Service Information

and Work Orders

After studying this chapter, you will be able to:
Describe the different types of service manuals.
Find and use the service manual index and con-
tents sections.
Explain the different kinds of information and
illustrations used in a service manual.
Describe the three basic types of troubleshooting
charts found in service manuals.
Explain how to use computer-based service
information.
Correctly answer ASE certification test questions
concerning service information.
Vehicles contain thousands of parts. Many of these
parts are assembled to close tolerances (exacting stan-
dards) and require precise assembly and adjustment.
Sometimes a technician needs specific technical informa-
tion to properly repair a vehicle. In these cases, the tech-
nician must refer to service information in the form of
printed service manuals or computer-based service data.
See Figure 7-1.
Service Manuals
Service manuals, also called shop manuals, are books
with detailed information on how to repair a vehicle. They
have step-by-step procedures, specifications, diagrams,
part illustrations, and other data for each vehicle model.
Every service facility normally has a set of service man-
uals. They help technicians with difficult repairs.
Service manuals are written in concise technical lan-
guage and are heavily illustrated. They are designed to be
used by well-trained technicians. A service manual is one
of a technician's most important tools.
Service Manual Types
There are various types of service manuals. These
include manufacturer's manuals, specialized manuals,
Figure 7-1. Service manuals and computer-based service
data are essential reference tools for today's automotive
technicians.
and general repair manuals. It is important to understand
the differences between each type.
Mallufacturer's manuals, also called factory
manuals, are published by a vehicle's manufacturer.
Each manual covers a specific vehicle produced by the
manufactmer during a given model year.
Specialized manuals cover only specific repair areas.
They usually come in several volumes, each covering one
section of the vehicle. One may cover engines and
another body components or electrical systems.
Specialized manuals are published by vehicle manufac-
turers or aftermarket companies. Aftermarket companies
are suppliers other than a vehicle manufacturer.
General repair manuals are published by companies
other than the major vehicle makers. Some of these com-
panies include Mitchell Manuals, Motor Manuals, and
85
86 Section 1 Introduction to Automotive Technology
Chilton Manuals. General repair manuals are similar to
manufacturer's manuals, but they are usually not as
detailed. They may include data on all American cars
produced over a period of several years. Other general
repair manuals only cover foreign cars, light trucks, or
large trucks. It is often too costly for a service facility to
buy service manuals from every vehicle manufacturer.
Instead, they may buy two or three general repair man-
uals for all types of vehicles. These manuals summarize
the most important and most needed information.
Service Manual Sections
A service manual is divided into sections, such as
general information, engine, transmission, and electrical.
See Figure 7-2. To effectively use a service manual,
you need to understand these sections and how they are
organized.
The gelleral ill/ormatioll sectioll of a service
manual helps you with a vehicle's identifIcation, basic
maintenance, lubrication, and other general subjects. An
important topic in this section is the vehicle identifica-
tiollllumber (VIN). The YIN provides data about the car.
It is commonly used when ordering parts. The number,
which is usually found on a plate located on the vehicle's
dashboard, contains a code. The manual explains what
each part of this number code means. Look at Figure 7-3.
The YIN tells you engine type, transmission type, and
other useful information.
The repair sectiolls of a service manual cover the
vehicle's major systems. These sections explain how to
recognize and diagnose problems and inspect, test, and
