1. Chapter 5 Vehicle, Customer, and Service Information

2. Introduction (1 of 2)
Vehicle and customer information from various sources provides fundamental knowledge required to conduct repairs and servicing.
Properly performing maintenance and repair activities is increasingly dependent on researching and applying information.

3. Introduction (2 of 2) Vehicle information can come from:
Vehicle identification plates
Owner's manuals
Shop manuals
Repair orders
Service and parts programs
Technical service bulletins
Information is available through books or manuals, software packages, or Internet.

4. Owner's Manual (1 of 4)
Manufacturers supply the owner's manual with every new vehicle purchased.
Usually kept in glove compartment
Contains information about the vehicle
Information will vary for each manufacturer.

5. Owner's Manual (2 of 4) A typical owner's manual includes:
Controls and features of vehicle
Proper operation, care, and maintenance
Service procedures
Specifications or technical data

6. Owner's Manual (3 of 4) A typical owner's manual includes:
Overview of controls and features of the vehicle
Proper operation, care, and maintenance
Owner service procedures
Specifications or technical data
Detailed elements

7. Owner's Manual (4 of 4)
Layout and amount of detail vary according to manufacturer and age of vehicle.

8. Shop Manual (1 of 3)
Available for most every make and model of every vehicle made
Comes in two types
Factory manuals
After-market service manuals
Arranged in two ways
Cover a range of years for a particular vehicle
Cover a range of vehicles for a single year

9. Shop Manual (2 of 3) Paper manuals less common
Most manuals have information available online.
Electronic versions are becoming popular.
Typically broken into a number of sections that relate to systems within the vehicle

10. Shop Manual (3 of 3)
Typically has a task description broken into steps with diagrams or pictures
Using a variety of manuals will make you familiar with finding information you are looking for.

11. Using a Shop Manual
Manual provides a systematic procedure and identifies special tools, safety precautions, and specifications relevant to the task.
Organized according to vehicle systems
Has index for quick referencing

12. Using a Service Information Program (1 of 3)
Computer applications are used to provide technical information for repair and maintenance of vehicles.

13. Using a Service Information Program (2 of 3)
To obtain correct information, you will need:
Vehicle identification information
Date of manufacture
Model
Engine
VIN number
Understanding of type of repair or scheduled service that is being performed

14. Using a Service Information Program (3 of 3)
Repair order may provide vehicle identification information or you may have to research.
Mix of text and diagrams with explanations
Some may have detailed views.
Links may be provided to other relevant info.
Most contain help menus or training guides.

15. Technical Service Bulletins (1 of 3)
Manufacturers issue technical service bulletins (TSBs) to provide information to technicians on unexpected problems, updated parts, or changes to repair procedures that may occur.

16. Technical Service Bulletins (2 of 3)
Typically TSBs contain step-by-step procedures and diagrams on how to identify if there is a fault and perform any repair.

17. Technical Service Bulletins (3 of 3)
At production time, manufacturers prepare service and technical information.
Situations can arise when particular components or repair procedures may need additional information or changes.

18. Using TSBs (1 of 2)
Access the TSBs in your shop or look up with electronic service information system.
Check if a TSB has been issued for that vehicle and type of fault or repair.
Familiarize yourself with the information contained in them.

19. Using TSBs (2 of 2)
Compare information in TSB to that found in shop manual.
Take the TSB with you to perform the repair.
Perform repair following TSB where appropriate while referring to shop manual.
Reference TSB and related details in appropriate area on repair order.

20. Service Campaigns and Recalls (1 of 3)
Usually conducted by manufacturers when a safety issue is discovered with a vehicle
Costly to manufacturers

21. Service Campaigns and Recalls (2 of 3)
Mandatory recalls
Identify the problem
Its cause
The vehicles affected
The recertification requirements
Recall would be issued and advertised in media.
Letters would be sent to known owners.

22. Service Campaigns and Recalls (3 of 3)
Usually all costs associated with the recall are paid for by the manufacturer.

