Omega Automotive — Visual SOP

Omega Automotive Service Centre — Visual SOP

76 Main Street, Upwey VIC 3158  |  (03) 9754 7533  |  omegacarrepairs.com.au  |  Version 1.0 — September 2026

Daily Rhythm — All Roles

Who does what, when — from open to lock-up. Print at A3 and laminate for the workshop wall.

Print tip: Use File → Print → Landscape → Fit to page to produce an A3 wall version of this swimlane.
Workshop Manager Admin / Service Desk Technicians Accounts
Workshop Manager
Admin / Service Desk
Technicians
Accounts
Before
8:00 am
8:00 –
8:30 am
8:15 –
9:00 am
9:00 –
11:00 am
11:00 am –
1:00 pm
1:00 –
2:30 pm
2:30 –
4:30 pm
4:30 –
5:00 pm
End of
Day
Pre-open

Unlock, compressor on, floor walk, hoists clear, scan tools charged

Diary review

Open MD diary, check parts status for today's jobs, flag delays to Admin

Job allocation

Assign technicians to jobs on whiteboard. Communicate verbally by 8:15 am. Set priorities. Flag waiting customers.

Active supervision

Oversee QC checkpoints, review inspection findings, sign off on approvals over $1,500. European & transmission work: personally supervise or perform.

Parts & flow

Monitor part ETAs. Escalate delays. Adjust bay priorities if parts not arriving.

Midday review

Review all open jobs with Admin. Identify vehicles not completing today. Decide on loan car / overnight arrangements.

QC sign-off

Final QC on completed jobs. Invoice review. Confirm customer concerns resolved.

Collection & handover

Walk customers through invoice. Point out service sticker. For complex jobs: Mgr leads handover.

End-of-day reset

Review tomorrow's diary. Confirm parts for morning. All hoists down. Lights off, compressor off. Alarm set. Sign out.

Start of day

Log in to MD. Action overnight voicemails & emails. Print job cards. Confirm loan car availability. Pre-write key tags.

Vehicle check-in

Greet customers, walk-around condition check, photo upload, confirm approval contact

Quote calls

Call customers on each inspection finding. Use plain language. Record every approval/decline in MD Notes with date, time, items.

Parts orders

Order parts immediately on approval. Write Job ID on every delivery invoice. Label all parts with rego.

Midday review

Identify vehicles not completing. Contact customers by 2:30 pm — not later.

Vehicle ready calls

Contact customers when job is QC-passed. Confirm pick-up time.

Invoicing

Convert jobs to invoices in MD. Confirm all lines correct. Collect payment. Close job.

End-of-day admin

Action all emails & voicemails. Reconcile EFTPOS. File supplier invoices in XERO tray. Update communication diary for tomorrow.

Arrive & review

Open MD app. Review My Jobs. Understand customer concern for each job before touching vehicles.

Clock on

Clock on in MD before moving any vehicle or raising any hoist. No exceptions.

Inspect early

Road test first on any drivability/noise job. Full under-vehicle inspection before oil drain. Photograph every advisory. Add each as a job line in MD.

Approved work

Complete all approved repairs to manufacturer spec. Torque wrench on all fasteners. Clock off each job. Notify Mgr of any complications immediately — do not improvise.

Progress & initiative

Between jobs: clean bay, prep next job, assist colleague, check whiteboard. Do not wait to be told.

Final checklist

Tools and rags out. Seat cover removed. Warning lights cleared. Post-repair road test. Wheels torqued. Hand to Mgr for QC.

Service sticker

Apply next service sticker. Stamp and complete logbook where applicable. Enter next service in MD.

Workshop reset

Sweep or blow down floor. All tools returned to boards. Missing tools identified before leaving. All chargers and scan tools plugged in.

Supplier invoices

Receive and file physical invoices in XERO tray as they arrive throughout the week.

EFTPOS check

Cross-check EFTPOS receipts against MD payments. Flag discrepancies to Mgr before leaving.

Friday batch (Xero)

Enter all supplier invoices into Xero as Bills to Pay, using MD Job ID as reference. Match credit notes against bills. Review pink copies — follow up outstanding credits.

Process Flowcharts — Four Key Workflows

Detailed decision flows for the processes that branch most. Each diamond = a decision point with two paths.

