SDTT 4M Audit DIY Answers

PREPARED BY MAS OFFICE CENTRAL 1:
HJ DZULKEFLI/HAZRY/SHUHAIMI/ZULKAFLI/KHAIRUL
ALL RIGHTS RESERVED, USE WITH PERMISSION.
A. MACHINE
1) Special Tools
a) Carry out special tools survey (Use Recommended: Available list from Centre) “0”
score if list not available. “1” score if list is available but SST incomplete as recommended. “2”
score for full compliance. Recommended list must cover all existing Models.
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b) Are special tools properly labelled & stored utilising tools hanging board? Inspect
display to confirm SST hanged as per Groupings with cut outs/shadowgraphs. “2” score for full
compliance. “1” for partial display only. “0” score for non-compliance.
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c) Are the special tools being used when required? Review log. Book to confirm usage of
special tools. Or visual checks on work in progress to confirm usage of SST. “2” for full
compliance. “1” for partial compliance. “0” for non-compliance. M
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2) Workshop Equipment & General tools

a) Carry out tools and equipment survey. Use Recommended: Available list from Centre. “0”
score if list not available. “1” score if list available but equipment or tools incomplete. “0” for
non-compliance.
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tools & equipment stored at designated areas with SOP, clear labels or lines
drawn? Inspect designated areas for equipment storage with SOP of usage, clear labels or lines.
“2” score for full compliance. “1” score for partial compliance. “0” score for non-compliance.
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c) Are there sufficient hoist in the centre? Confirm hoist available is at least 60% of total work
bays available in centre. “2” score for 60% & above. “1” score for 60%. “0” score for below
60%.
NOTE: IF HAVE 10 WORK BAYS, MINIMUM 6 BAYS MUST HAVE HOIST (60%X10=6).
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d) Are equipment & tools maintained regularly and in good condition? See
Schedule list for details on maintenance & conditions. “2” score for full compliance with
good conditions & up-to-date schedule. “1” for incomplete or outdated schedule. “0” for
non-compliance.
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e) Is PDT 2000 available & regularly updated? Check PDT 2000 available & in M
working condition with a simple test. Confirm updated version. “2” score for full
compliance. “0” for any incomplete item.
NOTE: CHECK DISPLAY ON SCREEN FOR VERSION, MINIMUM REQUIREMENT VERSION 2.01 .
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f) Are all measurement tools & equipment calibrated on 6/12 months basis?
Request for calibrations records. “2” score for full compliance. “1” score for incomplete or
outdated records. “0” for non-compliance. Ensure on up-to-date 6/12 months basis.
NOTE: ALL MEASURING EQUIPMENT NEED TO HAVE CALLIBRATION SUCH AS, VERNIER CALIPER, MICRO
METER,D.T.I, TORQUE WRENCH.
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3) Hand Tools
a) Is Standard technician tools list available? Request list of basic tools for technicians. “2”
score if list is available. Any incomplete or non-available list will score “0”.
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b) Does each technician have designated set of minimum required hand tools? Confirm
with Service head on minimum required tools and availability. Visual inspection of hand tools
with minimum 3 technicians. “2” score if range of tools complete, in good condition and 1 set per
technician allocation. “0” score for any non-compliance, i.e. tools incomplete, bad condition,
missing, group sharing basis etc. M
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c) Does service centre maintain, update & audit regularly all standard technicians’ tools
list? Request Service Head for copy of audit up-to-date maintenance records, with results and
improvement actions required.
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B. MAN
1) Organisation
a) Provide latest organisation chart of service centre – “0” score if out dated chart or no
chart. “1” score if chart not stamped, signed or number of staff counted incorrect, “2” score if all
checks are found correct & carried out.
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b) Basic skill qualification of Productive staff - Minimum level required – MLVK Level 2 in
Automotive Sector. Apprentice excluded. State No. & Levels. “2” score for full compliance. “1”
score for incomplete requirement. “0” for non-compliance.
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c) Is service quality and customer satisfaction measures carried out and achieved?
Explanation required by Service Head. Answer must include quality control measures, customer
satisfaction measures, vehicle delivery, follow-ups & surveys. “2” score for coverage on al
subjects. M
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d) Are standard uniforms available for all staff? “2” score for full compliance with no
additional logos or other brand names. “1” for full compliance but with additional logos or other
brand names. “0” score for non-compliance.
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e) Are attendance of all staff regularly monitored and maintained at above 90%? Visual
inspection for display of attendance and previous month attendance summary with monthly %
indicated. “2” score for full compliance with 90% attendance above. “1” for full compliance with
90% below. “0” for non-compliance.
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f) Are the job descriptions for each staff clearly defined & explained? Obtain copy of
written job description for all sections. Interview minimum 2 staff for understanding of job. “2’
score for full compliance. “1” for incomplete job description or unable to explain job description in
interview. “0” score for non-compliance of all.
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g) Are there sufficient Service Advisors to handle incoming customers? Average Service
Advisor against customer range from 1:15 or 1:10. Confirm against daily average repair order
and number of Service Advisor. “2’ score for within range of 10-15. “1” score for above range.
“0” score for below range. M
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2) Training
a) Does service centre have an annual training plan & schedule for all service staff?
Obtain copy of training plan & schedule. Includes internal training. “2” score for full compliance.
“1” score if incomplete or outdated schedule & plan. “0” score if non-compliance.
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b) Does service centre record & display skill chart of all service staff? Confirm “latest”
copy of skill chart on display with company chop and signed by Service Head. “2” for full
compliance. “1” if incomplete or outdated, “0” for non-compliance.
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c) Have service staff attended all training programs offered by Tech/Training Dept?-
(Show Chart/ Records) Confirm training attended as per records. Training Certificates must be
displayed at customer waiting or reception area. “2” score for full compliance, “1” for partial
compliance. “0” for non-compliance.
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d) Are service staff “ Career & Competency Profile” carried out? (To establish training
needs) Request copy of “Career & Competency Profile” for verification. “2” for full compliance.
“1” for partial compliance. “0” for non-compliance.
NOTE: EVERY CENTER MUST HAVE CAREER PATH,I.E.

