QUALITY MANAGER TOUR

The Quality Manager portion of the Service Manager System contains two components. One component is a Microsoft Works database that is used for quality control, including generating individual reports for the purpose of showing a mechanic deficiencies found during an inspection of a job, and also including generating reports for the purpose of evaluating an individual’s or the whole staff’s overall quality performance. The other component is a collection of job checklists for both assemblies and common repairs that can be used for several purposes, including training mechanics, guiding mechanics through larger complex jobs so they perform them in a logical order without missing critical steps, or even showing customers what will be (or has been) done as part of a job to give the customers better understanding of the value they are receiving.

THE QUALITY MANAGER DATABASE
In the first part of the tour, you will be getting an overview of how the Quality Manager database is used. The first use (illustrated below) is a report that shows the deficiencies that were discovered during an inspection of a job. This report is used to record deficiencies into the database, and to print out a report for the purpose of providing an instruction to the mechanic.

By using the computer to generate these reports, you can achieve the real purpose of quality control, which is to identify error trends so you can take meaningful action to reduce the error rates. The Quality Manager database enables you to do this through the use of summary reports. These summary reports provide actual error counts, but most importantly they express errors as a ratio to the amount of work produced. By periodic tracking of error rates for individuals and your staff as a whole, you are able to focus your efforts to improve quality in the most effective and efficient manner. Below is an example of an summary report generated by the Quality Manager database.

THE ASSEMBLY AND REPAIR CHECKLISTS
Included with the Service Manager System are 17 Assembly Checklists and 16 Repair Checklists. These checklists are all word-processing files that you can open in Microsoft Works or Microsoft Word. They can be edited and formatted in any way you find to be useful, and printed from your computer or printed and photocopied for any use you desire. The checklists are included as part of the Quality Manager because one of their primary purposes is training and quality control, but they are useful as sales tools and as documentation, as well.

The assembly checklists cover five categories of bicycles, including: BMX/Freestyle, Internally-Geared Bike, MTB and Comfort, Road Racing, and Road Touring. Depending on the bicycle-type category, there are up to four levels of assembly in a category, from very basic to very advanced. The names of the assembly checklists included are:

• BMX/FREESTYLE BASIC ASSEMBLY
• BMX/FREESTYLE DELUXE ASSEMBLY
• BMX/FREESTYLE PREMIER ASSEMBLY
• INTERNALLY-GEARED BIKE BASIC ASSEMBLY
• INTERNALLY-GEARED BIKE DELUXE ASSEMBLY
• MTB/COMFORT BIKE BASIC ASSEMBLY
• MTB/COMFORT BIKE DELUXE ASSEMBLY
• MTB/COMFORT BIKE PREMIER ASSEMBLY
• MTB/COMFORT BIKE ADVANCED-TECH ASSEMBLY
• ROAD (racing) BIKE BASIC ASSEMBLY
• ROAD (racing) BIKE DELUXE ASSEMBLY
• ROAD (racing) BIKE PREMIER ASSEMBLY
• ROAD (racing) BIKE ADVANCED-TECH ASSEMBLY
• ROAD (touring) BIKE BASIC ASSEMBLY
• ROAD (touring) BIKE DELUXE ASSEMBLY
• ROAD (touring) BIKE PREMIER ASSEMBLY
• ROAD (touring) BIKE ADVANCE-TECH ASSEMBLY

The Quality Manager includes an essay that covers topics such as Using the Assembly Checklists, Categories of Assemblies, Choosing the Appropriate Level of Assembly, and Normal Assembly Times.

The repair checklists cover a variety of maintenance packages and common itemized repairs. They are intended as a training and quality control tool, but can easily be used as a sales tool or documentation tool. The repair checklists included are:

