Pursuit of Excellence: Uptime Process
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Questions and Answers

What is the main goal of the UPTIME PROCESS?

  • To improve the quality of the vehicles
  • To reduce the vehicle's downtime (correct)
  • To hire more employees
  • To increase the number of vehicles sold

What is the first step in the UPTIME PROCESS?

  • Create an estimate
  • Verify the owning and using customer is correct
  • Collect the RO paperwork
  • The truck arrives at the dealership (correct)

What happens after the customer's case is created?

  • The truck is sent to the uptime area
  • The UPTIME PROCESS is explained to the customer (correct)
  • The customer is introduced to the dealership
  • The repair begins

What is the purpose of VDA?

<p>All of the above (D)</p> Signup and view all the answers

Where is the RO paperwork delivered after it is collected?

<p>To the designated spot with keys (A)</p> Signup and view all the answers

What is the last step in the UPTIME PROCESS?

<p>The truck departs (C)</p> Signup and view all the answers

What should you do if you are unsure whether to create a customer account or not?

<p>Check with your warranty administrator (B)</p> Signup and view all the answers

What is the purpose of the Quick Action Button called 'Check-In'?

<p>To check in the truck (C)</p> Signup and view all the answers

What should be the follow-up time for Uptime Cases?

<p>30 minutes (C)</p> Signup and view all the answers

What happens when you click 'OK' after checking in the truck?

<p>The status is set to 'Checked In' (D)</p> Signup and view all the answers

Why is it important to avoid creating duplicate customer accounts?

<p>It causes confusion and makes a mess in VDA and ASIST (D)</p> Signup and view all the answers

What is the alternative way to check in the truck if the Quick Action Button is not used?

<p>Manual option without using the Quick Action Button (C)</p> Signup and view all the answers

What should you do if the customer is wrong?

<p>Transfer the asset in VDA+ and use the Bill To Work around (D)</p> Signup and view all the answers

What happens if you click on the “Customer” Link on the left side of the screen and enter a new customer ID?

<p>The customer ID will be changed for all the trucks in the fleet (C)</p> Signup and view all the answers

Why should dealers do their due diligence to verify ownership?

<p>To follow the dealership process (D)</p> Signup and view all the answers

What happens if assets are moved in ASIST without updating VDA+?

<p>The asset will move back to the incorrect fleet (B)</p> Signup and view all the answers

Why should you set the bill to customer to the correct customer in the existing case?

<p>To avoid affecting the certified uptime center time requirements (A)</p> Signup and view all the answers

What could happen if you use the Quick Action buttons while the asset is still in the old customer’s fleet?

<p>Email will be sent to the wrong customer (C)</p> Signup and view all the answers

What is an advantage of using pre-defined operations in the DMS?

<p>It allows for reporting on specific operation usage (C)</p> Signup and view all the answers

Why may the times and rates get out of sync between ASIST and DMS?

<p>Due to incorrect use of pre-defined operations (C)</p> Signup and view all the answers

What should the Final Service Advisor Review check in the Case?

<p>The operations, Customer/Bill-to/Ship-to information, and Status Info field (A)</p> Signup and view all the answers

Who can be contacted to re-import codes from the DMS in order to synchronize them?

<p>Decisiv Customer Support (A)</p> Signup and view all the answers

What is a disadvantage of using pre-defined operations?

<p>It takes a little longer to search and add to the case (C)</p> Signup and view all the answers

What should the Final Service Advisor Review check on the left side of the case?

<p>The information (B)</p> Signup and view all the answers

What information should be included in the “Comments” box when workflowing the case to the Uptime Area?

<p>Any information that needs to be communicated to the Uptime Area (D)</p> Signup and view all the answers

How long does a technician have to determine whether the complaints are UPTIME repairs or ADVANCED repairs?

<p>45 minutes (D)</p> Signup and view all the answers

What is the purpose of the advisor following up with the Foreman?

<p>To ensure we are meeting the UPTIME time targets (C)</p> Signup and view all the answers

What should be done with the keys after they are collected?

<p>Tag and place them in the key management system (C)</p> Signup and view all the answers

What should the advisor do if the customer calls before they are called?

<p>Keep the customer updated on the status (A)</p> Signup and view all the answers

Why is it important to move the UPTIME process as quickly as possible?

<p>To ensure the technician can start working on the vehicle within one hour (B)</p> Signup and view all the answers

What should be done with the tag or unit number during the check-in process?

<p>It should be set as necessary depending on the DMS provider’s requirements (A)</p> Signup and view all the answers

Why is it important to verify warranty, campaigns, and recalls?

