KNOW THE FLOW
This is the very first step in the shop workflow.
What is Customer Concern
True or False: If a customer says, “I need front brakes,” the technician should immediately write “Needs front brakes” as the concern.
What is False?
The concern should be recorded as the customer describes the problem rather than turned into a diagnosis. AUTOMOTIVE SHOP WORKFLOW
Before beginning diagnosis, this should be done around the outside of the vehicle to protect both the customer and shop.
What is document existing damage / perform a walk-around inspection?
Finish this shop rule: “Don't ______ when the information is available.”
What is guess?
This is created after the cause of the problem has been determined but before the repair begins.
What is an estimate?
This document is created after receiving the customer concern but before diagnosis begins.
What is a Work Order
This abbreviation is used for “Customer Concern.”
What is CC?
Name two examples of existing vehicle damage that should be documented.
Any two:
Dents
Scratches
Broken or missing parts
Windshield damage
Interior damage when appropriate
Name two types of service information a technician might use before or during diagnosis.
Any two:
Previous repairs
Maintenance history
Technical service information
Specifications
Wiring diagrams
Diagnostic procedures
Manufacturer procedures
An estimate tells the customer these three basic things.
What are:
What we found + what we recommend + what it will cost?
Put these three steps in the correct order:
Diagnose — Initial Inspection — Service Information/History
What is Initial Inspection → Service Information/History → Diagnose?
Name three pieces of information that should be recorded on the Work Order.
Any three of:
Customer concern
Customer information
Vehicle information
Mileage
VIN when needed
Technician/student assigned
A customer says the check-engine light is on. Before diagnosing anything, the technician should do this.
What is verify that the customer concern exists / confirm the warning light is actually on?
Put these diagnostic actions in the correct order:
Compare — Observe — Determine — Test — Measure
What is Observe → Test → Measure → Compare → Determine?
True or False: Once a technician discovers a safety problem, they are automatically allowed to repair it.
What is False?
Finding a problem does not give the shop permission to repair it.
These two steps occur immediately after diagnosis and before a Repair Order is created.
What are Write Estimate and Report Findings/Get Customer Authorization?
A customer says, “My alternator is bad because my battery keeps dying.” What should the technician treat as the actual customer concern?
Something equivalent to: The battery keeps going dead / vehicle has a battery-drain or starting concern.
Do not assume the alternator diagnosis is correct.
A customer reports a clunk when turning left. During the initial inspection, what should the technician try to determine?
Whether the technician can duplicate or verify the customer's concern.
A scan tool shows a trouble code for a cylinder misfire. According to our workflow, does that code prove which part failed?
What is No?
A trouble code is not a diagnosis
This is the event that changes a Work Order into a Repair Order.
What is customer approval/authorization of the estimate?
Starting with Customer Concern, name all 12 steps of our shop workflow in order.
Customer Concern
Work Order
Initial Inspection
Service Information / History
Diagnose
Write Estimate
Report Findings & Get Customer Authorization
Approved Estimate → Repair Order
Perform Repair
Verify / Test
Document & Close Repair Order
Return Vehicle
Explain the purpose of the Work Order in one sentence.
The Work Order documents the vehicle, customer concern, and information needed while we investigate what is wrong.
Or:
Work Order = We are investigating the vehicle.
Name four things included in our Initial Inspection.
Existing damage
Verify customer concern
Warning lights
Safety concerns
Leaks
Other obvious problems
A student sees an oily component and immediately says, “That part needs replaced.” What is wrong with the student's reasoning?
Something equivalent to: Finding a suspicious part is not automatically a diagnosis. The technician still needs evidence through inspection, testing, measurement, specifications, or diagnostic procedures.
During an authorized brake repair, the technician discovers a bad wheel bearing that was not included in the Repair Order. What four things should happen next?
What are:
STOP → DOCUMENT → REPORT → GET AUTHORIZATION