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