Service Operations Guide: American Suzuki Motor Corporation 3251 E. Imperial Hwy Brea, CA 92821

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American Suzuki Motor Corporation 3251 E. Imperial Hwy Brea, CA 92821
VS1-SER-SO-V1080501 Printed indate:USA Print the 5/08
INTRODUCTION
This Operation Guide includes important Suzuki Dealership Service and Parts Department Recommendations and Guidelines, as well as, Standards and Minimum Requirements. It is intended to guide Suzuki Dealers especially when there is a change of facility or Sales and Service agreement, such as; New Dealer start-up, New Facility Construction, Renovations, Buy/Sells and Renewals. By following this guide and adhering to the SUZUKI WAY OF SERVICE process, ASMC and dealers can work together to assure the long term success of the Suzuki Brand and your dealership.
Revision Date: May, 2008
Service Operations Guide
Introduction and Table of Contents
TABLE OF CONTENTS
Introduction Tables of Contents ............................................................................................................................................................................. I Definitions ............................................................................................................................................................................................. II Suzuki Service Process Suzuki Way of Service .....................................................................................................1-28 Service / Parts Facility and Staffing Guidelines .......................................................................................................... 29-30
Facility Guidelines Staffing Guidelines
Service / Parts PC Requirements ....................................................................................................................................... 31-32 Essential Tools............................................................................................................................................................................ 33-48 Required Service Shop Equipment ................................................................................................................................... 49-50 Recommended Tools and Equipment .............................................................................................................................. 51-54 Service Support materials ..................................................................................................................................................... 55-57
Introduction and Table of Contents
DEFINITIONS Required or Requirement Recommended Guideline Standard Essential

Dealership must have tool or process Suzuki suggested tool or process to best meet associated need. Suzuki suggested quantity or size, or variable process to best meet associated need. Dealership process required, or requirement. Refers to required tool or piece of equipment.
II
Suzuki Service Process - Suzuki Way of Service
SUZUKI SERVICE PROCESS
The Suzuki Way of Service describes the basic processes and procedures for operating a Suzuki dealership service department. Dealership Service Managers can evaluate compliance with these processes by conducting a Service Operations Assessment.
Service Standards Standard #1 Standard #2 Standard #3 Standard #4

