All job card header information must be completed accurately, including the in-service date and the odometer reading taken directly from the vehicle at the time of initial job card write-up by the person writing the job card. This is necessary to determine if the vehicle is within warranty and if a deductible applies. The name of the owner and the name of the operator of the vehicle must be included on the job card for leased vehicles. For vehicles currently in the service agent’s new or used inventory, the job card must be open in the service agent’s name. It must also be determined at this time if an extended service contract applies to the vehicle and, if so, must be noted on the job card

A clear and concise job card write-up is required with a brief description of each of the customer's concerns. Customer concern analysis is the process of translating the customer's concerns into a symptom and is the responsibility of Service Agent, service management and the Service Consultant. Intermittent problems which cannot be duplicated at the time of job card write-up are the responsibility of the Shop Foreman and Service Manager to diagnose prior to assigning the vehicle to a Technician

There must be a clear understanding of the responsibility for charges at the time the job card is written and while the customer is present. The Shop Foreman or Service Manager must authorize any changes in responsibility for charges prior to the work being performed. The reason for the changes and the signature of the Shop Foreman or Service Manager giving the authorization must be recorded on the shop copy of the job card for document and hybrid systems. For electronic systems, system controls must be in effect to allow only authorized Service Management to change the responsibility for charges. The reason, the identification of the person making the change and the time must be electronically recorded.

A customer signature must be obtained to authorize customer pay and/or warranty repairs. If the vehicle is dropped off, the customer's notes must be attached to the job card as authorization for repairs. If the customer drops the vehicle off and provides authorization by telephone, the name and telephone number of the person giving the authorization and the date and the time of authorization, along with the signature of the individual who spoke with the customer, must be recorded with the customer's instructions. Job cards for new or used vehicles in service agent inventory may be opened by another manager; however, all warranty repairs must be authorized and signed by the Service Manager prior to the work being performed. This includes warranty repairs done to new vehicles during the Pre-Delivery Inspection [PDI]. For electronic systems, system controls must be in effect to allow only authorized service management to authorize the repair, as the identification of the person authorizing the repair, and the time, must be electronically recorded. Empowerment Matrix: The Service Consultant must ensure that the customer signs the job card or an attachment when separate instructions are provided, or when a vehicle is dropped off during non-business hours. Internal work must be signed by the Service Manager. Service Agent Management System: System controls must be in effect to allow only Service Management to authorize the repair as, the identification of the person authorizing the repair, and the time, must be electronically recorded.

Following authorization (signature) by the customer for document and hybrid systems, the shop copy must be separated from the other job card copies and the carbon removed. The shop copy is to be given to the Technician as the working copy. For electronic systems, system controls must be in effect to allow only authorized Service Management to add operations to the job card as outlined in Point # 8. The original copy bearing the customer signature must be retained as outlined in the current General Motors Service Policies and Procedures Manual. Empowerment Matrix: Does not apply. Service Agent Electronic Management System: System controls must be in effect to allow only authorized service management to add operations to the job card as outlined in Point # 8.

For document and hybrid systems, the Technician is to clock on and off the shop copy for each assigned operation, noting what was found as the cause of the customer's concern and what was done to correct the concern. The Technician must document all on-board diagnostic codes (DTCs), test equipment readings, appropriate specifications, adjustments, circuit numbers, descriptive locations and indicators are to be recorded on the Job Card. Coded descriptions are not acceptable. Technician documentation should include all relevant observations and is not limited to the items listed above. The time punches and descriptions of cause and correction must be properly cross- referenced to the customer's concern being worked on. The Control Tower/Dispatcher must maintain a separate Technician Payroll Record which clocks the Technician on and off each job card worked on and accounts for all of the Technician's time, regardless of the type of repairs being performed. The hours paid to the Technician must be clearly shown on the time ticket which is affixed to the shop copy. For electronic systems, the Technician must clock on and off each operation electronically and record the cause and correction for the repair. Refer to Service Policies and Procedures for details. In smaller shops with no Control Tower or Dispatcher, the Technician payroll records must be maintained by someone other than the Technician. Empowerment Matrix: The Control Tower /Dispatcher must ensure Technicians clock on and off each operation. The Dispatcher/Electronic Job Card System records Technician time for each repair by clocking on and off the payroll record. Alterations to time clocking on time tickets, missing time clocking or hand written clocking requires Service Manager’s review and authorization. Service Agent Management System: For electronic systems, the Technician must clock on and off each operation electronically and record the cause and correction for the repair. Overrides to electronic clocking must be restricted to Service Managers. Refer to Service Policies and Procedures for details.

