EXPRESS SERVICE

MANUAL

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C O N T E NT
PAGE
1.0 INTRODUCTION OF EXPRESS SERVICE 03-05

1.1 Introduction PG - 04

1.2 Objectives of Express Service PG - 04

1.3 Benefits of Express Service PG - 04

1.4 Express Service Process – Flow Chart PG - 05

PAGE
2.0 REQUIREMENTS OF EXPRESS SERVICE 06-12

2.1 Dedicated Manpower PG – 07 -11

2.2 Express Service Bay – Layout PG – 12 -18

2.3 Tools & Equipments PG – 19 -23

2.4 Express Service Metrics PG - 24

PAGE
3.0 WORKSHOP PLANNING OF EXPRESS SERVICE 26-31

3.1 N-1 Day Appointment PG – 27-29

3.2 N-1 Day Parts Availability PG - 30

3.3 Workshop Planning Board PG - 31

PAGE
4.0 PROCESS OF EXPRESS SERVICE 32-50

4.1 Express Service Stages with Timings PG - 33

4.2 Customer Journey in Express Lane PG – 34-35

4.3 8 Steps To Effective Advisor Walk Around PG – 36 -39

4.4 Technician SOP - In-Bay Process PG – 40-45

4.5 Car Washing PG – 46-49

4.6 Customer Feedback PG - 50

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INTRODUCTION
OF EXPRESS SERVICE
This section serves as the foundational overview of the express
service program.

It aims to offer a clear understanding of the goals and advantages

associated with the express service for both the service provider and
the customer.

• 1.1 Introduction

• 1.2 Objectives of Express Service

• 1.3 Benefits of Express Service

• 1.4 Express Service Process – Flow Chart

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 1.0 INTRODUCTION OF EXPRESS SERVICE

1.1 INTRODUCTION

With growing market, the numbers of Jeep vehicles are increasing and existing workshop capacity
is limited to meet the increasing service requirements. Hence there is a need of highly efficient and
productive process that supports the growing demand for Periodic Maintenance Services and
satisfies the ever increasing customer expectation of quick, convenient and quality service.

The “Jeep Express Service” is aimed to deliver the vehicle within 90 / 120 mins from the receipt
of vehicle at the reception which consequently increase the workshop productivity, Tech work
efficiency and of course the workshop revenues.

EXPRESS SERVICE CONCEPT WORKS MAINLY THROUGH:

• Servicing by two technicians at the same time. • Standardization of workflow.
• Using specialized equipment’s • Reduce non-productive movement
• Perform jobs simultaneously. of car in the workshop.

1.2 OBJECTIVES OF EXPRESS SERVICE

Reduce Customer waiting time

Improve Technician's
by delivering vehicle within
work Efficiency.
90/120 minutes.

Increase Bay Productivity Deliver Fast, Convenient and

& Dealer Revenues. Quality service to customer.

1.3 BENEFITS OF EXPRESS SERVICE

CUSTOMER DEALER STELLANTIS

• Express service, • Optimization of workshop; • Improve Customer

customers do not have improve vehicle flow and Satisfaction by quick
to return to the reduce parking area. delivery
dealership to collect
their vehicle. • Enhance Bay productivity
to 09 vehicles per Express
• Transparent operations; Service bay.
Customers can see what is
going on vehicle, for any • Improve Technician's work
extra repair operations Efficiency.
customers can see
themselves and give their • Offer Accessories, EW to
approval. customer while the vehicle
is being serviced

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 1.0 INTRODUCTION OF EXPRESS SERVICE

1.4 EXPRESS SERVICE PROCESS – FLOW CHART

2.2 EXPRESS SERVICE LANE

CRE hands over vehicle to

Express Service Advisor
Customer makes an Customer arrives in Is the vehicle YES who conducts RO write up
appointment Service Driveway & eligible for & Interactive Inspection.
for Express Service welcomed by CRE Express Notifies Parts Dept. of
Lane * Vehicle arrival

NO
* CRE must inform customer
that final eligibility for Express Vehicle shifted to Vehicle loaded to Express
Lane would be ascertained only Mechanical PM/GR Bays – Lane bay and 2 technician
after the MPI is completed. Service Department start MPI & Scheduled PM
operations; SA opens RO

¼ Time
Rule SM

Customer escorted to Technicians completes

Lounge & offered MPI in 1/4th time and
refreshment discusses with Express
Service

Are the Express Service Advisor Service Advisor Presents

Additional YES determines need for estimate Completed Multi-Point
Jobs eligible Additional & prepare / presents it using Inspection to Customer at
for Express Services ? RIM technique ¼ Time
Lane
YES

NO
Technician Team conduct
NO authorized repairs;
Top Wash & Cleaning
• Tech A conducts QI and drives conducted
Technician clears vehicle to wash bay
from Express Service • Tech B provides paperwork
Bay back to Express Service Advisor

Express Service Advisor

generates Performa Invoice

Vehicle shifted to
Mechanical PM/GR Bays
– Service Department
Customer’s vehicle is parked in
Repairs Express Delivery Bay
Authorized

Invoicing and Cashiering is

completed

Authorization of Additional Service Advisor conducts a One-

repairs by Customer on-One Active Service Delivery

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REQUIREMENTS
OF EXPRESS SERVICE
This section outlines key elements crucial for an efficient Express
Service Operation, covering dedicated manpower, express service
lane design, tools and equipment, safety standards, and performance
metrics.

It serves as a concise guide for establishing and maintaining a

successful Express Service program.

• 2.1 Dedicated Manpower

• 2.2 Express Service Bay – Layout
• 2.2.1 Express Service – Vehicle Reception
• 2.2.2 Express Service Bay – Planning
• 2.2.3 Inspection and Maintenance Practices
• 2.3 Tools & Equipment’s
• 2.3.1 Pre-Pulled Basket
• 2.3.2 Express Lane Safety Standards
• 2.4 Express Service Metrics

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 2.0 REQUIREMENTS OF EXPRESS SERVICE

2.1 DEDICATED MANPOWER

Following dedicated manpower will be required for the Express Service Quick Service Programme :

• Customer Relationship Executive (CRE)

• Service Advisor: 1 per ES Bay

• Technicians: 2 per ES Bay

CUSTOMER EXPRESS SERVICE EXPRESS SERVICE

RELATIONSHIP ADVISOR TECHNICIAN
EXECUTIVE (CRE)
01 PER EXPRESS SERVICE BAY 02 PER EXPRESS SERVICE BAY

• Schedules Express • Opening a Pre Job Card. • Performs Periodic

Service Appointments Maintenance Service on
• Receives customer and
the vehicle as specified in
• Circulate Express Service write service
the maintenance
appointment sheet to requirements and opens
schedule.
Service Advisor, Parts the Repair Order.
Department, Floor
• Assign job to technicians • Responsible for the
Supervisor, Washing
and monitors status. inventory of parts and
Supervisor and Security
tools and equipment in
• Ensure efficient and his assigned bay.
proper loading of
Express Service bays. • Responsible for the
• Vehicle Delivery to orderliness and
customer. cleanliness of his
assigned bays

PLEASE NOTE:
The optimal productivity of an Express Service Bay is considered to be 8 cars per day per bay.
However, if it exceeds this figure, it would be critical to have an additional Express Service bay, along
with a dedicated Service Advisor and a team of technicians.

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2.0 REQUIREMENTS OF EXPRESS SERVICE

JOB DESCRIPTION

SERVICE CRE
• Service CRE plays an active key role in Express Service
Operations. The CRE will be the one who initially
identifies vehicle eligibility for Express Service mainly on
walk-in vehicles. She is the first point of contact for the
customer to the dealership who triggers the Express
Service Operations. A warm welcome from the CRE is
vital to making a great first impression.

• Service CRE will report to Express Service Advisor.

• The key role is to support the Express Service Advisor

and ensure that a consistent, warm welcome as per

KEY RESPONSIBILITIES

• Needs to be available near to the Workshop Entrance.

• Watch for vehicles entering the driveway/parking areas.
• Check the vehicle license plate number against the Express Service booking log/welcome board.
• Lead the customer to Express Service Advisor.
• Ensure that any dedicated Parking Bay to be clearly marked out for customer.
• Ensure that the vehicle is immediately attended to by the Express Service Advisor.
• Ensure that Customer Lounge has all the amenities in working order.
• Ensure stock of Express Service Markers.
• Ensure no obstruction to the Express Service Bay

SKILLS, KNOWLEDGE & EXPERIENCE REQUIRED

• Should be Graduate with minimum one year experience in Automotive After Sales customer
handling.
• Pleasant personality and with friendly, polite and helpful attitude.
• Attentive and empathetic.
• Neat and tidy appearance.
• Well organized and able to manage time

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2.0 REQUIREMENTS OF EXPRESS SERVICE

JOB DESCRIPTION

EXPRESS SERVICE ADVISOR

• The Express Service Advisor is a dedicated Express Service
resource and is primarily accountable for all Express Service
operational aspects. He is the main contact person for any issues
related to the Express Service . Primary goals are to provide
outstanding customer service while maximizing the sales of
ethically needed parts and labor along with being responsible for
the Technician Team, upkeep of Express Service infrastructure,
Parts Tracking in the Express Service Parts storage case as well
as refurbishment of the same.

