Presentation on theme: "Chapter 5 Vehicle, Customer, and Service Information."— Presentation transcript:
Chapter 5 Vehicle, Customer, and Service Information
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.
Introduction (2 of 2) Vehicle information can come from: –Vehicle identification plates –Owner's manuals –Shop manuals –Repair orders –Service and parts programs –Technical service bulletins –Information is available through books or manuals, software packages, or Internet.
Owner's Manual (1 of 4) Manufacturers supply the owner's manual with every new vehicle purchased. –Usually kept in glove compartment Contains information about the vehicle Information will vary for each manufacturer.
Owner's Manual (2 of 4) A typical owner's manual includes: –Controls and features of vehicle –Proper operation, care, and maintenance –Service procedures –Specifications or technical data
Owner's Manual (3 of 4) A typical owner's manual includes: –Overview of controls and features of the vehicle –Proper operation, care, and maintenance –Owner service procedures –Specifications or technical data –Detailed elements
Owner's Manual (4 of 4) Layout and amount of detail vary according to manufacturer and age of vehicle.
Shop Manual (1 of 3) Available for most every make and model of every vehicle made Comes in two types –Factory manuals –After-market service manuals Arranged in two ways –Cover a range of years for a particular vehicle –Cover a range of vehicles for a single year
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
Shop Manual (3 of 3) Typically has a task description broken into steps with diagrams or pictures Using a variety of manuals will make you familiar with finding information you are looking for.
Using a Shop Manual Manual provides a systematic procedure and identifies special tools, safety precautions, and specifications relevant to the task. Organized according to vehicle systems –Has index for quick referencing
Using a Service Information Program (1 of 3) Computer applications are used to provide technical information for repair and maintenance of vehicles.
Using a Service Information Program (2 of 3) To obtain correct information, you will need: –Vehicle identification information Date of manufacture Model Engine VIN number –Understanding of type of repair or scheduled service that is being performed
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 explanations –Some may have detailed views. –Links may be provided to other relevant info. –Most contain help menus or training guides.
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.
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.
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.
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.
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.
Service Campaigns and Recalls (1 of 3) Usually conducted by manufacturers when a safety issue is discovered with a vehicle Costly to manufacturers
Service Campaigns and Recalls (2 of 3) Mandatory recalls –Identify the problem –Its cause –The vehicles affected –The recertification requirements –Recall would be issued and advertised in media. –Letters would be sent to known owners.
Service Campaigns and Recalls (3 of 3) Usually all costs associated with the recall are paid for by the manufacturer.
Using Service Campaign Information (1 of 4) Locate in your shop: –Any special service messages on manufacturer's service information site –Service campaigns/recalls using service information site –Recall-related vehicle/service warranty applications –Recall/service campaign-related service interval recommendations
Using Service Campaign Information (2 of 4) Get to know the type of information that is contained in: –TSBs –Service recalls –Service warranty applications –Service interval recommendations
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 messages –Service campaigns/recalls –Vehicle/service warranty applications
Using Service Campaign Information (4 of 4) Perform service and repairs following: –Service interval recommendations –Fill in required documentation as required in your shop policies, and in appropriate area on repair order, note detail.
Using a Labor Guide Indicates how quickly an average technician can complete the task Helps to determine flat rate servicing costs Experienced 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.
Parts Program (1 of 2) Electronic version of a parts manual and is modern-day version of parts manuals Available via: –CD/DVD –A computer network –The Internet Use these programs to identify parts and find order numbers.
Parts Program (2 of 2) Produced for all makes and models of vehicles and a catalogue of all parts that make up a vehicle Catalogued by systems Diagrams are shown along with part number. Part number is a unique identifying number for that particular part.
Using a Parts Program (1 of 2) To identify the correct part: –Know where on vehicle part is installed –What system or subsystem it comes from –Vehicle identification information –Searches can be conducted by keywords. Parts will be displayed in diagrams labeled and show individual parts in exploded view.
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.
