CONTACTS 
0201 - S & C Ford                                                                                                                                                     O-00000569 0209
020101 - Mr. Ryan Pickering; Customer Service Manager
020102 - Service Department                                                                                                                                               O-00000569 0209
0202 - S & C Ford                                                                                                                                                     O-00000569 0208
020201 - Mr. Steve Wainwright; Customer Service Manager
020202 - Service Department                                                                                                                                               O-00000569 0208

SUBJECTS
Millie's Mercury Sable, 940423
Change Oil, Fix Mirror, Preventive Maintenance
Next Service Sticker
Safety Checks
Quality Care

0807 -
0807 -    ..
0808 - Summary/Objective
0809 -
080901 - Follow up ref SDS 32 0001, ref SDS 31 0001.
080902 -
080903 - Ordered maintenance service, and reminded to rotate tires, balance
080904 - wheels, inspect the brakes.  Requested repair of review mirror; S&C
080905 - was unable to perform this work. ref SDS 0 2401  S&C offered a form
080906 - showing a range of services that cost approximately $120, and another
080907 - scope for $100.  Instead, ordered Quality Care used previously for
080908 - preventive maintenance. ref SDS 0 4752  S&C failed to provide a new
080909 - sticker showing when the next service is needed. ref SDS 0 6497  S&C
080910 - invoice shows charge for rotating tires, contrary to terms of sale by
080911 - S&C. ref SDS 0 2025  There is no report of inspecting brakes in the
080912 - invoice, which led S&C's service advisor, Antone, to conclude that
080913 - another mistake was made; but, the Quality Control report shows the
080914 - brakes were inspected, ref SDS 0 3483, which brings into question the
080915 - effectiveness of S&C reporting.  The Quality Control report shows no
080916 - oil/fluid leaks were observed today, which indicates repairs by S&C on
080917 - 000414 corrected prior finding by S&C on 000324 of leaks. ref SDS 0
080918 - 8111
080919 -
080920 -    [On 000705 submitted letter to S&C claiming credits of $900, and
080921 -    showing high cost of communication mistakes. ref SDS 33 0001
080923 -     ..
080924 -    [On 000720 S&C ignored this claim. ref SDS 34 9393
080925 -
080927 -  ..
0810 -
0811 -
0812 - Discussion
081301 -  ..
081302 - Prepared Work Order and Set Scope of Services
081303 -
081304 - Follow up ref SDS 29 0918.
081305 -
081306 - Talked to Ryan Pickering for preventive maintenance service following
081307 - up S&C's work on 000324. ref SDS 29 0918  We recalled there was
081308 - supplemental service on 000414 to fix overheating problem. ref SDS 31
081309 - 0784
081311 -  ..
081312 - Received work order 338040
081313 -
081314 -             Change oil and filter, ref SDS 0 2401
081315 -
081316 -             Perform multi-point inspection, ref SDS 0 2400
081317 -
081318 -             Install review mirror, ref SDS 0 1260,
081320 -  ..
081321 - Ryan showed a form S&C is using, and explained that customers request
081322 - these services to ensure adequate preventive maintenance.  He advised
081323 - that cost is approximately $120.
081325 -  ..
081326 - I asked to see the form.
081328 -  ..
081329 - Ryan said he is in a hurry because a lot of other customers are
081330 - waiting in line.  He asked if I would approve this service?
081332 -  ..
081333 - Review seemed to show some of the tasks that are listed on the Quality
081334 - Care service.
081336 -  ..
081337 - I advsied that Quality Care service would be acceptable.
081339 -  ..
081340 - Ryan showed another form with a different scope of service which he
081341 - seemed to indicate cost about $100.
081343 -  ..
081344 - Examination indicated it also had some of the tasks listed on the
081345 - Quality Care form.
081347 -  ..
