Automotive Preventive Maintenance and Basic Services

Learning Goals:

¦ Describe the information that should be included on a repair order.

¦ Explain how repair costs can be estimated.

¦ Explain how the vehicle and its systems can be defined by deciphering its VIN.

¦ Explain the importance of preventive maintenance, and list at least six examples of typical preventive maintenance.

¦ Understand the differences between the fluids required for preventive maintenance and know how to select the correct one for a particular vehicle.

¦ Explain how the design of a vehicle determines what preventive maintenance procedures must be followed.

Preventive services are those services performed not to correct problems but rather to prevent them. These and other basic services are covered in this section. All of these services may be performed by technicians in many different types of service facilities-dealerships, independents, and specialty shops. Regardless of what type of shop, the first thing a tech needs to worry about is the repair order.

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Automotive REPAIR ORDER 12345

DATE __/__/___

John’s SHOP

1234 Cold Street

Fairbanks, Ak 98765

(456)123-7890

Company_ Name___ Address___

City _ State ____ Zip code _ Home: () __ Work:() _ Cell: () __ Other: ( ) Customer Information Vehicle Information Year: _ Make: _Model: ____ Color: __ VIN:_ __ Engine: _ License Number: ST ___ Odometer reading:

TODAY'S DATE YOU MUST HAVE COMPLETE AND ACCURATE INFORMATION IN ORDER TO PROPERLY REPAIR THE VEHICLE! Description of Service__

THIS IS ONE OF THE MOST IMPORTANT SPACES YOU NEED TO FILL IN! EXPLAIN WHAT THE CUSTOMER WANTS AND/OR WHY THE VEHICLE HAS BEEN BROUGHT INTO THE SHOP.

Repair Estimate MAKE SURE YOU HAVE ALL OF THE CUSTOMER'S CONTACT INFORMATION!! Total Parts: ____ Total Labor: ____ Other charges: ____ Initial estimate: ____ Estimate given by:

Date Time Phone: In person Additional authorized amount: Revised estimate: ____ Authorization given by:

Date Time Phone: IN MOST STATES, YOUR ESTIMATE MUST BE WITHIN 10% OF THE FINAL BILL. TAKE YOUR TIME AND GIVE AS ACCURATE AN ESTIMATE AS YOU CAN! Services Time Price Totals Date completed ___/___/___ Tech Services 144.00 Parts 80.42 Shop supplies 10.00 Sub total 234.42 Tax 6% 14.07 Total $ 248.49 Part # Description Qty. Price Ext.Price R&R Right Front Strut 2.3 138.00 R&R Air Filter 0.1 6.00 JE8538 Strut assembly 1 73.47 73.47 RE4949 Air filter 1 6.95 6.95 XX3344z Shop supplies 1 10.00 EACH SERVICE PERFORMED STANDARD TIME FOR EACH SERVICE HOURLY LABOR RATE MULTIPLIED BY TIME THIS INFORMATION NEEDS TO BE COMPLETE FOR ACCURATE BILLING AND FOR INVENTORY MAINTENANCE.

WHAT THE CUSTOMER PAYS

+++ A completed repair order.

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REPAIR ORDERS:

A repair order (RO) is written for every vehicle brought into the shop for service. ROs may also be called service or work orders. ROs contain information about the customer, the vehicle, the customer's concern or request, an estimate of the cost for the services, and the time the services should be completed. ROs are legal documents that are used for many other purposes, such as payroll and general record keeping. Legally, an RO protects the shop and the customer.

Although every shop may enter different information onto the original RO, most ROs contain the following information:

¦ Complete customer information

¦ Complete vehicle identification

¦ The service history of the vehicle

¦ The customer's complaint

¦ The preliminary diagnosis of the problem

¦ An estimate of the amount of time required for the service

¦ An estimate of the costs of the parts involved in the service

¦ The time the services should be completed

¦ The name or other identification of the technician assigned to perform the services

¦ The actual services performed with their cost

¦ The parts replaced during the services

¦ Recommendations for future services

¦ The total cost of the services

+++ Service facilities run smoothly when there is good communications between the customer and the technician.

