ࡱ>  mbjbj .rrw'''''(((8:((()))))*.*+>+ $Y'J+**J+J+''))4$.$.$.J+F')')$.J+$.$.h)Dv+Nrי0Af,Ahh>A'J+J+$.J+J+J+J+J+B-J+J+J+J+J+J+J+AJ+J+J+J+J+J+J+J+J+ &: Chapter 5 Vehicle, Customer, and Service Information NATEF Tasks Required Supplemental Tasks Preparing Vehicle for Service Identify information needed and the service requested on a repair order. (pp 8485) Complete work order to include customer information, vehicle identifying information, customer concern, related service history, cause, and correction. (pp 8485) Review vehicle service history. (p 86) Demonstrate use of the three Cs (concern, cause, and correction). (p 90) Knowledge Objectives Describe the purpose and use of owners manuals and shop manuals/service information. (pp 7681) Explain how TSBs, service campaigns, and recall information are used. (pp 8182) Describe the purpose and use of labor guides. (pp 8284) Identify the purpose and use of a parts program. (pp 8384) Describe the information and its use within a repair/work order. (p 8485) Describe the purpose and use of service history. (p 86) Explain the purpose and application of VINs. (pp 8788) Explain how the 3 Cs are applied in repairing and servicing vehicles. (p 90) Skills Objectives Use an owners manual to obtain vehicle information. (p 77) Use a shop/repair manual while conducting a service or repair. (pp 7879) Use a service information program while conducting a service or repair. (pp 8081) Use a labor guide to estimate the cost or charge of conducting a service or repair. (p 83) Use a parts program to identify and order the correct replacement parts for a service or repair. (p 84) Use a repair/work order to identify the information needed and the service requested. (p 85) Use service history in the repair and service of vehicles. (p 86) Use VINs when repairing and servicing vehicles. (pp 8788) Decode a North American VIN. (p 88) Apply the 3 Cs when repairing and servicing vehicles. (p 90) Readings and Preparation Review all instructional materials, including Chapter 5 of Fundamentals of Automotive Maintenance and Light Repair and all related presentation support materials. Support Materials Lecture PowerPoint presentation Skill Drill PowerPoint presentations Image Bank Testbank Pre-Lecture You are the Automotive Technician You are the Automotive Technician is a progressive case study that encourages critical-thinking skills. Instructor Directions Direct students to read the You are the Automotive Technician scenario found at the beginning of Chapter 5. You may wish to assign students to a partner or a group. Direct them to review the discussion questions at the end of the scenario and prepare a response to each question. Facilitate a class dialogue centered on the discussion questions. You may also use this as an individual activity and ask students to turn in their comments on a separate piece of paper. Lecture I. Introduction A. Over the past 100 years, motor vehicles have become increasingly comfortable ad reliable through improved manufacturing processes. 1. Increased complexity to meet safety, emission and fuel consumption standards a. Leads to need for complete and accurate maintenance information B. Vehicle and customer information from various sources provides the fundamental knowledge required to conduct repairs and servicing. 1. The ability to properly perform maintenance and repair activities is increasingly dependant on the technicians ability to research and apply technical information. 2. Vehicle information can come from various sources a. Vehicle identification plates b. Owners manuals c. Shop manuals d. Repair orders e. Service and parts programs f. Technical service bulletins 3. Information is available through books or manuals, software packages, or the Internet. 4. You must know how to research and apply this information correctly. II. Owners Manual A. Manufacturers supply a vehicle owners manual, and it comes with every new vehicle purchased. 1. Usually kept in the glove compartment of a vehicle a. Secondhand vehicles may or may not have the manual (previous owner may have removed from vehicle). 2. The owners manual contains information about the vehicle. a. It is a valuable source of information primarily for the owner, but technicians may refer to it for information on system operation, like how to pair a phone to the Bluetooth audio system. 3. Information in a manual will vary for each manufacturer. a. In general, it will contain basic information on the safe operation and specifications of the vehicle. 