INDUSTRIAL TRAINING’S FINAL REPORT

PREPARED BY

SHARVINDIRAN RAMAYA

01DAD16F1009

AT

SIME DARBY AUTO BAVARIA SDN.BHD (BMW SERVICE CENTRE)

NO 3A, PERSIARAN KERJAYA SEKSYEN U1,

GLENMARIE, 40150, SHAH ALAM,

SELANGOR DARUL EHSAN.

This report is submitted to

Mechanical Engineering Department

as partial fulfilment of the requirement for the

Award Diploma in Mechanical Engineering

(AUTOMOTIVE)

POLITEKNIK UNGKU OMAR

DECEMBER 2018
 DEDICATION

Specially for Mechanical engineering (automotive) lecturers, Ungku Omar

Polytechnic lecturers, BMW Sime Darby Auto Bavaria Sdn.Bhd staffs, Supervisors,
colleagues, my family and all those involved in providing guidance, support and
encouragement in producing a complete industrial training final report.

ii
 APPRECIATION

I first wish to thank BMW Sime Darby Auto Bavaria for giving me the opportunity
to undergo my industrial training at the service centre in the warranty department
from 10 December 2018 till 26 April 2019 with the hope that the training given to
me will be useful in the future. Besides that I would also like to thank Mr. Anthony
a/l David Head of After Sales, Mr. Boon Yi Ping Head of Workshop, Mr Richard Ho
Workshop Supervisor and Mrs. Fauziah Misfar Senior Supervisor of Warranty
Department.

I am also grateful to the Ungku Omar Polytechnic lecturers, especially the

automotive mechanical engineering lecturers who gave me guidance in preparing this
report well. Not forgetting about my beloved father, mother and siblings who gave
me a lot of contribution by giving me moral support and financial assistance
throughout the preparation of this industrial training final report. Finally, I would like
to thank all at BMW Sime Darby Auto Bavaria Sdn. Bhd who helped me in
completing my industrial training successfully.

Thank you.

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 ABSTRACT

This report is summary of all the work experience I have been able to gather during
my Industrial Training programme at Bmw Sime Darby Auto Bavaria Sdn.Bhd. This
report contains some of the daily data key-in and warranty parts checking by my
department to ensure parts claimed warranty are claimable with proof. This report is
separated into chapters with each chapters from Chapter 3 to Chapter 5 stating
everything I learnt in this car service centre working at the warranty department. This
report also contains what is taught by my supervisors and co-workers I worked with
and information I got from online during my Industrial Training in this agency. In
conclusion, this technical report is summary of what I learnt during my Industrial
Training programme.

(125 Words)

iv
 LIST OF CONTENTS

CHAPTER TOPIC PAGE

Title Page
Dedication ii
Appreciation iii
Abstract iv

List of Contents v

List of Figures viii

List of Tables xii

List of Charts xiii

Appendices xiv

1 INTRODUCTION

1.1 Introduction 1

1.2 Industrial Training Objective 2

1.3 The Important of Industrial Training to Student 2

2 COMPANY BACKGROUND AND ORGANIZATION

STRUCTURE

2.1 BMW Sime Darby Auto Bavaria Organization

Background 4

2.2 Vision and Mission 6

2.3 Company Structure 6

2.4 Organization Structure Map 7

2.5 Overview of Sime Darby Motor Division 8

v
CHAPTER TOPIC PAGE
2.6 Executive Leadership of Sime Darby Motor
Division 8

3 WEEKLY JOBS SUMMARY

3.1 First Month 9

3.2 Second Month 10

3.3 Third Month 11

3.4 Fourth Month 11

3.5 Fifth Month 12

4 TECHNICAL CONTENTS

4.1 Invoicing a Job Card 14

4.1.1 Autoline 14

4.1.2 Job Card 14

4.1.3 Procedures to close a service claimed Job Card 17

4.1.4 Advantages of using Job Cards 31

4.2 Conditions to close a Job Card 31

4.2.1 Photographs 33

4.2.2 Defect codes and Diagnostic Codes 37

4.3 Electronic Document Management (EDMS)

documentation process 39

4.3.1 Printing out Geographic Information System

(GIS) claim report 39

4.3.2 Finding a specific Vehicle’s Gate Pass 42

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CHAPTER TOPIC PAGE
4.3.3 Stacking up completed EDMS 46

4.4 Warranty Store 48

4.4.1 Warranty Store Management 48
4.4.2 Expensive Parts and Warranty Tags 53
4.5 Tyre Warranty 55
4.5.1 Tyre Warranty Inspection process 56
4.5.2 Defects on Tyre 58
4.5.3 Arrangement of Tyres 62

5 FINDINGS AND RECOMMENDATIONS

5.1 Findings 64
5.2 Recommendations 65

6 CONCLUSION 66

Bibliography / Reference 67

vii
 LIST OF FIGURES

FIGURE ITEM PAGE

2.1 Map showing BMW Sime Darby Auto Bavaria Sdn.Bhd 5
2.2 Map showing Glenmarie, Shah Alam 5
4.1 Stack of Job Cards 15
4.2 Example of Vehicle service Job Card 15
4.3 The printing of Technician Clocking Time 17
4.4 Repair order 17
4.5 AIR Webpage 18
4.6 Technician Clocking Time 19
4.7 Shipping list 19
4.8 Key Data Sheet 20
4.9 Dynamic Timeline in AIR 20
4.10 Technical Campaign in AIR 21
4.11 Operation Report 22
4.12 OBD Port in BMW Vehicle 22
4.13 ICOM used to diagnose BMW Vehicle 23
4.14 Welcome Note 23
4.15 Service Reception Check List of a Vehicle 24
4.16 Checking KSD 25
4.17 Selecting Contract in Autoline 25
4.18 Arranging the present Jobs 26
4.19 After arranging the present Jobs 27
4.20 Checking Gate pass for a Vehicle 27
4.21 The first step to printing Invoice 28
4.22 The second step to printing Invoice 28
4.23 Third step to printing Invoice 29
4.24 Fourth step to printing Invoice 29
4.25 Invoice printed 30