081348 - I asked again about the Quality Care scope?
081350 -  ..
081351 - Ryan said he is new with S&C and so is not familiar with the Quality
081352 - Care program S&C has been following.
081354 -  ..
081355 - I explained S&C's policy related by Barbar Stone on 990507.
081356 - ref SDS 5 6722  Since then, with each service we get a report showing
081357 - S&C has examined a range of critical preventive maintenance issues,
081358 - and advises when immediate attention is needed to fix a problem,
081359 - and/or when plans should be made for the next service to correct an
081360 - emerging problem.
081362 -  ..
081363 - Ryan said that Barbara Stone has retired.
081365 -  ..
081366 - I explained that Quality Care is an S&C policy.  It is shown through
081367 - out S&C shop on customer notice posters.  I suggested checking with
081368 - Larry Smith the service manager.
081370 -  ..
081371 - Ryan said Larry has retired.  He feels S&C is no longer offering
081372 - Quality Care.
081374 -  ..
081375 - Ryan was standing next to Steve Wainwright, who was helping a customer
081376 - at an adjacent work station.  Steve had helped with the order on
081377 - 000413 when emergency service was needed to solve a temperature
081378 - problem. ref SDS 30 0891
081380 -  ..
081381 - Ryan asked Steve about S&C's Quality Care service.
081383 -  ..
081384 - Steve indicated that there is an S&C service form which Ryan has not
081385 - yet seen that is used for Quality Care.
081387 -  ..
081388 - Steve went to a cubicle behind the customer counter, and in a few
081389 - mintues came out with a Quality Care form.
081391 -  ..
081392 - I agreed that the scope of services shown in the Quality Care form is
081393 - acceptable.
081395 -  ..
081396 - Ryan asked me to sign the work order.
081398 -  ..
081399 - I added the following work scope as a reminder of common tasks that
081400 - have have been overlooked in the past, then signed the order.
081401 -             ..
081402 -             Rotate and Balance Tires
081403 -
081404 -                Rotate included with price of purchasing tires from S&C
081405 -                per terms and conditions of sale shown in warranty
081406 -                received from S&C on 991006. ref SDS 24 4077
081407 -
081408 -                Below, S&C charged for this work, and also failed to
081409 -                balance the wheels. ref SDS 0 2025
081411 -              ..
081412 -             Tire tread report
081414 -              ..
081415 -             Brake Inspection
081417 -              ..
081418 -             Top off fluids
081420 -              ..
081421 -             Check belts and hoses
081423 -              ..
081424 -             Next repair sticker
081425 -
081426 -                Ryan prepared this while I was looking at the work
081427 -                order, so I assumed this task was done.
081428 -
081429 -                The next day, while Millie and I were driving
081430 -                somewhere, she asked when the next service is
081431 -                scheduled?
081433 -                 ..
081434 -                I suggested she examine the sticker in the upper left
081435 -                corner of the windshield.
081437 -                 ..
081438 -                Millie said it shows about 85K miles.
081440 -                 ..
081441 -                I recalled that we took the car in when it was about
081442 -                85K miles.
081444 -                 ..
081445 -                Further examination seems to show that S&C did not
081446 -                replace the prior sticker with the new one Ryan
081447 -                prepared while we talked this morning.
081449 -                 ..
081450 -                We need the next service sticker from S&C.
081451 -
081452 -                  [On 000705 sent a letter to S&C requesting correction
081453 -                  of the record. ref SDS 33 3055
081454 -
081455 -                  [On 000720 received corrected sticker. ref SDS 34
081456 -                  4410
081457 -
081458 -
081459 -
081460 -
081461 -
081462 -
0815 -