Appointments will be available for all customers and set in accordance with customers needs. Customers are acknowledged immediately and Service Advisors will begin to collect information within three minutes. Service Advisors will courteously interpret, accurately document and confirm all service needs. All customers will be provided with accurate and complete estimates and provide their approval prior to start of maintenance or repair. Alternative transportation will be offered to all customers. All vehicles will be quality checked to ensure they are fixed right the first time. The dealerships service facility will be neat, clean, and accommodating. All vehicles will be ready when promised and customers notified when their vehicles are ready. Service Advisors will explain all service repairs and charges, deliver customer vehicles, and discuss future service needs with the customer. Customers will be contacted to ensure satisfaction within 48 hours of the service visit
Standard #5 Standard #6 Standard #7 Standard #8 Standard #9
Standard #10
Process #1: Appointment Process Standard #1:
A.
The customer contacts dealership to request service appointment
Appointments will be available for all customers and set in accordance with customers needs. B. C. The Service Advisor obtains customer name, vehicle identification number and/or license plate number The Service Advisor reviews the dealership service records to determine if owner is currently a dealership customer The Service Advisor verifies the customer data currently on file: Name Address/E-mail Home Telephone Work Telephone VIN Number Make and Model Mileage Service Contract K. If customer data does not exist, the Service Advisor will obtain customer information and create a service files. Name Address /E-mail Phone Number Work Telephone VIN Number Make and Model Mileage Service Contract E. The Service Advisor questions the customer to determine the general nature of service request: Routine Maintenance? Repair Unknown? Warranty/Service Contract? Level of Urgency? Waiter? Comeback?
D.
Process #1: Appointment Process (continued)
F.
The Service Advisor will verify if customers vehicle qualifies for: Recall? Service Campaign? Open Incident Information?
System Support Required:
Service Advisor can contact ASMC concerning recalls, service campaigns. G. The Service Advisor determines amount of additional work that will apply to customers vehicle as a result of ASMC review. The Service Advisor inquires if customer wants additional work performed. If the customer accepts, additional work is added to appointment schedule. If the customer declines additional work, the Service Advisor notes declined work in customer file. (R.O.) The Service Advisor inquiries about customers need for alternative transportation and offers options. The Service Advisor checks for shop availability to determine customer options. The Service Advisor checks with the parts department (or accesses computer) to check parts availability.
M. N. L. H. I. J.
Service Advisor will be able to check the availability of parts associated with the service requested. O. P. The Service Advisor inquires about the most likely parts required based on preliminary customer service request. If parts availability is not an obstacle, the Service Advisor provides customer with appointment options and an estimate of charges. If parts availability limits appointment options, the Service Advisor requests parts department to order needed parts. The Service Advisor will incorporate ordering times into appointment options for customer.
X.
Process #1: Appointment Process (continued) System Support Required:
Q.
The Service Advisor logs the most acceptable/agreed appointment time for customer.
Provide the Service Advisor with the ability to determine available times for customer appointments. R. The Service Advisor calls the customer prior to appointment to offer an appointment reminder.
Provide the Service Advisor with customers appointments for selected days. S. Y. T. U. V. W. The customer, upon being contacted by the Service Advisor, either confirms or changes the appointment. If the customer confirms the appointment, the Service Advisor updates the customer appointment file. The customer wants to change or cancel the appointment, the Service Advisor attempts to reschedule. (Proceed to either V or H.) The customer either reschedules or is unwilling to reschedule. If the customer is unwilling to reschedule, the Service Advisor advises dispatcher/changes scheduling file, informs the parts department, relieves alternative transportation log, and updates customer database files. For all customers unwilling to reschedule, the service department initiates a follow-up letter/survey to recapture customer interest.
Appointment - Process 1
Service Advisor Follow-up: Reschedule Work In Progress: Dispatcher Sends to Sublet
Follow Up Process, Service Reminder
A
Current Customer? Service Advisor Verifies and Obtains Vehicle Data Service Advisor Checks Product Recalls, Campaigns, etc. Additional Work Required? System Support Required : DMS Service Advisor Dispatcher Verifies Shop Availability System Support Required : DMS System Support Required : DMS Service Advisor Determines Client Request and Type of Service Repair/Maintenance
C D F H G I
J
Service Advisor Checks Parts Availability System Support Required
Customer Requests Appointment
Service Advisor Identifies Customer
Service Advisor Reviews Customer Transportation Needs
Delivery Process, Update Maintenance Log
System Support Required : DMS
Y N
Does Customer Accept Additional Work?
K L
System Support Required : DMS Service Advisor Adds Decline Comment to Customer File
Service Advisor Obtains Customer Data
N S
Service Advisor Adds To Appointment Schedule
Y
V T
O P
Service Advisor Logs The Appointment System Support Required : DMS System Support Required : DMS Appointment Log Service Department Confirms Appointment, Provides List of Appointments to Sales Dept/BDCn
Parts Available?
Service Advisor Provides Client With Appointment Options and an Estimate
Customer Confirms Appointment?
Service Department Attempts to Reschedule System Support Required : DMS
Reschedule?
System Support Required : Labor Time Guide
Service Advisor Changes Shop Time, Informs Parts, Changes Substitute Trans., Reschedules and Updates Database
Parts Ordering Process
Note Confirmation, Reception, Write-ups and Estimates
Reception, Write-ups and Estimates
Process #2: Reception, Write-ups and Estimates
A. B. C. J.
Customer sets an appointment through the appointment process. At set appointment date, customer arrives at dealership or is a no-show. Customer arrives at dealership with an appointment for service. If the customer does not arrive for a scheduled appointment, the Service Advisor checks shop availability and recontacts the customer to schedule another appointment. Service Advisor acknowledges customer upon arrival and greets them in a timely fashion.
O.
Standard #2:
Customers are acknowledged immediately and Service Advisors will begin to collect information within three minutes. E. F. L. Customer has arrived at the dealership at the scheduled appointment time or is late. If customer has arrived on time, Service Advisor confirms customer and vehicle information and verifies from appointment file. If customer is late, Service Advisor checks shop availability and determines if needed repairs can be completed according to the customers needs. Customer arrives at dealership for service without an appointment. Service Advisor acknowledges and greets the customer to determine the repairs needed.
P. Q.
Standard #2:
Customers are acknowledged immediately and Service Advisors will begin to collect information within three minutes. R. Service Advisor checks shop availability to determine if needed repairs can be completed according to customer need. If shop scheduling cannot accommodate the repairs needed, the Service Advisor schedules another appointment for repair with the customer.
K.
Process #2: Reception, Write-ups and Estimates (continued)
G.
Service Advisor determines if the customer will require alternate transportation: Loaner Car Rental Car Shuttle Van Taxi
Standard #5:
Alternative transportation will be offered to all Customers. M. H. If alternate transportation is required, the Service Advisor makes necessary arrangements for the customer. Service Advisor conducts appropriate questioning with customer to determine the nature of the repairs being requested, and records accurately symptoms indicated by customer. Service Advisor uses diagnostic worksheet as needed to assist in recording customer comments for technician.
System Support: Standard #3:
(Future) hand held system to prompt Service Advisor through the problem diagnostic process with the customer Service Advisors will courteously interpret, accurately document and confirm all service needs. The Service Advisor conducts a vehicle walk around inspection to record any damage to the vehicle and determine if additional work is required. O. S. Service Advisor determines if additional repairs are needed. If additional repairs or damage is observed, the Service Advisor lists them on the R.O. and determines if the customer wants these items repaired. The porter adds vehicle protection items to the vehicle interior. Floor Mats Seat Covers Steering Wheel Cover T. Service Advisor determines if a test drive with the customer is needed: Drive ability NVH (Noise, Vibration, or Harshness)
N.
CC. If a test drive is needed, the service technician road test, the vehicle with the customer to isolate the customers concern. JJ. Service Advisor determines if additional diagnosis time will be required. KK. If additional diagnosis time is needed, the Service Advisor notes the requirements on the worksheet. U. The Service Advisor confirms parts availability for repairs identified on work sheet with parts department.
System Support:
Parts locator function which allow parts person to check other local dealership for parts availability. V. Service Advisor determines if parts are available.
DD. If Service Advisor determines that parts are not available, repair completion time is adjusted if needed and communicated to customer. II. W. X. If parts are not available, Service Advisor initiates parts special order process: Service Advisor completes estimate for all known repairs and provides to customer for approval. Customer makes decision on approval of needed repairs based upon estimate.
EE. If the customer does not approve all repairs as noted, the Service Advisor makes correction on R.O. work sheet to secure customer approval. Y. If the customer approves the estimate for repairs, the Service Advisor determines if the customer would like their car washed, and their used parts returned and notes all preferences on the work sheet. Service Advisor completes the repair order, obtains customer signature and provides a copy to the customer.
Z.
AA. Service Advisor determines if customer will require any special attention or handling.
BB. Service Advisor advises dispatch of special needs such as: Comeback Waiter Emergency Repair Transient Owner FF. Service Advisor confirms if the customer will be waiting while vehicle is repaired.
Standard #7:
The dealerships service facility will be neat, clean, and accommodating. GG. If the customer is not a waiter, Service Advisor provides the customer with their transportation options. JJ. Service Advisor sends repair order to dispatch. LL. Porter identifies vehicle, installs quality control mirror tag and moves vehicle to service parking area.
0
Reception, Write-Up, and Estimate - Process 2
Appointment Process R.O Completeing Paperwork and Service Delivery: Uncorrected Problems
A C D
Customer Arrives With Appointment Client on Time? Service Advisor Acknowledges and Greets Client
B F
Service Advisor Confirms Customer Information Alternative Transportation?
E G H
I
Service Advisor Conducts Walkaround Inspection
Customer Sets Appointment
Customer Arrives?
Y N
K
Serivce Advisor Reschedules Shop Availability?
Y
Service Advisor Conducts Appropriate Customer Questioning System Support Required : R.O.
N
Appointment Process
J M
Check Availability and Reschedule
N
Service Advisor Secures/Arranges for Alternative Transportation
N Y
N
O
Porter Adds Floor Mats and Protection Items
N
System Support Required : DMS Service Advisor Acknowledges and Greets Customer Shop Availability?
Additional Work Required?
Y
Service Advisor Notes Customer Preferences
P Q
R.O
Customer Arrives, No Appointment
Y
R S
System Support Required : DMS R.O
T U
V W
X Y
Customer Approval Granted?
Z
Service Advisor Prints R.O. and Obtains Client Signature, Copy To Client
AA
Special Handling Request? System Support Required : DMS Repair Order Quality Control Mirrior Tag
BB
Test Drive Needed? Parts Available?
N
Service Advisor Provides Client Estimate System Support Required : DMS
Y N
EE
Service Advisor Modifies Repair Order - Notifies Parts Department of Change System Support Required : DMS
Y N
FF
Service Advisor Informs Dispatcher of Special Needs
CC
Service Advisor Adjusts Promise Time, Communicates to System Support Customer Required : DMS
Y
DD
Service Advisor Confirms Parts Availability for Needed Repairs with Parts Counterperson as Appropriate
Service Advisor Notes Customer Preferences for Car Wash, Save Old Parts System Support Required : DMS
GG
Customer Wait?
Work In Progress Problem Identification
Technician Test Drives with Customer
N Y
JJ
Service Advisor Sends Repair Order to Dispatcher
HH II
Additional Diagnosis Needed?
N
Parts Special Order Process
Customer Fullfilment Process Appointment Based Parts Request
Service Advisor Directs Client to Transportation
KK
Service Advisor Notes On Repair Order
LL
Porter Moves Vehicle to Service Parking and Records Parking Location
Process #3: Work In Progress
A. B.
Upon the customers arrival, reception, write up and authorization to perform repairs, the vehicle is made available for service. The Service Advisor notifies the Dispatcher of vehicle availability and current location for shop scheduling (Proceed to Step B). The Dispatcher will use a set of priority rules to determine the order in which jobs are dispatched to technicians. (See for priority details). (Proceed to Step C)
Best Practice: System Support:
Dispatcher maintains all Repair Orders on a service log or dispatch system. DMS C. The Dispatcher will utilize an established process to assign jobs on the basis of a technicians qualifications. The dealership will assign a skill level for all of their technicians. Guidelines for skill levels include: Experience Training ASE Certification
This step can be performed by the Dispatcher/Service Advisor/Lead Technician (Proceed to Step D).
System Support:
TBD D. The Dispatcher reviews the need for sublet repairs. Factors to consider include: Does the facility have the required equipment to perform the needed repair? E. Does the facility have the personnel needed to perform the repair (Proceed to step E or G).
Dispatcher establishes and maintains the repair priority sequence for: Waiters Emergencies Carry-Overs Comebacks Appointments Casual Drive-Ins (Proceed to Step F or J)
System Support:
TBD
Process #3: Work In Progress (continued)
F.
Upon determination of repair priority and job the Dispatcher assigns the highest priority jobs to the appropriate technicians in an expedited sequence by entering the technician I D number in the tech field on the job line via the on-line status tracking worksheet. The Dispatcher can also re-prioritize any job in a technicians queue or reassign technicians based upon subsequent work load or other reasons. This is done via the use of an On-line * Job Control Process. (Proceed to Step K):
System Support:
Job Control File The computer traps all time and cost information necessary for productivity reports, and then formats these reports for service manager or business office call-up. The work-in-process function and worksheet records will fully integrate with the In-dealership Accounting System such that work-in-process (open worksheet), information can be obtained at any point in time. If vehicle repairs cannot be performed by the dealership, then the vehicle is dispatched to a sublet facility for repairs. It is recommended that a prior appointment be set with the sublet facility and include: Job completion time estimate Job costing estimate Job pricing estimate Job lead time needed Applicable coding (if any) Consider alternate sources if commitments cannot be met Service Advisor name (Proceed to Step H)
G.
The Dispatcher monitors sublet job status to support customer promise times. TBD

Process #3: Work In Progress (continued) System Support:
H.
When the technician moves the vehicle to his stall, the technician will update the computer indicating the vehicles new location. (Proceed to Step I)
Job Status Process (as described in Step F) The technician clocks on to the RO. when he receives the car in his stall. The computer automatically updates both the repair order control and the job control files to reflect that the work order is not in process. (Proceed to Step S)
System Support:
Job Status Process (as described in Step F) J. Upon determination of repair priority and job complexity the Dispatcher assigns the standard priority jobs to the appropriate technicians by entering the technician I D number in the tech field on the job line via the online status tracking worksheet. The Dispatcher can also re-prioritize any job in a technicians queue or reassign technicians based upon subsequent workload or other reasons. This is done via the use of an on-line Job Status Process. (Proceed to Step K)
System Support:
Job Status Process (as described in Step F) K. The computer releases only repair at a time to a technician. Technician must take each repair order in the sequence it has been released. If more than one technician is to work on a vehicle, the computer checks to make sure that no two technicians are assigned to a vehicle at the same time. The Dispatcher will also have the ability to manually queue repairs as conditions and customer needs change. (Proceed to Step H).
System Support:
TBD The Dispatcher will be responsible to periodically check the status of each repair order in process, repair orders in queue and repair orders completed, on command. The system will alert the Dispatcher of any job that: Is in danger of missing a promise time Is in danger of missing a promise time Will miss promise time

