04-00-89-015P

File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
04-00-89-015P
July, 2017
WARRANTY ADMINISTRATION
Subject:
Required Operating Procedures (U.S. Only)
Models:
2018 and Prior GM Passenger Cars and Trucks
Attention: This service bulletin does not apply to GM of Canada Service Agents. GM of Canada
Agents should reference the General Motors of Canada Company Service Policies and
Procedures Manual.
This Bulletin has been revised to update applicable information below including a new
Service Management Authorization Matrix. Please discard Corporate Bulletin Number
04-00-89-015O.
The following 8 points are taken from the GM Service
Policies and Procedure Manual (P&P). They represent
key GM requirements for service operations. For
complete details of all policies and procedures, please
refer to the P&P Manual using the “Dealership Policies,
Procedures and Manuals” Quick Link in the Service
section of GlobalConnect.
These are minimum control requirements for GM work.
Dealers have the discretion to establish more stringent
control requirements for GM, as well as customer pay
and internal work.
Copyright 2017 General Motors LLC. All Rights Reserved.
1. AUTHORIZATION TO PERFORM
REPAIRS
Each policy and warranty job card must be signed by
the customer authorizing Service Agent to perform the
requested service/repairs. Authorization must be
obtained at initial write-up and prior to any repairs being
performed. An authorization to perform repairs
statement must be included on every job card. It is this
statement customer(s) must acknowledge (see
example below).
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July, 2017
Bulletin No.: 04-00-89-015P
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There is to be a clear understanding of responsibility for
all charges at the time the job card is written and while
the customer is present. Any changes regarding who is
responsible for the charges require service
management authorization prior to repairs being
performed. Customer must be provided a copy of the
initial write-up document.
Acceptable Customer Signatures
• Actual signed job card on the authorization line of
the job card. Signatures on other lines of the job
card are not acceptable.
• A signed early bird envelope, drop off form, or
pre-write up worksheet, as long as they contain all
required information (refer to Article 3.2.2) is
included on the envelope/worksheet. These
documents must be attached to the job card.
• Electronic authorization (e.g. obtained by tablet),
as long as it is obtained prior to the repairs being
performed and customer acknowledges
authorizing the repairs. E-signatures must be
transferred to the job card and subsequently
deleted.
Customer Authorization Unavailable
• If Service Agent is unable to obtain a customer
signature, service management must state the
reason and sign on the authorization line on the
job card, prior to any repairs being performed.
Service management approval (explanation, date,
time, and signature/initials) is required.
• Any alternative customer concern documents
such as an early-bird envelope, customer note,
email, etc. must be attached to the job card.
• On Service Agent-owned vehicles, including new
and used vehicles in inventory, service
management is to sign the job card authorizing the
work prior to repair. Service management
approval (explanation, date, time, and signature/
initials) is required. ZFAT and ZPDI Transaction
Type services are excluded from this requirement.
Reference: GM Service Policies & Procedures
Manual 3.2.4
2. SERVICE MANAGEMENT
APPROVALS AND TRANSACTION
AUTHORIZATIONS
Service management approval in the form of a
signature (or initials), date, time and explanation
documents the supervision and consent of Service
Agent facility service management for all scenarios.
Refer to the matrix below.
Bulletin No.: 04-00-89-015P
July, 2017
Page 3
4841181
This matrix version is effective with job cards dated
on/after July 17, 2017.
Service Agents can view, print, or download the
authorization matrix located in article 3.2.13.
Service Agent must designate one person who is
ultimately responsible and accountable for the
management of warranty expense. All approvals must
be issued by service management. When portions of
responsibilities are delegated to other members of
management (e.g. Shop Foreman), those members
must comply with GM Service P&P requirements.
Service technicians, warranty administrators, or
non-supervisory hourly personnel must not be
empowered for these types of management approvals.
All such delegation of approval must be monitored by
the service manager or director, on a routine basis, for
compliance with GM Service P&P.
Reference: GM Service Policies & Procedures
Manual 3.2.13.
