ServiceOperationsGuide_062608

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American Suzuki Motor Corporation 3251 E. Imperial Hwy Brea, CA 92821

VS1-SER-SO-V1080501 Printed indate: the USA Print 5/08

INTRODUCTION This Operation Guide includes important Suzuki Dealership Service and Parts Department Recommendations and Guidelines, as well as, Standards and Minimum Requirements. It is intended to guide Suzuki Dealers especially when there is a change of facility or Sales and Service agreement, such as; New Dealer start-up, New Facility Construction, Renovations, Buy/Sells and Renewals. By following this guide and adhering to the “SUZUKI WAY OF SERVICE” process, ASMC and dealers can work together to assure the long term success of the Suzuki Brand and your dealership. Revision Date: May, 2008

Service Operations Guide

Introduction and Table of Contents

TABLE OF CONTENTS Introduction Tables of Contents .............................................................................................................................................................................. I Definitions ............................................................................................................................................................................................. II Suzuki Service Process – “Suzuki Way of Service”......................................................................................................1-28 Service / Parts Facility and Staffing Guidelines........................................................................................................... 29-30

• Facility Guidelines



• Staffing Guidelines

Service / Parts PC Requirements........................................................................................................................................ 31-32 Essential Tools............................................................................................................................................................................ 33-48 Required Service Shop Equipment.................................................................................................................................... 49-50 Recommended Tools and Equipment............................................................................................................................... 51-54 Service Support materials...................................................................................................................................................... 55-57



Service Operations Guide

Introduction and Table of Contents

DEFINITIONS Required or Requirement Recommended

II

Dealership must have tool or process Suzuki suggested tool or process to “best” meet associated need.

Guideline

Suzuki suggested quantity or size, or variable process to “best” meet associated need.

Standard

Dealership process required, or requirement.

Essential

Refers to required tool or piece of equipment.

Service Operations Guide

SUZUKI SERVICE PROCESS

Suzuki Service Process - “Suzuki Way of Service”

The Suzuki Way of Service describes the basic processes and procedures for operating a Suzuki dealership service department. Dealership Service Managers can evaluate compliance with these processes by conducting a Service Operations Assessment.

Service Standards Standard #1

Appointments will be available for all customers and set in accordance with customers’ needs.

Standard #2

Customers are acknowledged immediately and Service Advisors will begin to collect information within three minutes.

Standard #3

Service Advisors will courteously interpret, accurately document and confirm all service needs.

Standard #4

All customers will be provided with accurate and complete estimates and provide their approval prior to start of maintenance or repair.

Standard #5

Alternative transportation will be offered to all customers.

Standard #6

All vehicles will be quality checked to ensure they are fixed right the first time.

Standard #7

The dealership’s service facility will be neat, clean, and accommodating.

Standard #8

All vehicles will be ready when promised and customers notified when their vehicles are ready.

Standard #9

Service Advisors will explain all service repairs and charges, deliver customer vehicles, and discuss future service needs with the customer.

Standard #10

Customers will be contacted to ensure satisfaction within 48 hours of the service visit



Service Operations Guide

Process #1: Appointment Process Standard #1:

Suzuki Service Process - “Suzuki Way of Service”

A.

Appointments will be available for all customers and set in accordance with customers’ needs. B.

The Service Advisor obtains customer name, vehicle identification number and/or license plate number

C.

The Service Advisor reviews the dealership service records to determine if owner is currently a dealership customer

D.

The Service Advisor verifies the customer data currently on file:

K.

If customer data does not exist, the Service Advisor will obtain customer information and create a service files.

E.



The customer contacts dealership to request service appointment

• Name • Address/E-mail • Home Telephone • Work Telephone • VIN Number • Make and Model • Mileage • Service Contract

• Name • Address /E-mail • Phone Number • Work Telephone • VIN Number • Make and Model • Mileage • Service Contract The Service Advisor questions the customer to determine the general nature of service request: • Routine Maintenance? • Repair Unknown? • Warranty/Service Contract? • Level of Urgency? • Waiter? • Comeback?

Service Operations Guide

Process #1: Appointment Process (continued)

System Support Required:

Suzuki Service Process - “Suzuki Way of Service”

F. The Service Advisor will verify if customer’s vehicle qualifies for: • Recall? • Service Campaign? • Open Incident Information? Service Advisor can contact ASMC concerning recalls, service campaigns. G. The Service Advisor determines amount of additional work that will apply to customer’s vehicle as a result of ASMC review. M. The Service Advisor inquires if customer wants additional work performed.

System Support Required:

N.

If the customer accepts, additional work is added to appointment schedule.

L.

If the customer declines additional work, the Service Advisor notes declined work in customer file. (R.O.)

H.

The Service Advisor inquiries about customer’s need for alternative transportation and offers options.

I.

The Service Advisor checks for shop availability to determine customer options.

J.

The Service Advisor checks with the parts department (or accesses computer) to check parts availability.

Service Advisor will be able to check the availability of parts associated with the service requested. O. The Service Advisor inquires about the most likely parts required based on preliminary customer service request. P.

If parts availability is not an obstacle, the Service Advisor provides customer with appointment options and an estimate of charges.

X.

If parts availability limits appointment options, the Service Advisor requests parts department to order needed parts. The Service Advisor will incorporate ordering times into appointment options for customer.



Service Operations Guide

Process #1: Appointment Process (continued) System Support Required:

Suzuki Service Process - “Suzuki Way of Service”

Q. The Service Advisor logs the most acceptable/agreed appointment time for customer. Provide the Service Advisor with the ability to determine available times for customer appointments. R.

System Support Required:

The Service Advisor calls the customer prior to appointment to offer an appointment reminder.

Provide the Service Advisor with customers’ appointments for selected days. S.

The customer, upon being contacted by the Service Advisor, either confirms or changes the appointment.

Y.

If the customer confirms the appointment, the Service Advisor updates the customer appointment file.

T. The customer wants to change or cancel the appointment, the Service Advisor attempts to reschedule. (Proceed to either V or H.) U. The customer either reschedules or is unwilling to reschedule. V. If the customer is unwilling to reschedule, the Service Advisor advises dispatcher/changes scheduling file, informs the parts department, relieves alternative transportation log, and updates customer database files. W. For all customers unwilling to reschedule, the service department initiates a follow-up letter/survey to recapture customer interest.



X

Delivery Process, Update Maintenance Log

Follow Up Process, Service Reminder

Parts Ordering Process

N

Parts Available?

O

Y

Service Advisor Identifies Customer

Customer Requests Appointment

K

System Support Required : Labor Time Guide

Service Advisor Provides Client With Appointment Options and an Estimate

P

System Support Required : DMS

B

A

D Service Advisor Verifies and Obtains Vehicle Data

Appointment Log

System Support Required : DMS

R

E

L

System Support Required : DMS

Y

F

Note Confirmation, Reception, Write-ups and Estimates

Y

Customer Confirms Appointment?

N

Service Advisor Checks Product Recalls, Campaigns, etc.

S

Service Advisor Adds Decline Comment to Customer File

System Support Required : DMS

Service Advisor Determines Client Request and Type of Service Repair/Maintenance

Service Department Confirms Appointment, Provides List of Appointments to Sales Dept/BDCn

System Support Required : DMS

Service Advisor Logs The Appointment

Q

System Support Required : DMS

Service Advisor Obtains Customer Data

Current Customer?

C

Appointment - Process 1

N

N

N

Reception, Write-ups and Estimates

H

Y

U

I

N

System Support Required : DMS

V

System Support Required

Service Advisor Checks Parts Availability

J

System Support Required : DMS

Service Advisor Changes Shop Time, Informs Parts, Changes Substitute Trans., Reschedules and Updates Database

Work In Progress: “Dispatcher” Sends to Sublet

Service Advisor Dispatcher Verifies Shop Availability

Reschedule?

Service Advisor Reviews Customer Transportation Needs

System Support Required : DMS

Service Department Attempts to Reschedule

T

Service Advisor Adds To Appointment Schedule

Y

Does Customer Accept Additional Work?

M

Y

Additional Work Required?

G

Service Advisor Follow-up: Reschedule

Service Operations Guide Suzuki Service Process - “Suzuki Way of Service”



Service Operations Guide

Process #2: Reception, Write-ups and Estimates

Suzuki Service Process - “Suzuki Way of Service”

A. Customer sets an appointment through the appointment process. B. At set appointment date, customer arrives at dealership or is a no-show. C. Customer arrives at dealership with an appointment for service. J.

If the customer does not arrive for a scheduled appointment, the Service Advisor checks shop availability and recontacts the customer to schedule another appointment.

O. Service Advisor acknowledges customer upon arrival and greets them in a timely fashion.

Standard #2:

Customers are acknowledged immediately and Service Advisors will begin to collect information within three minutes. E. Customer has arrived at the dealership at the scheduled appointment time or is late. F. If customer has arrived on time, Service Advisor confirms customer and vehicle information and verifies from appointment file. L. If customer is late, Service Advisor checks shop availability and determines if needed repairs can be completed according to the customer’s needs. P. Customer arrives at dealership for service without an appointment. Q. Service Advisor acknowledges and greets the customer to determine the repairs needed.

Standard #2:

Customers are acknowledged immediately and Service Advisors will begin to collect information within three minutes. R. Service Advisor checks shop availability to determine if needed repairs can be completed according to customer need. K. If shop scheduling cannot accommodate the repairs needed, the Service Advisor schedules another appointment for repair with the customer.