L. If the service requirements or customer complaints are not evident on the basis of a static evaluation, the technician will perform a test drive to verify the repair needs via a dynamic evaluation. (Return to Step M) M. N. O. P. Q. R. Was the customers complaint verified? (Proceed to Step N or T). If the problem could not be identified, the technician should consult with Service Advisor to obtain additional clarification. (Proceed to Step 0) Was the complaint verified by the technician with this additional information? (Proceed to Step P or T) If the problem still cannot be verified, the Service Advisor should now contact the customer for additional information. (Proceed to Step Q) Can the problem now be verified by the technician? (Proceed to Step R or T) If the customer symptom cannot be verified, refer to technician drives car with the customer in the write-up process. Immediately after the technician clocks onto the job, he will review the repair order and perform a stationary evaluation of the vehicle. This evaluation determines whether the service requirements or customer complaints are evident. (Proceed to Step L or T)
S.
System Support:
R. O. and diagnostic check sheet. T. Before the completion of the customers requested the technician should perform a series of inspections to insure that the vehicle is performing to factory specifications. The results of these inspections should be communicated with the customer prior to completing their requested repairs. (Proceed to Steps U and X)
System Requirement: Best Practice:
R.O. and Standard inspection check sheet. Technicians will conduct Multi- Point Vehicle Inspections on all vehicles in for repair, and notify Service Advisor of any additional maintenance or repairs required.
4
U. V.
Following verification of the service needs and a thorough vehicle inspection, the technician determines if diagnosis is required to identify the cause of the customer complaint. (Proceed to Step V or Y). During the repair of a customers vehicle the technician will obtain the needed tools, information and support required to diagnose the cause of the customer complaint. (Proceed to Step Z)
Scan Tool W. Upon completion of the general vehicle inspection, if no additional work is necessary, the technician will log these findings onto the repair order so the Service Advisor can explain them to the customer. (Return to Step U).
System Support:
R.O. X. Following verification of the service needs, and a thorough vehicle inspection, the technician may or may not identify additional work which should be performed. If additional work is required, the technician informs the Service Advisor, (Step CC) to obtain authorization for the additional work. (Proceed to Step U or W). The technician determines what additional resources might be required such as parts, sublet work, etc. In addition the technician will also check for parts availability. This information will be captured on the R.O. and discussed with the Service Advisor. (Proceed to BB)
Y.
System Support:
EPC Z. In the event that a vehicle needs diagnosis, a fully defined diagnostic process would be implemented. The Technician will complete the diagnostic procedure and determine what parts are needed (if any). (Proceed to Step Y)
System Support:
EPC AA. If the customer declines additional work, the Service Advisor modifies the RO. by adding comments which state that the work was declined. (Proceed to HH)
System Support:
R.O.

BB. If additional work was identified in Step X, the technician needs to obtain authorization from the Service Advisor before proceeding with repairs. (Proceed to Step CC or II) CC. The technician notifies the Service Advisor of any additional work or obstacles to completing the job as scheduled. The Technician enters the reason for delay into the computer. This notification should include labor operations, materials, and parts involved. The technician does NOT perform any work until authorized. (Proceed to Step DD)
System Support: System Support:
TBD R.O. DD. Upon receiving notification from the technician that additional work is needed, and prior to contacting the customer for repair authorization, estimates, promise/ time and customer options must be assembled. The Service Advisor enters the new information so that the computer can realign the technicians queue and update the promise time and dollar estimate. The Service Advisor then calls the customer for approval. (Proceed to Step EE) EE. The Service Advisor determines whether the customer has any other repair items which need to be addressed, in addition to the one which has not been authorized, and discusses them with the customer. The customer makes the decision whether to complete any remaining repairs in addition to the one that he/she did not authorize. (Proceed to AA or FF) FF. The Service Advisor and customer will determine whether the additional repairs can be completed on the same visit or whether a new appointment must be scheduled. (Proceed to Step GG or HH) GG. If a new appointment is needed to perform customerauthorized additional work, the Service Advisor will offer the customer a range of appointment times to ensure that the repair can be performed at the customers convenience. (Ties to appointment process).
System Support:
TBD

HH. The Service Advisor must gain authorization for the work before parts & labor can be charged to the repair order. The technician must receive authorization from the Service Advisor to proceed. (Proceed to Step II) II. If additional authorization is not required, or authorization has been obtained for additional repairs which do not require a new appointment, the technician proceeds with the acquisition of the needed parts by requesting the parts from the Parts Counterperson. (Proceed to Step JJ)
JJ. Are the parts which the technician needs to perform authorized repairs available? (Proceed to Step KK or MM) KK. Parts are not available. At this point the technician will inform the Service Advisor that the job is on hold awaiting parts availability and clocks off the job. At this point the technician is free to begin another repair while waiting for parts. (Proceed to Step LL) LL. Service Advisor communicates parts timing with the customer, after the parts order process timing has been established. (Proceed to Parts Order Process) MM. If the required parts are available, the Parts department gives the parts to the technician. (Proceed to Step NN). NN. The worksheet file is updated by the Parts department with the appropriate parts information via the in dealership system, billing the parts to the R.O. (Proceed to Step 00) R.O. OO. The technician works on car and completes the repair. (Ties into Vehicle Service and Quality Control Process)
System Support:

8
Work in Process - Process 3
C D
Is A Sublet Required? Dispatch Priority? Dispatcher Accesses Repair Complexity
Reception, Write-ups, and Estimates
Y N
Dispatcher Assigns Repair Top Sequence
F
Dispatcher Dispatches to Sublet
Dispatcher Accesses Repair Priority
Y
K
Dispatcher Dispatches to Technician Technician Records Vehicle Movement System Support Required : DMS System Support Required : DMS System Support Required : DMS (Prioritized Job Stack)
I
Technician Clocks Job on System By Technician(s) System Support Required : DMS
Completing Paperwork & Service Delivery; Comeback, Drivability or NVH issue System Support Required : DMS
N
J
Dispatcher Assigns Repair Regular Sequence
L M
Problem Identified?
Technician Test Drives Car
N
Problem Identified? Problem Identified?
N
Technician Consults with Service Advisor to Clarify Service Requirements
N Y
P
Service Advisor Contacts Customer to Clarify/Obtain Additional Information
Repair Order or Screen Diagnostic Checksheet
N
U
Diagnosis Required? Repair Order Technician Performs Inspection
Y Y
V
Shop Manual, Service Bulletins/Advisories Scan Tool, etc. System Support Required Technician Obtains Information/Tools Required For Diagnosis
Reception, Estimate, and Write-up Technician Test Drives Vehicle With Customer
Verify Service Requirements/ Complaints Without Test Drive?
Repair Order
S X
Additional Work Required? System Support Required System Support Required : DMS
W Y Z
Note Findings
Technician Checks Parts Availability and Determines Order Requirements
Technician Performs Diagnosis and Determines Parts Requirement
AA DD
Service Advisor Notes Work Declines on R.O.
GG
Appointment Process
CC
Technician Informs Service System Advisor Support Required : DMS
BB
Authorization Required?
EE
Service Advisor Obtains Authorization Update Promise Time Update Estimate
Authorization Given?
Y
KK
FF
Y
New Appointment Required?
HH
Service Advisor Notifies Technician
N
JJ II
Technician Obtains Parts
Parts Available?
N Y
MM
System Support Technician Clocks Required : DMS Off System and Notifies Service Advisor Repair Order
Parts Order Process
LL NN
Technician Picks Up Parts Parts Department Updates R.O. Technician Repairs Vehicle
OO
Process #4: Vehicle Service and Quality Control
A. B. C.
Following problem diagnosis and parts acquisition, and upon commencement of the repair process, the vehicle flow transitions from Work-in-Process to the Vehicle Service and Quality Control Phase. (Proceed to Step B) The technician completes the repair. (Proceed to Step C) Following repair completion, the technician will enter final repair descriptions, closing out the repair transaction and shifting from work in process status to Quality Control tracking. (Proceed to Step E)
The technician will write a legible, detailed description of what was inspected, repaired, and/or replaced on the repair order. R.O. The computer traps all time and cost information necessary for productivity reports, and then formats these reports for the Service Manager or business office follow-up. The work-in-process function and worksheet records will fully integrate with the in-dealership accounting system such that work-in-process (open R.O.), information can be obtained at any point in time. At this point, vehicles which were dispatched to sublet facilities are returned to the dealers service department. The Service Advisor or his designate will evaluate the vehicle to determine if the repair was performed satisfactorily. If not, the vehicle will be returned to the sublet shop for corrective action. (Proceed to Step E) If the customer complaint, Technician experience or Service Advisor comments dictate that the car be test driven, then the technician does so. (Proceed to Step I or F)
D.
E.
System Support:
The technician will perform a road test on all services which impact drive ability and handling prior to beginning diagnosis or repair, to confirm incident resolution (for example, hesitation/stalling, vibration, noise, alignment/ pulling, etc.)

