Title Page
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DEALER NAME
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Quarter
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Conducted on
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Prepared by
Service Reception
Express Maintenance
EM-16 PIC - Service Advisor Progress status and location of parked vehicles are indicated and can be seen at a glance. SA knows where the parked vehicles are *Note (1) Progress status and (2) location of parked vehicles are indicated and (3) no vehicles are parked in passageways. Can be seen at a glance. SA knows where the parked vehicles are.
Criteria - SA can tell where the parked vehicles are / Interview with SA
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1x clear photo of overall workshop passageways
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1x clear photo of how SA identify location & status of the vehicle
1x clear photo of vehicle location & information matching to criteria
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Actual location of vehicle
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Actual status of the vehicle (Ready to deliver, holding area)
EM-19
PIC - Service Advisor, Job Controller, Technician
There is a clear defined role on who is responsible for creating the chip to prevent miscommunication. Technicians have appropriate skill level to conduct the proper service.
SA has access to JPCB and communication to JC. There is clear job role on who will create chip
Criteria - SA can tell planned jobs for the day / Clear communication route between SA & JC / SOP for chip creation (incl. PIC) available
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1x clear photo of SA & JC R&R for Chip creation
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1x clear photo of JC & SA communication pattern <Sample communication pattern><br> a. Whatsapp<br> b. Walkie Talkie<br> c. SA & JC sitting beside each other<br> d. other
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1x clear photo of EM tech skillmap updated last 3 months
EM-22 PIC - Service Advisor There is no long waiting time for "EM" appointment customer at Reception (Receiving the cust.)
Criteria - Waiting time of EM appointment customers at reception area is measured
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1x clear photo showing record of time measured. Show avg. waiting time for a minimum of 5 cust. (cust. chasing)
EM-2 PIC - Workshop Manager EM menu is available and it can be used in appointment and reception processes
Criteria - Visual check of the EM menu (Digital or Physical)
1x clear photo of the EM menu with all the necessary information.
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Applicable vehicle models
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Types of EM with each EM Leadtime (e.g. EM60 = 60 mins / EM90 = 90 mins)
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Clear definition of Start & End time of "b)" (e.g. Start: RO approval, End: Notify Cust.)
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Target time for each process (e.g. RO approval: 3 mins, Production: 30 mins, <br> Washing:15 mins, Notify Cust: 2 mins)
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Additional/Optional job items covered in EM Leadtime
1x clear photo of appt. process with EM Menu
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1x clear photo of appt. process with EM Menu
1x clear photo of reception process with EM Menu with cust.
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1x clear photo of reception process with EM Menu with cust.
EM-3 PIC - Workshop Manager Price menu for maintenance is displayed at reception counter & customer lounge
Criteria - Visual check of the Price menu board
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1x clear photo showing the EM Menu with the Price (breakdown of parts cost & labour) of at least 1 model.
EM-7 PIC - Service Advisor There is standard response to appointment customers who do not arrive on time
Criteria - Check for Script / Interview or Role Play
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1x clear photo of how staff follow-up on appt. cust (message, email or call history)
Fix It Right
FIR-19 PIC - Service Advisor Delivery]Explain job results & confirm symptom resolution w/customer 10. Is customer signature obtained during delivery process to indicate that job explanation are understood? Is skilled personnel signature obtained to confirm symptom resolution confirmation was conducted with customer by himself? [Delivery] Explain job results and confirm symptom resolution with customer 1. Does SA understand the diagnosis, repair and quality inspection results in RO before explanation to customer during delivery process? 2. Does the same skilled personnel confirm symptom resolution with customer?
22J) Sampling check 3 Repair Orders to confirm if the following are clearly recorded?
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Customer signature
5B) Interview with SA and skilled personnel to check their understanding on job result explanation / symptom resolution process.
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Job details / symptom resolution explanation
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Invoice explanation
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Floor Mat confirmation
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Results and symptom resolution (drive test if necessary)
5C) Check availability of QG3 Record / Monitoring Sheet
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Check availability of QG3 Record / Monitoring Sheet
5D) Interview and Check SA understanding of QG3
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Interview and Check SA understanding of QG3
- Compliant
- Non-Compliant
- N/A
FIR-6 PIC - Service Advisor [Reception] Update customer information & confirm service campaign implementation history 1. Is the customer and vehicle information confirmed and is the information updated when there is a change so that the customer can be contacted if necessary? 2. Is the service history, including service campaign implementation history, checked and are appropriate proposals made to the customer?
Interview SA to check if SA confirm or update customer information with customer.
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Interview SA to check if SA confirm or update customer information with customer. (If there is a change, can updated information be found in DMS or related documents?, If no change this is not applicable)<br>Interview with SA to confirm if service campaign implementation history is checked? (Is there any reason recorded in case of the vehicle have not fixed under service campaign?)
FIR-8 Service Advisor/ Technical Advisor [Reception] Assign GJ to appropriate skilled personnel (testing and diagnosis by TA) Is the GJ customer assigned to the appropriate skilled personnel to handle the GJ from reception, diagnosis until delivery?
Check availability of the PDQ in the reception area.
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Interview with TA and SA to confirm if PDQ was filled up by skilled personnel. (drive test if necessary)
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Interview with TA to confirm whether they explain situation to customer for non-duplicate jobs.
FIR-14 Service Advisor [Reception] Explain job details & customer approval 5. Are job details, estimated costs and schedule delivery dates and times explained in order to ensure customers understand the situation?
22E) Sampling check 3 Repair Orders to confirm if the following are clearly recorded? If additional jobs are found during a maintenance or repair job, is customer approval obtained?
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Job details
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Estimated costs
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Scheduled delivery dates/times
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Customer signatures
Aftersales Area
Fix It Right
FIR-28 PIC - Safety Officer Emergency measures
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Emergency escape route map is displayed at appropriate position.
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First aid kit with proper contents is prepared.
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Fire extinguishers are clearly identified and regularly checked and maintained according to manufacturer's instruction & record is available.