• The Express Service Advisor is a colleague, helper, coordinator,

director, and "diplomat" for all relations with customers and his
team. His feeling of responsibility should be what drives him. He
needs to be looked up as “Mini Service Manager” of Express
LaneOperations.

• In a typical workshop scenario, role of an Express Service

Advisor can be assumed by an existing Senior Service Advisor or
Service Team Leader.

• The Express Service Advisor reports to the Workshop Service

Manager.

KEY RESPONSIBILITIES

• Present ethically needed services and related parts to customers.

• Greet each customer immediately in a courteous manner.
• Identify customer requests.
• Present Multi Point Inspection results to the customers.
• Conduct Interactive Inspection of the vehicle along with the customer.
• Prepare a complete, accurate repair order in accordance with MOPAR process & obtain
customer signature on repair order.
• Conduct a detailed One-on-One Active Service delivery of each vehicle.
• Follow-up with customers to ensure customer satisfaction.
• Provide outstanding customer service in accordance with MOPAR process. • Maintain
current knowledge of all vehicle service requirements, operations, warranties,
campaigns, and in addition, Technical Service Bulletins

SKILLS, KNOWLEDGE & EXPERIENCE REQUIRED

• Excellent communication and customer relations skills.
• Strong customer service focus.
• Exceptional organizational and multi-tasking ability.
• Diploma or Graduate in Automotive Segment.
• Prior minimum 5 years overall working experience as a Service
Advisor/Senior Team Leader or Workshop Controller preferred.
• The persuasive skills along with good communication, confident
decision making should all set him apart.

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2.0 REQUIREMENTS OF EXPRESS SERVICE

JOB DESCRIPTION

EXPRESS SERVICE TECHNICIAN

• The Express Service Technician performs basic service
and light repairs on customer vehicles.

• His primary goals are efficient performance of all

service and repair related tasks as defined in dealership
processes and policies, ensuring safety for own self
and co-workers.

• The Express Service Technician reports to the Express

Service Advisor

KEY RESPONSIBILITIES

• Consistently produces a high level of service and workmanship.

• Perform Express Service and light repairs on customer vehicles, in accordance with dealer
and manufacturer standards and requirements.
• Conduct Multi Point Inspections on every vehicle to identify ethically needed parts and labor
repairs.
• Follow all required safety procedures as required by dealership and manufacturer policies.
• Keep himself updated with current vehicle service requirements, operations, warranties and
campaigns, and Technical Service Bulletins.
• Use and maintain dealership-provided tools and equipment in proper operating condition.
• Document inspection findings and service requirements clearly & accurately and
communicate them.
• Communicate proactively with associates to ensure a smooth, safe flow of work.
• Exceptional organizational and multi-tasking ability.
• Quality-check his/team’swork.
• Strong customer service focus, Work in a logical and methodical manner and have attention
to detail.

SKILLS, KNOWLEDGE & EXPERIENCE REQUIRED

• Technician A
• ITI or equivalent required.
• L2 Trained on Fiat vehicles/ 2 (min) years of floor
experience as Technician.

• Technician B
• ITI or equivalent required
• L1 Trained on Fiat vehicles/ 1 year (min) floor experience
as Technician

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2.0 REQUIREMENTS OF EXPRESS SERVICE

JOB DESCRIPTION

PARTS DEPARTMENT
Parts Department would require to provide the requisite Spare parts
to the Express Service team as per their requirement in the best
possible manner such that it saves time and that Express Service
technicians don’t have to move out of their working bay to fetch
parts for the vehicle.

It is important that the Parts Department identify’s efficiencies from

best working practices to support the Express Service Program. This
includes supporting the team with either stocking the parts in a
cabinet placed in Express Service or providing a runner for the same.

KEY RESPONSIBILITIES

• Monitor parts consumption and reorder accordingly.

• Develop effective lines of communication with the Express Service Advisor to identify pre-
picking requirements for both booked-in and walk-in customers.
• Pre-pick the parts as per communication from Express Service Advisor for appointed
customer’s arrival.
• Identify the most expedient method of supplying parts to the Service Bay.

JOB DESCRIPTION

WASHING DEPARTMENT
While customers may not fully understand the
technical intricacies of mechanical work, they deeply
appreciate the cleanliness and precision in the external
appearance of their vehicles.

The Express Service Program hinges on returning

vehicles in impeccable condition, signifying
comprehensive care and maintenance.

The quality of washing plays a pivotal role in this

process, and it is the responsibility of the washing
department to ensure the car is properly cleaned and
well-presented.

The excellence in washing quality is the last line

in repair quality and thus can never be
undermined in its importance in the whole
process chain.

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2.0 REQUIREMENTS OF EXPRESS SERVICE

2.2 EXPRESS SERVICE - LAYOUT

WHEEL
UTILITY PM/GR PM/GR PM/GR
ALIGNMENT
AREA BAYS BAYS BAYS
BAY

OUT

EXPRESS
SERVICE LAYOUT
CAR IN
WASHING
AREA
EXPRESS EXPRESS
UTILITY PM/GR PM/GR
SERVICE INSPECTION
AREA BAYS BAYS
BAY BAY

PARKING
BAYS
CUSTOMER
LOUNGE

01 Express Service Bay: 01 Bay with 02 Post lift (size - 21 x 13 ft.)

Express Service Bay size is bigger than normal mechanical bay because of movement
02 of Tools trolley and 02 technicians around the Car.

Express Service Bay should be marked as "Express Service Area" and wall should have "Quick &
03 Quality service" Board and Pin Board

The Express Service Bay needs to be clearly marked out to accommodate the following:
• 2 x Express Bay Technician Trolleys
• 2 x Tyre Rotation Trolleys
• 1 x Oil Drainer
• 1 x Waste Bin
• 1x Parts Cabinet (optional)
• 2 x Overhead suspended Compressed Airlines (one on each side of the bay)
• 1x Scissor Type Hoist OR 1x 2 Post Lift (preferably Clear Floor type)

It should be visible from customer lounge so that customers can actually see the kind of jobs that are
04 being carried out on his vehicle.

It should Facing workshop entrance for high visibility & easy vehicle movement and adjacent to
05 Parts store & Wheel Balancing Bay for less movement. Proper lighting should be available both at Front
and rear ends of the bay.

06 All the positions mentioned in image to be demarcated with white colour only.

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2.0 REQUIREMENTS OF EXPRESS SERVICE

2.2.1 EXPRESS SERVICE- VEHICLE RECEPTION

Express Service process flow for customer

CUSTOMER LOUNGE
FOR CUSTOMERS

VEHICLE RECEPTION

Capture customer
demands MPI
Service & inspection by two
technician at
Express Service Bay
Job card opening in DMS

Customer sits at lounge to

enjoy Tea/Coffee and can
see vehicle been serviced
Washing – Vacuum
Cleaning, Top Wash,
Mopping
Explanation of bill and
payment

VEHICLE DELIVERY

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2.0 REQUIREMENTS OF EXPRESS SERVICE

2.2.2 EXPRESS SERVICE BAY – PLANNING

EXPRESS SERVICE BAY - USING SCISSOR LIFT

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2.0 REQUIREMENTS OF EXPRESS SERVICE

2.2.2 EXPRESS SERVICE BAY – PLANNING

EXPRESS SERVICE BAY - USING 2 - POST LIFT

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 2.0 REQUIREMENTS OF EXPRESS SERVICE

2.2.3 INSPECTION AND MAINTENANCE PRACTICES

2.2 EXPRESS SERVICE LANE

MULTI-POINT INSPECTION (MPI)

It’s a thorough visual and measurement based inspection of vehicle’s critical systems by a
trained Technician.

An MPI is a great way to find out in case there are any issues in the vehicle that need to be
taken care of. As a matter of general scheduled maintenance, engine oil & tyre change can be
seen by a normal vehicle user but also many other things that run those critical systems in a
vehicle would remain a mystery.

By using typical colour coding (RYG or RED,YELLOW & GREEN ), a Multi-point Inspection
sheet, would enable the workshop communicate to the customer – what looks great in the
vehicle, what is starting to wear out and what needs to be replaced right away.

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 2.0 REQUIREMENTS OF EXPRESS SERVICE

2.2.3 INSPECTION AND MAINTENANCE PRACTICES

2.2 EXPRESS SERVICE LANE

¼ TIME INSPECTION RULE

Performing the Multi-Point Inspection in ¼ of the total service time affords a greater ethical sales
opportunity versus when it is about to be finished and the customer has “mentally” left the
workshop.