4. A typical owners manual includes: a. An overview of the controls and features of the vehicle b The proper operation, care, and maintenance of the vehicle c. Owner service procedures d. Specifications or technical data e. Details related to: i. Vehicle security PIN codes ii. Warranty and service information iii. Fuel, lubricant, and coolant capacities iv. Tire changing specifications v. Jacking and towing information vi. List of service facilities 5. The layout and amount of detail will vary according to the manufacturer and age of the vehicle. B. Using an Owners Manual 1. Refer to Skill Drill 5-1. III. Shop Manual A. Shop or service manuals are available for just about every make and model of every vehicle made. 1. Come in two types: a. Factory manuals i. Produced by vehicle manufacturers ii. Specify the procedures to maintain, repair, and diagnose their vehicles iii. Usually specific to one year and make of vehicle (e.g., 2012 Ford Expedition) b. After-market service manuals i. Published by independent companies for the same purpose ii. Usually not as detailed as factory manuals iii. May not cover topics such as trim or entertainment systems iv. Arranged in two ways: (a) Cover a range of years for a particular vehicle (e.g., 20052010 Ford Mustang) (b) Cover a range of vehicles for a single year (e.g., 2011 General Motors vehicles) 2. Paper manuals have become less common over the years. a. Less expensive electronic versions that are installed on computers are available. b. Most manufacturers and providers of shop manuals have made the information available online. i. Usually provided through a daily, monthly, or yearly subscription c. Electronic versions are becoming popular. i. They allow shops to access the information without having to pay for and store large numbers of manuals. ii. Easier for the publisher to update information when changes or corrections are needed 3. Typical shop manuals will be broken into a number of sections that relate to systems within the vehicle. a. Sections are further divided into topics or subject areas. b. Typical shop manuals will have a task description broken into steps with diagrams or pictures to aid the technician. 4. Manufacturers service manuals (and related web site) arrange the content in their own way. a. Using a variety of manuals (web sites) will help you become familiar with finding the information you are looking for. B. Using a shop manual 1. Information found in shop manuals provides a systematic procedure and identifies special tools, safety precautions, and specifications relevant to the task. 2. Manuals are organized according to vehicle systems. a. Have indexes for quick referencing i. Knowing that a water pump is part of the cooling system and that the cooling system is part of the engine system will help you locate specific information. 3. Refer to Skill Drill 5-2. C. Using a service information program 1. Service information programs are computer applications used to provide technical information for the repair and maintenance of vehicles. 2. To obtain the correct information, you will need: a. Vehicle identification information: i. Date of manufacture ii. Model iii. Engine iv. VIN number b. You will also need an understanding of the type of repair or scheduled service that is being performed. 3. The repair order may provide vehicle identification information or you may have to research the information. 4. Information can usually be obtained by searching for the vehicle and then selecting from the list of systems, followed by subsystems. a. A keyword search may also be available. i. Using a generic word may return a very large list. ii. Enter specific criteria. 5. Information will be displayed on pages that will have a mixture of text and diagrams with explanations. a. Some diagrams may have detailed views so you can see how parts fit together. b. Links may be provided to other relevant information such as a schematic diagram. 6. Most systems will contain help menus or training guides. 7. Refer to Skill Drill 5-3. IV. Technical Service Bulletins A. Manufacturers issue technical service bulletins (TSBs) to provide information to technicians on unexpected problems, updated parts, or changes to repair procedures that may occur with a particular vehicle system, part, or component. 1. A typical TSB contains step-by-step procedures and diagrams on how to identify if there is a fault and perform an effective repair. 2. At production time, manufacturers prepare service and technical information. a. Try to anticipate the information the technicians will require to undertake service and repairs. b. Situations can arise when particular components or repair procedures may need additional information or changes. i. A manufacturer would issue a service bulletin explaining the problem and the changes to the current procedure performed. B. Using TSBs 1. Access the TSBs in your shops service information area or look them up using the electronic service information system. 2. Before working on a vehicle, check if a TSB has been issued for that vehicle and type of fault or repair. 3. Prior to performing repairs, review the TSB to familiarize yourself with the information and related repair steps. 4. Compare the information in the TSB to that found in the shop manual. 5. Take the TSB with you to perform the repair. 6. Perform the repair following the TSB where appropriate while also referring to the shop manual. 