Service Process Health Check (CV)

Information

Dealership Name
Dealership Name
Conducted on
Prepared by

1. Appointment and Capacity Planning

1.1 - The customer call is to be picked up after the 3rd ring at the latest and greeted with dealer, location, first name and surname.
1.2 - Input registration number into DMS point of sale screen to qualify vehicle and history details - check whether customer and/or vehicle data exists.
1.3 - Ensure all customer and vehicle details are correct Inputting missing data; (name, address, email, contact number and model). Update DMS.
1.4 - With first contact with customer, obtain customer and vehicle data. Create customer and vehicle file in DMS.
1.5 - The customer is to be asked to describe his/her concerns. The service advisor is to listen actively to the customer and document the concerns as originally stated.
1.6 - Question customer faults characteristics using ESS/dealer own pre-diagnostic prompt sheet (if required). Determine type of service requirement via DMS, ESS and/or maintenance book. Record on DMS.
1.7 - Check vehicle history with customer - The vehicle's previous service/repair is to be discussed with the customer, if necessary. In instances of repeat repairs this is to be recorded on DMS.
1.8 - Depending on the customer request or complaints make a preliminary visit to the workshop in order to conduct a pre-diagnosis or compile a cost estimate, for example. The customer is to be notified about the time required and any associated cost (if applicable). Record on DMS.
1.9 - Offer solutions to customer requests - Up-sell service packs (summer or winter) i.e. air conditioning recharge, valeting etc. - Where appropriate explain the benefits of, Service contracts (initiate sales process if appropriate)
1.10 - Provide time and cost estimate to customer (if required) e.g. Servicing, brakes, using ESS/WIS/ASRA/MB Package pricing. Record on DMS.
1.11 - Open workshop pre-order (WIP). Check whether open jobs/orders exist - If there are any open jobs/orders e.g. parts ordered and in stock, these are to be incorporated into the pre-order.
1.12 - Check service resource availability ensuring that there is enough available hours (capacity) and if required technical expertise is available. Is holiday/sickness/training identifiable?
1.13 - Allocate required time for Service/Repair. Load time into DMS workshop loading.
1.14 - Reserve appointment with MOT facility and document. Customer to be advised on specific timescales for MOT Prep.
1.15 - Clarify mobility requests of customer. Offer customers option to Wait, MobilityGo (where applicable ) Check availability and reserve resource (Courtesy vehicles, C&D) - Notify customer about documents to be supplied (e.g. MOT, Insurance certificate)
1.16 - Agree work authorisation limit with customer and obtain start up order number and record on DMS/job pack.
1.17 - Establish and document mode of payment (dependant upon repair type). Discuss and action any account on stop issues.
1.18 - Review all booked work with workshop control ensuring capacity and technical resource is available.
1.19 - Establish Potential FFV cases. If pre-diagnosis on telephone is required contact customer to qualify/quantify problem. Pre-diagnosis may also be carried out by offering an appointment for further investigation either by performing a short diagnostic test.
1.20 - Check EVA to identify levels of warranty provision (import) and history, outstanding safety measures or service recalls and record work required on DMS. Up-date workshop loading system (if required).
1.21 - If chassis number is not recorded telephone customer to obtain. Up-Date vehicle target record and record chassis number on WIP.
1.22 - Check Mobility resource details i.e.. ensure there is a courtesy vehicle available or C&D booked. Confirm MOT booking as/if required.
1.23 - Ensure vehicle is on TruckFile and has accurate schedule, update schedule as required.
1.24 - Print all job cards and identify shift allocation, customer time requirement, Mobility, payment type e.g. R&M contract, customer account. In instances of repeat repairs this should be identified.
1.25 - Prepare additional documentation and add to job pack e.g. KDM/Warranty history, 3 C's sheet, ESS/Service Sheets, last TruckFile, Estimates, Visual health check, technical documentation.
1.26 - Carry out a review of workload with Parts Advisor to identify parts requirement (parts pre-picking) ensuring parts availability (FFV).
1.27 - Contact customer (SMS Pre-call etc), reminding the customer of the appointment slot and the documents required and if there is any other issues to discuss prior to vehicle drop off.
1.28 - If a pre-call is not possible send an alternative reminder to the customer of the agreed appointment time.

2. Vehicle Drop Off

2.1 - All customers and visitors are to be acknowledged promptly upon their arrival or initial contact to the business and refreshments shall be readily available.
2.2 - The service advisor is to check whether a workshop pre-order for the customer exists.
2.3 - If no prior appointment has been made, create a booking with reference to the Appointment Booking procedure.
2.4 - Validate customer and vehicle details - The accuracy and completeness of the customer and vehicle details on the order are to be checked and DMS updated.
2.5 - Check and qualify customer requirements for all pre-booked work. Offer any additional products that may be of interest/benefit to customer. Clarify any cost estimates provided at point of booking (where applicable).
2.6 - For additional items required enter revised scope of work required onto WIP or job card, access workshop-loading to confirm available capacity and update.
2.7 - Agree work authorisation limit with customer and advise them that they will be contacted during the repair/maintenance if there are any changes in time, scope, or costs to the original agreement.
2.8 - Refer to DMS package pricing file/ASRA and advise customer of price for additional work (if requested/applicable).
2.9 - Print off revised job card, estimate and ESS if necessary for all work agreed and obtain customer signature on job card as authorisation. For waiting customers show them to the customer waiting area.
2.10 - Carry out external vehicle inspection to highlight any defects and record on repair order (with customer present wherever possible).
2.11 - Check vehicle mileage and record, re-confirm service requirement via dashboard display (where possible) and if necessary note changes required on job card.
2.12 - Fit interior protection in accordance with diagnosis/repair work to be performed.
2.13 - Take customer keys, move vehicle into pre work parking and secure keys in key facility
2.14 - For customer “No Shows” contact the customer within four hours of the missed appointment and rearrange a mutually beneficial appointment. If you are unable to contact the customer send an email or SMS to try and establish contact.