Service Operations Guide

Process #2: Reception, Write-ups and Estimates (continued)

Standard #5:

Suzuki Service Process - “Suzuki Way of Service”

G. Service Advisor determines if the customer will require alternate transportation: • Loaner Car • Rental Car • Shuttle Van • Taxi Alternative transportation will be offered to all Customers. M. If alternate transportation is required, the Service Advisor makes necessary arrangements for the customer. H.

System Support: Standard #3:

Service Advisor conducts appropriate questioning with customer to determine the nature of the repairs being requested, and records accurately symptoms indicated by customer. Service Advisor uses diagnostic worksheet as needed to assist in recording customer comments for technician.

(Future) hand held system to prompt Service Advisor through the problem diagnostic process with the customer Service Advisors will courteously interpret, accurately document and confirm all service needs.

The Service Advisor conducts a vehicle walk around inspection to record any damage to the vehicle and determine if additional work is required.

O. Service Advisor determines if additional repairs are needed. S. If additional repairs or damage is observed, the Service Advisor lists them on the R.O. and determines if the customer wants these items repaired. N. The porter adds vehicle protection items to the vehicle interior. T.

• Floor Mats • Seat Covers • Steering Wheel Cover

Service Advisor determines if a test drive with the customer is needed:



• Drive ability • NVH (Noise, Vibration, or Harshness) 

Service Operations Guide

Process #2: Reception, Write-ups and Estimates (continued)

Suzuki Service Process - “Suzuki Way of Service”

CC. If a test drive is needed, the service technician road test, the vehicle with the customer to isolate the customer’s concern. JJ. Service Advisor determines if additional diagnosis time will be required. KK. If additional diagnosis time is needed, the Service Advisor notes the requirements on the worksheet. U.

System Support:

The Service Advisor confirms parts availability for repairs identified on work sheet with parts department.

Parts locator function which allow parts person to check other local dealership for parts availability. V.

Service Advisor determines if parts are available.

DD. If Service Advisor determines that parts are not available, repair completion time is adjusted if needed and communicated to customer. II.

If parts are not available, Service Advisor initiates parts special order process:

W. Service Advisor completes estimate for all known repairs and provides to customer for approval. X.

Customer makes decision on approval of needed repairs based upon estimate.

EE. If the customer does not approve all repairs as noted, the Service Advisor makes correction on R.O. work sheet to secure customer approval. Y.

If the customer approves the estimate for repairs, the Service Advisor determines if the customer would like their car washed, and their used parts returned and notes all preferences on the work sheet.

Z.

Service Advisor completes the repair order, obtains customer signature and provides a copy to the customer.

AA. Service Advisor determines if customer will require any special attention or handling.



Service Operations Guide

Process #2: Reception, Write-ups and Estimates (continued)

Suzuki Service Process - “Suzuki Way of Service”

BB. Service Advisor advises dispatch of special needs such as:

• Comeback • Waiter • Emergency Repair • Transient Owner

FF. Service Advisor confirms if the customer will be waiting while vehicle is repaired.

Standard #7:

The dealership’s service facility will be neat, clean, and accommodating. GG. If the customer is not a waiter, Service Advisor provides the customer with their transportation options. JJ. Service Advisor sends repair order to dispatch. LL. Porter identifies vehicle, installs quality control mirror tag and moves vehicle to service parking area.



10

Work In Progress Problem Identification

System Support Required : DMS

HH

J

Y

Test Drive Needed?

T

Service Advisor Notes On Repair Order

Y

Additional Diagnosis Needed?

N

N

V

DD

Y

R

System Support Required : DMS

Parts Special Order Process

II

L

EE

Y

Service Advisor Provides Client Estimate

W

Shop Availability?

N

N

D

System Support Required : DMS

Serivce Advisor Reschedules

Service Advisor Adjusts Promise Time, Communicates to System Support Customer Required : DMS

N

R.O

Service Advisor Acknowledges and Greets Client

K

Parts Available?

System Support Required : DMS

R.O

Service Advisor Acknowledges and Greets Customer

Appointment Process

Customer Arrives With Appointment

Service Advisor Confirms Parts Availability for Needed Repairs with Parts Counterperson as Appropriate

U

Q

Y

C

Customer Fullfilment Process Appointment Based Parts Request

Customer Arrives, No Appointment

System Support Required : DMS

Check Availability and Reschedule

N

Customer Arrives?

B

Technician Test Drives with Customer

P

CC

KK

Customer Sets Appointment

A

Appointment Process

System Support Required : DMS

Service Advisor Modifies Repair Order - Notifies Parts Department of Change

N

Customer Approval Granted?

X

Shop Availability?

N

Client on Time?

E

Y

Y Y

Repair Order

System Support Required : DMS

Service Advisor Prints R.O. and Obtains Client Signature, Copy To Client Service Advisor Notes Customer Preferences for Car Wash, Save Old Parts System Support Required : DMS

AA

N

LL

JJ

N

Service Advisor Sends Repair Order to Dispatcher

Y

Customer Wait?

Service Advisor Informs Dispatcher of Special Needs

BB

S

R.O

System Support Required : DMS

Service Advisor Notes Customer Preferences

Y

Additional Work Required?

Service Advisor Directs Client to Transportation

System Support Required : DMS

N

GG

System Support Required : DMS

Porter Moves Vehicle to Service Parking and Records Parking Location

FF

Y

N

Porter Adds Floor Mats and Protection Items

O

Service Advisor Conducts Walkaround Inspection

Service Advisor Conducts Appropriate Customer Questioning System Support Required : R.O.

I

H

Quality Control Mirrior Tag

N

Special Handling Request?

Service Advisor Secures/Arranges for Alternative Transportation

Z

M

G Alternative Transportation?

Y

Y

System Support Required : DMS

Service Advisor Confirms Customer Information

F

Completeing Paperwork and Service Delivery: Uncorrected Problems

Reception, Write-Up, and Estimate - Process 2

Service Operations Guide Suzuki Service Process - “Suzuki Way of Service”

Service Operations Guide

Process #3: Work In Progress

Best Practice: System Support:

Suzuki Service Process - “Suzuki Way of Service”

A.

Upon the customer’s arrival, reception, write up and authorization to perform repairs, the vehicle is made available for service. The Service Advisor notifies the Dispatcher of vehicle availability and current location for shop scheduling (Proceed to Step B).

B. The Dispatcher will use a set of priority rules to determine the order in which jobs are dispatched to technicians. (See for priority details). (Proceed to Step C) Dispatcher maintains all Repair Orders on a service log or dispatch system. DMS C.

The Dispatcher will utilize an established process to assign jobs on the basis of a technicians’ qualifications. The dealership will assign a skill level for all of their technicians. Guidelines for skill levels include:



System Support:

• Experience • Training • ASE Certification

This step can be performed by the Dispatcher/Service Advisor/Lead Technician (Proceed to Step D).

TBD D. The Dispatcher reviews the need for sublet repairs. Factors to consider include: • Does the facility have the required equipment to perform the needed repair?

• Does the facility have the personnel needed to perform the repair (Proceed to step E or G).

E. Dispatcher establishes and maintains the repair priority sequence for:

System Support:

• Waiters • Emergencies • Carry-Overs • Comebacks • Appointments • Casual Drive-Ins (Proceed to Step F or J)

TBD 11

Service Operations Guide

Process #3: Work In Progress (continued)

System Support:

Suzuki Service Process - “Suzuki Way of Service”

F. Upon determination of repair priority and job the Dispatcher assigns the highest priority jobs to the appropriate technicians in an expedited sequence by entering the technician I D number in the “tech” field on the job line via the on-line status tracking worksheet. The Dispatcher can also re-prioritize any job in a technician’s queue or reassign technicians based upon subsequent work load or other reasons. This is done via the use of an On-line “* Job Control Process”. (Proceed to Step K): Job Control File

The computer “traps” all time and cost information necessary for productivity reports, and then formats these reports for service manager or business office call-up.



The work-in-process function and worksheet records will fully integrate with the In-dealership Accounting System such that work-in-process (open worksheet), information can be obtained at any point in time.

G.

If vehicle repairs cannot be performed by the dealership, then the vehicle is dispatched to a sublet facility for repairs. It is recommended that a prior appointment be set with the sublet facility and include:





• Job completion time estimate





• Job costing estimate





• Job pricing estimate





• Job lead time needed





• Applicable coding (if any)

• Consider alternate sources if commitments cannot be met

Best Practice: System Support:

12



• Service Advisor name (Proceed to Step H)

The Dispatcher monitors sublet job status to support customer promise times. TBD

Service Operations Guide

Process #3: Work In Progress (continued) System Support:

Suzuki Service Process - “Suzuki Way of Service”

H. When the technician moves the vehicle to his stall, the technician will update the computer indicating the vehicles new location. (Proceed to Step I) Job Status Process (as described in Step F)

System Support:

The technician clocks on to the RO. when he receives the car in his stall. The computer automatically updates both the “repair order control” and the “job control” files to reflect that the work order is not “in process”. (Proceed to Step S)

Job Status Process (as described in Step F) J. Upon determination of repair priority and job complexity the Dispatcher assigns the “standard” priority jobs to the appropriate technicians by entering the technician I D number in the “tech” field on the job line via the on line status tracking worksheet. The Dispatcher can also re-prioritize any job in a technicians queue or reassign technicians based upon subsequent workload or other reasons. This is done via the use of an on-line “Job Status Process”. (Proceed to Step K)

System Support:

System Support:

Job Status Process (as described in Step F) K.