This avoids the inconvenience for the customer to return for recommend services and repairs, or
arming them with a “shopping list” they can take to the competition.

The illustration below demonstrates the above for a vehicle which, say, comes to a workshop
at 10:00 A.M:

10:15 A.M. 10:50 A.M.

10:00 A.M. What if we conveyed When results are 11:00 A.M.
them here? typically conveyed

The ‘Sweet Spot” The ‘Dying Zone’ The ‘Dead Zone’

SELLING OPPORTUNITY

The Science of Proper Inspection Timing - Likelihood of Customer approval to repairs on his
vehicle decreases exponentially with every second we go past ¼ of repair time. Following this rule,
one can increase the approval likelihood by almost 70%.

RIM - RELATED IMMEDIATE MAINTENANCE TECHNIQUE

The RIM technique is an effective

method of organizing the presentation
of diagnostic and inspection results to a
customer. By following the RIMTM
process, the advisor is able to present
the information in following order and (-)
prioritize it in a way that customer is
most interested in ¼ time.

(-)
Other items related to general or
This technique makes it even MAINTENANCE preventive maintenance before or
easier in case we need to work after servicing interval
back up the ladder too, the same (YELLOW Items)

may be done in reverse order.

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 2.0 REQUIREMENTS OF EXPRESS SERVICE

2.2.3 INSPECTION AND MAINTENANCE PRACTICES

2.2 EXPRESS SERVICE LANE

ORGANIZATION TECHNIQUE PRESENTATION TECHNIQUE

1. Categorize / cluster inspection results 1. Explain status of primary concern

• Related
2. Share MPI Greens
• Immediate
• Maintenance 3. Explain each category of needed service, sell
the value – Related / Immediate /
2. Total everything (bundle) Maintenance
4. State the total investment

FOR EXAMPLE
Need Related To Original Concern Total
Front Brake Pads 3800/-
Front Brake Rotors 7600/-
Brake Fluid 1500/-
Immediate Needs Total
Wiper Blades 400/-
Fan Belt 450/-
Coolant Hose 2200/-
Maintenance Needs Total
Cabin Air Filter 450/-
Spark Plugs 600/-
Parts - 1700/-
Labor - 3000/-

Total Investment - Rs 20000/-

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2.0 REQUIREMENTS OF EXPRESS SERVICE

2.3 TOOLS & EQUIPMENT’S

EXPRESS SERVICE TOOLS LIST

REQUIREMENT PER
S.NO DESCRIPTION REPRESENTATIVE IMAGE
EXPRESS SERVICE BAY

1 Air Blow Gun 2

Brake Dial Digital

2 2
Caliper 150 mm

Nipple 1/4” BSPT

3 10
Male

1/4” Drive Spinner

4 2
Handle

1/2” 6pt Flank socket

5 2
27mm

6 3/8” to 1/2” Adapter 2

24oz Ball Pein

7 2
Hammer

No 2 Phillips
8 2
Screw Driver

No 5.5 Flat Screw

9 2
Driver

3/8” Drive Spinner

10 2
Handle

36PC 3/8 6pt.flank

11 Socket and Wrench 2
Set (Metics)

4 PC Combination
12 2
Plier Set

13 Magnetic PartsTray 2

Hammering Screw
14 2
Driver

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2.0 REQUIREMENTS OF EXPRESS SERVICE

2.3 TOOLS & EQUIPMENT’S

EXPRESS SERVICE TOOLS LIST

REQUIREMENT PER
S.NO DESCRIPTION REPRESENTATIVE IMAGE
EXPRESS SERVICE BAY

Torx bit socket

15 2
(12 Pce)

Hex Driver Set

16 2
(Metric)

Wrench Oil Filter

17 2
Small 73-85mm

Wrench Oil Filter

18 2
85-95m m

Tyre Inflator with

19 2
Pressure Guage

3 / 8 ” Impact
20 2
Ratchet Wrench

3 / 8 ” 10-50 Nm
21 2
Torque Wrench

3 / 8 ” 25-135 Nm
22 2
Torque Wrench

23 Impact Wrench 1/2” 2

1/2” 6pt Flank

24 2
Impact Socket 14mm

1/2” 6pt Flank

25 2
Impact Socket 17mm

1/2” 6pt Flank

26 2
Impact Socket 19mm

Brake Pad Feeler

27 2
Gauge

28 Torque Stick Set 2

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2.0 REQUIREMENTS OF EXPRESS SERVICE

2.3 TOOLS & EQUIPMENT’S

EXPRESS SERVICE TOOLS LIST

REQUIREMENT PER
S.NO DESCRIPTION REPRESENTATIVE IMAGE
EXPRESS SERVICE BAY

Digital Clock
29 1
(Count Down Timer)

Dry Wash Facility

30 1
(Optional)

Express Lane Vehicle

Identification Cones
31 6 Nos
/ Tags / Sticky Notes
(Neon Green)

32 Tool Trolley 2 Per Express Bay

Pneumatic Brake Bleeder 1 Per Bay ( Installed in

33 With Coil Hose Express Bay Trolley )

Pneumatic Tools set:

34 Impact Wrench, Air Gun, 2 Set / ES Bay
Tyre In/Deflator Gauge

General / Mechanics I Set / ES trolley as per Hand

35 Hand Tools Set tools Annexure

Tyre Keeping / Rotation

36 Trolley
2 Per Express Bay

Parts Trolley For

37 Keeping Dismantled 01 Per Bay
Parts of Vehicle

Waste Oil Drain Trolley

With Pneumatic
38 Disposal System (Tank
01 Per ES Bay
Capacity : 50 Ltrs.)

Inspection Mirror
39 (Convex Mirror) with 01 Per ES Bay
Powder Coated Stand

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2.0 REQUIREMENTS OF EXPRESS SERVICE

2.3 TOOLS & EQUIPMENT’S

EXPRESS SERVICE TOOLS TROLLEY

The recommended Express Lane Tools Trolley comes
as standard with:

A footprint designed to be large enough for optimum

01 trolley stability yet compact enough to operate between
two post hoists if required.

Adjustable tyre arms to allow the Technician to adjust

02 them to the most comfortable working height.

An air system with two retractable airline reels, plus the

03 option of plugging two additional airlines in if required.

A fixed socket rail with both 3/ 8 ” and ½” socket clips

04 for temporary storage of sockets while required.

A tool hanger to store frequently used tools on the

05 side of the Service Trolley.

A range of drawers for storage of less frequently used

06 tools.

TYRE ROTATION TROLLEY

There is a second trolley that can be utilized for any

tyre rotation requirement, which simply means if the
tyres need to be rotated, the tyres to go on the other
side of the vehicle can be placed on the tyre rotation
trolley and the technicians simply swap trolleys.

PARTS STORAGE CABINET

In order to optimize the Express Service efficiency, it is
suggested that a dedicated parts storage cabinet be
placed in the Express Service bay. The Express Service
Advisor is responsible for upkeep, stocking and refilling
the cabinet as per the daily parts
requirement pattern of the Express Bay.

23
 2.0 REQUIREMENTS OF EXPRESS SERVICE

2.3.1 PRE-PULLED BASKET

2.2 EXPRESS SERVICE LANE

WHAT IS A PRE-PULLED BASKET?

It is a pre-arranged container or set of organized components
and tools that are selected and assembled in advance for a
specific automotive repair or maintenance task.

PARTS HANDLING @ EXPRESS LANE

1. Express Service operations are to be optimized to achieve

the minimum time taken for each activity.

2. In accordance to that, the Parts required are

recommended to the stored separately in a dedicated
Pre-Pulled Basket for the Express Service and placed
along the Express Bay.

3. This ensures that the parts are available quickly and the
technicians don’t have to leave the Express Bay to collect
the Service parts e.g. basic filters etc.

4. Alternatively, the parts may also be provided to the

Express Service by a Parts Runner.

BENEFITS OF MAINTAINING A PRE-PULLED BASKET?

This approach aims to enhance efficiency in the servicing process by ensuring that necessary
items are readily available, minimizing downtime, and allowing mechanics to focus
more on the actual service work rather than on gathering required materials.

PLEASE NOTE

Prepare a pre-pulled basket in line with the customer's N-1 appointment, ensuring it
includes all essential items. This step is crucial for streamlining the workflow, facilitating timely
and organized car servicing.

For Example:
• Engine Oil • Fuel Filter • Wind Shield Washer • Fuse
• Oil Filter • Spark Plug • Brake Pad • Disposable Cover Etc.
• Air Filter • Coolant • Drain Plug
• Cabin Filter • Brake Oil • Bulbs

This step is crucial for streamlining the workflow, facilitating

timely and organized car servicing.