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4.26 EDMS Check List 30
4.27 Conditions to close a service claimed Job 32
4.28 Conditions to close a Wiper Blade Warranty 32
4.29 Conditions for Radio Remote Battery 33
4.30 Vehicle’s Registration Number, Chassis Number and
Mileage 34
4.31 Complete Vehicle’s Identity 34
4.32 Detected Leaking Parts 34
4.33 Leaking Vacuum Pump 35
4.34 Front Rotary Oil Seal Leaking 35
4.35 Part Number of Technical Campaign Parts 36
4.36 Serial Number of Technical Campaign Parts 36
4.37 Defect Code shown in KSD 37
4.38 Defect Codes are written at the Notes section of a Job Card 38
4.39 Defect codes of different Repairs are noted down for future
use 38
4.40 Diag Code obtained from Operation Report is written in
the notes section of a Job Card with it’s Defect Code 39
4.41 Logging into SAP Web Application server 40
4.42 Homepage of BMW Group GIS Dealer Workplace
to GIS Claims 40
4.43 Checking status of approval for GIS Claim after searching
for respective Chassis Number and Repair Date 41
4.44 Printing out Approved GIS Claim Report 41
4.45 Writing down the GIS Claim Number on top of the
Invoice Number 42
4.46 Obtaining the Gate Pass done from Autoline history for
a specific Job 43
4.47 Getting a Gate Pass from a stack of Gate Passes 43

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4.48 A specific Vehicle’s Gate Pass obtained from the stack 44
4.49 Example of a Complete Gate Pass 44
4.50 Example of a Manual Gate Pass pasted on A4 Paper 45
4.51 Gate Pass and GIS Claim Report ready to be attached to
to the completed Job Card 45
4.52 All documents arranged accordingly 46
4.53 The Invoice Number and Date of Invoice is labelled in
front of the Completed EDMS 47
4.54 30 Invoices are arranged in a Stack 47
4.55 Incomplete EDMS with complaints noted in the front page
are returned to CSO to be completed 48
4.56 A set of Warranty claimed Engine 49
4.57 Some of the big Parts that are not kept in the shelf 50
4.58 The five Levels of Shelf arranged marked in the red circle 50
4.59 Parts arranged accordingly to their respective Repair Dates
Month Shelfs 51
4.60 Batteries arranged at one side of the Warranty Store
according to their Repair Dates 51
4.61 Parts arranged from the cheapest to expensive from Level
One to Level Five 52
4.62 Parts completed with Warranty Tags 52
4.63 Preparing new Warranty Tags for expensive Parts 53
4.64 Expensive Parts List 54
4.65 BMW Malaysia Parts requesting Document 54
4.66 Example of a Tyre Job Card 55
4.67 Tyre Warranty Shipping List 56
4.68 A complete Tyre Warranty Tag 57
4.69 First Tread measurement of Tyre 57
4.70 Second Tread measurement of Tyre 58

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4.71 Recording the Information in a Log Book 58
4.72 Tyre Defect marked with Yellow Crayon 59
4.73 Tyre Bulging Defect 60
4.74 Tyre Patching Defect 60
4.75 Tyre punctured by Sharp Object 61
4.76 Tyre Nail Defect 61
4.77 Different Tyre Bulging Defect 62
4.78 Tyres labelled with their Repair Date’s Month 63
4.79 Tyres arranged accordingly to their Repair Date’s Month 63

xi
 LIST OF TABLES
TABLE ITEM PAGE
2.1 Overview of Sime Darby Motor Division 8

xii
 LIST OF CHARTS

CHART ITEM PAGE

2.1 Organization Structure Map 7
2.2 Executive Leadership of Sime Darby Motor Division 8

xiii
 APPENDICES

Completion Letter of Industrial Training

xiv
xv
CHAPTER 1 : INTRODUCTION

1.1 Introduction

As a partial fulfillment of the requirement for the award Diploma in Mechanical

Engineering (Automotive), as a student must at least take one session of Industry
Training or practical at an organization that have been recognised by the Polytechnic
for the student. Industrial training will be progress for five month or twenty weeks at
the organization where the student taking their practical. All of the polytechnic
student at Malaysia Education Ministry have executed the system which giving the
entire Polytechnic student ten times credit for doing the Industry Training. I have
been accepted by a company name BMW Sime Darby Auto Bavaria Sdn.Bhd which
the Head Quarters was located at Glenamarie, Shah Alam. The training session has
been progress for five month from the beginning of 10 December 2018 until 26 April
2019. The training session was started at the service centre in the Head Quarters,
Glenamrie itself located near Sultan Salahuddin Abdul Aziz Shah Polytechnic.

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1.2 Industrial Training Objective

Industrial training is the most important condition that is required for every students
of Polytechnic Ungku Omar, Ipoh before they are eligible to be considered for the
award of Diploma. Each student must pass through the training session before
graduating. The student who failed shall repeat the training session.

1.2.1 Objective of Industrial Training such as:

• Allowed the students to expose to the real environment of employment.

• Fostering a sense of working in a team as the member of a company and to
enhance a closer relationship at workplace.
• Enable the students to observe and compare the connection between
theoretical and practical learning session during the training.
• To adopt attitudes to comply the company’s rule sand safety procedures
during the training.
• Improving the trustworthy between the officer and responsibility character of
the students during the training.

1.3 The Important of Industrial Training to Student

1.3.1 The important to student is such as:

The student can discipline themselves in matters that is relating to the employment
for example : attendance, timeliness, perseverance, interested for the work done,
accepted and carried out the instructions properly.

• Enable the students to have good communication skills to help themselves to

adapt to a given task and also can improving the quality of work based on the
work experiences.