The computer releases only 1 repair at a time to a technician. Technician must take each repair order in the sequence it has been released. If more than one technician is to work on a vehicle, the computer checks to make sure that no two technicians are assigned to a vehicle at the same time.



The Dispatcher will also have the ability to manually queue repairs as conditions and customer needs change. (Proceed to Step H).

TBD

The Dispatcher will be responsible to periodically check the status of each repair order in process, repair orders in queue and repair orders completed, on command. The system will alert the Dispatcher of any job that:



• Is in danger of missing a promise time • Is in danger of missing a promise time • Will miss promise time

13

Service Operations Guide

Process #3: Work In Progress (continued)

Suzuki Service Process - “Suzuki Way of Service”

L. If the service requirements or customer complaints are not evident on the basis of a static evaluation, the technician will perform a test drive to verify the repair needs via a dynamic evaluation. (Return to Step M) M. Was the customer’s complaint verified? (Proceed to Step N or T). N. If the problem could not be identified, the technician should consult with Service Advisor to obtain additional clarification. (Proceed to Step 0) O. Was the complaint verified by the technician with this additional information? (Proceed to Step P or T) P. If the problem still cannot be verified, the Service Advisor should now contact the customer for additional information. (Proceed to Step Q) Q. Can the problem now be verified by the technician? (Proceed to Step R or T) R. If the customer symptom cannot be verified, refer to “technician drives car with the customer” in the write-up process. S.

System Support:

Immediately after the technician clocks onto the job, he will review the repair order and perform a stationary evaluation of the vehicle. This evaluation determines whether the service requirements or customer complaints are evident. (Proceed to Step L or T)

R. O. and diagnostic check sheet. T. Before the completion of the customers requested the technician should perform a series of inspections to insure that the vehicle is performing to factory specifications. The results of these inspections should be communicated with the customer prior to completing their requested repairs. (Proceed to Steps U and X)

System Requirement: Best Practice:

14

R.O. and Standard inspection check sheet. Technicians will conduct Multi- Point Vehicle Inspections on all vehicles in for repair, and notify Service Advisor of any additional maintenance or repairs required.

Service Operations Guide

Process #3: Work In Progress (continued)

Suzuki Service Process - “Suzuki Way of Service”

U.

Following verification of the service needs and a thorough vehicle inspection, the technician determines if diagnosis is required to identify the cause of the customer complaint. (Proceed to Step V or Y).

V. During the repair of a customer’s vehicle the technician will obtain the needed tools, information and support required to diagnose the cause of the customer complaint. (Proceed to Step Z)

System Support Required:

Scan Tool W.

System Support:

System Support:

R.O. X.

Following verification of the service needs, and a thorough vehicle inspection, the technician may or may not identify additional work which should be performed. If additional work is required, the technician informs the Service Advisor, (Step CC) to obtain authorization for the additional work. (Proceed to Step U or W).

Y.

The technician determines what additional resources might be required such as parts, sublet work, etc. In addition the technician will also check for parts availability. This information will be captured on the R.O. and discussed with the Service Advisor. (Proceed to BB)

EPC Z.

System Support:

Upon completion of the general vehicle inspection, if no additional work is necessary, the technician will log these findings onto the repair order so the Service Advisor can explain them to the customer. (Return to Step U).

In the event that a vehicle needs diagnosis, a fully defined diagnostic process would be implemented. The Technician will complete the diagnostic procedure and determine what parts are needed (if any). (Proceed to Step Y)

EPC AA. If the customer declines additional work, the Service Advisor modifies the RO. by adding comments which state that the work was declined. (Proceed to HH)

System Support:

R.O.

15

Service Operations Guide

Process #3: Work In Progress (continued)

Suzuki Service Process - “Suzuki Way of Service”

BB. If additional work was identified in Step X, the technician needs to obtain authorization from the Service Advisor before proceeding with repairs. (Proceed to Step CC or II) CC. The technician notifies the Service Advisor of any additional work or obstacles to completing the job as scheduled. The Technician enters the reason for delay into the computer. This notification should include labor operations, materials, and parts involved. The technician does NOT perform any work until authorized. (Proceed to Step DD)

System Support:

TBD

System Support:

R.O. DD. Upon receiving notification from the technician that additional work is needed, and prior to contacting the customer for repair authorization, estimates, promise/ time and customer options must be assembled. The Service Advisor enters the new information so that the computer can realign the technician’s queue and update the promise time and dollar estimate. The Service Advisor then calls the customer for approval. (Proceed to Step EE) EE. The Service Advisor determines whether the customer has any other repair items which need to be addressed, in addition to the one which has not been authorized, and discusses them with the customer. The customer makes the decision whether to complete any remaining repairs in addition to the one that he/she did not authorize. (Proceed to AA or FF) FF.

The Service Advisor and customer will determine whether the additional repairs can be completed on the same visit or whether a new appointment must be scheduled. (Proceed to Step GG or HH)

GG. If a new appointment is needed to perform customer authorized additional work, the Service Advisor will offer the customer a range of appointment times to ensure that the repair can be performed at the customer’s convenience. (Ties to appointment process).

System Support:

16

TBD

Service Operations Guide

Process #3: Work In Progress (continued)

Suzuki Service Process - “Suzuki Way of Service”

HH. The Service Advisor must gain authorization for the work before parts & labor can be charged to the repair order. The technician must receive authorization from the Service Advisor to proceed. (Proceed to Step II) II. If additional authorization is not required, or authorization has been obtained for additional repairs which do not require a new appointment, the technician proceeds with the acquisition of the needed parts by requesting the parts from the Parts Counterperson. (Proceed to Step JJ) JJ. Are the parts which the technician needs to perform authorized repairs available? (Proceed to Step KK or MM) KK. Parts are not available. At this point the technician will inform the Service Advisor that the job is on hold awaiting parts availability and clocks off the job. At this point the technician is free to begin another repair while waiting for parts. (Proceed to Step LL) LL. Service Advisor communicates parts timing with the customer, after the parts order process timing has been established. (Proceed to Parts Order Process) MM. If the required parts are available, the Parts department gives the parts to the technician. (Proceed to Step NN).

System Support:

NN. The worksheet file is updated by the Parts department with the appropriate parts information via the in dealership system, billing the parts to the R.O. (Proceed to Step 00) R.O. OO. The technician works on car and completes the repair. (Ties into Vehicle Service and Quality Control Process)

17

18

W

Repair Order

Y

T

System Support Required : DMS

N

Note Findings

System Support Required : DMS

S

Additional Work Required?

X

System Support Required : DMS

Technician Performs Inspection

Y

Problem Identified?

System Support Required : DMS

Dispatcher Accesses Repair Priority

Technician Test Drives Car

Dispatcher Accesses Repair Complexity

M

C

B

Verify Service Requirements/ Complaints Without Test Drive?

Repair Order or Screen Diagnostic Checksheet

L

Completing Paperwork & Service Delivery; Comeback, Drivability or NVH issue

Reception, Write-ups, and Estimates

A

Y

N

Diagnosis Required?

II

BB Authorization Required?

Technician Obtains Parts

N

Y

Problem Identified?

Technician Obtains Information/Tools Required For Diagnosis

O

N

Dispatch Priority?

System Support Required : DMS

Technician Performs Diagnosis and Determines Parts Requirement

CC

Y

Y

N

E

Y

Parts Available?

JJ

Technician Informs Service System Advisor Support Required : DMS

Technician Checks Parts Availability and Determines Order Requirements

U

Technician Consults with Service Advisor to Clarify Service Requirements

System Support Required

N

Is A Sublet Required?

D

Y

Z

N

MM

KK

Y

Problem Identified?

Authorization Given?

N

Y

Technician Picks Up Parts

NN Technician Repairs Vehicle

Parts Order Process

New Appointment Required?

Y N

Reception, Estimate, and Write-up Technician Test Drives Vehicle With Customer

System Support Required : DMS

Appointment Process

FF

Parts Department Updates R.O.

H

G

Technician Records Vehicle Movement

Dispatcher Dispatches to Sublet

N

GG System Support Required : DMS

Service Advisor Notes Work Declines on R.O.

EE

AA

Repair Order

Q

System Support Technician Clocks Required : DMS Off System and Notifies Service Advisor Repair Order

Service Advisor Obtains Authorization Update Promise Time Update Estimate

DD

System Support Required : DMS

System Support Required : DMS

Dispatcher Dispatches to Technician

K

System Support Required : DMS

System Support Required : DMS (Prioritized Job Stack)

Service Advisor Contacts Customer to Clarify/Obtain Additional Information

System Support Required

P

Dispatcher Assigns Repair Regular Sequence

System Support Required : DMS

Dispatcher Assigns Repair Top Sequence

Shop Manual, Service Bulletins/Advisories Scan Tool, etc.

V

N

J

Y

F

Work in Process - Process 3

System Support Required : DMS

LL

Service Advisor Notifies Technician

OO

HH

R

By Technician(s) System Support Required : DMS

Technician Clocks Job on System

I

Service Operations Guide Suzuki Service Process - “Suzuki Way of Service”

Service Operations Guide

Process #4: Vehicle Service and Quality Control

Suzuki Service Process - “Suzuki Way of Service”

A.