An RO is signed by the customer, who in doing so authorizes the service and accepts the terms noted on the RO. The customer also agrees to pay for the ser vices when they are completed. Many states require a customer signature to begin repair work and for a change in the original estimate. If a signature is not required for changes in the original estimate, all phone conversations concerning the estimate should be noted on the RO.

In most cases when a customer signs the RO, he or she acknowledges the shop's right to impose a mechanic's lien. This lien basically says that the shop may gain possession of the vehicle if the customer does not pay for the agreed-upon services and the vehicle remains at the shop for a period of 90 or more days. This clause ensures that the shop will receive some compensation for the work performed, whether or not the customer pays the bill.

After the work has been completed and the RO filed, it becomes a legal service record. Service records are kept by the shop to maintain the vehicle's service history and for legal purposes. Evidence of repairs and recommended repairs is very important for settling potential legal disputes with the vehicle's owner in the future.

Computerized Shop Management Systems:

Today, most service facilities use computerized shop management software. The information for the completion of an RO is input on the computer's keyboard. The software package also helps in the estimation of repair costs. The software also takes information from the RO and saves it in various files.

These files are used for many purposes, such as schedule reminders, bookkeeping, vehicle/owner history, and tracking employee productivity. Notes can also be added to the RO (these don’t appear on the RO). These personal notes can be used to remind the shop of commitments made to the customer, any special information about the customer and/or the vehicle, and any abnormal events that took place during the customer's last visit to the shop.

When the customer arrives at the shop, the computer can quickly recall all pertinent information about the vehicle. Typically, all the service writer needs to do is key in the vehicle's license number, the vehicle's identification number, or the owner's name. If the customer has been to the shop before, all information will be available to the service writer. Also, most shop management software relies on numerical codes to denote what services have been and will be performed.

These codes serve as shortcuts so the service writer does not need to key in the description of each service.

The codes are designated by the software company or the vehicle's manufacturer. At a dealership, these link directly to the warranty reimbursement file.

Parts Replacement:

Very often when a service is performed, parts are replaced. This appears on the RO as "R&R," which stands for "remove and replace." In a dealership, nearly all of the replacement parts are original equipment manufacturer (OEM) parts obtained through the parts department. Some replacement parts installed by a dealership and nearly all parts installed by other service facilities are from the after market. Other replacement parts may be rebuilt or remanufactured units. These are based on parts that have failed and have been rebuilt or restored to specifications. Normally, remanufactured parts are totally tested, disassembled, cleaned, and machined, and all of the weak or dysfunctional parts replaced.

If this process is completed correctly, the remanufactured part will be as reliable as an original equipment (OE) part.

Parts that are destined to be rebuilt have a value to them. Therefore, when they are replaced, the original (replaced) part has a core value and the customer is charged a "core charge." The replaced part is called a core, because it’s the basis for rebuilding. The core charge represents the value of the failed part. Core charges are built into the RO and can be negated when the shop or customer returns the core. Core charges are typical for replacement engines, trans missions, starters, generators, and brake shoes.

If the replaced part has no core value, the shop disposes of the part. However, many shops offer the part to the customer as proof that the part was removed and a new one installed. At times, the customer will insist that the part be given them. Always place the part in plastic or another container before putting it inside the vehicle. This will prevent any dirt on the part from getting on anything inside the vehicle.

Sublet Repairs:

Service facilities typically don’t perform all possible services. Often another business will be contracted to perform a service or part of the service. This is referred to as subletting. Sublet repairs are sent to shops that specialize in certain repairs, such as radiator repairs.

Often a repair, or part of the repair, is performed by another person or company outside the dealership or service facility. The cost of the subletting is added to the costs of the services performed by the service facility. Often the customer is billed slightly more than the actual cost of the sublet repair.

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When estimating the cost of a repair or service:

¦ Make sure you have the correct contact information for the customer.

¦ Make sure you have the correct information about the vehicle.

¦ Always use the correct labor and parts guide or database for that specific vehicle.

¦ Locate the exact service for that specific vehicle in the guide or database.

¦ Using the guidelines provided in the guide or database, choose the proper time allocation listed for the service.

¦ Multiply the allocated time by the shop's hourly labor rate.

