Chapter 5 PowerPoint Presentation

Chapter 5 PowerPoint Presentation

2016-08-01 21K 21 0 0

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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 a.... ID: 428498

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Presentations text content in Chapter 5

Slide1

Chapter 5

Vehicle, Customer, and

Service Information

Slide2

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.

Slide3

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.

Slide4

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.

Slide5

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

Slide6

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

Slide7

Owner's Manual (4 of 4)

Layout and amount of detail vary according to manufacturer and age of vehicle.

Slide8

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

Slide9

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

Slide10

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.

Slide11

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

Slide12

Using a Service Information Program (1 of 3)

Computer applications are used to provide technical information for repair and maintenance of vehicles.

Slide13

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

Slide14

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.

Slide15

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.

Slide16

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.

Slide17

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.

Slide18

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.

Slide19

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.

Slide20

Service Campaigns and Recalls(1 of 3)

Usually conducted by manufacturers when a safety issue is discovered with a vehicle

Costly to manufacturers

Slide21

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.

Slide22

Service Campaigns and Recalls(3 of 3)

Usually all costs associated with the recall are paid for by the manufacturer.

Slide23

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

Slide24

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

Slide25

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

Slide26

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.

Slide27

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.

Slide28

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.

Slide29

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.

Slide30

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.

Slide31

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.

Slide32

Repair Order

A form used by shops to collect information regarding a vehicle coming in for repairRepair order is used by:The technician Customer service staff

Slide33

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

Slide34

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.

Slide35

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.

Slide36

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

Slide37

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.

Slide38

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.

Slide39

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.

Slide40

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

Slide41

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

Slide42

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.

Slide43

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

Slide44

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

Slide45

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.

Slide46

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

Slide47

Decoding a VIN

Two different, but essentially compatible, 17-character VIN standardsThe North American VIN systemThe ISO Standard 3779, used in most of the rest of the world

Slide48

Using Other Vehicle Information Labels (1 of 6)

Vehicle Emission Control Information (VECI) label

Identifies engine and emission control information

Located in engine compartment

Slide49

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

Slide50

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

Slide51

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

Slide52

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

Slide53

Using Other Vehicle Information Labels (6 of 6)

Refrigerant labelCoolant labelBelt routing label

Slide54

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

Slide55

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.

Slide56

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.

Slide57

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.

Slide58

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.

Slide59

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.

Slide60

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.

Slide61

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.

Slide62

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.

Slide63

Credits

Unless otherwise indicated, all photographs and illustrations are under copyright of Jones & Bartlett Learning.

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