make mcq qustions with answer model based on this  (Efficient Service Shop Layout
❖ The purpose is to establish an efficient service shop layout by
zoning the service shop for general repair and periodic
maintenance service work to minimize both the vehicle and
staff movements throughout the service facility.
❖ This can be accomplished by:
Establishing an efficient service shop layout
Efficient location of ancillary facilities and equipment
Allocating parking based on work type to reduce excess
movement
Indicating the parking stalls and the vehicles by the
process and purpose

Service Reception
Effective Traffic Flow Control
❖ Parking bays should be clearly
defined and marked by purpose:
reception, waiting for service,
quality control, washing, delivery,
parts, etc.

Clearly Marked Parking Bays
Efficient Stall Layout

Service Shop
Efficient Tool stand
Employee facilities—lunchrooms, training rooms, changing
rooms and toilet/wash areas—should be clean, well-maintained
and located for efficiency.
Floors must not be cracked, must have good drainage, must be
easy to clean, must not be slippery, and must be resistant to
damage.
Service Shop
Clearly Marked Service Shop Floor
Floors should be level, sealed, coated or tiled with an appropriate material and
have good drainage.
There should be a roof.
There should be a separate unit repair room.
There should be a warranty parts storage area to meet distributor requirements.
There should be adequate ventilation, which includes some form of powered
exhaust system.
Service entrances should be covered temperature-controlled (where
appropriate) areas, where the Service Advisor can work with the customer at the
vehicle.
Service Shop
Service Entrance Area
The Service Advisors counter should be as close as possible to reception
bays.
Service Shop
Reception Stalls

The service entrance should be clearly visible from the
road with reception area easily identifiable on entry.
Reception stalls should be positioned near the entrance
to the service reception area.
Reception stalls should have enough space for both the
customer and the service advisor to move around
comfortably during diagnosis
Reception stalls should have the quality service sign
and be clearly indicated with signs, road markings and
striping.
Reception Stalls

Clearly Marked Reception Stalls
Customer Lounge
The lounge should be adjacent to service reception,
preferably with an unobstructed view of the service shop.
The lounge should be designed to maximize
merchandising opportunities for the parts, accessories, ….

Customer Lounge
Parts and Accessories

Customer Lounge
Advertising Parts and Accessories
If the showroom, parts sales counter or cashier are not
visible from the lounge, signs should indicate their location.

Customer Lounge
Signs to Other Areas
Customer washrooms should be clean.
Customer conveniences, such as courtesy phones, a television, soft
drinks, reading material and comfortable seats should be provided.
Fax machines, a PC and phone sockets for customers to connect to
the office through modems are increasingly popular.
Use the customer waiting lounge to advertise parts and accessories.

Customer Lounge
Parts Counter
Parts Retail Area

Customer Parking
Place customer parking in a convenient area, but in an area
without heavy traffic flow. Areas to avoid are near the entrance
to the service shop, or near the cargo handling area of the
parts warehouse, or in front of the showroom.
One parking space should be about 3 m x 6 m with a passage
of about 5.5 m to 6 m.
Select the most suitable parking system for the size and shape
of the site.
Spaces and walkways should be clearly demarcated, both with
road surface signs and direction signs.
The road surface of your customer parking facilities should be
clearly marked to ensure safety and give directions.
Signs directing customers to the parking facilities should be
clearly visible

Customer Parking
Parking Area

Parts Warehouse Size and Layout
A considerable amount of warehouse space can be saved by
introducing small lot, high frequency ordering and delivery
Parts Warehouse Layout

Calculation of Parts Warehouse Space
Calculation of Necessary Spac
Necessary Space = Storage Space + Receiving and Shipping Area +
Temporary Space for Receiving and Shipping
Storage Space = Estimated Inventory Value
Inventory Value per Square Meter
Receiving and Shipping Area + Temporary Space for Receiving and
Shipping = Storage Space x 0.25 - 0.30
Calculation of Estimated Inventory Value

Estimated Monthly Sales Value = Estimated unit in operation (UIO) x Monthly Sales Value per Vehicle
On-hand Stock Months and Target Immediate Service Rate depend on the ordering/delivery frequency between distributor and dealers.
Estimated Inventory Value =
Estimated Monthly Sales Value x Number of On-hand Stock Months x Target Immediate Service Rate
100
Service Facility Capacity
This formula can be used to calculate service facility capacity.
Stall utilization is a measure including vehicles in stalls but not being
worked on.
A typical reason for this is that the vehicle is waiting for parts.
A reasonable stall utilization figure is 85% to 90%
Service Facility Capacity (hrs.) = No. of Stalls x Stall Utilization (%)x Number of available
hours (hrs.) x Current productivity (%).
Service Facility Capacity Requirements
The service facility capacity must always be equal
to or greater than the target number of total labor
hours sold (including in-house service sales).

Role of Service Manager
❖The Service Manager must determine when the
monthly total labor hours sold will catch up to the
facility capacity.

