Workshop Documentation
Domain 9: Workshop Documentation
This domain covers job cards, estimates, authorisation, parts records, invoices and technical records. Good documentation protects the customer, the technician and the workshop, and supports diagnosis later.
Core rules
- A job card should identify the vehicle by registration, VIN, model, mileage and customer details, and state the complaint in the customer's words.
- Record the diagnosis, tests, readings, parts used, labour and technician. Write legibly and use units.
- Give an estimate before work. Obtain customer authorisation for additional work, preferably in writing or a recorded message.
- Parts requisition should include part number, description, quantity and VIN where relevant.
- An invoice must match the authorised work and explain charges clearly.
- Warranty claims need fault description, cause, correction, part numbers and labour time.
- Keep inspection checklists, torque records, SDS and waste disposal records available for audit.
Worked example
During a service, a technician finds a leaking shock absorber not covered by the original job. The correct process is to stop, photograph the leak, record the measurement or evidence, prepare an estimate for the extra repair, and contact the customer for approval. If the customer declines, record the advice and the refusal, and note any safety warning. Reasoning: undocumented extra work can lead to disputes, unpaid labour and liability.
Traps
- Writing vague descriptions such as fixed fault.
- Missing VIN or mileage.
- Doing extra work without authorisation.
- Failing to record declined repairs.
- Mixing parts from different jobs or losing traceability.