repair each system. One page may describe how to
remove the engine. Another page might explain how to
disassemble the engine. Specifications such as bolt tight-
ening limits, capacities, clearances, and operating temper-
atures are given in the repair sections. These specifications
are commonly used during service and repair operations.
The repair section also refers to special tools that are
needed for a limited number of repair tasks. These tools
may be pictured at the end of the manual section. Refer to
Figure 7-4.
INTRODUCTION
How to Use This Manual ---------------------,
General Info
This manual is divided into 16 sections. The first page of each section is marked
with a black tab that lines up with one of the thumb index tabs on the front and
back covers. You can quickly find the first page of each section without looking
through a full table of contents. The symbols printed at the top corner of each
page can also be used as a quick reference system.
Each section includes:
1. A table of contents, or an exploded view index showing:
Parts disassembly sequence.
Bolt torques and thread sizes.
Page references to descriptions in text.
2. Disassembly/assembly procedures and tools.
3. Inspection.
4. Testing/troubleshooting.
5. Repair.
6. Adjustments.
Special Information -----------------------,
Indicates a strong possibility of severe personal injury or loss of
life if instructions are not followed.
CAUTION:
NOTE:
Indicates a possibility of personal injury or equipment damage if
instructions are not followed.
Gives helpful information to make the job easier.
CAUTION: Detailed descriptions of standard workshops procedures, safety
principles, and service operations are not included. Please note that this manual
does contain warnings and cautions against some specific service methods
which could cause PERSONAL INJURY, or could damage a vehicle or make it
unsafe. Please understand that these warnings cannot cover all conceivable ways.
Special Tools
Specifications
Maintenance
Engine
Engine Electrical
Cooling
Fuel
Emission Controls
Transaxle
Figure 7-2. A service manual is divided into several repair sections. Be sure to read the introduction and any special information.
(Honda)
87 Chapter7 ServiceInformation and Work Orders
Vehicle
identification
t-
numberplate
I
A
VEHICLE IDENTIFICATION NUMBER CHART
2G1W L12M6V9 1 00001
-
E
Co
uotry2=Builtio Caoada
rporation (General Motors) Co
Div
1=
ision
3=
Chevrolet
Pontiac
Series Name
Cobalt
CobaltLT
G5
G5SE
G5GT
I
Code
CarLine Sales
VIN
Code
W L
W N
W W
W X
W H
----- Starting
Sequence
Number
ModelYear
V=2008
CheckDigit
I
EngineCode
M=2.2-liter14
X=2.4-liter14 1
I
RestraintSystemCodes
2=Active (Manual) Belts
wiDriverand Passenger
Inflatable Restraint
System
I
Plant
Code
Code
Description Code
2-DoorCoupe 1
4-DoorSedan 5
Plant Plant
Code
1 Oshawa,ON #2
9 Oshawa,ON #1
F Fairfax, KS
B
Figure 7-3. A-Thevehicle identification number(VIN) can be locatedon thedoor, on thedashboard,orin the enginecompartment.
B-TheVIN is acode. Aservice manual will explain Ihecode, as shown. (Subaru and General Motors)
Service Manual Illustrations
Various types ofservice illustrations are used to sup-
plementthewritteninformationin aservicemanual.Some
show how tomeasurepartwea.r,whileothersshow how to
install a pmt.Others show an exploded,ordisassembled,
view ofparts.Whenusing aservicemanual, you will find
the illustrations essenti al for a full understanding ofthe
procedures and specifications.They may show you what
parts looklike, how they fit together, where leaks might
occur, or how a part works. Figure 7-5 shows some
common typesofservice manual illustrations.
88 Section 1 IntroductiontoAutomotiveTechnology
Figure7-5. Typical service manual illustrations. A-Anexploded view shows how parts fit together.B-Anoperational illustration
showshowpartsfunction. C-Awiring diagram showshowwiresconnectto components. O-Avacuumdiagramshowshowhoses
connect to components. (General Motors and Subaru)
Tool Number&
Description Illustration
49-0813-310
Centering tool ,clutch disc
(lJtiII I
49-0500-330
Installer, transition bearing
CE

