Table of Contents iii

Table of Contents

Contents
Table of Contents ........................................................................................................................... iii
History and Mission ........................................................................................................................ v
History......................................................................................................................................... v
Mission ........................................................................................................................................ v
Chapter 1: Proper Work Etiquette and Job Positions...................................................................... 3
How to Present Yourself At Work .............................................................................................. 3
How to Talk to Customers .......................................................................................................... 3
Job Positions and Descriptions ................................................................................................... 4
Shop Positions ............................................................................................................................. 5
Chapter 2: Backroom Equipment and Tire Basics .......................................................................... 9
Tools: .......................................................................................................................................... 9
Repair Station: ............................................................................................................................ 9
Tire Changers: ............................................................................................................................. 9
Balancer: ..................................................................................................................................... 9
Lifts and Jacks: ......................................................................................................................... 10
Compressors:............................................................................................................................. 10
Tire Basics ................................................................................................................................ 10
Tire Terminology: ................................................................................................................. 10
Load Range: .......................................................................................................................... 12
Speed rating: ......................................................................................................................... 12
Chapter 3: Working on the Vehicle .............................................................................................. 17
Pulling the Vehicle In ............................................................................................................... 17
Before Pulling the Vehicle In: .............................................................................................. 17
Pulling the Vehicle In: .......................................................................................................... 17
After pulling the Vehicle In: ................................................................................................. 17
Staging the Vehicle ................................................................................................................... 17
Before Raising: ..................................................................................................................... 18
Using the Lift: ....................................................................................................................... 18
Using Floor Jacks:................................................................................................................. 18
iv Discount Tire Company Reference and Training Guide
Removing the Assembly ........................................................................................................... 18
Reinstalling the Assembly ........................................................................................................ 18
Chapter 4: Tire Changing.............................................................................................................. 20
Dismounting the Tire ................................................................................................................ 20
Loosening the Bead: ............................................................................................................. 20
Dismounting the Tire: ........................................................................................................... 20
Remounting the Tire ................................................................................................................. 22
Balancing the Assembly ........................................................................................................... 23
Index ............................................................................................................................................. 25

History and Mission v
History and Mission

History

Discount Tire Company has more than 870 in 28 states. A single man named Bruce T. Halle
started all of this when he opened his first store
in Ann Arbor, Michigan. He had nothing but a
single air tank, 6 tires, and a rented building to
build a company that is now the worlds largest
tire and wheel retailer. He did this by always
putting the customer first, and by offering an
every day low price that is hard for almost any
company to beat.
Mission
The mission statement for Discount Tire Co. is:
To be the best, our unique success is based on
caring for and cultivating people, delighting our
customers, and growing responsibly. Bruce
Halle created this mission statement for every
Discount Tire Co. employee to live by while
they are helping out customers. He has also
created an almost perfect set of rules about how
every store should be set up and how every
employee should act.
But the main mission of Discount Tire Co. is to give the customer the best possible experience
by being both a trusted expert when is comes to tires and wheels and also offering an everyday
low price promise that beats most tire companys.
Discount Tire does not only offer a great service to its customers but also to its employees.
Discount Tire offers plenty of opportunities that can allow for an employee to move up the
company ladder and make as much money as they want.



Fly page Chapter 1
Chapter 1 3
Chapter 1: Proper Work Etiquette and Job Positions

How to Present Yourself At Work
At Discount Tire Co. we pride ourselves on looking profession and being a trusted expect. The
reason for this is that a customer feels more comfortable buying tires or wheels if they feel like
they can trust us with what we are saying. As an employee for Discount Tire Co. there is a strict
set of guidelines that one must follow before you even coming to work.
These are the guidelines that must be followed:
1. Every employee must be freshly shaved.
2. Employees should come too ready to work, because if youre going slowly so will the
rest of the shop.
3. Uniform must consist of a Discount Tire Co. collared shirt (will be provided), and black
pants or shorts.
4. If wearing pants they must go past the knee.
5. Uniforms must be washed and presentable; no
holes, grease stains, or dirt on Pants or
Shirt.
6. Hair must be cut: must not go past the ear lope.
7. Safety glasses must be worn at all times if in you
are in the shop: Must be Z87 safety glasses.
8. No smoking or doing chewing tobacco while on the
clock.

