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MRS and Appointment

PIC - Appointment Staff [MRS and Appointment] 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?

6A) Check available of Non-FIR or Repeat Repair remark in DMS, appointment sheet or related paper documents before appointment day 6B) Interview Appointment staff to confirm whether they check service history for Non-FIR or Repeat Repair appointment. 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

PIC - Appointment Staff [MRS and Appointment] 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?

6C) Is the customer visit information (appointment date and time) recorded? 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. 6F) - Check availability of SOP. - 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. 6G) Check visualization of TA time for each appointment [Ensure non-FIR/RR info is transferred/understood by TA before customer arrival] Interview with appointment staff in their understanding of transferring non-FIR/Repeat Repair cases to TA.

Appointment Preparation

PIC - Parts Warehouseman [Appointment Preparation] Prepare dealer stock parts 1. 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? 2. Is the quality of parts maintained?

17A) Are all the required parts for periodic maintenance prepared? (If Pre-Pick Parts is not available, is there any method to ensure it does not cause delay/waiting time for customer?) 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? Maintenance immediate fill rate ≥ 99% 17C) Are the dealer parts quality assurance guidelines strictly observed? ⓐ No parts left directly on the floor ⓑ FIFO freshness management [ ] Batteries [ ] Tires ⓒ Deformation avoidance of rubber parts [ ] Wiper rubber [ ] Timing belt

PIC - Appointment Staff [Appointment Preparation] Create job plan & visualize cases involving TA for Diagnosis case

- 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? - Are the documents to be used and/or vehicles to be handled by TA easily identified?

Reception

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? [ ] Existing scratches on the customer vehicle [ ] Any valuables [ ] Floor mat installation conditions

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. (If there is a change, can updated information be found in DMS or related documents?, If no change this is not applicable) - 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?)

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 [ ] Customer requests

PIC - 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. Interview with TA and SA to confirm if PDQ was filled up by skilled personnel. (drive test if necessary) Interview with TA to confirm whether they explain situation to customer for non-duplicate jobs.

PIC - Parts Warehouseman [Reception] Prepare special order parts 1. 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? 2. 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?

18A) Have the necessary parts been prepared on SOP rack for each customer who has an appointment on the following day? 18B) Have the necessary parts for each customer been managed according to each scheduled appointment day? 18C) Is the information about irregular cases (delay, damage etc.) shared with SA when they occur?

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 ?

19A) Are ETAs of distributor B/O parts visualized and shared with SA? 19B) Is SA notified immediately after distributor B/O parts arrived at the distributor? 19C) Is the handling of distributor B/O by SA documented in the SOP? 19D) How is the "Handling Distributor B/O by SA" managed?

PIC - 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? [ ] Job details [ ] Estimated costs [ ] Scheduled delivery dates/times [ ] Customer signatures

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: ⓐ Ideal : once per month ⓑ Minimum : once per year" 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. ⓐ Ideal : 3 repair jobs ⓑ Minimum : 1 repair job" Check availability of QG1 Record / Monitoring Sheet Interview and Check JC,SA understanding about QG1

Before Production

PIC - 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.? [ ] Testing / test drive result in the PDQ [ ] Diagnosis result in the PDQ

PIC - Technical Advisor/Foreman [For Repair Jobs] Diagnosis 4. Are job instruction and diagnosis result written clearly in the repair order to enable technician to complete the repair job properly?

Sampling check 3 General Repair Orders and 3 Diagnosis Repair Orders to confirm if the following are clearly recorded ? [ ] Job instruction [ ] Diagnosis result

Production

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?

- Check visualization of repair support route document clearly indicating the lead time for stop process. - Interview with TA, Chief Technician and Technician to check their understanding in the repair support route. - Check availability of repair support documents. - Check availability of Technical Information and interview with TA in understanding of handling cases which he do not know how to handle. Interview with TA, JC and SA to check their understanding in process of informing customers in case of <Stop Process> or <Parts Delivery Delay>

PIC - Technician [Production] Perform job accurately 7. 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? Was the wheel installation performed accurately?

Sampling check 3 Repair Orders to confirm if the following are clearly recorded? [ ] Repair result [ ] Additional job repair result (if any) [ ] Job start times and completion times Check in workshop at EM/PM Bay: [ ] Wheel bolt/nut installation method/conditions (with Torque wrench) Torque Table Reference: Sheet: Toyota Models_Torque Table Sheet: Lexus Models_Torque Table

PIC - Technical Advisor/Foreman [After production] Confirm symptom resolution 8. Is the quality inspection was conducted to ensure symptom resolution?

- Check availability of QG2 Record / Monitoring Sheet - 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 ? [ ] Quality inspection result

Delivery

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? (Cleanliness, any damage, floor mat installation)

22F) Sampling check 3 Repair Orders to confirm if the following are clearly recorded? [ ] SA name & signature [ ] TA name (if required) & signature [ ] JC name & signature [ ] Technician name & signature 22I) Sampling check 3 Repair Orders to confirm if the following are clearly recorded? [ ] Vehicle interior/exterior cleanliness [ ] Presence/absence of scratches made during maintenance or repair jobs [ ] Correct floor mat installation

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? [ ] Customer signature 5B) Interview with SA and skilled personnel to check their understanding on job result explanation / symptom resolution process. [ ] Job details / symptom resolution explanation [ ] Invoice explanation [ ] Floor Mat confirmation [ ] Results and symptom resolution (drive test if necessary) 5C) Check availability of QG3 Record / Monitoring Sheet 5D) Interview and Check SA understanding of QG3

After Delivery

PIC - CRO [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?