23. Using Service Campaign Information (1 of 4)
Locate in your shop:
Any special service messages on manufacturer's service information site
Service campaigns/recalls using service information site
Recall-related vehicle/service warranty applications
Recall/service campaign-related service interval recommendations 23

24. Using Service Campaign Information (2 of 4)
Get to know the type of information that is contained in:
TSBs
Service recalls
Service warranty applications
Service interval recommendations

25. Using Service Campaign Information (3 of 4)
Check to see if TSB has been issued for vehicle and type of repair.
Perform service and repairs following:
Special service messages
Service campaigns/recalls
Vehicle/service warranty applications

26. Using Service Campaign Information (4 of 4)
Perform service and repairs following:
Service interval recommendations
Fill in required documentation as required in your shop policies, and in appropriate area on repair order, note detail.

27. Using a Labor Guide
Indicates how quickly an average technician can complete the task
Helps to determine flat rate servicing costs
Experienced technicians who have performed the task many times and work efficiently can usually perform the job quicker than labor guide specifications.
Tasks vary from vehicle to vehicle, so time may not be accurate.

28. Parts Program (1 of 2)
Electronic version of a parts manual and is modern-day version of parts manuals
Available via:
CD/DVD
A computer network
The Internet
Use these programs to identify parts and find order numbers.

29. Parts Program (2 of 2)
Produced for all makes and models of vehicles and a catalogue of all parts that make up a vehicle
Catalogued by systems
Diagrams are shown along with part number.
Part number is a unique identifying number for that particular part.

30. Using a Parts Program (1 of 2)
To identify the correct part:
Know where on vehicle part is installed
What system or subsystem it comes from
Vehicle identification information
Searches can be conducted by keywords.
Parts will be displayed in diagrams labeled and show individual parts in exploded view.

31. Using a Parts Program (2 of 2)
Diagrams may number parts and have a key on page for reference to part numbers.
Arrows may point to listed part numbers on the part.
Most systems will contain help menus or training guides with examples to assist in using the software.

32. Repair Order
A form used by shops to collect information regarding a vehicle coming in for repair
Repair order is used by:
The technician
Customer service staff

33. Repair Order Information (1 of 2)
Detailed information on repair order
Customer details
Vehicle make, model, and year
Odometer reading
Customer concern information
The cause of the problem(s)
The correction for the problem(s)
The hours of labor
The parts used for the repair

34. Repair Order Information (2 of 2)
Should include all information pertaining to customer, vehicle, and cost of repair
Legal documents that can be used as evidence in the event of a lawsuit
Make sure information is complete and accurate whenever filling out a repair order.
Store it in an organized, safe place.
Keep it on file or store electronically for required length of time.

35. Accounting (1 of 2)
Account system can be set up to handle all payments related to a customer or to a company that uses your services for a number of vehicles.
Record the account number and the order number.

36. Accounting (2 of 2) Total cost of the service:
Labor cost
Cost of parts
Tax amounts
Cost of gas and consumables used to service the vehicle
Must have customer's authorization to carry out service

37. Service History (1 of 3)
Complete list of all servicing and repairs that have been performed on a vehicle
Scheduled service history is often recorded in a service booklet or owner's manual.

38. Service History (2 of 3)
Can provide valuable information to technicians when conducting repairs
Can provide information to potential new owners of used vehicles
Most manufacturers store history performed in dealership on corporate server.

39. Service History (3 of 3) Also used when evaluating warranty claims
Independent shops generally keep records of repairs they perform.
It is difficult to track at multiple shops.

40. VIN and Production Date Code, and Vehicle Information Labels (1 of 3)
Important because they help uniquely identify vehicles
Stands for vehicle identification number
A unique serial number assigned to each vehicle produced

41. VIN and Production Date Code, and Vehicle Information Labels (2 of 3)
Since 1981, VIN made up of 17 characters
Usually located on front left corner of windshield
Also inscribed on various parts

42. VIN and Production Date Code, and Vehicle Information Labels (3 of 3)
Used to check service history and ordering components
VINs deter auto theft.
Production date
Other labels are fitted to the vehicle to provide ready access to information.

43. Locating the VIN and Production Date Code (1 of 4)
17-character identification composed of letters and digits
Identify all types of motor vehicles
Originally defined in the International Standards Organization (ISO) Standard 3779 in 1977
Revised in 1983
Usually located on front left corner of windshield

44. Locating the VIN and Production Date Code (2 of 4)
Also inscribed on:
Engine
Transmission
Both front guards
Hood
Doors
Both bumpers
Both rear quarter panels
The trunk or hatchback

45. Locating the VIN and Production Date Code (3 of 4)
Unique worldwide and identifies:
The country of manufacture
Manufacturer's name
Division name
Model
Since 1981, all worldwide vehicle manufacturers use this numbering system.