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• The students can gain more information from a company that they signed up.
Therefore, they are able to learn the different theory and help them to practice the
knowledge or works.
• Enable the students to improve the self-learning during the industrial training.
• Students can learn and practice the new knowledge where they can gained from
the company based on learning acquired then they might compared for their
studies session at the class.

3
CHAPTER 2 : COMPANY BACKGROUND & ORGANIZATION
STRUCTURE

2.1 BMW Sime Darby Auto Bavaria Organization Background

Established in 1988, Auto Bavaria, a division of Sime Darby Auto Bavaria Sdn
Bhd, is the biggest retail and service organisation for BMW, MINI and Motorrad in
Malaysia. Over the years, they have successfully built BMW into one of the most
desirable luxury automotive brands in the country.

Today, Auto Bavaria's nationwide network infrastructure comprises five

branches, namely Glenmarie, Sungai Besi, Kuala Lumpur, Penang and Johor Bahru.
Auto Bavaria Glenmarie and Penang also houses the BMW Motorrad and MINI
showroom. In addition, BMW Premium Selection centre is in Glenmarie and Kuala
Lumpur. Every Auto Bavaria branch is staffed with passionate professionals
dedicated to providing world-class sales and aftersales service that exceed
expectations.

In benchmarking themselves against the best BMW dealers in the world, they
make customer satisfaction the top priority at Auto Bavaria. They record possibly the
highest man-hours in training annually in the local automotive industry to keep their

4
staff on top of the latest innovations and technologies and constantly review
processes to improve efficiency. [1]

Figure 2.1 : Map showing Bmw Sime Darby Auto Bavaria Sdn.Bhd

Figure 2.2 : Map showing Glenmarie, Shah Alam

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2.2 Vision and Mission

The company’s mission is to develop a winning portfolio of sustainable

businesses. At the same time to deliver superior financial returns through operational
excellence and high performance standards.

The company subscribe to a good corporate governance and high ethical

values. They also provide an environment for our people to realise their full
potential.

2.3 Company Structure

• Ramsay Sime Darby Health Care Sdn Bhd (RSDH).

• Sime Darby Global Services Centre.
• Sime Darby Lockton Insurance Brokers Sdn Bhd (26364-U)
• Sime Darby Plantation Berhad

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2.4 Organization Structure Map

Managing
Director

Manager

Office Spare Part Store

Parts Senior
Account Department Sales Department
Supervisor

Purchasing Administration Parts Supervisor

Department

IT Parts Officers
Workshop &
Showroom

Senior Warranty Workshop Customer Service

Supervisor Supervisor Officer

Warranty Officers Job Controller Cashier

Technician Team Leader Front Desk Officers

Driver / Chauffeur Technical Support

Chart 2.1 : Organization Structure Map

7
2.5 Overview of Sime Darby Motor Division

Presence in markets across Asia 9

Pacific
Average vehicles sold per year 80000

Some of Representing Automotive BMW, MINI, Rolls Royce, Jaguar,

Brands Land Rover, Ford, Peugeot,
Volkswagen, Audi, McLaren,
Porsche, Ferrari, Lamborghini,
Hyundai, Kia, Mazda, Suzuki,
Mitsubishi, Nissan, Jac Motors,
Hino, Mack, Volvo, Fuso, Hertz,
Thirfty, Alfa Romeo, & Fiat.
Table 2.1 : Overview of Sime Darby Motor Division

2.6 Executive Leadership of Sime Darby Motor Division

Dennis Ho Andrew Basham

(Managing Director) (Managing Director, Motor Division)

Jeffri Salim Davidson Jeffrey Gan Chiew Boon

(Groups Chief Executive Officer) (Managing Director)
Chart 2.2 : Executive Leadership of Sime Darby Motor Division

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CHAPTER 3 : WEEKLY JOBS SUMMARY

As a student of Polytechnic, Industrial Training is the requirement for award of

Diploma, a student must write down the information and data about the knowledge
or work that the student have faced, went through, learnt and hear during the
Industrial Training. To make sure marking work or evaluation more easily, the
activity has been made weekly in their months respectively.

3.1 First Month (10 December 2019 – 31 December 2019)

WEEK ONE ( 10 December 2019 – 16 December 2019)

• Introduction to company staffs and departments.
• Learning safety precautions and procedures in my department.
• Knowing use of documents for warranty purposes.
• Learning the documentation process.

WEEK TWO ( 17 December 2019 – 23 December 2019)

• Preparing warranty tags for disposal parts in warranty store.
• Learning documents needed in a job card.

WEEK THREE ( 24 December 2019 – 30 December 2019)

• Learning what is needed to close a service claimed job card.

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 • Printing out geographic information system(GIS) claim reports.

WEEK FOUR ( 31 December 2019 – 6 January 2019)

• Closing Service warranty job cards.
• Documentation for closed job cards.
• Closing Technical Campaign job cards.

3.2 Second Month ( 7 January 2019 – 3 February 2019)

WEEK FIVE ( 7 January 2019 – 13 January 2019)

• Documentation of closed job cards.
• Closing service claimed job cards.
• Learning simple repair job cards.

WEEK SIX ( 14 January 2019 – 20 January 2019)

• Tagging warranty parts in warranty store.
• Recording received warranty parts in a log book.
• Closing service claimed and simple repair claimed job cards.

WEEK SEVEN ( 21 January 2019 – 27 January 2019)

• Arranging warranty parts in warranty store.
• Documentation of closed job cards.
• Closing simple repair and service claimed job cards.

WEEK EIGHT ( 28 January 2019 – 3 February 2019)

• Returning incomplete job cards to customer service officers during
documentation process.
• Documentation of completed job cards.
• Closing service and simple repair job cards.
• Working in warranty store.