7. If required by your shop, reference the TSB and related details in the appropriate area on the repair order. V. Service Campaigns and Recalls A. Manufacturers usually conduct service campaigns and recalls when a safety issue is discovered with a particular vehicle. 1. Recalls are costly to manufacturers because they can require the repair of an entire model or production run of vehicles. a. This could potentially involve many thousands of vehicles. 2. Depending on the nature of the problem: a. Recalls can be mandatory and enforced by law. b. Manufacturers may choose to voluntarily conduct a recall to ensure the safe operation of the vehicle or minimize damage to their business and product image. 3. Mandatory recalls a. An example is a fault with an airbag system that results in the airbag not deploying or deploying when it should not. b. The manufacturer would need to identify: i. The problem ii. Its cause iii. The vehicles affected iv. The recertification requirements c. A recall would be issued and may be advertised in popular media. d. Letters would be sent to known owners indicating that vehicles should be returned for repair. 4. Usually all costs associated with the recall are paid for by the manufacturer. B. Using service campaign information 1. Follow these guidelines to utilize service campaigns or recall information. a. Locate in your shop: i. Any special service messages broadcast on the manufacturers service information site ii. Service campaigns/recalls using the service information site iii. Recall-related vehicle/service warranty applications iv. Recall/service campaign-related service interval recommendations b. Get to know the type of information that is contained in: i. TSBs ii. Service recalls iii. Service warranty applications iv. Service interval recommendations c. Understand how this information can be useful in daily tasks. 2. When working on a vehicle: a. Check to see if a TSB has been issued for that vehicle and type of repair. 3. Perform service and repairs following: a. Special service messages b. Service campaigns/recalls i. A vehicle in for service with an open recall requires that the customer be informed of the recall. ii. The customer must authorize any recall/campaign repair work. It is usually illegal to perform any service work without customer authorization, including a recall. c. Vehicle/service warranty applications d. Service interval recommendations 4. Fill in the required documentation as required in your shop policies, and in the appropriate area on the repair order, note the detail of: a. Special service messages b. Service campaigns/recalls i. Note any open recalls on the RO and inform your service advisor. ii. Document recall/service campaign repair work on the RO. iii. Document if the customer does not authorize the recall/campaign work to be done at this time on the RO. c. Vehicle/service warranty applications d. Service interval recommendations C. Labor guides 1. List how much time will be involved in performing a standard or warranty-related service or repair. a. Flat rate servicing costs are usually derived from labor guide. b. Labor guides are now frequently available online, via subscription. D. Using a labor guide 1. The labor guide indicates how quickly an average technician can complete the task. a. Experienced technicians who have performed the task many times and work efficiently can usually perform the job quicker than labor guide specifications. b. Tasks vary from vehicle to vehicle, so time may not be accurate. 2. Refer to Skill Drill 5-4. VI. Parts Program A. Parts programs are an electronic version of a parts manual and are the modern-day versions of parts manuals. 1. They are available via: a. CD/DVD b. A computer network c. The Internet 2. Technicians and parts specialists, the people working at the parts counter, use these programs to identify parts and find order numbers. 3. Parts manuals are produced for all makes and models of vehicles and are essentially a catalogue of all the parts that make up a vehicle. 4. Parts are catalogued by systems. a. Brake b. Engine c. Transmission 5. Diagrams of each part are shown along with part number. a. The part number is a unique identifying number for that particular part. B. Using a parts program 1. A parts program is a computer application used to identify part numbers for vehicle components. a. Part numbers need to be identified so correct replacement components can be ordered to replace faulty parts. 2. To identify the correct part: a. Know where on the vehicle the part is installed. b. Know what system or subsystem it comes from. c. Know vehicle identification information. i. Date of manufacture ii. Model iii. Engine and VIN numbers d. Searches can be conducted by keywords. i. Narrow with specific criteria (i.e., disc brake) 3. Parts will be displayed in diagrams that are labeled and show individual parts in exploded view. a. Diagrams may number the parts and have a key on the page for reference to part numbers. b. Arrows may point to listed part numbers on the page. c. Most systems will contain help menus or training guides with examples to assist you in using the software. 