Customer Lounge
Express Maintenance
EM-30
PIC - Workshop Manager
EM work can be recognized & seen/monitored from customer lounge
5. EM work can be seen/ monitored from customer lounge
6. EM stall can be recognized at a glance
Visual check of customer lounge and actual EM stalls
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1x clear photo of customer lounge with a view of EM work/bay
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1x clear photo of CCTV & Monitor available if there is no glass panel
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1x clear photo of overall EM stall with EM signage/logo must follow appendix
Office - Service
Fix It Right
FIR-4 PIC - Appointment Staff [Appointment Preparation] Create job plan & visualize cases involving TA for Diagnosis case
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How are staff and stall arranged according to appointment date/time for each customer to prevent double bookings in computer system or related paper documents?<br>Are the documents to be used and/or vehicles to be handled by TA easily identified?
FIR-9 Technical Advisor/Foreman [For Repair jobs] Technical Interview by TA 3. Is the repair job assigned to the appropriate skilled personnel to handle the repair job from reception, diagnosis until delivery?
Sampling check 3 Diagnosis Repair Orders to confirm if the following are clearly recorded in PDQ whether symptoms could be duplicate or not
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Testing / test drive result in the PDQ
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Diagnosis result in the PDQ
FIR-10 PIC - Technical Advisor/Foreman [For Repair jobs] Technical Interview by TA Is the repair job assigned to the appropriate skilled personnel to handle the repair job from reception, diagnosis until delivery?
Sampling check 3 General Repair Orders and 3 Diagnosis Repair Orders to confirm if the following are clearly recorded
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Job instruction
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Diagnosis result
FIR-18 PIC - SA/TA/JC/Tech [Delivery] Staff signature 6. Do the ROs have the staff's name and signature clearly recorded and identified? (S/A, TA, JC, Technician) Is skilled personnel signature obtained to confirm symptom resolution confirmation was conducted with customer by himself? [Delivery] Interior & exterior inspection 9. Does SA perform interior and exterior inspection in order to ensure safe and comfortable use of the vehicle?
22F) Sampling check 3 Repair Orders to confirm if the following are clearly recorded?
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SA name & signature
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TA name (if required) & signature
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JC name & signature
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Technician name & signature
22I) Sampling check 3 Repair Orders to confirm if the following are clearly recorded?
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Vehicle interior/exterior cleanliness
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Presence/absence of scratches made during maintenance or repair jobs
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Correct floor mat installation
FIR-21 PIC - Service Manager [Manage KPIs] Are the relevant KPIs managed in order to confirm that the dealer conducts their operations ensuring Toyota Customer Service Philosophy is delivered to every customer?
10A) Has the Service Manager summarized and grasped KPIs?
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FIR rate
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Number of repeat repair cases
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Number of service complaints
10B) Interview Service Manager about the understanding on the Quality gates
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Interview Service Manager about the understanding on the Quality gates
10C) Interview Service Manager of the understanding in the link between FIR Rate, Repeat repair and Service complaints vs. Quality Gate results.
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Interview Service Manager of the understanding in the link between FIR Rate, Repeat repair and Service complaints vs. Quality Gate results.
FIR-1 PIC - Appointment Staff [MRS and Appointment] Confirm and input Non-FIR or Repeat Repair history
Confirm and input Non-FIR or Repeat Repair history Does the vehicle service history include the existence of Non-FIR or Repeat Repair available in the DMS or related paper documents?
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6A) Check available of Non-FIR or Repeat Repair remark in DMS, appointment sheet or related paper documents before appointment day
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6B) Interview Appointment staff to confirm whether they check service history for Non-FIR or Repeat Repair appointment.
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7C) Interview with TA and related personnel (SA, JC and Service Manager) to check whether they notice of the Non-FIR and Repeat Repair appointment and handle these customers
FIR-2 PIC - Appointment Staff [MRS and Appointment] Confirm and input Non-FIR or Repeat Repair history
Confirm and input Non-FIR or Repeat Repair history Does the vehicle service history include the existence of Non-FIR or Repeat Repair available in the DMS or related paper documents?
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6C) Is the customer visit information (appointment date and time) recorded?
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6D) Check if symptoms and occurrence conditions are recorded in 5W1H manner (using the customer's own words) and judge necessity of TA involvement or transfer the information to TA prior to customer arrival.
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6F) - Check availability of SOP.<br> - Interview appointment staff to check if they explain the importance of technical interview by TA to customer and if they invite customer who experience symptoms and occurrence conditions to bring the vehicle back to the workshop."
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6G) Check visualization of TA time for each appointment [Ensure non-FIR/RR info is transferred/understood by TA before customer arrival]<br>Interview with appointment staff in their understanding of transferring non-FIR/Repeat Repair cases to TA.
FIR-24 PIC - Service Manager (Service Dept.) [RCA activity] Root cause analysis for Non-FIR and Repeat Repair cases or operation problem reviewed Does Service Manager conduct root cause analysis and develop countermeasure with the related members?
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9A) Check availability of root cause analysis and countermeasure taken in related documents.
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9C) Check frequency of Root Cause Analysis:<br>Ideal : All<br>Minimum : 1 meeting per month"
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9D) Are Non-FIR cases concluded to have been caused by the manufacturer/distributor during the RCA meeting reported to the distributor?
FIR-5 PIC - Service Advisor [Reception] Walk around check 1. Are the results of walk-around check recorded in order to prevent unnecessary complications, and enable the staff member to make appropriate proposals for repair/maintenance?
Sampling check 3 Repair Orders to confirm if the following are clearly recorded?
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Existing scratches on the customer vehicle
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Any valuables
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Floor mat installation conditions
FIR-7 PIC - Service Advisor [Reception] Confirm customer request 2. Are customer requests understood and recorded correctly during the reception process in order to accurately fulfil the requests? (Identify symptom, condition, position)
Sampling check 3 Repair Orders to confirm if the following are clearly recorded? For repair job, RO contents should clearly identify symptom, condition and position
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Customer requests
FIR-15 PIC - Job Controller [Reception] Repair Order Information Completeness and Technical Skill Map Visualization Is the technical skill map visualization board available for all concerns to use as reference?
Check frequency of technical skill map updating:
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Ideal : once per month<br>Minimum : once per year
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Interview with Job controller to check how the job is dispatched by using the technical skill map.
Sampling check RO on the JPCB (Job Progress Control Board) whether the skill level matches as per mention in technical skill map.
