Quality Control Inspector Training Inspectors in charge of quality control tasks must realize what’s being evaluated and what constitutes expectations of the end product. Always begin with a review of the original complaint, then visually follow completed steps. Th e inspector should be looking at all components that were touched, fasteners torqued, lines and hoses secured, areas cleaned, etc. Finally, as climbing in and out of the cab usually leaves technician marks, always point out grease and oil left . Suggested Qualifi cations of Quality Inspectors Quality inspectors should be technically certifi ed and qualifi ed to repair and diagnose the repairs he/she is inspecting, and be well respected by the other technicians. In addition, quality inspectors need to be able to: • Deal with customers directly and be the “face of your facility.” • Approach other technicians in a professional manner and provide constructive coaching on any defects detected. • Analyze defect trends, determine root causes and implement programs to mitigate them. • Recognize needed process improvements and implement them. • Communicate the program outcomes and benefi ts to upper management in a professional manner. A service manager or shop foreman must then spot check each quality inspector. Checks should happen a fi xed number of times, but should be done randomly. Evidence of Inspection Leaving some form of evidence that shows the customer that quality control took place on the vehicle is always nice to add. Th is can be achieved in a number of fashions (e.g., card left in cab, inspection form attached to Independent Shops | customer copy of repair order, etc.). Evidence for the customer like this reassures them that the work has been performed and commits to a higher level of business satisfaction. Establishing a quality assurance program sets a measurable expectation for everyone involved in the repair process. Kenneth Calhoun is vice president of customer relations for Truck Centers of Arkansas (www.truckcentersar.com), a full-service dealership headquartered in North Little Rock, Ark. He serves as a service provider director at large on TMC’s board of directors and is the immediate past chairman of TMC’s S.16 Service Provider Study Group. TMC (www.trucking.org/Technology_Council.aspx) is North America’s premier technical society for truck equipment technology and maintenance professionals. Broader coverage. Better performance. Expanded line of U-joints from SKF Building on our industry-leading expertise in bearing and seal technology, SKF has updated our U-joint offering with broader coverage, including an expanded range of the high performance Brute Force line. • More part numbers for broader coverage of automotive, truck, agricultural and industrial applications • Improved catalog with key specifi cation information for easier parts identifi cation Ask for premium and high performance premium quality U-joints from SKF, a trusted supplier to automotive and truck professionals worldwide. Learn more at vsm.skf.com. VehicleServicePros.com/10123180 www.skfpartsinfo.tv @skfpartsinfo ® SKF is a registered trademark of the SKF Group | © SKF Group 2015
FleetMaintenance_June_2016
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