SUBJECTS
Oil and Filter, Change

0903 -
090401 -  ..
090402 - Oil and Filter Changed - Question on Filter Change Action Taken
090403 -
090404 - Follow up ref SDS 29 2401, ref SDS 27 2401.
090405 -
090406 - Work order says...
090407 -
090408 -    CPQ Change engine oil & filter
090410 -  ..
090411 - Invoice says... ref DRT 1 1548
090413 -  ..
090414 - A  CHANGE OIL & FILTER
090415 -
090416 -    1P  CHANGE  OIL & FILTER
090417 -             365 CPQ                                     15.25   15.25
090418 -      1 E4FZ*6731*AB FILTER - OIL ASSEMBLY         6.31   5.87    5.87
090419 -      5 X0*5W30*QSP MOTOR OIL 5W30 1 QT SUPER PREM 2.18   2.15   10.75
090420 -    WO hazardous waste oil removal
090421 -             365 CHW                                      2.48    2.48
090422 - 84716 365 CHANGED THE OIL AND FILTER
090424 -  ..
090425 - This appears to align with the work order, and shows oil change took 5
090426 - quarts.  Filter was changed.
090427 -
090428 -
090429 -
090430 -
0905 -

SUBJECTS
Seasonal Inspection, Safety Check
Horn, Lights, Lamps, Exterior
Turn Signals, Hazard Lights
Hoses
Rear View Mirror, Center
Lights

1808 -
180901 -  ..
180902 - Multi-Point Inspection
180903 - Rear View Mirror Not Installed
180904 - Safety Checks - Horn, Lamps, Turn Signals, Warning Lights
180905 -
180906 - Follow up ref SDS 29 2400, ref SDS 27 2400.
180907 -
180908 - Work order says...
180909 -
180910 -    Perform multi-point inspection
180912 -  ..
180913 - Invoice says... ref DRT 1 1549
180915 -  ..
180916 - B  PERFORM MULTI-POINT INSPECTION
180917 -      99P PERFORM MULTI-POINT INSPECTION
180918 -             365 CPQ                                      0.00    0.00
180919 - 84716 365 PERFORM THE MPI INSPECTION FOR THE VEHICL, CK ALL
180920 - LIGHT WIPERS HORN. LUBED ALL DOOR LOCKS, CK ALL FLUID AND
180921 - ADDED IN LEVEL OK, CK THE BELT HOSES OK, RECOM CK THE LT/REAR
180922 - BRAKE LIGHT IS OUT
180924 -  ..
180925 - This appears to align with the work order.
180927 -     ..
180928 -    The scope of multi-point inspection work is unclear.
180930 -     ..
180931 -    What parts were inspected?
180932 -
180933 -        [On 000705 requested comment by S&C. ref SDS 33 3055
180935 -         ..
180936 -        [On 000720 S&C fails to respond. ref SDS 34 5180
180938 -         ..
180939 -        [On 031212 Lithia Ford discloses preventive maintenance scope.
180940 -        for multi-point inspection. ref SDS 36 Q16G
180942 -     ..
180943 -    Scope on this service included lubricating locks and doors shown
180944 -    below, ref SDS 0 0852, was charged as an additional expense for the
180945 -    service on 000324. ref SDS 29 0852
180946 -
180948 -  ..
180949 - Invoice says... ref DRT 1 3319
180950 - ..
180951 - C  INSTALL REVIEW MIRROR
180952 -      DEN5 DIAG ENGINE -SEE ASM
180953 -             365 CPQ                                      0.00    0.00
180954 -
180955 -    There is no report of having performed any work.
180956 -
180957 -    There is no report that the mirror is not installed nor that work
180958 -    is pending which renders the vehicle unsafe to drive.
180960 -  ..
180961 - When I called to pick up the car, the customer representative advised
180962 - that S&C did not have glue to complete this work.  She said the glue
180963 - is back ordered and expected to be received tomorrow.  She said we can
180964 - pick up the car today and schedule follow up service to complete the
180965 - work order.
180967 -  ..
180968 - Quality Care report says operation of horn, exterior lamps, turn
180969 - signals, and hazard warning lights were checked and okay. ref DRT 1
180970 - 1220
180971 -
180972 -    There is no report that the mirror is not installed nor that work
180973 -    is pending which renders the vehicle unsafe to drive.
180975 -  ..
180976 - This evening, Millie drove to the store and purchased a rear view
180977 - mirror glue kit that cost $3.
180979 -  ..
180980 - We followed the instructions and completed the work.
180982 -  ..
180983 - Seem to have mounted the bracket about an .5" too high, which causes
180984 - slight interference with sunvisor on passenger side.  This prevents
180985 - the sunvisor from fully holding a sun protection screen in place, when
180986 - the vehicle is parked in the sun.
180987 - ..
180988 - Why wasn't the left rear brake light fixed, listed in the
180989 - Multi-Point inspection as being "out"? ref DRT 1 1549  This problem is
180990 - also noted in the Quality Care report. ref DRT 1 0225
180992 -  ..
180993 - Normally customers are notified when safety or other important
180994 - service is needed.
180995 -
180996 -     [On 000705 requested comment by S&C. ref SDS 33 4672
180997 -
180998 -     [On 001106 no record brake light fixed. ref SDS 35 UQ4H
180999 -
181000 -
181001 -
181002 -
181003 -
1811 -