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Ideal : 3 repair jobs<br>Minimum : 1 repair job
Check availability of QG1 Record / Monitoring Sheet
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Check availability of QG1 Record / Monitoring Sheet
Interview and Check JC,SA understanding about QG1
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Interview and Check JC, SA understanding about QG1
FIR-26 PIC - Safety Officer Periodical safety round Is a periodical safety round conducted for inspection and kaizen of unsafe locations in order to raise the safety consciousness of all dealer staff?
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2A) Are the results of periodical rounds recorded?
FIR-27 PIC - Safety Officer Safety meeting Is a safety meeting periodically held with all dealer staff in order to raise their safety consciousness?
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13A) Are periodical safety meetings conducted and is the safety status recorded in the Safety Calendar by daily?
FIR-25 PIC - Service Manager Organization Chart Are safety leader, environmental management PIC, RCA leader, person responsible for complaint handling and at least one TA selected and indicated in the organization chart in order to promote activities at the dealer?
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11A) Check availability of safety organization chart.
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11B) Are safety leader, PIC for environmental management, RCA leader, PIC for complaint handling and TA selected?<br>Ideal : 1 organization chart<br>Minimum : Separated organization chart which has link between them
Express Maintenance
EM-5 PIC - MR Staff & Controller Repair orders on the Appointment Preparation Board match the chips on the Appointment Scheduling Board
Visual check of the visual control tools. (Maximum sample of chips and R/O to check is 100 for 3 appointment days) (Max sample of chips and R/O to check is 3)
1x clear photo of the RO contents/informations matched the visual control tools
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Plate number
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Cust. arrival time
EM-6 PIC - MR Staff & Controller Both Appointment Reconfirmation and orders for Special Order Parts are carried out according to the rules or Standard Operating Procedure
Visual check of the visual control tools and review of Standard Operating Procedure.
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1x clear photo of SOP for Appt. Reconfirmation & Special Order Parts.
1x clear photo of RO or Chip which follow the SOP (For chips, please click on the chip to show the detail information)
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Appt. Reconfirmation Date
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Cust. Special Order Parts Status
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Special Order Parts arrival date
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Cust. Special Order Parts Status
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c. Special Order Parts arrival date
EM-12 PIC - MR Staff Chips are put between scheduled "Arrival Time" and delivery time" on the Appointment Scheduling board
Visual check of the visual control tools. (Maximum sample of chips to check is 100)
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1x clear photo of visual control tools with the chips correctly placed (arrival,production & delivery time)
EM-13 PIC - MRS Leader Length of Chip in Appointment Scheduling Board is adjusted accurately according to the estimated service time
Visual check of the visual control tools. (Maximum sample of chips to check is 100)
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1x clear photo of the visual control tools showing different length of chips for different cust.
EM-14 PIC - MR Staff & Controller Status of appointment reconfirmation and parts ordering can be seen at a glance
Visual check of the visual control tools
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1x clear photo of the status of Appointment reconfirmation & parts
EM-20 Service Manager EM-KPI data recommended by TMA is shared based on collection schedule (OTD, L/T & Productivity)
Visual check of actual EM-KPI data sheet
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Ensure OTD is filled up in PSS submitted (OTD rate must be 90% or more)
1x clear photo showing 1 month data of L/T & Productivity
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Avg. of L/T per month
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No. of bays
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No. of units worked in a bay per day for all bays
EM-21 PIC - MRS Leader Staff can immediately tell customers the available date/time for appointments and the vehicle delivery time based on the workshop schedule
Visual check of the actual operation (or role-play)
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1x overall clear photo of appointment board
EM-1 PIC - Workshop Manager EM can be applied for 50% of total Periodic Maintenance
Check how much percentage are capable to do EM? OR Check last 3 months data for PM units. How many percentage of these PM units are applicable for EM?
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1x clear photo of showing vehicle models Dlr doing EM & weightage/percentage of that vehicle cust. <br>In the photo, please include the percentage applicable for EM units.
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1x clear photo of showing total PM units for last 3 months<br>In the photo, please include the percentage applicable for EM units.
EM-4 PIC - Kaizen Leader Operating rules of visual control tools are posted on each tool Visual Control Tools contain the tools to visualize the condition of: i. Appointment Scheduling ii. Appointment Preparation iii. Today’s Appointment Customers iv. Job Progress (reception to delivery and job stoppage) v. Work schedule of technicians.
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1x clear overall photo of control tool with SOP beside the visual control tools
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1x clear photo of the SOP
EM-8 All Staff SOP availability for all production processes for all EM model (incl. EM Menu, (1) EM SOP, (2) Washing SOP & Washing Tools are implemented)
i. Check SOP position and Interview / Role Play ii. Check actual washing operation according to SOP
1x a clear photo of EM production information for 1 EM model
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SOP to handle late delivery situations
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of Washing SOP & Washing operation
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<Necessary Information>
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Production Takt time
1x clear photo of Washing SOP & Washing operation
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Washing SOP
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Actual washing staff following one of the steps of the washing SOP
EM-9 PIC - Service Advisor SOP to handle late delivery situations
Check for SOP / Interview or Role Play
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1x clear photo of SOP handling late delivery situation
EM-15 PIC - Job Controller Next day RO and chips match in next day Job Planning board (By end of N-1 Day)
Check RO and Job Planning board chips
1x clear photo of RO & Job Planning Board chips matches correctly.
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Cust. Appt. Date
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Cust. appt. time
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Vehicle no.
EM-17 PIC - Job Controller Vehicle status is updated correctly in JPCB
Compare vehicle status with JPCB (Minimum sample size of 3)
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1x clear photo of JPCB showing the status of vehicle
- Compliant
- Non-Compliant
- N/A
EM-18 PIC - Job Controller JPCB to visualize reasons for stoppage
Check system / Visual check on JPCB
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1x clear photo of JPCB showing stoppage vehicle, the reasons & re-starting schedule.
EM-23 PIC - Service Advisor Service Advisor or reception staff can immediately check the workshop conditions, and answer estimated job starting time and vehicle delivery time to walk-in customers
Visual check of the actual operation (or role-play)
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1x clear photo of Job Control Board.