Process #4: Vehicle Service and Quality Control (continued)
F. Technician confirms proper operation of repaired components to determine if the vehicle is functioning normally. This may include performing a function test on non-driveability services to confirm operation of components or systems (for example, radio, heating & A/C, power lock, sunroof, etc.) He will also verify that all work is performed as requested on the vehicles repair order and perform a visual inspection on maintenance or replacement services (for example, ensure all clamps, caps, and other fasteners are secured properly). G. H. Meeting a customers service expectations means fixing the problem right the first time. As such, both the Technician and Service Advisor/Shop Foreman have a role in quality control. (Proceed to Step G) Did the vehicle pass the quality control inspection? (If yes, proceed to Step J. If not, proceed to Step H.) If the vehicle didnt pass inspection it is returned to a technician. The system will prompt management as to what direction should be taken, i.e., assign to original technician or reassign to a different technician. The Quality Control function should allow for Q & A of the worksheet for additional work. The system should capture QC-OK as part of records close-out. If the vehicle fails a Quality Control inspection twice, the procedural manual should state that management must be consulted as to the next step, i.e., review bulletins,contact Techline, etc. (Proceed to Work-In-Process Diagnosis) If a test drive is required following repair completion, the technician logs the entry into the Job Status Worksheet and performs the test drive. (Proceed to Step F)
System Support:
Job Status Process (as described in Step C) J. A mirror tag will be utilized which contains space for three signatures: Technician, Quality Control individual, and Service Advisor.
0
Process #4: Vehicle Service and Quality Control (continued) Best Practice:
J.
If the vehicle repair has been completed satisfactorily, the person performing the quality control inspection completes the Quality Control document and updates the system indicating that the QC check was performed (Proceed to Step K)
A mirror hanger tag or similar instrument is utilized for all repairs. This acknowledges the performance of a Quality Control Check. K. L. M. Whether or not a repair is a warranty repair has an impact on the disposition of the old parts. (Proceed to Step L or S) The technician will return all parts replaced under warranty to the Parts Department for parts return warranty purposes. (Proceed to Step M) The technician clocks off the R.O. when he has finished the work. (Proceed to Step N)
System Support:
Job Status Process (as described in Step C.) N. O. After the technician logs off the repair, he delivers the paperwork (R.O. Hardcopy, check sheet, etc.) to the Dispatcher as notification that the repair is completed. (Proceed to Step 0) If the vehicle is to be washed, the technician will give the keys or the vehicle to the porter who will be responsible for washing the vehicle. At this point, the technicians association with the vehicle ends and he/she is free to clock onto the next repair. (Proceed to Step Q)
System Support:
Each vehicle is inspected to remove dirt or smudges created during the repair process are removed. P. Q. The vehicle exterior is cleaned (if approval is given). A wash or no-wash record was logged on the computer at appointment or reception. (If approval is given, proceed to Step P. If no approval is given, proceed to Step V) Upon receipt of the customers vehicle from the Technician, the porter washes the vehicle in accordance with the customers wishes, taking care to remove any grease marks or soilage which may have occurred during the repair procedure. The porter also inspects the interior and cleans any soilage that might have occurred. (Proceed to Step R)
Process #4: Vehicle Service and Quality Control (continued) System Support:
R.
After the porter cleans the vehicle, he moves the vehicle to the designated staging area to await the customers arrival. He identifies the location of the vehicle via the online status tracking system. (Proceed to Step V)
Job Status Process (as described in Step C) S. T. If the repairs performed were not covered by warranty, the Technician will determine, via the R.O., if the customer requested his/her old parts returned. (Proceed to Steps T or U) If the customer requested return of his/her old parts, the technician will pack the parts in appropriate container and place them in the vehicle cargo area for presentation to the customer upon his/her return. Care must be taken so that the old parts do not soil any portion of the customers vehicle. (Proceed to Step M) If the customer did not request that old parts be returned, the technician will discard the old parts upon completion of the QC documents. Parts should be disposed using appropriate or designated disposal methods. (Proceed to Step M) After parking the customers vehicle and identifying its location, the porter returns the keys and all the paperwork to the Dispatcher to initiate the close out of the repair. (Proceed to Step W)
U. V.
System Support:
Job Status Process (as described in Step C) To indicate the vehicles location on-line, the Dispatcher, (Upon receipt of the keys from the porter, must log this information into the computer). W. X. Upon return of the vehicle to dispatch, the Dispatcher will notify the Service Advisor that the customer may be contacted. (Proceed to Step X) Upon receiving notification from the Dispatcher, the Service Advisor initiates the paperwork completion and customer contact process. (Proceed to Completing Paperwork and Service Delivery Process)

Vehicle Service and Quality Control - Process 4

D
Work In Progress: Sublet
A C
Technician Completes Repairs Test Drive Required? Pass? System Support Required : DMS Technician Documents Work Completed: Cause Complaint, Correction
Special Tools
B E
Work In Progress
N
Technician Performs Quality Control Check Visula, Static, Dynamic
Work In Progress: Diagnosis
I
Technician Updates System System Support Required : DMS
J M N
Technician Takes The R.O. Hard Copy to Dispatch Technician Delivers Car to Porter
Mirror Hanger
K L O
Repair Order
P
Wash Vehicle?
Technician Completes and Signs Quality Control Documents and Updates System Technician Returns Old Parts to Parts Department Technician Logs Off Repair System Support Required : DMS
Warranty?
Y N
Porter Washes Vehicle
Porter Parks Car and Identifies Location
N
T
Customer Wants Parts?
Technician Packs Old Parts and Returns With Vehicle
V
Porter Returns Keys and Paperwork to Dispatcher
W
Dispatcher Notifies Service Advisor System Support Required : DMS
X
Completing Paperowrk and Service Delivery
Technician Discards Parts

Process #5: Completing Paperwork and Service Delivery
A. B. C. D.
Vehicle repairs completed. Quality checks completed. The Service Advisor reviews, recaps, and reconciles the Repair Order with the invoice. The Service Advisor prints the invoice. Based upon repairs completed, the Service Advisor pulls the customers maintenance book out of the glove box and fills in the appropriate completed maintenance section.
Standard #8:
All vehicles will be ready when promised and Customers notified when their vehicles are ready. F. E. G. Service Advisor telephones and advises the customer of the final repair costs and explains what has been completed and the results of the repairs. The Service Advisor confirms the pick up times and reminds the customer of the rental car procedures. Service Advisor checks to see that the technician has signed, completed and properly attached the Q.C mirror tag to the customers vehicle. If the customer does not arrive on time or within an hour of pre-agreed time, the Service Advisor calls the customer. This is especially critical if the loan/rental car is going to another customer. If the customer cannot deliver or pick up vehicle. Service Advisor adjusts the loan car log and the service delivery schedule. The customer arrives at dealership and is greeted by the Service Advisor. Was the customer provided with a loan or rental vehicle? The Service Advisor checks car for mileage, condition and helps the customer remove personal items.
K.
H. I. J.
4
Process #5: Completing Paperwork and Service Delivery (continued) Standard #9:
L.
The Service Advisor offers to review the R.O. in detail. The Service Advisor discusses what was done, the cost and how this compares to the estimate. The Service Adjustor discusses maintenance book up dates and points out upcoming maintenance requirements.
Service Advisors will explain all service repairs and charges, deliver Customer vehicles, and discuss future service needs with the Customer. M. N. O. P. Q. R. S. T. U. V. W. X. The Service Advisor determines if the customer would like to road test the vehicle. After reviewing the repair order, the Service Advisor escorts the customer to the cashiers office. Service Advisor advises the porter to bring the customers car forward for customer delivery. The Service Advisor delivers the unit to the customer as he returns from the cashiers office. Before the customer enters the vehicle, the Service Advisor removes all protective items. The Service Advisor advises the customer that the used parts have been placed into the trunk as requested. The customer leaves. If the customer wants to go on a test drive, the porter retrieves the customers vehicle. The Service Advisor accompanies the customer on a short test drive offering detailed explanation of the work completed. The Service Advisor asks the customer if the problem has been resolved If the problem has been resolved, the Service Advisor directs the customer to the cashier. If the problem has not been resolved, the Service Advisor makes arrangements to secure alternate transportation if needed, and reschedule the repair date.