<p>To login to VDA+ and check the vehicle's status (B)</p> Signup and view all the answers

What should the Department field indicate during the check-in process?

<p>The type of case, whether it's uptime or advanced (D)</p> Signup and view all the answers

Who should initially set the Department field?

<p>The Advisor (D)</p> Signup and view all the answers

When should the Asset Arrived time be set during the check-in process?

<p>At the current time (B)</p> Signup and view all the answers

What should be set 30 minutes from the current time during the check-in process?

<p>The Follow-up time (D)</p> Signup and view all the answers

What is the priority of billing requests in the UPTIME process?

<p>Must be completed within 2 hours (C)</p> Signup and view all the answers

What should be done with the hard copy after reviewing all ASIST case information?

<p>Take it to the advisor in charge of the case (C)</p> Signup and view all the answers

What happens when the customer picks up the truck?

<p>The asset is toggled in-service (C)</p> Signup and view all the answers

What should be done if the 2-hour target is not met?

<p>Note the RO and reason in the weekly meeting (D)</p> Signup and view all the answers

What should be done with the survey comments if the customer did not give a 10?

<p>Share them with the UPTIME team (D)</p> Signup and view all the answers

What is the purpose of toggling the asset ready?

<p>To attach the invoice to the case workflow (A)</p> Signup and view all the answers

What should be done with the customer record when an asset is transferred to a new owner?

<p>Update the customer record with the new owner's information (D)</p> Signup and view all the answers

Why is it important to avoid creating duplicate customer accounts?

<p>To avoid confusion and incorrect billing (B)</p> Signup and view all the answers

What happens when a truck is checked in using the Quick Action Button?

<p>The asset is updated in ASIST (B)</p> Signup and view all the answers

What is the purpose of changing the owing customer in VDA+?

<p>To ensure accurate billing and tracking (A)</p> Signup and view all the answers

Why is it important to update the customer information in VDA+ before 3pm EST?

<p>To ensure accurate tracking and billing (C)</p> Signup and view all the answers

What is the benefit of using the Quick Action Button to check in a truck?

<p>It updates the asset status in ASIST (A)</p> Signup and view all the answers

What should be done with the customer record when an asset is transferred to a new owner?

<p>Update the owing customer in VDA+ (A)</p> Signup and view all the answers

What is the purpose of updating the owing customer in VDA+?

<p>To prevent duplicate customer accounts (D)</p> Signup and view all the answers

What happens when the asset is moved to the correct fleet in VDA+?

<p>The asset status is updated in ASIST (A)</p> Signup and view all the answers

Why is it important to update the customer information in VDA+ before 3pm EST?

<p>To update the asset status in ASIST (B)</p> Signup and view all the answers

What is the purpose of verifying the customer information in VDA+?

<p>To prevent duplicate customer accounts (B)</p> Signup and view all the answers

What happens when the customer information is updated in VDA+?

<p>The asset status is updated in ASIST (A)</p> Signup and view all the answers

Why is it important to verify the customer information in VDA+?

<p>To avoid creating duplicate customer accounts (B)</p> Signup and view all the answers

What should be done with the customer record when an asset is transferred to a new owner?

<p>Update the customer record with new owner's information (B)</p> Signup and view all the answers

What is the purpose of setting the Asset Arrived time during the check-in process?

<p>To track the asset's arrival time (A)</p> Signup and view all the answers

Why is it important to avoid creating duplicate customer accounts?

<p>To prevent data duplication (D)</p> Signup and view all the answers

What should be done when creating a new customer account?

<p>Verify the customer information in VDA+ (A)</p> Signup and view all the answers

What is the purpose of setting the Department field during the check-in process?

<p>To indicate the type of case (C)</p> Signup and view all the answers

What happens when the customer picks up the truck?

<p>Notify Customer that the truck is ready for pick up (B)</p> Signup and view all the answers

Why is it important to avoid creating duplicate customer accounts?

<p>To maintain accurate customer records (D)</p> Signup and view all the answers

What should be done with the hard copy after reviewing all ASIST case information?

<p>File the Hard Copy (D)</p> Signup and view all the answers

What is the purpose of toggling the asset ready?

<p>To indicate that the truck is ready for invoicing (C)</p> Signup and view all the answers

What should be done if the 2-hour target is not met?

<p>Make a note of it for the next weekly meeting (B)</p> Signup and view all the answers

What happens when the truck is checked in using the Quick Action Button?

<p>The billing process is initiated (A)</p> Signup and view all the answers

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