How to Talk to Customers
The way that employees communicate with the customers
that come to Discount Tire Co. is a very important part of
the tire buying experience that comes from shopping with
Discount Tire. If an employee doesnt not talk to a
customer perfectly every time it might make the customer
not want to come back to Discount Tire. If this occurs that
one customer that had a bad visit might go tell their friends
about it and that could end up in a loss in business for us.
At Discount Tire Co. we strive for every customer to have
the best experience possible while doing business with us.
Steps to talking to customers:
1. A customers experience starts as soon as they walk through the front door, so when that
happens the customers should be immediately greeted. Examples of things to say include,
Welcome to Discount Tire, we appreciate you coming and will be with you
4 Discount Tire Company Reference and Training Guide
momentarily. or Welcome to Discount Tire, my name is (enter name) how may I help
you today.
2. Employees should be familiar with anything and everything that a customer may ask
about. The reason for this because the employees at Discount Tire are trusted experts.
Being a trusted expert will make the customer feel good about coming to do business
with Discount Tire because they will be properly informed about the things that are need
for the customer to leave safer than they came in.
3. As a technician in the shop an employee should always use the 25-foot rule. This is that if
an employee is working on a vehicle and a customer is close by the employee should just
ask the customer if they are having a good visit with Discount Tire, or to just talk to them
in general. This will make the customer feel like they are welcome at Discount Tire, and
make them want to come back due to a good experience.
4. As a Service Coordinator the employee will be the one pulling out the customers vehicle
and telling the customer what exactly was done on their vehicle. The reason why this
must also be performed absolutely perfect is because if there was a work that was
suppose to be done on the vehicle but wasnt and customer has the opportunity inform the
service coordinator and the proper work can be performed on the vehicle.
5. Always remember to shake the customers hand when they first come in for service and
also when they are leaving. A simple handshake can mean certain things to people such
as trust. And at Discount Tire if the customer can trust us to work on their vehicle they
will certainly tell a friend about us and come back to get more service performed.

Job Positions and Descriptions
Sales Positions
The Manager- This is the person that is in charge of the store he is working at. Their main goal
is to make sure that all of the employees working under them are properly trained and are staying
on task.
The Assistant Manager- This person is the managers second hand man, and takes over the role
of the manager when he is not there. The assistant manager will normally be on the counter
selling tires and wheels to customers. the reason for this is that be must make sure that all of the
sales people are on task.
Workflow- This person will be running the backroom most of the day. The reason for this is
because he must make sure workflow is being properly excicuted. Workflow is a system that
consists of a Service Coordinator, Crew Chief, and 2 Technitions in each cell. The workflow
personel is there to make sure each of them is where they are suppose to be, and making sure that
vehicles are getting out in the right amount of time.
5-S- This persons job is to make sure that the shop and showroom are cleaned and upkept. He is
also respondsible for making sure that the shop has all the necessary tool to keep things running
smoothly. He is also resondsible for order productive supplies such at pens, paper, water, etc.
Chapter 1 5
Shop Positions
Service Coordinator Role: The Service Coordinator Manages backroom workflow.
Responsibilities Include:
Monitoring safety and quality of service being performed.
Clearly communicating important information throughout the day.
Coaching Crew Chiefs and Service Techs and correcting unsafe behaviors.
Demonstrating expertise in the roles of Crew Chief, Tech A & B.
Choosing the workflow play to meet current customer demand.
Effectively collapsing and expanding workflow plays.
Using the 25-foot rule when greeting customers and each other.
Performing benedictions and clearly reviewing the work with the customer.
Crew Chief Role: The Crew Chief sets the tempo in the backroom by staging vehicles, products
and equipment.
Responsibilities Include:
Clearly communicating important information to Service Coordinator, Service Techs,
Sales Coordinator and Salespeople.
Following all Service Tech and Crew Chief procedures.
Serving as a role model for Service Techs.
Demonstrating expertise in the roles of Tech A & B.
Looking to Service Coordinator for guidance.
Coaching Service Techs by providing immediate feedback regarding their workflow
skills.
Service Tech Role: Service techs perform critical tasks that provide customers with an
unexpected experience.
Responsibilities Include:
Clearly communicating important information to Service Coordinator, Crew Chief and
other team members.
Looking to the Service Coordinator for guidance.
Understanding the roles of Tech A & B.
Transitioning easily between roles.
Following directions for the Service Coordinator regarding workflow plays.
Notifying the Service Coordinator of all service delays.


