Presentation on theme: "Chapter 5 Vehicle, Customer, and Service Information"— Presentation transcript:
1 Chapter 5 Vehicle, Customer, and Service Information
2 Introduction (1 of 2)Vehicle and customer information from various sources provides fundamental knowledge required to conduct repairs and servicing.Properly performing maintenance and repair activities is increasingly dependent on researching and applying information.
3 Introduction (2 of 2) Vehicle information can come from: Vehicle identification platesOwner's manualsShop manualsRepair ordersService and parts programsTechnical service bulletinsInformation is available through books or manuals, software packages, or Internet.
4 Owner's Manual (1 of 4)Manufacturers supply the owner's manual with every new vehicle purchased.Usually kept in glove compartmentContains information about the vehicleInformation will vary for each manufacturer.
5 Owner's Manual (2 of 4) A typical owner's manual includes: Controls and features of vehicleProper operation, care, and maintenanceService proceduresSpecifications or technical data
6 Owner's Manual (3 of 4) A typical owner's manual includes: Overview of controls and features of the vehicleProper operation, care, and maintenanceOwner service proceduresSpecifications or technical dataDetailed elements
7 Owner's Manual (4 of 4)Layout and amount of detail vary according to manufacturer and age of vehicle.
8 Shop Manual (1 of 3)Available for most every make and model of every vehicle madeComes in two typesFactory manualsAfter-market service manualsArranged in two waysCover a range of years for a particular vehicleCover a range of vehicles for a single year
9 Shop Manual (2 of 3) Paper manuals less common Most manuals have information available online.Electronic versions are becoming popular.Typically broken into a number of sections that relate to systems within the vehicle
10 Shop Manual (3 of 3)Typically has a task description broken into steps with diagrams or picturesUsing a variety of manuals will make you familiar with finding information you are looking for.
11 Using a Shop ManualManual provides a systematic procedure and identifies special tools, safety precautions, and specifications relevant to the task.Organized according to vehicle systemsHas index for quick referencing
12 Using a Service Information Program (1 of 3) Computer applications are used to provide technical information for repair and maintenance of vehicles.
13 Using a Service Information Program (2 of 3) To obtain correct information, you will need:Vehicle identification informationDate of manufactureModelEngineVIN numberUnderstanding of type of repair or scheduled service that is being performed
14 Using a Service Information Program (3 of 3) Repair order may provide vehicle identification information or you may have to research.Mix of text and diagrams with explanationsSome may have detailed views.Links may be provided to other relevant info.Most contain help menus or training guides.
15 Technical Service Bulletins (1 of 3) Manufacturers issue technical service bulletins (TSBs) to provide information to technicians on unexpected problems, updated parts, or changes to repair procedures that may occur.
16 Technical Service Bulletins (2 of 3) Typically TSBs contain step-by-step procedures and diagrams on how to identify if there is a fault and perform any repair.
17 Technical Service Bulletins (3 of 3) At production time, manufacturers prepare service and technical information.Situations can arise when particular components or repair procedures may need additional information or changes.
18 Using TSBs (1 of 2)Access the TSBs in your shop or look up with electronic service information system.Check if a TSB has been issued for that vehicle and type of fault or repair.Familiarize yourself with the information contained in them.
19 Using TSBs (2 of 2)Compare information in TSB to that found in shop manual.Take the TSB with you to perform the repair.Perform repair following TSB where appropriate while referring to shop manual.Reference TSB and related details in appropriate area on repair order.
20 Service Campaigns and Recalls (1 of 3) Usually conducted by manufacturers when a safety issue is discovered with a vehicleCostly to manufacturers
21 Service Campaigns and Recalls (2 of 3) Mandatory recallsIdentify the problemIts causeThe vehicles affectedThe recertification requirementsRecall would be issued and advertised in media.Letters would be sent to known owners.
