38S09T0 advanced brake service and brake lathe training 2003

Technician Training It is our goal to help the technician acquire all of the skills and knowledge necessary to “Fix it Right the First Time, on Time.” We refer to this as “competency.” T

Advanced Brake Service and

Brake Lathe Training

IMPORTANT SAFETY NOTICE

Appropriate service methods and proper repair procedures are essential for the safe, reliable operation of all motor vehicles,

as well as the personal safety of the individual doing the work This manual provides general directions for accomplishing service and repair work with tested, effective techniques Following them will help assure reliability.

There are numerous variations in procedures, techniques, tools and parts for servicing vehicles, as well as in the skill of the individual doing the work This manual cannot possibly anticipate all such variations and provide advice or cautions as to each Accordingly, anyone who departs from instructions provided in this manual must first establish that he compromises neither his personal safety nor the vehicle integrity by his choice of methods, tools or parts.

As you read through the procedures, you will come across NOTES, CAUTIONS, and WARNINGS Each one is there for a specific purpose NOTES give you added information that will help you to complete a particular procedure CAUTIONS are given to prevent you from making an error that could damage the vehicle WARNINGS remind you to be especially careful

in those areas where carelessness can cause personal injury The following list contains some general WARNINGS that you should follow when you work on a vehicle.

• Always wear safety glasses for eye protection.

• Use safety stands whenever a procedure requires you to

be under the vehicle.

• Be sure that the ignition switch is always in the OFF

position, unless otherwise required by the procedure.

• Set the parking brake when working on the vehicle If you

have an automatic transmission, set it in PARK unless

instructed otherwise for a specific service operation If

you have a manual transmission it should be in

RE-VERSE (engine OFF) or NEUTRAL (engine ON) unless

instructed otherwise for a specific service operation.

• Operate the engine only in a well-ventilated area to avoid

the danger of carbon monoxide.

• Keep yourself and your clothing away from moving parts

when the engine is running, especially the fan and belts.

• To prevent serious burns, avoid contact with hot metal parts such as the radiator, exhaust manifold, tail pipe, catalytic converter and muffler.

• Do not smoke while working on the vehicle.

• To avoid injury, always remove rings, watches, loose hanging jewelry, and loose clothing before beginning to work on a vehicle Tie long hair securely behind your head.

• Keep hands and other objects clear of the radiator fan blades Electric cooling fans can start to operate at any time by an increase in underhood temperatures, even though the ignition is in the OFF position Therefore, care should be taken to ensure that the electric cooling fan is completely disconnected when working under the hood.

The recommendations and suggestions contained in this manual are made to assist the dealer in improving his dealership parts and/or service department operations These recommendations and suggestions do not supersede or override the provisions of the Warranty and Policy Manual, and in any cases where there may be a conflict, the provisions of the Warranty and Policy Manual shall govern.

The descriptions, testing procedures, and specifications in this handbook were in effect at the time the handbook was approved for printing Ford Motor Company reserves the right to discontinue models at any time, or change specifications, design, or testing procedures without notice and without incurring obligation Any reference to brand names in this manual

is intended merely as an example of the types of tools, lubricants, materials, etc recommended for use Equivalents, if available, may be used The right is reserved to make changes at any time without notice.

WARNING: Many brake linings contain asbestos fibers When working on brake components, avoid breathing the dust Breathing

the asbestos dust can cause asbestosis and cancer.

Breathing asbestos dust is harmful to your health.

Dust and dirt present on car wheel brake and clutch assemblies may contain asbestos fibers that are hazardous to your health when made airborne by cleaning with compressed air or by dry brushing.

Wheel brake assemblies and clutch facings should be cleaned using a vacuum cleaner recommended for use with asbestos fibers Dust and dirt should be disposed of in a manner that prevents dust exposure, such as sealed bags The bag must be labeled per OSHA instructions and the trash hauler notified as to the contents of the bag.

