09924-07720 SYNCHRONIZED HUB XL-7 / XL7 ____

INSTALLER
09924-74510 BEARING AND OIL SEAL

HANDLE ____
09925-15410 OIL SEAL INSTALLER AERIO XL-7 / XL7 ____
09925-18011 TRANSMISSION GEAR, ESTEEM GRAND VITARA SWIFT

BUSHING & BEARING VITARA XL-7 / XL7 ____
INSTALLER ATTACHMENT
09925-46010 CLUTCH RELEASE AERIO ESTEEM

BUSHING REMOVER
____
09925-58210 GEAR SHIFT OIL SEAL ESTEEM GRAND VITARA ____

INSTALLER VITARA XL-7 / XL7
35
09925-88210 BEARING PULLER AERIO ESTEEM

ATTACHMENT
____
09925-98221 BEARING INSTALLER

____
09926-27610 OIL SEAL INSTALLER AERIO ____
09926-48010 UNIVERSAL JOINT GRAND VITARA VITARA ____

ASSEMBLING TOOL XL-7 / XL7
09926-58010 BEARING REMOVER AERIO ESTEEM GRAND

ATTACHMENT VITARA VITARA XL-7 / XL7 ____
09926-78311 BEVEL PINION MOUNTING GRAND VITARA VITARA ____

DUMMY/GAUGE SET XL-7 / XL7
09927-08220 OUTPUT SHAFT GRAND VITARA VITARA

REMOVER XL-7 / XL7 ____
09927-76010 GEAR HOLDER ESTEEM
____
09927-76060 GEAR HOLDER AERIO ____
36
09928-36010 REDUCTION DRIVE AERIO

HOLDER
____
09930-30104 SLIDING SHAFT ROTOR AERIO ESTEEM GRAND

REMOVER VITARA SWIFT VITARA ____
XL-7 / XL7
09932-75010 AIR BAG LOAD TOOL AERIO ESTEEM GRAND ____

VITARA SWIFT VITARA
XL-7 / XL7
09932-75020 CONNECTOR TEST ESTEEM GRAND VITARA ____

ADAPTER KIT VITARA XL-7 / XL7
09932-75031 AIR BAG DEPLOYMENT AERIO ESTEEM GRAND

HARNESS VITARA VITARA XL-7 / XL7 ____
09932-76010 CONNECTOR TEST AERIO GRAND VITARA

ADAPTER SET XL-7 / XL7 ____
09932-76510 DEPLOYMENT ADAPTER AERIO XL-7 / XL7

CABLE ____
09932-77310 DEPLOYMENT ADAPTER XL-7 / XL7

CABLE
____
09932-77320 DIAGNOSIS ADAPTER AERIO GRAND VITARA ____

CABLE XL-7 / XL7
37
09932-78310 ADAPTER CABLE AERIO GRAND VITARA

XL-7 / XL7
____
09932-78321 DEPLOYMENT ADAPTER GRAND VITARA

CABLE ____
09932-78332 ADAPTER CABLE AERIO GRAND VITARA ____

XL-7 / XL7
09932-78340 ADAPTER CABLE AERIO GRAND VITARA ____

XL-7 / XL7
09933-06330 SX4 ECM test Harness SX4

____
09933-06520 ECM Test Harness GRAND VITARA ____
09940-14940 SWING ARM ADJUSTER AERIO

LOCK NUT ____

XL-7 / XL7
____
09940-53111 DIFFERENTIAL BEARING AERIO GRAND VITARA VITARA ____

INSTALLER XL-7 / XL7
38
09940-54910 BEARING INSTALLER AERIO ESTEEM
____
09940-54950 BEARING INSTALLER GRAND VITARA VITARA

ATTACHMENT XL-7 / XL7 ____
09941-34513- BEARING INSTALLER AERIO ____

004 ATTACHMENT
09941-54911 BEARING OUTER RACE AERIO ESTEEM ____

REMOVER
09941-64511 BEARING REMOVER (D: AERIO ESTEEM GRAND

30mm MIN) VITARA SWIFT VITARA ____
XL-7 / XL7
09941-74911 BEARING INSTALLER GRAND VITARA ____
09942-15511 SLIDING HAMMER AERIO ESTEEM GRAND