22 Service Campaigns and Recalls (3 of 3) Usually all costs associated with the recall are paid for by the manufacturer.
23 Using Service Campaign Information (1 of 4) Locate in your shop:Any special service messages on manufacturer's service information siteService campaigns/recalls using service information siteRecall-related vehicle/service warranty applicationsRecall/service campaign-related service interval recommendations23
24 Using Service Campaign Information (2 of 4) Get to know the type of information that is contained in:TSBsService recallsService warranty applicationsService interval recommendations
25 Using Service Campaign Information (3 of 4) Check to see if TSB has been issued for vehicle and type of repair.Perform service and repairs following:Special service messagesService campaigns/recallsVehicle/service warranty applications
26 Using Service Campaign Information (4 of 4) Perform service and repairs following:Service interval recommendationsFill in required documentation as required in your shop policies, and in appropriate area on repair order, note detail.
27 Using a Labor GuideIndicates how quickly an average technician can complete the taskHelps to determine flat rate servicing costsExperienced technicians who have performed the task many times and work efficiently can usually perform the job quicker than labor guide specifications.Tasks vary from vehicle to vehicle, so time may not be accurate.
28 Parts Program (1 of 2)Electronic version of a parts manual and is modern-day version of parts manualsAvailable via:CD/DVDA computer networkThe InternetUse these programs to identify parts and find order numbers.
29 Parts Program (2 of 2)Produced for all makes and models of vehicles and a catalogue of all parts that make up a vehicleCatalogued by systemsDiagrams are shown along with part number.Part number is a unique identifying number for that particular part.
30 Using a Parts Program (1 of 2) To identify the correct part:Know where on vehicle part is installedWhat system or subsystem it comes fromVehicle identification informationSearches can be conducted by keywords.Parts will be displayed in diagrams labeled and show individual parts in exploded view.
31 Using a Parts Program (2 of 2) Diagrams may number parts and have a key on page for reference to part numbers.Arrows may point to listed part numbers on the part.Most systems will contain help menus or training guides with examples to assist in using the software.
32 Repair OrderA form used by shops to collect information regarding a vehicle coming in for repairRepair order is used by:The technicianCustomer service staff
33 Repair Order Information (1 of 2) Detailed information on repair orderCustomer detailsVehicle make, model, and yearOdometer readingCustomer concern informationThe cause of the problem(s)The correction for the problem(s)The hours of laborThe parts used for the repair
34 Repair Order Information (2 of 2) Should include all information pertaining to customer, vehicle, and cost of repairLegal documents that can be used as evidence in the event of a lawsuitMake sure information is complete and accurate whenever filling out a repair order.Store it in an organized, safe place.Keep it on file or store electronically for required length of time.
35 Accounting (1 of 2)Account system can be set up to handle all payments related to a customer or to a company that uses your services for a number of vehicles.Record the account number and the order number.
36 Accounting (2 of 2) Total cost of the service: Labor costCost of partsTax amountsCost of gas and consumables used to service the vehicleMust have customer's authorization to carry out service
37 Service History (1 of 3)Complete list of all servicing and repairs that have been performed on a vehicleScheduled service history is often recorded in a service booklet or owner's manual.
38 Service History (2 of 3)Can provide valuable information to technicians when conducting repairsCan provide information to potential new owners of used vehiclesMost manufacturers store history performed in dealership on corporate server.
39 Service History (3 of 3) Also used when evaluating warranty claims Independent shops generally keep records of repairs they perform.It is difficult to track at multiple shops.
40 VIN and Production Date Code, and Vehicle Information Labels (1 of 3) Important because they help uniquely identify vehiclesStands for vehicle identification numberA unique serial number assigned to each vehicle produced
41 VIN and Production Date Code, and Vehicle Information Labels (2 of 3) Since 1981, VIN made up of 17 charactersUsually located on front left corner of windshieldAlso inscribed on various parts
42 VIN and Production Date Code, and Vehicle Information Labels (3 of 3) Used to check service history and ordering componentsVINs deter auto theft.Production dateOther labels are fitted to the vehicle to provide ready access to information.
43 Locating the VIN and Production Date Code (1 of 4) 17-character identification composed of letters and digitsIdentify all types of motor vehiclesOriginally defined in the International Standards Organization (ISO) Standard 3779 in 1977Revised in 1983Usually located on front left corner of windshield
44 Locating the VIN and Production Date Code (2 of 4) Also inscribed on:EngineTransmissionBoth front guardsHoodDoorsBoth bumpersBoth rear quarter panelsThe trunk or hatchback
45 Locating the VIN and Production Date Code (3 of 4) Unique worldwide and identifies:The country of manufactureManufacturer's nameDivision nameModelSince 1981, all worldwide vehicle manufacturers use this numbering system.