¦ If any sublet repairs are anticipated, list this service as a sublet repair and add the cost to the labor costs.

¦ Using the information given in the guide or database, identify the parts that will be replaced for that service.

¦ Locate the cost of the parts in the guide or database or in the catalogs used by the shop.

• Repeat the process for all other services required or requested by the customer.

• Multiply the time allocations by the shop's hourly flat rate.

• Add all of the labor costs together; this sum is the labor estimate for those services.

• Add the cost of all the parts together; this sum is the estimate for the parts required for the services.

• Add the total labor and parts costs together. If the shop charges a standard fee for shop supplies, add it to the labor and parts total. This sum is the cost estimate to present to the customer.

+++Guidelines for estimating the cost of repairs.

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Estimating Repair Costs:

For legal reasons and to establish good customer relations, estimated repair costs must be calculated with as much accuracy as possible. The customer is protected against being charged more than the estimate given on the RO, unless he or she later authorizes a higher amount. Some states allow shops to be within 10% of the estimate, whereas others hold the shop to the amount that was estimated. +++ lists some things to follow when estimating the cost of services and repairs.

+++A vehicle identification plate.

VEHICLE IDENTIFICATION

Before any service is done to a vehicle, it’s important for you to know exactly what type of vehicle you are working on. The best way to do this is to refer to the vehicle's identification number (VIN). The VIN is given on a plate behind the lower corner of the driver's side of the windshield as well as other locations on the vehicle. The VIN is made up of seventeen characters and contains all pertinent information about the vehicle. The use of the seven teen number and letter code became mandatory beginning with 1981 vehicles and is used by all manufacturers of vehicles both domestic and foreign.

Most new vehicles have a scan code below the VIN.

Each character of a VIN has a particular purpose.

The first character identifies the country where the vehicle was manufactured; For example:

¦ 1 or 4 - U.S.A.

¦ 2 - Canada

¦ 3 - Mexico

¦ J - Japan

¦ K - Korea

¦ S - England

¦ W - Germany

The second character identifies the manufacturer; For example:

¦ A - Audi

¦ B - BMW

¦ C - Chrysler

¦ D - Mercedes Benz

¦ F - Ford

¦ G - General Motors

¦ H - Honda

¦ N - Nissan

¦ T - Toyota

The third character identifies the vehicle type or manufacturing division (passenger car, truck, bus, and so on). The fourth through eighth characters identify the features of the vehicle, such as the body style, vehicle model, and engine type.

The ninth character is used to identify the accuracy of the VIN and is a check digit. The tenth character identifies the model year; For example:

¦ S - 1995

¦ V - 1997

¦ W - 1998

¦ Y - 2000

¦ 1 - 2001

¦ 3 - 2003

¦ 5 - 2005

¦ 7 - 2007

¦ 9 - 2009

The eleventh character identifies the plant where the vehicle was assembled, and the twelfth to seventeenth characters identify the production sequence of the vehicle as it rolled off the manufacturer's assembly line.

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+++A safety inspection may include these items.

INSPECT WINDSHIELD AND OTHER GLASS FOR:

Cloudiness, distortion, or other obstruction to vision.

Cracked, scratched, or broken glass.

Window tinting.

Operation of front door glass.

INSPECT WINDSHIELD WIPER/WASHER FOR:

Operating condition.

Condition of blade.

INSPECT WINDSHIELD DEFROSTER FOR:

Operating condition.

INSPECT MIRRORS FOR:

Rigidity of mounting.

Condition of reflecting surface.

View of road to rear.

INSPECT HORN FOR:

Electrical connections, mounting, and horn button.

Emits a sound audible for a minimum of 200 feet.

INSPECT DRIVER'S SEAT FOR:

Anchorage.

Location.

Condition.

INSPECT SEAT BELTS FOR:

Condition.

INSPECT HEADLIGHTS FOR:

Approved type, aim, and output.

Condition of wiring and switch.

Operation of beam indicator.

INSPECT OTHER LIGHTS FOR:

Operation of all lamps, lens color, and condition of lens.

Aim of fog and driving lamps.

INSPECT SIGNAL DEVICE FOR:

Correct operation of indicators (visual or audible).