Repair Order A form used by shops to collect information regarding a vehicle coming in for repair Repair order is used by: –The technician –Customer service staff
Repair Order Information (1 of 2) Detailed information on repair order –Customer details –Vehicle make, model, and year –Odometer reading –Customer concern information –The cause of the problem(s) –The correction for the problem(s) –The hours of labor –The parts used for the repair
Repair Order Information (2 of 2) Should include all information pertaining to customer, vehicle, and cost of repair Legal documents that can be used as evidence in the event of a lawsuit –Make 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.
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.
Accounting (2 of 2) Total cost of the service: –Labor cost –Cost of parts –Tax amounts –Cost of gas and consumables used to service the vehicle Must have customer's authorization to carry out service
Service History (1 of 3) Complete list of all servicing and repairs that have been performed on a vehicle Scheduled service history is often recorded in a service booklet or owner's manual.
Service History (2 of 3) Can provide valuable information to technicians when conducting repairs –Can provide information to potential new owners of used vehicles Most manufacturers store history performed in dealership on corporate server.
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.
VIN and Production Date Code, and Vehicle Information Labels (1 of 3) Important because they help uniquely identify vehicles Stands for vehicle identification number A unique serial number assigned to each vehicle produced
VIN and Production Date Code, and Vehicle Information Labels (2 of 3) Since 1981, VIN made up of 17 characters –Usually located on front left corner of windshield –Also inscribed on various parts
VIN and Production Date Code, and Vehicle Information Labels (3 of 3) Used to check service history and ordering components VINs deter auto theft. Production date Other labels are fitted to the vehicle to provide ready access to information.
Locating the VIN and Production Date Code (1 of 4) 17-character identification composed of letters and digits Identify all types of motor vehicles Originally defined in the International Standards Organization (ISO) Standard 3779 in 1977 –Revised in 1983 Usually located on front left corner of windshield
Locating the VIN and Production Date Code (2 of 4) Also inscribed on: –Engine –Transmission –Both front guards –Hood –Doors –Both bumpers –Both rear quarter panels –The trunk or hatchback
Locating the VIN and Production Date Code (3 of 4) Unique worldwide and identifies: –The country of manufacture –Manufacturer's name –Division name –Model Since 1981, all worldwide vehicle manufacturers use this numbering system.
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 registry –Title history –Salvage title –If lemon law buyback has occurred –If vehicle has an odometer rollback
Decoding a VIN Two different, but essentially compatible, 17-character VIN standards –The North American VIN system –The ISO Standard 3779, used in most of the rest of the world
Using Other Vehicle Information Labels (1 of 6) Vehicle Emission Control Information (VECI) label –Identifies engine and emission control information –Located in engine compartment
Using Other Vehicle Information Labels (2 of 6) Vehicle Emission Control Information (VECI) label (cont'd) –Typically includes : Engine family and displacement Model year the vehicle conforms to Spark plug part number and gap Evaporative emission system family Emission control system schematic Certification application
Using Other Vehicle Information Labels (3 of 6) Vehicle Safety Certification (VSC) label –Certifies the vehicle meets Federal Motor Vehicle Safety, Bumper, and Theft Prevention Standards
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 Standards –Identifies some basic types of information about the vehicle –Usually affixed to driver's side door pillar or on side of the door next to pillar
Using Other Vehicle Information Labels (5 of 6) Vehicle Safety Certification (VSC) label (cont'd) –Typically includes the following information Month and year of manufacture GVWR and Gross Axle Weight Rating (GAWR) VIN Recommended tire sizes Recommended tire inflation pressures Paint and trim codes
Using Other Vehicle Information Labels (6 of 6) Refrigerant label Coolant label Belt routing label
3 Cs Concern –Customer's understanding of problem Cause –Understanding the reason that there is a fault Correction –The procedure and parts that will be used to fix the problem
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.
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.
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.
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.
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.
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.
Summary (7 of 8) The two worldwide VIN systems are the North American VIN system and ISO Standard 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.
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.
Credits Unless otherwise indicated, all photographs and illustrations are under copyright of Jones & Bartlett Learning.