If a vacuum bag suitable for asbestos is not available, cleaning should be done wet If dust generation is still possible, technicians should wear government approved toxic dust purifying respirators.

OSHA requires areas where asbestos dust generation is possible to be isolated and posted with warning signs Only technicians concerned with performing brake or clutch service should be present in the area.

Copyright © 2003 Ford Motor Company

SERVICE STANDARDS

Mission Statement:

All dealership personnel will treat every customer as a potential lifetime

purchaser, communicating a professional image which embraces honesty and concern for customer wants and needs.

first visit.

5. Service status provided within one minute ofinquiry

6. Vehicle ready at agreed upon time

7. Thorough explanation of work done, coveragesand changes

1. Appointment available within one day of the

customer’s requested service day

2. Write-up begins within four minutes of

arrival

3. Service needs courteously identified,

accurately recorded on Repair Order, and

verified with customer

These seven service standards provide a process and product value that are compelling reasons forowners to purchase and repurchase Ford or Lincoln-Mercury products These standards also help toattract new owners through favorable testimonials and improved owner satisfaction

Standard 4

“Fix It Right the First Time, on Time.”

The technician is the most important player when it comes to Standard #4.

Why

Customers tell us “Fixing It Right the First Time, on Time” is one of the reasons they woulddecide to return to a dealer to buy a vehicle and get their vehicles serviced

Technician Training

It is our goal to help the technician acquire all of the skills and knowledge necessary to

“Fix it Right the First Time, on Time.” We refer to this as “competency.”

Technician’s Role

Acquire the skills and knowledge for competency in your specialty via

— Ford Multimedia Training (FMT) — Instructor-Led

— Instructor-Led

The Benefits

The successful implementation of standards means

— Satisfied customers

— Repeat vehicle sales

— Repeat service sales

— Recognition that Ford and Lincoln/Mercury technicians are

“the Best in the Business”

Dealer-to-Customer Service Standards:

LESSON 1: INTRODUCTION

Objectives 1- 1 What is the Value of Safety? 1- 2 Introduction 1- 3 The Dealership Difference 1- 4 Ford Service Technician Brake Training 1- 5 Ford Dealership Special Tools and Equipment 1- 6 The Best Technicians Deserve the Best Parts 1- 7

LESSON 2: CUSTOMER RELATIONS

Objectives 2 - 1 Reasons to Improve Brake Sales 2 - 2 Why Do We Want This Brake Work? 2 - 3 Who is Doing This Work Now? 2 - 4 Using the Around The Wheel Report Card 2 - 5

“To Get Ahead, Plan Ahead” 2 - 6 Offer the Customer A Choice 2 - 7 Which Service Would you Buy? 2 - 8 Earn a Customer’s Trust and They Are “Your” Customer for Life 2 - 10

LESSON 3: REPLACEMENT BRAKE COMPONENTS

Objectives 3 - 1 Introduction to Ford and Motorcraft Parts 3 - 2 Ford Original Equipment Parts “When Only the Best Will Do” .3 - 3 Why Are Motorcraft Pads and Shoes Better than Aftermarket Brands? .3 - 4 Motorcraft Super Duty “Hard-Working Parts for Hard-Working Vehicles” 3 - 5 Straight Talk About Brake Rotors 3 - 6 Ford OE and Motorcraft Rotors verses Aftermarket Rotors 3 - 7 Technically Speaking 3 - 8

Class Summary Summary-1

Brake Diagnostics Job Aid

Technician Brake Training Job Aid

Brake Information Website List

Rotunda Order Sheet

ProCut PFM 9.0 On-Vehicle Brake Lathe Operators Guide

CONTENTS OBJECTIVES

INTRODUCTION

Upon completion of this lesson the student will

be able to:

– Identify the course objectives

− Describe the what advantages customers gain

by having brake service performed at Ford or

Lincoln-Mercury Dealerships when

com-pared to aftermarket repair facilities.

− Explain that Ford Brake Training is the most

advanced and comprehensive in the

automo-tive industry.