49-0259-440
Turning holder,mainshaft
(
5j
49-0862-350
Guide, shiftforkassembly
(!
I
)
Figure 7-4. The service manual will explain any special tool
numbers. Note these special tools for clutch and transmission
repairs.(Mazda)
Oil mete1rin
g
vajlve
Valvedisc
Valve discspring
Lifter
body Push rod
seat
Plunger
." '"Checkceta;nec
Plungerspring

Roller
A
Ignitionswitch Bulkheadconnector
Light
I
1
Generator
c
switch
Fusible
links
Fuel solenoid
Solenoid
Service Manual Diagrams
Diagrams are drawings used when working with
electrical circuits, vacuum hoses, and hydraulic circuits.
They represent how wires, hoses, passages, and pmts
connect together. Wiring diagrams show how the wiring
connects to the electrical components. See Figure 7-SC.
This subject is covered later in the text.
Vacuum diagrams help the technician determine
how vacuum hoses connect to the engine and vacuum-
operated devices, Figure 7-SD. Hydraulic diagrams
show how a fluid, usually oil , flows in a circuit or part.
They are helpful in understanding how a component
operates or how to troubleshoot problems. Hydraulic dia-
grams are commonly given for automatic transmissions
and power steeling systems.
Service Manual Abbreviations
Abbreviations are letters that stand for an entire word.
They are often used in service manuals. Sometimes,
Powersteering
gearbox
B
To aircleanertemperature sensor
Vacuum control
valve
Carburetor
. Temperature
.
Intakemanifold
D
Chapter 7 Service Information and Work Orders 89
abbreviations are explained as soon as they are used. They abbreviations. It does not use abbreviations that only
may also be explained at the front or rear of the manual in apply to one manufacturer. Figure 7-6 gives some of the
a chart. This textbook uses only universally accepted abbreviations recommended by SAE International.
Term Abbrevations Term Abbrevations
Accelerator pedal
Air cleaner
Air conditioning
Automatic transaxle
Automatic transmission
Barometric pressure
Battery positive voltage
Camshaft position
Carburetor
Charge air cooler
Closed loop
Closed throttle position
Clutch pedal position
Continuous fuel injection
Continuous trap oxider
Crankshaft position
Data link connector
Diagnostic test mode
Diagnostic trouble code
Direct fuel injection
Distributor ignition
Early fuel evaporation
EGR temperature
Electrically erasable programmable read
only memory
Electronic ignition
Engine control
Engine control module
Engine coolant level
Engine coolant temperature
Engine modification
Engine speed
Erasable programmable read only
memory
Evaporative emission
Exhaust gas recirculation
Fan control
Flash electrically erasable programmable
read only memory
Flash erasable programmable read only
memory
Flexible fuel
Fourth gear
Fuel level sensor
Fuel pressure
Fuel pump
Fuel trim
Generator
Governor
Governor control module
Ground
Heated oxygen sensor
Idle air control
Idle speed control
AP
ACl
A/C
AIT
AIT
BARO
B+
CMP
CARB
CAC
Cl
CTP
CPP
CFI
CTOX
CKP
DlC
DTM
DTC
DFI
DI
EFE
EGRT
EEPROM
EI
EC
ECM
ECl
ECT
EM
RPM
EPROM
EVAP
EGR
FC
FEEPROM
FEPROM
FF
4GR
-----
-----
FP
FT
GEN
-----
GCM
GND
H02S
lAC
ISC
Ignition control
Ignition control module
Inertia fuel shutoff
Intake air
Intake air temperature
Knock sensor
Malfunction indicator lamp
Manifold absolute pressure
Manifold differential pressure
Manifold surface temperature
Manifold vacuum zone
Mass airflow
Mixture control
Multiport fuel injection
Nonvolatile random access memory
On-board diagnostic
Open loop
Oxidation catalytic converter
Oxygen sensor
Park/neutral position
Periodic trap oxidizer
Positive crankcase ventilation
Power steering pressure
Powertrain control module
Programmable read only memory
Pulsed secondary air injection
Random access memory
Read only memory
Relay module
Scan tool
Secondary air injection
Sequential multiport fuel injection
SeNice reminder indicator
Smoke puff limiter
Supercharger
Supercharger bypass
System readiness test
Thermal vacuum valve