VITARA SWIFT VITARA ____
XL-7 / XL7
09943-17912 AXLE SHAFT REMOVER AERIO ESTEEM SWIFT
____
09943-35512 WHEEL HUB REMOVER GRAND VITARA VITARA ____

XL-7 / XL7
39
09944-66010 OIL SEAL INSTALLER ESTEEM GRAND VITARA

VITARA XL-7 / XL7
____
09944-66060 BEARING INSTALLER AERIO

____
09944-78210 BEARING INSTALLER AERIO XL-7 / XL7 ____

SUPPORT
09945-86510 TPMS TEST TOOL VERONA XL-7 / XL7 ____
09950-96010 BOOSTER PISTON ROD AERIO ESTEEM GRAND

GAUGE VITARA SWIFT VITARA ____
09951-16050 WHEEL BEARING GRAND VITARA VITARA

TIGHTENING TOOL XL-7 / XL7 ____
09951-16060 CONTROL ARM BUSHING AERIO ESTEEM GRAND

REMOVER VITARA VITARA XL-7 / XL7 ____

XL-7 / XL7
____
09951-16090 OIL SEAL INSTALLER AERIO ESTEEM GRAND

____
40
09951-46020 CONTROM ARM BUSHING

REMOVER
____
09951-76010 BEARING INSTALLER AERIO ESTEEM GRAND

VITARA VITARA XL-7 / XL7 ____
09952-16010 BOOSTER PISTON ROD ____

ADJUSTER
09952-16021 BOOSTER PISTON ROD GRAND VITARA XL-7 / XL7 ____

ADJUSTER
09952-86510 FRONT SENSOR ROTOR GRAND VITARA VITARA

INSTALLER XL-7 / XL7 ____
09990-86510 EVAPORATIVE EMISSIONS AERIO ESTEEM FORENZA/

TESTER RENO GRAND VITARA ____
SIDEKICK SIDEKICK SPORT
SWIFT VERONA VITARA X90
XL-7 / XL7
09991-15410 QUICK JOINT REMOVER AERIO

____
09991-15420 QUICK JOINT REMOVER AERIO
____
95171-00380 SUZUKI SDT WITH SX4 ____

OSCILLOSCOPE
41
99963-00025 TECH 2 KIT AERIO ESTEEM FORENZA/

RENO GRAND VITARA
SIDEKICK SIDEKICK SPORT ____
SWIFT VERONA VITARA X90
XL-7 / XL7
99963-00027 KEYLESS ENTRY FOB GRAND VITARA