If unusual circumstances are encountered which would require extra time, the Technician is to contact the Shop Foreman or Service Manager for authorization prior to the work being performed. The Service Manager or Shop Foreman must authorize the Technician to proceed on a straight time basis. For Document and Hybrid systems, the Shop Foreman or Service Manager must initial the on time punch, noting the reason for the authorization and time to be allowed. Separate on/off time punches are required for all straight time. The Shop Foreman or Service Manager must justify the reasonableness of the straight time request and provide an explanation on the shop copy, along with the authorization signature. For Electronic systems, the “on” clock must be electronically authorized by the Shop Foreman with an electronic notation of the reason for the “on” authorization and time to be allowed prior to the work being performed. Refer to Service Policies and Procedures for details. Technician inefficiency or lack of training is not sufficient justification for extra time. GM Labour Time Guides include time to follow Strategy Based Diagnostics. Requests for extra time should be rare exceptions in unusual circumstances. Empowerment Matrix: Service Management must authorize all straight time prior to work being performed. Straight time must be clocked separately, explained and authorized on the shop copy of the job card. Service Agent Management System: For electronic systems, the “on” clock must be electronically authorized by the Shop Foreman with an electronic notation of the reason for the “on” authorization and time to be allowed prior to the work being performed. Refer to Service Policies and Procedures for details

If, in the course of completing an assigned repair the Technician discovers an additional needed repair that clearly would not have been apparent to the customer, the Service Manager or Shop Foreman must be contacted for authorization prior to the work being performed. The Service Manager or Shop Foreman must verify the source and need for the additional repair and the responsibilities for the charges, and must, for document and hybrid systems, add the operation in ink on the front of the shop copy. The Service Manager or Shop Foreman must also state the reason the operation is necessary, authorize by signature or initials and time stamp the approval adjacent to the operation. In cases where the additional necessary work will result in additional charges to the customer, the customer must be contacted for authorization, as outlined in Point #3. Added operations generated from “inspections” must be approved and documented at the time of the “inspection”. If the added operation repair is not completed on the same job card, the subsequent job card must be cross-referenced to the original job card number. All added operations are to have the Global Warranty Management System “Added Operation” notation submitted on the warranty transaction. Empowerment Matrix: Additional repairs found necessary during assigned repairs must be verified and authorized by Service Management prior to work being performed. Service Agent Management System: Systems controls must be in effect to electronically restrict the adding and authorizing of warranty operations to specific Service Management. The need for the added operation must be confirmed by the specific Service Management person and such confirmation electronically documented, including date and time. Item must also be easily identified as an added operation. Refer to Service Policies and Procedures for details.

All parts used in repairs must be cross referenced (line coded) to the specific repair to which they apply. All warranty replaced parts must be returned to the Parts Department for retention and disposition as required by the current GM Service Policies and Procedures Manual. All replaced parts with visible defects must have the defective area clearly marked. Acknowledgement of receipt of the used parts must be clearly indicated on the shop copy of the job card for document and hybrid systems, and electronically acknowledged on the job card for electronic systems. Replaced parts associated with customer pay repairs must be made available to the customer along with an explanation of why the repair was necessary. Empowerment Matrix: Does not apply. Service Management System: Receipt of the used parts must be electronically acknowledged on the job card for electronic systems

A brief description of the cause of failure and correction as stated by the Technician on the shop copy, including testing equipment codes, must be transferred to all other copies of the job card or invoice. If separate job card/invoicing systems are used, it is not necessary to transfer the information to the original write-up copy of the job card. However, when transferring the information to an invoice the phrase added operation must be included next to each operation which was added after the initial job card write-up. All items originally entered on the job card at the time of write-up must be accounted for on the invoice. Empowerment Matrix: Does not apply.

