Master Standard Operating Procedure

1. Vehicle Drop Off

On SmartFlow

Appointments for that day in POS show up in this column

Service Advisor Basic Actions

SA uses Drop Off Script to collect the email address and enters it into the PoS.

During the check in process the SA takes the time to use the drop off script and familiarize the customer with our Digital Inspection process and digital communications. 

The email address is obtained.

SA creates initial work order

There must be at least one job(labor line) on the work order to allow technician assignment.

  • Service Advisor converts estimate/quote to a workorder if an already existing appointment.
  • Service Advisor writes workorder if no appointment exists.
  • Service Advisor makes the first job on the workorder the inspection.

SA orders parts using POS

Order any parts that are needed to complete the initial work.

Service Advisor Advanced Actions

SA uses Drop Off Script to collect the email address and enters it into the PoS.

During the check in process the SA takes the time to use the drop off script and familiarize the customer with our Digital Inspection process and digital communications.  

The email address is obtained.

SA creates initial work order

There must be at least one job(labor line) on the work order to allow technician assignment.

  • Service Advisor converts estimate/quote to a workorder if an already existing appointment.
  • Service Advisor writes workorder if no appointment exists.
  • Service Advisor makes the first job on the workorder the inspection.

SA orders parts using POS

Order any parts that are needed to complete the initial work.

Technician Actions

There are no required Technician actions for the vehicle drop off step unless the shop wishes to have a Technician or porter do a walk around inspection of the vehicle prior to the customer leaving. The walk around process is the same as the first three Technician steps in the Inspect workflow step.

Owner Oversight

Daily oversight of the Drop Off Process is important to ensure that the new procedures are being conducted so that the remaining workflow steps are aligned with the customers expectations.  

Best Practices For Drop Off Step

Basic best practices:

(3.1.6) Uses Drop Off script
(3.1.3) Obtains customer’s email addresses
(3.1.8) Uses 2nd monitor to show inspection and images at the counter and educating motorist

Click here for all Best Practices for the Drop Off Step  

Reports Used For Drop Off Step

Inspection Metrics Report is used to verify email address collection

 

 

2. Initial Work / Inspection

Technicians are assigned and perform the Initial Work Order including the Courtesy Inspection if authorized by Motorist

On SmartFlow

When appointment is converted to a workorder in POS it automatically shows up in this step.

Service Advisor Basic Actions

SA assigns vehicle to technician(s) or

  • SA moves vehicle to Tech column
  • SA confirms jobs are authorized on pop up window
  • The assignment depends on available hours for the techs. The tech view shows remaining hours available and thus the combination of remaining hours, skill set needed, vehicles about to be finished and promised date/time allows the SA to determine the next technician.

SA Continues working while Technician performs inspection

The technician performs the inspection in accordance with the Technician Actions

SA receives audible and visual alert on TVP when inspection is complete

  • The SA receives the alert that the inspection is complete. Ensure audible alerts are turned on in case the TVP is not the top page in the browser.
  • SA moves the vehicle tile from Waiting on Inspect to Waiting on Estimate

    After reviewing the inspection results the SA moves the vehicle to the “Estimate” workflow step using the drop down selection or drag and drop if the workorder is already closed.
    •  This step is critical to ensure that the new jobs added to the workorder will NOT show up on the Technicians tablet as “Approved”
    SA Advanced Actions

    SA/Technician Foreman assigns vehicle to technician(s) or

    • Technician moves vehicle to their own named column
    • The assignment depends on available hours for the techs. The tech view shows remaining hours available and thus the combination of remaining hours, skill set needed, vehicles about to be finished and promised date/time allows the SA to determine the next technician.

    SA uses chat feature to communicate additional info

    • parts location
    • special instructions not on the work order

    SA monitors smart alert messages, automated inspection progress messages or other tech alerts and responds swiftly, e.g.,

    • get/order a part, when needed
    • get information needed back to tech

    SA receives audible and visual alert on TVP

    The SA receives the alert that the inspection is complete. Ensure audible alerts are turned on in case the TVP is not the top page in the browser.