4. Refer to Skill Drill 5-5. VII. Repair Order Information A. A repair order, or work order, is a form used by shops to collect information regarding a vehicle coming in for repair. 1. Initial information for a repair order includes: a. Customer and vehicle details b. A brief description of the customers complaint(s) 2. The repair order is used by: a. The technician to guide him or her to the customer concern b. Customer service staff to create the invoice when the work is complete 3. Detailed information that will be on the repair order includes: a. Customer details b. Vehicle make, model, and year c. The odometer reading d. The date e. Customer concern information f. The cause of the problem(s) g. The correction for the problem(s) h. The hours of labor i. The parts used for the repair 4. The repair order should always include all of the information pertaining to the customer, vehicle, and cost of repair. 5. Repair orders are legal documents that can be used as evidence in the event of a lawsuit. a. Make sure information is complete and accurate whenever filling out a repair order. b. Store it in an organized, safe place. c. Keep it on file/or electronically store it for the required length of time. 6. Refer to Skill Drill 5-6. B. Accounting 1. The accounting section contains information about the methods of payment. 2. An 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. 3. When a vehicle on an account system comes in, record the account number and the order number. 4. To work out the total cost of the service, you need to know: a. The labor cost b. The cost of parts c. The tax amounts d. The cost of gas and consumables you used to service the vehicle 5. You need to have the customers authorization to carry out the service. a. You must receive the customers approval when making any changes to this service invoice or work order after authorization. VIII. Service History A. Service history is a complete list of all the servicing and repairs that have been performed on a vehicle. 1. The scheduled service history is often recorded in a service booklet or owners manual that is kept in the glove compartment. 2. Service history can provide valuable information to technicians when conducting repairs. a. It can also provide potential new owners of used vehicles an indication of how well the vehicle was maintained. i. Regular service history is a good indication that all of the vehicles systems have been well maintained, and the vehicle will often be worth more during resale. 3. Most manufacturers store all service history performed in their dealership (based on VIN) on a corporate server accessible from any of their dealerships. a. Vehicle service history will also be used when it comes to evaluating warranty claims. i. A vehicle that does not have a complete service history may not be eligible for warranty claims. 4. Independent shops generally keep records of repairs they perform. a. Repair history is difficult to track if the vehicle is repaired at multiple shops. 5. Refer to Skill Drill 5-7. IX. VIN and Production Date Code, and Vehicle Information Labels A. Vehicle information labels have become very important because they help to uniquely identify the vehicle. 1. VIN stands for vehicle identification number. a. It is a unique serial number that is assigned to each vehicle produced; no two vehicles have the same VIN. b. Since 1981, the VIN has been made up of 17 characters. c. Usually located on the front left corner of the windshield; it is also inscribed on various vehicle parts. d. VINs can be used to check the service history and for ordering components. e. VINs deter auto theft because they provide an easy way of uniquely identifying and tracing the vehicle and its major parts. 2. The production date is the date of manufacture by year and month. 3. Other information labels are fitted to the vehicle to provide ready access to information. a. Tire inflation pressure b. Vehicle weight c. Load-carrying capacity B. Locating the VIN and production date code 1. The VIN is a 17-character identification composed of letters and digits. 2. The VIN is designed to identify motor vehicles of all kinds. a. Cars b. Trucks c. Buses d. Motorcycles 3. VIN was originally defined in the International Standards Organization (ISO) Standard 3779 in 1977; it was revised in 1983. 4. The VIN is usually located on the front left corner of the windshield. a. Also inscribed on: i. The engine ii. The transmission iii. Both front guards iv. The hood v. The doors vi. Both bumpers vii. Both rear quarter panels viii. The trunk or hatchback 5. The VIN is unique worldwide and identifies: a. Country of manufacture b. Manufacturers name c. Division name d. Model e. Other important information 6. Since 1981, all worldwide vehicle manufacturers use this numbering system. 