TESTER ____
99963-01501- SPECIAL TOOL STORAGE ____

222 CABINET
CH-48096 EVAP SERVICE ACCESS XL-7 / XL7 ____

PORT TOOL
CLT-062207- CAM GEAR LOCKING FORENZA/RENO

AKS TOOL ____
DW110-130-01 CRANKSHAFT PULLEY VERONA

HOLDER ____
DW110-130-02 PULLEY INSTALLER/ VERONA

REMOVER ____
DW110-140 CHAIN COVER INSTALL VERONA

GUIDE PIN
____
DW110-180-01 FRONT OIL SEAL VERONA ____

INSTALLER
42
DW110-180-02 REAR OIL SEAL VERONA

INSTALLER
____
DW260-030-01 AXLE SEAL INSTALLER FORENZA/RENO VERONA

(LH) ____
DW260-030-02 AXLE SEAL INSTALLER FORENZA/RENO VERONA ____

(RH)
EN-46101 SPARK PLUG TUBE SEAL XL-7 / XL7 ____

GUIDE
EN-46103 CAMSHAFT ACTUATOR XL-7 / XL7

VALVE SEAL REMOVER/ ____
INSTALLER
EN-46104 WATER PUMP PULLEY XL-7 / XL7

HOLDING TOOL ____
EN-46105 CAMSHAFT LOCKING XL-7 / XL7

TOOL ____
EN-46106 FLYWHEEL HOLDING XL-7 / XL7

TOOL
____
EN-46108 XL7 TIMING CHAIN XL-7 / XL7 ____

RETENTION TOOL -
ROLLER CHAIN ONLY
43
EN-46109 ENGINE FRONT COVER XL-7 / XL7

INSTALLATION GUIDE
PINS ____
EN-46111 CRANKSHAFT ROTATION XL-7 / XL7

SOCKET ____
EN-46114 ENGINE LIFT BRACKETS XL-7 / XL7 ____
EN-46117 VALVE STEM KEY XL-7 / XL7 ____

REMOVER/INSTALLER
EN-46119 OFF - VEHICLE VALVE XL-7 / XL7

SPRING COMPRESSOR ____
ADAPTER
EN-47839 REAR CRANK XL-7 / XL7 ____

PROTECTOR
EN-48313 Timing Chain Retention Tool XL-7 / XL7

____
GE-41415-50A EVAP TESTER FUEL CAP GRAND VITARA

ADAPTER
____
HG1400-AKS HEAT GUN W/ CURVED ____

METAL HEAT SPREADER
44
J-02619-A SLIDE HAMMER XL-7 / XL7
____
J-1859A STEERING WHEEL XL-7 / XL7

PULLER ____
J-24254-A REAR AXLE SEAL XL-7 / XL7 ____

INSTALLER (PREVIOUS
TOOL UNAVAILABLE, USE
THIS WITH DRIVER J-5590)
J-29184 OIL SEAL INSTALLER XL-7 / XL7 ____
J-33832 REAR BEARING XL-7 / XL7

INSTALLER ____
J-36667
LOCK PLATE ADAPTER VERONA ____
(TILT)
J-37105-C FRONT HUB SERVICE KIT FORENZA/RENO VERONA

____
J-38416-2 PLUG XL-7 / XL7
____
J-38715-A TOOL, DRIVER/ XL-7 / XL7 ____

PASSENGER SIR LOAD
45
J-38826 KIT, K-M, HARNESS XL-7 / XL7
____
J-41239-B COOLER PIPE SEAL XL-7 / XL7

INSTALLER/REMOVER ____
J-41998-B CRANKSHAFT BALANCER XL-7 / XL7 ____

INSTALLER
J-42059 CIG. LIGHTER SOCKET XL-7 / XL7 ____

REMOVER
J-42578 STEERING WHEEL XL-7 / XL7

PULLER LEGS ____
J-44467 OUTPUT SHAFT XL-7 / XL7 ____

ASSEMBLY REMOVER
AND INSTALLER
J-44809 AXLE SEAL INSTALLER XL-7 / XL7

____
J-45027 TIMING CHAIN TENSION XL-7 / XL7

UNLOADER TOOL
____
J-45201 REMOVER, COOLER LINE XL-7 / XL7 ____

SEAL
46
J-45289 CONTROLLER AREA XL-7 / XL7

NETWORK DIAGNOSTIC
INTERFACE - CANDI ____
MODULE
J-45341 AXLE SHAFT REMOVER XL-7 / XL7

____
J-45722 FUEL SENDER LOCK RING XL-7 / XL7 ____

WRENCH
J-45880-100 ORIFICE UPDATE KIT XL-7 / XL7 ____
J-5590 BEARING INSTALLER (TO XL-7 / XL7

BE USED WITH J-24254-A) ____
J-6125-1B SLIDE HAMMER WITH XL-7 / XL7 ____

ADAPTER
KM-307-B REMOVAL PLATE VERONA

____
KM-508-A REMOVER/INSTALLER VERONA
____
RCT35084-MA FULL-CYCLE RACHETING ____

CRIMP TOOL
47
SPX3000118 32MB TECH II MEMORY XL-7 / XL7

CARD
____
TPG-0307-AKS Tire Pressure Gauge AERIO ESTEEM FORENZA/

RENO GRAND VITARA ____
SAMURAI SIDEKICK SIDEKICK
SPORT SWIFT SX4 VERONA
VITARA X90 XL-7 / XL7
48
Service Operations Guide Required Service Shop Equipment
REQUIRED SERVICE SHOP Required tools must be present, or on order for new or
buy/sell dealers. These are generic shop items; substitute
EQUIPMENT equivalents are acceptable. Use as a checklist.
DESCRIPTION SUGGESTED Mfg YES/NO GUIDE EQUIVELENT

ON HAND or
MODEL QTY ORDERED (Y/N)
Battery Charger Midtronics 165 GR8-1100 All Tiers, 1
and Tester 165, GR8 1200
A/C Leak Detector TIF ZX-1 (16-TIFZX-1) All Tiers, 1
Head Light Aiming All Tiers, 1

Kit
Floor Jack OTC (16-1510) All Tiers, 1
Hydraulic Press OTC STINGER 20-TON All Tiers, 1

