This document outlines the department structure and responsibilities of a corporate support center. It details policies and procedures around operational audits, front end controls, inventory controls, housekeeping, uniform standards, safety protocols for vehicle handling, and quality assurance checks for oil changes. Guidelines are provided for approved repair services, credit card security, employee discounts, timekeeping, cash management, check processing, invoice accuracy, and inventory management.

1. Corporate Support Center
Department Structure and Responsibilities
1

2.  Question from Day 1
 Operational Audit Sections
 Policies/Procedures
 Front End Controls
 Inventory Controls
 Housekeeping
2

3. 3

4.  ALI Vehicle Lifting Points Guide
 Located either on the first two post rack or in a work
order pouch attached to the pre-set torque wrench set
4

5. 5

6. 6
$25,744.71

7.  All
 No visible tattoos
 No facial hair other than a neatly trimmed mustache
 No ear rings (Male) and one in each ear (Female)
 Side burns no lower than bottom of earlobe
 Hair neatly trimmed and off collar
 Technician & General Service
 G&K uniform service
 Black pants/shorts, belt, socks and shoes
 Black diamond polo shirt
 Management & Sales
 G&K uniform service
 Black pants, belt, socks and shoes
 Red short sleeve button down shirt
 Red long sleeve button down shirt required if there are visible tattoos
on arm(s)
7

8.  A mat and seat cover is to be placed in every vehicle
 Even if management and sales pulls vehicle in/out
 Tech or General Service associate may have to:
 Start vehicle or operate controls
 Vehicle may be taken on a test drive
 Vehicle may be relocated to alignment rack
 Etc.
Note: Make sure hands are washed prior to driving a
customer’s vehicle
8

9. Check the oil, Check the oil, Check the oil
 Prior to removing the oil, note oil leaks and any damage to drain plug or filter.
Make management aware of findings. (e.g. oil leaks or engine noise).
 Red Shirt associate must verify the oil filter to the application
 Any associate can verify the level on the dipstick (mandatory)
 Clean the drain plug and filter
 After the oil change is completed;
 Lower the vehicle and start the engine.
 When proper oil pressure is obtained shut off the engine and check the oil level.
 Raise the vehicle and check the drain plug and oil filter are clean and tight.
 Lower the vehicle and complete the Quality Assurance (QA) checklist.
Note: If a customer returns, or has their vehicle towed in, claiming an oil out
situation, check the oil level, filter and drain plug upon arrival with the
customer present.
9

10. 10
E n g i n e
F a i l u r e
I n v e s t i g a t i o
n

11. Customer called and stated that they were driving when
the engine failed. Vehicle taken to their mechanic for
inspection. There is not any oil in the engine.
11

12.  Vehicle arrived with no oil registering on the dipstick
 Engine had a noticeable knocking
 Employee did not inform his manager of vehicle
condition
 Oil filter had a double gasket
 Oil blow back on underside of vehicle
 $1,405 for new engine
 Associate received final counseling and was retrained
on performing oil changes
12

13. 13

14. Every “Wheel Off” is a potential fatality
 Torque chart
 “Stick It & Click It”
 Hand Torque with tires just touching floor
 Ensure all rust is removed with a wire brush.
 Wheel must fit flat against face of hub.
 No wheel modifications or spacers are to be used—
proper fitment is required.
14

15.  DO not like them and prefer to decline service
15

16. 16

17. 17

18. 18
Wh e e l o f f
I n v e s t i g a t i o
n

19. You just finished mounting tires back on the customer’s
vehicle. The customer leaves your location. The next
day the customer calls back and stated they were driving
home when the front right tire came off their car. Their
car went off the road and struck a guard rail. Another car
struck the wheel and tire.
Write the appropriate comments you would say to this
person:
19

20. Customer stated that the driver’s rear wheel came off his
1997 Ford Ranger. There is damage to both sides of his
truck. A couple days prior to the wheel coming off, he
felt a vibration in the vehicle. He was planning on
bringing the truck back to Kauffman Tire for an
inspection, but had not made it back yet. The customer
stated he was making a right hand turn when the wheel
fell off of the vehicle.
20