Following problem diagnosis and parts acquisition, and upon commencement of the repair process, the vehicle flow transitions from “Work-in-Process” to the Vehicle Service and Quality Control Phase. (Proceed to Step B)

B. The technician completes the repair. (Proceed to Step C) C.

Best Practice: System Support:

The technician will write a legible, detailed description of what was inspected, repaired, and/or replaced on the repair order. R.O.

The computer “traps” all time and cost information necessary for productivity reports, and then formats these reports for the Service Manager or business office follow-up.



The work-in-process function and worksheet records will fully integrate with the in-dealership accounting system such that work-in-process (open R.O.), information can be obtained at any point in time.

D.

At this point, vehicles which were dispatched to sublet facilities are returned to the dealer’s service department. The Service Advisor or his designate will evaluate the vehicle to determine if the repair was performed satisfactorily. If not, the vehicle will be returned to the sublet shop for corrective action. (Proceed to Step E)



System Support:

Following repair completion, the technician will enter final repair descriptions, closing out the repair transaction and shifting from work in process status to Quality Control tracking. (Proceed to Step E)

E. If the customer complaint, Technician experience or Service Advisor comments dictate that the car be test driven, then the technician does so. (Proceed to Step I or F)

The technician will perform a road test on all services which impact drive ability and handling prior to beginning diagnosis or repair, to confirm incident resolution (for example, hesitation/stalling, vibration, noise, alignment/ pulling, etc.)

19

Service Operations Guide

Process #4: Vehicle Service and Quality Control (continued)

Suzuki Service Process - “Suzuki Way of Service”

F.

Technician confirms proper operation of repaired components to determine if the vehicle is functioning normally. This may include performing a function test on non-driveability services to confirm operation of components or systems (for example, radio, heating & A/C, power lock, sunroof, etc.) He will also verify that all work is performed as requested on the vehicle’s repair order and perform a visual inspection on maintenance or replacement services (for example, ensure all clamps, caps, and other fasteners are secured properly).



Meeting a customer’s service expectations means fixing the problem right the first time. As such, both the Technician and Service Advisor/Shop Foreman have a role in quality control. (Proceed to Step G)

G. Did the vehicle pass the quality control inspection? (If yes, proceed to Step J. If not, proceed to Step H.)

System Support:

H.

If the vehicle didn’t pass inspection it is returned to a technician. The system will prompt management as to what direction should be taken, i.e., assign to original technician or reassign to a different technician.



The Quality Control function should allow for Q & A of the worksheet for additional work. The system should capture “QC-OK” as part of records close-out.



If the vehicle fails a Quality Control inspection twice, the procedural manual should state that management must be consulted as to the next step, i.e., review bulletins,contact Techline, etc. (Proceed to Work-In-Process Diagnosis)



If a test drive is required following repair completion, the technician logs the entry into the Job Status Worksheet and performs the test drive. (Proceed to Step F)

Job Status Process (as described in Step C) J. A mirror tag will be utilized which contains space for three signatures: Technician, Quality Control individual, and Service Advisor.

20

Service Operations Guide

Process #4: Vehicle Service and Quality Control (continued) Best Practice:

Suzuki Service Process - “Suzuki Way of Service”

J. If the vehicle repair has been completed satisfactorily, the person performing the quality control inspection completes the Quality Control document and updates the system indicating that the QC check was performed (Proceed to Step K) A mirror hanger tag or similar instrument is utilized for all repairs. This acknowledges the performance of a Quality Control Check. K. Whether or not a repair is a warranty repair has an impact on the disposition of the old parts. (Proceed to Step L or S) L. The technician will return all parts replaced under warranty to the Parts Department for parts return warranty purposes. (Proceed to Step M) M. The technician clocks off the R.O. when he has finished the work. (Proceed to Step N)

System Support:

System Support:

Job Status Process (as described in Step C.) N.

After the technician logs off the repair, he delivers the paperwork (R.O. Hardcopy, check sheet, etc.) to the Dispatcher as notification that the repair is completed. (Proceed to Step 0)

O.

If the vehicle is to be washed, the technician will give the keys or the vehicle to the porter who will be responsible for washing the vehicle. At this point, the technicians’ association with the vehicle ends and he/she is free to clock onto the next repair. (Proceed to Step Q)

Each vehicle is inspected to remove dirt or smudges created during the repair process are removed. P. The vehicle exterior is cleaned (if approval is given). A wash or no-wash record was logged on the computer at appointment or reception. (If approval is given, proceed to Step P. If no approval is given, proceed to Step V) Q.

Upon receipt of the customer’s vehicle from the Technician, the porter washes the vehicle in accordance with the customer’s wishes, taking care to remove any grease marks or soilage which may have occurred during the repair procedure. The porter also inspects the interior and cleans any soilage that might have occurred. (Proceed to Step R) 21

Service Operations Guide

Process #4: Vehicle Service and Quality Control (continued) System Support:

System Support:

Suzuki Service Process - “Suzuki Way of Service”

R. After the porter cleans the vehicle, he moves the vehicle to the designated staging area to await the customer’s arrival. He identifies the location of the vehicle via the online status tracking system. (Proceed to Step V) Job Status Process (as described in Step C) S.

If the repairs performed were not covered by warranty, the Technician will determine, via the R.O., if the customer requested his/her old parts returned. (Proceed to Steps T or U)

T.

If the customer requested return of his/her old parts, the technician will pack the parts in appropriate container and place them in the vehicle cargo area for presentation to the customer upon his/her return. Care must be taken so that the old parts do not soil any portion of the customer’s vehicle. (Proceed to Step M)

U.

If the customer did not request that old parts be returned, the technician will discard the old parts upon completion of the QC documents. Parts should be disposed using appropriate or designated disposal methods. (Proceed to Step M)

V.

After parking the customer’s vehicle and identifying its location, the porter returns the keys and all the paperwork to the Dispatcher to initiate the close out of the repair. (Proceed to Step W)

Job Status Process (as described in Step C) To indicate the vehicle’s location on-line, the Dispatcher, (Upon receipt of the keys from the porter, must log this information into the computer). W. Upon return of the vehicle to dispatch, the Dispatcher will notify the Service Advisor that the customer may be contacted. (Proceed to Step X) X.

22

Upon receiving notification from the Dispatcher, the Service Advisor initiates the paperwork completion and customer contact process. (Proceed to “Completing Paperwork and Service Delivery” Process)

J

System Support Required : DMS

Technician Completes and Signs Quality Control Documents and Updates System

Mirror Hanger

U

Work In Progress

A

N

Customer Wants Parts?

Technician Discards Parts

S

N

Warranty?

K

B

Y

Y

L

C

Technician Packs Old Parts and Returns With Vehicle

T

Technician Returns Old Parts to Parts Department

Technician Completes Repairs

Special Tools

System Support Required : DMS

Technician Logs Off Repair

M N

Y

System Support Required : DMS

O

P

System Support Required : DMS

Dispatcher Notifies Service Advisor

Porter Returns Keys and Paperwork to Dispatcher

N

Wash Vehicle?

W

Technician Delivers Car to Porter

System Support Required : DMS

N Technician Performs Quality Control Check Visula, Static, Dynamic

F

V

Technician Takes The R.O. Hard Copy to Dispatch

Repair Order

Technician Updates System

Test Drive Required?

E

Technician Documents Work Completed: Cause Complaint, Correction

I

Work In Progress: Sublet

D

Vehicle Service and Quality Control - Process 4

Y

Y

Pass?

G

Completing Paperowrk and Service Delivery

X

Porter Washes Vehicle

Q

N

R Porter Parks Car and Identifies Location

Work In Progress: Diagnosis

H

Service Operations Guide Suzuki Service Process - “Suzuki Way of Service”

23

Service Operations Guide

Process #5: Completing Paperwork and Service Delivery

Suzuki Service Process - “Suzuki Way of Service”

A. Vehicle repairs completed. Quality checks completed. B.

The Service Advisor reviews, recaps, and reconciles the Repair Order with the invoice.

C. The Service Advisor prints the invoice. D.

Standard #8:

Based upon repairs completed, the Service Advisor pulls the customer’s maintenance book out of the glove box and fills in the appropriate completed maintenance section.

All vehicles will be ready when promised and Customers notified when their vehicles are ready. F.

Service Advisor telephones and advises the customer of the final repair costs and explains what has been completed and the results of the repairs. The Service Advisor confirms the pick up times and reminds the customer of the rental car procedures.

E.

Service Advisor checks to see that the technician has signed, completed and properly attached the Q.C mirror tag to the customer’s vehicle.

G.

If the customer does not arrive on time or within an hour of pre-agreed time, the Service Advisor calls the customer. This is especially critical if the loan/rental car is going to another customer.

K. If the customer cannot deliver or pick up vehicle. Service Advisor adjusts the loan car log and the service delivery schedule. H.

The customer arrives at dealership and is greeted by the Service Advisor.

I.

Was the customer provided with a loan or rental vehicle?

J. The Service Advisor checks car for mileage, condition and helps the customer remove personal items.

24

Service Operations Guide

Process #5: Completing Paperwork and Service Delivery (continued) Standard #9:

Suzuki Service Process - “Suzuki Way of Service”

L.

The Service Advisor offers to review the R.O. in detail. The Service Advisor discusses what was done, the cost and how this compares to the estimate. The Service Adjustor discusses maintenance book up dates and points out upcoming maintenance requirements.