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3.3 Third Month ( 4 February 2019 – 3 March 2019)

WEEK NINE ( 4 February 2019 – 10 February 2019)

• Checking defects on tyres.
• Measuring tyre thread depth using tyre depth gauge.
• Documentation of closed job cards.
• Closing service and simple repair claimed job cards.
WEEK TEN ( 11 February 2019 – 17 February 2019)
• Finding and packing of warranty disposal parts to be sent to Germany HQ per
requested.
• Finding disposal warranty parts as per their chassis and part number.
• Closing service and simple repair claimed job cards.
• Documentation of closed job cards.

WEEK ELEVEN ( 18 February 2019 – 24 February 2019)

• Finding gate pass date of a specific vehicle in security’s log book if the date
is not present in Autoline.
• Recording and checking if a disposal part and its warranty tag match and is
complete.
• Closing service and simple repair claimed job cards.

WEEK TWELVE ( 25 February 2019 – 3 March 2019)

• Write down CN Number, dates and repair dates on parts warranty tags in
warranty store taken from Autoline.
• Documentation of closed job cards.
• Closing service and simple repair job cards.

3.4 Fourth Month ( 4 March 2019 – 31 March 2019)

WEEK THIRTEEN ( 4 March 2019 – 10 March 2019)

• Learning to read major repair claimed job cards.
• Knowing documents needed for major repair claimed job cards.
• Closing service and simple repair claimed job cards.

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WEEK FOURTEEN ( 11 March 2019 – 17 March 2019)
• Learning to read major repair claimed operation reports.
• Learning to read major repair claimed technician reports.
• Asking technicians for clarification of major repair claimed jobs done.
• Closing service and simple repair job cards.

WEEK FIVETEEN ( 18 March 2019 – 24 March 2019)

• Asking customer service officers for clarification of major repair claimed
jobs done.
• Closing service and simple repair job cards.
• Working in warranty store.
• Checking tyres in satellite warranty store.

WEEK SIXTEEN ( 25 March 2019 – 31 March 2019)

• Job cards with gate pass in Autoline or security’s log book but gate pass can’t
be found are returned to cashier to issue manual gate pass.
• Documentation of closed job cards.
• Closing simple and major repair claimed job cards.

3.5 Fifth Month ( 1 April 2019 – 26 April 2019)

WEEK SEVENTEEN ( 1 April 2019 – 7 April 2019)

• Identifying if FRU can be claimed warranty for a major repair claimed job
cards.
• Checking if a FRU claimed has inclusive FRUS to make the warranty
claimed approved.
• Closing simple and major repair claimed job cards.

WEEK EIGHTEEN ( 8 April 2019 – 14 April 2019)

• Knowing different types of defect codes used for different types of defects.
• Using Diagcode to find defect codes.
• Documentation of closed job cards.
• Closing all types of warranty claimed job cards.

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WEEK NINETEEN ( 15 April 2019 – 21 April 2019)
• Using the defected part name to find for defect code in Komputer Service
Desk (KSD).
• Closing all types of warranty claimed job cards.
• Working in warranty store.
• Documentation of closed job cards.

WEEK TWENTY ( 22 April 2019 – 26 April 2019)

• Documentation of closed job cards.
• Checking tyres in satellite warranty store for defects.
• Working in warranty store.
• Closing all types of warranty claimed job cards.

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CHAPTER 4 : TECHNICAL CONTENTS

4.1 Invoicing a Job Card

4.1.1 Autoline

Autoline is the main software used in Auto Bavaria BMW Service Centre,
Glenmarie dealer. It is a flexible, scalable solution that can support the day-to-day
management of an entire dealership, from small single site operations to multi-site,
multi-franchise organisations and everything in between.

4.1.2 Job Card

A job card refers to a work orders also known as a repair order. These job card
details the work required on a specific vehicle including maintenance, customer
concerns and recall campaigns. In service departments, the job card is completed
after a vehicle check is done. It checks for obvious issues, overdue maintenance, and

14
notes any minor or major damage on the car. Concerns from the walkaround may be
part of the work requested on the job card. [2]

Figure 4.1 : Stack of job cards

Figure 4.2 : Example of Vehicle Service job card

Figure 4.1 above shows a stack of job cards to be invoiced. According to

figure 4.2 above, a job card gives details of the time taken to do a piece of work and

15
the parts used in the process. The job card can be used to allocate labour and material
cost to a specific job. They are used to send job details to technicians out in the
workshop and to get information back about the work done on each job. Operations
that are on the job card include information that is gathered from other applications
and describe the following aspects of the work such as :

• Details of the labour and information about warranty claimed and

labour cost that are required for the job.
• The materials that are required to complete the work include parts
that are available from the Elektronisch Teile Katalog also known
as Electronic Parts Catalog (ETK). This is a CD-ROM with all the
parts listed and shows most with exploded views. Includes
accessories and some parts information bulletins.
• Service items and procedures required to complete the work which
can include unit costs and vendor information if they are available.
• Photos, soft copy of videos, visual diagnose reports or approval
from higher officials as a prove to claim certain warranties.
• Customers approval for the job to be carried out.

The first step after receiving a job card is recording the date received, repair
order number, vehicle registration number, vehicle chassis number, and customer
service officer’s name in a warranty entry log book. Secondly separate them in stack
of 20 job cards to be invoiced for easy access to warranty officers to keep count of
the number of job cards they have in hand. After taking a stack of job cards , a
warranty officer will have to print a document known as technician clocking time
using the Autoline.

Technician clocking time serves as document to show the technician name

who have done the specific job stated in the job card. It shows the starting and ending
time of a job done by the technician. This document is used by a warranty officer to
refer the stated technician in case of any clarification for the job done if it is warranty
claimable . The Figure 4.3 below shows the printing of technician clocking time.

