III Auto Maintenance Service The auto oil change typically includes not only changing the engine oil but also changing the oil filter, tire rotation, brake pad inspection, tire pressure check, fluid level checks, belt and hose checks See the attached Auto Maintenance Service Process flowchart Answer the questions Describe the purpose of any process flowchart, not necessarily this flowchart Explain why the Auto Maintenance Service Process flowchart would, or would not, be useful to a service manager Explain why it would, or would not, be useful to a service mechanic Explain the meaning of the terms value added and non value added as they relate to process steps Identify three steps in the Auto Maintenance Service Process that add value to the customer and explain why Identify two steps that do not add value to the customer and explain why Does this mean the two steps do not add value at all and so should be eliminated Explain One obvious metric would be the time required to complete the service process, but the time is different depending on whether one sees the process from the customer's perspective, or the manager's perspective, or the technician's perspective Would it be helpful to keep track of one, two, or all three of the times Explain Explain the meaning of the terms leading metrics and lagging metrics , with an example from this process Explain what lagging metric, or metrics, would be appropriate Explain what, if any, leading metrics would be appropriate Exit to repair process Notify service Inputs Process steps Outputs Inspect tires for manager who wear notifies customer Remove Inspect Rotate tires Check tire tires brake pads back front pressure for wear Auto Auto Tech gathers Place pan Auto raised Wait for oil arrives for Service manager Oil plug checks in auto moved to materials and beneath oil on lift plug removed to drain service service bay tools Notify Update Put oil Locate and Install Both Auto Customer Notify service service plug remove oil new oil done departs pays customer manager records back in filter filter Use dip stick to Replace Pour in Remove Exit to Notify service check for engine new oil engine repair 2 manager who proper oil level oil cap oil cap process notifies customer Check fluid Check belts levels fill Lower auto and hoses from lift as required

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III. Auto Maintenance Service The auto oil change typically includes not only changing the engine oil but also changing the oil filter, tire rotation, brake

III. Auto Maintenance Service

The auto "oil change" typically includes not only changing the engine oil but also changing the oil filter, tire rotation, brake pad inspection, tire pressure check, fluid level checks, belt and hose checks. See the attached "Auto Maintenance Service Process" flowchart.

Answer the questions

Describe the purpose of any process flowchart, not necessarily this flowchart.
Explain why the Auto Maintenance Service Process flowchart would, or would not, be useful to a service manager. Explain why it would, or would not, be useful to a service mechanic.
Explain the meaning of the termsvalue-addedandnon-value-addedas they relate to process steps. Identify three steps in the Auto Maintenance Service Process that add value to the customer and explain why. Identify two steps that do not add value to the customer and explain why. Does this mean the two steps do not add value at all and so should be eliminated? Explain.
One obvious metric would be the time required to complete the service process, but the time is different depending on whether one sees the process from the customer's perspective, or the manager's perspective, or the technician's perspective. Would it be helpful to keep track of one, two, or all three of the times? Explain.
Explain the meaning of the termsleading metricsandlagging metrics, with an example from this process. Explain what lagging metric, or metrics, would be appropriate. Explain what, if any, leading metrics would be appropriate?

Exit to repair process Notify service Inputs Process steps Outputs Inspect tires for manager who ? wear notifies customer Remove Inspect Rotate tires Check tire tires brake pads back/front pressure for wear Auto Auto Tech. gathers Place pan Auto raised Wait for oil arrives for Service manager Oil plug checks in auto moved to materials and beneath oil on lift plug removed to drain service service bay tools Notify Update Put oil Locate and Install Both Auto Customer Notify service service plug remove oil new oil done departs pays customer manager records back in filter filter ? Use dip stick to Replace Pour in Remove Exit to Notify service check for engine new oil engine repair 2 manager who proper oil level oil cap oil cap process notifies customer Check fluid ? Check belts levels & fill Lower auto and hoses from lift as required