Illumination of all lamps, lens color, and condition of lens.

INSPECT FRONT DOORS FOR:

Handle or opening device permits the opening of the door from the outside and inside of the vehicle.

Latching system that holds door in its proper closed position.

INSPECT HOOD FOR:

Operating condition of hood latch.

INSPECT FLUIDS FOR:

Levels that are below the proper level.

INSPECT BELTS AND HOSES FOR:

Belt tension, wear, or absence.

Hose damage.

INSPECT POLLUTION CONTROL SYSTEM FOR:

Presence of emissions system-evidence that no essential parts have been removed, rendered inoperative, or disconnected.

INSPECT BATTERY FOR:

Proper anchorage.

Loose or damaged connections.

INSPECT FUEL SYSTEM FOR:

Any part that is not securely fastened.

Liquid fuel leakage.

Fuel tank filler cap for presence.

INSPECT EXHAUST SYSTEM FOR: Damaged exhaust-manifold, gaskets, pipes, mufflers, connections, etc.

Leakage of gases at any point from motor to point discharged from system.

INSPECT STEERING AND SUSPENSION FOR: Play in steering wheel.

Wear in bushings, kingpins, ball joints, wheel bearings, tie-rod ends.

Looseness of gear box on frame, condition of drag link, and steering arm.

Wheel alignment and axle alignment.

Broken spring leaves and worn shackles.

Shock absorbers.

Broken frame.

Broken or missing engine mounts.

Lift blocks.

INSPECT FLOOR PAN FOR: Holes that allow exhaust gases to enter occupant compartment.

Conditions that create a hazard to the occupants.

INSPECT BRAKES FOR:

Worn, damaged, or missing parts.

Worn, contaminated, or defective linings or drums.

Leaks in system and proper fluid level.

Worn, contaminated, or defective disc pads or discs.

Excessive pedal play.

INSPECT PARKING BRAKE FOR: Proper adjustment.

INSPECT TIRES, WHEELS, AND RIMS FOR: Proper inflation.

Loose or missing lug nuts.

Condition of tires, including tread depth.

Mixing radials and bias ply tires.

Wheels that are cracked or damaged so as to cause unsafe operation.

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PREVENTIVE MAINTENANCE

Preventive maintenance (PM) involves performing certain services to a vehicle on a regularly scheduled basis before there is any sign of trouble. Regular inspection and routine maintenance can prevent major breakdowns and expensive repairs. It also keeps cars and trucks running efficiently and safely.

A recent survey of 2,375 vehicles conducted during National Car Care Month found that more than 90% of the cars looked at needed some form of service. The cars were inspected for exhaust emissions, fluid levels, tire pressure, and other safety features. The results indicated that 34% of the cars had restricted air filters; 27% had worn belts; 25% had clogged PCV filters; 14% had worn hoses; and 20% had bad batteries, battery cables, or terminals.

During the fluid and cooling system inspection, 39% failed due to bad or contaminated transmission or power steering fluid, 36% had worn-out or dirty engine oil, 28% had inadequate cooling system protection, and 8% had a faulty radiator cap.

In the safety category, 50% failed due to worn or improperly inflated tires, 32% had inoperative headlights or brake lights, and 14% had worn wipers.

A typical PM schedule recommends particular service at mileage or time intervals. Driving habits and conditions should also be used to determine the frequency of PM service intervals. For example, vehicles that frequently are driven for short distances in city traffic may require more frequent oil changes due to the more rapid accumulation of condensation and unburned fuel in the oil. Most manufacturers also specify more frequent service intervals for vehicles that are used to tow a trailer or those that operate in extremely dusty or unusual conditions.

Safety Inspections:

Several states and provinces require annual or biennial vehicle safety inspections. The intent of these inspections is to improve road safety. Research shows that states with annual safety inspection programs have 20% fewer accidents than states without safety inspections. These inspections consist of a series of safety-related checks of various systems and areas of a vehicle. For example, some common checks are shown in +++5. The exact systems and subsystems that are inspected vary.

The inspections are part of the vehicle registration process. Often automobile dealers are required to complete a safety inspection on all used vehicles before they are sold and report the results to the customer.

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