Completing Paperwork and Service Delivery - Process 5
C E
Service Advisor Confirms QC Mirror Tag is Complete and Signed Will Customer Arrive on Time? Service Advisor Greets Customer Loan/Rental Car Return? Service Advisor Calls Customer with Total Repair Cost and Confirms Service Delivery Time Service Advisor Prints Invoice Service Advisor Updates Customer Maintenance Log
F G H I J
Vehicle Service and Quality Control
Service Advisor Reviews Repair Order and Reconciles with Invoice
Service Advisor Checks in Car
N N
L
Service Advisor Explains Repairs to Customer Maintenance Book Quality Control Mirror Tag
K
Service Advisor Reschedules and Adjusts Loan Car/Rental Car Log if Applicable
M N O R
Porter Retrieves Customers Vehicle Service Advisor Delivers Vehicle Washed in Accordance with Customers Authorization Remove Service Protection Seat Cover and Floor Mats
S
Customer Leaves
Is the Repair a Comeback, Driveability, or NVH Problem?
Service Advisor Escorts Customer to Cashier
Return Old Parts As Requested
Porter Retrieves Clients Vehicle
U W
Service Advisor Performs Road Test with Customer to Demonstrate That Problem Has Been Corrected
Vehicle Problem Corrected? Service Advisor Escorts Customer to Cashier
Work In Progress
Process #6: Service Advisor Follow-up
A. B.
The Business office routes copies of repair orders to each Service Advisor. The Service Advisor will then mail thank you cards or letters to each service customer thanking them for the business and opportunity to serve. The Service Advisor follows up each service visit with a telephone call.
C.
Standard #10:
Customers will be contacted to ensure satisfaction Within 48 hours of the service visit. D. E. The Service Advisor asks the customer if they are satisfied with their recent service experience. If the customers experience was good, the Service Advisor thanks the customer, advises them of their next service interval, and informs them that the dealership will be sending a service reminder. If the customer had an unacceptable service experience, the Service Advisor inquires if the repair problem has been resolved. If the problem has not been fixed, or if there are new problems, the Service Advisor apologizes and offers to reschedule for correction. If the problem is not repair related, the Service Advisor asks the cause and them commits to appropriate action(s) that will meet customer expectation.
F. H.
G.

8 Service Operations Guide

Service Advisor Follow-Up - Process 6
B
Service Advisor Mails Thank You Card to Customer Good Experience? Service Advisor Calls Customer About Most Recent Service Experience
A C D
Business Office Routes Copy of Completed Repair Order to Respective Service Advisor
Service Advisor Thanks Customer and Advises Them That They Will Receive Service Reminders
Appointment Process Service Reminder Communication
Is There A Problem With The Vehicle?
Advisor Probes, Commits to Corrective Review
Service Advisor Offers to Reschedule to Correction
Service / Parts Facility and Staffing Guidelines
SERVICE/PARTS FACILITY AND STAFFING GUIDELINES Planning Volume(s) PV

The facility, personnel and equipment quantities and square footages listed below are based on annual Suzuki Dealership new vehicle sales planning volumes, (PV). This PV is classified into Tiers based on a pre-determined range of new Suzuki sales, see below: Tier = <00 PV Tier = 0 to 00 PV Tier = 0 to 00 PV Tier 4 = 0> PV
Note:
This Section can be used as a survey checklist for new or buy/sell dealers.
CATAGORY
Service Center
ITEM
Service Stalls
YES/NO OR QTY/SIZE
Qty
GUIDE
Tier , to Stalls w/ Lifts Tier , to 8 Stalls w/Lifts Tier , 8 to Stalls w/Lifts Tier 4, to Stalls w/Lifts (Minimum 2 Stalls w/ lift for Tier 1, required) 00 sq. ft. minimum per stall. (15 ft. wide x 20 ft. deep) Tier , Tier , Tier , Tier 4, Advisor w/Stall Advisors w/Stalls Advisors w/Stalls 4 Advisors w/Stalls
Service Stall
Sq. Ft.
Service Advisor(s)/ Stalls
Qty
Service Advisors Stall Service Write-Up Drive
Sq. Ft.
Sq. Ft. each minimum
Qty
Tier , Tier , Tier & 4,
Write-up Drive or Write-up Drives Write-up Drives
Service Directional Sign
Qty
Service Direction Sign, all Tiers

Service / Parts Facility and Staffing Guidelines
SERVICE/PARTS FACILITY AND STAFFING GUIDELINES (continued)

YES/NO OR QTY/SIZE
Sq. Ft. Qty
CATAGORY
Service Center
ITEM
Service Manager Office Customer Parking Spaces
GUIDE
1 Service Managers office all Tiers, (120 sq. ft. minimum) Tier , Tier , Tier , Tier 4, 0 40 40 sq. ft. 400 sq. ft.
Service Customer Lounge Parts Department Parts Storage Floor Space Parts Mgr. Office Parts Retail Counter Space Technician Parts Counter Space Dedicated Delivery DD Service/Parts Department Staff Service Manager Service Advisor
Sq. Ft. Sq. Ft. Sq. Ft. Sq. Ft.
Tier & , Tier & 4,
sq. ft per service stall All Tiers, 1 Parts Manager office all Tiers, (105 sq. ft. minimum) (50 sq. ft minimum).
Sq. Ft.
(50 sq. ft minimum).
Sq. Ft. Y/N Qty
Shipping and receiving DD (90 sq. ft). Service Manager, may handle other models. (may be dualed) Tier 1 & 2, 1 Exclusive Service Advisor Tier 3, 3 Service Advisors (1 Exclusive) Tier 4,, 4 Service Advisors (may be dualed) Service stall ratios is 0.5 to 1 x 1 (minimum two Technicians for Tier 1 required) Technicians must have obtained at least Suzuki Bronze Certification. (Within 6 months for new dealer start up.) Parts Manager (may be dualed)
Service Technicians Service Technician Training Parts Manager
Qty Y/N
Y/N
0
Service / Parts PC Requirements
SUZUKI DEALERSHIP SERVICE and PARTS Minimum PC Requirements

Suzuki dealership Parts and Service operations have two different types of Minimum PC requirements. 1. Suzuki Connect dealer communication system for all business applications such as; warranty processing, parts ordering, technical information, etc. TISWEB and Pass-Through in-shop PC, for product diagnosis and on-board ECM reprogramming applications.
2.
Suzuki Connect PC Application
PC with Suzuki Connect capabilities located in; Parts Department, Service Office and one at each Service Advisor Station.
Suzuki Connect PC Specification

FEATURE
CPU
SPECIFICATION
Clock Speed: 2GHz or greater Memory: XP512 MB RAM or greater VISTA: 2 GB RAM or greater Hard Disk: Minimum 500 MB free space (for software Install)
YES/NO
_____
Hard Drive
_____
Internet
Internet Explorer 6.0 (8.0 Recommended) High Speed Internet Connection (DSL, Cable Modem, T1) Ethernet Network Card 17 SVGA Color Monitor or greater (for EPC) 1024 x 768 Screen Resolution (highest (32bit) or True Color)
_____
Monitor
_____
Operating System
Windows XP Professional or Vista Business/Ultimate Adobe Acrobat Reader 6.0 (8.0 Recommended)
_____
Video
3D Accelerator Card/w 128 MB Video RAM (Required for Vista)
_____

Service / Parts PC Requirements
IN-SHOP PC Application
High Speed Internet Access for TISWEB and Pitstop Connectivity. Hardware Requirements: PC, Monitor, Printer combination. Portable In service bay capability, (Roll around cart recommended).
In-Shop PC Specification
FEATURE CPU Hard Drive RAM Video Memory Optical Drive (CD-ROM/DVD) Communication Ports Network Adapter DESKTOP SPECIFICATION Intel Pentium 4, . GHz or higher 0GB ATA or higher MB SDRAM or Higher MB RAM or Higher 40X/16X CD/DVD combo drive USB .0/.0 Ports, Parallel, Serial YES/NO _____ _____ _____ _____ _____ _____ _____ LAPTOP SPECIFICATION Intel Pentium M/Centrino . GHz or higher 0GB ATA or higher MB SDRAM or Higher MB RAM or Higher CD/DVD combo drive USB .0/.0 Ports, Parallel, Serial, Type II PCMCIA Slot NIC Ethernet Integrated 0/00/000 *Wireless NIC optional Microsoft Windows 000 Professional SP4 or XP Professional SP Internet Explorer 6.0 SP1 or Higher .4. or later Current version of commercially available virus protection YES/NO _____ _____ _____ _____ _____ _____ _____
Integrated PCI or ISA Ethernet Network Interface Card 0/00/000 Microsoft Windows 000 Professional SP4 or XP Professional SP Internet Explorer 6.0 SP1 or Higher .4. or later Current version of commercially available virus protection
Operating System
_____
_____
Internet Browser Java Runtime Environment Anti-Virus Software
_____ _____
_____ _____
_____
_____
* USB to Serial Port Adapter May Be Purchased if PC Does Not Include RS Serial Port.