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 2.0 REQUIREMENTS OF EXPRESS SERVICE

2.3.2 EXPRESS LANE SAFETY STANDARDS

2.2 EXPRESS SERVICE LANE

A safe workplace makes for a healthy and injury free workplace. It is recommended
to adhere to the following safety information to maintain a safe workplace.

01. SAFETY GOGGLES

Safety goggles are to be worn at all times when performing any
service on any vehicle. Protect your eyes from flying debris and
chemicals.

02. SHOES
Proper shoes are an important part of being able to work in this
environment every day. Slip resistant heavy duty soles are crucial. Steel toe
shoes are optional but recommended. Look for shoes that are designed well
with durable materials and provide support of your feet and ankles.

03. GLOVES

Wear gloves to protect skin from the harsh chemicals that are used in the
dealership service department. This also protects customer vehicles from
oily, greasy or grimy finger prints. Wearing gloves protects the dealership’s
reputation and your credibility as an automotive professional.

04. CALL OUTS

Call outs accomplish several goals. Each team member needs to keep in
mind that teammates cannot see each other’s hands and feet at all times.
Callouts protect both members of the team. Make each callout and respond
to each one appropriately.

05. AIR HOSES

Air hoses are a necessary tool in the business but can be a tripping and/or
falling hazard. Coil up all hoses when not in use. Also keep all hoses free
from any moving equipment and from under tyres.

06. ORGANIZED WORK AREA

A clean and organized work area is a safe work area. Please take care of any
trash, miscellaneous parts and tools throughout the work day. Floors
should be mopped with hot, soapy water and cleaned with a degreaser at
the end of every work day. Tools should be laid out in order on the work
bench and tool boxes, work bench and lifts should be wiped down daily.

25
 2.0 REQUIREMENTS OF EXPRESS SERVICE

2.4 EXPRESS
2.2 SERVICE
EXPRESS - METRICS
SERVICE LANE

SALES

Total Sales (Labour Total Sales per Parts Sales per

01 & Parts) – Daily 03 Repair Order 05 Repair Order

Express Lane
Labour sold per Appointment Sales Per Express
02 Repair Order
04 06 Service Bay
Conversion Ratio

PRODUCTIVITY

Express Lane Repair timings –

01 Repair Order Count 05 Actual vs Target

Total Repair Order closed Stage specific timing – MPI,

02 in 90/120 minutes 06 Repair; Washing.

%age of 90/120 minutes RO vs Idle time before stages –

03 Total Express Lane ROs
07 Repair, Washing, Delivery

Bay utilization – Non-Express Service Repair

04 08 Orders comparison (exception
Throughput/bay/day
report)

CUSTOMER SATISFACTION

01 Instant Feedback/PSF scores (Express Lane vs Non Express RO)

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WORKSHOP PLANNING
OF EXPRESS SERVICE

The purpose of workshop planning for Express Service is to optimize

efficiency, minimize delays, and enhance customer experiences.

Through planning, the goal is to streamline operations for quick and

high-quality service delivery.

• 3.1 N-1 Day Appointment

• 3.1.1 N-1 Day Appointment – Process Flow
• 3.1.2 Booking Process & Script

• 3.2 N-1 Day Parts Availability

• 3.3 Workshop Planning Board

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3.0 WORKSHOP PLANNING OF EXPRESS SERVICE

3.1 EXPRESS
2.2 N-1 DAY SERVICE
APPOINTMENT
LANE

Customer Relationship Executive (CRE)

will take an appointment for Express Service Vehicle
as explained below:

01 Only Free & Paid Service jobs (mileage cap @ 60000 Kms) to be considered under
Express Service (90 minutes service).

02 Service Operations as per factory recommended maintenance schedule would be followed.

03 Express Service should comprise of Multi-point Inspection along with Engine Oil, Oil
filter, Air Filter , Pollen Filter & Fuel Filter replacement (as per Service schedule).

04 For any additional Job(s) (operation item(s) in green) as per Chart (Reference Chart for
Identifying Additional Repairs/Jobs) – subject to customer’s approval.

05 Any additionally demanded jobs falling in yellow should be conveyed to be

completed in 90 minutes or more.

06 After ascertaining above points, CRE needs to take an appointment with

the customer and update appropriately in the DMS.

EXPRESS SERVICE APPOINTMENT TRACKER

Vehicle
Customer Service Appointment Type of
S.No Date Registration Model
Name Advisor Time Service
Number
1

2
3
4

5
6

8
9

10
11
12

13

14

15

28
3.0 WORKSHOP PLANNING OF EXPRESS SERVICE

3.1.1 N-1 DAY APPOINTMENT – PROCESS FLOW

Generate a list of customers for service

due Follow up KEY POINTS
• Appointment should be in staggered way
• Appointment should be booked at interval
Send SMS Reminder to customer of 50 mins

Call Customer to take Appointment

Is customer is NO Send Service due reminder

contactable (Min. letter / Email to customer
3 Attempts)

YES

Is customer is NO
Confirm customer details and Capture reasons and try
willing to give
update DMS accordingly appointment?
to convince customer

YES

Check service history & inform

customer about last service details and
promote additional recommended jobs

Confirm owner / YES Suggest proposing

NO
representative bring the car (Available) (Not Available) an alternative time
Check customer
or Pick up Facility is required preferred time for the appointment
slot

Update the next

follow up date
Eligible for YES
Explain the
Express Service? concept & benefits

NO

Confirm Customer details and Thank customer and

update DMS accordingly close the call

29
 3.0 WORKSHOP PLANNING OF EXPRESS SERVICE

3.1.2 BOOKING PROCESS & SCRIPT

2.2 EXPRESS SERVICE LANE

ACTIVITY WHAT TO DO WHAT TO SAY

01 Open the pre-order, filling in the

booking form (e-service)
“Good morning, XXXXXXXXXX dealership. Name
& Surname speaking. How may I help you? ”
Welcome

Customer “...could I please take your name so that I can

Search for personal details bring up your details on the system...? ”

02
Not a Customer “ ...could I please take some details to make an
Customer entry in the system…? ”
Identification Request and enter customer Name + Surname - Address - Contact number -
details into the system E-mail address

Customer “...could we check the information that we

hold for your vehicle... ? ”
Check the details on the vehicle
03
Vehicle Not a Customer “ ...could I please take the details of your
Identification Request and enter vehicle vehicle…? ”
details into the system

• “… How can we help you? ”

04 Identify the type of intervention

• “ … Do you require service (oil change, other
scheduled servicing…) or assistance with a
Intervention Type (Service or running repair) specific problem? ”
Identification • “ If there is a problem could you please give me
some details? ”

• “ … Firstly, what is the approximate mileage

Identify of your car…? ”
(Mileage, error of vehicle, area • “ …Which area of the vehicle has the problem
of vehicle) ? (Engine ,transmission, brakes, suspension ,
body , interior item)…? ”

05 • “ What exactly happens when the problem

occurs ?(noise, vibration, poor running,
Detail of stops/non-start, item does not operate)…? ”
Identify Symptom
Running Repair • “ …Does any warning lamp show ? What colour ?
( red or yellow), What symbol?... ”

“… Have you had a repair for this issue before?

Check Previous Repairs If so, when or what mileage?... ”

“ …I can fix an appointment for … at Customer

… or …at … Is that a good time for Response

06
you? ”
Suggest date and time, listen to the
customer's needs/requests and fix “ If you can come in the morning at
date and time of the appointment, 8:00, the first slot available would be Customer
Appointment … would that be any better? ”
Response

Planning noting it on the Booking Form

“ If you prefer, I can make an appointment
for… but a small delay is quite likely ”

Remind customer of appointment (call “ ...to confirm , the appointment is booked for …

07 the customer back if date and time

cannot be fixed immediately); advise
at … We always advise our customer to be
punctual, to minimise waiting times and enable
us to provide the very best service ” ….
Closing The Call him/her to be punctual and say goodbye “Goodbye, and thank you for contacting us ”

30
3.0 WORKSHOP PLANNING OF EXPRESS SERVICE

3.2 N-1 DAY PARTS AVAILABILITY

• Make sure are all the required parts, tools and

24h to 48h before the equipments are ready.
01 intervention, the Parts
Manager should: • Arrange the parts in the pre-pulled basket
designated with the order number for Express
Service and position it alongside the Express Bay.

For appointments of the next day not previously identified,

02 the parts are prepared according to the same principle.

• Available for technicians on a dedicated and

Depending of the set- accessible shelf of the workshop,
01 up organization, the OR
parts trays are: • Brought to technicians and arranged in a
dedicated area of their workstation.

In case of an cancelled appointment, the parts are put back in

01 stock and the picking vouchers cancelled.