8A) Interview with PSFU staff to gauge their understanding of FIR PSFU procedure. 8B) Check availability of PSFU result for Q1, Q2, Q3 in DMS or related documents.

PIC - CRO 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.)? ① Customer and vehicle information, details of complaint and request ② Background of the complaint, customer relationship ③ Investigation results and level of responsibility ④ Customer handling plan ⑤ Results of explaining to customer ⑥ Results of complaint handling ⑦ Measure to be taken for recurrence prevention

PIC - CRO 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? ① Fire hazards (FH) ② Airbag deployment/non-deployment ③ Unintended acceleration ④ Accidents other than 1-3 ⑤ Product liability (PL) complaints ⑥ Complaints regarding important safety features ⑦ Complaints other than 1-6 that may develop into a civil lawsuit or criminal suit ⑧ Complaints other than 1-6 in which a third party is involved ⑨ 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?

KPI Management

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? [ ] FIR rate [ ] Number of repeat repair cases [ ] Number of service complaints * If the KPIs is not good, please do RCA. 10B) 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.

Root Cause Analysis

PIC - Service Manager [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?

9A) Check availability of root cause analysis and countermeasure taken in related documents. 9C) Check frequency of Root Cause Analysis: ⓐ Ideal : All ⓑ Minimum : 1 meeting per month

Safety

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?

12A) Are the results of periodical rounds recorded?

PIC - Safety Officer Safety meeting Is a safety meeting periodically held with all dealer staff in order to raise their safety consciousness?

13A) Are periodical safety meetings conducted and is the safety status recorded in the Safety Calendar by daily?

PIC - Safety Officer Emergency measures

- Emergency escape route map is displayed at appropriate position. - First aid kit with proper contents is prepared. - Fire extinguishers are clearly identified and regularly checked and maintained according to manufacturer's instruction & record is available.

PIC - Safety Officer Safety Items

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.)

PIC - Safety Officer Tool Equipment

- Insulated gloves and tools are properly used during high-voltage circuit servicing. - Proper maintenance of hand tools and SSTs - Inspected and maintained periodically according to manufacturer's instruction & its record is available. - The equipment is properly fixed onto the floor. - The equipment is properly fixed onto the floor. - The safety cover is properly installed. - Transparent safety cover is properly installed to prevent grinding debris. - Inspected and maintained periodically according to manufacturer's instruction.

Table of Organization

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?

11A) Check availability of safety organization chart. 11B) Are safety leader, PIC for environmental management, RCA leader, PIC for complaint handling and TA selected? ⓐ Ideal : 1 organization chart ⓑ Minimum : Separated organization chart which has link between them

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PIC - Appointment Staff [MRS and Appointment] 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?

PIC - Appointment Staff [MRS and Appointment] 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?

PIC - Appointment Staff [Appointment Preparation] Create job plan & visualize cases involving TA for Diagnosis case

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?

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)

PIC - 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?

PIC - 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?

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?

PIC - 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?

PIC - Technical Advisor/Foreman [For Repair Jobs] Diagnosis 4. Are job instruction and diagnosis result written clearly in the repair order to enable technician to complete the repair job properly?

PIC - Technician [Production] Perform job accurately 7. 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? Was the wheel installation performed accurately?

PIC - Technical Advisor/Foreman [After production] Confirm symptom resolution 8. Is the quality inspection was conducted to ensure symptom resolution?

PIC - CRO [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?

PIC - CRO Complaint handling Are customer complaint details and handling results accurately recorded in order to promptly share information within dealer?

PIC - CRO 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?

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?

PIC - Service Manager [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?

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?

PIC - Safety Officer Safety meeting Is a safety meeting periodically held with all dealer staff in order to raise their safety consciousness?

PIC - Safety Officer Emergency measures

PIC - Safety Officer Safety Items

PIC - Safety Officer Tool Equipment

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?

Related checklists

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PIC - Appointment Staff [MRS and Appointment] 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?

PIC - Appointment Staff [MRS and Appointment] 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?

PIC - Appointment Staff [Appointment Preparation] Create job plan & visualize cases involving TA for Diagnosis case

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?

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)

PIC - 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?

PIC - 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?

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?

PIC - 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?

PIC - Technical Advisor/Foreman [For Repair Jobs] Diagnosis 4. Are job instruction and diagnosis result written clearly in the repair order to enable technician to complete the repair job properly?

PIC - Technician [Production] Perform job accurately 7. 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? Was the wheel installation performed accurately?

PIC - Technical Advisor/Foreman [After production] Confirm symptom resolution 8. Is the quality inspection was conducted to ensure symptom resolution?

PIC - CRO [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?

PIC - CRO Complaint handling Are customer complaint details and handling results accurately recorded in order to promptly share information within dealer?

PIC - CRO 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?

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?

PIC - Service Manager [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?

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?

PIC - Safety Officer Safety meeting Is a safety meeting periodically held with all dealer staff in order to raise their safety consciousness?

PIC - Safety Officer Emergency measures

PIC - Safety Officer Safety Items

PIC - Safety Officer Tool Equipment

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?

Related checklists