16
 Figure 4.3 : The printing of technician clocking time

4.1.3 Procedures to close a service claimed job card.

There are several procedures to close a simple service claimed job card such as
the following with the necessary documents needed :

a) Repair order

Figure 4.4 : Repair order

17
 The Figure 4.4 above shows the repair order of a job card. The repair order
shows the latest mileage the car has travelled, vehicle’s registration date,
registration number, vehicle’s chassis number, date of repair order printed,
customer service officer in charge name, labour and job done. A warranty officer
should check all the information if they are valid information and know the types
jobs that are assigned for the specific vehicle.

b) Aftersales Information Research (AIR)

Figure 4.5 : AIR webpage

The figure 4.5 above shows the Aftersales Information Research (AIR)
webpage, a system that bundles all the information relevant for the workshop and
makes it available to the user clearly at a glance. Time consuming new registrations
and search in the different old systems are cancelled. In addition to vehicle related
information such as vehicle details, optional equipment, retrofitting, service contracts
or service history all the necessary information for the restoration/repair of the
vehicle, for example Technical Campaigns, PuMA measures, repair instructions,
parts, flat rate units are also directly accessible.

A warranty officer should be able to check if the information in repair order is

valid using the AIR system.

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c) Technician Clocking Time

Figure 4.6 : Technician Clocking Time

Figure 4.6 above shows the technician clocking time document which is used
to inspect the time technician clocked in an out for the job done is accurate and
reasonable by a warranty officer.

d) Shipping List

Figure 4.7 : Shipping list

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 The figure 4.7 above a shipping list for oil service claimed job card. In a
shipping list, a warranty officer should check the time item is taken from the spare
part inventory is after diagnose by the technician clock in timing and key data in
aftersales information research (AIR). At the same time to make sure the items part
number is matching as in AIR for the specific vehicle model.

e) Key Data

Figure 4.8 : Key Data sheet

The figure 4.8 above shows the key data taken from aftersales information
research (AIR) system for a warranty officer to inspect if the vehicle’s specific
details is valid. Moreover, to check the due of service for the vehicle and if technical
campaigns are available for the vehicle.

Figure 4.9 : Dynamic Timeline in AIR

20
 The figure 4.9 above shows the dynamic timeline in AIR system of the specific
vehicle by searching it’s specific chassis number. The dynamic timeline is a status
bar which shows if service of the vehicle is due or not. If the dynamic timeline shows
status is yellow or red colour, it indicates that the service is due. If it shows status in
green colour, it indicates there is still time for service to due and in good condition.
This dynamic timeline is printed and attached as part of the key data. A warranty
officer will check if the dynamic timeline and key data in job card is similar as in the
AIR system.

Figure 4.10 : Technical Campaign in AIR

The figure 4.10 above shows the technical campaign number and its
availability in the aftersales information research (AIR) system. A warranty officer
will check if the car has a technical campaign available in the system and job card’s
key data to ensure the job done is warranty claimable.

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f) Operation Report

Figure 4.11 : Operation report

The figure 4.11 above shows the operation report document attached in a job
card. The operation report is a diagnose run by the technician using Integrated
Service Technical Application(ISTA/d) BMW system after connecting an Integrated
Communication Optical Module (ICOM) to the specific vehicle’s On-board
diagnostics(OBD) port. Figure 4.12 and 4.13 below shows the ICOM and OBD port
of BMW vehicle.

Figure 4.12 : OBD port in BMW vehicle

22
 Figure 4.13 : ICOM used to diagnose BMW vehicles

The operation report is one of the most important document in a job card. A
warranty officer will have to check if the diagnose run by the technician for the job is
correct and the information needed for the warranty claim is all included such as
diagcode if necessary for mostly electrical components related parts. For a vehicle
going through service, the car will be reset after service done which will be shown in
the operation report to assure service is done for the specific vehicle.

g) Welcome Note

Figure 4.14 : Welcome note

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 The figure 4.14 above shows the welcome note document in a job card.
Welcome note is write down any notes regarding the vehicle for technicians and
warranty officers to know about. There is also a column for customer to write down
their complains regarding the vehicle or any request to be done.

h) Service Reception at the car (RATC)

Figure 4.15 : Service Reception check list of a vehicle

The figure 4.15 above shows the service reception at the car check list (RATC)
attached in a job card. This document is filled up by the customer service officer
when receiving the customer’s vehicle to assure there no extra damage or complain
to the customer’s vehicle when being returned. A warranty officer will check if the
RATC form is filled up to make sure there is no unnecessary warranty being claimed
for the specific vehicle.

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i) Checking Komputer Service Desk (KSD)

Figure 4.16 : Checking KSD

The figure 4.16 above shows the Komputer Service Desk (KSD), a CD-ROM
that include the defect codes and flat rate labour units BMW allows for the warranty
repair of defects. Parts number and the amount of engine oil needed for the specific
vehicle also can be checked in KSD. A warranty officer will check if the engine oil
amount specified in KSD and the key data attached in jo card is similar.

j) Selecting contract in Autoline

Figure 4.17 : Selecting contract in Autoline

After checking if all the documents are complete, printing invoice will be the
next step. Firstly a warranty officer will have to select a contract after entering the
repair order number. There will two or sometimes three contracts available for a
specific vehicle usually service contract package and repair contract package. When

25
closing a service job card, a warranty officer will have to select the service contract
package.

k) Arranging the present jobs

Figure 4.18 : Arranging the present jobs

The Figure 4.18 above shows arranging the service jobs done in different
grouping. This procedure is to separate the types of job done to later on use different
defect codes for different grouping. At the same time to make the invoice look neat.

The Figure 4.19 below shows after arranging the service jobs done in different
grouping. Next a warranty officer should go through the Autoline once by checking
if the account number for service job is correct with the Auto Bavaria, Glenmarie
dealer. Then making sure the job is ended before checking the specific vehicle’s
service history.

26
 Figure 4.19 : After arranging the present jobs

l) Checking the vehicle’s gate pass

Figure 4.20 : Checking gate pass for a vehicle

The figure 4.20 above shows checking the specific vehicle’s gate pass to find
out if the car already went out of the workshop or not. This date is noted in the job
card for the later documentation process to find the gate pass document. A warranty
officer will get this date in File History.