    SA moves the vehicle tile from Waiting on Inspect to Waiting on Estimate

    After reviewing the inspection results the SA moves the vehicle to the “Estimate” workflow step using the drop down selection or drag and drop if the workorder is already closed.
    •  This step is critical to ensure that the new jobs added to the workorder will NOT show up on the Technicians tablet as “Approved”

    Technician Basic Actions

    Technician hears Audible Alert

    The Technician is alerted that there is a new workorder via the audible alert.

    Technician reviews workorder

     

      

    The Technician reviews the new workorder and notices any special vehicle markers for waiters, promise time, key tag etc.

    Tech performs inspection

     

    Technician submits Digital Inspection once complete

    Tehcnician taps “Submit” and selects canned message that inspection is complete. The technician can re-activate the workorder from the idle vehicle page if there are additional jobs that need to be complete.

    Technician Advanced Actions

    Technician hears Audible Alert

    The Technician is alerted that there is a new workorder via the audible alert.

    Technician reviews workorder

     

    The Technician reviews the new workorder and notices any special vehicle markers for waiters, promise time, key tag etc.

    Technician conducts walk around portion of inspection

    The Technician conducts the walkaround inspection in the following order:

    • Verify vehicle information
      • VIN – Scan vin if new customer and there is no VIN on the workorder.
      • License Plate – Enter the correct license plate number.
      • Mileage – Enter vehicle mileage when workorder promts you.
    • Take a profile photo of the vehicle to replace the stock photo.
    • Take photos of all 4 corners from approximately 5 feet away to capture vehicle body condition. Note: most body damage is captured in these 4 pictures and multiple scratch and dent photos are not necessary.
    •  Take photo of state inspection sticker
    •  Take photo of vin/tire placards in door opening
    •  Start vehicle and take photo of instrument cluster with engine running and all systems initialized. This captures any warning lights that may be on before service, mileage, and fuel state.

    Tech performs inspection

     

    • Take the tablet to the vehicle and perform inspection according to order on the sheet
    • Open vehicle and perform road test first
    • Send chat to SA about leaving for road test
    • Select conditions and actions for every item not “Good”
    • Follow picture policy
    • Uses speech to text to document additional notes back to the service advisor
    • Uses circle to mark special areas for the SA to educate the motorist about
    • Uses ‘zzz’ to separate the info for the SA only from the info for both the motorist and SA

    Technician submits Digital Inspection once complete

    Tehcnician taps “Submit” and selects canned message that inspection is complete. The technician can re-activate the workorder from the idle vehicle page if there are additional jobs that need to be complete.

    Tech performs jobs on work order and marks completion accordingly

    Use job timer for time and material work.

    Tech uses chat and Smart Alerts

    While conducting the remaining initial jobs the Technician uses chat and Smart Alerts to communicate with the SA while the SA is building the estimate.

    Owner Oversight

     

    Daily oversight of the inspection process is important to ensure that the new procedures are being conducted so that the the Service Advisor and Motorist can benefit from a proper inspection 

    Best Practices For Inspect Step

    Basic best practices:

     

     

    (3.1 .4) Picture policy is followed
    (3.1.2) Technician selects Condition and Action for EVERY topic that is other than “Good”
    (3.1.5) Technician highlights problem area when taking pictures

    Click here for all Best Practices for the Inspect Step  

     

    Inspection Metrics Report is used to verify Picture Policy is enforced and Technicians are recommending actions on the inspection sheet

     The Technician Effectiveness Report is used to monitor for over/under recommending and pencil whipping of the inspection process.

    Definitions:
    Avg. net duration [h] / inspection – is total amount of time the tech was actually inputting info

    Avg. total time [h] / inspection – the duration is the total time the car is on the workflow step “inspect” (so it’s dependent on the SA moving it to the other workflow steps)

    3. Waiting for Estimate

    The Service Advisor or Estimator moves the vehicle to this step upon receiving the alert that the inspection is complete and after reviewing the inspection.

    On SmartFlow

    Use the SmartFlow Add On to build the estimate.

    SA Actions

    SA reviews the inspection results

    Reassign any inspection reports that have multiple errors or are incomplete. Perform the following steps to ensure a quality report is provided to the motorist.