• BOTTOM-BRACKET OVERHAUL & ADJUSTMENT CHECKLIST
• BRAKE ADJUSTMENT CHECKLIST
• FRONT DERAILLEUR ADJUSTMENT & INSTALLATION CHECKLIST
• REAR DERAILLEUR ADJUSTMENT & INSTALLATION CHECKLIST
• HEADSET OVERHAUL & ADJUSTMENT CHECKLIST
• HUB OVERHAUL ADJUSTMENT CHECKLIST
• TIRE AND TUBE INSTALLATION CHECKLIST
• WHEEL TRUING CHECKLIST
• BRAKE SYSTEM TUNE-UP CHECKLIST
• DRIVE TRAIN OVERHAUL CHECKLIST
• LEVEL 1 TUNE-UP CHECKLIST
• LEVEL 1 TUNE-UP + DRIVE-TRAIN CLEAN CHECKLIST
• LEVEL 1 TUNE-UP + WHEEL TRUE CHECKLIST
• LEVEL 2 TUNE-UP CHECKLIST
• LEVEL 1 OVERHAUL CHECKLIST
• LEVEL 2 OVERHAUL CHECKLIST

Following is a two-page sample of one of the assembly checklists,
MTB/COMFORT BIKE DELUXE ASSEMBLY.

	MTB/COMFORT BIKE DELUXE ASSEMBLY General Inspection Frame checked for damage and scratches Fork checked for damage and scratches Parts inventoried for missing or incorrect parts Rims inspected for damage Frame and Fork Front and rear dropouts aligned parallel to each other, and center plane of bike, as materials allow Hubs cones set to point that 10° looser adjustment creates knock when wheel is secured All hub locknuts secured to 120in-lbs Rims trued laterally to .5mm tolerance or better Rims trued radially to .5mm tolerance or better Wheels pre-stressed and retrued until stable Freehub locking secured to 355in-lbs Wheel reflectors mounted opposite valve stems Spokes inspected for protrusion into inner tube space Rim strip inspected for proper fit and positioning Inner-tube valve stems secured Tires checked for proper seating, inflation, and valve caps installed Quick-release hub-axle protrusions checked to not be longer than the thickness of the dropouts Wheels checked for proper fit to frame and fork and dropout width adjusted as necessary, as materials allow Quick-release safety mechanisms correctly installed Quick-release cam pivots oiled Quick-release levers secured so that force is required through 90° of cam rotation, with lever ending up parallel to the bike’s central plane OR front axle nuts secured (180in-lbs) and rear axle nuts secured (240in-lbs) Drive-Train System Bottom-bracket fixed cup (or cartridge) secured to 300in-lbs Adjustable bottom bracket set to point that 10° looser adjustment creates knock, and lockring secured Crank-arm mounting surfaces cleaned and prepped Crank-arm bolts greased and secured to 390in-lbs Threaded crank-arm dustcaps lubricated and secured, OR one-key-release washers greased and threads treated with Loctite 242 Chainwheel bolts secured to 50in-lbs (except aluminum) Wobbling chainwheels aligned to less than .5mm wobble Pedal threads greased and pedals secured to 300in-lbs Drive train checked for chainline symptoms and corrected as necessary Chain checked for proper length, protruding rivets, and tight links Steering System Headset adjusted to point that 10° looser adjustment creates knock Threaded-headset locknut secured to 300in-lbs (Loctite 242 optional) Brake-lever rotational alignment set 30°-45° down from horizontal Brake-lever lateral position set so lever is adjacent to grip Brake-lever mounting bolts secured (cast clamp: 35in-lbs, strap clamp: 60in-lbs) Brake-lever security load-tested Grips installed as necessary Stem-binder bolt(s) greased at head and threads Handlebar-binder bolt(s) greased at heads and threads Stem rotation set so stem line is in line with front wheel center, or bar center is parallel with front axle Single stem-binder bolt secured to 120in-lbs, double bolts secured to 50in.lbs Stem security load-tested Handlebars aligned so grips are flat or angled down no more than 5° Handlebar-binder bolt(s) secured (8mm bolts: 180in-lbs, 7mm bolts: 155in-lbs, 6mm bolts 120in-lbs, side-by-side binder bolts: 60in-lbs each) Handlebar security load-tested Brake System Calipers removed and studs greased Caliper-mounting bolts prepared with Loctite 222 or 242 and secured to 25in-lbs Caliper lubricated at spring contacts, and cable-pinch-mechanism threads Brake-pad heights set so top edge of pads contact rim .5-1.0mm below tires Pads aligned so top and bottom edges of pads meet rim simultaneously, or as close to this condition as possible Brake pads set tangent (parallel) to rim Brake pads set with .5mm to 1.5mm toe to reduce squeal as necessary Braking surface of rim cleaned of all contaminants Brake-lever pivots, cable anchor pivots, and cable adjusters lubricated Adjustable brake-lever pivots adjusted for minimal free play Housing-loop length from right lever set so loop is just long enough to allow rotation of the handlebars to their limit in both directions Housing-loop length from left lever set to minimize any abrupt or compound bends