− Understand that Ford or Lincoln-Mercury

Dealerships are best equipped to perform

service on Ford/LM vehicles.

− Describe the basic advantages of Ford OE

and Motorcraft parts.

How much is the safety of your loved ones and yourself worth? In fact, the safety of those you love

is priceless isn’t it?

Most of us would never dream of cutting corners on any item that helps to ensure our safety Yet,how many of us trust the care and maintenance of one of the most important safety systems that wedepend on every day to personnel that often don’t have the training or expertise to ensure that

system is operating at its peak?

By now you might be wondering what system is being referred to It’s none other than the brakesystem on your car!

The brake system on any car is the most important safety system! Getting a car to move is important,but getting it to stop is critical Additionally, modern brake systems not only stop your car, but also isthe primary part of your vehicle stability assist and traction control systems too!

Yet how many drivers have their brakes serviced at muffler shops! Did the muffler shop technicianstake more than 100 hours of intensive hands-on and electronic training on both conventional andadvanced brake systems? Ford Brake Technicians do, and that is in addition to several web-basedtraining courses on basic and advanced brake systems!

Additionally, Ford Brake Technicians use the best parts available for your Ford car or truck! BothFord and Motorcraft parts are specifically designed and engineered for use on Ford vehicles Theymust meet standards that are set well above those of aftermarket brake parts

You don’t have a plumber work on the electrical system of your house, why would you have a muffler mechanic work on the brake system of your car?

WHAT IS THE VALUE OF SAFETY?

INTRODUCTION

The statement on the previous page was quite dramatic, yet it’s true?

• You are a Ford Brake Technician, how much training did you attend to become certified in

specialty 38?

• Do you think that Midas or Sears provides their brake technicians with the same level of training

on Ford vehicles? Not likely

• Modern vehicles no longer have just brake systems, they have complete Vehicle Motion ControlSystems Vehicle Motion Control Systems include anti-lock braking, stability assist, tractioncontrol, panic assist braking, and electronic brake distribution functions

Ford Motor Company invests millions of dollars each year training our technicians to be the best inthe industry

• You invest your valuable time by attending that training

• Ford technical training requires that you put forth your best efforts to become certified, so whywouldn’t you do your best to reap the rewards of your efforts?

• Brake service is one of the most common regular maintenance procedures performed on allvehicles

The objectives of this training is to:

Reduce the time required and improve the quality of your brake repairs

Identify more vehicles that need brakes

Explain the differences between Ford Original Equipment (OE), Motorcraft and aftermarket brakeparts

Demonstrate the use and operation of the Pro-Cut on-vehicle brake lathe

Develop a consistent source of quick and profitable repairs

THE DEALERSHIP DIFFERENCE

So why do drivers take their vehicles to muffler shops for brake service rather than to the

dealership?

As you know, many drivers perceive (often correctly or incorrectly) that dealership prices are muchhigher than those of aftermarket facilities Yet, what is the true value of the service the driver isreceiving?

• Ford and Lincoln-Mercury Dealership Technicians have the best training in the industry

• Ford and Lincoln-Mercury Dealerships are equipped with the special tools and equipment that isspecifically designed for Ford Vehicles

• Ford and Lincoln Mercury Dealerships offer genuine original equipment parts that are specificallydesigned for Ford Vehicles and meet the most rigorous standards in the industry

• Motorcraft brake parts programs allow Ford and Lincoln-Mercury Dealerships to price their brakeservice competitively with aftermarket facilities

These seem like bold statements, let’s look at the merit of each statement individually

Ford Service Technician Brake Training

As previously stated, Ford Brake Technicians must attend several courses to become certified Below

is the Specialty 38 Brakes Curriculum Map

BRAKES CURRICULUM MAP

Advanced Brake System Diagnosis and Service Instructor-Led

Training - Course Code 38S08T0

This map depicts the extent of Ford Brake Service Technician Training The training covers not onlythe operation, diagnosis, and service of basic brake systems, but also of advanced brake systemsincluding ABS, Traction Control, and Advance Trac stability assist systems

Without question, Ford Brake Technicians attend the best and most comprehensive training in theindustry

Ford Dealership Special Tools and Equipment

Typical Special Tools found at Ford Dealerships

As an experienced automotive technician, you undoubtedly have a substantial amount invested intoyour toolbox Why?