31
 3.0 WORKSHOP PLANNING OF EXPRESS SERVICE

3.3 WORKSHOP PLANNING BOARD

Dealership is suggested for making Booking in staggered way for Express Service.
This activity is most crucial for EXPRESS SERVICE success at any Dealership.

• CRE's need to book cars as per bay capacity available, for every Express bay cars are
booked at interval of 50 Minutes.

• A Gap of 15 Minutes to be provided for booking cars for next bay in order to avoid jam at
washing facility.

CRE's should confirm the jobs from customers & should allocate a booking no. / Service
01 Advisor who will attend the customer for arrival.

02 CRE's should handover this list to Service Advisor one day before 4.00pm.

03 Service Advisor should call the customers one day before and confirm time/jobs from customers.

They should also emphasize the customers regarding the importance of Booking time. (I.e. They would
04 be able to provide car back within 90/120 mins if and only if customers turn up ±5 Minutes as per
appointed time.) EXPRESS SERVICE will also help easing the Jams / Blockages at dealerships as
these cars will be available only when we have capacity to handle these cars.

Note: If any customer doesn't turns up or is late, its advisable to schedule car for regular service
otherwise it may cause delay in delivery of cars coming as per stipulated time. Its advisable to keep the
bay vacant during that particular slot & confirm arrival of next customer as per appointed time

32
PROCESS
OF EXPRESS SERVICE
The purpose of the Express Service Process section is to provide clear
guidance and instructions, empowering all parties involved with the
knowledge and tools needed to deliver swift, high-quality services.

This contributes to overall customer satisfaction and operational

excellence

• 4.1 Express Service Stages with Timings

• 4.2 Customer Journey in Express Lane
• 4.3 8 Steps To Effective Advisor Walk Around
• 4.3.1 Service Advisor Walk-Around Script
• 4.3.2 Express Service Tag
• 4.3.3 Express Lane- Multipoint Inspection Sheet
• 4.4 Technician SOP - In-Bay Process
• Technician –A (RH) & Inspection Checklist
• Technician –B (LH) & Inspection Checklist
• Identifying Additional Jobs for Express Service
• 4.5 Car Washing
• 4.5.1 Car Washing Process
• 4.5.2 Washing Quality Inspection
• 4.6 Customer Feedback

33
4.0 PROCESS OF EXPRESS SERVICE

4. 1EXPRESS
2.2 EXPRESSSERVICE
SERVICELANE
STAGES WITH TIMINGS

EXPRESS SERVICE STAGES

Customer Reception + Vehicle Customer Reception +

Reception + Walk Around by Vehicle Reception + Walk 15
15 Around by Express Service
Express Service Advisor Mins Mins
Advisor

Customer Approval + Customer Approval + 30

Execution of Work Execution of Work Mins
30
( Tech A & B For service without Mins
Wheel Alignment and & Balancing )

Wheel Alignment & 30

Balancing Mins

Vehicle Cleaning + Washing 30

Mins

Vehicle Cleaning + 30
Washing Mins

Delivery & Invoicing Process 15

Mins

Delivery & Invoicing 15

Process Mins

34
4.0 PROCESS OF EXPRESS SERVICE

01
10
Greet the customer
and conduct the 02
write up Route to Express
Schedule Next
Service Bay
Appointment

09 03
Conduct a One-on – Start with 2 – Tech
One Active Service
R JOU Multi Point
Delivery
ME Inspection

O RN
CUST

EY

08 04
Generate Performa Discuss Yellow and
Close RO Red Repair
Recommendations
with Service Advisor

07 05
Complete Washing and Present Completed
Moping Operations MPI sheet with Green
/ Yellow and Red
observations

06
Perform
Authorized Repairs

Customer Service Advisor Technician Car Washing

35
 4.0 PROCESS OF EXPRESS SERVICE

2.2CUSTOMER
4.2 EXPRESS SERVICE
JOURNEYLANE
IN EXPRESS LANE

Changing oil is the easy part. Thousands of retail establishments offer a quick oil change
transaction. However, to deliver a positive customer experience the following factors of
Express Service need to be critically focused:

01. Greet the customer and conduct the write up

The customer should be greeted promptly and courteously. The Express write-up process should
take only 2-3 minutes.

02. Route to Express Service Bay

Immediately route the customer's vehicle to either the Express Bay or the Express Staging Area.
Do not leave the vehicle idling on the service drive or in the parking lot.

03. Start with 2 – Tech Multi Point Inspection

The Multipoint Inspection (MPI) is the heartbeat of Express Lane. The two-technician process ensures
both accuracy and timely service. The MPI must be completed before any service is performed.

04. Discuss Yellow and Red Repair Recommendations with Service Advisor
Technician must engage with Service Advisor to discuss potential issues (Yellow) and critical issues
(Red) repair recommendations, facilitating informed decisions about vehicle maintenance and repairs.

05. Present Completed MPI sheet with Green / Yellow and Red observations
After conducting the Multi-Point Inspection (MPI), the service advisor should present a detailed report
to the customer. Even if no additional services are needed, customers should receive a consistent
message from the advisor. This includes presenting good findings (Green) as well as potential repair
issues (Yellow/Red). The advisor should also explain the meanings of green, yellow, and red
observations to the customer.

06. Perform Authorized Repairs

Once the customer approves the recommended repairs, the team should promptly initiate all approved
Express repairs. In cases where the vehicle requires non-Express repairs, it must be relocated to the
main GR Bay.

07. Complete Washing and Moping Operations

Ensure that the vehicle is thoroughly cleaned and prepared for return to the customer. This is essential
for providing a satisfying service experience and ensuring the customer receives their vehicle in the best
possible condition.

08. Generate Performa Close RO

The repair order can be invoiced as soon as the approved work is completed, and the vehicle is
washed. This expedites the cashiering process as the service is being finalized.

09. Conduct a One-on–One Active Service Delivery

We can create a great last impression by conducting a One-on-One Active service delivery.
The customer needs to be escorted to his completed vehicle. The Service Advisor should ensure that
the customer is thanked for choosing the dealership and MOPAR Express Lane.

10. Schedule Next Appointment

After the service has been completed, and the customer's vehicle is ready for pickup, it's a good
practice to schedule the next appointment. This is important for maintaining the vehicle's health and
keeping the customer engaged with your dealership or service center.

36
 4.0 PROCESS OF EXPRESS SERVICE

4.3 8 STEPS TO EFFECTIVE ADVISOR WALK AROUND

2.2 EXPRESS SERVICE LANE

IDENTIFY CUSTOMER
FIRST IMPRESSIONS CONFIRM YOUR
NEEDS UNDERSTANDING
• Acknowledge and make Eye • Start with open ended • Restate customer’s concerns.
contact. questions. • Use layman’s language.
• Smile and be welcoming. • Use leading questions. • Ask for customer’s
• Offer a handshake. • Take notes without sacrificing concurrence.
• Introduce yourself and ask: eye contact. • Introduce the customer to the
“How may we help you • Go to the vehicle with customer. MPI process and form
today ?” • Finalize the close ended • Invite the customer to join you
questions. at vehicle (if already not there)

Record any existing body or

glass damage Upon
completion of initial write up:
START
• Check Vehicle History.
END

• Verify customer information.

• Finalize write up. 01 Open driver’s door
• Obtain customer permission to & note any valuable items inside
open glove box and trunk. the vehicle and visually inspect
the interior.

Build a rapport with

the customer
along the way as you 08 02
Sit in driver’s seat,
turn key to the ON position,
inspect the vehicle. Note the record mileage and turn steering
Technician will need to access to wheel to full lock left, to identify
the trunk to inspect the spare any obvious tyre wear.
tyre pressure (if equipped). Ask if
there are any valuables that need
to be removed.

Note - The Technician may

need access to the glove box Invite the customer to
for the inspection of the Cabin 07 accompany you
Air Filter (if equipped). Ask if 03 on the walk around, noting on
MPI any body damage on the
customer would like to remove vehicle. Assure the customer that
anything from the vehicle prior to you want to return the vehicle in
the service. Inform the customer the same condition as when it
as to what time (clock time i.e. was dropped off.
10:00 AM) the vehicle will be
ready.

Continue to record any

preexisting damage on the
Inspect
left side.
06 04 the rear tyre wear.
Note the left rear tyre
condition. Emphasize the
technician working on the
vehicle will complete a
thorough MPI inspection. 05

Inspect the rear of vehicle

For obvious damage i.e. tail lights, deck lid or
tail gate, rear bumper and rear glass. Observe
the condition of rear wiper (if equipped).

