Implementation Process

SRT guide publishers should be able to provide an implementation manual that includes a "frequently asked questions" (FAQ) section for distribution to employees. An introduction and planning meeting should be held to introduce the SRT guide itself, the business need for having it, and the service provider's expectations for the application.

Timelines with implementation task assignments and training requirements must be established, along with a projected "go live" date. To avoid confusion during the repair process, all estimates and/or repair orders should have standard repair times assigned to them at the beginning of the estimate/repair process.

During the implementation process, a service provider must look at job functions related to the repair but not covered in the SRT guide. Items not covered by SRT guides include, but are not limited to:

• test driving before and/or after repair,
• process documentation,
• parts ordering,
• technical phone support,
• retrieval of vehicle from yard,
• component cleaning and service bay clean up after the repair.

Each of these tasks must be assigned specific times that will be incorporated into the SRTs. In lieu of specific standard times for any job-related task not covered by an SRT, the service provider could consider adding a set percentage to all SRTs. Service providers electing to add a set percentage must utilize the same percentage across all SRTs listed for it to be a normal business practice. These additions should be explained to the customer in advance or a disclaimer added to all invoices explaining the SRT deviation.

During the implementation process, employees may question and complain about the "business need" for using SRTs in the repair process. (See Frequently Asked Questions  for a listing of frequent objections.) Other objections specific to a service provider's operation may arise that will require research to overcome the objection. Typical repair processes using SRTs should closely follow as outlined below (see Fig 1 for a flow chart of this process):

1. Customer interview with service writer.
2. Service writer enters complaint(s) into estimate, then forwards estimate to manager.
3. Manager reviews estimate and assigns case to technician for diagnosis.
4. Technician communicates repair task(s) required back to manager.
5. Manager creates SRT for repair task(s).
6. Parts department notified of needed parts for task(s).
7. Manager approves final estimate of repair task(s).
8. Service writer communicates with customer for approval and payment terms.
9. Service writer notes approval of repair task(s) by customer forwarding to manager.
10. Manager assigns technician to repair.
11. Technician performs repair task(s).
12. Completed repair work forwarded to service writer for closing and payment processing.

Any additional items discovered during the repair process (not included in the original repair order) require going back to Step  4 and starting the repair process over for the added repair. Items that could result in added repairs during the process could include, but are not limited to:

• broken/stripped fasteners
• hidden damage
• newly discovered repair
• cracked or damaged housings
• special or added accessories affecting the repair process not noted during original repair diagnosis

Should the customer request additional repair service(s) after work has started, the process should return to Step  1 to add the request to the existing repair order.

This is a general outline of the repair process. The number of personnel involved in the process will depend on available staffing. Regardless of staffing, no step should be omitted during the repair process. Additional steps may be added by the service provider to incorporate additional labor or business practices used in their business that do not alter basic communication and use of SRTs.