Service Advisors will explain all service repairs and charges, deliver Customer vehicles, and discuss future service needs with the Customer. M. The Service Advisor determines if the customer would like to road test the vehicle. N.

After reviewing the repair order, the Service Advisor escorts the customer to the cashier’s office.

O. Service Advisor advises the porter to bring the customer’s car forward for customer delivery. P. The Service Advisor delivers the unit to the customer as he returns from the cashier’s office. Q. Before the customer enters the vehicle, the Service Advisor removes all protective items. R.

The Service Advisor advises the customer that the used parts have been placed into the trunk as requested.

S. The customer leaves. T. If the customer wants to go on a test drive, the porter retrieves the customer’s vehicle. U. The Service Advisor accompanies the customer on a short test drive offering detailed explanation of the work completed. V. The Service Advisor asks the customer if the problem has been resolved W. If the problem has been resolved, the Service Advisor directs the customer to the cashier. X. If the problem has not been resolved, the Service Advisor makes arrangements to secure alternate transportation if needed, and reschedule the repair date.

25

26

Vehicle Service and Quality Control

A

U

Porter Retrieves Client’s Vehicle

X

V

Work In Progress

N

Vehicle Problem Corrected?

Y

Service Advisor Performs Road Test with Customer to Demonstrate That Problem Has Been Corrected

T

Y

Is the Repair a Comeback, Driveability, or NVH Problem?

N

System Support Required : DMS

System Support Required : DMS

Service Advisor Escorts Customer to Cashier

W

Service Advisor Escorts Customer to Cashier

N

Service Advisor Prints Invoice

Service Advisor Reviews Repair Order and Reconciles with Invoice

M

C

B

Porter Retrieves Customer’s Vehicle

O

Maintenance Book

Service Advisor Updates Customer Maintenance Log

D

F Service Advisor Calls Customer with Total Repair Cost and Confirms Service Delivery Time

Service Advisor Delivers Vehicle Washed in Accordance with Customer’s Authorization

P

Quality Control Mirror Tag

Service Advisor Confirms QC Mirror Tag is Complete and Signed

E

Q

System Support Required : DMS

Service Advisor Reschedules and Adjusts Loan Car/Rental Car Log if Applicable

Remove Service Protection Seat Cover and Floor Mats

K

N

Will Customer Arrive on Time?

G

Y

R

Service Advisor Greets Customer

H

Return Old Parts As Requested

Completing Paperwork and Service Delivery - Process 5

L

Customer Leaves

S

Service Advisor Explains Repairs to Customer

N

Loan/Rental Car Return?

I

Y

Service Advisor Checks in Car

J

Service Operations Guide Suzuki Service Process - “Suzuki Way of Service”

Service Operations Guide

Process #6: Service Advisor Follow-up

Suzuki Service Process - “Suzuki Way of Service”

A. The Business office routes copies of repair orders to each Service Advisor. B. The Service Advisor will then mail “thank you” cards or letters to each service customer thanking them for the business and opportunity to serve. C. The Service Advisor follows up each service visit with a telephone call.

Standard #10:

Customers will be contacted to ensure satisfaction Within 48 hours of the service visit. D. The Service Advisor asks the customer if they are satisfied with their recent service experience. E. If the customer’s experience was good, the Service Advisor thanks the customer, advises them of their next service interval, and informs them that the dealership will be sending a service reminder. F. If the customer had an unacceptable service experience, the Service Advisor inquires if the repair problem has been resolved. H. If the problem has not been fixed, or if there are new problems, the Service Advisor apologizes and offers to reschedule for correction. G. If the problem is not repair related, the Service Advisor asks the cause and them commits to appropriate action(s) that will meet customer expectation.

27

28

Business Office Routes Copy of Completed Repair Order to Respective Service Advisor

A Service Advisor Mails Thank You Card to Customer

B Service Advisor Calls Customer About Most Recent Service Experience

C

H

F

Service Advisor Offers to Reschedule to Correction

Y

Is There A Problem With The Vehicle?

N

Good Experience?

D

N

Y

Service Advisor Follow-Up - Process 6

Advisor Probes, Commits to Corrective Review

Service Advisor Thanks Customer and Advises Them That They Will Receive Service Reminders

E

G

Appointment Process – Service Reminder Communication

Service Operations Guide Suzuki Service Process - “Suzuki Way of Service”

Service Operations Guide

Service / Parts Facility and Staffing Guidelines

SERVICE/PARTS FACILITY AND STAFFING GUIDELINES Planning Volume(s) PV

The facility, personnel and equipment quantities and square footages listed below are based on annual Suzuki Dealership new vehicle sales planning volumes, (PV). This PV is classified into Tiers based on a pre-determined range of new Suzuki sales, see below:

Note:

Tier 1 = PV

This Section can be used as a survey checklist for new or buy/sell dealers.

YES/NO OR QTY/SIZE

CATAGORY

ITEM

GUIDE

Service Center

Service Stalls

Qty

Tier 1, 2 to 5 Stalls w/ Lifts Tier 2, 5 to 8 Stalls w/Lifts Tier 3, 8 to 12 Stalls w/Lifts Tier 4, 12 to 15 Stalls w/Lifts (Minimum 2 Stalls w/ lift for Tier 1, required)

Service Stall

Sq. Ft.

300 sq. ft. minimum per stall. (15 ft. wide x 20 ft. deep)

Service Advisor(s)/ Stalls

Qty

Tier 1, 1 Advisor w/Stall Tier 2, 2 Advisors w/Stalls Tier 3, 3 Advisors w/Stalls Tier 4, 4 Advisors w/Stalls

Service Advisors Stall

Sq. Ft.

125 Sq. Ft. each minimum

Service Write-Up Drive

Qty

Tier 1, 1 Write-up Drive Tier 2, 1 or 2 Write-up Drives Tier 3 & 4, 2 Write-up Drives

Service Directional Sign

Qty

1 Service Direction Sign, 1 all Tiers

29

Service Operations Guide

Service / Parts Facility and Staffing Guidelines

SERVICE/PARTS FACILITY AND STAFFING GUIDELINES (continued)

CATAGORY Service Center

Parts Department

Service/Parts Department Staff

30

ITEM

YES/NO OR QTY/SIZE

GUIDE

Service Manager Office

Sq. Ft.

1 Service Managers office all Tiers, (120 sq. ft. minimum)



Customer Parking Spaces

Qty

Tier 1, 25 Tier 2, 30 Tier 3, 35 Tier 4, 40

Service Customer Lounge

Sq. Ft.

Tier 1 & 2, 340 sq. ft. Tier 3 & 4, 400 sq. ft.

Parts Storage Floor Space

Sq. Ft.

275 sq. ft per service stall

Parts Mgr. Office

Sq. Ft.

All Tiers, 1 Parts Manager office all Tiers, (105 sq. ft. minimum)

Parts Retail Counter Space

Sq. Ft.

(50 sq. ft minimum).

Technician Parts Counter Space

Sq. Ft.

(50 sq. ft minimum).

Dedicated Delivery “DD”

Sq. Ft.

Shipping and receiving DD (90 sq. ft).

Service Manager

Y/N

1 Service Manager, may handle other models. (may be dualed)

Service Advisor

Qty

Tier 1 & 2, 1 Exclusive Service Advisor Tier 3, 3 Service Advisors (1 Exclusive) Tier 4,, 4 Service Advisors (may be dualed)

Service Technicians

Qty

Service stall ratios is 0.5 to 1 x 1 (minimum two Technicians for Tier 1 required)

Service Technician Training

Y/N

Technicians must have obtained at least Suzuki Bronze Certification. (Within 6 months for new dealer start up.)

Parts Manager

Y/N

1 Parts Manager (may be dualed)

Service Operations Guide

Service / Parts PC Requirements

SUZUKI DEALERSHIP SERVICE and PARTS Minimum PC Requirements

Suzuki Connect PC Application

Suzuki dealership Parts and Service operations have two different types of Minimum PC requirements. 1.

“Suzuki Connect” dealer communication system for all business applications such as; warranty processing, parts ordering, technical information, etc.

2.

TIS2WEB and Pass-Through in-shop PC, for product diagnosis and on-board ECM reprogramming applications.

PC with “Suzuki Connect” capabilities located in; Parts Department, Service Office and one at each Service Advisor Station.

Suzuki Connect PC Specification FEATURE

SPECIFICATION

CPU

Clock Speed: 2GHz or greater Memory: XP512 MB RAM or greater VISTA: 2 GB RAM or greater

Hard Drive

Hard Disk: Minimum 500 MB free space (for software Install)

Internet

YES/NO _____

_____

Internet Explorer 6.0 (8.0 Recommended) High Speed Internet Connection (DSL, Cable Modem, T1) Ethernet Network Card

_____

Monitor

17” SVGA Color Monitor or greater (for EPC) 1024 x 768 Screen Resolution (highest (32bit) or True Color)

_____

Operating System

Windows XP Professional or Vista Business/Ultimate Adobe Acrobat Reader 6.0 (8.0 Recommended)

_____

Video

3D Accelerator Card/w 128 MB Video RAM (Required for Vista)

_____

31

Service Operations Guide

Service / Parts PC Requirements

IN-SHOP PC Application

High Speed Internet Access for TIS2WEB and Pitstop Connectivity. • Hardware Requirements: PC, Monitor, Printer combination. • Portable – In service bay capability, (Roll around cart recommended).