7. A record of the VIN is kept whenever a vehicle is registered or a registered vehicle is sold. a. Information can be accessed from this registry. i. Title history can tell you who has owned the vehicle ii. Salvage title tells if the vehicle has been wrecked and suffered irreparable damage iii. Can tell if a lemon law buyback has occurred (a) Lemon law exists in some states to protect consumers from purchasing vehicles that have undergone several unsuccessful attempts to repair the same fault or from purchasing vehicles in which repair of the defects has caused the vehicle to be out of service for an extended time. iv. Can indicate if the vehicle has had an odometer rollback (evidence of odometer tampering) 8. Refer to Skill Drill 5-8. C. Decoding a VIN 1. There are two different, but essentially compatible, 17-character VIN standards. a. The North American VIN system b. The ISO Standard 3779, which is used in most of the rest of the world 2. Refer to Skill Drill 5-9. X. Using Other Vehicle Information Labels A. Vehicle Emission Control Information (VECI) label 1. Technicians use the VECI label to identify engine and emission control information for the vehicle. 2. Usually located in the engine compartment on either the hood, strut tower, or radiator support 3. Typically includes the following information: a. Engine family and displacement b. Model year the vehicle conforms to c. Spark plug part number and gap d. Evaporative emission system family e. Emission control system schematic f. Certification application B. Vehicle Safety Certification (VSC) label 1. The VSC label certifies that the vehicle meets the Federal Motor Vehicle Safety, Bumper, and Theft Prevention Standards in effect at the time of manufacture. 2. Used by technicians to identify some basic types of information about the vehicle 3. Usually affixed to the drivers side door pillar or on the side of the door next to the pillar 4. Typically includes the following information: a. Month and year of manufacture b. GVWR and Gross Axle Weight Rating (GAWR) c. VIN d. Recommended tire sizes e. Recommended tire inflation pressures f. Paint and trim codes C. Other labels 1. Refrigerant label lists the type and total capacity of refrigerant that is installed in the A/C system 2. Coolant label lists the type of coolant installed in the cooling system 3. Belt routing label lists a diagram of the serpentine belt routing for the engine accessories XI. 3 Cs A. The 3 Cs are an easy way to learn the fundamental steps in conducting repairs. 1. Concern stands for the customers understanding of the vehicle problem. a. Customers experience an issue with their vehicle and attempt to communicate that with the service advisor who helps put the concerns into words that make sense. b. By understanding the actual concern, you can plan your approach to diagnosing the vehicle by testing systems and components. 2. Cause stands for understanding the reason that there is a fault. a. Understanding the cause and effect of the fault enables the technician to conduct an effective repair. i. This may require you to conduct tests or inspect various components to narrow down exactly where the fault lies, what is wrong, and what components may be faulty. b. It is important to determine the root cause of the fault. i. You must distinguish between the cause and the effect and determine the ultimate cause of the fault. 3. Correction stands for the procedure and parts that will be used to fix the problem. a. This steps occurs once the problem and faults are fully understood and the damage assessed so the correct parts can be fitted to complete a successful repair. b. To ensure a successful repair, the system should be thoroughly checked to confirm that everything is working as it should before returning the vehicle to the customer. 4. Refer to Skill Drill 5-10. XII. Summary A. The owners manual is usually kept in the glove compartment and provides information on how to operate the vehicle and basic maintenance to be performed. B. Manufacturers provide shop (or service) manuals for each make and model of car; these provide vehicle-specific instructions on service and repair. C. Service information programs allow users to access maintenance and repair information via computer. D. After-market repair manuals are not produced by manufacturers and provide less detailed information for specific makes and models. E. Manufacturers provide technical service bulletins (TSBs) as updates to shop manuals when new problems or maintenance concerns arise for certain vehicle makes or models. F. If a safety issue is discovered on a certain make of vehicle, the manufacturer may issue a service campaign or recall. G. Labor guides provide up-to-date information on service repair times and cost estimates. H. Parts programs are electronic catalogues of vehicle parts. I. Repair or work orders detail customer concern information to guide the service technician, as well as information on services as they are performed. J. Account systems track repair costs and customer methods of payment. K. A vehicles service history consists of records of all maintenance and repairs performed on the vehicle. L. Vehicle information numbers (VINs) are unique identifiers for each vehicle produced. M. 