Refer to the automobile repair flowchart in Exhibit 7.5 in Chapter 7. Identify three activities where a potentially serious service quality error may occur and discuss how such errors might be reduced.

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EXHIBIT 7.5 Automobile Repair Flowchart A rectangle denotes a task or work activity. A triangle indicates waiting. An oval denotes the "start" or "end" of the process and defines the process boundaries. An arrow denotes movement, transfer, or flow to the next task or activity. A double-headed arrow denotes an input or arrival into a process. A diamond denotes a decision that might result in taking alternative paths. Customer service representative ownership Start Automobile needs repair and servicing Customer calls for an appointment Customer service representative (CSR) makes appointment and logs on computer Line of customer visibility Mechanic ownership End Customer leaves repair process, or agreement reached No Customer arrives Customer talks to customer sales representative and mechanic Customer walts Generate repair order and set priorities Mechanic diagnoses problem(s) Customer authorizes repairs? Follow-up phone call and survey Yes Customer leaves Explain service guarantee Auto part(s) availability Customer pays bill Bill and repairs explained to customer Auto repairs completed and Inspected