    • Check report for picture policy compliance. Ensure all required pictures have been taken
    • Edit photos using red circle and arrow to guide motorist to problem area
    • Verify all “conditions” are matched with “actions” from canned jobs and are appropriate, edit where needed
    • Verify all grammar and notes are appropriate for motorist review, edit where needed
    • Verify that statuses(good, future, immediate) are correct for the condition, edit where needed
    • Edit any remaining items on inspection report
    • Add OEM recommendations to report/workorder

    SA emails inspection report to motorist

    SA emails the Report to the Motorist even if the Motorist is waiting for service.  By emailing every inspection report to the Motorist we ensure that the Motorist has the report for review in the future.

    • Click on “email” button and customize the message as needed prior to sending.

    SA builds estimate in POS

    • SA adds all recommended actions from the inspection to the estimate/work order using the “EST” button on the SmartFlow add on
    • SA adjusts labor times as necessary if canned job is different than actual required labor time
    • SA adds parts and pricing
    • SA makes sure all recommended actions have a line item on the estimate
    • SA prioritizes jobs on estimate so it follows priority on inspection report

    SA moves vehicle to Waiting for Approval

    Move the vehicle to waiting for approval to communicate that the estimate is ready for review and discussion with the Motorist.

    Technician Actions

    Technician continues working

    • Tech keeps workorder open at all times for any vehicle that he is working on
    • Tech reactivates vehicle from the IDLE screen, if further work can be performed before the authorization has been finished
    • Tech uses job timer for time and material work and marks the jobs complete
    • Tech updates job completion status as jobs are complete or prior to “saving” or “submitting” any workorder

    Owner Oversight

    Daily oversight of the estimate process is important to ensure that:

    • Every recommended action is imported into the workorder/estimate. Every item other than “good” on the inspection report should have a line item on the estimate
    • Average pictures per inspection is above the number in the picture policy
    • 100% of inspections manually emailed to customer

    Best Practices For Estimate Step

    Basic best practices:

     

     

     

    Service Advisor reviews every inspection for:

    • picture policy compliance
    • 100% Conditions and Actions
    • Grammar
    (3.1.8) Uses Dual Screen

    Screen 1: SMS Screen

    Screen 2: SmartFlow/ Inspection Screen

    (3.1.9) Image editor for service advisor (10%-20% of completed inspections should have an edited image)
    (3.1.3) Inspections are emailed to the motorist, manually and automatically at pick up
    (3.1.12) 100% Recommended actions are converted to jobs on estimate

    Click here for all Best Practices for the Estimate Step  

    Reports Used For Estimate Step

    Inspection Metrics Report is used to ensure 100% of inspection reports are emailed manually and verify all recommended actions are converted to jobs on the workorder

     

    4. Waiting on Approval

    SA turns recommended actions by the tech into jobs/parts on the estimate and gets approval by the motorist.

    SA adds jobs coming from the inspection to the work order in order to estimate the new work order value and get it authorized by the motorist

    SA marks declined jobs as such and makes sure they will be included in the service recommendation at vehicle pick up and later in the service reminder.

    On SmartFlow

    SA contacts customer and uses inspection report to sell work.

    SA Actions

    The Service Advisor should be familiar with the Selling With Inspection Report process.

     

    SA calls motorist to review inspection and gain approval

    SA brings up motorists inspection results PDF before calling by following the two steps below:

    1. Click on customer name
    2. Click on Create PDF

     

     

    SA calls motorist and goes through inspection results and educates on the needed work

    • SA askes customer if they have reveiwed the inspection report
    • SA asks customer to open the inspection report on their smartphone or computer
    • SA has same report open on their workstation
    • SA consults customer about inspection report items
    • SA mentions good things and points out that it pays to maintain your vehicle
    • SA covers future attention items
    • SA covers immediate attention items
    • SA show pictures to the customer of good and attention items and relies on edited photos to point out problem areas
    • SA answers remaining questions on inspection report
    • SA asks “can we get started on this today”
    • SA answers price questions only after reviewing the report with motorist and educating them

    SA Declines jobs not approved by motorist

    SA marks the jobs declined, which are not authorized. Use decline feature in POS if applicable.

    SA moves vehicle tile to Waiting on Work Finished or Waiting on Parts on the TVP

    This is necessary so that the technician is notified of new work to be completed and is able to start working on the new jobs. Respond to the pop up window and ensure only approved jobs are check as “Authorized” to prevent any unauthorized repairs on the vehicle.