Essential Tools
ESSENTIAL TOOLS
Essential tools are required; dealerships must order as part of appointment process. Added tools will be automatically shipped and billed to the non-vehicle account.
DESCRIPTION MODEL AERIO ESTEEM FORENZA/ RENO GRAND VITARA SAMURAI SIDEKICK SIDEKICK SPORT SWIFT SX4 VERONA VITARA X90 XL-7 / XL7 AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7 YES/NO
IMAGE
ITEM NUMBER 00-00
SDS TOOL KIT
____
0-0
OIL SEAL GUIDE
____
0-8
OIL SEAL INSTALLER
AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7
____
0-0
OIL SEAL REMOVER
AERIO XL-7 / XL7
____
0-00
BEARING/GEAR PULLER (40-60mm)
____
0-0
BEARING INSTALLER TOOL
AERIO GRAND VITARA XL-7 / XL7
____
0-0
BEARING INSTALLER
AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7
____
0-0
BEARING INSTALLER
____
0-400
CLUTCH RELEASE BUSHING REMOVER
AERIO ESTEEM SWIFT
____

Essential Tools
ESSENTIAL TOOLS (continued)

IMAGE ITEM NUMBER 0-00 DESCRIPTION BEARING INSTALLER MODEL AERIO ESTEEM ____ YES/NO
0-80
BEARING INSTALLER
AERIO GRAND VITARA VITARA XL-7 / XL7
____
0-840
BEARING INSTALLER
____
0-80
BEARING INSTALLER
AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7 AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7
____
0-80
BEARING REMOVER JIG
____
0-0
TAPPET HOLDER
GRAND VITARA SX4
____
0-400
QUICK JOINT REMOVER, FUEL
AERIO ESTEEM GRAND VITARA XL-7 / XL7
____
0-400
CLUTCH RELEASE BUSHING REMOVER
AERIO ESTEEM SWIFT ____
0-0
FLANGE HOLDER
GRAND VITARA VITARA XL-7 / XL7
____
4
Essential Tools

IMAGE ITEM NUMBER 0-400 DESCRIPTION JOINT PIPE MODEL AERIO ESTEEM ____ YES/NO
0-4
BEARING PULLER (2035mm)
____
04-00
SYNCHRONIZED HUB INSTALLER
AERIO XL-7 / XL7
____
04-00
SYNCHRONIZED HUB INSTALLER BEARING AND OIL SEAL HANDLE
XL-7 / XL7
____
04-40
____
0-40
OIL SEAL INSTALLER
AERIO XL-7 / XL7
____
0-80
TRANSMISSION GEAR, BUSHING & BEARING INSTALLER ATTACHMENT CLUTCH RELEASE BUSHING REMOVER
ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7
____
0-400
AERIO ESTEEM ____
0-80
GEAR SHIFT OIL SEAL INSTALLER
ESTEEM GRAND VITARA VITARA XL-7 / XL7
____

Essential Tools

IMAGE ITEM NUMBER 0-880 DESCRIPTION BEARING PULLER ATTACHMENT MODEL AERIO ESTEEM ____ YES/NO
0-8
BEARING INSTALLER
____
0-0
OIL SEAL INSTALLER
AERIO
____
0-4800
UNIVERSAL JOINT ASSEMBLING TOOL BEARING REMOVER ATTACHMENT
GRAND VITARA VITARA XL-7 / XL7 AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7
____
0-800
____
0-8
BEVEL PINION MOUNTING DUMMY/GAUGE SET
____
0-080
OUTPUT SHAFT REMOVER
____
0-00
GEAR HOLDER
ESTEEM ____
0-00
GEAR HOLDER
AERIO
____

Essential Tools

IMAGE ITEM NUMBER 08-00 DESCRIPTION REDUCTION DRIVE HOLDER AERIO ____ MODEL YES/NO
00-004
SLIDING SHAFT ROTOR REMOVER
AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7 AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7 ESTEEM GRAND VITARA VITARA XL-7 / XL7 AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7
____
0-00
AIR BAG LOAD TOOL
____
0-00
CONNECTOR TEST ADAPTER KIT AIR BAG DEPLOYMENT HARNESS
____
0-0
____
0-00
CONNECTOR TEST ADAPTER SET
____
0-0
DEPLOYMENT ADAPTER CABLE
AERIO XL-7 / XL7
____
0-0
XL-7 / XL7 ____
0-0
DIAGNOSIS ADAPTER CABLE
____

Essential Tools

IMAGE ITEM NUMBER 0-80 DESCRIPTION ADAPTER CABLE MODEL AERIO GRAND VITARA XL-7 / XL7 YES/NO
____
0-8
GRAND VITARA
____
0-8
ADAPTER CABLE
____
0-840
ADAPTER CABLE
AERIO GRAND VITARA XL-7 / XL7 SX4
____
0-00
SX4 ECM test Harness
____
0-00
ECM Test Harness
GRAND VITARA
____
040-440
SWING ARM ADJUSTER LOCK NUT
AERIO
____
040-0
BEARING INSTALLER
____
040-
DIFFERENTIAL BEARING INSTALLER
____
8
Essential Tools

IMAGE ITEM NUMBER 040-40 DESCRIPTION BEARING INSTALLER MODEL AERIO ESTEEM ____ YES/NO
040-40
BEARING INSTALLER ATTACHMENT
____
04-4004
BEARING INSTALLER ATTACHMENT
AERIO
____
04-4
BEARING OUTER RACE REMOVER BEARING REMOVER (D: 30mm MIN)
AERIO ESTEEM
____
04-4
AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7
____
04-4
BEARING INSTALLER
GRAND VITARA
____
04-
SLIDING HAMMER
AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7 AERIO ESTEEM SWIFT
____
04-
AXLE SHAFT REMOVER
____
04-
WHEEL HUB REMOVER
____

Essential Tools

IMAGE ITEM NUMBER 044-00 DESCRIPTION OIL SEAL INSTALLER MODEL ESTEEM GRAND VITARA VITARA XL-7 / XL7 YES/NO
____
044-00
BEARING INSTALLER
AERIO
____
044-80
BEARING INSTALLER SUPPORT
AERIO XL-7 / XL7
____
04-80
TPMS TEST TOOL
VERONA XL-7 / XL7
____
00-00
BOOSTER PISTON ROD GAUGE
AERIO ESTEEM GRAND VITARA SWIFT VITARA
____
0-00
WHEEL BEARING TIGHTENING TOOL
____
0-00
CONTROL ARM BUSHING REMOVER
____
0-080
BEARING INSTALLER
____
0-00
OIL SEAL INSTALLER
____
40
Essential Tools

IMAGE ITEM NUMBER 0-400 DESCRIPTION CONTROM ARM BUSHING REMOVER MODEL YES/NO
____
0-00
BEARING INSTALLER
____
0-00
BOOSTER PISTON ROD ADJUSTER
____
0-0
BOOSTER PISTON ROD ADJUSTER FRONT SENSOR ROTOR INSTALLER
GRAND VITARA XL-7 / XL7
____
0-80
____
00-80
EVAPORATIVE EMISSIONS TESTER
AERIO ESTEEM FORENZA/ RENO GRAND VITARA SIDEKICK SIDEKICK SPORT SWIFT VERONA VITARA X90 XL-7 / XL7 AERIO
____
0-40
QUICK JOINT REMOVER
____
0-40
QUICK JOINT REMOVER
AERIO ____
-0080
SUZUKI SDT WITH OSCILLOSCOPE
SX4
____
4
Essential Tools

IMAGE ITEM NUMBER -000 DESCRIPTION TECH KIT MODEL AERIO ESTEEM FORENZA/ RENO GRAND VITARA SIDEKICK SIDEKICK SPORT SWIFT VERONA VITARA X90 XL-7 / XL7 GRAND VITARA YES/NO
____
-000
KEYLESS ENTRY FOB TESTER
____
-00
SPECIAL TOOL STORAGE CABINET
____
CH-480
EVAP SERVICE ACCESS PORT TOOL CAM GEAR LOCKING TOOL
XL-7 / XL7
____
CLT-00AKS
FORENZA/RENO
____
DW0-0-0
CRANKSHAFT PULLEY HOLDER
VERONA
____
DW0-0-0
PULLEY INSTALLER/ REMOVER
VERONA
____
DW0-40
CHAIN COVER INSTALL GUIDE PIN
VERONA ____
DW0-80-0
FRONT OIL SEAL INSTALLER
VERONA
____
4
Essential Tools