SUBJECTS
Lubricate Door Latches, Locks, Weatherstrip

1903 -
190401 -  ..
190402 - Lubricate Door Latches, Locks, Weatherstrip
190403 -
190404 - Follow up ref SDS 29 0852.
190405 -
190406 - The report today shows this work was performed as part of Multi-Point
190407 - Inspection above. ref SDS 0 2400
190409 -  ..
190410 - Conflicts with report on 000324 showing an additional charge of $10.
190411 - ref SDS 29 0852
190412 -
190413 -    [On 001106 MPI does not show this scope. ref SDS 35 0852
190414 -
190415 -
190416 -
190417 -
190418 -
1905 -

SUBJECTS
Seasonal Inspection, Safety Check
Transmission Fluid, Brake Fluid
Power Steering Fluid, Coolant Recovery Reservoir Fluid

2405 -
240601 -  ..
240602 - Check and Fill Fluids
240603 -
240604 - Follow up ref SDS 29 2437, ref SDS 27 2400.
240605 -
240606 - Invoice says this work was performed as part of Multi-Point
240607 - inspection, per above. ref SDS 0 2400  However, this scope is not set
240608 - out in the invoice for the work on 000324. ref SDS 29 2437
240610 -  ..
240611 - Quality Care lists following...
240612 -
240613 -               Transmission Fluid
240614 -               Brake Fluid
240615 -               Power Steering Fluid
240616 -               Coolant Recovery Reservoir
240617 -               Window Wash Fluid
240618 -
240619 - ...under Check and Fill. ref DRT 1 4934
240620 -
240621 -
240622 -
2407 -

SUBJECTS
Window wash system
Window Wash Fluid

2604 -
260501 -  ..
260502 - Window Wash System Okay, Fluid Topped Off
260503 -
260504 - Follow up ref SDS 29 8584, ref SDS 27 8584.
260505 -
260506 - Invoice says all fluids checked and filled under Multi-Point
260507 - Inspection. ref SDS 0 2400
260509 -  ..
260510 - Quality Care report says window washer spray and wiper operation
260511 - checked and okay. ref DRT 1 1239
260512 -
260513 -
260514 -
2606 -

SUBJECTS
Exhaust System

2703 -
270401 -  ..
270402 - Exhaust System Okay
270403 -
270404 - Follow up ref SDS 29 8854, ref SDS 27 8854.
270405 -
270406 - Quality Care report says exhaust system was inspected and found to be
270407 - okay. ref DRT 1 1221
270408 -
270409 -
270410 -
270411 -
2705 -

SUBJECTS
Drive Shaft
Transmission U joints
Transmission Shaft Linkage

3105 -
310601 -  ..
310602 - Drive Shaft, Transmission U-joints, Linkage - Okay
310603 -
310604 - Follow up ref SDS 29 9126, ref SDS 27 9126.
310605 -
310606 - Quality Care report says following were inspected, lubricated and
310607 - found to be okay, ref DRT 1 1500...
310608 -
310609 -                    Drive shaft
310610 -                    Transmission u joints
310611 -                    Transmission shaft linkage (if equipped)
310612 -
310613 -
310614 -
310615 -
3107 -

SUBJECTS
Steering System, Linkage

3203 -
320401 -  ..
320402 - Steering and Steering Linkages Okay
320403 -
320404 - Follow up ref SDS 29 9400, ref SDS 27 9400.
320405 -
320406 - Quality Care report says steering and steering linkages inspected and
320407 - lubricated, and found to be okay. ref DRT 1 7000
320408 -
320409 -
320410 -
3205 -

SUBJECTS
Suspension System

3303 -
330401 -  ..
330402 - Suspension - Okay
330403 -
330404 - Follow up ref SDS 29 9676, ref SDS 27 9676.
330405 -
330406 - Quality Care report says suspension inspected and lubricated, and
330407 - found to be okay. ref DRT 1 5568
330408 -
330409 -
330410 -
330411 -
3305 -