21. 21

22. 22
Struck concrete wall
when wheel came
off

23. 23

24. 24

25. 25

26.  Installed 4 tires, rear brakes and one stud
 Vehicle only drove 394 miles
 Oblong lug holes on wheel
 Thread patters in lug holes
 Marks on one lug hole as wheel finally came loose
26

27. Location did not torque the left rear wheel.
27
How could we have prevented this?

28.  What is repairable?
 Puncture must occur in the tread area of the tire at least 1 inch
away from where the sidewall meets the tread.
 Puncture cannot exceed 1⁄4 inch in diameter, slits can not
exceed 1⁄4 inch in length.
 Tires that have a damaged inner liner and exposed polyester
carcass are not repairable.
 Tires with inner liner rubber debris are not repairable.
 Punctures must be more than 3” apart, no more than two
repairs.
 Only tires with serviceable tread depth of 4/32nds of an inch
or greater are repairable.
 Less than six (6) years old, up to max of eight (8) years with
thorough RMA inspection.
28

29.  Use cleaner fluid to clean and scrape area around puncture.
 Drill puncture with carbide bit installed on tire repair drill. Follow the angle and path of
the puncture.
 Install plug stem with cement until thick part of plug is fully in the drilled hole.
 Trim plug just above inner liner surface.
 Buff area around puncture larger than the patch being used.
 Use a wire brush to remove rubber dust from area.
 Apply a thin and even layer of cement.
 Carefully remove the plastic coating from the patch being careful not to touch and
contaminate the rubber compound underneath. Install the patch directly over the injury.
 Stitch the patch down starting in the middle and working your way out. Remove poly film
cover.
 Apply repair sealer all around the patch and any buffed area not covered by the patch.
Trim the protruding plug flush with the tread surface.
29

30. Kauffman Tire primary focus is tires and related
services. We do not want to get caught up services that
can not be consistently performed throughout the
company
 List of approved services
 Approval process
 Brian Pechin or Andrew Bailey
 Document approval code in invoice
 Never are valve cover or intake gaskets allowed
30

31. 31

32.  Open orders less than seven (7) days old (Tirepro 1-5-1)
 Change to “Quote” unless a valid appointment
 Affects visible availability of product “F2”
 Do not use to hold product more than 7 days as it will tie
up product that can be sold
 Invoice ALL “No Charge” or “Warranty/Come Back”
orders and have them signed by customer
32

33.  PCI Compliance
 Applications & Resumes
 Must be secured in a locked file cabinet at all times
 Credit Applications
 Must be secured at all times
 Send to corporate office weekly
 At no time can a customer’s credit card information be
written on an unsecured document
 Take number over phone and process in credit card machine
at that time
 Never write on Work Order or Invoice
 Non compliance could result in losing the ability to accept
credit card payments
33

34. “Let me speak to your manager. I was reviewing my
credit card account and noticed that someone used my
credit card to purchase $1,252 at your store. HOW
COULD YOU HAVE ALLOWED THIS TO HAPPEN!!!!! I
bet you it was one of your employees.”
34

35.  Listen first, don’t talk
 They are mad at the situation and not you personally, even if it does not
feel that way
 Do you have a moment for me to gather some information?
 Name
 Location of service (i.e. 3 Suwanee, Ga. locations)
 Date
 Amount
 Have you contacted your credit card company to dispute this claim?
 Have you contacted the local police department to file a police report?
 We are not able to give account or customer information to anyone
other than the actual customer
 We will fully cooperate with the police and credit card companies to
resolve this very unfortunate situation
35

36.  Who is eligible to receive the discount
 Employee
 Employee’s Parents
 Employee Dependents
 Tire/Wheel
 Purchased at cost plus installation and fees
 Parts/Services
 No carry outs
 25% off menu prices
 Anytime a vehicle is in the shop it must have a work order
 Even if an employee works on their own car they must pay above
pricing structure
 Employee discount program and promotional offers cannot be
combined
 All work orders MUST be invoiced!
36

37.  Clock-in and out
 Lunch punches
 Any employee working five hours or more must clock
out for a minimum 30 minute lunch
 “Lunch Out” icon
 Manual punches
 At end of week print time card, have associate sign
it, and then file at store level
 Vacation Requests
37