IMAGE ITEM NUMBER DW0-80-0 DESCRIPTION REAR OIL SEAL INSTALLER VERONA ____ MODEL YES/NO
DW0-00-0
AXLE SEAL INSTALLER (LH)
FORENZA/RENO VERONA
____
DW0-00-0
AXLE SEAL INSTALLER (RH)
FORENZA/RENO VERONA
____
EN-40
SPARK PLUG TUBE SEAL GUIDE CAMSHAFT ACTUATOR VALVE SEAL REMOVER/ INSTALLER WATER PUMP PULLEY HOLDING TOOL
XL-7 / XL7
____
EN-40
XL-7 / XL7
____
EN-404
XL-7 / XL7
____
EN-40
CAMSHAFT LOCKING TOOL
XL-7 / XL7
____
EN-40
FLYWHEEL HOLDING TOOL
XL-7 / XL7 ____
EN-408
XL7 TIMING CHAIN RETENTION TOOL ROLLER CHAIN ONLY
XL-7 / XL7
____
4
Essential Tools

IMAGE ITEM NUMBER EN-40 DESCRIPTION ENGINE FRONT COVER INSTALLATION GUIDE PINS XL-7 / XL7 ____ MODEL YES/NO
EN-4
CRANKSHAFT ROTATION SOCKET
XL-7 / XL7
____
EN-44
ENGINE LIFT BRACKETS
XL-7 / XL7
____
EN-4
VALVE STEM KEY REMOVER/INSTALLER OFF - VEHICLE VALVE SPRING COMPRESSOR ADAPTER
XL-7 / XL7
____
EN-4
XL-7 / XL7
____
EN-48
REAR CRANK PROTECTOR
XL-7 / XL7
____
EN-48
Timing Chain Retention Tool
XL-7 / XL7
____
GE-44-0A
EVAP TESTER FUEL CAP ADAPTER
GRAND VITARA ____
HG400-AKS
HEAT GUN W/ CURVED METAL HEAT SPREADER
____
44
Essential Tools

IMAGE ITEM NUMBER J-02619-A DESCRIPTION SLIDE HAMMER XL-7 / XL7 ____ MODEL YES/NO
J-1859A
STEERING WHEEL PULLER
XL-7 / XL7 ____
J-24254-A
REAR AXLE SEAL INSTALLER (PREVIOUS TOOL UNAVAILABLE, USE THIS WITH DRIVER J-5590) OIL SEAL INSTALLER
XL-7 / XL7
____
J-29184
XL-7 / XL7
____
J-33832
REAR BEARING INSTALLER
XL-7 / XL7 ____
J-36667
LOCK PLATE ADAPTER (TILT)
VERONA
____
J-37105-C
FRONT HUB SERVICE KIT
FORENZA/RENO VERONA ____
J-38416-2
PLUG
XL-7 / XL7 ____
J-38715-A
TOOL, DRIVER/ PASSENGER SIR LOAD
XL-7 / XL7
____
4
Essential Tools

IMAGE ITEM NUMBER J-38826 DESCRIPTION KIT, K-M, HARNESS XL-7 / XL7 ____ MODEL YES/NO
J-41239-B
COOLER PIPE SEAL INSTALLER/REMOVER
XL-7 / XL7
____
J-41998-B
CRANKSHAFT BALANCER INSTALLER
XL-7 / XL7
____
J-42059
CIG. LIGHTER SOCKET REMOVER STEERING WHEEL PULLER LEGS
XL-7 / XL7
____
J-42578
XL-7 / XL7
____
J-44467
OUTPUT SHAFT ASSEMBLY REMOVER AND INSTALLER AXLE SEAL INSTALLER
XL-7 / XL7
____
J-44809
XL-7 / XL7
____
J-45027
TIMING CHAIN TENSION UNLOADER TOOL
XL-7 / XL7 ____
J-45201
REMOVER, COOLER LINE SEAL
XL-7 / XL7
____
4
Essential Tools

IMAGE ITEM NUMBER J-45289 DESCRIPTION CONTROLLER AREA NETWORK DIAGNOSTIC INTERFACE - CANDI MODULE AXLE SHAFT REMOVER XL-7 / XL7 ____ MODEL YES/NO
J-45341
XL-7 / XL7
____
J-45722
FUEL SENDER LOCK RING WRENCH
XL-7 / XL7
____
J-45880-100
ORIFICE UPDATE KIT
XL-7 / XL7
____
J-5590
BEARING INSTALLER (TO BE USED WITH J-24254-A)
XL-7 / XL7
____
J-6125-1B
SLIDE HAMMER WITH ADAPTER
XL-7 / XL7
____
KM-0-B
REMOVAL PLATE
VERONA
____
KM-08-A
REMOVER/INSTALLER
VERONA ____
RCT084-MA
FULL-CYCLE RACHETING CRIMP TOOL
____
4
Essential Tools

IMAGE ITEM NUMBER SPX3000118 DESCRIPTION MB TECH II MEMORY CARD XL-7 / XL7 ____ MODEL YES/NO
TPG-00-AKS
Tire Pressure Gauge
AERIO ESTEEM FORENZA/ RENO GRAND VITARA SAMURAI SIDEKICK SIDEKICK SPORT SWIFT SX4 VERONA VITARA X90 XL-7 / XL7
____
48
Required Service Shop Equipment
REQUIRED SERVICE SHOP EQUIPMENT

DESCRIPTION Battery Charger and Tester A/C Leak Detector Head Light Aiming Kit Floor Jack Hydraulic Press Jack Stands Work Benches OTC (16-1510) OTC STINGER 0-TON (16-2020) OTC (Various available) SHURE (17-019292) SUGGESTED Mfg MODEL
Required tools must be present, or on order for new or buy/sell dealers. These are generic shop items; substitute equivalents are acceptable. Use as a checklist.
YES/NO QTY GUIDE All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, Tier , to Tier , to 8 Tier , 8 to Tier 4, to All Tiers, All Tiers, Tier , to Tier , to 8 Tier , 8 to Tier 4, to EQUIVELENT ON HAND or ORDERED (Y/N)
Midtronics GR8-00 , GR8 00 TIF ZX-1 (16-TIFZX-1)
ShopVise Bench Grinder w/Pedestal Drop Light
Air Compressor System Roll Around Waste Oil Drain
CHAMPION (27-HR1012230/PKG) Self Evacuation Waste Oil Drain (289-123-3613)
Tier 1, 1x5hp Tier 2, 3&4, 2x7hp Tier , Tier , 4 Tier , Tier 4,
4
Required Service Shop Equipment
REQUIRED SERVICE SHOP EQUIPMENT (continued)

DESCRIPTION ,000 lb. Hi-Lift Transmission Jack A/C Service Equipment SUGGESTED Mfg MODEL OTC (16-1728) Robinair Cool Tech (42-34788) R4A Recycler Station Pro-Cut/PFM 9.0 (38-PFM 90.5) YES/NO QTY GUIDE All Tiers, All Tiers, EQUIVELENT ON HAND or ORDERED (Y/N)
Brake Lathe (On-Car)
All Tiers,
Wheel Balancer Vehicle LLift (10,000 lb. Capacity)
Hunter GSP00 Series (1-GSP972200) Rotary Two-Post Lift (39-A101RA)
All Tiers, Tier , to Tier , to 8 Tier , 8 to Tier 4, to All Tiers, All Tiers, All Tiers, All Tiers, All Tiers,
Tire Changer Vacuum Pump and Gauge Waste Oil Tank/System Parts Cleaning Tank
Hunter TC3500 Series (1-TC3500SS)
Power Train Lift (2,500 lb. OTC Power Train Lift (16-1595) Capacity) Shop Auto Exhaust Gas Removal System Management and Administration PCs (For Suzuki Connect Communication) EuroVent (Various Models) Dell Series Optiplex 755 Mini Tower with LCD Monitor (see Parts and Service PE Standards for Hardware Specifications
All Tiers, Tier 1, Parts Officer, Service Officers & Adviser Desk Tier , &4, Add PC for each Service Advisor All Tiers, 1 (Portable, Wireless Recommended)
In Service Shop PC (For TISWEB and Pass-thru Communication)
Panasonic Toughbook CF0 with CF-VDR0 U DVD/CD Drive
0
Recommended Tools and Equipment
RECOMMENDED SERVICE SHOP EQUIPMENT

DESCRIPTION Engine Analyzer Cooling system pressure tester Fuel injector pressure tester Hub Resurfacing Kit Hydraulic engine hoist Engine stand Soldering gun Shop vacuum Buffer polisher Vacuum brake bleeder Ridge reamer Strut spring compressor Outside micrometer set Dial indicator with mag base Dial caliper Straight edge Pedestal oil drain OTC (16-6070A) VACULA (85-12-18-9989) OTC (16-7942A) OTC (16-2002) OTC Engine Stand - 0 Ton (16-2012) SUGGESTED Mfg MODEL SUN S1S900 Series (Various models) YES/NO QTY GUIDE All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, Tier , Tier , 4 Tier , Tier 4, EQUIVELENT ON HAND or ORDERED (Y/N)