SUBJECTS
Radiator, Heater, Air Conditioner
Hoses

3704 -
370501 -  ..
370502 - Radiator, Heater Air Conditioner Hoses - Okay
370503 -
370504 - Follow up ref SDS 29 9954, ref SDS 27 9954.
370505 -
370506 - Quality Care report says inspect radiator, heater, air conditioning
370507 - hoses for leaks or damage. and found to be okay. ref DRT 1 1650
370509 -  ..
370510 - This aligns with work done on 000414 to repair radiator hoses.
370511 - ref SDS 31 0784
370512 -
370513 -    The fact that this service reports no sign of leaking oil/fluids,
370514 -    per below, ref SDS 0 8111, indicates that discovery of leaking
370515 -    oil/fluid on 000324 that required "immediate attention,"
370516 -    ref SDS 29 8111, turned out to be the radiator engine cooling
370517 -    system since the service on 000414 fixed the problem. ref SDS 32
370518 -    0784
370519 -
370520 -       [On 000705 analysis showed work on 000324 was performed
370521 -       incorrectly, which caused rework and extra charges on 000414.
370522 -       ref SDS 33 5280
370523 -
370524 -
370525 -
370526 -
370527 -
3706 -

SUBJECTS
Engine Cooling System, Hoses, Clamps

3803 -
380401 -  ..
380402 - Engine Cooling System, Hoses, Clamps, Conflict in Inspection Reports
380403 -
380404 - Follow up ref SDS 31 0784, ref SDS 29 6661.
380405 - ..
380406 - Quality Care report has a heading for inspection every 15K miles
380407 - that says...
380408 -
380409 -    Inspect engine cooling system, hoses, clamps. ref DRT 1 0140
380410 -
380411 -    There is no indication of inspection, evidently because it falls
380412 -    within the 15K inspection cycle, since the system was serviced on
380413 -    000414, ref SDS 31 0784, to fix report on 000324 that leaking
380414 -    oil/fluid was discovered that required immediate attention.
380415 -    ref SDS 29 8111
380416 -
380417 -       [On 001106 this was inspected. ref SDS 35 6661
380419 -     ..
380420 -    The fact that this service reports no sign of leaking oil/fluids,
380421 -    per below, ref SDS 0 8111, indicates that discovery of leaking
380422 -    oil/fluid on 000324 that required "immediate attention,"
380423 -    ref SDS 29 8111, turned out to be the radiator engine cooling
380424 -    system since the service on 000414 fixed the problem. ref SDS 32
380425 -    0784
380426 -
380427 -
380428 -
3805 -

SUBJECTS
Evaporative Fuel System Hoses and Tubes

3903 -
390401 -  ..
390402 - Evaporative Fuel System, Hoses and Tubes
390403 -
390404 - Follow up ref SDS 29 6911.
390405 -
390406 - Quality Care report has a heading for inspection every 30K miles that
390407 - says...
390408 -
390409 -    Inspect evaporative fuel system, hoses and tubes only at 60K and
390410 -    120K miles. ref DRT 1 0155
390412 -     ..
390413 -    There is no indication of inspection, evidently because it falls
390414 -    within the 60K inspection cycle.
390415 -
390416 -
390417 -
3905 -

SUBJECTS
Battery

4003 -
400401 -  ..
400402 - Battery and Clean Terminals
400403 -
400404 - Follow up ref SDS 29 2221.
400405 -
400406 - Quality Care report has a heading for inspection every 30K miles that
400407 - says...
400408 -
400409 -    Visually inspect battery and clean terminals (if required) every
400410 -    30K miles. ref DRT 1 0160
400412 -     ..
400413 -    There is no indication of inspection.
400414 -
400416 -  ..
400417 - Quality Care Report says under heading for Non-mileage related
400418 - checks...
400419 -
400420 -    Check battery performance.
400421 -
400422 -    Checked and found okay. ref DRT 1 2754
400423 -
400424 -
400425 -
400426 -
400427 -
4005 -

SUBJECTS
Serpentine Belt

4103 -
410401 -  ..
410402 - Drive Belt
410403 - Serpentine, Neoprene Accessory Drive Belt
410404 -
410405 - Follow up ref SDS 29 1611, ref SDS 27 6671.
410406 -
410407 - This item was replaced at the service on 990507, ref SDS 5 6671, when
410408 - mileage was 76,368. ref DRP 13 7446
410410 -  ..
410411 - The Quality Care report says this was not checked because it only
410412 - requires service every 105,000 miles. ref DRT 1 4958
410413 -
410414 -
410415 -
410416 -
410417 -
4105 -