    Technician Actions

    Technician continues working

    • Tech keeps workorder open at all times for any vehicle that he is working on
    • Tech reactivates vehicle from the IDLE screen, if further work can be performed before the authorization has been finished
    • Tech uses job timer for time and material work and marks the jobs complete
    • Tech updates job completion status as jobs are complete or prior to “saving” or “submitting” any workorder
    Owner Oversight

    Daily oversight of the approval process is important to ensure that the inspection report is used during the sales process.

    Best Practices For Approval Step

    Basic best practices:

    (3.1.8) Uses 2nd monitor to show images at the counter and educating motorist
    (3.1.7) Talking motorists through the inspection results showing good areas and bad areas

    Click here for all Best Practices for the Approval Step  

    Inspection Metrics Report is used to monitor the number of jobs approved


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    5. Waiting on Parts

    When there is an expected delay in parts deliveries the SA should use this step.

    On SmartFlow

    Communicate ETA’s with Technicians via chat.

    SA Actions

    SA orders parts using POS

    Order parts electronically whenever possible.

    SA communicates parts ETA to Technician

    Use chat to communicate parts ETA to Technician

    SA informs Technician of parts arrival

    Use chat to inform technician of parts arrival

    SA moves vehicle tile to Waiting on Work Finished on the TVP

    Drag and drop vehicle to waiting for work finished step.

    Technician Actions

    Technician continues working on vehicles as assigned

    Continue working on assigned vehicles with approved jobs.

    Technician responds to chats about parts status

    Respond to chats about parts status

    Owner Oversight
    6. Waiting for Work Finished

    Technicians are working on the vehicle and use the tablet to document job completeness, smart chat with the SA about information needed and might identify additional work undiscovered so far.

     

     

    On SmartFlow

    Monitor for alerts and job progress indications.

    SA Actions

    SA chats to Technician any special notes

    Chat any amplifying information to the technician regarding:

    • Promise time changes
    • Requesting updates to job completion status
    • Info on any additional parts requested

    SA responds to alerts and chats in timely manner

    SA remains at service counter and avoids entering service bays. Communication is conducted via chat messaging.

    Technician Basic Actions

    Technician receives audible alert

    The Technician is alerted to new jobs on the workorder via the audible alert.

    Technician opens workorder

    The technician opens the workorder and reviews the new or updated jobs. The workorder MUST remain open the entire time the Technician is working on the vehicle.

    Technician performs jobs on workorder

    The Technician performs the jobs listed on the workorder.

    Technician submits completed workorder

    When all jobs are complete and the technician is satisfied with the results the Technician must select “Submit” and choose “Work Complete” canned message so that the SA is alerted that the vehicle is ready for the next workflow step.

    Technician Advanced Actions

    Technician receives audible alert

    The Technician is alerted to new jobs on the workorder via the audible alert.

    Technician opens workorder

    The technician opens the workorder and reviews the new or updated jobs. The workorder MUST remain open the entire time the Technician is working on the vehicle.

    Technician starts job timer (for time and material work)

    The technician starts the job time for the current job. Using the job timer displays the “actual” hours on the workorder.

    Technician uses chat and Smart Alerts

    The Technician must use chat to communicate with the SA while remaining near the vehicle and continuing to work productively. Smart Alerts must be used to focus SA attention to new workorder comments or photos associated with workorder jobs.

    Technician updates workorder comments

    The Technician makes comments on the workorder to explain the customer concern, cause, and correction. These comments can be imported to the POS using the SF Add-On when there is a picture associated with the job comments.

    Technician marks jobs complete

    The Technician MUST update job completion status’ for every job anytime the following occurs:

    • A job is complete
    • Selecting “Save” on the workorder
    • Selecting “Submit” on the workorder
    • When requested by the SA

    Technician submits completed workorder

    When all jobs are complete and the technician is satisfied with the results the Technician must select “Submit” and choose “Work Complete” canned message so that the SA is alerted that the vehicle is ready for the next workflow step.