Fly page Chapter 2
Chapter 2 9
Chapter 2: Backroom Equipment and Tire Basics
Tools:
Tool stands include all necessary tools with matching color tape.
Sockets are labeled by size.
Tray is clean and free of debris.
Impact wrenches are in good working order, and set to the proper torque position (if on
tray torque wrench should be set to 0 with latch open).
Torque wrench calibrated daily.
Repair Station:
All repair materials and tools are available and labeled.
Goggles or face-shields are available and clean.
Repairing the Injury poster must be displayed.
Dunk tank water is clean and filled to the appropriate level.
Dunk tank should be surrounded by an anti-slip mat (mats should be as dry as possible to
reduce slips and falls).
Wet-Dry vacuum should be located near dunk
tank for cleaning up spills.
Tire Changers:
Tire Changers are cleaned and wiped down
throughout the day.
Tire Changers are secured to the floor.
Floor around Tire Changers is kept clean
throughout the day.
Oil levels are checked and filled as part of
routine maintenance.
Valve stem bin are labeled and stocked.
Tools are clean, operational and placed in the
order of usage.
Air hoses are free of leaks and damage.
Balancer:
Wheel weight trays are in close proximity to the
Balancer.
Balancer shaft, cones and wingnut are oil-free
and in good working condition.
Cones should be organized by size.
Lug adapter are stored on the stud plat storage board.
Tools are clean, operational and placed in the order in which they are used.
Trashcan is placed next to Balancer for immediate disposal of trash.
Lead wheel weights should be separated from regular trash.
10 Discount Tire Company Reference and Training Guide
Inside of the hood should be clean.
Wheel weights compartments in cabinet are
clearly labeled in ounce increments.
Balancer shaft and arms should be calibrated
daily.

Lifts and Jacks:
Floor lifts should be clean, lubricated and
anchored to the floor.
Caution tape is in place to identify the pinch
points.
Jacks are clean, lubricated and properly stored.
Jacks should be taped fully to avoid damage to
vehicles.
Lift blocks should be correctly labeled and put
up after every use.
Lift blocks should be in working condition (no heavy cuts or gashes in the rubber).


Compressors:
Compressors are marked to identify the last time that the oil and filter was changed.
Leaks in Air Compressor are fixed immediately.
Warning label is displayed on the side of the compressor tank.
Regulators are set and functioning properly.

Tire Basics
Tire Terminology:

Tread Area- part of the tire that comes into contact with the road.
Rib A continuous tread block that creates a contact band along the circumference of the
tread.
Tread Block The raised area of the tread that comes in contact with the road.
Grooves The space between two adjacent tread ribs.
Sipes Narrow slits cut into the tread to provide extra traction and water removal.
Shoulder part of the tire where the sidewall and the tread meets.
Sidewall Part of the tire between the shoulder and the bead. It is made of different piles
and fillers to protect the casing and provide a comfortable ride.
Chapter 2 11
Bead A round hoop of steel wires that is placed on the very inside diameter of the tire.
Innerliner The layer that prevents air from escaping the tire, this is the layer that took
the place of inner tubes.
Belt Package This is the layer that is consisted of the Cap plies, steel belts, and the
radial plies.

-Anatomy of a Tire

12 Discount Tire Company Reference and Training Guide
Load Range:
The Load Range rating can be found on the sidewall of any tire today. It identifies the maximum
load carrying capacity of the tire while under the maximum pressure that the tire can handle

This chart will show the exact air pressure a certain tire should be at. This must be closely
followed due to the fact that if a tire is over inflated it has the risk of blowing up and severely
injuring someone, or damaging a vehicle.
Speed rating:
The speed rating identifies that maximum speed at which a tire is certified to perform when
properly loaded and inflated. The speed rating can be located on the sidewall of any tire, it is
usually the letter after the load range on the tire. The following chart should be use to identify the
Chapter 2 13
speed rating of certain vehicles, and the customer should be notified of this.

When tires of different speed ratings are installed on the same vehicle, all tires are default to the
lowest speed rating. For example if a sports car has 2 tires with a speed rating of V(149 mph) and
the other 2 tires have a speed rating of U (124 mph) the speed rating for the vehicle as a whole
would be U.