SUBJECTS
Suspension System, Shocks, Struts

4203 -
420401 -  ..
420402 - Shocks, Struts Inspection
420403 -
420404 - Follow up ref SDS 29 3171.
420405 -
420406 - Quality Care Report says under heading for Non-mileage related
420407 - checks...
420408 -
420409 -    Inspect shocks, struts for excessive bounce, leaks and damage.
420411 -     ..
420412 -    Checked and found okay. ref DRT 1 0165
420413 -
420414 -
420415 -
4205 -

SUBJECTS
Windshield, Front Window

4303 -
430401 -  ..
430402 - Windows, Front Windshield
430403 -
430404 - Follow up ref SDS 29 8271.
430405 -
430406 - Quality Care Report says under heading for Non-mileage related
430407 - checks...
430408 -
430409 -    Inspect windshield for cracks, chips and pitting.
430411 -     ..
430412 -    Checked and found okay. ref DRT 1 4140
430413 -
430414 -
430415 -
430416 -
4305 -

SUBJECTS
Leaks Oil, Fuel, Hoses
Hoses and Tubes, Evaporative Fuel System
Hoses, Clamps for Engine Cooling System

4705 -
470601 -  ..
470602 - Oil/Fluid Inspect for Leaks
470603 - Leaks, Inspect for Oil/Fluid
470604 -
470605 - Follow up ref SDS 29 8111.
470606 -
470607 - Quality Care Report says under heading for Non-mileage related
470608 - checks...
470609 -
470610 -    Visually inspect for oil/fuel leaks
470612 -     ..
470613 -    This shows a visual inspection was performed and no evidence of
470614 -    oil/fluid leaks were found. ref DRT 1 0170
470616 -     ..
470617 -    Since the report on 000324 reported leaks were discovered that
470618 -    required immediate attention, ref SDS 29 8111, and since the only
470619 -    work that was subsequently performed was to repair leaks in the
470620 -    radiator cooling system for the engine on 000414, ref SDS 31 0784,
470621 -    this indicates that the report on 000324 was for leaks in the
470622 -    radiator system to keep the engine cool.
470624 -  ..
470625 - The report today, indicates S&C knew on 000324 that the car required
470626 - service which, if performed, could have avoided problems that required
470627 - follow up service and car rental on 000413, ref SDS 30 0001, and
470628 - completed the next day on 000414. ref SDS 31 0784
470630 -  ..
470631 - Another concern is raised by continual conflicts between S&C's invoice
470632 - system which seems to identify the main body of work performed, and
470633 - S&C's Quality Care report.  On 000324 the invoice says S&C inspected
470634 - the engine cooling system; yet, the Quality Care report the same day
470635 - shows S&C did not inspect the engine cooling system and hoses,
470636 - ref SDS 29 6661  On the other hand, the invoice does not show that S&C
470637 - topped off fluids; yet, the Quality Care report says fluids, were
470638 - topped off. ref SDS 29 2437
470639 -
470640 -     [On 000705 submitted claim. ref SDS 33 5280
470642 -      ..
470643 -     [On 000720 S&C ignored this claim. ref SDS 34 9393
470644 -
470645 -
470646 -
470647 -
4707 -

SUBJECTS
Tire Tread Inspection
Rotate, Tread Inspect, Rotate 990507
Warranty Firestone Tires Installed, 990507
Memory
History Prior Work Useful Sometimes
Engineering Management
Memory Improved by SDS
Meaning Build and Maintain Shared, Over Time
Mistakes Auto Repair Reduced by Com Metrics
Organizational Memory Knowledge Repository History Experience Diary C
Good Management Defined Intelligence Memory Organization Analysis Ali