Third gear
Three way + oxidation catalytic converter
Three way catalytic converter
Throttle body
Throttle body fuel injection
Throttle position
Torque converter clutch
Transmisson control module
Transmission range
Turbocharger
Vehicle speed sensor
Voltage regulator
Volume airflow
Warm up oxidation catalytic converter
Warm up three way catalytic converter
Wide open throttle
IC
ICM
IFS
IA
IAT
KS
Mil
MAP
MDP
MST
MVZ
MAF
MC
MFI
NVRAM
OBD
Ol
OC
02S
PNP
PTOX
PCV
PSP
PCM
PROM
PAIR
RAM
ROM
RM
ST
AIR
SFI
SRI
SPl
SC
SCB
SRT
TVV
3GR
TWC+OC
TWC
TB
TBI
TP
TCC
TCM
TR
TC
VSS
VR
VAF
WU-OC
WU-TWC
WOT
Figure 7-6. SAE-recommended abbreviations.
90 Section 1 Introductionto AutomotiveTechnology
Diagnostic Charts
Diagnostic charts, or troubleshooting charts, give
steps for finding and correcting problems in an automo-
bile. These steps may include inspection, testing, mea-
surement,and repair. Ifthe sourceoftheproblemis hard
to find, a diagnostic chart should be used. Itwill guide
you to the most common causes of specific problems.
Therearefour basic typesofdiagnosticcharts.Theseare
tree, block, illustrated, and componentlocation charts.
A tree diagnosis chart provides a logical sequence
for what should be inspected or tested when trying to
solve a repair problem, Figure 7-7. For instance, if a
horn will not work, the top ofthe tree chartmay tell you
tocheckthehorn'sfuse. Then,ifthefuse is good, it may
have you measure the voltagegoingto the horn.You can
work your way down the "tree" until the problem is
fixed.
Ablock diagnosis chart listsconditions,causes, and
couections in columns, Figure7-8. The most common
cause is the top listing. For example, ifan engine over-
heats, loss ofcoolant appears at the top ofthe "causes"
column. Check the coolant level. Ifthis is the problem,
fill theradiatorandcheckforleaks. Ifthecoolantlevel is
OK, go to the nextlisting.
An illustrated diagnosis chart uses pictures, sym-
bols, and words to guide the technician through a
Hornwill no!sound.
Seeifhornisblown. I I FUse isblown.
L-__________r-________
_
L______________________~
I-- .... Replacefuse.
e s
No +
Checkfor 12volts between
hornconnector(powersource)
andground(body) .
Yes +
Determineifhornsoundsby
groundinghornterminal.
+
Yes
sequence of tests. This type of troubleshooting chart is
illustrated in Figure7-9.Ifan engine oil pressure gauge
shows low OEIpressure,forexample, thechartshows you
exactly what to do,stepby step, until theproblemis cor-
rected. This type of diagnosis chart not only tells you
whatto do, but it shows you how to do it.
A component location chart shows where various
partsarelocatedon thevehicle.Thistypeofchartis often
used for the enginecompartment.Thechart helps locate
the numerous sensors, relays, fuses, and other compo-
nents housed in this area. SeeFigure7-10.
U singa ServiceManual
To use a service manual, follow these basic steps:
1. Locate the proper service manual. Some man-
ualscomein setsorvolumesthatcoverdifferent
repairareas. Otherscoverall subjectsandallcar
makes. Ifyou are working on engines, find the
manual that gives the most information for the
typeofenginebeingserviced.
2. Tum to the table of contents or the index to
quickly find the needed information. Never
thumb through amanual lookingfor a subject.
3. Use the page listings given at the beginning of
eachrepairsection. Mostmanuals have a small
~
-
No
Breakin harnessbetween
~
Repairharnessandconnector.
batteryand horn.
1
-
I
Hornisdefective.
.. I
Replacehorn.
I No
Repairharnessandconnector.
Repairhornswitch or
..
-
groundedpartofsteering
column.
Yes
Groundwirein steeringwheel
Breakin harnessbetween
--
horngroundterminaland .
toseeifhornsounds.
No
combination switch.
+
Eitherhornswitch orgrounded
partofsteeringcolumn is
defective.
Figure7-7. Atree diagnosischartstartsat the top and guides you through repairoperations.
91 Chapter7 ServiceInformation andWork Orders
Condition Possible Cause Correction