3. DETAILS OF CONCERN, CAUSE AND
CORRECTION
Details of Concern
The service advisor is responsible for confirming each
customer concern as written on the job card. Vague
descriptions such as "repair oil leak," "engine stalls,"
“Service Engine soon light on” or coded descriptions of
customer concerns are not acceptable.
If a customer concern is added on after initial write-up,
the service agent is required to follow the requirements
of article 3.2.12.
Details of Cause
The technician must document on the shop copy of the
job card all on-board diagnostic trouble codes (DTCs),
test equipment readings, suspension alignment before/
after readings, brake rotor/drum before/after readings,
appropriate specifications, adjustments, circuit
numbers, descriptive locations and indicators. Coded
descriptions are not acceptable. Battery replacements
Page 4
July, 2017
require the test result print out from the Midtronics GR8
to be attached to the job card. Technician
documentation should include all relevant observations
and is not limited to the items listed above. All
technician documentation must be traceable back to
the technician performing the repair on the associated
job card. All diagnostic time claimed must be
substantiated by the technician’s comments.
The complete cause of the failure and a detailed
correction as stated by the technician must be
transferred to all other copies of the job card/invoice
and in the “Cause” and “Correction” comment fields of
the GWM claim by the Warranty Administrator or
responsible service management personnel.
Details of Correction
Technician(s) must document on the shop copy of the
job card the steps taken to correct the customer’s
concern in detail. Vague comments, such as replaced
engine, turned rotors, etc. are not acceptable. The
comments must be traceable back to the technician
performing the repair on the associated job card.
Transmission Flush Codes
When repairs involve removal of the transmission from
the vehicle to perform an internal repair or torque
converter replacement, technicians MUST document
on the shop copy of the job card the seven (or eight)
digit alpha/numeric code, i.e. A10DFB2, from the
Transmission Cooling System Service Tool (J-45096).
Please see the latest version of Bulletin 17-NA-066 for
further information.
Control Module Reprogramming
When repairs involve module reprogramming,
technicians MUST document on the shop copy of the
job card the Warranty Claim Code provided from SPS
when programming is complete. The Code must be
entered in the “SPS Warranty Claim Code” field of the
transaction. For additional details on SPS Warranty
Claim codes and module reprogramming labor
operations, reference the latest version of bulletin
#06-08-47-001.
Replacement of Engine/Transmission Assemblies
Where a complete transmission/engine assembly is
replaced, all Service Agents are required to complete
the Cost Comparison Worksheet for Assembly Repair
vs. Replacement prior to repair and attach it to the job
card. The cost comparison estimate portion of the
worksheet must be filled out in its entirety, documenting
that assembly replacement is lower cost than repair.
Replacement of the assembly should only take place if
more economical than repair.
This Worksheet must be completed regardless of need
with Service Agent’s status to contact PQC for
approval. This worksheet must also be completed,
regardless if GM representative authorization was
obtained for the assembly replacement.
If assembly replacement is required due to failure of a
non-serviced sub-component, an explanation must be
fully documented on the worksheet. If a GM Technical
Service Bulletin is released by GM stating a specific
Bulletin No.: 04-00-89-015P
component is not to be serviced and must be replaced
as an assembly, the bulletin can be attached to the job
card in lieu of the Cost Comparison Sheet.
The cost comparison (price quote) from the parts
department can be used instead of the Cost
Comparison Estimate, if the following information is
generated as part of the form.
• Customer’s name and address
• Itemization of parts for repair estimate: part
numbers, cost of parts including handling
allowance, and quantity. Handwritten information
is not compliant with this requirement.
• Itemization of parts for assembly replacement:
cost of assembly and core charges. Handwritten
information is not compliant with this requirement.
• Labor estimate for repairs. This can be
handwritten but must be completed on the parts
repair estimate sheet.
• Labor estimate for assembly replacement. This
can be handwritten but must be done on the
assembly estimate sheet.
If assembly replacement is required due to failure of a
non-serviced sub-component, an explanation must be
fully documented on the worksheet. If a GM Technical
Service Bulletin is released by GM stating a specific
component is not to be serviced and must be replaced
as an assembly, the bulletin can be attached to the job
card in lieu of the Cost Comparison Sheet.