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. N. 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. O. The two worldwide VIN systems are the North American VIN system and ISO Standard 3779. P. 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. Q. Manufacturers also provide vehicle information labels to provide further specifications for each model of vehicle. R. The 3 Cs of vehicle repair are concern, cause, and correction. Post-Lecture This section contains various student-centered end-of-chapter activities designed as enhancements to the instructors presentation. As time permits, these activities may be presented in class. They are also designed to be used as homework activities. ASE-Type Questions This activity is designed to assist the student in gaining a further understanding of and familiarity with ASE-type questions. Instructor Directions 1. Direct students to read and individually answer the ASE-Type Questions located in the Wrap-up section at the end of Chapter 5. Allow approximately 10 minutes for this part of the activity. 2. Facilitate a class review and dialogue of the answers, allowing students to correct responses as may be needed. Use the quiz question answers noted below to assist in building this review. 3. You may wish to ask students to complete the activity on their own and turn in their answers on a separate piece of paper. Answers to ASE-Type Questions 1. Tech A says that the owners manual will have the oil pan drain plug torque information. Tech B says that oil pan capacity information for that specific vehicle will be in the owners manual. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: b 2. Tech A says that vehicle security PIN codes can be found in the service manual. Tech B says that vehicle security PIN codes can be found in the owners manual. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: b 3. Tech A says that paper service manuals are gone and electronic versions of the service manual are now available. Tech B says that online manuals are more current, as they can be updated periodically. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: c 4. Tech A says that service information programs are extremely helpful, as the technician can use a laptop at the repair for quick access to the procedure to perform a repair. Tech B says that service information programs allow a technician to know the labor guide and, with the support of the program, perform the task in the time allowed. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: c 5. Tech A says that TSBs are updates to the owners manual. Tech B says that TSBs are generally updated information on model changes that do not affect the technician. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: d 6. Tech A says that labor guides are necessary for the service writer to quote prices for a customer on the repair bill. Tech B says that labor guides are what the customer pays and that warranty pays more for labor using a different labor guide. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: a 7. Tech A says that locating the part number the technician needs requires computer knowledge and mechanical knowledge. Tech B says that anybody can be a parts person. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: d 8. Tech A says that the repair order is just a piece of paper telling the technician what to do. Tech B says that the repair order is a legal and binding contract between the customer and the repair facility. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: b 9. Tech A says that customer authorization for a change in the repair order after initial authorization is the responsibility of the service writer or foreman. Tech B says that changes to the repair order can be dealt with after the repair is complete, as the customer will be satisfied if more repairs are completed. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: a 10. Tech A says that the VIN number on a vehicle can help identify which engine is installed in the chassis. Tech B says that most digits in the VIN number can be an identifier for information pertinent to that vehicle. Who is correct? a. Tech A b. Tech B c. Both A and B d. Neither A nor B Answer: c Assignments A. Direct students to review all materials from this lesson and be prepared for a lesson quiz to be administered (date to be determined by instructor). B. Direct students to read the next chapter in Fundamentals of Automotive Maintenance and Light Repair as listed on your syllabus to prepare for the next class session.     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