37
 4.0 PROCESS OF EXPRESS SERVICE

4.3.1 SERVICE ADVISOR WALK-AROUND SCRIPT

START
END
“ The time (utilize clock time) is
currently ____________. We
will have your vehicle
completed at (promise delivery “Welcome to (dealership name)
time) ________________. All I
need is your signature so we 01 my name is _______. How may
I help you today? “
can begin. Do you have any
other questions at this time? 08
“
Be sure to let the customer know
about available dealership
amenities and then direct them “ May I enter your vehicle to
to the 1 lounge or shuttle.
02 obtain some information
related to this visit? “

“ We will be completing your “ Your vehicle is due for its

vehicle’s maintenance 03 __________maintenance
today. That includes
08 service. Included in the service
_________ and a Multi- is the Multi-Point Inspection. I
Point Inspection.
“ will notify you of the results of
“
that inspection shortly

“
Do you have any other concerns Observe tyre condition:
regarding your vehicle?
08 04 “ During the multi-point
“ inspection, we will inspect the
tyre depth and wear of your
vehicle’s tyres, then let you
know regarding the final “
picture.
“
As part of the Multi-Point
Inspection, we will be checking
your spare tyre and cabin air filter.
We will need to access the trunk “ We want to ensure we return
and glove box. Will that be 07 05 your vehicle in the same
okay or would you like to remove condition that you brought it
anything prior to the service? in. Let’s do a quick walk around
06
“
“ your vehicle together.

Reviewing the oil change schedule.

“ I recommend __________________. It
will keep your engine cleaner than any
other leading Engine oil, and help you
improve your vehicle’s fuel economy &
also provide unsurpassed wear “
protection

38
4.0 PROCESS OF EXPRESS SERVICE

4.3.2 EXPRESS SERVICE TAG

Tag already provided, SA u
WHAT IS EXPRESS SERVICE TAG?

Express workshops utilize tags attached to the windshield or other visible sections of
the vehicle, which service advisors use upon receiving the vehicle to identify it as an
Express service.

These tags typically include information such:

01 Customer Type (Scheduled

Appointment or Walk-in)

02 Vehicle Registration Number

03 Date of Vehicle Reception

04 Promised and Actual Delivery

Dates

05 Name of the Service Advisor

Conducting the Inspection

06 Verification of other important

details like:
• Vehicle Washing
• Final Inspection
• Completed Repair Works

39
4.0 PROCESS OF EXPRESS SERVICE

4.3.3 EXPRESS LANE- MULTIPOINT INSPECTION SHEET

Technicians (A & B) are to actively complete the sheet while conducting the
Multipoint Inspection. It is imperative that they meticulously document their observations
using the colours green, yellow, and red within the specified format.

The Express Service Advisor should also take a moment to explain this sheet to the customer
to provide a clearer understanding of the necessary repair work.

Good Findings Potential Issues Critical Issues Not

Checked and OK Will need future attention Required immediate Attention Applicable

40
4.0 PROCESS OF EXPRESS SERVICE

4.4 TECHNICIAN SOP - IN-BAY PROCESS

The objective of Standard Operating Procedure (SOP) is to establish a comprehensive and

detailed guide for technicians performing in-bay services during Express Service.

The SOPs aims to ensure efficiency, maintain high-quality standards, and enhance
customer satisfaction by providing a systematic and standardized approach to the
express service process.

TECHNICIAN B
LEFT HAND SIDE

TECHNICIAN A
RIGHT HAND SIDE

While adhering to Standard Operating Procedures (SOPs), both Technician A and

B must follow the points outlined below.

If Equipped or Required - Wear Clearly label each tyre (Front RH,

01 Helmets for your safety 04 Front LH, Rear RH, Rear LH).

Conduct a final inspection following

Assess and prepare tools for rotation
02 05 the inspection sheet, addressing
/balancing if needed.
identified issues.

Both technicians (A&B) must Record all activities, including safety

03 coordinate seamlessly for efficient 06 measures, preparation, coordination,
workflow. inspection, for future reference.

41
4.0 PROCESS OF EXPRESS SERVICE

TECHNICIAN - A
IN-BAY PROCESS SOP
RIGHT HAND SIDE

STEP 12-A
STEP 1-A

1. Drive the vehicle onto Lift.

2. Starting from inside the vehicle in a clockwise direction.
3. Check & Roll down driver/passenger windows.
4. Check the handbrake, gear selector and center console
1. Lower vehicle to ground.
controls.
5. Release hood latch, trunk and fuel door. 2. Remove brake fluid reservoir and top up brake fluid to
correct level.
6. Operate lights, horn & wiper systems (Check for operational
and cleaning aspects) . (Respond to light check Call-Outs) 3. Starting from the left top up all fluids.
7. Inspect interior lights: dome, map, mirror(s), dimmer and 4. Replace Spark Plugs* ( Spark plug torque - 45) Replace
glove box Fuel Filter* ( 8nm)
8. Check the steering wheel, Accelerator, Brake and Clutch 5. Fill Engine Oil as per recommended quantity.
Pedals 6. Replace air filter.
9. Check the driver’s seat to ensure it moves freely and it’s
7. Fill out the MPI/RO sheet ***
secure
10. Operate and inspect parking brake operation; Disable auto
height control*
11. Conduct Battery test using Midtronic’s (Connected to
Battery terminals by Technician-B)
12. Conduct testing using Micro-Pod for any fault codes.

STEP 11-A
STEP 2-A

1. Move to front of vehicle and carry out under hood checks

starting from the left. 1. Refitting wheels.
2. Check the coolant, brake fluid, battery using Hydrometer 2. Lower vehicle back to comfortable height to fit wheels back.
and windscreen wash; Remove and inspect air filter, 3. Fit and tighten the wheel that came off the driver’s front
loosen oil filler cap and check v-belt ;Remove spark plugs using torque sticks.
*If petrol vehicle, Remove fuel filter *If a Diesel
4. Check and adjust tyre pressure with gauge.
3. Fit the brake fluid master reservoir (if required).
5. Fit and tighten the wheel that came off the right rear
4. Lubricate the bonnet hinges and lock.
using torque sticks.
5. Visually inspect wiring, cooling system, hoses, belts, and oil
leaks 6. Check and adjust tyre pressure with gauge.

STEP 10-A
STEP 3-A

1. Move to the driver’s side front door.

2. Check driver’s seatbelt and general condition of driver’s seat
and carpet.
3. Check the window operations and door locks. 1. Complete lower engine compartment service include:
4. Lubricate the door hinges, check strap and door lock. 2. Engine Oil draining, replace Oil filter (Drain plug torque -
5. Place the hoist support block under front and rear jacking 20nm)
points.
6. Move to lift controls and Call-out “All clear”.
7. Lift vehicle so wheels are just off the ground.
STEP 4-A

STEP 9-A

1. Move to driver side rear passenger door.

2. Check driver side rear passenger seatbelt and center
1. Raise vehicle for under-body inspection.
seatbelt.
2. Carry out lower engine inspection (includes: Front suspension,
3. Check general condition of the seat and rear carpets.
Drive shaft, Steering boot, Oil sump (for any damages).
4. Check the window operation and door lock, lubricate hinges,
3. Check Transmission for Oil level and leakages
check strap and door lock.
5. Check and lubricate the fuel filler flap
STEP 5-A

STEP 8-A

1. Check front brakes (Brake Caliper bolt torque - 35nm)

1. Raise the vehicle to a comfortable working height.
2. Check and measure the front brake pads.
2. Check right rear hub and bearing.
3. Check and measure front brake discs.
3. Check the tyre for any damages.
4. Carry out brake fluid change (if applicable).
4. Check the tread depth while tyre is still on the vehicle.
5. Check wheel arch, suspension and steering including all
5. Remove the wheel and place it on the tyre trolley**
boots.
STEP 6-A

STEP 7-A

1. Move to driver’s side front hub.

1. Check Rear brakes
2. Check right front wheel hub and bearing.
2. Check and measure the Rear brake pads/liner.
3. Check wheel and tyre and measure the tyre tread depth.
3. Check and measure Rear discs/Drums.
4. Remove the wheel and place it on the wheel trolley**

42
 4.0 PROCESS OF EXPRESS SERVICE

EXPRESS SERVICE - INSPECTION CHECKLIST

TECHNICIAN A (RIGHT HAND )

RO NUMBER: START TIME : END TIME :

IN THE GROUND LEVEL INSIDE THE CAR

01. Warning Lamp 04. Elec, System Operation 07. Clutch Padel Working
Connect Micro - Pod Power Window Rotational Play & Runout

Any DTC Power Door Lock

______ Adblue Level 08. Clutch Padel Working
Power Side View Mirror
Operation
AC Cooling

02. Front Wiper , Washer Infotainment Check

09. Fuel Filter (For Diesel) / Spark Plug
Wipe Condition Sunroof Operation Check ( For Petrol)
Roof Light Remove Remove
Wipe Nozzle , Direction
and Amount of Spray