Body and Paint
BP-34 PIC - Reception Head Customer Repair Approval Confirmation
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Check 10 copies of documents that are given to customers at delivery as confirmation of job completion, should have customer’s signature
BP-3 PIC - Service Manager Availability of Hoshin Kanri
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Service Hoshin Kanri posted in Obeya Room (Must have at least 1 KPI for Safety, 4S, Quality, and Employee Satisfaction)
BP-4 PIC - Service Manager Management of SGA
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Small Group Activity (related to Body & Paint) posted in Obeya Room
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Must include SGA Organization, KPI, TBP Steps and MOM every SGA Meeting
BP-5 PIC - Service Manager Turnover Rate Monitoring of SAs and Technicians
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Record of Service Advisor and Technician Turnover Rate on monthly basis, with target and proper visualization
BP-6 PIC - Service Manager Evidences to Improve ES based on ESI or Employee’s Voice
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Employee Satisfaction Survey conducted on regular basis
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Evidence of ES Activities
BP-7 PIC - Service Manager Annual Health Check-Up for In-House Technicians
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Record of Annual Health Report
BP-8 PIC - In-House Instructor Monitoring of Service Advisor Certification
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Record of Service Advisor Certification on monthly basis, with target and proper visualization
BP-9 PIC - Service Manager Monitoring and Management of Estimation Accuracy KPIs
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Record of Estimation Accuracy Rate on monthly basis, with target and proper visualization
BP-10 PIC - Service Manager Monitoring of Customer Satisfaction Scores
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Record of Customer Satisfaction Score on regular basis, with target and proper visualization
BP-11 PIC - Service Manager Monitoring and Management of Repeat Repair (from Customers)
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Record of Repeat Repair from Customers on monthly basis, with target and proper visualization
BP-12 PIC - Inhouse Instructor Management of BP Technicians Proficiency and Certifications
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Record of Technician Certification on monthly basis, with target and proper visualization
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At least 1 technician can perform repair to all Light, Medium and Heavy Repair based on their skill map
BP-13 PIC - In-house Instructor Management of Technician Skill
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Availability of Technician Skill Map
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Training Schedule to Improve Technician Skill
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Evidence of Training Conducted (Theory Test Scores, Actual Training Photos)
BP-14 PIC - BP Workshop Head Monitoring and Management of In-Process Repeat Repair (from Final Inspection)
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Record of In-Process Repeat Repair from Final Inspection on monthly basis, with target and proper visualization
BP-15 PIC - BP Reception Head Customer and Insurance Repair Approval Confirmation
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Check 10 post-estimation Repair Orders. If the damaged area on the vehicle is inspected and the customers' requests confirmed
BP-35 PIC - Service Manager Recording and Sharing of Customer Complaints to Concerned Group
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Scheme for recording customer complaints
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Details of the complaints are confirmed, and feedback given to workshop staff
Office - Parts
Fix It Right
FIR-13 PIC - Parts Admin [Reception] Timely response to customer in case of back order When distributor B/O is necessary for special order parts for repair jobs, are any changes in distributor B/O parts ETA shared with SA in order to enable timely action when responding to customer requested repair dates/times ?
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19A) Are ETAs of distributor B/O parts visualized and shared with SA?
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19B) Is SA notified immediately after distributor B/O parts arrived at the distributor?
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19C) Is the handling of distributor B/O by SA documented in the SOP?
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19D) How is the "Handling Distributor B/O by SA" managed?
Office - Customer Relations
Fix It Right
FIR-22 PIC - Customer Relations Officer Complaint handling Are customer complaint details and handling results accurately recorded in order to promptly share information within dealer?
20B) Are the results of each of the 7 steps necessary for complaint handling recorded in the Customer Handling Memos? Are they approved by management (Service Manager etc.)?
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Customer and vehicle information, details of complaint and request
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Background of the complaint, customer relationship
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Investigation results and level of responsibility
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Customer handling plan
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Results of explaining to customer
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Results of complaint handling
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Measure to be taken for recurrence prevention
FIR-23 PIC - Customer Relations Officer Visualize serious complaints & report to distributor Are all serious complaints visualized and reported to the distributor in a timely manner in order to prevent further escalation?
21A) Are general complaints and serious complaints correctly distinguished?
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Fire hazards (FH)
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Airbag deployment/non-deployment
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Unintended acceleration
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Accidents other than 1-3
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Product liability (PL) complaints
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Complaints regarding important safety features
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Complaints other than 1-6 that may develop into a civil lawsuit or criminal suit
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Complaints other than 1-6 in which a third party is involved
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Complaints that the distributor/dealer consider to be serious"
21B) Are serious complaints reported to the distributor within 24 business hours from the time they are received by the dealer?
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Are serious complaints reported to the distributor within 24 business hours from the time they are received by the dealer?
FIR-20 PIC - Customer Relations Officer [PSFU] PSFU staff to ask customer for Q1, Q2 and Q3 of FIR question then record the result and feedback of Non-FIR to all concerned. Does the PSFU staff asked Q1, Q2, Q3 of FIR question and feedback the result of Non-FIR to all concerned parties?
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8A) Interview with PSFU staff to gauge their understanding of FIR PSFU procedure.
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8B) Check availability of PSFU result for Q1, Q2, Q3 in DMS or related documents.
Workshop
Fix It Right
FIR-29 Safety Officer Safety Items
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Proper safety material is prepared for each working area / service equipment or provided to each technician (Safety cap, shoes, glasses, gloves, mask, helmet, rain boots etc.)
FIR-30 Safety Officer Tool equipment
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Insulated gloves and tools are properly used during high-voltage circuit servicing
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Proper maintenance of hand tools and SSTs
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Inspected and maintained periodically according to manufacturer's instruction & its record is available
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The equipment is properly fixed onto the floor
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The safety cover is properly installed
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Transparent safety cover is properly installed to prevent grinding debris
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Inspected and maintained periodically according to manufacturer's instruction
Workshop - GJ
Fix It Right
FIR-11 PIC - Dealer Technical Leader [Production] Repair support route for stop repair by skilled personnel on GJ problem
In case of unable to diagnosis or repair for GJ problem, did the skilled personnel clearly communicate and request to the next level of repair support route (Distributor) at the appropriate time?
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Check visualization of repair support route document clearly indicating the lead time for stop process.
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Interview with TA, Chief Technician and Technician to check their understanding in the repair support route.