(16-2020)
Jack Stands OTC (Various available) All Tiers, 2
Work Benches SHURE (17-019292) Tier 1, 2 to 5

Tier 2, 5 to 8
Tier 3, 8 to 12
Tier 4, 12 to 16
ShopVise All Tiers, 1
Bench Grinder All Tiers, 1

w/Pedestal
Drop Light Tier 1, 2 to 5
Tier 2, 5 to 8
Tier 3, 8 to 12
Tier 4, 12 to 16
Air Compressor CHAMPION (27-HR1012- Tier 1, 1x5hp
System 230/PKG) Tier 2, 3&4, 2x7hp
Roll Around Waste Self Evacuation Waste Oil Tier 1, 2

Oil Drain Drain (289-123-3613) Tier 2, 4
Tier 3, 5
Tier 4, 6
49
Service Operations Guide Required Service Shop Equipment
REQUIRED SERVICE SHOP

EQUIPMENT (continued)
DESCRIPTION SUGGESTED Mfg YES/NO GUIDE EQUIVELENT

ON HAND or
1,000 lb. Hi-Lift OTC (16-1728) All Tiers, 1
Transmission Jack
A/C Service Equipment Robinair Cool Tech All Tiers, 1

(42-34788)
R134A Recycler Station
Brake Lathe (On-Car) Pro-Cut/PFM 9.0 (38-PFM 90.5) All Tiers, 1
Wheel Balancer Hunter GSP9700 Series All Tiers, 1

(1-GSP972200)
Tier 1, 2 to 5
Vehicle LLift (10,000 lb. Rotary Two-Post Lift (39-A101-
Tier 2, 5 to 8
Capacity) RA)
Tier 3, 8 to 12
Tier 4, 12 to 16
Tire Changer Hunter TC3500 Series (1-TC3500- All Tiers, 1

SS)
Vacuum Pump and All Tiers, 1

Gauge
Waste Oil Tank/System All Tiers, 1
Parts Cleaning Tank All Tiers, 1
Power Train Lift (2,500 lb. OTC Power Train Lift (16-1595) All Tiers, 1
Capacity)
Shop Auto Exhaust Gas EuroVent (Various Models) All Tiers, 1

Removal System
Management and Dell Series Optiplex 755 Mini Tier 1, Parts Officer,
Administration PC’s Tower with 19” LCD Monitor Service Officers
(For Suzuki Connect (see Parts and Service PE & Adviser Desk
Communication) Standards for Hardware Tier 2, 3&4, Add 1 PC
Specifications for each Service
Advisor
In Service Shop PC (For Panasonic Toughbook CF30 with All Tiers, 1 (Portable,
TIS2WEB and Pass-thru CF-VDR301 U DVD/CD Drive Wireless Recommended)
Communication)
50
Service Operations Guide Recommended Tools and Equipment
RECOMMENDED SERVICE
SHOP EQUIPMENT
EQUIVELENT
DESCRIPTION SUGGESTED Mfg YES/NO GUIDE ON HAND or
Engine Analyzer SUN S1S900 Series (Various All Tiers, 1
models)
Cooling system pressure All Tiers, 1

tester
Fuel injector pressure All Tiers, 1

tester
Hub Resurfacing Kit OTC (16-7942A) All Tiers, 1
Hydraulic engine hoist OTC (16-2002) All Tiers, 1
Engine stand OTC Engine Stand - 1250 Ton All Tiers, 1

(16-2012)
Soldering gun All Tiers, 1
Shop vacuum All Tiers, 1
Buffer polisher All Tiers, 1
Vacuum brake bleeder VACULA (85-12-18-9989) All Tiers, 1
Ridge reamer All Tiers, 1
Strut spring compressor OTC (16-6070A) All Tiers, 1
Outside micrometer set All Tiers, 1
Dial indicator with mag All Tiers, 1

base
Dial caliper All Tiers, 1
Straight edge All Tiers, 1
Pedestal oil drain Tier 1, 2