In-Shop PC Specification FEATURE

DESKTOP SPECIFICATION

YES/NO

LAPTOP SPECIFICATION

YES/NO

CPU

Intel Pentium 4, 1.3 GHz or higher

_____

Intel Pentium M/Centrino 1.3 GHz or higher

_____

Hard Drive

20GB ATA or higher

_____

20GB ATA or higher

_____

RAM

256 MB SDRAM or Higher

_____

256 MB SDRAM or Higher

_____

Video Memory

16MB RAM or Higher

_____

32MB RAM or Higher

_____

Optical Drive (CD-ROM/DVD)

40X/16X CD/DVD combo drive

Communication Ports

USB 1.0/2.0 Ports, 1 Parallel, 1 Serial

Network Adapter

Integrated PCI or ISA Ethernet Network Interface Card 10/100/1000

Operating System

Microsoft® Windows® 2000 Professional SP4 or XP Professional SP2

_____

Microsoft® Windows® 2000 Professional SP4 or XP Professional SP2

_____

Internet Browser

Internet Explorer 6.0 SP1 or Higher

_____

Internet Explorer 6.0 SP1 or Higher

_____

Java Runtime Environment

1.4.2 or later

_____

1.4.2 or later

_____

Anti-Virus Software

Current version of commercially available virus protection

_____

Current version of commercially available virus protection

_____

*

_____ _____ _____

CD/DVD combo drive USB 1.0/2.0 Ports, 1 Parallel, 1 Serial, 1 Type II PCMCIA Slot NIC Ethernet Integrated 10/100/1000 *Wireless NIC optional

* USB to Serial Port Adapter May Be Purchased if PC Does Not Include RS232 Serial Port. 32

_____ _____ _____

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS

IMAGE

ITEM NUMBER 09910-06520

Essential tools are required; dealerships must order as part of appointment process. Added tools will be automatically shipped and billed to the non-vehicle account. DESCRIPTION

SDS TOOL KIT

MODEL

YES/NO

AERIO ESTEEM FORENZA/ RENO GRAND VITARA SAMURAI SIDEKICK SIDEKICK SPORT SWIFT SX4 VERONA VITARA X90 XL-7 / XL7

____

09911-97710

OIL SEAL GUIDE

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

09911-97811

OIL SEAL INSTALLER

AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7

____

09913-50121

OIL SEAL REMOVER

AERIO XL-7 / XL7

____

09913-60910

BEARING/GEAR PULLER (40-60mm)

09913-70123

BEARING INSTALLER TOOL

AERIO GRAND VITARA XL-7 / XL7

09913-75510

BEARING INSTALLER

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

09913-75520

BEARING INSTALLER

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

09922-46010

CLUTCH RELEASE BUSHING REMOVER

____

____

AERIO ESTEEM SWIFT

____

____

____

____

33

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 09913-76010

DESCRIPTION BEARING INSTALLER

MODEL

YES/NO

AERIO ESTEEM ____

09913-80113

BEARING INSTALLER

AERIO GRAND VITARA VITARA XL-7 / XL7

09913-84510

BEARING INSTALLER

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

____

09913-85210

BEARING INSTALLER

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

____

09913-85230

BEARING REMOVER JIG

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

____

09916-66510

TAPPET HOLDER

GRAND VITARA SX4

____

09919-47020

QUICK JOINT REMOVER, FUEL

AERIO ESTEEM GRAND VITARA XL-7 / XL7

____

09922-46010

CLUTCH RELEASE BUSHING REMOVER

AERIO ESTEEM SWIFT

FLANGE HOLDER

GRAND VITARA VITARA XL-7 / XL7

09922-66021

34

____

____

____

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 09923-46020

DESCRIPTION JOINT PIPE

MODEL

YES/NO

AERIO ESTEEM ____

09923-74511

BEARING PULLER (2035mm)

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

____

09924-07710

SYNCHRONIZED HUB INSTALLER

AERIO XL-7 / XL7

____

09924-07720

SYNCHRONIZED HUB INSTALLER

XL-7 / XL7

____

09924-74510

BEARING AND OIL SEAL HANDLE

09925-15410

OIL SEAL INSTALLER

AERIO XL-7 / XL7

____

09925-18011

TRANSMISSION GEAR, BUSHING & BEARING INSTALLER ATTACHMENT

ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7

____

09925-46010

CLUTCH RELEASE BUSHING REMOVER

AERIO ESTEEM

GEAR SHIFT OIL SEAL INSTALLER

ESTEEM GRAND VITARA VITARA XL-7 / XL7

09925-58210

____

____

____

35

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 09925-88210

DESCRIPTION BEARING PULLER ATTACHMENT

MODEL

YES/NO

AERIO ESTEEM ____

09925-98221

BEARING INSTALLER

09926-27610

OIL SEAL INSTALLER

AERIO

____

09926-48010

UNIVERSAL JOINT ASSEMBLING TOOL

GRAND VITARA VITARA XL-7 / XL7

____

09926-58010

BEARING REMOVER ATTACHMENT

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

09926-78311

BEVEL PINION MOUNTING DUMMY/GAUGE SET

GRAND VITARA VITARA XL-7 / XL7

09927-08220

OUTPUT SHAFT REMOVER

GRAND VITARA VITARA XL-7 / XL7

09927-76010

GEAR HOLDER

ESTEEM

____

____

____

____

____

09927-76060

36

GEAR HOLDER

AERIO

____

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 09928-36010

DESCRIPTION

MODEL

YES/NO

REDUCTION DRIVE HOLDER

AERIO

09930-30104

SLIDING SHAFT ROTOR REMOVER

AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7

09932-75010

AIR BAG LOAD TOOL

AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7

____

09932-75020

CONNECTOR TEST ADAPTER KIT

ESTEEM GRAND VITARA VITARA XL-7 / XL7

____

09932-75031

AIR BAG DEPLOYMENT HARNESS

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

____

09932-76010

CONNECTOR TEST ADAPTER SET

AERIO GRAND VITARA XL-7 / XL7

____

09932-76510

DEPLOYMENT ADAPTER CABLE

AERIO XL-7 / XL7

09932-77310

DEPLOYMENT ADAPTER CABLE

XL-7 / XL7

DIAGNOSIS ADAPTER CABLE

AERIO GRAND VITARA XL-7 / XL7

09932-77320

____

____

____

____

____

37

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 09932-78310

ADAPTER CABLE

MODEL AERIO GRAND VITARA XL-7 / XL7

YES/NO

____

09932-78321

DEPLOYMENT ADAPTER CABLE

GRAND VITARA

09932-78332

ADAPTER CABLE

AERIO GRAND VITARA XL-7 / XL7

____

09932-78340

ADAPTER CABLE

AERIO GRAND VITARA XL-7 / XL7

____

09933-06330

SX4 ECM test Harness

SX4

09933-06520

ECM Test Harness

GRAND VITARA

09940-14940

SWING ARM ADJUSTER LOCK NUT

AERIO

09940-51710

BEARING INSTALLER

AERIO GRAND VITARA VITARA XL-7 / XL7

09940-53111

38

DESCRIPTION

DIFFERENTIAL BEARING INSTALLER

AERIO GRAND VITARA VITARA XL-7 / XL7

____

____

____

____

____

____

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 09940-54910

DESCRIPTION BEARING INSTALLER

MODEL

YES/NO

AERIO ESTEEM ____

09940-54950

BEARING INSTALLER ATTACHMENT

GRAND VITARA VITARA XL-7 / XL7

____

09941-34513004

BEARING INSTALLER ATTACHMENT

AERIO

____

09941-54911

BEARING OUTER RACE REMOVER

AERIO ESTEEM

____

09941-64511

BEARING REMOVER (D: 30mm MIN)

AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7

____

09941-74911

BEARING INSTALLER

GRAND VITARA

____

09942-15511

SLIDING HAMMER

AERIO ESTEEM GRAND VITARA SWIFT VITARA XL-7 / XL7

____

09943-17912

AXLE SHAFT REMOVER

AERIO ESTEEM SWIFT ____

09943-35512

WHEEL HUB REMOVER

GRAND VITARA VITARA XL-7 / XL7

____

39

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 09944-66010

OIL SEAL INSTALLER

MODEL ESTEEM GRAND VITARA VITARA XL-7 / XL7

YES/NO

____

09944-66060

BEARING INSTALLER

AERIO

09944-78210

BEARING INSTALLER SUPPORT

AERIO XL-7 / XL7

____

09945-86510

TPMS TEST TOOL

VERONA XL-7 / XL7

____

09950-96010

BOOSTER PISTON ROD GAUGE

AERIO ESTEEM GRAND VITARA SWIFT VITARA

____

09951-16050

WHEEL BEARING TIGHTENING TOOL

GRAND VITARA VITARA XL-7 / XL7

____

09951-16060

CONTROL ARM BUSHING REMOVER

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

____

09951-16080

BEARING INSTALLER

AERIO GRAND VITARA VITARA XL-7 / XL7

09951-16090

40

DESCRIPTION

OIL SEAL INSTALLER

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

____

____

____

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 09951-46020

DESCRIPTION

MODEL

CONTROM ARM BUSHING REMOVER

YES/NO

____

09951-76010

BEARING INSTALLER

AERIO ESTEEM GRAND VITARA VITARA XL-7 / XL7

09952-16010

BOOSTER PISTON ROD ADJUSTER

09952-16021

BOOSTER PISTON ROD ADJUSTER

GRAND VITARA XL-7 / XL7

____

09952-86510

FRONT SENSOR ROTOR INSTALLER

GRAND VITARA VITARA XL-7 / XL7

____

09990-86510

EVAPORATIVE EMISSIONS TESTER

AERIO ESTEEM FORENZA/ RENO GRAND VITARA SIDEKICK SIDEKICK SPORT SWIFT VERONA VITARA X90 XL-7 / XL7

09991-15410

QUICK JOINT REMOVER

AERIO

09991-15420

QUICK JOINT REMOVER

AERIO

____

____

____

____

____

95171-00380

SUZUKI SDT WITH OSCILLOSCOPE

SX4

____

41

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER 99963-00025

TECH 2 KIT

MODEL AERIO ESTEEM FORENZA/ RENO GRAND VITARA SIDEKICK SIDEKICK SPORT SWIFT VERONA VITARA X90 XL-7 / XL7

99963-00027

KEYLESS ENTRY FOB TESTER

99963-01501222

SPECIAL TOOL STORAGE CABINET

CH-48096

EVAP SERVICE ACCESS PORT TOOL

XL-7 / XL7

CLT-062207AKS

CAM GEAR LOCKING TOOL

FORENZA/RENO

DW110-130-01

CRANKSHAFT PULLEY HOLDER

VERONA

DW110-130-02

PULLEY INSTALLER/ REMOVER

VERONA

DW110-140

CHAIN COVER INSTALL GUIDE PIN

VERONA

FRONT OIL SEAL INSTALLER

VERONA

DW110-180-01

42

DESCRIPTION

GRAND VITARA

YES/NO

____

____

____

____

____

____

____

____

____

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER DW110-180-02

DESCRIPTION

MODEL

YES/NO

REAR OIL SEAL INSTALLER

VERONA

DW260-030-01

AXLE SEAL INSTALLER (LH)

FORENZA/RENO VERONA

DW260-030-02

AXLE SEAL INSTALLER (RH)

FORENZA/RENO VERONA

____

EN-46101

SPARK PLUG TUBE SEAL GUIDE

XL-7 / XL7

____

EN-46103

CAMSHAFT ACTUATOR VALVE SEAL REMOVER/ INSTALLER

XL-7 / XL7

EN-46104

WATER PUMP PULLEY HOLDING TOOL

XL-7 / XL7

EN-46105

CAMSHAFT LOCKING TOOL

XL-7 / XL7

EN-46106

FLYWHEEL HOLDING TOOL

XL-7 / XL7

XL7 TIMING CHAIN RETENTION TOOL ROLLER CHAIN ONLY

XL-7 / XL7

EN-46108

____

____

____

____

____

____

____

43

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER EN-46109

MODEL

YES/NO

ENGINE FRONT COVER INSTALLATION GUIDE PINS

XL-7 / XL7

EN-46111

CRANKSHAFT ROTATION SOCKET

XL-7 / XL7

EN-46114

ENGINE LIFT BRACKETS

XL-7 / XL7

____

EN-46117

VALVE STEM KEY REMOVER/INSTALLER

XL-7 / XL7

____

EN-46119

OFF - VEHICLE VALVE SPRING COMPRESSOR ADAPTER

XL-7 / XL7

EN-47839

REAR CRANK PROTECTOR

XL-7 / XL7

EN-48313

Timing Chain Retention Tool

XL-7 / XL7

GE-41415-50A

EVAP TESTER FUEL CAP ADAPTER

GRAND VITARA

HG1400-AKS

44

DESCRIPTION

HEAT GUN W/ CURVED METAL HEAT SPREADER

____

____

____

____

____

____

____

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER J-02619-A

DESCRIPTION SLIDE HAMMER

MODEL

YES/NO

XL-7 / XL7 ____

J-1859A

STEERING WHEEL PULLER

XL-7 / XL7

J-24254-A

REAR AXLE SEAL INSTALLER (PREVIOUS TOOL UNAVAILABLE, USE THIS WITH DRIVER J-5590)

XL-7 / XL7

____

J-29184

OIL SEAL INSTALLER

XL-7 / XL7

____

J-33832

REAR BEARING INSTALLER

XL-7 / XL7

LOCK PLATE ADAPTER (TILT)

VERONA

FRONT HUB SERVICE KIT

FORENZA/RENO VERONA

J-36667

J-37105-C

____

____

____

____

J-38416-2

PLUG

XL-7 / XL7 ____

J-38715-A

TOOL, DRIVER/ PASSENGER SIR LOAD

XL-7 / XL7

____

45

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER J-38826

DESCRIPTION KIT, K-M, HARNESS

MODEL

YES/NO

XL-7 / XL7 ____

J-41239-B

COOLER PIPE SEAL INSTALLER/REMOVER

XL-7 / XL7

J-41998-B

CRANKSHAFT BALANCER INSTALLER

XL-7 / XL7

____

J-42059

CIG. LIGHTER SOCKET REMOVER

XL-7 / XL7

____

J-42578

STEERING WHEEL PULLER LEGS

XL-7 / XL7

J-44467

OUTPUT SHAFT ASSEMBLY REMOVER AND INSTALLER

XL-7 / XL7

J-44809

AXLE SEAL INSTALLER

XL-7 / XL7

J-45027

TIMING CHAIN TENSION UNLOADER TOOL

XL-7 / XL7

REMOVER, COOLER LINE SEAL

XL-7 / XL7

J-45201

46

____

____

____

____

____

____

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER J-45289

DESCRIPTION

MODEL

YES/NO

CONTROLLER AREA NETWORK DIAGNOSTIC INTERFACE - CANDI MODULE

XL-7 / XL7

J-45341

AXLE SHAFT REMOVER

XL-7 / XL7

J-45722

FUEL SENDER LOCK RING WRENCH

XL-7 / XL7

____

J-45880-100

ORIFICE UPDATE KIT

XL-7 / XL7

____

J-5590

BEARING INSTALLER (TO BE USED WITH J-24254-A)

XL-7 / XL7

J-6125-1B

SLIDE HAMMER WITH ADAPTER

XL-7 / XL7

KM-307-B

REMOVAL PLATE

VERONA

KM-508-A

REMOVER/INSTALLER

VERONA

____

____

____

____

____

____

RCT35084-MA

FULL-CYCLE RACHETING CRIMP TOOL

____

47

Service Operations Guide

Essential Tools

ESSENTIAL TOOLS (continued) IMAGE

ITEM NUMBER SPX3000118

TPG-0307-AKS

48

DESCRIPTION

MODEL

32MB TECH II MEMORY CARD

XL-7 / XL7

Tire Pressure Gauge

AERIO ESTEEM FORENZA/ RENO GRAND VITARA SAMURAI SIDEKICK SIDEKICK SPORT SWIFT SX4 VERONA VITARA X90 XL-7 / XL7

YES/NO

____

____

Service Operations Guide

REQUIRED SERVICE SHOP EQUIPMENT DESCRIPTION

Required Service Shop Equipment

Required tools must be present, or on order for new or buy/sell dealers. These are generic shop items; substitute equivalents are acceptable. Use as a checklist.

SUGGESTED Mfg MODEL

YES/NO QTY

GUIDE

Battery Charger and Tester

Midtronics 165 GR8-1100 165, GR8 1200

All Tiers, 1

A/C Leak Detector

TIF ZX-1 (16-TIFZX-1)

All Tiers, 1

Head Light Aiming Kit

EQUIVELENT ON HAND or ORDERED (Y/N)

All Tiers, 1

Floor Jack

OTC (16-1510)

All Tiers, 1

Hydraulic Press

OTC STINGER 20-TON (16-2020)

All Tiers, 1

Jack Stands

OTC (Various available)

All Tiers, 2

Work Benches

SHURE (17-019292)

Tier 1, 2 to 5 Tier 2, 5 to 8 Tier 3, 8 to 12 Tier 4, 12 to 16

ShopVise

All Tiers, 1

Bench Grinder w/Pedestal

All Tiers, 1

Drop Light

Tier 1, 2 to 5 Tier 2, 5 to 8 Tier 3, 8 to 12 Tier 4, 12 to 16

Air Compressor System

CHAMPION (27-HR1012230/PKG)

Tier 1, 1x5hp Tier 2, 3&4, 2x7hp

Roll Around Waste Oil Drain

Self Evacuation Waste Oil Drain (289-123-3613)

Tier 1, 2 Tier 2, 4 Tier 3, 5 Tier 4, 6

49

Service Operations Guide

Required Service Shop Equipment

REQUIRED SERVICE SHOP EQUIPMENT (continued) DESCRIPTION

SUGGESTED Mfg MODEL

YES/NO QTY

GUIDE

1,000 lb. Hi-Lift Transmission Jack

OTC (16-1728)

All Tiers, 1

A/C Service Equipment

Robinair Cool Tech (42-34788) R134A Recycler Station

All Tiers, 1

Brake Lathe (On-Car)

Pro-Cut/PFM 9.0 (38-PFM 90.5)

All Tiers, 1

Wheel Balancer

Hunter GSP9700 Series (1-GSP972200)

All Tiers, 1

Vehicle LLift (10,000 lb. Capacity)

Rotary Two-Post Lift (39-A101RA)

Tire Changer

Hunter TC3500 Series (1-TC3500SS)