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Check availability of repair support documents.
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Check availability of Technical Information and interview with TA in understanding of handling cases which he do not know how to handle.
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Interview with TA, JC and SA to check their understanding in process of informing customers in case of <Stop Process> or <Parts Delivery Delay>
FIR-16 PIC - Technician [Production] Perform job accurately
Are repair results and additional job repair results clearly written in the RO to indicate that the job was performed accurately and the results were confirmed?
Sampling check 3 Repair Orders to confirm if the following are clearly recorded?
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Repair result
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Additional job repair result (if any)
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Job start times and completion times
Was the wheel installation performed accurately?
Check in workshop at EM/PM Bay
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Wheel bolt/nut installation method/conditions (with Torque wrench)
FIR-17 PIC - Technical Advisor/ Foreman [After production] Confirm symptom resolution
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Check availability of QG2 Record / Monitoring Sheet
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<br>Interview and Check TA,TL, Chief Technician, Foreman understanding about QG2
Sampling check 3 General Repair Orders and 3 Diagnosis Repair Orders to confirm if the following are clearly recorded ?
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Quality inspection result
Express Maintenance
EM-27 PIC - Workshop Owner (For New Dealers established after 2021, Mandatory: Size of EM stall minimally 4m x 7m Scissors Lift Size of EM stall minimally 4.5m x 7m Post Lift) (For existing Dealers Technician workflow must not be obstructed in existing workbay, even if workbay is smaller than recommended)
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Check Workbay size
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Check whether EM operations is obstructed
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1x clear photo of technicians carrying out work without any obstructions
EM-11 PIC - Technician, Foreman All maintenance items are in accordance with the owner's manual and implemented (confirmed via video), applicable for all EM jobs (Light, Medium, Heavy) and all models (confirmed at Genba)
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Cross-check EM SOP with owner’s manual & observe actual EM work (confirm by video)
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1x clear photo of Owner's Manual (the inspection page of Owner's Manual) & EM SOP
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1x overall video of technician doing EM operations on a vehicle (Production)
EM-25 PIC - All Staff Express Maintenance is carried out safely. Safety is considered utmost priority in all processes.
Clear Safety points are identified and included in SOP
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1x clear photo of safety points within the SOP
EM is carried out in a safe manner
1x clear photo of Dist. confirm safe working procedures
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Tech wear proper PPE
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Tech follow the safety procedures
Safety signages are available and easily visible.
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1x clear photo of safety signages in EM bay
EM-26 PIC - Technician 4S is done for Work bay and EM Trolley (Tools)
Visual Check (Clean Workbay & Neat layout of trolley)
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1x clear photo tidy EM trolley
There is no loose lying tools & parts in the workshop
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There is no loose lying tools & parts in the workshop
EM-28 PIC - Service Manager, Production Area Availability of EM Tools & Equipment (Including SST & Measuring Tools)
Check availability of Tools & equipment according to TMA guideline
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1x clear photo of *Torque Wrench & Measuring Tool according to TMA Guideline<br>*:mandatory
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1x clear photo of technicians correctly using the tools (dial gauge, scale, torque wrenches (or hydrometer)
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1x clear photo of properly maintaining SST
Workshop - BP
Body and Paint
BP-1 PIC - Service Manager Availability of Safety Records and Items
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Availability of [Records]: Safety Calendar & Dates of Checking, Periodical Safety Meeting, Accident Report & Prevention Plan
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Availability of [Items]: Fire Extinguisher, First Aid Box, Evacuation Route & Assembly Point
BP-2 PIC - BP Workshop Head Wearing of Required Protective Gear for each BP Process
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[Spot Cutting] Safety Glasses, Dust Mask, Leather Work Gloves, Safety Shoes, Overall
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[Panel Cutting] Safety Glasses, Ear Protector, Face Shield, Dust Mask, Leather Work Gloves, Safety Shoes, Overall
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[Washer Welding] Safety Glasses, Dust Mask, Cotton Gloves, Safety Shoes, Overall
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[Spot Welding] Safety Glasses, Face Shield, Dust Mask, Leather Work Gloves, Safety Shoes, Overall
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[CO2/MIG Welding] Safety Glasses, Welding Mask, Respirator, Welding Gloves, Arm Protector, Fire Proof Apron, Leg Covers, Safety Shoes, Overall
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[Putty Application] Safety Glasses, Respirator, Solvent-Resistant Gloves, Safety Shoes, Overall
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[Putty Shaping / Sanding] Safety Glasses, Dust Mask, Cotton Gloves, Safety Shoes, Overall
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[Paint Application] Safety Glasses, Respirator, Solvent-Resistant Gloves, Safety Shoes, Spray Suit, Sprayer’s Cap
BP-16 PIC - BP Workshop Head Both Repair and Non-Repair Areas are Easy to Identify by Technicians
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Repair area marked clearly with a masking tape or chalk (or any other indicators)
BP-17 PIC - Service Manager Availability of Body Repair Manual
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Body Repair Manual Available and Accessible to Technicians
BP-18 PIC - BP Workshop Head Possession / Use of Required Equipment for each BP Repair Process
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[Body Alignment] Frame Aligner, Tracking Gauge, Safety Wire
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[Panel Replacement] Air Saw, MAG Welder, Spot Weld Cutter
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[Panel Repair] Washer Welder, Single Action Sander, Straight Edge (30cm and 60cm)
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[Putty & Primer Surfacer] Dual Action Sander, Infrared Dryer
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[Final Inspection] Wheel Aligner, Headlamp Optical Axis Adjusting Device
BP-19 PIC - BP Workshop Head Installation of Seat Covers, Floor Mats and Other Courtesy Items
Check all vehicles for seat cover and floor mat
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For Light Repairs, seat cover is to be installed in driver’s seat.
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For Medium and Heavy Repairs, seat cover is to be installed in passenger’s seat and back seat (depending on necessity).