05. Horn 10. Air Filter

Operation & Sound Replace
03. Rear Wiper , Washer
Wipe Condition
06. Clutch Padel Working 11. Oil Filter ( For Petrol)
Washer Nozzle, Direction
and Amount of Spray Check Replace

ON THE MIDDLE LEVEL WHEEL RIGHT SIDE

01. Tyre 03. RH Brakes Pad, Brake Shoe 06. Suspension Arm & Bush
Wheel Bearing Check Cracks , Uneven Wear Cracks & Damages

Cuts, Cracks, Uneven wear Clean Up

Thickness (RH) _____________ 07. Damper
Thread Depth
• FR RH ______________ OK / Not OK Judgement Oil Leaks
6mm +OK
• RR RH ______________ OK / Not OK
<6mm - RPL
08. Check for Play, Crack & Leaking
Tyre Pressure Grease
FR RH RR RH 04. Brake Disc
Knuckle Joint
Cracks , Uneven Wear
Stabilizer Joint
02. Remove both RH Tyre 05. Brake Hose Tile Rod End
Done Cracks , Uneven Wear

ON THE UPPER LEVEL UNDER CAR

01. Rear Suspension 03. Drive Shaft Boots 05. Differential 4x4 07. Fuel & Brake Lines
Play, Damages Cracks Oil Leaks Damages Leak

02. Suspension & Brake Bolts 04. Underbody Torque 06. Exhaust Pipe 08. W/B
Looseness Check Mountrubber Cracks C/0 Wheel Balancing

IN THE GROUND LEVEL INSIDE THE CAR

01. Refit Fuel Filter 03. Replace Windscreen Washer 05. All Wheel Nuts
Play, Damages Torque Spec 135 NM Torque Spec 135 NM

02. Refill Engine Oil 04. Re - Inspection

Overall

TECHNICIAN RECOMMENDATIONS IF ANY…

TECHNICIAN SIGNATURE…

43
4.0 PROCESS OF EXPRESS SERVICE

TECHNICIAN - B
IN-BAY PROCESS SOP
LEFT HAND SIDE
STEP 1-B

STEP 12-B
1. Direct/Guide vehicle onto Lift.
2. Start at the front of the vehicle. 1. Move trolley back to starting point.
3. Call-out operate horn.
2. Assist Technician A with engine compartment checks
4. Call-out operation of headlights, high beams, L and R turn starting from the right.
signals, running lights, fog lights*.
3. Affix Service Reminder Sticker on suitable position on
5. Check the wipers and condition of Windscreen.
vehicle as per FCA guidelines.
6. Open bonnet and place body protection covers.
4. Check with Technician A that all the Service items have
7. Carry out battery check (connecting Mid-tronic’s).
been completed and reported.
8. Walk to the back of vehicle checking driver side indicator.
5. Fill out the MPI/RO sheet ***
9. Call-out clear to turn off the engine.
STEP 2-B

STEP 11-B
1. Move to the Rear of the vehicle.
1. Lower vehicle to ground ***
2. Check lights, Wiper and condition of the rear window.
3. Open boot lid and inspect luggage compartment for 2. Move to front left side.
damage, remove the spare wheel** and check for pressure. 3. Replace the AC Pollen Filter.
STEP 3-B

STEP 12-B
1. Moving to the Passenger rear side.
2. Lubricate boot lid hinges and Check passenger side rear 1. Lower vehicle to comfortable height to fit wheels back.
passenger seatbelt.
2. Fit and tighten the wheel that came off the passenger rear
3. Check seatbelt ,general condition of the rear passenger seat using torque sticks.
and carpets.
3. Check and adjust tyre pressure with gauge.
4. Check the window operation and door.
5. Lubricate hinges, check strap and door lock.
STEP 4-B

STEP 11-B
1. Moving to passenger front door.
2. Check the passenger front seat to ensure it moves freely and
its Secure. 1. Refit wheels.
3. Check seatbelt ,general condition of front passenger’s seat 2. Fit and tighten the wheel that came off the passenger front
and carpet. using torque sticks.
4. Check the window operations and door lock.
3. Check and adjust tyre pressure with gauge.
5. Lubricate the door hinges, check strap and door lock.
6. Place the hoist support block under front and rear jacking
points
STEP 5-B

STEP 11-B

1. Under body vehicle inspection.

1. Raise the vehicle to a comfortable working height.
2. Starting from the rear check under vehicle including exhaust,
2. Check left front hub and bearing. rear suspension, Differential, U joint, RTB and Fuel Tank.
3. Check the tyre for any damages.
3. Assist technician A in lower engine compartment checks***.
4. Check the tread depth while tyre is still on the vehicle.
4. Check Transfer Case Oil level (if applicable).
5. Remove the wheel and place it on the tyre trolley**
5. Report any findings to the Express Service Advisor***.
STEP 6-B

STEP 11-B

1. Check Brakes. 1. Check Rear brakes.

2. Check and measure the front brake pads. 2. Remove the rear hub and carry out brake service (if
3. Check and measure front brake discs. applicable).
4. Carry out brake fluid change (if applicable). 3. Refit rear brake drums (if applicable) and hub.
5. Check wheel arch, suspension and steering including all 4. Carry out brake fluid change (if required).
boots. 5. Check the wheel arch and suspension for leaks or any
damages.

44
4.0 PROCESS OF EXPRESS SERVICE

EXPRESS SERVICE - INSPECTION CHECKLIST

TECHNICIAN B (LEFT HAND )

RO NUMBER: START TIME : END TIME :

IN THE GROUND LEVEL INSIDE THE CAR

01. Front Lights 04. All Fluids Level & Conditions 08. Windshield RR
Head Lights Brake Fluid Wiper Blade Wear, Crack

Turn Signal Light Coolant

09. Boot
Hazard Warning Light Wiper Washer Boot Light
Fog Light Engine Oil Jack
Engine Upper Cover Remove Toolkit
02. Windshield FR
Door Lock
05. Drive Belt
Wiper Blade Wear Check
Cracks, Damages Spare Wheel
Windshield Stone Chips Cracks
Tension
10. Cabin Filter
03. Check for Oil, Water Leak Replace
06. Battery
Cylinder Head Cove Battery Condition

Master Cylinder Midtronics Reading ….

Power Steering Pump

07. Air Cleaner
Radiator Replace (If applicable)

ON THE MIDDLE LEVEL WHEEL RIGHT SIDE

01. Tyre 03. LH Brakes Pad, Brake Shoe 06. Suspension Arm & Bush
Wheel Bearing Check Cracks , Uneven Wear Cracks & Damages

Cuts, Cracks, Uneven wear Clean Up

Thickness (LH) _____________ 07. Damper
Thread Depth
• FR RH ______________ OK / Not OK Judgement Oil Leaks
6mm +OK
• RR RH ______________ OK / Not OK
<6mm - RPL
08. Check for Play, Crack & Leaking
• Spare ____________ OK / Not OK
Grease
Tyre Pressure 04. Brake Disc
Knuckle Joint
FR RH RR RH Cracks , Uneven Wear
Stabilizer Joint
02. Remove both LH Tyre 05. Brake Hose Tile Rod End
Done Cracks , Uneven Wear

ON THE UPPER LEVEL UNDER CAR

01. Remove Engine Under Shield 03. Check for Oil Leak 05.Refit the Engine Under Shield
Remove Drain Nut & Washer Engine

Drain Engine Oil Steering Gear Box

Change Engine Oil Filter (For Diesel) Radiator

02. Fuel Filter Cartridge 04. Refit the Drain Plug with Washer
Change Torque – 20 NM

IN THE GROUND LEVEL INSIDE THE CAR

01. All Wheel Refit with Torque 02. Engine Upper Cover 03. Scanning & Service Reset
Torque Spec 135 NM Refit Check

TECHNICIAN RECOMMENDATIONS IF ANY…

TECHNICIAN SIGNATURE…

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4.0 PROCESS OF EXPRESS SERVICE

IDENTIFYING ADDITIONAL JOBS FOR EXPRESS SERVICE

90 120 >120
MINS MINS MINS

All standard services upto

With any of these
60,000 KMS + any two of the Operation items to be operation items vehicle to
following operation items considered in extended be shifted to GR bay
eligible for Express Service Express Service VEHICLE NOT ELIGIBLE
(for more no. of jobs vehicle to FOR EXPRESS SERVICE
be moved to GR bays)

Check & Replace Replace 2 Tyres* Multiple Electrical

Lights Concerns

Interior Bulbs and Key Programming Suspension

Switches Work

Check & Replace Replace Door Charging

Horn/s Mirror Assy Light ON

Replace Battery Replace Rear Malfunction Indicator

Brake Pads/Liner Light (MIL) ON

Minor Trim Module Flash Updates / Fluid Leakage

Replacement Serv Bulletin

Replace Wiper Blades Fuse / Relay Excessive

Replacement Only Exhaust Smoke

Washer & Wiper Not Powertrain

Working Related Jobs

Replace Front Minor NVH

Brake Pads Starting Issues
Issues

Wheel Balancing Miscellaneous

& Alignment * Diagnostic Jobs

* - Additional support Technician is required

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 4.0 PROCESS OF EXPRESS SERVICE

4.5 CAR WASHING

After completing authorized repair work,

• Technician A is responsible for performing a quality inspection and driving the vehicle to the
wash bay.
• Technician B is tasked with returning the paperwork.