• Because you know that without the right tool, even the simplest repair procedure can become anexercise in frustration

• You also know that to do a job right, you need the right tool

Ford uses the same philosophy when equipping it’s Dealerships The tools found in the typical FordDealership incorporate the latest technology to meet the challenges of servicing the high-tech

vehicles of today You can see this commitment every day in your workplace, for example:

• Ford has provided each of its dealerships with a Pro-Cut on-vehicle brake lathe to ensure you havethe best equipment to turn rotors

• For also equips your dealership with special service tools specifically designed for brake repairs

on Ford and Lincoln-Mercury Vehicles

The Best Technicians Deserve the Best Parts

“The man who will use his skill and constructive imagination to see how much he can give for adollar, instead of how little he can give for a dollar, is bound to succeed” This quote by Henry Ford

is just as true today as it was when he founded the Ford Motor Company a century ago

With this in mind, the people of Ford Motor Company have created top-quality parts, while

providing the value today’s cost-conscience consumer demands

Ford offers two different types of brake components to your customers These are:

• Original Equipment (OE) - OE parts are the best that can be installed on a vehicle Engineering

OE parts requires years of research and are designed specifically for the year and model vehicle

on which they’re installed OE parts set the standard for the industry, and are unmatched forbalanced performance

• Motorcraft - Motorcraft brake components are designed for the driver that wants the best quality

at a competitive price

NOTES

CUSTOMER RELATIONS

CONTENTS OBJECTIVES

INTRODUCTION

Customer For Life.

Upon completion of this lesson the student will

be able to:

− Explain the reasons to improve brake sales.

− Identify competitors for brake service.

− Describe the importance of using the Ford

Around The Wheel Report Card

service sales plan.

for service sales.

CUSTOMER RELATIONS

WHO IS DOING THIS WORK NOW?

Ford has committed considerable effort and money into advertising tire sales Why? The answer issimple, when a driver thinks of tires they think of a tire store Do you know what tire stores sellother than tires?

• Brakes - (Currently our share of the brake service is 18%, the other 82% go elsewhere!)

• Alignments

• Shocks

• Batteries

• Suspension parts

So if more of these drivers come to your dealership, will they only need tires? Not likely!

• These customers have already disrupted their busy schedule to have their vehicle serviced Theirtime is important

• They know they need tires, and often suspect there are other issues If vehicle service is needed,and is identified during tires replacement, the customer will be inclined to have you perform thisservice Why?

− The customer has already disrupted their day, if possible they will not want to disrupt anotherday

− They know you are the expert on Ford and Lincoln-Mercury vehicles

− They expect dealership parts and service to be of a higher quality then they can get at anaftermarket facility

− Ford has priced it’s Motorcraft parts to be competitive with aftermarket parts, yet they aredesigned, engineered, and backed by Ford!

CUSTOMER RELATIONS

Brake Repairs in Your Shop

As a Ford Service Technician you are likely very aware of the “feast or famine” nature of the motive service business Most technicians say that they are either very busy (feast) or not busy

• 18% (635 of the 3,500 vehicles inspected) needed brakes NOW!

• 27% (945 of the 3,500 vehicles inspected) would need brakes near their next scheduled

maintenance check

This means that 1580 of the 3500 vehicles that came into the dealership needed brakes immediately

or would need them in a very short time!

Now let’s look at how the dealerships did in convincing the customers to have the brake serviceperformed

• 63% (400 of the 635 vehicles) that needed brakes NOW had a brake repair that day This meansthat 37% (235 of the 635 vehicles) left the dealership with bad brakes!

