The vital part of Service Development Program sharing types & configurations of workshop layouts, Special Functional Areas configurations (Component Repair Room , Tool and Equipment Room or Area, Compressor Room or Area, Bulk Grease and Oil Storage ,… etc) & at long last Facility Housekeeping.

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Service Development Program - Module 1
Continued …

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DOS (Dealer Operating Standards)

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Facility Planning
Facilities, Equipment, and Information Management: Continued …
2. Select the workshop layout that makes sense for the dealership’s needs:
There are Two basic workshop choices:
I. The center drive configuration “Single or dual lane”.
II. The open "California" style .

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Center drive configuration California style
Workstalls arranged in rows along a center drive
Workstalls in back-to-back rows, with each stall opening
to the outside, to lanes on either side of the building
Either a single- or dual-drive configuration Difficulty in temperature control
A set of stalls for each drive Excellent ambient light from the open doors
Seventy-foot-span layouts for each drive, allowing room to
service large and small vehicles together
Relatively large land requirement, because lanes are
required for each row of workstalls
Economical use of land because each drive feeds two rows of
stalls
Relatively small building footprint
Few costly doors to the outside
Limited wall area to adjoining offices or technical
support areas
Low energy costs because fewer doors means it’s more
economical to control temperature
An expensive overhead door (plus the attendant routine
maintenance) required for each workstall
Excellent design flexibility because there are more walls for
attaching or adding support elements (such as parts and
specialized areas for service)
Good ventilation without mechanical assistance (when
doors are open)
Appropriate mechanical and architectural elements required
for ventilation and lighting because the shop is fully enclosed

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Center drive workshop - two versions, one drive and two drives

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California-style workshop – two versions, one
drive and two drives
Mechanical Service
Combination workshop

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3. Next, consider that not all workstalls are the same size. Stall dimensions will differ according to
several variables:
I. The location of the stall—Corner stalls should be wider to facilitate vehicle entry and exit.
II. The size of vehicles serviced—Obviously, trucks and subcompact cars need workstalls of substantially
different dimensions.
III. Special equipment installed—Alignment equipment, dynamic test equipment, and multilevel quick-
service platforms require specialized spaces.
4. Plan specialized functional areas adjacent to the workstalls to increase the efficiency of the facility
and create a more productive working environment. These special areas are:
I. Tool and equipment storage
II. Component repair
III. Parts cleaning
IV. Technical information library

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Special Functional Areas
 Vehicle maintenance and repair is safer, easier, and more efficient when special support areas are
provided adjacent to the main workshop.
Component Repair Room
 A component repair room or area is where major power train units are repaired.
 Equally important, it frees up stall space for other repairs and keeps the workshop clean.
 The component repair area should be adjacent to the workshop to allow movement of components
directly from the vehicles into the workspace.
 Close proximity to the workshop parts counter makes the component repair area function even more
efficiently.
 Components repair area include:
1. Bench grinder
2. Brake-turning equipment
3. Cabinets for tool storage
4. Drill press
5. Hydraulic press
6. Metal trolleys or carts for movement of tools, parts, and disassembled components
7. Parts washer
8. Repair stands
9.Workbenches

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 Usually for heavy Mechanical (Engine and Transmission)
 Clean environment
 Only used by designated employees
 Properly equipped with items such as shop air, electrical outlets and benches
 Must be large enough to maneuver large pieces of equipment
 May be possible to keep special tools in this area as long as they are safeguarded against loss

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Tool and Equipment Room or Area
 A tool and equipment room makes it easy to store and maintain special tools owned by the dealership.
 Provide space for each tool in the room—small tools on pegboards or in cabinets and larger pieces of
equipment on designated areas of the floor or workbenches.
 Well Organized
 Well stocked
 Clearly labeled
 Monitored (either sign out sheets or staffed)
 Filing system recognized (either by J-tool number or systemized grouping)

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Compressor Room or Area
 For customer and employee comfort, locate this noisy area away from the reception area and insulate it
from the rest of the building, even if it must be located within the building perimeter. Specify a door
large enough to replace a compressor without disassembly.
 Install two compressors so that your operation will not be hampered if one unit suffers a mechanical
breakdown.
 Have them wired to work on alternate cycles so that they will wear at approximately the same rate.
Bulk Grease and Oil Storage
 Choose the site for bulk grease and oil storage carefully.
 It is difficult to move these units once installed.
 Be sure this room is not located in the way of future expansion.
 Select a spot on the building perimeter that features easy access, including doors opening to the
outside so that work is not interrupted when supplies are replenished.
Parts-Cleaning Areas
 A single, central parts-cleaning station near the component repair area promotes more efficient repair
of large components and simplifies vapor and waste control.
 Having individual parts cleaners near technicians’ workstations makes cleaning small parts practical and
helps make general repairs more efficient because technicians don’t have to leave the workstall.