HOW MANY YEARS AS TECH 1 OR HOW MANY YEARS AS TECH 2 .
ALSO EACH CENTER MUST IDENTIFY COMPETENCIES NEEDED FOR EACH POSITION.
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e) Does service centre offers new technician orientation program? Confirm orientation
program records/forms and discussion with minimum 2 technicians to confirm process being
carried out. “2” for full compliance. “1” for partial compliance. “0” for non-compliance.
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f) Are service centre meetings held to discuss effectiveness of training on

a regular basis? Request copy of minutes of meeting carried out & action plan on areas of
improvement. “2” for full compliance. “1” for partial compliance. “0” for non-compliance.
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C. MATERIALS
1) Service Materials
a) Are all service materials for each model, e.g. product manual, electrical, chassis,
standard text & flat rate manuals, etc available? (Note: Is a service material master list
maintained?) Inspect all service materials available and request for master checklist of all models
against manuals available. “2” score for full compliance. “0” score for incomplete or out dated
list.
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b) Are service materials easily accessible to technicians? Confirm accessibility & procedures
for usage of materials. “2” score if easily accessible or separate set available. “1” if set locked in
Manager Office but with keys available. “0” score if usage cannot be carried out as due to above.
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c) Are service materials being used whenever needed? Confirm with minimum 3 technicians
on usage of service materials. “2” score for full confirmation by all (3) technicians. “1” score for
usage at times only or only (2) technician confirms. “0” if usage not carried out due to not
available as above.
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d) Does service centre provide & maintain a “Safety & Health Manual”? Request to view
Safety & Health Manual. “2” score if available. “0” score if not available.
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e) Does service centre maintain a ‘Warranty Procedure & Policies Manual”? Request to
view Warranty Manual & confirm updated versions. “2” score if available and updated version.
“0” if not available or outdated version.
5