46. Locating the VIN and Production Date Code (4 of 4)
A record is kept whenever a vehicle is registered or a registered vehicle is sold.
Information accessed from this registry
Title history
Salvage title
If lemon law buyback has occurred
If vehicle has an odometer rollback

47. Decoding a VIN
Two different, but essentially compatible, 17-character VIN standards
The North American VIN system
The ISO Standard 3779, used in most of the rest of the world

48. Using Other Vehicle Information Labels (1 of 6)
Vehicle Emission Control Information (VECI) label
Identifies engine and emission control information
Located in engine compartment

49. Using Other Vehicle Information Labels (2 of 6)
Vehicle Emission Control Information (VECI) label (cont'd)
Typically includes :
Engine family and displacement
Model year the vehicle conforms to
Spark plug part number and gap
Evaporative emission system family
Emission control system schematic
Certification application

50. Using Other Vehicle Information Labels (3 of 6)
Vehicle Safety Certification (VSC) label
Certifies the vehicle meets Federal Motor Vehicle Safety, Bumper, and Theft Prevention Standards

51. Using Other Vehicle Information Labels (4 of 6)
Vehicle Safety Certification (VSC) label (cont'd)
Certifies the vehicle meets Federal Motor Vehicle Safety, Bumper, and Theft Prevention Standards
Identifies some basic types of information about the vehicle
Usually affixed to driver's side door pillar or on side of the door next to pillar

52. Using Other Vehicle Information Labels (5 of 6)
Vehicle Safety Certification (VSC) label (cont'd)
Typically includes the following information
Month and year of manufacture
GVWR and Gross Axle Weight Rating (GAWR)
VIN
Recommended tire sizes
Recommended tire inflation pressures
Paint and trim codes

53. Using Other Vehicle Information Labels (6 of 6)
Refrigerant label
Coolant label
Belt routing label

54. 3 Cs Concern Cause Correction Customer's understanding of problem
Understanding the reason that there is a fault
Correction
The procedure and parts that will be used to fix the problem

55. Summary (1 of 8)
Owner's manual usually kept in glove compartment and provides information on how to operate the vehicle and basic maintenance to be performed.
Manufacturers provide shop (or service) manuals for each make and model of car; provide vehicle-specific instructions on service and repair.

56. Summary (2 of 8)
Service information programs allow users to access maintenance and repair information via computer.
After-market repair manuals are not produced by manufacturers and provide less detailed information for specific makes and models.

57. Summary (3 of 8)
Manufacturers provide technical service bulletins (TSBs) as updates to shop manuals when new problems or maintenance concerns arise for certain vehicle makes or models.
If a safety issue is discovered on a certain make of vehicle, the manufacturer may issue a service campaign or recall.

58. Summary (4 of 8)
Labor guides provide up-to-date information on service repair times and cost estimates.
Parts programs are electronic catalogues of vehicle parts.
Repair or work orders detail customer concern information to guide the service technician, as well as information on services as they are performed.

59. Summary (5 of 8)
Account systems track repair costs and customer methods of payment.
A vehicle's service history consists of records of all maintenance and repairs performed on the vehicle.
Vehicle information numbers (VINs) are unique identifiers for each vehicle produced.

60. Summary (6 of 8)
VINs are made up of 17 characters and are usually located on the front left corner of the windshield and on the engine, transmission, and other vehicle parts.
VINs assist customers and technicians in tracking title history and reveal whether the vehicle has been wrecked or had repeated unsuccessful repairs for a particular fault.

61. Summary (7 of 8)
The two worldwide VIN systems are the North American VIN system and ISO Standard 3779.
The VIN contains information on country origin, manufacturer, make and model, body type, seat restraints, engine type, year of manufacture, assembly plant, and the order the vehicle came off the assembly line.

62. Summary (8 of 8)
Manufacturers also provide vehicle information labels to provide further specifications for each model of vehicle.
The 3 Cs of vehicle repair are concern, cause, and correction.

63. Credits
Unless otherwise indicated, all photographs and illustrations are under copyright of Jones & Bartlett Learning.