27
m) Printing invoice

Figure 4.21 : The first step to printing invoice

The figure 4.21 above shows the first step to printing invoice which is
choosing what type of document that is needed to print and entering the specified
mileage in key data.

Figure 4.22 : The second step to printing invoice

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 The figure 4.22 above shows the second step to printing invoice which is to set
the details in header. The five most important information to be set in header is
contract number, registration date, repair date, mileage and warranty type. The other
information will be automatically generated. The warranty type for service is BSRI.

Figure 4.23 : Third step to printing invoice

The figure 4.23 above shows the third step to printing invoice which is to fill
up defect codes in lines. The lines separate each grouping as per arranged
respectively. Each line should have either labour lines or parts claimed so that it can
have a defect code chosen accurately by the warranty officer.

Figure 4.24 : Fourth step to printing invoice

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 The figure 4.24 above shows the fourth step to printing invoice which is to
write comments related to jobs done for this job cards in the comment section.

Figure 4.25 : Invoice printed

The figure 4.25 above shows that after filling up the comment section and
clicking save button, the invoice will be printed and warranty claim will be process
to BMW Malaysia.

n) Attaching EDMS check list for a closed job

Figure 4.26 : EDMS check list

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 The figure 4.26 above shows the EDMS check list to be attached to a closed
job card at the front followed by the invoice. The purpose of the EDMS check list is
to tick the box if the documents needed is present and write remarks below if the
documents needed is not present. The date of invoice printed and invoice number is
also written at top of the check list. Finally, the job card is successfully invoiced and
completed.

4.1.4 Advantages of using Job Cards

• Provides First Hand Job-Related Information

• Helps in Creating Right Job-Employee Fit
• Guides through Performance Evaluation and Appraisal Processes
• Helps in Analyzing Training & Development Needs
• Helps in Deciding Compensation Package for a Specific Job

4.2 Conditions to close a Job Card

A job card has many rules and conditions to be followed before invoicing it
according to the type of job prescribed in the job card. A warranty officer should
follow all the steps accordingly to make sure the job card invoiced is approved by
BMW Malaysia. If once the job card is rejected a senior warranty officer supervisor
will have to appeal to see if the rejected invoice can be claimable. To avoid this, a
warranty officer should be very aware and attentive when invoicing a job card.

Figure 4.27, figure 4.28 and figure 4.29 below shows some examples of the
conditions and steps to checked before invoicing a job card and claiming warranty.

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Figure 4.27 : Conditions to close a service claimed job

Figure 4.28 : Conditions to close a wiper blade warranty

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 Figure 4.29 : Conditions for a radio remote battery

4.2.1 Photographs

Most of the minor and major mechanical repairs will require photographs
taken as a supporting document and to be attached to a job card so when there is an
inquiry from BMW Malaysia about any warranty claimed, the photographs will be
used as proof. The photographs required are the specific vehicle’s registration
number, chassis number, mileage, defect of parts in the vehicle and serial number of
parts ( if necessary and usually required in technical campaigns) such as the figure
4.30, figure 4.31, figure 4.32, figure 4.33, figure 4.34, figure 4.35 and figure 4.36
shown below.

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Figure 4.30 : Vehicle’s registration number, chassis number and mileage.

Figure 4.31 : Complete vehicle’s identity

Figure 4.32 : Defected leaking parts

34
 Figure 4.33 : Leaking vacuum pump

Figure 4.34 : Front rotary oil seal leaking

35
Figure 4.35 : Part number of technical campaign parts

Figure 4.36 : Serial number of technical campaign parts

36
4.2.2 Defect codes and Diagnostics Codes

The defect codes are codes taken from KSD to determine a defect detected and
repaired in a specific vehicle for a job. Different types of job have their respective
defect codes even if they are in one specific vehicle. A warranty officer should be
able to determine the defect code to be used for the specific job according to the job
done so the warranty claimed is to be approved.

Diagnostic code (Diag Code) is a certain code obtain from the operation report.
These codes that the car’s OBD system uses to notify about an issue. Each code
corresponds to a fault detected in the car. When the vehicle detects an issue, it will
activate the corresponding trouble code. A vehicle stores the trouble code in it’s
memory when it detects a component or system that’s not operating within
acceptable limits. The code will help to identify and fix the issue within the car. [3]

A warranty officer will use the Diag Code obtained to determine the defect
code to be used for the specific repair. Diag Code is mostly obtained for any
electrical mechanism faulty or electrical related part faulty in the specific vehicle.
This Diag Code is one of the conditions to be considered before invoicing a job card.
Figure 4.37, figure 4.38, figure 4.39, and figure 4.40 below show some examples of
defect codes and diagnostic codes used.

Figure 4.37 : Defect code shown in KSD

37
 Figure 4.38 : Defect codes are written at the notes section of job card.

Figure 4.39 : Defect codes of different repairs are noted down for future use.

38
 Figure 4.40 : Diag Code obtained from operation report is written in the notes
section of a job card with it’s defect code.

4.3 Electronic Document Management System (EDMS) documentation process

EDMS documentation process is the procedure after invoicing a job card. This
process includes printing out Geographic information system (GIS) claim reports,
finding a specific vehicle’s gate pass, stacking up completed job cards. These are the
final procedures before submitting completed EDMS to BMW Malaysia.

4.3.1 Printing out Geographic Information System (GIS) claim report

This process is always done in the morning by warranty officers because a

completed job card only will be known if it is approved or rejected the next morning
after being invoiced the previous day. Geographic information system (GIS) claim
report is a document that shows the items claimed and if it is approved or if rejected
and it’s reason for rejection in a specific invoice of job card. If the invoice is
rejected, senior warranty officer supervisor will have to appeal the rejection with
various reasons, supporting documents, photographic proof or video proof to claim
approval for the warranty claim if applicable. Then an approved GIS claim report is

39
attached to the job card while the GIS claim number is written on top of the invoice
number in EDMS check list. This processes are shown in the figure 4.41, figure 4.42,
figure 4.43, figure 4.44, and figure 4.45 below.

