Chapter
7
Service Information and
Work Orders
Objectives
After studying this chapter, you will be able to:
• Describe the different types of service information.
• Find and use the service manual index and
contents sections.
• Explain the different kinds of information and
illustrations used in service literature.
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Objectives
• Describe three basic types of troubleshooting
charts found in service literature.
• Explain how to use computer-based service
information.
• Correctly answer ASE certification test questions
concerning service information.
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Service Manuals
• Detail how to repair vehicle
• Contain for each vehicle model
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Step-by-step procedures
Specifications
Diagrams
Exploded part illustrations
Troubleshooting charts
• Also called shop manuals
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Service Manual Types
• Manufacturer's manuals
– Factory manuals produced for each specific vehicle
by manufacturer in given model year
• Specialized manuals
– Cover only specific repair areas or sections
• General repair manuals
– Published by companies other than manufacturer
– Include Mitchell, Motor, and Chilton manuals
– Not as detailed
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Service Manual Sections
(Honda)
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The Vehicle Identification Number (VIN)
(Subaru)
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Service Manual Sections (Cont.)
• Repair sections cover vehicle’s major systems
– How to recognize and diagnose problems
– How to inspect, test, and repair each system
– Any special tools needed
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Service Manual Illustrations
• How to measure
part wear
• How to install part
• Exploded views
• Disassembled views
• Essential for
understanding
procedures and
specifications
(Toyota)
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Service Manual Diagrams
• Use when diagnosing/repairing
– Electrical circuits
– Vacuum hoses
– Hydraulic circuits
• Represent how wires, hoses, passages, and parts
fit together
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Service Manual Diagrams (Cont.)
(Toyota)
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Service Manual Abbreviations
• This textbook uses only universally accepted auto
manual abbreviations
– No manufacturer specific
• Explained when first introduced
• Explained in chart in front or back of manual
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Diagnostic Charts
• Also known as troubleshooting charts
– Use for finding and correcting problems
• Types
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Tree
Block
Illustrated
Component location
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Tree Diagnosis Chart
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Block Diagnosis Chart
(Ford)
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Illustrated Diagnosis Chart
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Component Location Chart
(Chevrolet)
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Using a Service Manual
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Locate proper manual
Turn first to table of contents or index
Use page listings at start of each repair section
Read procedures carefully
Study illustrations closely
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Service Publications
• Owner’s manual
– Aids purchaser of new vehicle with basic vehicle
issues
• Flat-rate manual
– Lists flat-rate times for repairs
• Technical bulletin
– Helps technician stay up-to-date
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Technical Assistance Hotlines
• Allow technicians to speak directly to specially
trained support personnel
• Advantages
– Extensive knowledge of products
– Advanced troubleshooting and service information
– Can help solve difficult problems
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Computer-Based Service Information
• Computers store information
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Repair procedures
Repair illustrations
Part prices
Labor times
Safety rules
Troubleshooting charts
Diagnostic trouble code charts
Business software for billing and ordering parts
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Online Services
• Various services allow technician to access
technical information using Internet
• Search engines
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Access multiple sources on topic
Learn about common issues
Find help with difficult diagnosis
Learn about recalls
Access training
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International Automotive Technicians
Network
(iATN)
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Work Orders
• Also known as repair order or shop ticket
– Use to record information about vehicle being
serviced
– Initiated by shop service writer or manager
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Customer information
Vehicle information
Written description of problems or symptoms
Work authorization (signature)
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Work Orders (Cont.)
• Technician
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Uses information as starting point
Records services or repairs completed
Lists flat rates or actual time of repairs
Calculates total labor charge
Calculates total parts charges
Calculates tax rates
Provides final cost of repairs
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