BP-20 PIC - BP Workshop Head Presence of Unnecessary Items in the Stall
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No rubbish or tools, equipment, or parts not needed for the current job process in the stall
BP-21 PIC - BP Workshop Head Usage of Body Sealant, Undercoat and Rustproofing Wax on Location specified in Body Repair Manual
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Availability of Body Sealant, Undercoat and Rustproofing Wax
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Actual checking of usage of materials based on Body Repair Manual
BP-22 PIC - BP Workshop Head Performance of Putty Dry Sanding
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Actual checking of performance of putty dry sanding
BP-23 PIC - BP Workshop Head Paint Containers 4S
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All paint, solvent and waterborne paint are covered to prevent evaporation
BP-24 PIC - BP Workshop Head Clean Mixing Scale without Old Paint
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No paint / stain at the stored mixing scale
BP-25 PIC - BP Workshop Head Paint Booth Walls and Filters 4S Condition
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No dirt clearly attaches to finger when the walls in the paint booth are touched
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Secondary (roof) intake filters: filter without obvious sagging while the booth is operating
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Exhaust filters: Optimal pressure is maintained in the booth through periodic filter replacement
BP-26 PIC - BP Workshop Head Availability of More than 1,000 Lux Lighting in Paint Booth
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Using the lux meter, measure the illumination inside the Paint Booth, should be more than 1000 lux
BP-27 PIC - BP Workshop Head Spray Gun 4S Condition
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Clean Topcoating spray guns and nozzles without adhered paint
BP-28 PIC - BP Workshop Head Usage of Paint Strainer
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Availability of Paint Strainer
BP-29 PIC - BP Workshop Head Availability of Oil-water Separator for Air Compressor
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Availability of Oil-Water Separator
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Check the functionality of Oil-Water Separator
BP-30 PIC - BP Workshop Head Buffing Pad 4S Condition
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No old compound adhered to the buffing pad
BP-31 PIC - BP Workshop Head Availability of Final Inspection Check Sheet
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Availability of Final Inspection Check Sheet with Judgment Criteria
BP-32 PIC - BP Workshop Head Availability of More than 1,000 Lux Lighting in Inspection Bay
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Using the lux meter, measure the illumination inside the Final Inspection Bay, should be more than 1000 lux
BP-33 PIC - BP Workshop Head Shower Test for Glass and Windshield Repairs
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Availability of Tools and Area for Shower Test
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Check the Actual Performance of Shower Test
Parts Warehouse
Fix It Right
FIR-3 PIC - Parts Warehouseman [Appointment Preparation] Prepare dealer stock parts
Are the parts required for periodic maintenance picked from dealer stock parts immediately regardless of whether customers made appointments, so that the customer does not need to wait?
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17A) Are all the required parts for periodic maintenance prepared?<br>(If Pre-Pick Parts is not available, is there any method to ensure it does not cause delay/waiting time for customer?)
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17B) Is there data for the maintenance immediate fill rate by dealer stock that shows the effectiveness of stocking parts at dealer and/or distributor?<br>Maintenance immediate fill rate ≥ 99%
Is the quality of parts maintained?
7C) Are the dealer parts quality assurance guidelines strictly observed?
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No parts left directly on the floor
FIFO freshness management
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Batteries
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Tires
Deformation avoidance of rubber parts
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Wiper rubber
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Timing belt
FIR-12 PIC - Parts Warehouseman [Reception] Prepare special order parts
Are necessary parts arranged for each customer by the day before the repair appointment in order to start repair job on time? Is the progress of parts arrival confirmed and managed?
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18A) Have the necessary parts been prepared on SOP rack for each customer who has an appointment on the following day?
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18B) Have the necessary parts for each customer been managed according to each scheduled appointment day?
In the event of an irregular case (delay, damage etc.), is the progress information shared amongst dealer staff? Are the necessary actions taken in a timely manner?
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18C) Is the information about irregular cases (delay, damage etc.) shared with SA when they occur?
Express Maintenance
EM-29 PIC - Parts Staff Maintenance replacement parts for EM models are always stocked at w/s
Check availability of parts for EM models
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1x clear photo of EM models maintenance replacement parts
Carwash
Express Maintenance
EM-10 PIC - Service Manager/ Washing Staff Car prioritization rules available at Washing area
Visual Check for Car Prioritization rules and actual washing operation
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1x clear photo of the Car Prioritization SOP
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1x clear photo of the vehicle being prioritized (excel spreadsheet, book or other sources)
EM-24 PIC - Service Manager/ Washing Staff Washing operations are carried out as per target time and quality level
Washing KPI monitored (Target & Achievement)
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1X clear photo of overall car wash
1x clear photo of Washing KPI
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Wait Washing KPI
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Washing L/T KPI
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1x clear photo of Dlr achieved the target.
Export and Trade Security Controls
Export and Trade Security Controls
ETSC-1 Understanding of PIC on ETSC Policy, Prohibitions and SOP’s
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Receptionist
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MR Staff
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Service Advisor
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Line Managers
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CRO
ETSC-2 Access and Familiarity to ZETSCR01
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If can access the Tcode
Familiarity with per status
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Pending Attachment – still waiting for customer to provide required documents
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Initial – For initial assessment by dealer
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Send to TMP – For approval of TMP
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TMP Approved – Request approved by TMP
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Request Rejected – Request disapproved by TMP
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Closed – Case closed by Dealer/TMP
ETSC-3 Dealer Info-Sharing Activities
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Regular Sharing and Reiteration of ETSC Policy and other important concerns (e.g. including ETSC reminders on morning circle, on Dealer new team members orientation, internal trainings, etc)
Dealer Manpower (Direct)
GJ Service Advisor
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BP Service Advisor
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GJ Technician
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BP Technician
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Dealer Manpower (Indirect)
Service Manager
Parts Manager
Reception Head
Shop Superintendent
Job Controller
Maintenance Reminder Staff
In-House Trainor
SSC PIC
Warranty Admin
Dealer Technical Leader
Pollution Control Officer
Safety Officer
Diagnosis Master Technician
Receptionist
Technical Advisor
Parts Warehouseman
Parts Counterman
Parts Service Counterman
Parts Admin/DMS Operator
Lexus Accedited Dealers
LAD
Service Consultant
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Polo barong
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With Lexus nameplate
Technician
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Gray uniform
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With Lexus mark and logo
Lexus Customer Lounge
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Customer should feel welcomed, valued and relaxed
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Has refreshments
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Customers can continue with their work
Service Reception bay
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Lexus gray: Mitzani f19-65a
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with signage
Service Productive bay
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Lexus gray: Mitzani f19-65a
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with signage
Lexus Courtesy items
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Fender cover
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Grill Cover
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Seat cover
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Steering wheel cover
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Paper floormat
Lexus Accredited Dealer Signage
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Plaque of Accreditation (location: Customer reception area)
Location Sign Font: Nobel book Font Color: White Background: Lexus black Location: Dealer Entrance
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Lexus Lounge
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Lexus Reception bay
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Lexus Service bay
TSM Kodawari for B&P
OP1-1 Repair Quality KPIs Are repair quality KPIs monitored?
