Q AT 690 Chapter 5 Notes (57 pts) 1. The central communication tool that guides and directs the actions of all of those involved in the repair process is known as the _________________ ________________. 2. The repair order is also a _________________ agreement between the shop and the customer. 3. In some shops the repair order may be a _____________________ paper document in others it is a _______________________-generated document. 4. Regardless of the look of the repair order the information needed for the repair transaction is ____________________________ across the nation. 5. Additional information may be added to the repair order to meet ____________________ or ______________ requirements. 6. Because the repair order is a legal document it is essential that it be ______________________ and _________________________ completed. 7. What are the four required sections of the repair order? (4pts) 8. What is one of the most important parts of the customer section and how should you point it out? 9. What is the most critical piece of information in the vehicle information section? 10. Why is the date/delivery mileage important part of the vehicle information section? 11. Which section of the vehicle information section is often missing or neglected? 12. _____________________ and _______________________ recoding of the required information is essential to assure proper tracking of all parts used in a repair along with their cost and selling price. 13. The repairs section is the ____________ of the repair order document. 14. The repairs section includes two major sources of information. What are they? 15. The most important section on the repair order is the ___________________ and _______________________ section. 16. Completion of the customer signature and approvals is the ______________ action taken before the shop can begin the repair process. 17. By law the service advisor is required to _________________ the repair order document with the customer. 18. In addition to the customer agreeing on the repair request being accurate they must also __________________ the initial repair or diagnosis estimate provided by the shop. 19. During the repair if additional items are found the customer must identify how they choose to be ____________ on these additional items before the repairs begin. 20. In most areas the law requires that the customer receives all legal _____________________ that they sign. 21. The ______________________ section is the last section of the repair order to be completed. 22. In addition to the parts and labor charged for the repair the shop needs to account for any _________________________ services they have performed on behalf of the customer. 23. What are some 3 examples of outside services? (3pts) 24. ________________ supplies and _____________________ charges are commonly added to the repair charges. 25. The repair process is a complex system of people and resources dedicated to a common task of fixing the vehicle right the ________________ time, _________ time within the approved ___________________. 26. The ________________________ schedule is a valuable tool to the advisor to make sure they have enough work scheduled to keep the shop and all the technicians busy and productive. 27. The appointment schedule is either in paper form or pc based and allows the advisor to schedule appointments _______ to _______ days in advanced. 28. The appointment schedule helps the advisor with information to prevent scheduling ____________ work than the shop can handle 29. This schedule also provides management information about the shops ability to keep up with _______________________ demands. 30. The shop manager may need to consider _____________________ hours or adding _______________________if the shop is consistently scheduling appointments a week or more in advance. 31. What document provides an overview of all of the vehicles that are in the shop on a given day 32. The repair order log not only shows the ______________________ for the day but also the ______________ ins. 33. The repair order log provides a ready resource for service advisors to _______________ all of the vehicles for the customers they working with at any given time. 34. The ________________ _______________ __________________ log is used to log the repair order and assign work to the technicians. 35. The repair order log and the daily work log may be combined in _________________ shops. 36. In larger shops the daily work control log acts as a way to __________________ all of the information from all of the advisors to get a ___________ _________________ view of the needs and demands for the entire shop. 37. The daily work control log is an essential tool to the _______________________ to rely upon to make proper decisions on what jobs to ________________, to which _____________________, and in what __________________. 38. The daily work control log does not include vehicle and customer information and is intended to be a ______________________ of what information is needed to make repair decisions. 39. The working document that the dispatcher creates from the information on the daily work control log is the ___________ _____________________ worksheet. 40. The work distribution worksheet provides a ____________ of how the dispatcher has planned the work and a record of how the actual _____________ of vehicles and repairs occurs. 41. Without the ability to plan the day’s activities and to make good decisions when things don’t go as planned the shop would become chaos and shop ____________________ and customer ________________________ would seriously suffer. 42. Repair is not an exact ___________________. The shop cannot anticipate which customers will decide to _____________, which technicians will be off ___________ or injured, or which cars will be _________________ in overnight or left _____________________ from the day before. 43. A shop not only needs to have technicians who are ________________ to perform all of the repair areas their business services they need to have more technicians ___________________ to do the types of work they do most often. 44. The _______________ ____________________ worksheet is a tool that helps the manager to clearly understand the technical capacity of the shop. 45. Completing the shop capacity worksheet helps management to identify the _________________ and _________________________ skills of each of their employees. 46. The shop capacity worksheet can be a valuable planning tool for management. What are two things management can do if customer demand consistently exceeds the shops capacity for work in a particular are? (2pts) 47. Adjusting shop capacity worksheet to meet customer demand will help to improve overall shop _______________________ and _______________________ while assuring higher levels of customer satisfaction. 48. The report that provides a daily recap of technician productivity is known as the ________________ _____________________ and _________________________ report. 49. In order to get the most out of the shop and its personnel a manager needs to set ___________ but ______________________ goals. 50. It is important for a manager to set individual ______________ to for each technician and for the shop. 51. This tool helps management to identify ___________________ areas and take appropriate action to maintain and improve shop productivity.