Lossofcoolant.
Pressurecapandgasket.

Inspect,wash gasket,and test.
Replaceonlyifcapwill nothold
pressuretestspecifications.

Exhaustleakage.

Pressuretestsystem.

Inspecthose, hose
connections, radiator,edgesof
coolingsystem gaskets, core
plugs, drain plugs,
transmissionoil coolerlines,
waterpump, heatersystem
components. Repairor replace
asrequired.

Internal leakage.

Checkfor obviotJs restrictions.

Checktorqueof headbolts.
Retorque if necessary.

Disassembleengineas
necessary- checkforcracked
intakemanifold, blown head
gaskets,warped head orblock
gasketsurfaces, cracked cylinder
head, orengineblock.

Engineoverheats.

Lowcoolantlevel.

Fill asrequired.Checkforcoolant
loss.

Loosefan belt.

Adjust.

Pressurecap.

Test. Replaceif necessary.

RadiatororAlCcondenser
obstruction.

Removebugs and leaves.

Closedthermostat.

Test. Replace if necessary.

Fan dr.iveclutch.

Test. Replaceif necessary.

Ignition.

Checktiming and advance.Adjust
asrequired.

Temperature gaugeorcold light.

Checkelectricalcircuitsand repair
asrequired.

Engine.

Checkwaterpumpand blockfor
blockage.

Exhaustsystem.

Checkfor restrictions.
-

Enginefails to reach normal

Thermostatstuckopen.

Test. Replaceif necessary.

operatingtemperature.

Temperaturegaugeorcold light

Checkelectrical circuitsand repair

inoperative. as required. Referto electrical
section.
Figure 7-8. Ablockdiagnosischartlistsconditions,causes,and correctionsin columns.Readto therightto matchacondition with
possible causesandcorrections.(Ford)
table of contents at the beginning of each
section.
4. Readthe procedurescarefully.Aservicemanual
gives highly detailed instructions.You mustnot
overlookany stepor the repair mayfail.
5. Study the manual illustrations closely. The
pictures in a service manual contain essential
information. They cover special tools, proce-
dures, torque values, and otherdata essential to
therepair.
Tech Tip!
Servicemanual layouts and features vary. The
best way to learn their use is to practice finding
infOlmation in them.Forexample, onyour
lunchhour,look up specific serviceinfOlmation
in several types ofmanuals. Comparethe orga-
nization and differences in eachmanual. This
will help you find data more quickly whenon
thejob.
92 Section 1 Introduction to AutomotiveTechnology
PROBLEM: OIL PRESSURE GAUGE
DOES NOT INDICATE CORRECTLY
STEP SEQUENCE RESULT
Observe gauge with engine running
r--__

Does not Disconnect
indicate sending
wire and

connect wire
to ground
r--- __
Indicates
too high
or too
low
direct-reading
mechanical
gauge and

Gauge
does
not
indicate
Gauge
indicates
maximum
pressl,Jre
Replace
sending
unit
Readings
agree ____ ____--I
7 PSI
Readings
do not