46 Locating the VIN and Production Date Code (4 of 4) A record is kept whenever a vehicle is registered or a registered vehicle is sold.Information accessed from this registryTitle historySalvage titleIf lemon law buyback has occurredIf vehicle has an odometer rollback
47 Decoding a VINTwo different, but essentially compatible, 17-character VIN standardsThe North American VIN systemThe ISO Standard 3779, used in most of the rest of the world
48 Using Other Vehicle Information Labels (1 of 6) Vehicle Emission Control Information (VECI) labelIdentifies engine and emission control informationLocated in engine compartment
49 Using Other Vehicle Information Labels (2 of 6) Vehicle Emission Control Information (VECI) label (cont'd)Typically includes :Engine family and displacementModel year the vehicle conforms toSpark plug part number and gapEvaporative emission system familyEmission control system schematicCertification application
50 Using Other Vehicle Information Labels (3 of 6) Vehicle Safety Certification (VSC) labelCertifies the vehicle meets Federal Motor Vehicle Safety, Bumper, and Theft Prevention Standards
51 Using Other Vehicle Information Labels (4 of 6) Vehicle Safety Certification (VSC) label (cont'd)Certifies the vehicle meets Federal Motor Vehicle Safety, Bumper, and Theft Prevention StandardsIdentifies some basic types of information about the vehicleUsually affixed to driver's side door pillar or on side of the door next to pillar
52 Using Other Vehicle Information Labels (5 of 6) Vehicle Safety Certification (VSC) label (cont'd)Typically includes the following informationMonth and year of manufactureGVWR and Gross Axle Weight Rating (GAWR)VINRecommended tire sizesRecommended tire inflation pressuresPaint and trim codes
53 Using Other Vehicle Information Labels (6 of 6) Refrigerant labelCoolant labelBelt routing label
54 3 Cs Concern Cause Correction Customer's understanding of problem Understanding the reason that there is a faultCorrectionThe procedure and parts that will be used to fix the problem
55 Summary (1 of 8)Owner's manual usually kept in glove compartment and provides information on how to operate the vehicle and basic maintenance to be performed.Manufacturers provide shop (or service) manuals for each make and model of car; provide vehicle-specific instructions on service and repair.
56 Summary (2 of 8)Service information programs allow users to access maintenance and repair information via computer.After-market repair manuals are not produced by manufacturers and provide less detailed information for specific makes and models.
57 Summary (3 of 8)Manufacturers provide technical service bulletins (TSBs) as updates to shop manuals when new problems or maintenance concerns arise for certain vehicle makes or models.If a safety issue is discovered on a certain make of vehicle, the manufacturer may issue a service campaign or recall.
58 Summary (4 of 8)Labor guides provide up-to-date information on service repair times and cost estimates.Parts programs are electronic catalogues of vehicle parts.Repair or work orders detail customer concern information to guide the service technician, as well as information on services as they are performed.
59 Summary (5 of 8)Account systems track repair costs and customer methods of payment.A vehicle's service history consists of records of all maintenance and repairs performed on the vehicle.Vehicle information numbers (VINs) are unique identifiers for each vehicle produced.
60 Summary (6 of 8)VINs are made up of 17 characters and are usually located on the front left corner of the windshield and on the engine, transmission, and other vehicle parts.VINs assist customers and technicians in tracking title history and reveal whether the vehicle has been wrecked or had repeated unsuccessful repairs for a particular fault.
61 Summary (7 of 8)The two worldwide VIN systems are the North American VIN system and ISO Standard 3779.The VIN contains information on country origin, manufacturer, make and model, body type, seat restraints, engine type, year of manufacture, assembly plant, and the order the vehicle came off the assembly line.
62 Summary (8 of 8)Manufacturers also provide vehicle information labels to provide further specifications for each model of vehicle.The 3 Cs of vehicle repair are concern, cause, and correction.
63 CreditsUnless otherwise indicated, all photographs and illustrations are under copyright of Jones & Bartlett Learning.