    Owner Oversight

     

     

    Best Practices For Work Step

    Work step Best Practices:

     

    (3.1.20) Tech uses chat to communicate with SA
    (3.1.20)Tech “Keeps it Digital

    • All communication in writing
    • Verbal communications that occur on an “opportunity basis” or in passing will also be sent via chat or in writing in notes on workorder or inspection
    (3.1.24) Tech opens vehicle on tablet when work starts and leaves vehicle open while working on vehicle.
    (3.1.25) Technician submits workorder when work is done
    (3.1.26) Techs mark off progress of all jobs every time they “save” a workorder and move on to another vehicle.

    • Update progress before saving or submitting a workorder and moving to another vehicle
    • Update progress before taking a break
    • Update progress before clocking out for lunch or end of day
    (3.1.26) Techs mark Job done on every jobs at the time of completion.
    (3.1.19) Techs use speech to text to document
    Techs take photos as appropriate on each job line
    (3.1.27) Techs use Smart Alert for instant SA notification

    • Wrong parts
    • Priority issues
    • Unexpected issues
    (3.1.28) Techs remain in shop area and do not enter SA area for regular operations

    Click here for all Best Practices for the Work Step  

    Reports Used For Work Step

    TeE-Times report is used to monitor the number of jobs auto completed at pickup and unrealistic Tech efficiency due to Technicians not having workorders open while working on vehicles. 

    7. Vehicle Pick Up

    Upon work completion the vehicle pickup process starts. The SA works to ensure that the entire workflow process is used for future benefit. All declined jobs are saved as recommended actions and a future appointment is scheduled.

    On SmartFlow

    Review work with customer and schedule next appointment.

    SA Basic Actions

    SA receives audible and visual alert on TVP

    SA is alerted that the vehicle is complete.

    SA moves vehicle tile to Waiting for Pickup

    SA moves vehicle tile to Waiting for Pickup to keep TVP organized with the proper status of vehicles in the shop

    SA prepares invoice in POS

    The service advisor prepares a final invoice for the customer to ensure a pleasant pickup experience

    SA notifies motorist that vehicle is ready for pickup

    SA calls or emails motorist to notify vehicle is ready

    SA Advanced Actions

    SA receives audible and visual alert on TVP

    SA is alerted that the vehicle is complete.

    SA verifies all jobs marked complete

    SA verifies that the Technician has marked all jobs complete by noticing the green check mark on the vehicle tile.

    SA moves vehicle tile to Waiting for Pickup

    SA moves vehicle tile to Waiting for Pickup to keep TVP organized with the proper status of vehicles in the shop

    SA prepares invoice in POS

    The service advisor prepares a final invoice for the customer to ensure a pleasant pickup experience

    • SA reviews workorder on TVP and assigns technicians in POS(if using POS for payroll)
    • SA adds comments where necessary in POS
    • SA ensures all declined work is saved as a recommendation in POS
    • SA verifies final price is what was quoted to motorist
    • SA converts workorder to invoice

    SA notifies motorist that vehicle is ready for pickup

    • On TVP the SA clicks on the customer communication button
    • SA selects method of communication agreed upon during drop off and selects canned message for pickup
    • SA sends notification message
    • SA follows up with phone call to motorist if agreed upon during the drop off process

    SA greets customer and reviews invoice in person

    SA reviews the invoice in person to ensure accuracy and that the customer understands the following:

    • Jobs performed this visit
    • Jobs saved for future visits
    • Warranty policy for jobs performed this visit

    SA Schedules next appointment

    IMPORTANT!  This step must be conducted prior to conducting the payment transaction. As soon as the invoice is reviewed the next appointment should be scheduled based out of care for the motorist and the vehicle. Upon receiving payment the ability to schedule the next appointment is significantly reduced because the last interaction with the motorist was a financial interaction and not a caring and engaging interaction.

    Retention customers only: On TVP the SA clicks next appointment and schedules the next appointment to:

    • Schedule next regular service appointment based on interval selected
    • Schedule follow up appointment for the declined jobs which are now recommended services/repairs

     

     

    Technician Actions

    Technician moves on to next vehicle

    The Technician moves on to the next vehicle in priority order.
    Owner Oversight

    Best Practices For Pickup Step

    Pickup step Best Practices:

    (3.1.8) Uses 2nd monitor to show inspection and images at the counter and educating motorist

    Click here for all Best Practices for the Pickup Step  

    Reports Used For Pickup Step

    No reports are used during the pickup step