agree
7 PSI

Refer to
-....
in chapter
1A
..
compare
with car
gauge
Figure 7-9. An illustrated diagnosis chart uses small illustrations and symbols to show how to find and correct a problem.
ServicePublications
A service manual is justonekind ofbook that con-
tains technical information on a vehicle. Other types,
called service publications, include owner's manuals,
flat rate manuals, and technical bulletins.
Owner's Manual
An owner's manual is a small booklet given to the
purchaserofa new vehicle.It contains basicinformation
on startingtheengine, maintainingthecar, andoperating
vehicle accessories.
Flat Rate Manual
Aflat rate manual isapublicationthatliststheflatrate
times for a variety ofrepairs .Flat rate time is the average
amount of time it will take a technician to do a specific
repair. Many shops use flat rate time when calculating the
laborchargesforarepair. Flatratetime is multipliedbythe
shop's homly labor rate to find the labor charge in dollars.
Usingtheflat ratemanual ,you will be ableto givethecus-
tomeracostestimatebeforebeginningtheactual repair.
Technical Bulletins
Technical bulletins help the technician stay up-to-
date with recent technical changes, repair problems, and
other service-related information. Usually only a few
pages long, these publications are mailed to the service
manager, who passes them along to the technicians.
Technical bulletins are published by auto manufacturers
and equipmentsuppliers.
TechTip!
Technical bulletins often describecommon trou-
bles withcertain makes ofvehicles. This allows
you to checkthesecommonproblemsfirst.
TechnicalAssistanceHotlines
A number of automobile and equipment manufac-
turers have established technical assistance hotlilles,
which allow technicians to speak directly to specially
trained technical support personnel. These individuals
haveanextensiveknowledgeofthemanufacturers'prod-
ucts and often have access to advanced troubleshooting
93 Chapter 7 Service Information and Work Orders
19 1'-------1
8
8
D Computer Harness Controlled Devices Information Sensor
o
C1 Engine Control Module (ECM) 2 IdleAirControl ('lAC)valve A ManifoldAbsolute Pressure (MAP)
C2 Data LinkConnector(DLC) 3 Fuel Pump (FP) relay (primary) sensor
C3 MalfunctionIndicatorLamp (MIL) 4 Fuel Pump (FP) relay (secondary) 8 Heated Oxygen Sensor(H0
2
S)
C4 ElectronicIgnition diagnostic 8 Cooling fan relay(s) C Throttle Position (TP) sensor
connector 9 SecondaryAir Injection (Am) pump E Crankshaft Position sensor
C5 ECM harnessgrounds 9A Airpump relay F Vehicle Speed Sensor(VSS)
C6 liPfuse panel 10 Airbypassvalve (mounted on transmission,not
C7A Underhood fuse block 11 2nd&3rdgearblockoutsolenoid shown)
C78 Underhoodfuse block 13 NC clutch relay G IntakeAirTemperature (IAT) sensor
C8 Fuel pump testconnector 14 2nd& 3rd gearblockoutsolenoid H CamshaftPosition Sensor
C9 TP sensorinterface module 16 SecondarySFI control module#1 J Knock Sensor(KS)
17 SecondarySFI control module#2 L Engineoiltemperaturesensor
L..... .. :Not ECM Connected
19 LinearEGRvalve U NC cooling fan switch
N1 Crankcaseventilation valve
N7 Oil pressuresensorgauge SIR System Components. Referto o
N12 NC pressurecycling switch section9J ofthe Service Manual ,
N13 NC high pressurecycling switch for"Cautions"and information on
N14 Secondarycoolingfan (FAN 2) SIR System Components.
N15 Primarycooling fan (FAN 1)
N16 Secondaryairinletvalve electric
vacuum pump
Figure 7-10. Study the location of the parts shown in a component location chart.The service manual will often give this type of
chartfor the exact make and model car being serviced. (Chevrolet)
94 Section 1 Introduction to Automotive Technology
In!amallan.1 JlutomoUV8 Technicians Netwol1!
Figure 7-11. A computer is now a commonly used tool of many
technicians. It can help with everything from ordering parts to
troubleshooting hard-to-find problems. (OTe)
and service information. They can help technicians soive
difficult problems.
Computer-Based Service Data
Computer-based service data is information stored
or retrieved electronically using a personal computer.
Automotive service information can be stored on com-
puter's hard drive, CD-ROMs, DVDs, or a computer net-
work. A computer can find and retrieve this information
much more quickl y than a technician paging through a