Offering a great car wash service and experience is not only about cleanliness but is a strategic
decision that positively impacts customer satisfaction, loyalty, and the overall success and
reputation of the workshop in a competitive market.

Repeat Business and

BENEFITS Positive Word-of-
02 OF OFFERING GREAT 03 Mouth Marketing
Customer Loyalty:
CAR WASH SERVICE

Enhanced
Customer
04 Brand Image
Satisfaction 01

4.5.1 CAR WASHING PROCESS - 30 MINS

STAGE 01 STAGE 02 STAGE 03

Interior Air Water Mopping

Blowing Washing

STAGE 04 STAGE 05 STAGE 06

Vacuum Polishing Add-ons

Cleaning

STAGE 07

Final
Inspection

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 4.0 PROCESS OF EXPRESS SERVICE

4.5.1 CAR WASHING PROCESS - 30 MINS

STAGE 01 STAGE 03
INTERIOR AIR BLOWING MOPPING

• Open all window panes and doors. • Use Mopping cloth for cleaning of whole body.
• Remove all mats • Mop the vehicle immediately before water gets dried up
• Blow Air with Pressure (5kg/sq.cm). Make sure that (it can leave stain marks).
water/moisture should not be there in pneumatic line. • Use Stand for mopping of Roofs.
• Carefully blowing at dashboard area(due care to be • Do not stand on tyre/running board.
given to idols /other accessories fitted on dashboard) • Use Swipe for Windshield cleaning.
• Air pressure cleaning in engine compartment( 5kg/sq. • Clean Steering wheel, TGS Knob, Hand brake lever with
cms.) & trunk area. wet cloth, use shampoo if required
• Keep the driver mat in position after cleaning & move
the car with others mats to Stage 2.

STAGE 02 STAGE 04
WATER WASHING WATER WASHING

• Lift the vehicle & wash the underbody (If required, use hard • Use Industrial Vacuum cleaner for interior cleaning.
brush for cleaning) • Clean cabin carpets, seats, trim pockets, cup holders
• Recommended Water Pressure 18-23 kg/sq. cm corners of seats, ashtray etc.
• Clean engine compartment with spray wash • Glass cleaner for Sparkling finish with crystal clear
visibility.
• Recommended pressure-3 kg/sq. cm from minimum distance
of 500 mm. • Clean tar / others stains on doors, body panels using
Petrol/Thinner (Do not rub hard and long while applying
• Take care for electrical wiring/couplers during the process.
thinner, as it can affect paint film).
• Wash the complete body area with car shampoo
• Use brushes as required.
• Water wash door, tail gate hinge area.
• Wash the rubber mats with shampoo and water.
• Air blow to dry engine compartment & mats.
• Move the vehicle to Stage 3.

FLOW OF • Left Side • Right Side

WATER • Hood Area / Engine • Trunk Area / Underbody &
WASHING Compartment Wheel Arche

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 4.0 PROCESS OF EXPRESS SERVICE

4.5.1 CAR WASHING PROCESS - 30 MINS

STAGE 05 STAGE 07
POLISHING FINAL INSPECTION

• Use Good Quality Polish (Poor quality polish • All washed vehicle should be inspected for washing
gives only temporary shine & has tendency to quality before delivery to customer. Stage wise
catch dust). inspection should also be carried out.
• Apply polish in following areas: - Dashboard, • Washing quality check sheet should be followed.
Bumpers, Waistline moulding, door trims, Rear • All complaints to be recorded and corrective measures
view mirrors, door handles, cowl top, wipers, to be taken immediately.
mud flaps, Radiator grill, air louver etc.
• Activity wise sticker to be used for visual control for
• Wipe off excess polish immediately. jobs not carried out.

Weak Areas observed during F.I and IFC

should be discussed during the morning
meeting with all Washing staff.

STAGE 06
ADD-ONS

• Lift the vehicle & wash the underbody (If required, use • Use Petroleum Jelly for Battery terminals.
hard brush for cleaning)
• Spray mild Perfume in passenger compartment
• Recommended Water Pressure 18-23 kg/sq. cm
• Paper tissues box may be provided complimentary to the
• Clean engine compartment with spray wash customer (Optional).
• Recommended pressure-3 kg/sq. cm from minimum • Take care for electrical wiring/couplers during the process.
distance of 500 mm. Apply Tyre polish on all tyres for
• Wash the complete body area with car shampoo
original black finish
• Water wash door, tail gate hinge area.
• Paper Mats on Driver and Co-driver floor mats.
• Wash the rubber mats with shampoo and water.
• Special messages can be printed on Paper mats like
• “We are open 7 days from 8 A.M to 8 P.M” • Air blow to dry engine compartment & mats.
• “Avail Extended Warranty on your car” • Move the vehicle to Stage 3.
• “For Service Booking, please
contact____________.”
• “Thanks for your visit-ABC Motors.”
• *For any feedback/suggestion please call <Service
Manager, Mobile No.-____________>.”

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 4.0 PROCESS OF EXPRESS SERVICE

4.5.2 WASHING QUALITY INSPECTION

WASHING QUALITY CHECK LIST

Vehicle Regn. Brand &

Number Date
Model

OVRM
Front Grill Bumper Fender Lining Wheel Cover Wheel Arches Running Board
(Left & Right)

Door Beadings Engine Under Bonnet

Fuel Lid Rear Bumper Light Dickey Area
(All) Compartment Area

Door Weather
Scuff Plate Dash Board AC Blower Vent Center Console Cup Holder
Strip

Front & Rear

Carpet Area Seat Belt Sun Visor Under Dickey Area Hand Break
Door Trim

Dickey Weather
Door Hinges Rear Door Hinge Roof Lining Glove Box Pedal Area
Strip

Front Seat &

Speedo Meter Rear Lamp Cover Seat Rails Stephany Grease on Latches
Headrest

Overall Ratting on the Scale of 1 to 10 .

Observation & Remark

Name & Signature of the Name & Signature of the

Washing Supervisor Service Advisor

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 4.0 PROCESS OF EXPRESS SERVICE

4.6 CUSTOMER FEEDBACK

Collecting customer feedback is essential for businesses to comprehend their

customers' experiences and implement necessary improvements.

The provided form outlines potential areas that Customer Relationship Management
(CRM) should focus on when soliciting feedback following an express car service.

INSTANT CUSTOMER TESTIMONIAL

Service
Brand & Model Model Regn. No. Visit Date
Type

Fiat / Abarth / Jeep PM/GR/BP

Customer Name Contact No. Email ID SA Name

Fiat / Abarth / Jeep

Dear Sir/Madam,
Kindly provide Feedback on your experience with the Workshop on Service / Repair of your Vehicle during this visit.

Workshop Experience Parameters Rating Methodology

1. Did our CRM I Executive contact you for service appointment? YES NO

2. In case you contacted our Dealership, whether our Service Team contacts
YES NO
available with you?

3. Was the Appointment Scheduled as per your convenience? YES NO

4. On your arrival at Workshop whether our Service Advisor was Promote &
YES NO
Friendly in receiving?

5. Whether Preparation of Job Card made in 15 Minutes based on your

YES NO
Appointment & Service Needs?

6. Was the Job Estimate, Delivery Date & Time shared to you before leaving
YES NO
the Dealer workshop?

7. Was any Call made during the repair jobs to updated Additional Jobs &
YES NO
Estimated Time?

8. Did you receive Call from Service Advisor before the scheduled delivery for
YES NO
readiness of your car?

9. Was the Car ready for Delivery as per promised time when you arrived at
YES NO
Dealership workshop?

10. Did Service Advisor provide proper explanation of Work Done & Service
0 1 2 3 4 5 6 7 8 9 10
Charges

11. Trust your Car Cleanliness & Appearance at time of Delivery was Excellent 0 1 2 3 4 5 6 7 8 9 10

12. Based recent Service Experience, will you recommend Fiat / Jeep brand to
0 1 2 3 4 5 6 7 8 9 10
your Friends & Relatives

13. Based recent Service Experience, will you recommend our Workshop to
0 1 2 3 4 5 6 7 8 9 10
your Friends & Relatives
ANY OTHER COMMENTS / SUGGESTIONS:

CRM CUSTOMER’S
SIGNATURE… SIGNATURE…

51
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EXPRESS SERVICE
MANUAL