We have covered the first two C’s in the service repair order documentation process. We now dive into the third C. The third C is correction. This is the technician’s recording of what you did to correct the customer’s concern. It is the description of what you did to fix the car and how you did the repair.
The bulk of the technician documentation is generally in the second C stage – documenting the cause of the concern. In the second C documentation you have described how you isolated the source of the trouble and what is the problem.
This third C step is going to include what was removed to gain access to the area in need of repair, what was repaired (or replaced), what additional items were replaced, and any steps you have taken to adapt, configure or calibrate the vehicle. Documenting your final quality control steps including the test drive is important. Be sure to record the finished mileage.
Speaking of road tests, it is the best practice to include a description of your test drive route and conditions. This is a part of the story that helps us be transparent in what was done with the customer’s vehicle.
When you are writing the record of what you did to repair the vehicle, be sure to include details such as what torque you used on the bolts. By including such detail, you establish the thoroughness of your work and it serves as a reminder to yourself that you did complete all the steps of the repair process.
This third C is not just for repairs. It is also for maintenance. A complete record of what you did during a vehicle maintenance service is necessary. Documentation that reads, “Completed service”, is worthless and frankly embarrassing. Document what parts were replaced during the maintenance. Document what adjustments were made. Document what items were cleaned and lubricated. Document what items were inspected and the results of your inspection.
A check-sheet can be used to aid in the documentation. It needs to clearly identify the vehicle either by VIN, RO number, customer name, or all three of these items. If a check-sheet is used, each item needs to be checked as completed and your notations made on the check-sheet recording your findings. A series of check marks is not sufficient.
Lastly, a check-sheet needs to be signed and dated. Be proud of the work you perform. Sign you name to it that you have done a quality job.
The repair order is the only permanent record of what occurred. People become no longer available as time passes. Even if they are available, memory fades. Nobody remembers all the details of every car on which they work. The repair order may be used by people inside and outside your own business for a variety of reasons. Be sure your documentation is clear, accurate and thorough!