Reference: GM Service Policies & Procedures Article
3.2.8, 3.2.12
4. LABOR TIME/HOURS
OLH (Other Labor Hours)
• OLH can only be considered for extenuating
circumstances after strategy based diagnostics
have been completed.
• Technician must record on the job card the reason
for OLH. Technician must detail failure and steps
taken to facilitate repairs. Vague comments such
as metal throughout are not acceptable.
• Separate on/off time punches are required on the
technician’s time ticket for the OLH time claimed
on each labor operation with OLH. Technician
must identify separate on/off punch times which
apply.
Note: Punching on/off physical job cards does not
meet technician timekeeping requirements and is
non-compliant and unacceptable.
•
•
•
Service management approval, in the form of an
explanation with date, time and signature (or
initials) is required prior to job card submission.
Service management is responsible for the
reasonableness of the OLH submitted and to
ensure that technician comments adequately
reflect the time involved. Validation of OLH
accrued on the technician time ticket is required.
A technician does not need to exhaust base time
to receive OLH.
Technician inefficiency or lack of training is not
sufficient justification for OLH. OLH is not an
extension of base time.
Bulletin No.: 04-00-89-015P
•
•
July, 2017
Phone time with call center technical support
activity cannot be charged to OLH. Normal road
test to verify repairs are part of Strategy-Based
Diagnostics and are not eligible for OLH unless
the extenuating circumstance is documented and
approved by service management.
Diagnostic, reconditioning and other repair time
for major powertrain components shall be treated
as OLH and must be documented as such.
Approved and Recorded Diagnostic Time
GM follows "Strategy-Based Diagnosis/Symptom
Diagnosis", which is an organized vehicle diagnostics
approach for finding the source/cause of a defined
problem or identified symptom. This is accomplished by
following consistent, systematic and logical steps
utilizing published diagnostic procedures and
equipment. For example, finding the source of an
electrical problem by following the trouble trees and/or
diagnostic charts, or finding a driveability problem using
a scan tool such as Techline equipment and following
the trouble code diagnostic charts.
Handling Variable Diagnostic Time: Due to the
nature of select repairs, a variable diagnostic time
allowance may be listed separately in the Labor Time
Guide as an Add Time. The amount of variable time
claimed must be submitted in the “Diagnosis Time”
Labour field, and substantiated by technician
comments and steps taken to facilitate the repair.
• Service managers are responsible for assuring
complete technician documentation and the
reasonableness of diagnostic time claimed.
• Diagnostic/add time claimed above the variable
published allowance shall be treated as OLH and
must be documented as such.
Straight Time
Straight time (ST) is time not published in the labor time
guide. The technician must document all steps taken to
support repair. Management is responsible for the
reasonableness of the request. The request needs to
be authorized by service management prior to claim
submission. Straight time is to be submitted in the Base
Labor field of the transaction.
Reference: GM Service Policies & Procedures
Article 3.2.11
5. TECHNICIAN IDENTIFICATION AND
ACCOUNTING OF LABOR TIME
All standard warranty and policy repair time must be
documented on the technician’s time ticket by job card.
This includes the job card number and technician ID,
along with actual date and start and stop time(s) while
on premises the same day.
All warranty and policy repair time for any customer
concerns added to the job card (add-ons) after the
initial job card write-up and other labour hours (OLH)
must have individual and specific on/off punch times on
the technician’s time ticket by job card line for repair(s)
performed.
Note: Punching on/off physical job cards does not
meet technician timekeeping requirements and is
non-compliant and unacceptable.
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The following are related to the above requirements:
Multiple Vehicle Repairs
For multiple vehicles requiring reprogramming, as well
as service update bulletins and field actions involving
inspections only (no parts replacement), the technician
is not required to punch on/off time tickets by job card.
Technicians may not be clocked on two or more
(multiple) job cards at the same time during standard
warranty and/or policy repairs.