f) Does service centre provide seat, fender, floor, and steering covers to all vehicles
during services? Visual inspection of all vehicles in work bays where repairs are in
progress.
“2” for full compliance. “0” for incomplete usage and incomplete items.
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2) Parts Issuing time & Parts Availability
a) Are technicians getting maintenance parts without long waiting time at parts
counter? Understand on parts issuing process and discuss with minimum 3 technicians on
parts waiting time required. Simple & clear parts issuing process and minimum waiting time
allowed 5 minutes per R/O will award “2” score. Any non-compliance will score “0”.
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b) Does service centre comply on usage of genuine parts? (Indicate. …………%) Request
confirmation from Service head on % and inspect the parts store. Any sale or stock of Non-
genuine parts or non-approved accessories/additives will result in “0” score. “2” score for 100%
Genuine Parts utilized and stocked. M
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c) Does service centre maintain minimum 1-month parts stock level? (See MAD Parts)
Confirm on stock level with parts orders forms for Monthly Average Demand as based on vehicle
throughput. “2” score if all forms/orders in order. “1” score if orders at intermittent timing. “0”
score if orders at long non-order periods. E.g. 4 months above.
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d) No. Of average VOR per month (Indicate………………units) (See Parts Outstanding Orders)
Obtain documents to verify Vehicle Off Road and Parts Outstanding Orders. VOR allowed at
maximum 2% of monthly vehicle t/put. “2” score for full compliance. “1” score for partial
compliance. “0” score for exceeding 2% VOR or no documents to confirm VOR/ Parts Orders.
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e) Does service centre maintains up to date parts catalogue & price list? Request visual
inspection of catalogue or CD & confirm updated versions. “2” score for up-to-date and full
compliance. Any non-compliance will score “0”. M
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f) Does Parts Dept maintain a parts fill rate report? Obtain Parts Fill Rate report from Parts
Supervisor. Request copy for reference. “2” score for full compliance. “0” score if no documents
are available.
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3) Service Information
a) Does Service Centre maintain a updated workshop floor plan? Confirm with Service
Head the workshop flow process and obtain copy of plan. “2” score for readily or displayed
workshop plan. “0” score for non-available plan.
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b) Are Service Bulletin updated, filed, summary index list recorded by using a binder?
Inspect Service Bulletin file and confirm updated information. Check Summary Index list. Score
“2” for full compliance. Score “1” for partial compliance, e.g. not updated, incomplete bulletin,
summary index list not maintained. “0” for non-compliance for all items.
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c) Are Service Bulletin posted on notice board for all staff information? Ensure Service
Bulletin posted on notice board for the last 3 months. No Service Bulletin posted scores “0”.
Outdated Service Bulletin scores “1”. Full compliance scores “2”.
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d) Are Service Bulletin circulated or explained with staff acknowledgement of Bulletin?

Check Service Bulletin or Binder file for circulation with staff signature as confirmation to reading
the material.
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4) Technical Report
a) Does the service centre actively participate in product/ problem solving by
submitting (PQR/TIR) Technical Reports. Etc?
Confirm Technical Incidence Reports File and number of cases submitted per month. Status
report for all TIR. “2” score for full compliance. “1” score for long outstanding TIR as partial
compliance. “0” score for non-compliance of all items.
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b) Does service centre maintain PQR/TIR Reports summary file and status reply
reports. Check Technical Incidence Report File for “Summary Index List” records with reply
status records. “2” score for full compliance. “1” for partial compliance. “0” for non-compliance
of all items.
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D. METHODS
1) Daily Operating Controls
a) Are regular business hours, retail labour rate, service menu, etc. posted to show the
customer? Confirm all displays with photos to show place & location, which must be near
customer view. “2” score for all items complied. “1” score for partial compliance. “0” score for
non-compliance.
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b) Does service centre take appointments for service customers? Request to view
Appointment List. Confirm Appointment Tracking System used. “2” score for implementing both
items. “1” for appointment list only. “0” for non-compliance.
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c) Are appointment calls or incoming calls answered politely in std format? Confirm all
incoming calls whether follows std. Answering format. Request written answering format.
Observe 2 incoming calls or direct call in by auditors to confirm process. “2” score for full
compliance. “1” for partial compliance. “0” for non-compliance.
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d) Does service centre fill Repair Order Forms properly and effectively? Confirm R/O
carried out with all request agreed and customer signature. Check at least 5 Repair Orders for
compliance. “2” score for full compliance. “0” for any non-compliance.
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e) Does service centre use Daily Operating Control sheets to assign work and to
follow
work progress by assigned personnel?
Confirm on process flow, vehicle control form and P.I.C with follow up procedures and time
chart. “2” score for full compliance. “1” for partial compliance. “0” for non-compliance.
5
f) Does service centre have a std written Customer Reception Procedure? Request copy
and confirm on written Customer Reception Procedure of service centre. This covers, before,
during and after repairs, e.g. appointment reminder, vehicle ready call up, additional repairs
required, & 48Hr follow-up calls etc. “2” score for full compliance. “1” for partial process available.
“0” for non-compliance.
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g) Does service centre carry out quality control for all repairs to maintain service
quality? Request on Quality Control procedure & check sheets used. “2” score for full
compliance. “1” for partial systems. “0” for non-compliance.
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h) Are repairs carried out by using of appropriate tools and equipment? Carry out
discussion with at least 2 technicians to confirm usage of tools, equipment testers, etc and test
technician’s ability to use tools or testers by verbal format. “2” score for full compliance. “0”
score for any non-compliance.
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i) Does service centre submits warranty claims completely, accurately and in