Tier 1, 2 to 5 Tier 2, 5 to 8 Tier 3, 8 to 12 Tier 4, 12 to 16 All Tiers, 1

Vacuum Pump and Gauge

All Tiers, 1

Waste Oil Tank/System

All Tiers, 1

Parts Cleaning Tank

All Tiers, 1

Power Train Lift (2,500 lb. Capacity)

OTC Power Train Lift (16-1595)

All Tiers, 1

Shop Auto Exhaust Gas Removal System

EuroVent (Various Models)

All Tiers, 1

Management and Administration PC’s (For Suzuki Connect Communication)

Dell Series Optiplex 755 Mini Tower with 19” LCD Monitor (see Parts and Service PE Standards for Hardware Specifications

Tier 1, Parts Officer, Service Officers & Adviser Desk

In Service Shop PC (For TIS2WEB and Pass-thru Communication)

Panasonic Toughbook CF30 with CF-VDR301 U DVD/CD Drive

All Tiers, 1 (Portable, Wireless Recommended)

50

Tier 2, 3&4, Add 1 PC for each Service Advisor

EQUIVELENT ON HAND or ORDERED (Y/N)

Service Operations Guide

Recommended Tools and Equipment

RECOMMENDED SERVICE SHOP EQUIPMENT DESCRIPTION Engine Analyzer

SUGGESTED Mfg MODEL SUN S1S900 Series (Various models)

YES/NO QTY

GUIDE All Tiers, 1

Cooling system pressure tester

All Tiers, 1

Fuel injector pressure tester

All Tiers, 1

Hub Resurfacing Kit

OTC (16-7942A)

All Tiers, 1

Hydraulic engine hoist

OTC (16-2002)

All Tiers, 1

Engine stand

OTC Engine Stand - 1250 Ton (16-2012)

All Tiers, 1

Soldering gun

All Tiers, 1

Shop vacuum

All Tiers, 1

Buffer polisher

All Tiers, 1

Vacuum brake bleeder

VACULA (85-12-18-9989)

All Tiers, 1 All Tiers, 1

Ridge reamer Strut spring compressor

EQUIVELENT ON HAND or ORDERED (Y/N)

OTC (16-6070A)

All Tiers, 1

Outside micrometer set

All Tiers, 1

Dial indicator with mag base

All Tiers, 1

Dial caliper

All Tiers, 1

Straight edge

All Tiers, 1

Pedestal oil drain

Tier 1, 2 Tier 2, 4 Tier 3, 5 Tier 4, 6

51

Service Operations Guide

Recommended Tools and Equipment

RECOMMENDED SERVICE SHOP EQUIPMENT (continued) DESCRIPTION

SUGGESTED Mfg MODEL

YES/NO QTY

GUIDE

Overhead reels

Tier 1, 3 Tier 2, 8 Tier 3, 12 Tier 4, 15

Fluid pumps

Tier 1, 1 Tier 2, 2 Tier(s) 3&4,3

Portable gear oil dispense

Tier 1, 1 Tier 2, 2 Tier(s) 3&4,3

Oil inventory control system

Tier 1, 1 Tier 2, 2 Tier(s) 3&4,3

Bulk oil storage tank

All Tiers, 1

Car wash system

BROADWAY (various models)

All Tiers, 1

Hot/high pressure washes

Accu-turn (54-7002)

All Tiers, 1

Brake disc/drum lathe with adapters and accessories

HUNTER (1-BL505-AB and 1-201668-1)

All Tiers, 1

Brake dust removal system

All Tiers, 1

Chassis dynamometer

All Tiers, 1

Valve and valve seat reconditioning

All Tiers,1

Brake washer

All Tiers,1

Brake drum micrometer

All Tiers,1

52

EQUIVELENT ON HAND or ORDERED (Y/N)

Service Operations Guide

Recommended Tools and Equipment

RECOMMENDED SERVICE SHOP EQUIPMENT (continued) DESCRIPTION

SUGGESTED Mfg MODEL

Floor scrubber Car (down) pusher

YES/NO QTY

GUIDE All Tiers,1

Extra Duty Power Pusher (60-NSP4)

All Tiers,1

Fuel caddy

All Tiers,1

Black light

All Tiers,1

Oil filter crusher

All Tiers,1

Key cutter

All Tiers,1

Key storage system

All Tiers,1

Jump starter

All Tiers,1

4-Wheel Alignment System

EQUIVELENT ON HAND or ORDERED (Y/N)

Hunter Series 811 (1-WA223 and RX-9-43)

All Tiers,1

53

Service Operations Guide

Recommended Tools and Equipment

NOTES: _________________________________________________________________________________ __________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________ ______________________________________________________________________________________________________

54

Service Operations Guide

DEALER SERVICE SUPPORT MATERIALS

Suzuki Pit Stop (Electronic Service Information)

Printed Technical Service Manuals (Literature Kit)

Service Support Materials

All the Service Support Materials shown below are supplied automatically by ASMC. There are no initial set up or periodic dealer costs for any technical service materials. To support the cost for all service materials every dealer is charged a $200.00 monthly Technical Service Information Fee. All written technical service information, owner’s manuals, tools, shop equipment, along with diagnostic and pass-thru software may be accessed or ordered through the Suzuki Pitstop. The Pitstop is an internet web site for dealers, it is pass word protected via access through the “Suzuki Connect” dealer communication system. • A complete set of printed Service Manuals (past 7 years) is supplied to each New Dealer or incoming Buy/Sell Dealer. • A new printed Service Manual is supplied for each new model and all model year changes.

Use this as a survey check list for new or buy/sell dealers. ITEM NUMBER

DESCRIPTION

99500-52D10-33E

2002 XL-7 SERVICE MANUAL (PRINTED VERSION)

99500-52D20-33E

2003 GRAND VITARA / XL-7 SERVICE MANUAL (PRINTED VERSION)

99500-52D30-33E

2004 GRAND VITARA / XL-7 SERVICE MANUAL (PRINTED VERSION)

99500-54G00-33E

2002 AERIO SERVICE MANUAL (PRINTED VERSION)

99500-54G10-33E

2003 AERIO SERVICE MANUAL (PRINTED VERSION)

99500-54G20-33E

2004 AERIO SERVICE MANUAL (PRINTED VERSION)

YES / NO

55

Service Operations Guide

Service Support Materials

DEALER SERVICE SUPPORT MATERIALS (continued) ITEM NUMBER

DESCRIPTION

99500-60G30-33E

2002 ESTEEM SERVICE MANUAL (PRINTED VERSION)

99500-65D30-33E

2002 VITARA/GRAND VITARA SERVICE MANUAL (PRINTED VERSION)

99500-65D40-33E

2003 VITARA SERVICE MANUAL (PRINTED VERSION)

99500-65D50-33E

2004 VITARA SERVICE MANUAL (PRINTED VERSION)

99500-86Z00-33E

2004 VERONA SERVICE MANUAL (PRINTED VERSION)

99500S52D40-33E

2005 GRAND VITARA/XL-7 SERVICE MANUAL (PRINTED VERSION)

99500S52D50-33E

2006 Grand Vitara/XL-7 SERVICE MANUAL (PRINTED VERSION)

99500S54G30-33E

2005 AERIO SERVICE MANUAL (PRINTED VERSION)

99500S54G40-33E

2006 AERIO SERVICE MANUAL (PRINTED VERSION)

99500S54G50-33E

2007 AERIO SERVICE MANUAL (PRINTED VERSION)

99500S66J00-33E

2006 GRAND VITARA SERVICE MANUAL (PRINTED VERSION)

99500S66j10-33E

2007 Grand Vitara Service Manual (Printed Version)

99500S78J00-33E

2007 XL7 SERVICE MANUAL (PRINTED VERSION)

56

YES / NO

Service Operations Guide

Service Support Materials

DEALER SERVICE SUPPORT MATERIALS (continued) ITEM NUMBER

DESCRIPTION

99500S80J00-33E

2007 SX4 SERVICE MANUAL (PRINTED VERSION)

99500S85Z00-33E

2004 FORENZA SERVICE MANUAL (PRINTED VERSION)

99500-S85Z10-33E

2005 FORENZA/RENO SERVICE MANUAL (PRINTED VERSION)

99500S85Z20-33E

2006 FORENZA/RENO SERVICE MANUAL (PRINTED VERSION)

99500S85Z30-33E

2007 FORENZA/RENO SERVICE MANUAL (PRINTED VERSION)

99500-S86Z10-33E

2005 VERONA SERVICE MANUAL (PRINTED VERSION)

99500S86Z20-33E

2006 VERONA SERVICE MANUAL (PRINTED VERSION)

99501-65D01-33E

2001-2003 VITARA/GRAND VITARA UNIT REPAIR MANUAL (PRINTED VERSION)

99512-51G40-33E

1999/2000/2001 SWIFT WIRING DIAGRAM MANUAL (PRINTED VERSION)

99512-52D00-33E

2001 XL-7 WIRING DIAGRAM MANUAL (PRINTED VERSION)

99512-60G60-33E

1998/1999/2000/2001 ESTEEM WIRE DIAGRAM MANUAL (PRINTED VERSION)

99512-65D20-33E

1999/2000/2001 VITARA/GRAND VITARA WIRING DIAGRAM MANUAL (PRINTED VERSION)

YES / NO

57

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American Suzuki Motor Corporation 3251 E. Imperial Hwy Brea, CA 92821 Printed in the USA