38. 38

39.  Maintain Manifests for 36 month
 Scrap Tire
 Waste Oil
 Used Filter
 Water Separator, if applicable
 Hold pick-up copy until fully executed copy is received
 Generator
 Transporter
 Processor
39

40. 40
Generator
Processor
Transporter
Scrap Tire Manifest

41. 41
Generator
Processor
Transporter
Waste Oil/Filter Manifest

42. 42
NEW Tires (major U.S. domiciled brand), light bulbs, wiper blades
and engine oil (Meet or exceed O.E. standards and be in original
factory sealed manufacturer container).

43. From time to time a customer may ask us to hold their
wheels, tires, etc for pick-up at a later date
 Inform customer that you would be more than happy
to hold them for up to seven (7) days
 Mark them appropriately
 Store them as to avoid damage/theft
 If not picked-up with in seven (7) days you need to
contact the customer for a status update
 Document each contact with customer
 Discard if no customer contact or pickup after 14 days.
43

44. What do you do if a vehicle appears in your lot or a customer
fails to pick up their vehicle?
 Make every attempt to contact the customer regarding the
removal of their vehicle
 Money owed
 Vehicle never entered a service bay
 Abandoned vehicle process
 Contact Loss Prevention to start the abandoned vehicle process if
no contact with customer for more than seven days
 Negale will attempt to make contact with customer
 Contact local law enforcement to see if vehicle has been reported
stolen
 If not already, towing company sign will be installed at least 24
hours prior to removal of vehicle
 Towing company will process abandoned vehicle, collecting any
money we are owed.
44

45. 45

46.  Drawer & safe should be locked at all times
 Do not leave keys unattended at any time.
 Cash drawer is to be balanced prior to opening and
after closing daily
 Any variance of +/- $1.00 need to be explained
 Legibly document actual bill and coin totals
 Ending cash on-hand recorded on EOD
46

47.  Print End of Day Report (Tirepro 3-4-2)
 Balance
 Credit cards
 Cash
 Checks
 Charge
 ROA
 Paid Outs
47

48.  If there is a variance it needs to be documented under
“Notes”
 Including Support Center ROA’s payments
48

49. 49

50. 50
Send to Accounting at least twice a week.

51.  Required to be made on a daily basis
 Secured in safe until taken to bank
 Legible deposit slip
Note: If your location is making deposits through
“Night Drop” you need to pickup deposit slips every few
days to ensure the accuracy of the deposit
51

52. Kauffman Tire uses Certegy to guarantee customer checks
 Following information is required and must be legible
 No counter checks
 Pre-printed with customer information
 Phone Number
 Store number (i.e. “G46”)
 State of drivers’ license issuance
 Drivers’ license number
 Date of birth
 Certegy authorization number
 Signature
 Deposit stamp must be immediately placed on back of
check, prior to placing in the cash drawer
52

53. 53
Kauffman Tire
Seven Hundred Sixty Two and 94/100
John Doe
762.94
Tires and Oil
4/25/12AP342981
GA
2-26-68
DL1234567890 G46

54.  What checks are to be processed through Certegy for
approval?
 All checks are to be processed through Certegy, even if it
is a business.
 Even business checks need the required information for
approval.
 If the check is declined then it can not be accepted as a
form of payment.
54

55.  Receive call from Accounts Receivable Department
that check has been returned
 Contact customer and inform that check was declined
and arrange payment within 7 days
 Contact Maleah Napier if payment is received
55

56.  What do you do when the work has been performed
and the customer’s payment method has been
declined?
 Ask if they have another form of payment
 Suggest applying for a Kauffman Tire credit card
 If all else fails contact your District Manager for
direction
56

57.  Process on day of purchase
 Process daily and change ending cash on hand to reflect
actual amount in till
 Parts and towing charges need to have the work order
number referenced on the receipt
 The receipt must be signed by the individual processing
the paid out (giving cash out of drawer)
 Mileage, fuel and meals need to be submitted on an
expense report to your District Manager
57

58. 58
The work order number should be
listed on parts invoices
Cost needs to be
updated in invoice
Initials of associate giving
cash out of drawer