accordance to Warranty Policies & Procedures?
Check Warranty Submission File for submissions. View at least 2 warranty claims to confirm
accuracy, required documents and submission within date frame. Ability & understanding of
Authorised Personnel on warranty procedures. “2” score for full compliance. “1” for partial
abilities. “0” for non-compliance.
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j) Are warranty parts properly tagged and stored in designated areas and disposed
periodically according to Warranty Procedure & Policies? (Std. 2 mths disposal period)
View warranty parts store for proper storage with tags on parts and confirm disposal records in
warranty file. “2” score for full compliance. “0” score for any partial non-compliance.
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2) Performance
a) Has the service centre established daily, monthly and annual objectives?
(No. Of Vehicles/Repair Orders, Service Sales, Profit, Efficiency and Productivity etc)
Request Service Head for detailed reports and obtain copy for reference. “2” score for full
compliance of all items stated. “1” for partial compliance. “0” for non-compliance.
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b) Are regular service meetings held to explain, understand problems and seek
improvements? View on Monthly Meeting minutes and discuss with at least 2 service staff to
obtain feedbacks & effectiveness of meetings. “2” score for full compliance. “0” score for any
partial or non-compliance.
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c) Does service centre maintain monthly turnover reports? (Target, actual, profits &
loss) Request copy of Service Centre Monthly turnover Report for reference. “2” score for ability
to provide reports. “1” for partial information available. “0” for non-compliance.
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d) Are sectional reports available? (Parts, labour, lubricant, sales, turnover per vehicle
etc) Obtain separate reports for other services. E.g. parts, labour, lubricant, accessories etc.
“2” score for full compliance. “1” for partial information available. “0” for non-compliance.
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e) Does service centre measure Service Adviser Daily/Monthly sales and targets?
Request Service Head for reports on Service Advisor Daily/Monthly sales and targets. Explanation
by Service Head required on measures of achieving them. “2” score for full compliance. “1” score
if only records are available but no measures/action plan to achieve the targets. “0” for non-
compliance. M
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3) Time Control
a) Is a time control system utilised? M
View on time control system used and obtain copy or photo as evidence. Time control system
consists of clocking on & off of each job or recording all jobs and summarizes the total time
worked by each technician on monthly basis. “2” score for full compliance. “1” for partial system
applied. “0” for non-compliance.
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b) Does the service department measure efficiency and productivity? Request for
Summary of Technician Monthly Efficiency/Productivity Report. “2” score for full compliance. “0”
score for non-compliance. Labor Efficiency (Target 80%)= Invoiced Hr/ Clock Hr.
Productivity (Target 90%) = Invoiced Hr/ Available Hr.
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c) Does service centre monitors and reports come back jobs? Request copy of
Come Back Jobs Records and confirm on measures to identify causes of CBJ and preventive
measures taken. CBJ level acceptable – below 1%. “2” score for full compliance. “0” score for
any non-compliance.
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4) Facilities
a) Does service centre provide reception and write up area in a clean and tidy
condition? Confirm reception area in clean condition with photo as evidence. “2” score for full
compliance. “0” score for any partial non-compliance.
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b) Does service centre have a customer waiting room? Confirm available customer waiting
room/area with photo. Air cond. Is a must. Reading materials, TV & refreshments must also be
available with minimum mineral water dispenser installed. “2” score for full compliance. “0” score
for any partial or incomplete compliance.
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c) Is customer waiting room maintained daily in clean, tidy and comfortable conditions?
View customer waiting room/area for cleanliness and maintenances carried out. Customer toilets
must be clean and in working order. “2” score for full compliance. “0” score for any partial or
unsatisfied items. M
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d) Are staff facilities clean and workable? E.g. lockers, toilet, washroom, rest area, & safety
kit. Ensure staff facilities are in working order and sufficient for staff. Submit photo with audit
report. “2” score for full compliance. “1” score for average acceptable level. “0” for non-
acceptable levels.
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e) Are parking areas sufficient for customer and staff? View parking area whether sufficient
to centre. Customer & staff car parking should be separated. Std. Required: Parking bays are
double the number of work bays. “2’ score for full compliance. “0” score for any item non-
compliance.
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f) Are parking areas clearly marked and well maintained? Confirm parking area for
customer and staff are marked. “2” score for full compliance. “1” for partial compliance. “0” for
non-compliance.
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g) Does all signs and colours conform to Corporate Identity requirements?
View all CI signage to confirm compliance. Submit photo for evidence. “2” score for full
compliance. “0” score for any incomplete or non-compliance items.
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h) Are identification signs, directional signs and facilities signs at required locations?
Inspect Service Centre for all signage. E.g. reception, toilet, directional & entrance signs
available. Submit photo with audit report. “2” score for full compliance. “0” score for any item
Non-compliance.
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i) Are all signs in good condition and visible? View all signs allocated for condition and
visibility. Submit photo with audit report. “2” score for full compliance. “0” score for any item in
unacceptable condition, e.g. faded, broken, missing etc.
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j) Does service centre have sufficient work bays to cater to daily vehicle volume? Discuss
with Service head on vehicle daily volume as against work bays to confirm on sufficient work
bays. Industry Avg. Guide: 1 work bay: 3 – 4 vehicles per day. “0” score for above or below Avg.
“2” score for full compliance, i.e. within Industry Avg. Guide. Classification of centre to determine
on varied vehicle throughput. E.g. Lub-bay or One-Stop Centre etc. Full score awarded on
acceptable explanation by Service Head.
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5) Workshop Maintenance
a) Are all work bays, aisles, etc marked with paint, epoxy flooring? View service centre for
work bays, aisles markings, epoxy floors, in good condition. Submit photo with audit report. “2”
score for full compliance. “1’ for partial compliance. “0” for non-compliance.
29