• 13% (123 of the 945 vehicles) that needed brakes near their next scheduled maintenance checkhad their brakes repaired that day

These statistics tell us that 235 vehicles left the dealership with brakes that immediately neededservice! Additionally, 822 vehicles left the dealership with brakes that needed to be serviced verysoon These statistics indicate that more than a thousand vehicles, some whose brakes may havebeen unsafe left the dealership!

The bottom line - More than 1 out of every 3 vehicles that leave your dealership need brake service!

Re sults of Brake Inspection on 3500 Vehicles

18%

27%

55%

635 Vehicles Need Brakes NOW

945 Vehicles Need Brakes at Next Service

CUSTOMER RELATIONS

Why Do We Want This Brake Work?

Obviously these vehicles brakes were serviced somewhere, so what could have been done to vate the customers to have them done at the dealership?

moti-Many customers believe that dealership prices are too high At one time this may have been the case,however in today’s competitive automotive service market it’s essential that we change this belief.Why?

• Over the past few years the amount of warranty work performed by dealerships is declining!

• The potential profit source of the service department in many dealerships has been

underestimated!

• Highly trained and skilled Ford Service Technicians repair vehicles for a living, not for a hobby.These technicians are paid by the amount of work they do each day Would they rather spend theirday earning money or standing around drinking coffee?

CUSTOMER RELATIONS

NOTES

CUSTOMER RELATIONS

Using the Around the Wheel Report Card

It is likely that every person attending this class today has flown on an airliner When boarding theplane, while the cockpit door is open, you will usually see the pilots looking at long checklists ofthings they must check and tasks that must be performed before taking off As you are probably wellaware, people that fly large airliners are reasonably intelligent and always have many years of flyingexperience So why do they use the checklists?

• The first reason is that they are professionals A professional in any field uses any and all toolsthat are available to help them perform their job more effectively People depend on their

profes-• This checklist, which is called the Ford Around the Wheel Report Card, reminds you to checkspecific components and systems on every vehicle Each of these items is important to the properoperation of the vehicle However, inspecting the brake system components are probably the mostcritical items on the list

• Just like the pilots, your customers respect your expertise and depend on your professionalism.For this reason it’s essential you complete an Around the Wheel Report Card on every vehicle thatcomes to your dealership

• Use of the Around the Wheel Report Card will increase immediate sales since it will identifypreventive maintenance items that require immediate service

• Even in those area’s where service is not required immediately, use of the Around the WheelReport Card helps you build a relationship with the customer You’ve told them when they shouldexpect to replace the brakes (or other vehicle components), and when replacement is neededthey’ll look to you, the expert that forecast the need, to perform the service

CUSTOMER RELATIONS

Using the Around the Wheel Report Card (continued)

However, use of the Around the Wheel Report must be consistent on all vehicles, regardless of

mileage

• If you start from the 1st 5k service your customers will expect the inspection whenever service isperformed

• If you only complete the inspection at higher mileage you lack credibility

• Service Advisors must inform customers at time of write-up that an inspection is part of yourservice

After all, failure of a brake system component can cause a safety concern that may be as hazardous

as a pilot not flipping that switch or turning that knob, and could result in a very short drive!

CUSTOMER RELATIONS

Offer the Customer A Choice

The automotive service business is a “need-based sales” service industry If the Around the WheelReport Card inspection indicates that a customer’s vehicle requires service, you have identified theirneed (brakes) It is then essential that you explain to the customer the advantages of having theirvehicle serviced at your dealership These advantages include:

• Convenience - The vehicle is already in your shop, making things convenient for your customer

• Expert Technicians - Ford Technicians are the best trained in industry (Ford Technicians score anaverage 15% higher on ASE tests than the industry average)

• Ford and Motorcraft Parts – Highest quality available for their vehicle

• Competitive prices - Motorcraft brake parts

However, one of the basic rules of need-based sales is to always offer the customer a choice!