Tier 2, 4
Tier 3, 5
Tier 4, 6
51
RECOMMENDED SERVICE
SHOP EQUIPMENT (continued)
EQUIVELENT
Overhead reels Tier 1, 3
Tier 2, 8
Tier 3, 12
Tier 4, 15
Fluid pumps Tier 1, 1
Tier 2, 2
Tier(s) 3&4,3
Portable gear oil Tier 1, 1

dispense Tier 2, 2
Tier(s) 3&4,3
Oil inventory control Tier 1, 1

system Tier 2, 2
Tier(s) 3&4,3
Bulk oil storage tank All Tiers, 1
Car wash system BROADWAY (various models) All Tiers, 1
Hot/high pressure Accu-turn (54-7002) All Tiers, 1

washes
Brake disc/drum lathe HUNTER (1-BL505-AB and 1-20- All Tiers, 1

with adapters and 1668-1)
accessories
Brake dust removal All Tiers, 1

system
Chassis All Tiers, 1

dynamometer
Valve and valve seat All Tiers,1

reconditioning
Brake washer All Tiers,1
Brake drum micrometer All Tiers,1
52
RECOMMENDED SERVICE
SHOP EQUIPMENT (continued)
EQUIVELENT
Floor scrubber All Tiers,1
Car (down) pusher Extra Duty Power Pusher All Tiers,1

(60-NSP4)
Fuel caddy All Tiers,1
Black light All Tiers,1
Oil filter crusher All Tiers,1
Key cutter All Tiers,1
Key storage system All Tiers,1
Jump starter All Tiers,1
4-Wheel Alignment Hunter Series 811 (1-WA223 and All Tiers,1

System RX-9-43)
53
NOTES: _________________________________________________________________________________
__________________________________________________________________________________________
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_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
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______________________________________________________________________________________________________
54
Service Operations Guide Service Support Materials
DEALER SERVICE SUPPORT All the Service Support Materials shown below are supplied
automatically by ASMC. There are no initial set up or periodic
MATERIALS
dealer costs for any technical service materials. To support the
cost for all service materials every dealer is charged a $200.00
monthly Technical Service Information Fee.
Suzuki Pit Stop All written technical service information, owner’s manuals,
tools, shop equipment, along with diagnostic and pass-thru
(Electronic Service Information)
software may be accessed or ordered through the Suzuki
Pitstop. The Pitstop is an internet web site for dealers, it is
pass word protected via access through the “Suzuki Connect”
dealer communication system.
Printed Technical Service • A complete set of printed Service Manuals

Manuals (Literature Kit) (past 7 years) is supplied to each New Dealer
or incoming Buy/Sell Dealer.

• A new printed Service Manual is supplied for each
new model and all model year changes.
Use this as a survey check list

for new or buy/sell dealers.
ITEM NUMBER DESCRIPTION YES / NO
99500-52D10-33E 2002 XL-7 SERVICE MANUAL (PRINTED

VERSION)
99500-52D20-33E 2003 GRAND VITARA / XL-7 SERVICE

MANUAL (PRINTED VERSION)
99500-52D30-33E 2004 GRAND VITARA / XL-7 SERVICE

99500-54G00-33E 2002 AERIO SERVICE MANUAL

(PRINTED VERSION)

(PRINTED VERSION)

(PRINTED VERSION)
55
DEALER SERVICE SUPPORT

MATERIALS (continued)
99500-60G30-33E 2002 ESTEEM SERVICE MANUAL

(PRINTED VERSION)
99500-65D30-33E 2002 VITARA/GRAND VITARA SERVICE

99500-65D40-33E 2003 VITARA SERVICE MANUAL

(PRINTED VERSION)
99500-65D50-33E 2004 VITARA SERVICE MANUAL

(PRINTED VERSION)
99500-86Z00-33E 2004 VERONA SERVICE MANUAL

(PRINTED VERSION)
99500S52D40-33E 2005 GRAND VITARA/XL-7 SERVICE

99500S52D50-33E 2006 Grand Vitara/XL-7 SERVICE

99500S54G30-33E 2005 AERIO SERVICE MANUAL

(PRINTED VERSION)

(PRINTED VERSION)

