The auto oil change typically includes not only changing the engine oil but also changing the oil filter, tire rotation, brake pad inspection, tire pressure check, fluid level checks, belt and hose checks. See the attached Auto Maintenance Service Process flowchart.

1. Describe the purpose of any process flowchart, not necessarily this flowchart.
2. Explain why the Auto Maintenance Service Process flowchart would, or would not, be useful to a service manager. Explain why it would, or would not, be useful to a service mechanic.
3. Explain the meaning of the terms value-added and non-value-added as they relate to process steps. Identify three steps in the Auto Maintenance Service Process that add value to the customer and explain why. Identify two steps that do not add value to the customer and explain why. Does this mean the two steps do not add value at all and so should be eliminated? Explain.
4. One obvious metric would be the time required to complete the service process, but the time is different depending on whether one sees the process from the customers perspective, or the managers perspective, or the technicians perspective. Would it be helpful to keep track of one, two, or all three of the times? Explain.
5. Explain the meaning of the terms leading metrics and lagging metrics, with an example from this process. Explain what lagging metric, or metrics, would be appropriate. Explain what, if any, leading metrics would be appropriate?

Auto Maintenance Service Process (Basic service includes oil change, tire rotation, brake pad inspection, tire pressure check, fluid level check, belt and hose check.) Repair authorized Exit to repair process Inputs Process steps Outputs Inspect tires for wear Problem Notify service noted manager who notifies customer Repair deferred Remove tires ? Check tire Inspect brake pads for wear Rotate tires back/front OK pressure Auto arrives for service Service manager checks in auto Auto moved to service bay Tech. gathers materials and tools Auto raised on lift Place pan beneath oil plug Oil plug removed Wait for oil to drain Auto departs Customer pays Notify customer Notify service manager Update service records Put oil plug back in Locate and remove oil filter Install new oil filter Both done ? Yes Repair authorized Repair deferred Notify service ? manager who notifies customer Exit to repair process Use dip stick to check for proper oil level Replace engine oil cap Pour in new oil Remove engine oil cap OK 2 Check belts and hoses Check fluid levels & fill as required Problem noted Lower auto from lift