Service Advisory and Job Order Processing
Service advisory converts the reception record into an authorised, priced and schedulable repair. The exam tests job order structure, complaint-cause-correction writing, labour and parts separation, estimate approval, additional work authorisation and warranty versus customer-pay coding.
Core rules
- Each job line should state the complaint, the verified cause and the correction, not just the part replaced.
- Separate labour operations, parts, consumables, tax and discounts; use the manufacturer or dealer labour time guide.
- Obtain customer approval before chargeable work; for additional work, record the method of approval, time and approver.
- Mark warranty, retail, internal and goodwill lines separately so claims are not mixed.
- Use status codes correctly: appointment, checked-in, in progress, waiting for approval, completed, invoiced.
Worked example
Complaint: brake pedal pulsates. The technician measures disc run-out and finds warped front discs. Correction: replace front discs and pads, road test. Estimate: 2.0 h labour plus discs, pads and tax. The adviser calls the customer, obtains approval for the extra disc replacement, and notes the approval on the job order. Reason: the complaint is corrected, but the customer authorises the added cost.
Traps
Adding work after approval; putting warranty parts on a retail line; writing only the replaced part; using the wrong labour operation; losing the approval record.