6413 -
641401 -  ..
641402 - Tire Tread Inspection; Tires Rotated
641403 - Remembering Difficult for Service Advisor After 13 Months
641404 -
641405 - Follow up ref SDS 29 2025, ref SDS 27 2025.
641406 -
641407 - Work Order says...
641408 -
641409 -    Rotate Tires, Balance, ref SDS 0 3780, and noting that warranty for
641410 -    tires purchased from S&C on 990507 calls for vendor to rotate tires
641411 -    for no charge during regular preventive maintenance service, like
641412 -    today, ref OF 1 3077, as shown in the record on 991006. ref SDS 24
641413 -    4077
641415 -  ..
641416 - Invoice says... ref DRT 1 0448
641418 -  ..
641419 - D  ROTATE TIRES
641420 -      R1 ROTATE TIRES
641421 -             365 CPQ                                     12.95   12.95
641422 - 84716 365 ROTATED ALL TIRES.
641423 -
641424 -     This aligns in part with the work order calling out to rotate
641425 -     tires; the $13 charge conflicts with the warranty agreement for
641426 -     rotating tires to be included with the purchase price of the
641427 -     tires, reported to S&C this morning, per above. ref SDS 0 3780
641428 -     ..
641429 -     S&C's invoice does not show that the wheels were balanced,
641430 -     which further conflicts with the work order calling out to balance
641431 -     the tires. ref SDS 0 3780
641433 -      ..
641434 -     When the car was received from S&C in the PM following service,
641435 -     S&C's Service Advisor, Antone, reviewed the record of work based
641436 -     on S&C's invoice #338040.
641438 -      ..
641439 -     Antone consulted with Ryan Pickering, who was working with another
641440 -     customer 10 feet or so away at another work station behind the
641441 -     customer counter.  Following this discussion, Antone reported that
641442 -     S&C erred in failing to balance the wheels and inspect the brakes,
641443 -     called out in the work order.  He recommended doing this work
641444 -     during the next service in three (3) months.
641445 -
641446 -         [On 001106 requested service to balance wheels. ref SDS 35
641447 -         4H6K
641449 -      ..
641450 -     Antone advised that S&C always charges for rotating tires, and as
641451 -     a result he concludes the charge shown in the invoice is correct.
641453 -      ..
641454 -     We reviewed the record on 991006 (which was printed and brought to
641455 -     the meeting this afternoon) cited in the work order showing that
641456 -     rotating tires is included with the price of the tires purchased
641457 -     from S&C, per above. ref SDS 0 3780  Antone maintained that S&C's
641458 -     history of charging customers for this work establishes a company
641459 -     policy that eliminates a duty to perform requirements under the
641460 -     original purchase from S&C.
641462 -      ..
641463 -     Antone's recollection conflicts with S&C's invoice #325875 for the
641464 -     work showing no charge for rotating tires, ref DRP 14 7493, as
641465 -     reported on 991119.
641467 -      ..
641468 -     Antone asked Jasvir, who was listening to our discussion while
641469 -     working on another matter at an adjacent work station, about
641470 -     S&C's obligation to rotate tires under terms of sale.
641472 -      ..
641473 -     Jasvir confirmed Antone's recollection that S&C's policy is to
641474 -     charge for rotating tires.  He said S&C always charges for this
641475 -     work regardless of its agreements with customers.  Jasvir did not
641476 -     remember reviewing the warranty on 991109 and arranging for S&C to
641477 -     rotate tires at no charge. ref SDS 27 0143
641478 -
641479 -         This aligns with experience in medical practice where doctors
641480 -         cannot remember critical information due to limited time and a
641481 -         large patient load, causing a high cost of medical mistakes,
641482 -         because communication is the biggest risk in enterprise,
641483 -         reported on 940924. ref SDS 23 5576
641485 -      ..
641486 -     Since the tires were rotated today, this helps fill the gap in the
641487 -     record from work on 000324 that indicates S&C failed to rotate
641488 -     tires, ref SDS 29 0667
641490 -      ..
641491 -     Additionally, the Quality Care report (below) shows no improper
641492 -     wear has occurred, indicates that failure to rotate the tires, if
641493 -     that actaully occurred during the prior two service trips, has not
641494 -     caused evident harm.
641495 -
641496 - ..
641497 - Quality Care Report says under heading for Brakes and Tires...
641498 -
641499 -     LF, RF, LF, RF, all have 7 32nds of tread, and there is no harmful
641500 -     or improper wear pattern reported.
641501 -
641502 -     Tire pressure is set to 32 psi for all tires. ref DRT 1 7493
641503 -
641504 -                                                       Mileage
641505 - Date       LF    RF    LR    RR                     Total Actual
641507 -  ..
641508 - 000630   7/32  7/32  7/32  7/32 Rot ref DRT 1 7493  84716   1957  1
641509 - 000324   8/32  8/32  8/32  8/32     ref DRP 1 7493  82759   2442  1
641510 - 991119   9/32  9/32  9/32  9/32 Rot ref DRP 14 7493 80317   3949  3
641511 - 990507  12/32 12/32 12/32 12/32 New ref DRP 13 7493 76368      0  0
641512 - 990507   0/32  0/32  5/32  6/32 Rpl ref DRP 13 7493 76360   4231 4 1
641513 - 981103   4/32  4/32  5/32  5/32     ref DRP 12 0120 72137   2706 2 1
641514 - 980619   6/32  6/32  6/32  6/32     ref DRP 10 7493 69431   2927  0
641515 - 980127   6/32  6/32  6/32  6/32     ref DRP 9 8556  66504   2620 2 0
641516 - 971029   8/32  8/32  6/32  6/32     ref DRP 8 9433  63884   4215 0 2
641517 - 970624   8/32  8/32  8/32  8/32     ref DRP 6 3681  59669   2320  0
641518 - 970507   8/32  8/32  8/32  8/32     ref DRP 4 9641  57349
641519 - 970121   9/32  9/32  7/32  7/32     ref SDS 2 3333
641520 -
641521 -
641522 -
641523 -
641524 -
641525 -
6416 -