For service update bulletins or field actions, when
multiple VINs are worked on at once, the VIN list from
the “Open Recall Report”, or an Investigate Vehicle
History (IVH) screen print must be attached to the job
card. (Per the Service P&P manual, the documentation
must be retained for a minimum of 24 months.)
Note: Customer and/or internal repairs are excluded
from this requirement.
It is permissible to work on a single standard warranty
and/or policy repair event simultaneously with a
customer and/or internal repair event.
Multiple/Lateral Technicians
It is permissible for multiple technicians to work on the
same vehicle, provided all warranty and policy repair
time is noted on the technician time ticket by job card
and unique technician IDs are notated.
Note: Actual date and start and stop time(s) of
repair(s) performed must be recorded on the
technician’s time ticket by job card.
Brand Maintenance Programs
Technicians who exclusively perform oil changes/tire
rotations/MPI services are waived from individual time
requirements. The technician identification must be
shown on the technician’s time ticket by job card.
Technicians performing standard warranty and/or policy
repairs in addition to oil changes/tire rotations/MPI
services are required to follow established time
documentation provisions stated in the P&P manual for
standard warranty and/or policy repairs. The technician
identification must be shown on the technician’s time
ticket by job card.
Broken Time Clocks
A broken time clock must be repaired or replaced
immediately. Service management must write the
actual start and stop time(s) on the technician time
ticket. The time ticket must be signed or initialed by
service management for each job card.
Reference: GM Service Policies & Procedures
Article 3.2.9
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July, 2017
6. PROPER DOCUMENTATION AND
RETENTION OF WARRANTY PARTS
All parts information including name, number, quantity,
and price is to be recorded on, or attached to the job
card. All parts are to be identified to the respective
repair case and cross referenced (line-coded) on the
job card or attached parts sheet.
• Following a warranty repair, all parts are to be
turned into the parts department by technicians for
tagging, retention and/or return.
• Service Agent(s) are to retain for inspection all
warranty parts (except core parts – core parts
section below) for a minimum of 15 days (unless
directed otherwise by GM Representative) from
the paid date or until scrapped by a GM
representative, whichever occurs first. Any defects
should be clearly marked (if identifiable).
• Parts not requested within the 15 day retention
period, or scrapped by GM representative, MUST
BE DAMAGED BEYOND FURTHER USE AND
SCRAPPED BY THE SERVICE AGENT. Under no
circumstances are these parts to be installed on
any vehicle, used in any other application, or
resold.
• Assemblies requested by the WPC must be
returned with the proper documentation, Cost
Comparison Worksheet and copy of job card (all
scenarios).
• Divisional maintenance related parts (e.g. cabin/
air filters) must follow the minimum retention
period stated above, with exception stated below:
• Oil filters for brand maintenance programs may
be disposed of immediately.
• Fluids are not required to be retained.
• For specific instructions on core retention, please
reference Service P&P Article 4.5 – Core Return
Policies.
• Tires that are not required to be returned to the tire
manufacturer are to be rendered unusable by
cutting a hole in the tire sidewall of at least one
inch in diameter with a hole-saw or drill.
All Warranty core parts (except ESC parts) must be
retained for 72 hours beyond receipt of the Transaction
Summary showing credit. Service Agents must check
for WPC requests through the Global Warranty
Management system. If no WPC return request is
received within 72 hours of the Service Agent receiving
a GWM Transaction Summary Report showing credit,
the specified core part must be shipped to the CCA
Core Return Center within 21 days.
WPC requests for part returns must be given priority
over returning to CCA Core Return Center. Core parts
that are returned to the CCA Core Return Center prior
to WPC parts request(s) will be debited.
Electronic Service Center (ESC) parts should be
returned to the ESC within 30 days to receive core
credit. See Article 2.6 for complete details. The WPC
rarely requests ESC parts from Service Agents. Service
Agents should return exchanged units promptly to the
ESC, and the WPC will obtain any ESC parts that are
needed directly from the ESCs.
