SKM Automotive Aftersales L2 key terms

The written or digital record opened for each vehicle visit that lists the customer's complaint, approved work, parts needed, technician assigned, and time spent. It authorises work and supports later invoicing and warranty claims.

The customer's explicit approval, usually signed or digitally confirmed, for the work and estimated cost on a job card. Work done without it can be disputed and may not be chargeable.

An estimate is the predicted cost given before work starts; the final invoice is the actual amount charged. Any significant increase over the estimate should be approved by the customer before extra work proceeds.

Additional customer approval obtained mid-job when inspection reveals extra faults or costs beyond the original estimate. It records what was added, the new price, and the customer's consent before technicians continue.

The chronological log of maintenance and repairs for a vehicle, kept by the dealer and often stamped in the service booklet. It supports resale value, scheduled maintenance planning, and warranty eligibility decisions.

The check performed with the customer when the vehicle arrives, recording mileage, fuel level, visible damage, and accessories left inside. Signed findings protect both parties against later damage disputes.

The process of recording the customer's description of the fault in their own words, plus conditions such as when it occurs. Accurate capture helps technicians reproduce the problem and reduces repeat visits.

The final step where the completed vehicle, keys, and paperwork are returned to the customer with an explanation of work done and charges. It closes the job and is a key point for confirming satisfaction.

Allocating workshop time slots to jobs based on required labour hours, technician availability, parts lead time, and bay capacity. Good scheduling balances workshop load and keeps promised collection times realistic.

The measure of how much booked work is assigned against available technician hours in a given period. Overloading causes delays and rushed work; underloading wastes capacity and revenue.

The percentage of available workshop bays or lifts actually in use during working hours. Tracking it reveals bottlenecks such as waiting for parts or slow handovers between jobs.

The manufacturer's reference times for standard repair and maintenance operations, used to quote and invoice labour. Technicians compare actual time against the guide to spot inefficiency or unexpected faults.

A fixed labour charge for a defined operation regardless of how long it actually takes. It makes quoting predictable for customers and simplifies invoicing, but requires accurate standard times.

The checklist completed on a new or used vehicle before handover to confirm it is undamaged, correctly equipped, and functioning. Faults found at PDI are corrected before the customer sees the vehicle.

The technician's or supervisor's confirmation that all work on the job card is complete, tested, and meets quality standards before the vehicle is released. It is the last control before handover.

A controlled drive after repair to confirm the reported fault is resolved and no new issues appear. Results, including mileage driven, should be recorded on the job card.

A vehicle returning for the same fault shortly after a previous repair. Repeat repairs signal diagnosis or workmanship problems and are tracked as a quality indicator in aftersales performance.

A defined checkpoint in the service process where work must meet set criteria before moving to the next stage. Examples include parts verification before fitting and inspection before handover.

Confirming whether required parts are in stock, on order, or need sourcing before committing to a repair date. It prevents vehicles sitting idle in bays waiting for components.

Allocating specific stock items to a particular job so they cannot be sold or used elsewhere. Reservations link parts to the job card and support accurate costing and stock control.

A part that is not in stock but has been ordered from the supplier against confirmed demand. Backorders must be tracked and communicated to customers because they affect promised completion dates.

The period between placing an order for a part and receiving it ready for use. It drives appointment promises and should be checked before quoting a completion date.

Comparing physical parts counts with system records to find and correct discrepancies. Regular reconciliation catches mis-issued parts, unrecorded returns, and shrinkage before they distort ordering decisions.

The process of returning unused or incorrectly supplied parts to the supplier or stock and recovering the cost. It requires correct documentation and adherence to supplier return conditions and deadlines.

Genuine parts are supplied or approved by the vehicle manufacturer; aftermarket parts come from third parties. The difference affects warranty coverage, fit, and customer disclosure obligations.

A request submitted to the manufacturer for reimbursement of a repair covered under warranty. It requires proof of fault, correct labour operation codes, and evidence the vehicle was maintained as required.

The determination of whether a fault is covered by the manufacturer's warranty based on age, mileage, maintenance history, and cause. It must be checked before promising a free repair.

A repair performed free or at reduced cost outside strict warranty terms as a customer retention gesture. It usually needs management approval and should be documented with the reason.

A short talk before starting work that identifies hazards, required protective equipment, and emergency procedures for the tasks planned. It ensures everyone knows the risks before entering the work area.

Items such as gloves, safety glasses, hearing protection, and safety footwear worn to reduce exposure to workplace hazards. PPE is the last line of defence after eliminating or controlling the risk.

The systematic spotting of conditions or actions that could cause harm, such as oil spills, faulty lifts, or unguarded rotating equipment. Identified hazards are reported and controlled before work continues.

Evaluating the likelihood and severity of harm from an identified hazard and deciding what controls are needed. It is documented and reviewed when tasks, equipment, or conditions change.

Separating waste streams such as used oil, coolant, batteries, and general rubbish into correct containers. It prevents contamination, supports recycling, and keeps the workshop compliant with environmental rules.

A document providing hazard, handling, storage, and first-aid information for a chemical product. It must be accessible to staff who use the substance and is referenced in risk assessments.

The total elapsed time from vehicle arrival to handover, including waiting, diagnosis, repair, and cleaning. Reducing it improves customer satisfaction and frees workshop capacity.

Recommending additional needed services or accessories based on inspection findings or vehicle needs. Recommendations must be honest, explained clearly, and never pressure the customer into unnecessary work.

A measure of how satisfied customers are with the service experience, often collected through surveys after handover. Scores are used to identify service weaknesses and improve processes.

The structured response to a customer's dissatisfaction: listen fully, acknowledge the issue, investigate facts, propose a fair solution, and confirm resolution. Recording outcomes helps prevent recurrence.

Contacting customers when scheduled maintenance or safety recalls are due, using service history and vehicle records. It builds loyalty and keeps vehicles maintained within warranty requirements.