service manual. Modern repair shops are using computer-
based service data everyday, Figure 7-11.
A CD, or compact disc, is a computer storage device
with the capacity to hold large amounts of data in digital
form. One CD can hold the information from an entire set
of service manuals.
Note
Some service information is avail able on DVD.
A DVD (digital versatile disc) is a digital
storage device that can hold almost seven times
more information that a conventional CD.
Computer systems can be used to store and access a
variety of service-related information, including:
1. Repair procedures.
2. Repair illustrations.
3. Part prices.
' 7 0 p o>m.r... #:.: continwd gro"'m, <Md !mag.: cl
I;"'pr o"l"o:='ord ou1omcm'u t hnicllm vy p, .:;"dmg Q
j:,nur...io' th<t o,ik.noll'l .:de-t and
mki mt.gnry."
1\['\ \l"lI1ilf"1 I ()!!Ol\
Wekomt 10 dte hlfgj;:S: m:t".voB:. of automollVe
ttchniciar.s 10 tbr: wodd. lr.!.cmatiOlO.lll
AutomollVe Ner.vorX. IS a of
38,779 pro[eu lonal. automotive from
122 coun:t1es sulomOIlVt professiooak of w.15
gt'ot:p excbqe k chnical knowiedge and r Sa-m (At;!o-Logon) Logon
l
I
w orrna!i"n \Io;m W!t1' from iD'"ound !he
glooC' . shMVl& 185, 131 of txpem:nce!
I \T" Shop fwd!'!
Figure 7-12. The Internet can be a valuable source of informa-
tion . Some Internet sites, such as the International Automotive
Technician's Network, allow technicians to share their technical
knowledge. (iATN)
4. Labor times.
5. Safet y rules.
6. Troubleshooting charts.
7. Diagnostic trouble code charts.
8. Busi ness software for billing and ordering parts.
Online Services
Various online services allow the technician to
access technical information using the Internet. The
Internet is an electronic network that enables a computer
to communicate with other computers via a telephone
line, cable connection, or satellite di sh.
Online services provide information on common
vehicle troubles, manufacturers' recaBs, new products,
technician training, etc. They also allow repair facili ties
to find information that is not available in the manuals or
electronic media they have on hand. See Figure 7-12.
Work Orders
A work order, also called a repair order or shop
ticket, is form used by technicians to record information
about a vehicle that is !being serviced. It is often used as
the invoice for the customer. In some cases, a work order
is used when prepming a repair estimate.
Generall y, the shop' s service writer or manager initi-
ates the work order by filling in customer and vehicle
information, as well as a written description of the prob-
lems or symptoms described by the customer. The service
writer also has the customer sign work order, authOli zing
the shop to repair the vehicle.
95 Chapter7 Service Information and Work Orders
The work order is then given to the technician, who
uses the information on theform as astartingpointwhen
servicingorrepairingthe vehicle.Thetechnicianrecords
theservicesorrepairsthatwerecompleted,as wellas the
flat rate time or the actual time required to completethe
repaIrs.
When repairs are complete, the technician must cal-
culate the total labor charge for the repair. The flat rate
timeorthe actual time required to completethe repairis
multiplied by the shop's labor rate. For example, ifthe
flatratetime is5hoursandthelaborrateis$50perhour,
the total laborcharge would be$250.
Next, the technician calculates the total charges for
the parts usedduring therepair.Most workordershavea
separate section for li sting the repair parts and their
prices. In most cases, the part pricesare based on a per-
centage markup of the wholesale part prices. For
example, if the shop markup is 30% on a part with a
wholesale price of$25.00, the price charged to the cus-
tomer is $32.50 ($25.00 x 130%). If there were outside
servicesperformedon the vehicle, the costs ofthese ser-
vices must be added to the work order. Some shops
chargeanenvironmentalfeeforthedisposalofhazardous
wastes (oil, batteries, etc.). This chargemust also be
included on the workorder.
Finally,thetechnicianmustcalculatetaxfortheparts
and then total the bill by adding parts, labor, supplies,
fees, and taxes to arriveat thefinal amountfortherepair.
In thepast, printedservicemanualsprovided most
of the repair information used by the automotivetech-
nicians.Today, computer-based service information is