Bulletin No.: 04-00-89-015P
Reference: GM Service Policies & Procedures 3.2.7,
4.2, 4.5, Bulletin 99-00-89-019.
7. ACCURATE SUBLET CHARGES AND
RECEIPTS
The following policies apply for repairs sublet by the
Service Agent to repair shops (including other repair
locations owned by the Service Agent):
• Sublet repair reimbursement is limited to the lower
of the actual sublet invoice or the Service Agent's
comparable allowance, calculated at Service
Agent parts & labor allowances and published GM
labor time(s). Any discounts or allowances applied
to the sublet invoice or made available to the
Service Agent for non-warranty repairs are to be
also applied to the sublet reimbursement amount.
Repairs are not to exceed the Service Agent's
parts and/or labor allowance as set forth in Articles
2.1 and 2.1.1. See the Parts and Accessories
Policies and Procedures Manual for
reimbursement details when non-GM parts
are used.
• Service Agents are not to solicit charges from
sublet shop higher than those customarily charged
by the shop
• Service Agents are to supply the sublet facility
with parts which are used in the performance of
the sublet repair. Service Agents are eligible for
the appropriate handling allowance.
• Sublet repairs must not be shown on a warranty
transaction as a Service Agent performed repair. If
repair is performed by the Service Agents’ body
shop, then warranty transaction must reflect labor
and parts as such and sublet net item is not
allowed.
• Sublet invoices are to contain customer name,
VIN, date of repair and a complete description of
repairs performed. This information must be
attached to the job card and be a part of the
vehicle history file.
Reference: GM Service Policies & Procedures
Articles 2.5
8. ADD-ON CUSTOMER CONCERN
AFTER JOB CARD WRITE-UP
Any warranty/policy concern not expressed orally or in
writing by the customer at initial write-up must be first
inspected and verified by the service manager before it
is added to the job card. Once the service manager
determines that the additional repair is necessary and
approves adding the line to the job card, the line may
be added by the service manager, service consultant or
any non-technical service department employee. The
service manager must document their authorization
(date, time, signature/initials and explanation) on the
job card prior to work performed. There must be a clear
understanding how the additional work became a
concern (i.e. customer called back, technician found
during multi-point inspection), or other supporting
documentation. The explanation must specifically
describe what the service manager saw or verified
upon inspection or road test. Multiple additional
concerns must each contain this approval. The
Bulletin No.: 04-00-89-015P
July, 2017
customer must be contacted prior to work being
performed for their permission to continue with the
repair(s). The date and time the customer provided
permission must also be documented on the job card.
Individual and specific on/off punch times by job card
line are required on the technician’s time ticket for
add-on repair(s) performed.
Note: Punching on/off physical job cards does not
meet technician timekeeping requirements and is
non-compliant and unacceptable.
Regardless of the date, subsequent warranty customer
concerns based on multi-point vehicle inspections are
considered added customer concerns and will be
treated as such.
When adding lines to job cards involving dealer-owned
inventory for completion of Safety, Emissions and
Non-Compliance Recalls, service manager approval is
not required. Technician punch time requirements still
apply.
Reference: GM Service Policies & Procedures
Articles 3.2.12
Frequently Asked Questions
Frequently Asked Questions
Q: Is straight time considered to be OLH and how does
it relate to time accounting?
A: Straight time is not considered to be OLH. Straight
time requests need to be authorized by service
management prior to claim submission.
Q: Do I have to punch on/off per job card line for
warranty/policy repairs?
A: If one technician is working on the vehicle, he/she is
only required to punch on/off their time ticket once per
job card, unless the job card has an add-on line or
involves other labor hours (OLH).
Q: Do time punches on job cards qualify as acceptable
time documentation?
A: No. The only acceptable time documentation is what
is recorded on the time ticket for the technician.
Technician timekeeping on the job card is
non-compliant and unacceptable.
Q: I have a job card with two or more (multiple)
warranty lines that does not require any additional
add-ons or OLH. How many time punches are required
for this repair?
A: Two. One at the start of the repair and one at the end
of the repair.
