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Service Center Standard and Procedures


All Idaho pilots have checklists for every aspect of flying. They always use their checklists even if they only have two steps on them. They do this simply because a checklist is a great way to not forget important steps. It is also how they can assure a predictable outcome.

That is why Boise and Garden City automotive service centers including Napa AutoCare Boise have procedural standards for each service they perform. Napa AutoCare Boise technicians are trained step by step. And they perform the procedures step by step, the same way each time. By training to procedural standards, Idaho centers can assure a quality outcome. The job is done right every time and Boise car owners leave happy with how their sedan performs.

Each company trains its technicians to standards. The Idaho automotive industry as a whole is very committed to standards of excellence and encourages individual Idaho service center operators including Garry Plimmer (manager at Napa AutoCare Boise) to apply them to every vehicle they service.

An example is how Napa AutoCare Boise service professionals grade problems and communicate their recommendations. If your technician tells you that a repair or replacement is required it must meet the following criteria:

The part no longer performs its intended purpose
The part does not meet a design specification
The part is missing

The service advisor may suggest repair or replacement if:

The part is close to the end of its useful life – just above discard specifications or likely to fail soon
To address a customer need or request – like for better ride or increased performance
To comply with maintenance recommended by the auto maker
Based on the service specialist’s informed experience

Here are some examples:

An exhaust pipe has rusted through and is leaking. Replacement is critical because the part has failed. If the pipe were rusted, corroded or weak, but not leaking, the technician may suggest it be replaced because it is near the end of its useful life and replacing it now may be more convenient for the Boise client.

Suppose a customer wants to improve his car’s handling, but his shocks haven’t failed. The service professional may suggest replacement of the shocks to satisfy the customer’s wishes.

Under these guidelines the Boise car repair shop must refuse partial service of a required repair if the repair creates or continues an unsafe condition.

Let’s say a customer has a cracked brake rotor. This is a dangerous condition that must be repaired. If the customer does not want to replace the rotor, but instead just wants new brake pads installed, the shop must ethically refuse the partial repair. That can be an upsetting conversation, but understanding that Boise service centers operate under service standards and procedures is comforting. You want your service to be done right and to have confidence in your technician’s recommendations.

The Idaho automotive service industry and Napa AutoCare Boise want the best for you and for you to keep coming back. AutoNetTV is committed to providing automotive maintenance information to help you be confident in your service decisions.

Posted in   Service Standards