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If the daily number of re-repairs is recorded on a form on a monthly basis, evaluate the B&P shop as "Yes".
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If the daily number of in-process re-repairs is recorded on a form on a monthly basis, evaluate the B&P shop as "Yes".
OP1-2 Delivery Timing KPIs Are delivery timing KPIs monitored?
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If the daily delivery timing notification rate is recorded on a form on a monthly basis, evaluate the B&P shop as "Yes"
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If the daily on-time delivery rate is recorded on a form on a monthly basis, evaluate the B&P shop as "Yes"
OP1-3 Lead Time KPIs Are lead time KPIs monitored?
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If the average daily lead times (from reception to delivery) for both light damage and medium/heavy damage are recorded on a form on a monthly basis, evaluate the B&P shop as "Yes"
OP1-4 CS KPIs Are CS KPIs monitored?
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If customer feedback gathered via questionnaires, etc. is recorded on a form on a monthly basis, and there are items for both repair quality and delivery timing, evaluate the B&P shop as "Yes".
OP3-2 Reception Job Progress Management Is job progress visualized and managed at reception?
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If the job progress of received vehicles can be confirmed immediately by reception staff, evaluate the B&P shop as ""Yes"
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If the Document Control Board (or similar control tool) is divided by job status, such as ""waiting for estimation"", ""waiting for parts" and “ready for service"" posts, evaluate the B&P shop as ""Yes"
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If irregularities, such as vehicle no-shows, waiting for insurance approval, and schedule changes, are visualized using posts or
OP4-1 Parts Order Management Are the order and delivery statuses for special order parts managed?
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If the parts order and arrival statuses for repair vehicles are visualized on a Document Control Board and Parts Order Control Board (or similar control tools), evaluate the B&P shop as "Yes"
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If parts preparation status is managed by status (waiting for parts, order, parts ordered, parts arrived) on the Document Control Board and Parts Order Control Board (or similar control tools) leading up to job start date, evaluate the B&P shop as ""Yes"
OP3-3 Delivery Timing Notification Are customers notified of the delivery timing?
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Check 10 Repair Orders for completed jobs. If a promised delivery timing (scheduled delivery timing) is entered on all of the Repair Orders, evaluate the B&P shop as "Yes".
OP3-4 Estimation Are customers provided with accurate estimates?
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If estimates are created by totaling up job elements, such as body repair and painting, evaluate the B&P shop as “Yes”. (Job times that take into account local conditions may be used.)
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Check 10 Repair Orders (Estimate/Order Form). If customer or insurance company approval was received on all Repair Orders, evaluate the B&P shop as "Yes".
OP3-5 Job Scheduling Management Is job scheduling status visualized and managed?
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If the work plan for each vehicle is displayed in an easy-to-see location, and the SA can determine when new jobs can be scheduled to start and finish, evaluate the B&P shop as "Yes".
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If the work plan is displayed for a period of at least one week, and times when it is possible to schedule new appointments can be determined, evaluate the B&P shop as "Yes".
OP2-3 Job Stoppage Vehicle Management Operations Does the control tool status match the actual job stoppage vehicle status?
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Select repair orders for three vehicles from the control board. If the job stoppage vehicles in the parking area match the information on the repair orders from the control tool, evaluate the B&P shop as "Yes".
OP2-1 Parked Vehicles Is the parking area for received vehicles divided by intended use and are no vehicles parked obstructing work or movement?
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If there is a section in the parking area specifically for B&P service vehicles, evaluate the B&P shop as "Yes".
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If there are no vehicles parked anywhere other than in designated parking spaces (parking area, stalls), evaluate the B&P shop as "Yes".
OP5-1 Job Progress Management Is current job progress status monitored?
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If the job progress manager is clearly indicated on the organization chart, evaluate the B&P shop as "Yes".
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If the day's work plan for each process has been created and displayed in a location that is easy for workshop staff to see, and job progress is indicated, evaluate the B&P shop as "Yes".
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If the current job status for each process in relation to the work plan can be confirmed on a board or monitor, evaluate the B&P shop as "Yes".
OP5-4 In-Process Quality Inspection Are quality check results recorded for each job process?
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If there are completed In-process quality check sheets with items for each process at the B&P shop, evaluate the B&P shop as "Yes". (Check items for each process tailored to local conditions may be used.)
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In the workshop, check one In-process quality check sheet for each process. If quality check results are entered for all job processes on all forms, evaluate the B&P shop as "Yes"
RW1-1 ４S：Storage of removed parts Are removed parts stored in a parts cart or parts rack with the vehicle information clearly indicated?
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If removed parts that will be reattached are stored in a parts carts or a parts rack with the vehicle information clearly indicated, evaluate the B&P shop as "Yes".
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When it is not possible to secure space for a parts rack, it is acceptable for parts to be stored in a parts tray inside the vehicle for light damage repairs. (If parts are placed directly on the vehicle seats or floor mats, evaluate the B&P shop as "No"
RW2-2 Repair Quality: Panel fitting Is panel fitting restored to standard values?
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Check vehicles for which body alignment has been completed. If panel fitting is restored to standard values, evaluate the B&P shop as "Yes". (Vehicles waiting for delivery are also suitable for checking.)
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If quality was not accepted: as long as the in-process quality check sheet indicates that the vehicle did not pass quality standards and rework will be performed, evaluate the B&P shop as "Yes"
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If it is not possible to confirm the items being used in actual operations: as long as a technician confirms that parts are temporarily attached and their fitting confirmed, and the in-process quality check sheet includes a fitting check item, evaluate the B&P shop as "Yes"
RW3-1 Safety: Protective gear when welding Is the following protective gear worn properly when welding? - Welding mask - Welding gloves - Dust mask - Safety shoes
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If technicians wear all of the protective gear items when welding, evaluate the B&P shop as "Yes"
-
If there are differences in how many items are worn by technicians, judge from the technician wearing the fewest items when evaluating.