Sublet charges to General Motors must not exceed established labour times or net cost to service agent, whichever is lower. Work performed should be well described on the sublet invoice. Sublet repairs must be properly cross-referenced so that the original sublet receipt can be easily located. A vehicle license number is acceptable on towing receipts in place of the VIN Empowerment Matrix: Service Management is to ensure that these charges are reasonable and do not exceed established labour times or net cost to service agent. They must be properly cross- referenced and the original receipt must be easily retrievable.

The person flat rating the job card is to select the labour operation from the GM Labour Time Guide which is closest in description to what the Technician noted was done to correct the customer's concern. If the Technician has not performed all the work described in the applicable service manual (SI) or the GM Labour Time Guide for the operation in question, the time payment is to be reduced from flat rate to clock time. There must be no more than one labour operation per repair case. For paint repairs, each panel repair should be a separate case unless the labour operation groups a number of vehicle areas. Multiple repair cases for one customer concern will be considered to be added operations and will be subject to all of the requirements outlined in Point #8. Extra time, as outlined in Point #7, is to be claimed as other labour hours with the failed labour operation. Technicians are not allowed to apply labour times to the Job Card. Empowerment Matrix: The Warranty Administrator and/or Tower Operator must use the labour operation that is closest in description to the work performed. Various Product Service Bulletins, Recalls and Special Coverages provide specific labour operations which in these cases, must be used. There must be only one labour operation per repair case.

Revisions to invoices must not be permitted. The reasons for duplicates and reprinted invoices must be documented. The invoice must also indicate that it is a duplicate or reprint copy. Any changes to final invoices must be made using established accounting procedures to account for all adjustments. Any job cards that are generated as a result of a previous inspection, or for parts on order, must be clearly cross-referenced to the previous job card and a copy of the inspection or parts order attached to the customer signature write-up copy. Empowerment Matrix: Does not apply.

With the GM Dealer Empowerment Program, General Motors has given Dealer operators authorization codes to process warranty transactions that fully comply with the requirements of General Motors Service Policies and Procedures, including fairness of decisions to the customer, service agent and General Motors. An example of this is an authorization code to override the warranty limitations in order to process a transaction for an Owner Goodwill Adjustment beyond warranty. The Dealer, while retaining responsibility, may delegate the empowerment authority to the Service Manager or a designated person with Service Management responsibility. All authorization codes applied to warranty transactions must be approved and signed by the service agent Service Manager or designated person with Service Management responsibility prior to job card submission, and if possible, prior to completion of the accounting section of the job card/invoice. The authorization code, date and signature (initials) must be recorded on the warranty copy. Empowerment Matrix: Cases that are beyond warranty must be monitored and approved by the Service Manager. The responsibility for applying all other codes can be delegated to other Service Management individuals. Service Technicians, Warranty Administrators, Tower Operators, Service Consultants or other support personnel are not to be delegated the responsibility for these types of management approvals. Service Agent Management System Systems controls must be in effect to electronically restrict the usage of these “authorization codes” to specific Service Management.

All documents and records must be retained as required by the current General Motors Service Policies and Procedures Manual. Vehicle history files must be maintained in a manner whereby complete information is retrievable quickly and easily for review by service agent personnel with customers and/or General Motors personnel at the time of discussion. A Goodwill Consideration Worksheet may be completed to support all goodwill, share adjustment and deductible waiver decisions. This is helpful to ensure that all relevant information is gathered and consistent decisions result. GM Service representatives and CCC personnel will all follow this process. Goodwill Consideration Worksheets which result in a goodwill adjustment and all required documentation must be retained in the vehicle history file where dealer paper history files are maintained, attached to the warranty copy of the job card or in a separate file in job card sequence. They may also be retained electronically provided they are easily retrievable.