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Warranty Parts Storage Room or Area
 The warranty parts storage area needs to allow easy movement of bulky parts.
 It’s a good idea to locate this area next to large doors that lead to a nearby dumpster.
 The warranty parts area must be large enough for an organized storage system.
 The type of shelving and space depends on your warranty repair volume. Also, having a small desk in
this area is helpful for handling the administrative side of warranty parts storage.
 Failed warranty parts must be kept in a designated area and it should be protected by some type of a
locking system or in a secure area of the parts/service department.

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Facility Housekeeping
PERFORMANCE BENCHMARK
Facility appearance is checked regularly and maintained as needed.
 A regular housekeeping schedule helps keep you in business. It maintains a professional image, reduces
repair costs, and optimizes the functioning of the facility.
1. Arrange for the customer contact areas—customer consulting, customer lounge, the retail parts
counter, the cashier area, and public restrooms—to be cleaned at least once a day. Check them
regularly throughout the day and have any problems corrected at once.
2. Have the workshop and related support areas cleaned every night. Set aside sufficient time every week
for technicians to clean tools, equipment, and workbenches. Compensate them for their time—it’s
worth it.
3. Arrange for a weekly cleaning of all paved areas in public view, and have litter picked up daily. In cold
climates, avoid the accumulation of dirty snow (from snow removal) in public areas.
4. Locate the trash and scrap storage area out of customer view. When necessary, use fences or plants to
screen the area.
5. Emphasize the importance of facility appearance to all employees, and ask for their help in maintaining
housekeeping standards. Make it easy for employees to help by keeping housekeeping equipment and
supplies where they are easily accessible. And demonstrate the importance of cleanliness by keeping
employee facilities—lunchrooms, locker rooms, and bathrooms—as clean as the rest of the dealership.

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6. Seek the opinions and advice of the janitorial staff and of employees. They see the areas much more
frequently and hear comments from customers. They can often identify trouble spots for you and make
suggestions for dealing with housekeeping problems.
7. Whether you’re using outside services or employees, monitor costs. Don’t skimp on cleaning supplies,
but be aware of trends and get explanations for unusual charges. Work with the business office to solicit
bids for services and supplies.
8. Make sure maintenance and janitorial equipment is designed for commercial or industrial use and is kept
in good working condition. Whether it’s auto repair or housekeeping, quality work requires quality tools.
9. Ensure that trash and waste are disposed promptly and properly. For a related discussion, read the
sidebar entitled Waste Management.
Improving Workshop Appearance
Lighting
 The best lighting is natural light—it projects a sense of warmth that makes employees and customers
alike more comfortable.
 When skylights are not feasible, choose lighting that approximates natural light—full-spectrum light
sources.
 When applied in work areas, not only will the resulting natural lighting please the customer, it will
enhance the workplace for employees.

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Remove Clutter
 It’s human nature for employees to get used to clutter in the work environment.
 It often becomes virtually invisible to employees—but not to customers.
 Remember, customers don’t see the service department every day.
 clutter gives an impression of confusion and shows a lack of concern for details.
 They worry that this attitude is present in the repair process.
 Don’t tolerate accumulation of clutter and junk .
Surface Finishes
 Establish painting schedules that correspond to the life expectancy of the paint and anticipated wear in
the different areas of the dealership.
 Pay close attention to other surfaces such as floors, driveways, and walkways these surfaces require a
finish much sturdier than ordinary paint especially the workshop floor.
 Traffic, heavy rolling test equipment, chemicals, fluids, grease, and oil can easily damage the shop floor
and make it look shabby in a short period of time.
Professional Cleaning
 Final measure for keeping workshop appearance at its best, schedule a thorough cleaning every week.
 The best approach is to hire a cleaning service that has specialized equipment to clean fixtures, walls,
and floors.

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Signs
 Critical for building and maintaining trust are the signs dedicated to credit and payment policies—these
must be clear, concise, and worded positively.
 It is smart to review the content of your signs from time to time. It’s not just embarrassing when signs
don’t correctly reflect policies; it can cost you money.
 Consider the tone of the messages, too. Is the information presented in a positive, helpful manner or is
the tone negative? Avoid words like:
Don’t
Never
No
Only
Restricted
 All customer messages—even warnings and disclaimers—can be stated in a positive manner that
doesn’t put people off.
Uniforms
 Look at your technicians’ uniforms from time to time, they need to be clean, in good condition, and
pressed if possible.
 Make sure that each employee has enough uniforms to last seven to ten working days and that the
employees use their uniforms without modification.

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Waste Management
 The service manager will almost always have significant responsibilities here as well.
 Work with the other department managers to develop waste management policies that meet regulatory
requirements and present a good image, outside and inside.
 Bad publicity generated from a disregard for the environment will cost the sales department the
opportunity to keep clients who are offended by shoddy waste management practices.
 Enlist the entire service department in your waste management efforts, everyone needs to understand
his or her role in safely handling and disposing of waste products.
 It’s very effective to put together an employee team to review waste management practices, educate
their coworkers, and informally supervise waste management practices on a day-to-day basis.

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See you in Facility Maintenance next Part

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Thank You
Mohamed Shehata
www.linkedin.com/in/mohamedshehata
Auto Business way
Autobway@gmail.com