Vehicle Repair Flashcards
second most important thing about vehicle repair is
the speed with which we make repairs and the repair decision. Quickly identifying shop cars, assessing their situation, and making a decision helps to decrease shop time. Faster repair turn-around time increases the ability of Rental to maintain a higher occupancy.
The number-one priority of the Vehicle Repair Department is to
to ensure the safety of our customers and employees by the way of maintaining a safe fleet of Rental Ready vehicles.
The third most important thing about vehicle repair is
we never sacrifice the quality of our repairs. Again, we put the safety of our customers and employees first.
The fourth most important thing with vehicle repair
is the cost consideration of the repairs; we use our buying power, negotiation skills, technical expertise, and inspections to keep repair costs reasonable.
the fifth most important thing in vehicle repair is
Vehicle Repair must communicate with Daily Rental as well as with senior management regarding repair-related concerns of the fleet.
What does a Rental Ready Vehicle look like?
No vehicle should be rented to a customer unless it is Rental Ready, the best tool you have at your branch to ensure this is happening is your 25 point VSA Log. The 6 main factors of a Rental ready vehicle are:
What are the 6 main points of a vehicle inspection?
- Cleaned Inside and Out
- Fuel ¼ Tank minimum
- Fluids Checked
- Tyres = Condition, Tread Depth > 3mm, Pressure
- No Outstanding Maintenance / Recalls
- No Damage > Evaluator
What is the process if a unit develops a manufacturer fault?
Tell cust they contact the branch first should a unit breakdown or develop manufacturer fault. This helps SQI
Switch the customer out of the problem unit.
Tag the unit correctly on RALPH with the name and contact number of the dealership so VR can chase the vehicle up and set up a loss of use claim with the manufacturer.
What would cause a variation in maintenance expense between branches on a per car basis?
Variations in maintenance cars between branches can be due to the following reasons
- the branch has been credited a loss of use reimbursement
- The branch has been directly hit rather than group spread for a maintenance issue for example if they have failed to service a vehicle in a timely fashion and the engine blows that will be a branch specific cost.
- If a branch has used a dealership to do a service on a vehicle instead of an approved vendor such as kwik fit and there is a difference in price this will also be hit directly to the branch
Explain the difference between preventative and corrective maintenance?
Preventative maintenance is when we do all we can to look after our vehicles
- Ensure that oil and water checks are carried out before every rental
- Ensure that tyre tread, pressure and condition is checked before every rental
- Ensure that servicing is carried out in a timely fashion
Corrective maintenance is when we fail to look after our vehicle properly. Effectively not doing those safety aspects listed above. This can mean that our vehicles end up with a blown engine or the warranty is voided which can be very costly but more importantly can affect the safety of the vehicle.
How do you know when a vehicle requires maintenance? Who is responsible at the branch for this?
You can check your branches outstanding maintenance by going into option 14 then option 5 on Ralph then x in “maint pending” type in your branch number and then put an x in “all maintenance”. This will bring up everything that is outstanding for your branch.
However the most dynamic tool you have to manage your vehicles in shop, needing LOFR’s or needing recalls is the RPM system (Recall & Preventative maintenance system). This is accessed from the “Startup Page” and uses your ECARS username and password.
It is the responsibility of every employee within the branch to be aware of the maintenance needs of their fleet. An up-to-date copy of the LOFR schedule being printed and kept within the branch is a minimum requirement. It can be beneficial to appoint a “maintenance captain” who checks the RPM system daily and reports vital information to the whole team everyday.
What is a lofr and where should we have this work completed and why
A lofr is an oil and filter change and should be the first maintenance work that is carried out on our vehicles. With the exception of Land rover, Jaguar, Mercedes, Volvo and Bmw products all our vehicles should have a lofr completed rather than a dealer service.
All lofr that we have completed on our vehicles should be done at Kwik fit or National Tyres. The only exception is if VR department has agreed a local vendor for you to use. This is to ensure that we get the best possible price for this work.
What is the vehicle repair process when a customer returns a vehicle damaged?
When a customer returns a vehicle and it is damaged the first thing you do is raise a claim to document this damage. It must be as detailed as possible and as accurate as possible when stating what the damage is on the vehicle, and you must take the customers xs. Ensure a manager double checks the Report before the customer signs it, then faxed the signed copy + copy of the RA to DRU. Make sure you always ask if there was any 3rd party involved to enable us to subrogate damage claims.
Finally tag the unit with the claim number and branch the car is at
i.e) DXSC01ABC SC01
VR use a system called ICE throughout the day to see any new claims that have been written and we will task a bodyshop for you. Therefore it is vital that you have tagged the unit with the correct branch code for where the vehicle is.
Give 4 reasons why it is never acceptable to continue to re-rent a damaged unit requiring repair and only repair on deletion?
The first and most important reason is to ensure that the vehicle is safe and legal and roadworthy
- Renting a unit with damage impacts the customer perception of our vehicles and our brand which is a customer service and repeat rental issue
- In order to subrogate a claim, the DRU need to send paperwork to the at fault party which includes the repair estimate. Many of our business partners have service level agreements (SLA) dictating the timescale for receiving this paperwork. Therefore if you choose not to shop a vehicle straight away it can result in delaying DRU’s process and make collecting the money owed to your branch more difficult.
- When we pull units to be deleted they are at the best possible price. If we shop units once pulled for deletion it increases the delete speed and potentially the vehicle will drop in value costing the company.
Manufacturers will often have to recall certain cars for numerous reasons, it may be for safety…
We define any outstanding recalls on our vehicles into 2 categories, and how we deal with each differs as follows;
- Safety/Priority – any recall of this nature will be communicated to the group with a specific timeframe and script to be followed when communicating with customers. Vehicles with this kind of recall CANT be re-rented once grounded until work has been carried out. Best practice is to ground these vehicles within 48 hours.
- Regular – the groups expectation is to ground within 30 days. Although regular recalls may not have a direct impact on the safety of the vehicle, if we choose not to get the work complete in a timely fashion it could lead to potential issues.
The majority of recall work should only take 30-60 minutes, therefore for Regulars recalls, the best practice would be to book the vehicle into the dealer for a day/time you know the car will be on site with you. If the vehicle is out to a customer who is keeping it beyond 10 days then you need to make arrangements to get the vehicle switched.