SUBJECTS
Brake Inspection, 000630

6503 -
650401 -  ..
650402 - Brake Inspection
650403 -
650404 - Follow up ref SDS 29 3483, ref SDS 27 3483.
650405 -
650406 - Work Order says...
650407 -
650408 -    Brake inspection. ref SDS 0 6296
650410 -  ..
650411 - Invoice says nothing about a brake inspection.
650412 -
650413 -    When I visited with Antone about rotating tires and balancing the
650414 -    tires, I asked why there is nothing reported about inspecting the
650415 -    brakes.
650416 -
650417 -    Antone said S&C made a mistake in failing to inspect the brakes
650418 -    according to work order requirements.  He advised the brakes can be
650419 -    inspected during the next service, when the wheels are balanced.
650421 -     ..
650422 -    After the attendant brought the car forward into the customer
650423 -    area, in opening the door to leave S&C, a Quality Care report was
650424 -    found in front seat passenger side.
650426 -  ..
650427 - Quality Care report has a heading for inspection every 15K miles that
650428 - says...
650429 -
650430 -      Inspect brake system, including lines, hoses and parking brake.
650431 -      ref DRT 1 7654
650433 -  ..
650434 - Quality Care report says brake inspection required this visit.
650435 - ref DRT 1 0180
650436 -                                                       Mileage
650437 -        Front Brakes     Rear Brakes                 Total Actual
650438 -
650439 -   000630       5 MM        5 MM     ref DRT 1 0180  84716  1957  3 5
650440 -   000324 (Not Inspected this visit) ref DRP 1 0180  82759  2442
650441 -   991119   8 & 8/32  10 & 10/32     ref DRP 14 7493 80317  3949  1
650442 -   990507   8 & 9/32    3 & 2/32 Svc ref DRP 13 7493 76368  6937
650443 -   980619      10/32        4/32     ref DRP 10 7493 69431  2927
650444 -   980127      10/32        5/32     ref DRP 9 5722  66504  2620
650445 -   971029      11/32 Svc    5/32     ref DRP 8 5890  63884  4215
650446 -   970624       9/32        5/32     ref DRP 6 6902  59669
650447 -   970418       1/32 Svc    6/32     ref SDS 3 0868
650448 -   970121       6/32        8/32     ref SDS 2 6782
650449 -   960802       8/32       10/32     ref SDS 1 6851
650450 -
650452 -  ..
650453 - The reading of 5 MM for all for brakes conflicts with the prior record
650454 - showing 8 and 10, in that there was a 1 MM change over 4K miles for
650455 - service on 991119, this report indicates an approximate 5 fold
650456 - increase over the ensuing 4K miles.
650457 -
650458 -
650459 -
650460 -
650461 -
650462 -
6505 -
6506 -
6507 -