Figure 4.41 : Logging into SAP Web Application Server

Figure 4.42 : Home page of BMW Group GIS Dealer Workplace to GIS claims

40
Figure 4.43 : Checking status of approval for GIS claim after searching for
respective chassis number and repair date

Figure 4.44 : Printing out approved GIS claim report

41
 Figure 4.45 : Writing down the GIS claim number on top of the invoice number

4.3.2 Finding a specific vehicle’s gate pass

Gate pass is document that shows if the specific vehicle of the job card has
went out of the workshop picked up by the customer. If a gate pass is not available, it
means the vehicle haven’t left the workshop due to customer delay in picking up or
the car is undergoing a different repair or service in the workshop. Finding the gate
pass document is the next procedure after printing out GIS claim report. The date of
gate pass can be obtained in Autoline. After getting the gate pass, it is attached with
the specific job card and the other documents are arranged accordingly. The gate
pass is arranged in stack per day. The procedures are shown in figure 4.46, figure
4.47, figure 4.48, figure 4.49, figure 4.50, figure 4.51 and figure 4.52 below.

42
Figure 4.46 : Obtaining the gate pass date from Autoline’s history for a specific job

Figure 4.47 : Getting a gate pass from a stack of gate passes

43
Figure 4.48 : A specific vehicle’s gate pass obtained from the stack

Figure 4.49 : Example of a complete gate pass

44
 Figure 4.50 : Example of a manual gate pass pasted on a A4 paper

Figure 4.51 : Gate pass and GIS claim report ready to be attached to the completed
job card

45
 Figure 4.52 : All documents arranged accordingly

4.3.3 Stacking up completed EDMS

The completed EDMS are all stacked in 30 invoices per stack as the finishing
of documentation process. The invoice number and date of invoice are written on a
blank piece of paper and labelled on the specific completed EDMS. Incomplete
EDMS are returned to respective Customer Service Officer handling the job card to
be completed. The final procedures are shown in the figure 4.53, figure 4.54 and 4.55
below.

46
Figure 4.53 : The invoice number and date of invoice is labelled in front of the
completed EDMS

Figure 4.54 : 30 invoices are arranged in a stack

47
Figure 4.55 : Incomplete EDMS with complains noted in the front page are returned
to CSO to be completed

4.4 Warranty Store

The warranty store is managed by warranty officers because it comes under the
warranty department. Warranty store is a store to keep warranty claimed parts that
are sent by technicians. These parts are as proof to show to that a warranty claimed
job has been done. These parts are sent to the store two times a day in a fixed
duration from 11am until 12.30pm and 4pm until 6pm with the presence of the
warranty officers.

4.4.1 Warranty Store Management

The parts received by warranty officers are ensured they are tagged with a
complete warranty tag before being recorded in a log book. The details recorded are
part number, vehicle’s chassis number, vehicle’s registration number, date received,

48
and technician identity number and receiving warranty officer’s name. This details
are obtained from a warranty tag. Then the warranty tag is chopped with the
receiving date by warranty officer.

After that the parts are arranged in shelfs according to their repair dates
obtained from the warranty tag on the respective parts written by technicians. Shelfs
are separated according to months and rack level one to five. Parts warranty claimed
price is differentiate according to a shelf’s level. It is arranged from the cheapest to
the most expensive. Some parts are not kept in the shelf because of their size and
weight such as engine, gearbox, steering racks, fuel tanks, batteries, radiator tanks,
seats, absorbers, cell modules and disc brakes.

Parts collected per month is only disposed after two months, so the warranty
store compromises three months of warranty claimed parts at a time. These two
previous month parts are disposed usually at the third week of the current month. A
sub contract company will come collect these disposal parts. Some example of this
process management is shown in the figure 4.56, figure 4.57, figure 4.58, figure 4.59,
figure 4.60, figure 4.61, and figure 4.62 below.

Figure 4.56 : A set of warranty claimed Engine

49
 Figure 4.57 : Some of the big parts that are not kept in the shelf

Figure 4.58 : The five levels of shelf arranged marked in the red circle

50
Figure 4.59 : Parts arranged according to their respective repair dates month shelfs

Figure 4.60 : Batteries arranged at one side of the warranty store according to their
repair dates

51
Figure 4.61 : Parts arranged from the cheapest to expensive from level one to level
five

Figure 4.62 : Parts completed with warranty tags

52
4.4.2 Expensive Parts and Warranty Tags

The reason for separating expensive parts from cheap parts in levels in shelfs
because a list of parts that are above the range price of Rm 2200 and above is
released by the management. These parts are to be searched and recorded by
warranty officers as a proof of the parts have been sent to the store before disposal.

New and completed warranty tags are prepared for these expensive parts in the
list specifically so the details of the parts are clearly visible and shown to the person
in charge collecting disposal parts.

Some specific parts replaced by technicians and claimed warranty are

requested by BMW Malaysia for research purposes. These procedure is also handled
by warranty officers where a warranty officer will have to find the requested part and
pack the parts with safety to be sent to BMW Malaysia. The figure 4.63, figure 4.64
and figure 4.65 below shows the warranty tags and BMW Malaysia requesting parts
document.

Figure 4.63 : Preparing new warranty tags for expensive parts

53
 Figure 4.64 : Expensive parts list

Figure 4.65 : BMW Malaysia parts requesting document

54
4.5 Tyre Warranty

Tyre warranty is different from normal parts warranty because the tyres needs
to be inspected by a warranty officer as well as with photos and tyre tread depth
measurements before a tyre warranty job card can be invoiced. Twice a week, an
assigned warranty officer for the week will inspect the warranty claimed tyres till
present date. Figure 4.66 and figure 4.67 below shows a tyre warranty job card and
tyre shipping list after being ordered.