	MTB/COMFORT BIKE DELUXE ASSEMBLY Cable-housing loop length to rear stop or hanger set to minimize abrupt or compound bends All housing ends finished with flat tiling, burr removal, and end caps wherever caps improve fit and alignment  Cables lubricated wherever they pass through housing  Cable system stress tested by pulling brake lever with maximum normal effort a minimum of ten times  Cable adjusted to set pad clearance to 1mm-2mm per side, but loose enough that cable releases effortlessly Lever throw checked to be equal at right and left lever when pads reach rim, and not less than 25mm clearance to grip Cable-adjusting barrels left no more than 4 turns out Primary cable-pinch mechanism secured to 50in-lbs Straddle-wire cable-pinch mechanism secured to 35in-lbs Cable system stress tested by pulling brake lever with maximum normal effort a minimum of ten times (second test) Caliper centering adjusted so that clearance difference per side is no more than .5mm Both brakes slow-pull tested to check sensitivity Wire end finished with soldering and cap Shift Systems Rear derailleur mounted securely to 70in-lbs Front-derailleur height set so that bottom edge of outer cage plate clears top of large chainring teeth or chainwheel guard (whichever is closer) by 2mm (±1mm) Front-derailleur rotational alignment set so that outer cage plate is parallel to the chain when the chain is in its outermost position front and rear Front-derailleur mounting bolt secured to 50in-lbs Shift levers inspected for proper installation, alignment, and security Cables lubricated if environment is appropriate Cables pre-stressed and slack removed Cable-pinch mechanisms secured to 35in-lbs Rear-derailleur “B” adjustment, or angle adjustment screws or stops set to position upper pulley wheel as close to rear cogs as is acceptable Rear-derailleur limit screws set so that if they are tightened 1/2 turn each, undershifts will occur  Rear derailleur checked for overshift at all gear combinations Rear-derailleur cable set for tightest setting that allows good index performance, performance checked in all normal gear-shift combinations Front derailleur limit screws set for minimum clearance of the derailleur cage to the chain in high and low gear (1-1.5mm outside, 1-4mm inside) Front derailleur checked for overshift at all gear combinations Front-derailleur cables set for tightest setting that allows good index performance Seat and Post Seat post checked for smooth installation, seat tube reamed or honed as necessary Seat-post binder-bolt threads greased Seat-clamp-bolt threads greased Seat tube greased inside Seat post greased where inserted Seat post installed past Max. Ht./Min. Insert mark Seat angle set as level as possible with nose never lower than tail Seat fore/aft set at mid way Seat nose centered over top tube Seat clamp secured (non-integral clamp 130in-lbs, single-bolt-integral clamp 120in-lbs, double-bolt-integral clamp 85in-lbs) Seat-post binder bolt secured  Seat-post security load-tested Seat-clamp security load-tested Reflectors and Accessories Front and rear reflectors installed Pedal reflectors installed Accessories installed and secured Test Ride and Post-Test Ride Inspection Brakes checked for stopping power and squeal Bicycle checked for tracking problems  Derailleurs checked for performance and overshift Chain and rear cogs checked for skipping under load Bicycle checked for unusual noises Stem load-tested for rotational security Handlebars load-tested for rotation in stem Seat and post load-tested for security Wheel security rechecked Wheels visually inspected for true Brake centering checked Hubs, bottom bracket, and headset checked for looseness Crank-arm bolts re-torqued Excess grease removed from bearing areas Frame and components wiped clean and/or polished Shop sticker attached, serial number checked; paperwork done, filed, and attached; production logged BIKE DESCRIPTION___________________ TAG#__________ SER. #___________ MECHANIC’S SIGNATURE_____________________ DATE _________________

For your next segment of the guided tour, go to Tool Manager Tour. Or, to go anywhere else you choose, use one of the links below.