(PRINTED VERSION)
99500S66J00-33E 2006 GRAND VITARA SERVICE MANUAL

(PRINTED VERSION)
99500S66j10-33E 2007 Grand Vitara Service Manual (Printed

Version)
99500S78J00-33E 2007 XL7 SERVICE MANUAL (PRINTED

VERSION)
56
DEALER SERVICE SUPPORT

MATERIALS (continued)
99500S80J00-33E 2007 SX4 SERVICE MANUAL (PRINTED

VERSION)
99500S85Z00-33E 2004 FORENZA SERVICE MANUAL

(PRINTED VERSION)
99500-S85Z10-33E 2005 FORENZA/RENO SERVICE MANUAL

(PRINTED VERSION)
99500S85Z20-33E 2006 FORENZA/RENO SERVICE MANUAL

(PRINTED VERSION)
99500S85Z30-33E 2007 FORENZA/RENO SERVICE MANUAL

(PRINTED VERSION)
99500-S86Z10-33E 2005 VERONA SERVICE MANUAL

(PRINTED VERSION)
99500S86Z20-33E 2006 VERONA SERVICE MANUAL

(PRINTED VERSION)
99501-65D01-33E 2001-2003 VITARA/GRAND VITARA UNIT

REPAIR MANUAL (PRINTED VERSION)
99512-51G40-33E 1999/2000/2001 SWIFT WIRING DIAGRAM

99512-52D00-33E 2001 XL-7 WIRING DIAGRAM MANUAL

(PRINTED VERSION)
99512-60G60-33E 1998/1999/2000/2001 ESTEEM WIRE

DIAGRAM MANUAL (PRINTED VERSION)
99512-65D20-33E 1999/2000/2001 VITARA/GRAND VITARA

WIRING DIAGRAM MANUAL (PRINTED
VERSION)
57
suzuki.com
swtsuzuki.com
suzukipk2.com
suzukizone.com
suzukipitstop.com
suzukiconnect.com
suzukioperationsassessment.com
American Suzuki Motor Corporation

3251 E. Imperial Hwy
Brea, CA 92821
Printed in the USA

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suzuki.

American Suzuki Motor Corporation

This Operation Guide includes important Suzuki Dealership Service

By following this guide and adhering to the “SUZUKI WAY OF SERVICE”

Revision Date: May, 2008

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

Suzuki Service Process – “Suzuki Way of Service”......................................................................................................1-28

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

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

Required or Requirement Dealership must have tool or process

Recommended Suzuki suggested tool or process to “best” meet

Guideline Suzuki suggested quantity or size, or variable process to

Standard Dealership process required, or requirement.

Essential Refers to required tool or piece of equipment.

Standard #1 Appointments will be available for all customers and set in

Standard #2 Customers are acknowledged immediately and Service

Standard #3 Service Advisors will courteously interpret, accurately

Standard #4 All customers will be provided with accurate and complete

Standard #5 Alternative transportation will be offered to all customers.

Standard #7 The dealership’s service facility will be neat, clean, and

Standard #8 All vehicles will be ready when promised and customers

Standard #10 Customers will be contacted to ensure satisfaction within 48

Process #1: A. The customer contacts dealership to request service

Standard #1: Appointments will be available for all customers and

B. The Service Advisor obtains customer name, vehicle

C. The Service Advisor reviews the dealership service

D. The Service Advisor verifies the customer data

K. If customer data does not exist, the Service Advisor

E. The Service Advisor questions the customer to

Process #1: F. The Service Advisor will verify if customer’s vehicle

G. The Service Advisor determines amount of additional

M. The Service Advisor inquires if customer wants additional

N. If the customer accepts, additional work is added to

L. If the customer declines additional work, the Service

H. The Service Advisor inquiries about customer’s need for

I. The Service Advisor checks for shop availability to

J. The Service Advisor checks with the parts department (or

O. The Service Advisor inquires about the most likely parts

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

X. If parts availability limits appointment options, the Service

Process #1: Q. The Service Advisor logs the most acceptable/agreed

R. The Service Advisor calls the customer prior to

System Support Required: Provide the Service Advisor with customers’

S. The customer, upon being contacted by the Service

Y. If the customer confirms the appointment, the Service

T. The customer wants to change or cancel the

U. The customer either reschedules or is unwilling

V. If the customer is unwilling to reschedule, the Service

W. For all customers unwilling to reschedule, the service

Note Confirmation, Reception,

Process #2: A. Customer sets an appointment through the

C. Customer arrives at dealership with an appointment

J. If the customer does not arrive for a scheduled

O. Service Advisor acknowledges customer upon arrival

Standard #2: Customers are acknowledged immediately and

E. Customer has arrived at the dealership at the

F. If customer has arrived on time, Service Advisor

L. If customer is late, Service Advisor checks shop

P. Customer arrives at dealership for service without