Figure 4.66 : Example of a tyre job card

55
 Figure 4.67 : Tyre warranty shipping list

4.5.1 Tyre warranty inspection process

An assigned warranty officer will start the process with checking the warranty
tag of a warranty claimed tyre if it’s detail is complete dealer code number, a
vehicle’s chassis number, a vehicle’s registration number, repair order number,
technician identity number, part number, customer service officer’s name and repair
date. After that, recording the respective warranty tag’s detail in a tyre warranty log
book. Then measuring the tyre’s tread measurement with tyre tread depth gauge tool
before recording in it the log book as well. All the treads of a tyre are measure,
usually four and sometimes three depending on the respective tyres. Figure 4.68,
figure 4.69, figure 4.70 and figure 4.71 below shows the processes stated above.

56
 Figure 4.68 : A complete tyre warranty tag

Figure 4.69 : First tread measurement of tyre

57
 Figure 4.70 : Second tread measurement of tyre

Figure 4.71 : Recording the information in a log book

4.5.2 Defects on tyre

The important purpose of the inspection of warranty claimed tyre is finding the
defect on the tyre. The defect then is also recorded in the log book. When the tyre

58
warranty claimed job card is received by a warranty officer, the respective warranty
officer will check the photographs provided in the job card with defects stated in the
tyre warranty log book of the same repair order number if they are matching and
reasonable reasons to be warranty claimed. The defects are marked with a yellow
crayon by the technician in charge of replacing the tyre. After the tyre is inspected,
the tyre is marked with repair date’s month by the assigned warranty officer with a
yellow crayon. Figure 4.72, figure 4.73, figure 4.74, figure 4.75, figure 4.76 and
figure 4.77 below shows the types of defects on tyre.

Figure 4.72 : Tyre defect marked with yellow crayon

59
Figure 4.73 : Tyre bulging defect

Figure 4.74 : Tyre patching defect

60
Figure 4.75 : Tyre punctured by sharp object

Figure 4.76 : Tyre nail defect

61
 Figure 4.77 : Different tyre bulging defect

4.5.3 Arrangement of tyres

The tyres are arranged orderly after being inspected based on their repair dates
according to months marked on the respective tyres by the assigned warranty officer.
These tyres are disposed at the same time with other parts in warranty store on the
third week of a current month collecting the tyres from two months ago. Figure 4.78
and 4.79 below shows the process stated.

62
 Figure 4.78 : Tyres labelled with their repair date’s month

Figure 4.79 : Tyres arranged according to their repair date’s month

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CHAPTER 5 : FINDINGS AND RECOMMENDATIONS

5.1 Findings

Throughout the 20th weeks of attachment in the industry for Industry

Training, it has exposed the real working environment compared to the theoretical
that we learned in Polytechnic. Student is able to try their hands on based on the
theory being taught in the campus.

During the start of the semester, some students undergoing Industry Training
service workshop centre was shocked by the different departments in the same field
exposed to students. It, therefore, students was unwillingly put in duty at departments
other than technical side due to vacancy issues. It will burden them to not learn
technical side prioritise in polytechnic theoretical. This will give effect to the
lecturers to evaluate the final report Industry Training students.

Problems that occur in the Industry, the industry gave fixed assignments. For
example, during the 20th week, the students just do the same task. This will give you
a sense of boredom to students who undergo industrial training. This will cause
fewer students to get objective of the training industry. Students will have less

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exposure in industrial training. This will cause the students lack the knowledge to be
expressed in the final report.

5.2 Recommendation

Reply forms from Industry should be honest and accurate with the job scope
they are willing to prepare for the students who undergo industrial training. So that
even though learning a new type of job scope is not wrong in the learning process,
students get to decide if they are willing to work in departments other than technical
side but in the same field. Notes about the job scope should be added to reply forms
if the Industry is willing to offer different job scopes in the same field which may
interest the students to take up the challenge.

Students who undergo industrial training is not the same capabilities with the
ability of ordinary workers. Students who undergo industrial training, they want to
experience what about his career or work they will do in the courses they take in
polytechnics. UPLI should provide recommendations to the firm or company that
provides industrial training to students planning activities necessary to prepare to
launch student activities during the training industry. It will reduce student
experiencing the same things as long as 20 weeks. This will provide many benefits to
students who undergo industrial training. It will give a lot of exposure to the students
during their industrial training.

A good preparation must be made by the student their self who will undergo
industrial training before they step out from campus. The preparation is not only on
the equipment or stationary but mentally and physically is also very important so that
student is ready to enter the working zone, the changing of the environment around
them. This is a must for student so that this situation will not affect student mentally
making them easily to give up and moan during the training.

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CHAPTER 6 : CONCLUSION

Industrial Training is a program to give time for Polytechnic student’s

experience real working conditions and a new experience for students to prepare
themselves for their future careers. Through the Industrial Training, I conclude that
the training industry is very important to students and give a good impression in the
preparation of semi-professional workforce for the future. Industrial training can
provide students more willing to suffer through the work environment, both mentally
and physically for students in the future. In addition, industrial training can improve
the quality of a student after a roll of certificate and diploma awarded.

Through industrial training, students will increase the quality of interactions

with the public. This is because, this exercise can increase the value of collaboration
within an individual. Training can reveal more new things for students although the
matter is not taught in the classroom. In addition, exercise can help train more mature
polytechnic students to solve problems. Through training, the students will be more
disciplined when doing assignments given and the student will be responsible for
performing a task.

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 BIBLIOGRAPHY / REFERENCE

1. Auto Bavaria BMW. (2019). About Us. Retrieved from

https://www.autobavaria.com/about-auto-bavaria/about-us
2. Center For Performance Improvement®. (2018, March 1). What are the job
cards in an automobile workshop? [Blog Post]. Retrieved from
https://www.quora.com/What-are-the-job-cards-in-an-automobile-workshop
3. Auto Doctor. (2017, April 26). Diagnostic Trouble Codes Explained [Blog
Post]. Retrieved from https://www.obdautodoctor.com/scantool-
garage/diagnostic-trouble-codes-explained

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