If a customer only has the choice of saying yes or no well, as often as not they’re going to say no.For that reason it’s always important to offer the customer additional choices!

By offering the customer both the Ford OE Brake Service and the Motorcraft Brake Service youhave reduced the “No” option down to 1 of 3 choices rather 1 out of 2 That immediately increasesthe chances that the customer will give you their brake service business!

CUSTOMER RELATIONS

Offer the Customer A Choice (continued)

Explaining that your dealership has Factory-Trained Service Technicians and brake parts that arespecifically designed for their vehicles is also an additional incentive for the customer to have theirvehicle serviced now!

However, even offering the customer a choice in service will not always convince them to have theservice performed This is where a few words from the service technician can be critical To somecustomers having a service technician briefly explain their need will convince them that they shouldhave the service performed NOW!

CUSTOMER RELATIONS

Which Service Would you Buy?

Let’s take a look at different ways to present a brake service recommendation, and then you candecide which service you would buy!

Service Advisor explaining to customer their options for brake service:

“Ms Smith, I’ve explained to you which brake system components need to be replaced Now we can replace these parts with Ford Original Equipment brake system parts which would return your vehicle’s brake system to factory specifications for $XXX Would you like us to do that?”

This customer now only has two choices, yes or no The chances are at least 50-50 that “NO” will bethe answer

Now let’s look at a Service Advisor that uses the Motorcraft Option when explaining brake serviceoptions:

“Ms Smith, I’ve explained to you which brake system components need to be replaced Now we can replace these parts with Ford Original Equipment brake parts which would return your vehicle’s brake system to factory specifications.

However, here at Hometown Ford we can also offer you our premium Motorcraft Brake Service As you may know, Motorcraft parts are produced by Ford specifically for Ford Cars and Trucks These parts are designed to Ford specifications, yet are priced to be competitive with aftermarket brake parts We can offer you our Motorcraft Brake Service for only $XXX.

Mr Smith, both the Ford Original Equipment Brake Service and the Motorcraft Brake Service will provide you with the piece-of-mind of knowing your brake system has been restored to peak performance This service is performed by factory-trained Ford service technicians using parts that were specifically designed for your car/truck.

We can offer you the Ford Original Equipment Brake Service for $XXX, or the Premium Motorcraft Brake Service for $XXX, which would be better for you? “

CUSTOMER RELATIONS

The second presentation provides the customer with two choices and two prices to choose from Just

by offering them the second choice you’ve increased the likelihood that they’ll have their brakeservice performed at your dealership by 33% By emphasizing the skill of your technicians and thequality of your parts you’ll improve your chances even more!

Remember, brake service using Motorcraft Parts will be priced competitively with aftermarket brakeservices If the customer is hesitant about either service due to price, point that out, and emphasizethat correct brake operation is essential to vehicle safety!

Which Service Would you Buy? (continued)

CUSTOMER RELATIONS

Sales are an essential ingredient to every business Without sales all the tools in a technicians boxare just chrome eye-candy Without sales, every service advisor becomes just another pretty face.Without sales, the service department in any dealership becomes a financial drain

So whose job is it to get those sales? Think about it

• Ford and your dealership provides advertising to attract service customers

• Your dealership provides a facility, pays the utilities, insurance etc so vehicle service can beperformed

• The service advisor meets, greets, and advises the customer on their service needs

• The service technician performs the diagnosis and repairs the vehicle

In short, vehicle service sales are a team effort! Every member of the team must work together tocreate a satisfied customer that will return to your dealership

• However, keep in mind that without a plan, no team can operate at peak performance Imagine aprofessional football team trying to play a game without a plan!

• You are a professional too! You should have a plan on how best to gain and retain customers!

• This plan can be as simple as sending out reminder cards to customers when service is due ontheir vehicles and performing courtesy safety inspections Technicians should also be prepared toexplain why a vehicle needs a recommended service, as well as showing the customer the partsthat need replacement

“To Get Ahead, Plan Ahead”