Q: At the initial write-up of the job card, there were two
or more (multiple) warranty lines on the card. It was
discovered that the vehicle had an open recall and that
line was added after initial write-up. Do I need to secure
the Service Manager’s approval for the add line and do
I need to punch on/off for the repair?
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A: Yes. Technicians must obtain service management
approval for add-ons and punch on/off the time ticket
separately for the recall repair (add-on line). If the job
card is written on a dealer-owned inventory vehicle,
these requirements do not apply.
Q: Can you provide me a couple of examples of the
number of punches needed on a time ticket that
contains OLH or add-on repairs?
A: Examples provided below.
• One OLH item on the job card would equal a total
of 4 punches.
• Punch on/off for the overall job card (2
punches)
• Punch on/off for the OLH approved work (2
punches)
• Note must have the date, time, reason why
the OLH was approved and the Service
Manager’s signature or initials on the job
card approving OLH prior to work being
performed.
• An added line to a written job card and one OLH
item would equal 6 total punches
• Punch on/off for the overall job card (2
punches). The start and end time for the total
repair.
• Punch on/off for the OLH approved (2
punches)
• Note must have the date, time, reason why
OLH was approved and the Service
Manager’s signature or initials on the job
card approving OLH prior to work being
performed.
• Punch on/off for “Add-on” line item approved (2
punches)
• Note: After initial write up, technicians are required
to punch on/off any time a line item is added, or
OLH is involved.
Q: How must the technician time ticket be
documented?
A: Each job card that a technician works on, regardless
of the number of warranty lines on the ticket, must
contain the following:
• Job Card Number
• Technician
• Actual date of the repair
• Start and stop time for the repair (electronic or
manual clock on/off; cannot be handwritten)
Q: Can a technician work on multiple vehicles at once?
A: Yes, as long as the repairs are of the following types:
• Single standard warranty and/or policy repair
event simultaneously with a customer and/or
internal repair event
• Service Update Bulletin or Field Action that
involves reprogramming
• Service Update Bulletin or Field Action which
requires an inspection (no parts replacement)
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July, 2017
Note: For service update bulletins or field actions, when
multiple VINs are worked on at once, the VIN list from
the “Open Recall” report or an IVH screen print must be
attached to the job card. (Per P&P, the documentation
must be retained for a minimum of 24 months.)
Q: As the technician is not required to punch on/off of
customer pay work, how do I handle time accounting
documentation for repairs that may have started out as
customer pay, but end up being warranty/policy?
A: The Service Manager must document the situation
in detail on the job card, along with the date, time and
signature (or initials) per the standard service
management authorization procedure.
Q: If my total repair elapsed time is on the customer
pay line of the job card, but the job card had one
customer pay line and two warranty lines on the same
ticket, would I be debited back for the repairs?
A: No, as long as the total elapsed time on the time
ticket is reasonable to complete all the repairs outlined
on the job card.
Q: Is Certified Pre-Owned (CPO) considered a Brand
Maintenance Program?
A: For the oil change portion of the program the answer
is yes and technicians should follow the Brand
Maintenance guidelines outlined in this bulletin. All
Bulletin No.: 04-00-89-015P
other repairs under the warranty portion of the CPO
program should follow the warranty guidelines outlined
in this bulletin.
Q: There was only one single labor operation that
applied to both a left and right side component. The
technician repaired/replaced both components, but
Global Warranty Management (GWM) will not allow me
to submit two transactions using the same labor
operation. Therefore, both repairs were claimed on the
same transaction and OLH was utilized to claim the
additional labor involved. What are the service
management authorization and technician time
accounting requirements for the OLH?
A: In this situation, the OLH field of the transaction is
being used to claim for standard repair time. Therefore,
authorization and time accounting requirements for the
“OLH” do not apply. These requirements only apply to
true OLH, which represents labor to address
extenuating circumstances that are not part of the
published repair procedure for that component. OLH
submitted in this situation should not exceed the
published base time for the single (right or left)
component repair. Any OLH above the published base
time would be considered true OLH and would require
separate on/off time punches and Service Management
authorization.
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.
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