Service Shop Zoning
❖ The concept for improving the layout of the service shop is to
reduce the amount of wasted time the technician spends away from
the working stall conducting nonproductive work; e.g. locating and
moving vehicles, collecting parts, repair orders, tools & equipment
etc.
❖ By allocating working stalls based on work type, General Repair and
Periodic Maintenance you can increase the service shop efficiency
through the reduction of unnecessary movement.
❖ If a shop average work-mix is 60% periodic maintenance and 40%
general repair allocating service working stalls in line with the
percentages is recommended e.g. 60% of bays are allocated to
periodic maintenance and 40% to General Repairs
Efficient Service Shop Layout
Service Shop Zoning
❖ Zone the service shop to reduce the technician’s movements, as
Periodic Maintenance work on average requires more visits to the
control office or dispatch area and the Technicians parts counter,
therefore, locating these stalls closer will reduce unnecessary
movement.
❖ In turn general repair work requires less visits to the above areas
but more visits to the unit repair room and SST room, therefore
locating these closer to these areas will reduce unnecessary
movement.

Concept of Service Shop Zoning
Minimize Staff and Vehicle Movements
❖ To realize highly efficient parts and service operations, the time taken in
locating ,moving and transferring vehicles must be reduced. To clearly
identify the causes of delays in the movement of staff and vehicles the
current situation needs to be understood. Conducting two surveys does
this.

Survey of parked vehicles

Survey of the movement of staff and vehicles

Survey of Parked Vehicles
❖ Develop a layout plan of the parts and service facility including
all parking stalls , conduct a review of the parking situation
four times in one day at 9am, 11am, 2pm and 4pm to clearly
understand facility shortfalls. Record the findings on the facility
layout plan noting problem areas. Develop countermeasures
for improvement.

Survey of the Movement of Staff &
Vehicles
❖ Survey the movements of staff & vehicles by following the flow of
movements in conjunction with the transfer of vehicles, verify this
with each staff member.
❖ Using a plan of the entire service shop record the movements of
staff & vehicles, noting any problem areas.
❖ Record the time taken for each vehicle transfer from beginning to
end this process should be repeated five or six times, calculate the
average and use this figure as the reference for improvements.

Use this survey to identify
the causes of bottlenecks
and delays, develop
countermeasures to
improve the overall
efficiency.
Cashier
The cashier should be in a highly visible place near the retail
parts sales area, clearly indicated with signs
Security measures such as barriers or partitions should be
considered

Service Operating Standards
❖ All signage should be designed to conform to the
corporate image.
❖ All parking bays should be clearly identified by their
purpose (e.g. reception, waiting for service, quality
control, washing, waiting for delivery, parts department,
etc.).
❖ All customers should be able to easily identify the
service reception area and stalls through the provision of
good directional signage.
❖ The road surface of the parking area should be clearly
marked to ensure safety and provide directions.

❖ The service shop should have a clean, neat, sealed
surface with good drainage and work stalls should be
clearly marked.
❖ The traffic flow should be designed to minimize traffic
congestion and bottlenecks.
❖ There should be an area assigned for service reception
where the customer, the vehicle and Service Advisors
can come together for writing of an effective repair order.
❖ The service reception area should have a level, neat and
sealed surface.
❖ Reception stalls should be located near the service
reception office.

Service Operating Standards
❖ The service shop should be zoned for efficient
operations with periodic maintenance bays situated
closer to the control office and parts counter, with
general repair bays located nearer the unit repair room
and service special tool (SST) room.
❖ All periodic maintenance bays should be equipped with
all necessary tools and equipment to efficiently conduct
routine service work (e.g. overhead outlets for oil, water,
air and oil drain bays, air gun, pressure gauge, filter
SST's, mirrors).

Service Operating Standards
❖ The service shop should have adequate ventilation
which may include some form of powered exhaust
system.
❖ There should be parts storage area that is secured and
uses the bin warranty storage system.
❖ There should be in place adequate staff facilities,
washroom, toilets, change-room, lunchroom, in-house
training room including TV and video.
❖ The dealer should provide customer-only restrooms
which are kept clean and hygienic at all times. These
should be checked at least twice daily by the person in
charge.

Service Operating Standards
Parts Operating Standards
Create the following to maintain efficient warehouse
receiving and shipping operations in the parts department.
Separate technician and customer parts counters and
convenient access to the service shop.
Entrance and exit area for delivery trucks.
Receiving and shipping operations in a single area that
is large enough for safe and efficient operations.
Appropriate storage rack layout and shelf
layout/dimensions

Aisles wide enough for efficient binning and picking
operations (minimum size 95 cm).
A special-order parts bin (for dealer non-stock) parts
should be placed near the retail counter and a rack for
pre-pulled parts should be placed near the technician
counter.

Parts Operating Standards
Service Capacity Standards
❖ Each parking stall should be about 3 m x 6 m, with a
passage about 5.5 m to 6 m.
❖ Each work stall should be a minimum of about 4 m x 7 m.
❖ Service shop lighting in all work stalls areas should be 350
to 500 lux.
❖ The shop should provide ad)