replacing printed information. One advantage of
computer-based service information is the ability to
conduct a keyword search.You can instantly find and
display repair procedures, illustrations, diagnosis
charts, and other important information about the
vehicle being serviced.
Summary
Servicemanualsarebookswithdetailedinforma-
tion on how to repair a vehicle. They have step-
by-stepprocedures, specifications, diagrams,part
illustrations, and other data for each model of
vehicle.
Manufacturer's manuals are publi shed by vehicle
manufacturers.
A servicemanualis dividedintosections, suchas
general information, engine, transmission, and
electrical.
The VIN is a number code that indicates
engine type, transmission type, and other useful
information.
Various types ofservice illustrations are used to
supplement the written information in a service
manual.
Diagrams are drawings used when working with
electrical circuits, vacuum hoses, and hydraulic
circuits.
Abbreviations are letters that stand for entire
words.
A flat rate manual is used to calculate how much
laborto charge thecustomerfor a repair.
Computer-based service data is information
stored or retrieved using a personal computer
instead ofa bookorpublication.
Important Terms
Servicemanuals Owner's manual
Manufacturer's manuals Flat rate manual
Specializedmanuals Flatrate time
General repairmanuals Technical bulletins
Vehicle identification Technical assistance
number(VIN) hotlines
Service illustrations Computer-based service
Abbreviations data
Diagnosticcharts Compactdisc (CD)
Componentlocation Onlineservices
chart Internet
Servicepublications Workorder
Review Questions-Chapter 7
Please do not write in this text. Place your answers
on aseparate sheetofpaper.
1. Whatis aservicemanual?
2. Which ofthe following is not a service manual
containing information on carrepairs?
(A) Manufacturer's manual.
(B) Owner'smanual.
(C) Generalrepairmanual.
(D) All ofthe above.
3. Explain the purposeofthefollowing.
(A) Wiringdiagrams.
(B) Vacuumdiagrams.
(C) Hydraulic diagrams.
96 Section 1 Introduction to AutomotiveTechnology
4. Listten commonabbreviations and explainthem.
5. The following is not a common type of diag-
nosticchart.
(A) Trackdiagnosis chart.
(B) Tree diagnosis chart.
(C) Blockdiagnosis chart.
(D) Illustrated diagnosis chart.
6. Write the five basic steps for using a service
manual.
7. A manual is used to calculate how
muchlaborto charge for a repair.
8. ____help the technician stay up-to-date
with recenttechnical changes, repair problems,
and otherservicerelated information.
9. Define computer-basedservicedata.
10. The networkthat allows acomputerto commu-
nicatewith othercomputers is called the__.
(A) Modem
(B) CD-ROM
(C) Internet
(D) Noneofthe above.
ASE-Type Questions
1. Each of the following is a type of service
manual except:
(A) general repairmanuals.
(B) owner'smanuals.
(C)facto!), manuals.
(D)specializedmalluals.
2. Technician A says YIN information is gener-
ally found in the repair section of a service
manual.Technician BsaysYINinformationis
generally located in the general information
section ofa service manual. Who is right?
(A) A only.
(B) B only.
(C) BothA alldB.
(D) NeitherA norB.
3. A technician who is havingtroublefinding the
causeofa vehicleproblem should referto the
following first.
(A) Service bulletin.
(B) Troubleshooting chart.
(C) Specsheet.
(D) Repairprocedures.
4. Which ofthe following should be used when
calculating the costofarepair?
(A) Troubleshooting chart.
(B) Service bulletin.
(C) Flat rate manual.
(D) Coldrate manual.
5. TechnicianA says technical bulletinsdescribe
common problems encountered on specific
vehicles.Technician Bsays technical bulletins
are often published by independent repair
facilities. Whoisright?
(A) A only.
(B) B only.
(C) BothA andB.
(D) NeitherA norB.
Activities-Chapter 7
I . Obtain a flat rate manual and a parts catalog
from your instructor and prepare a bill for
replacementofafuel pumpon avehicleofyour
choice. Check the manual for the amount of
labor involved. Then, consult the parts catalog
forthecostofthepart.Addupthecostsplusthe
state tax for your state. (Figure labor cost at
$48/hour.)
2. Using computer-based service information,
demonstrateto yourclasshow tofind theproce-
dure for removal and replacement of a part
chosen by yourinstructor.