Fly Page Chapter 3
Chapter 3 17
Chapter 3: Working on the Vehicle

Working on the vehicle is an important step of completing the work necessary on the vehicle.
This involves pulling the vehicle in and staging it, removing the first assembly, and reinstalling
the assembly. This will be one of the skills that will be monitored the most during an employees
training. The reason for this is that if a vehicle is not worked on exactly right every single time it
could led to something malfunctioning on the vehicle. Examples of this would be a wheel
assembly coming off while being driven, the hub could lock up, or there could be severe
vibrations.
Pulling the Vehicle In
Before Pulling the Vehicle In:
Make sure hands and cloths are clean and remove any sharp objects from pockets.
Check the invoice for vehicle location and special instructions from the customer.
Locate the vehicle with keys in hand.
Inspect the area around the vehicle for obstacles.
Perform an on the vehicle inspection (check brakes, steering, parking brake, etc)
Inspect the vehicle and document any damage or missing hubcaps and lugs nuts.
From the drivers seat, check vehicles mileage (if not already documented) and make
sure the TPMS light is not flashing or solid. (If TPMS is flashing the sensor needs to be
replaced, if solid the TPMS system need to be reset).
Pulling the Vehicle In:
Drive the vehicle up to the bay and test the brakes before pulling in.
Honk the horn twice.
Wait for an employee to guide you in.
Drive slowly and stay focused on the person guiding you in.
After pulling the Vehicle In:
Remove the keys from the ignition and place them with the correct invoice.
Perform an inspection of the assemblys on the vehicle.
Walk around the vehicle and make sure the area is clear and that the vehicle is ready to be
lifted (with either jacks or a floor car lift).
Tell the Service Techs what they will be doing on the vehicle.
Staging the Vehicle
Staging the Vehicle is the first step in completing the work on the vehicle. This step should bring
extreme caution because a vehicle is being lifted, and a lot of things could go wrong. Thats why
the correct procedures should be taken before, during, and after lifting the vehicle. The steps that
a vehicle should be lifted are as followed:
18 Discount Tire Company Reference and Training Guide
Before Raising:
Look underneath the vehicle to determine the proper lift points. (Always check for
specific jack points, also check for air suspension and turn it off)
Choose the proper lift blocks. (Make sure blocks properly align with the pinch weld or
frame).
Using the Lift:
Call out GOING UP, so that other employees know to stay clear of the raising vehicle.
Always wait for a CLEAR to be called back out to know that it is safe to proceed with
lifting the vehicle.
Start the lift pump after getting the CLEAR, always listen for unusually sounds either
coming from the vehicle or the lift. If sounds do occur immediately stop the lifting of the
vehicle and inform the Service Coordinator.
Once the vehicle is lifted, check to see if vehicle is properly lifted and the vehicle is not
rocking back and forth.
Using Floor Jacks:
Place one jack under each assembly at the proper lifting point.
Just like using the lift you must call out GOING UP, and wait for a reply.
Once vehicle is lifted, make sure that the jack handles are tightened and left in an upright
position.
Make sure the vehicle is stable and safe to work on.
Removing the Assembly
Removing the assembly is the second step of working on the vehicle. The reason that this is
important is because if the wheel is not taken off the vehicle correctly, it could possibly not go
back on the vehicle correctly. During the training process this step will be heavy monitored by
the Store Manager. The steps for removing the assembly from the vehicle are:
Check invoice to see which assemblys should be removed from the vehicle.
Inspect the assembly for separation or the steel belt showing.
Once inspection is complete proceed to taking the assembly off the vehicle.
Using an impact gun and the correct socket begin removing the assembly.
Go slow to check for lugs that have been cross-threaded.
The lugs should be taken off one-by-one and placed beside the vehicle.
Then proceed to preform the work that is needed for the vehicle.
Reinstalling the Assembly
The reinstallation of the assembly back onto the vehicle is the most watched over step by the
Store Manager. This is the step where just a little mistake can have the greatest of consequences.
So all steps must be followed exactly as shown:
Make sure the hub of the vehicle and the back of the wheel has been buffed to get rid of
all rust build up (This is the main cause of a wheel not sitting flush on a hub).
Chapter 3 19
Set the wheel onto the studs of the hub and make sure that it sits flush with the back of
the wheel.
Get the lug nuts and run them up by hand for at least 5 spins each (The reason for this is
to eliminate the risk of cross-threading a lug onto a stud).
Use the impact gun to run the lugs up on the wheel in a star pattern. (This is to make sure
that the wheel will line up with the hub evenly).
Make sure that you feather the lugs up the first time around.
Go around a second time and hammer each lug for 3 seconds (This is to make sure that
the lugs are tight).
Once you think the wheel is properly on the vehicle, spin the wheel assembly on the hub
and check to make sure the wheel is not wobbling.
The Star pattern that every wheel should be bolted up by:







20 Discount Tire Company Reference and Training Guide

Chapter 4: Tire Changing
Tire changing is the process that is used the most while working at Discount Tire. Almost every
single vehicle that comes in for service at Discount Tire will have a tire taken off or even put
back on to a wheel. This is the step that you will become most familiar with because you will be
doing is so much; it is also the step that you much become fast at.
Dismounting the Tire
Loosening the Bead:
Deflate the tire using your VCR(Valve Stem Core Remover), make sure that the tire is
completely deflated before proceeding to the next step.
Using the arm on the tire changer that has a shovelhead break the bead off the rim. (If
TPMS sensors are present you must break the tire at the 3 and 9 oclock position from the
sensor to avoid breaking it).
Start with loosening the bead on the front side of the wheel, most of the time you only
need to loosen only one side on the front side.
Then spin the wheel around and loosen the bead on the back of the wheel. On this side
you must have the bead loosened all the way around the wheel.
Dismounting the Tire:
Using the claws on the topside of the tire changer clamp the wheel to the machine from
the outside (Clamping from the inside will prevent damage to the wheel).
Lube the bead of the tire to avoid ripping the bead during changing.
Lift the top bead over the duck head on the machine and demount it.
Lift the bottom beat over the duck head on the machine and demount it.
You now have the tire off the wheel.
Chapter 3 21
The steps of changing a tire in pictures:




Lifting top bead over
duck head.
Getting the top bead off
the wheel.
Getting the bottom
bead over the duck
head.
22 Discount Tire Company Reference and Training Guide
Remounting the Tire
Install a new valve stem or rebuild the TPMS sensor using the hand torque tool.
Position the valve or TPMS sensor 180 degrees away from the duck head to avoid
damaging the sensor or the valve.
Lube both beads of the tire to avoid it ripping during installation. Also indicate the DOT-
number and make sure that goes on the outside of the wheel.
Mount the bottom bead.
Reposition the valve or sensor.
Mount the top bead of the tire.
Both the top and bottom bead should be on the rim at this point.

Inflating the Tire
Chapter 4 23
Balancing the Assembly
Balancing the assembly is a crucial step that must be taken before reinstalling the assembly back
on the vehicle. The reason for balancing a wheel and tire assembly is that the assembly will
cause vibrations for the customer. Vibrations can be as little as an annoying vibration in the
steering wheel or could become as back as the vibration gets so bad that it is difficult to keep
control of the vehicle while driving. Take your time to learn this step because it can become one
of the most aggravating steps. The following steps explain the proper procedure to balancing a
wheel and tire assembly.
Make sure that the back of the wheel is buffed so the cone can correctly align.
Find the correct cone to fit the hub hole on the wheel.
Place wheel and cone on spindle of the machine.
Secure the wheel to the spindle using the wingnut that comes with the machine.
Using the arms on the balancer, measure out the wheel so that it can correctly be
balanced.
After the wheel has been properly measured close down the hood of the balancer to for
the balancing process to begin.
The wheel will then start spinning; once it stops you can lift up the hood.
The machine will tell you where the weights should go.
Using a wheel weight hammer, hammer the weights on to the lip of the rim.
If rim only takes stick on weights, make sure that the weights are heated up so they will
stay attached to the wheel.
After placing weights on the rim, lower the hood and wait for the wheel to stop spinning.
If the machine reads OK then the tire has been properly balanced and is ready to be
bolted onto the vehicle.
If the machine does not read OK, the weights might need to be adjusted slightly.
24 Discount Tire Company Reference and Training Guide
Chapter 4 25
Index
A
Assembly ........................................................ iii, iv, 16
C
Crew Chief ............................................................. 5, 6
Customers ................................................................. iii
D
Discount Tire ............................................v, vi, 3, 4, 18
E
Equipment ............................................................ iii, 9
J
Job......................................................................... iii, 4
M
Manager .............................................................. 4, 16
S
Service Coordinator ..................................... 4, 5, 6, 16
Service Tech ............................................................... 5
T
Tire ........................ 1, iii, iv, v, vi, 3, 4, 9, 10, 11, 18, 20
V
Vehicle ................................................................ iii, 15