RECOMMENDED SERVICE SHOP EQUIPMENT (continued)

DESCRIPTION Overhead reels SUGGESTED Mfg MODEL YES/NO QTY GUIDE Tier , Tier , 8 Tier , Tier 4, Tier , Tier , Tier(s) 3&4,3 Tier , Tier , Tier(s) 3&4,3 Tier , Tier , Tier(s) 3&4,3 All Tiers, BROADWAY (various models) Accu-turn (54-7002) All Tiers, All Tiers, EQUIVELENT ON HAND or ORDERED (Y/N)
Fluid pumps
Portable gear oil dispense Oil inventory control system Bulk oil storage tank Car wash system Hot/high pressure washes Brake disc/drum lathe with adapters and accessories Brake dust removal system Chassis dynamometer Valve and valve seat reconditioning Brake washer
HUNTER (1-BL505-AB and 1-201668-1)
All Tiers,
All Tiers, All Tiers, All Tiers,
All Tiers,
Brake drum micrometer
All Tiers,

RECOMMENDED SERVICE SHOP EQUIPMENT (continued)

DESCRIPTION Floor scrubber Car (down) pusher Fuel caddy Black light Oil filter crusher Key cutter Key storage system Extra Duty Power Pusher (60-NSP4) SUGGESTED Mfg MODEL YES/NO QTY GUIDE All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, All Tiers, EQUIVELENT ON HAND or ORDERED (Y/N)
Jump starter
All Tiers,
4-Wheel Alignment System
Hunter Series 811 (1-WA223 and RX-9-43)
All Tiers,

NOTES: _________________________________________________________________________________
__________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________
4
Service Support Materials
DEALER SERVICE SUPPORT MATERIALS
All the Service Support Materials shown below are supplied automatically by ASMC. There are no initial set up or periodic dealer costs for any technical service materials. To support the cost for all service materials every dealer is charged a $00.00 monthly Technical Service Information Fee. All written technical service information, owners manuals, tools, shop equipment, along with diagnostic and pass-thru software may be accessed or ordered through the Suzuki Pitstop. The Pitstop is an internet web site for dealers, it is pass word protected via access through the Suzuki Connect dealer communication system. A complete set of printed Service Manuals (past 7 years) is supplied to each New Dealer or incoming Buy/Sell Dealer. A new printed Service Manual is supplied for each new model and all model year changes.
Suzuki Pit Stop (Electronic Service Information)
Printed Technical Service Manuals (Literature Kit)
Use this as a survey check list for new or buy/sell dealers.

ITEM NUMBER 00-D0-E 00-D0-E 00-D0-E DESCRIPTION 2002 XL-7 SERVICE MANUAL (PRINTED VERSION) 2003 GRAND VITARA / XL-7 SERVICE MANUAL (PRINTED VERSION) 2004 GRAND VITARA / XL-7 SERVICE MANUAL (PRINTED VERSION) 00 AERIO SERVICE MANUAL (PRINTED VERSION) 00 AERIO SERVICE MANUAL (PRINTED VERSION) 004 AERIO SERVICE MANUAL (PRINTED VERSION) YES / NO
00-4G00-E 00-4G0-E
00-4G0-E

DEALER SERVICE SUPPORT MATERIALS (continued)

ITEM NUMBER 00-0G0-E 00-D0-E 00-D40-E DESCRIPTION 00 ESTEEM SERVICE MANUAL (PRINTED VERSION) 00 VITARA/GRAND VITARA SERVICE MANUAL (PRINTED VERSION) 00 VITARA SERVICE MANUAL (PRINTED VERSION) 004 VITARA SERVICE MANUAL (PRINTED VERSION) 004 VERONA SERVICE MANUAL (PRINTED VERSION) 2005 GRAND VITARA/XL-7 SERVICE MANUAL (PRINTED VERSION) 2006 Grand Vitara/XL-7 SERVICE MANUAL (PRINTED VERSION) 00 AERIO SERVICE MANUAL (PRINTED VERSION) 00 AERIO SERVICE MANUAL (PRINTED VERSION) 00 AERIO SERVICE MANUAL (PRINTED VERSION) 00 GRAND VITARA SERVICE MANUAL (PRINTED VERSION) 2007 Grand Vitara Service Manual (Printed Version) 2007 XL7 SERVICE MANUAL (PRINTED VERSION) YES / NO
00-D0-E 00-8Z00-E 00SD40-E
00SD0-E 00S4G0-E 00S4G40-E
00S4G0-E 99500S66J00-33E 00Sj0-E 99500S78J00-33E

DEALER SERVICE SUPPORT MATERIALS (continued)

ITEM NUMBER 99500S80J00-33E 00S8Z00-E 00-S8Z0-E 00S8Z0-E DESCRIPTION 2007 SX4 SERVICE MANUAL (PRINTED VERSION) 004 FORENZA SERVICE MANUAL (PRINTED VERSION) 00 FORENZA/RENO SERVICE MANUAL (PRINTED VERSION) 00 FORENZA/RENO SERVICE MANUAL (PRINTED VERSION) 00 FORENZA/RENO SERVICE MANUAL (PRINTED VERSION) 00 VERONA SERVICE MANUAL (PRINTED VERSION) 00 VERONA SERVICE MANUAL (PRINTED VERSION) 00-00 VITARA/GRAND VITARA UNIT REPAIR MANUAL (PRINTED VERSION) /000/00 SWIFT WIRING DIAGRAM MANUAL (PRINTED VERSION) 2001 XL-7 WIRING DIAGRAM MANUAL (PRINTED VERSION) 8//000/00 ESTEEM WIRE DIAGRAM MANUAL (PRINTED VERSION) /000/00 VITARA/GRAND VITARA WIRING DIAGRAM MANUAL (PRINTED VERSION) YES / NO
00S8Z0-E 00-S8Z0-E 00S8Z0-E
0-D0-E -G40-E -D00-E -0G0-E -D0-E

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American Suzuki Motor Corporation 3251 E. Imperial Hwy Brea, CA 92821

Printed in the USA

Service Operations Guide: American Suzuki Motor Corporation 3251 E. Imperial Hwy Brea, CA 92821

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American Suzuki Motor Corporation 3251 E. Imperial Hwy Brea, CA 92821

VS1-SER-SO-V1080501 Printed indate:USA Print the 5/08

Service Operations Guide

Introduction and Table of Contents

Service Operations Guide

Introduction and Table of Contents

DEFINITIONS Required or Requirement Recommended Guideline Standard Essential

Service Operations Guide

Suzuki Service Process - Suzuki Way of Service

SUZUKI SERVICE PROCESS

Service Standards Standard #1 Standard #2 Standard #3 Standard #4

Standard #5 Standard #6 Standard #7 Standard #8 Standard #9

Service Operations Guide

Suzuki Service Process - Suzuki Way of Service

Process #1: Appointment Process Standard #1:

The customer contacts dealership to request service appointment

Service Operations Guide

Suzuki Service Process - Suzuki Way of Service

Process #1: Appointment Process (continued)

System Support Required:

System Support Required:

Service Operations Guide

Suzuki Service Process - Suzuki Way of Service

Process #1: Appointment Process (continued) System Support Required:

System Support Required:

Follow Up Process, Service Reminder

Customer Requests Appointment

Service Advisor Identifies Customer

Service Advisor Reviews Customer Transportation Needs

Service Operations Guide

Delivery Process, Update Maintenance Log

System Support Required : DMS

Service Advisor Obtains Customer Data

Service Advisor Adds To Appointment Schedule

Service Advisor Provides Client With Appointment Options and an Estimate

Customer Confirms Appointment?

Service Department Attempts to Reschedule System Support Required : DMS

System Support Required : Labor Time Guide

System Support Required : DMS

Parts Ordering Process

Note Confirmation, Reception, Write-ups and Estimates

Reception, Write-ups and Estimates

Suzuki Service Process - Suzuki Way of Service

Service Operations Guide

Suzuki Service Process - Suzuki Way of Service

Process #2: Reception, Write-ups and Estimates

Service Operations Guide

Suzuki Service Process - Suzuki Way of Service

Process #2: Reception, Write-ups and Estimates (continued)

System Support: Standard #3:

Service Operations Guide

Suzuki Service Process - Suzuki Way of Service

Process #2: Reception, Write-ups and Estimates (continued)

Service Operations Guide

Suzuki Service Process - Suzuki Way of Service

Process #2: Reception, Write-ups and Estimates (continued)

Customer Sets Appointment

System Support Required : DMS

Service Operations Guide

Check Availability and Reschedule

System Support Required : DMS