b) Does service centre install enough lights with sufficient brightness? View service centre
for sufficient lighting and brightness of minimum 350 lux. I.e. brightly lit office. “2” score for full
compliance. “0” for partial, incomplete, non-working lights/switches. Areas include office, work
areas, reception & customer waiting.
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c) Are all waste materials stored at designated area with labels as required? Confirm
waste disposal format and view labels for all waste collected. Submit photo with audit report. “2”
score for full compliance. “1” score for partial compliance. “0” for non-compliance.
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d) Waste disposals carried out by service centre according to Environment Rules?

Request copy of waste disposal record to indicate approved authorities carrying out the job. “2”
score for full compliance. “0” for any item non-compliance.
32
e) Does service centre conduct daily clean up before or after work hours? (Schedule of
duties) Confirm on service centre clean up schedule and verbal check with at least 2 service staff
on procedures used. “2” score for confirmed schedule and willingness of service staff to do clean
ups and roster chart available. “1” score for compliance but without roster chart or unwillingness
of service staff. “0” score for non-compliance.
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f) Is workshop kept in clean conditions without unnecessary tools, parts, and leaks on
floor? General visit to service centre for tidiness, clean and upkeep by service staff. Submit
photo for evidence. “2” score for good clean centre with no items discarded at floor. “0” score if
any items were found during visit/audit at centre.
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PREPARED BY MAS OFFICE CENTRAL 1:

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2) Workshop Equipment & General tools

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NOTE: EVERY CENTER MUST HAVE CAREER PATH,I.E.

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f) Are service centre meetings held to discuss effectiveness of training on

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2) Parts Issuing time & Parts Availability

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d) Are Service Bulletin circulated or explained with staff acknowledgement of Bulletin?

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i) Does service centre submits warranty claims completely, accurately and in

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