59. 59
Initials of
associate giving
cash out of
drawer
Must be
processed on
same date as
purchased

60.  Reference the original order number in the return
 Manager or Assistant Manager must review and sign
every refund verifying the accuracy
 File with daily invoices
60

61. 61

62. A customer’s invoice is a legal reflection on the
service(s) we performed
 Accurate information
 Customer, vehicle, services, recommendations and notes
 Recommendations and pricing updated from work order
 What was found
62

63. Entire DOT data must be
accurate, as it is filed
electronically for customer
Verify all customer and vehicle
information is accurate
Update tag to vehicle being serviced
Any red shirt who verifies the actual
filter application should initial
Any associate, other than one
performing service, who
verifies level should initial
Document accurate
condition of car after
services completed
63

64. Federal Requirement
 At Kauffman Tire we electronically file every tire DOT
number for our customers at no charge
 Verify customer’s current address
 Accuracy & Legibility of “DOT” numbers are imperative
 Update accurately into order
 If more than one DOT number, list each separately
64

65. 65

66.  Must have a copy of “State of Georgia Department of
Revenue Sales Tax Certificate of Exemption – Georgia
Purchaser of Dealer”
66

67.  Why do you use them?
 Why not use a discount code?
 POS Audit Report (Tirepro 1-5-5)
67

68. 68

69. 69
 Stock Status (Tirepro 4-6-1)
 Adjustment Procedure
 Quick Stock Count (Tirepro 1-5-12)
 Inventory Transfers (handling
and cleanup)
 Excess Inventory
 www.ktintranet.com
 Shop Management

70.  Quick Count(Tirepro 1-5-12)
 Compare actual number of new tires in location to
system
 Cycle Count(Tirepro 4-6-1)
 A count of specific manufacturers
 Full Inventory(Tirepro 4-5)
 Every new tire in the location is verified and compared
to the System inventory
70

71. 71

72. 72

73. OPEN STATUS – G43 TO G90
73

74.  IN-TRANSIT STATUS – G43 TO G90
74

75.  COMPLETED STATUS – G43 TO G90
75

76.  Intercompany transfers must not be left in “Open”
status for any period longer then four days. This will
help to ensure that inventory is available to be sold!
 In-transit transfers must be completed immediately
when the merchandise is received at the location.
76

77.  Most often, a transfer discrepancy occurs when a
“buying” location receives tires from the “selling”
location in incorrect quantities (over/short).
 Tires that are short received ARE NOT put back into
the selling location’s inventory without a manual
adjustment.
 Transfer Discrepancies print automatically to the
selling location’s printer.
77

78. 78

79.  Match physical quantity of tires received to tires
delivered from selling location.
 Circle quantities on transfer documents.
 Transfer document should be signed by driver who
delivered tires/red shirt who received tires.
79

80.  Manual adjustments to inventory can only be done by
District Managers and Loss Prevention team.
 All variances should be adequately researched prior to
making adjustments.
 If variance results from transfer discrepancy – it should
be corrected in the same manner when possible.
80

81.  Easiest way to prevent variances is to be ORGANIZED!
 Tire Storage Areas should be organized by
Brand, type, item number – this makes it easier and
more productive to pull tires while reducing the
opportunities for errors
 All tires MUST be labeled and the label must be facing
outward on the rack.
81

82. 82

83.  Run on tire(s) not processed through manufacturer
adjustment process and placed in racks
 Pre-sold tires
 Tread Depot
 Outside Purchase Tires (OPT)
 Unorganized
 Counted wrong on last inventory
 Tires actually installed on vehicle are not invoiced
 Wrong tire installed on vehicle
 Receiving error/mis-label
 Transfer discrepancies not researched and corrected
(Tirepro 10-2)
83

84.  Define Manufacturer Adjustments
 Define Road Hazard Adjustment
 Define high tread
 How do I create and adjustment
 Staging adjustments
 Adjustment / high tread pick-up
 Claim Journal (Tirepro 1-5-7-12)
 Research / Follow-up
84

85. 85

86.  Look in employee history to see what they paid for the
tire.
 Calculate the adjustment based on what they actually
paid.
86

