Recap SST JC

What is the CORRECT sequence of Standard Service Transaction?

• Appointment > Reception > Job Distribution > Job Performance > Quality Control > Car Wash > Invoicing > Active Delivery > Follow Up

• Appointment > Reception > Job Performance > Job Distribution > Quality Control > Car Wash > Invoicing > Active Delivery > Follow Up

• Appointment > Reception > Job Distribution > Job Performance > Car Wash > Quality Control > Invoicing > Active Delivery > Follow Up

• Appointment > Reception > Job Distribution > Job Performance > Quality Control > Car Wash > Active Delivery > Invoicing > Follow Up

Which of the following is INCORRECT about Standard Service Transaction?

• Steps that are essential but not in logical sequence.

• Customers might be unsatisfied if your workshop fails to perform a step, or do the steps out of sequence.

• Successful planning and perfect execution will lead to customer satisfaction and good profit.

• Step by step activities a Honda dealer should follow.

What is the impact to the dealer if service jobs are not performed consistently?

• Dealer will need to hire more staff.

• Dealer's operating cost will increase.

• More staff will resign.

• Customer might be unsatisfied.

Upon customer’s arrival, Receptionist (CRE) SHOULD NOT:

• Greet customer.

• Request service booklet and car key.

• Invite customer for Walk Around Inspection.

• Check in customer’s arrival in the system.

Which of the following should be done by Service Advisor one day before appointment customers’ arrival?

I. Prepare Walk Around Inspection Sheet and system auto-generated Service Order.

II. Study their vehicles’ service records.

III. Conduct Appointment Reminder.

IV. Check Technician's availability.

• I, II & III

• I, II & IV

• I, III & IV

• II, III & IV

The following is the reason why eWCC is needed in workshop, EXCEPT?

• Job Controller doesn’t have to do any monitoring because there is a system.

• Difficult for JC to mentally remember all work progress.

• Other staff can communicate with each other on all work progress.

• Able to immediately detect any problem and communicate changes to customer.

Service Advisor informs Job Controller that the delivery time will be at 3pm. By using information below, calculate the latest time for the vehicle to enter service bay.

• 12:00 PM

• 10:30 PM

• 11:00 AM

• 1:00 PM

The following situations require re-adjustment at eWCC on actual day, EXCEPT:

• Appointment customer arrives early/late.

• There is additional job or job delay.

• Car parks are insufficient.

• There is mistake in production time planned by Customer Relations Executive.

Which of the following is CORRET about priority given in Job Distribution?

• Jobs should be prioritized based on first come first serve.

• Always distribute job for walk-in customers first.

• Do not distribute job for walk-in customer until all jobs for appointment customer are distributed.

• While distributing job, Job Controller needs to consider customer’s waiting status and type of job is being conducted.

What should Job Controller do to prepare for actual day?

I. Review eWCC timeline one day before.

II. Update Technician’s attendance on actual day.

III. Reassign bay and Technician for Carry Over job on actual day.

IV. Call customer to confirm on their arrival one day before.

• I, II & III

• I, II & IV

• I, III & IV

• II, III & IV