CARTEC AUTOMOTIVE SERVICE
Creating Order From Chaos
(SOP) STANDARD OPERATING PROCEDURE
TITLE/CODE: __Cartec 3 Oil Change Pathway____DATE:__24 Sept 2012_____
WHY? / Why am I documenting this procedure? / To ensure every car is handled the same way, Promote team work, Maximize “Speed of Service” Increase productivity, Quality control, To ensure are customers safety, To increase the life of the vehicle, to increase resale value, Maintain Warranty, to keep customers coming back, To find out if the customer is a buyer TODAY.WHO? / Who will ultimately be responsible for this procedure? / The whole staff
WHAT? / What are the key elements of this procedure? / Speed of Service
Assume nothing about the customer
Test Drive
The one thing
The PMI
The oil and filter change
HOW? / How is the procedure done? Step by Step. / · Get keys (See dispatch to tech SOP)
· Read paper work
· Install floor mat
· Test drive (see test drive SOP) Make note of warning lights NVH overall ride feel wiper operation HVAC operation.
· GS gets oil and filter ready
· Honk upon return from test drive (before entering shop)
· Pull car into bay, Unlock both front doors, pop hood (to make sure it opens)
· Service advisor will meet car in bay. He will have a clip board that contains documents printed in dispatch SOP, Camera and flash light.
· Have service advisor check lights before you exit the car.
· Reset oil change reminder install new oil sticker Vacuum front floor board
· Advisor and tech will find the ONE thing for show and sell. The one thing can come from any of the inspections or in other words keep inspecting until you find the one thing. Drip tray, oil level and condition check should be completed at this time (see one thing script)
· Once the one thing is found the advisor will get the customer, at this point the tech will wait at the car if needed he will help with the one thing presentation. (only help if asked by the advisor, we don’t want to gang up on the customer)
· If the customer asks how much the advisor will follow the one thing script which includes handing the paper work to the tech and asking the tech to complete the inspection and oil service. (remember your buying your advisor time to try and complete the sale).
· If the customer says no to the one thing the advisor will still hand the paper work off and ask the tech to complete the tasks. But in this case the inspections will not be as detailed so as to complete the vehicle quickly.
· Check underhood ( Belts, Hoses, Battery, Air filter, System leaks, Fluid levels and condition) Check oil weight against underhood sticker
· Mid-rise Shake down front end check steering and suspension. Inspect brakes through wheels if possible. Adjust air pressure in tires. Inspect tire condition.
· Raise vehicle Check oil pan gasket and drain plug for leaks (before changing oil to see if customer wants that repaired now) Check for any other system leaks. Check exhaust and rear suspension
· Drain oil and change filter
· Lower vehicle fill with oil and top off fluids
· Start vehicle check under car for leaks, shut off engine and final check oil level
· Inspect vehicle for cleanliness wipe off or clean any grease stains
· Back car out of Bay and park in specified area If customer is waiting back in front of bay door.. If it was a drop off back into a parking spot Remove floor mat.
· Hand completed paper work to the assigned service advisor. Hang key on front key rack located to the left of the service counter
Automotive Service Leaders – The Turnaroundtour Company
www.turnaroundtour.com
Phone - 800-233-8551 Fax - 270-782-1707