87. 87
Jan/Feb Mar/Apr May/Jun Jul/Aug Sep/Oct Nov/Dec
Cooper
Mastercraft
Starfire
Goodyear
Dunlop
Kelly
Kumho
Toyo
Michelin
BFG
Pirelli
Cooper
Mastercraft
Starfire
Goodyear
Kumho
Pirelli
Toyo
Michelin
BFG
• Cycle counts are performed every 60 days during the
operational audit
• Retail stores will continue to submit weekly quick count
data to Negale Brown in Loss Prevention
• Full Inventory will be performed based on (Weekly quick
count data, investigations or cycle counts)

88.  Organize by Brand, Model and SKU
 Speed Rating
 Sidewall
 Size
 All labels facing out
 If a label is missing, label tire accurately
 Manufacturer
 Brand
 Size
 Speed Rating
 Item number
88
Kumho KR21
225/40R18 95V
# 1234567

89. An unorganized stock room can lead to a sales screen
that you can not trust…
 Tires pulled incorrectly
 Size
 Speed Rating
 White wall versus black wall
 Load index
89

90. 90
Unorganized

91.  From time-to-time, Kauffman Tire locations will need
to purchase tires from and outside vendor t satisfy a
customer’s request.
 When the tire is delivered to the location inspect the
tires and compare them t the actual invoice.
 Make a copy of the invoice and send the approved
original to accounting via inter-company mail.
 Attach the copy to the outside purchase tire if it is not
installed/sold within 24 hours.
 Place the tire in a segregated location.
 All outside purchase tires will be returned to the vendor
if not picked up/paid for by the customer within 14 days.
91

92. 92
The 51st week of 2015
What is the last week you can sell this tire?

93. Try to sell what is in your house if at all possible
 “Open” status
 “In-Transit” status
 “Completed” status
 Discrepancy
 How created
 What Prints
 Research
 On-hand adjustment
93

94. 94
 What is a transfer discrepancy report?
 How do I get one?
 How do I research it?

95. 95

96.  Shows customers and employees that you take pride in
your location
 Customers notice a clean location and appreciate that
the same attention will be given to their vehicle
 Housekeeping and Safety go right along with each
other
96

97. 97
Do you want to meet
with a customer in
this office?

98. Good housekeeping shall be maintained in the showroom, shop, and parking lot. At a
minimum, the following requirements must be adhered to:
 Aisles and passageways shall be kept clear of tripping hazards
 Trash shall not be allowed to accumulate and must be removed
 Appliances, counters and manager’s office clean and organized
 Would you be proud to discuss a customer situation in your office?
 Cleanliness and organization
 Smell (food, trash, etc.)
 Tool boxes cleared of clutter above and below
 Rest rooms
 Trash emptied daily
 Paper products and soap dispensers full
 Rinse sink when washing hands
98
Never allowed

99.  Sidewalks/Bay Entrances
 Do not sweep or wash debris from shop to exterior of building
 Shop floors must be cleared of debris and spills.
 Place wheel weight bucket near balancer and tire changers so
removed weights can be thrown directly in to bucket, not on floor
 Equipment must be cleaned daily
 Do not stick tire labels to equipment
 Pressure gauges and tire equipment must be clean and in good
working order at all times.
 Oil change pans must be cleaned and emptied as soon as
practicable
 Lights (Interior, Exterior, Signs and Emergency Fixtures)
99

100.  Must be empty unless in use!
 Brown in color
100

101. 101
Trash over
flowing
Oil and oil dry
not cleaned up
Tool and hose
creating trip hazard

102. 102
Mop bucket blocking
electrical panel
Access to eye wash and
water fountain blocked

103. 103
Wheel weight bucket is
right there
Missed bucket and will
get swept up and thrown
away

104. 104

105. Make good housekeeping skills a part of your daily routine. Before
beginning work, look around your workstation for unsafe conditions.
Your prompt action can prevent an accident.
105

106.  Opening/Closing Checklist
 No radios and cell phones in shop
 Includes no use ear phones
 Please pull cars to the curb for our Elderly customers
106

107. 107

108. Questions
&
Answers
108