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If it is not possible to confirm protective gear use during actual repair operations, ask a technician and check the availability and storage of protective gear. If protective gear is available for use when necessary, evaluate the B&P shop as "Yes".
RW3-5 4S: 4S of gas-shielded arc welder Does the gas-shielded arc welder work normally, with the contact tip not worn and no spatter adhered to the inside of the nozzle?
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If there is no excessive gap between the contact tip's central hole and wire and the wire is not able to move from side to side, evaluate the B&P shop as "Yes"
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If the diameter of the hole is greater than 1.5 times that of a new contact tip, evaluate the B&P shop as "No".
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If there is no obvious spatter adhered to the inside of the nozzle, evaluate the B&P shop as "Yes".
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If spatter is adhered around the inside of the nozzle, or if there is a large localized clump of spatter, evaluate the B&P shop as "No".
RW4-2 Repair Quality: Restoration of panel stiffness Has the panel stiffness of repaired areas been restored to the same stiffness as normal surfaces?
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Confirm the panel stiffness of repaired areas by pressing with the thumb. Compare the panel stiffness with that of the normal surface on the opposite side of the vehicle. If the stiffness is the same, evaluate the B&P shop as "Yes".
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If quality was not accepted: as long as the in-process quality check sheet indicates that the vehicle did not pass quality standards and rework will be performed, evaluate the B&P shop as "Yes".
RW4-3 Repair QualityRustproofing on back of washer welding points Is rustproofing agent (rustproofing wax) applied to the back of washer welding points?
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If it can be confirmed from observing actual operations that rustproofing agent is applied to the back of washer welding points, evaluate the B&P shop as "Yes".
-
If it is not possible to confirm rustproofing agent being used in actual operations: as long as the B&P shop possesses rustproofing agent and a technician confirms that it is applied, evaluate the B&P shop as "Yes"
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If rustproofing agent is available in the workshop and technicians can use it when they need it, evaluate the B&P shop as "Yes"
RW5-1 Safety: Protective gear when putty sanding Is the following protective gear worn properly when putty sanding? - Safety glasses - Cotton gloves - Dust mask - Safety shoes
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If all four items are worn, evaluate the B&P shop as "Yes"
-
If there are differences in how many items are worn by technicians, judge from the technician wearing the fewest items when evaluating.
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If it is not possible to confirm protective gear use during actual repair operations, ask a technician and check the availability and storage of protective gear. If protective gear is available for use when necessary, evaluate the B&P shop as "Yes"
RW5-3 Materials: Possession/Use of resin repair material Does the B&P shop have resin repair material and is it used for bumper repairs?
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If it can be confirmed from observing actual operations that resin repair material is used, evaluate the B&P shop as "Yes"
-
If it is not possible to confirm resin repair material being used in actual operations: as long as the B&P shop possesses resin repair material and a technician confirms that it is used, evaluate the B&P shop as "Yes".
-
If putty for steel panels is also used for bumper repairs, evaluate the B&P shop as "No".
RW5-7 ４S: Stall floor 4S condition Is the stall kept clean and tidy, with no items that are not needed for work lying around and no accumulated dust and rubbish on the stall floor?
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If there are no tools, equipment, parts, etc. in the stall that are not needed for work, evaluate the B&P shop as "Yes"
-
If there is no accumulated dust and rubbish on the stall floors, evaluate the B&P shop as "Yes"
-
It is acceptable for work areas to temporarily get dirty while work is being performed. As long as the area is cleaned after work is completed, evaluate the B&P shop as "Yes".
RW6-3 Repair Quality: Primer-surfacer finish quality (Pinholes) Is the primer-surfacer finish smooth, with no pinholes?
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Check vehicles for which the primer-surfacer process has been completed. If there are no obvious pinholes remaining in the primer-surfacer surface, evaluate the B&P shop as "Yes".
-
If there are no vehicles for which the primer-surfacer process has been completed, check vehicles for which topcoating has been completed. If there are no pinholes in the topcoat of repaired panels, evaluate the B&P shop as "Yes"
-
If quality was not accepted: as long as the in-process quality check sheet indicates that the vehicle did not pass quality standards and rework will be performed, evaluate the B&P shop as "Yes".
RW8-1 Repair Quality: Color matching for each vehicle Is color matching performed using test pieces for each vehicle?
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If color matching is performed using test pieces for each vehicle, evaluate the B&P shop as "Yes"
-
If it is not possible to confirm actual color matching operations, ask a technician where and how color matching is performed. If test pieces are used when performing color matching, evaluate the B&P shop as "Yes"
RW9-1 Safety: Protective gear when topcoating Is the following protective gear worn properly when topcoating? - Safety glasses - Solvent-resistant gloves - Respirator - Safety shoes
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If all four items are worn, evaluate the B&P shop as "Yes"
-
If there are differences in how many items are worn by technicians, judge from the technician wearing the fewest items when evaluating.
-
If it is not possible to confirm protective gear use during actual repair operations, ask a technician and check the availability and storage of protective gear. If protective gear is available for use when necessary, evaluate the B&P shop as "Yes".
-
For the respirator, both cartridge and air-fed types are acceptable.
RW9-2 Repair Quality: Topcoating finish quality(Runs or fish eyes) Is the finish of the paint texture smooth, with no runs or fish eyes?
-
Check vehicles for which the topcoating process has been completed. If there are no obvious runs or fish eyes, evaluate the B&P shop as "Yes"
-
If quality was not accepted: as long as the in-process quality check sheet indicates that the vehicle did not pass quality standards and rework will be performed, evaluate the B&P shop as "Yes".
RW9-3 ４S: Paint booth walls 4S condition Are the walls in the paint booth kept clean?
-
If no dirt clearly attaches to your finger when the walls in the paint booth are touched, evaluate the B&P shop as "Yes"
RW10-2 ４S: Buffing pad 4S condition Is the buffing pad kept clean, with no old compound adhered?
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If there is no old compound adhered to the buffing pad, evaluate the B&P shop as "Yes"
