Dan and Larry work as part-time service technicians at Willie's Auto Repair Center.
Dan works from 7:00 a.m. until 12:00 noon. Larry comes in at 12:00 noon and works
until 5:00 p.m. Both Dan and Larry are certified automotive technicians and have
worked at Willie's for less than one year.
A customer brought in her car at 7:00 a.m. one morning with two problems: the air
conditioner didn't work and there was vibration in the steering wheel. The manager
wrote up the job and told the customer that her car would be ready by 5:00 p.m. He
Igave the job to Dan. Dan decided to start with the steering problem. He checked the
suspension and the alignment, and he balanced the tires. At noon Larry came in to
work. Dan explained what he had done about the steering problem, and Larry took
over. He did an alignment and test drove the car, and the vibration was gone. He
went to work on other cars.
At 5:00 p.m. the customer returned to pick up her car. The manager got the work
order from Larry and noticed that nothing was noted down about work done on the air
conditioner. He asked Larry, and Larry said that he hadn't worked on it because Dan
hadn't said anything about it and the manager hadn't told him either. The manager
was angry that the air conditioner had not been fixed, and the customer was upset
because her car wasn't ready.
11. For which of the following reasons could
Larry be considered at fault in this
situation?
A.
B.
C.
D.
He didn't ask the manager about his
work assignments.
He didn't read the work order.
He should have asked Dan about the
air conditioner.
He should have checked to see if
there was a problem with the air
conditioner.
13. The owner of the auto shop wants to
avoid such problems in the future. Which
of the following steps would be helpful
preventing this type of situation?
1. have all mechanics work full time
2. increase supervision by the
manager
3. train the mechanics how to be
manage their time
4. review with the mechanics
use the work order form
1 and 2