3. Vehicle Repair

3.1 - Transfer job pack to workshop, explaining customer requirement including special work instructions e.g. investigate and report and completion/update time.
3.2 - Review S24h repair requirement and prioritise through workshop. Up-date S24h SLA.
3.3 - Assigned technician to clock onto WIP within workshop loading.
3.4 - The technician reviews job requirement, locates diagnostic equipment/special tools.
3.5 - Carry out scheduled service, Inspection or repairs as documented. Servicing must be carried out in accordance with service sheet (see WIS/ESS service sheets), which must be signed and stamped upon completion. Inspections must be completed using TruckFile.
3.6 - For repairs requiring additional technical support, refer to TIPS. In instances where further information on a resolution is required, contact technical specialist and/or MBUK technical support.
3.7 - In instances where job request is investigation, this must be completed in accordance with standard diagnostic procedures. The results of the diagnosis should be reported to the SA/WC using the correct documentation for customer authorisation.
3.8 - Identify parts requirement and establish availability of required parts, access package price file/ASRA to identify inclusive price of additional repair work and produce estimate for customer. Establish available workshop capacity.
3.9 - Where appropriate carry out ESKULAB request to identify repairs which may be subject to a goodwill contribution.
3.10 - Contact customer/leasing agent/maintenance manager (1link) to discuss any additional work identified and obtain authorisation. Discuss faults detailed on job card, which cannot be re-produced under test conditions. Any authorisation and contact details to be recorded in the job pack.
3.11 - Where the customer cannot be contacted, any safety related issues to be referred to the After Sales Manager.
3.12 - Complete all documentation ensuring all reported faults/repairs have been completed or advised and sign where required. Include all additional required documents, e.g. smoke, brake, battery test and parts picking slips etc.
3.13 - Complete visual inspection of vehicle and clean any residue evidence of repair, e.g. hand/boot prints. If necessary identify vehicle for complete clean.
3.14 - Once satisfied that job is completed park vehicle in allocated customer collection area, pass job pack to workshop control and secure keys in key facility.
3.15 - Check all agreed work has been carried out as described on job card and supporting documentation is enclosed and vehicle is ready for handover. Ensure next inspection/MOT/service due date is identified on job pack/DMS for marketing follow up.
3.16 - Sign off completed Inspections via TruckFile (only be training person). Action any items requiring attention, and ensure are reported to the customer and documented on the job card.
3.17 - Select vehicle and workshop order for quality inspection. This should be completed to minimum of 10% of vehicle throughput and 100% of repeat repairs.
3.18 - Carry out quality control process on vehicle and record findings in quality control register/system. This should be completed in all instances of repeat repairs.
3.19 - Where no service has been carried out, the check is extended to include a roadworthiness check (e.g. lights and levels or visual health check).
3.20 - Document any outstanding defects with repairing technician. Rectify outstanding repairs and action as required.
3.21 - Transfer job pack through to service reception for customer collection. (cash invoices to be prepared in advance of customer arrival/vehicle delivery).

4. Handover

4.1 - Customer update upon completion The customer is to be notified that the vehicle is finished irrespective of the pickup date (per SMS, email or telephone).
4.2 - Customer update upon completion Retain job pack at service reception for handover of completed work to customer.
4.3 - Handover The service advisor is to discuss the vehicle handover as per any special agreement (e.g. late collection) with the customer on the telephone. Advise required staff of this agreement made with customer. Where C&D, take payment and agreed time and location.
4.5 - Handover Upon customer arrival, provide a full and detailed description of repairs carried out and advisory items and parts ordered requiring a re-booking. Agree and schedule future work requirements via DMS.
4.6 - Handover Obtain customers payment method (cash), record transaction on invoice. Hand job pack back to Costing for final completion.
4.7 - Future work requirement - Parts Ordered/In stock Job pack to be passed to CC for invoicing and returned to SA. Customer to be contacted when part arrived at dealer. All required information to be held in “parts on order/parts in stock awaiting rebook" file. Customer contact to be recorded on job pack.
4.8 - Future work requirement - Parts Ordered/In stock Conclude discussion, thank customer and advise them they will be receiving a follow up from the dealership.

5. Invoice

5.1 - Invoice preparation Check whether... - all defined scope of work have been performed - the time used for all works was recorded in a structured form - all parts have been completely and correctly used - all third-party and other services have been completely and correct
5.2 - Check workshop order and related documentation for completeness and quality (e.g.: test documents, test lists, operating steps, times (basic/group times), lubricants).
5.3 - Document reasons for unfinished work (e.g. unauthorized order supplements/extension, delays due to missing parts, no findings/lack of remedy, etc.)
5.4 - Invoice preparation Check whether ... - cost percentages for customer and other invoice recipients have been correctly apportioned (warranty, goodwill, ESKULAB, insurance, service agreement) - work allocated to third party service providers has been settled - cost estimates
5.5 - Confirm mileage, Update next due date of service/MOT/Inspection on DMS.
5.6 - Return job pack to SA for final order number updates and vehicles with parts on order/to be re-booked.