1 — Quote & Customer Approval
1
Technician completes inspectionAll advisories photographed & added as job lines in MD
↓
2
Mgr reviews findingsConfirms labour times, checks live parts pricing via Repco/Burson in MD
↓
3
Admin compiles quote in MDEvery item as a separate line: part, labour, total
◆ DECISION — Quote amount? Under $500: Admin calls customer. $500–$1,500: Admin calls, Mgr aware. Over $1,500: Mgr makes the call personally.
↓
4
Admin calls customerPlain language explanation. "The most important one is…" script.
◆ DECISION — Customer response?
✓ ApprovedLog in MD Notes immediately (date, time, items). Alert technician. Order parts NOW.
✗ DeclinedMark declined in MD with date. Note safety implication if safety-critical. Remain on invoice as advisory.
◆ DECISION — Partial approval? Customer approves some items, declines others
Approved itemsOrder immediately. Log in MD. Proceed.
Declined itemsMark declined. If safety-critical: document customer was advised. Do NOT proceed without approval.
✓ Parts ordered → Technician proceeds → QC → Invoice
2 — Parts Ordering & Receiving
1
Customer approval receivedAdmin logs in MD Notes. Begins ordering immediately.
↓
◆ DECISION — Part type?
Standard aftermarketMD → Job → Add Part → Repco Navigator Pro or Burson EzyParts. Job ID as PO reference.
OEM / European / DealerMgr calls dealer parts dept. Provide VIN. Job ID as reference. Log ETA in MD Notes.
↓
2
Confirm ETAIf ETA will affect job completion → alert Mgr → contact customer before 2:30 pm
↓
3
Delivery arrivesAll parts to Supplier Inbound Shelf. Admin collects from driver — not the technician.
◆ DECISION — Part correct?
✓ CorrectWrite Job ID on invoice. Mark PO received in MD. Label part with rego. Move to mechanic's shelf. Notify technician.
✗ Wrong partLeave on supplier shelf. Mark RTS. Call supplier immediately. Note in MD. See Returns process →
↓
4
File invoice in XERO trayEvery delivery invoice filed for Friday batch. No exceptions.
✓ Part to technician → repair proceeds
JOB ID RULE: Job ID written on every supplier invoice the moment it arrives.
3 — Returns, Credits & Supplier Process
1
Return identifiedWrong part / declined work / cancelled job / faulty part
↓
2
Technician tags part"RTS" or "DECLINED" — reason written on sticky note. Photo uploaded to MD job.
↓
3
Edit PO in MDAdd "CREDIT" to line description. Reduce qty to zero. Save & print PO.
↓
4
Admin verifies & adjustsConfirm PO matches part. Remove part cost from MD job. Adjust stock count.
◆ DECISION — Which supplier?
BursonRaise credit note in Burson Credit Book. Pink copy → office. White copy on part → Burson collection point. Burson collects on next delivery.
Repco / HSY / OtherRaise credit note in Multi-Use Credit Book. Fill all fields: Date, To, From Omega, invoice #, part #, qty, pricing. Pink → office. White on part → Other Supplier collection point.
NatradFollow Repco/HSY procedure for credit book PLUS call Natrad for RA number AND call Natrad rep to arrange pickup.
◆ DECISION — Credit issued?
✓ Credit confirmedStamp pink copy "PROCESS". Attach credit note to pink copy & invoice. Write credit note number on paperwork. File for Friday Xero batch.
✗ Not yet receivedAccounts follows up supplier. Pink copy (no stamp) = outstanding. End-of-month review of all unstamped pink copies.
✓ Credit matched in Xero → Returns & Credits Log updated
4 — Vehicle Not Ready Today
1
Midday review (1:00–2:00 pm)Mgr & Admin review all open jobs. Identify any that will not complete today.
◆ DECISION — Reason for delay?
Parts delayConfirm supplier ETA. Decide: wait for tomorrow morning delivery OR source from alternative supplier today.
Additional work / complexityAgree scope of extra work. Confirm whether customer has already approved. If not → quote call first.
↓
2
Admin contacts customer — before 2:30 pm"Hi [Name], just a heads-up about your [vehicle]. We've had [reason] — we want to get this right, so we're looking at [tomorrow/time]. Can we arrange [loan car / collection]?"
◆ DECISION — Transport needed?
Loan carCheck loan car register. Issue loan car. Customer signs register. Log in MD Notes: loan car reg, odometer, fuel level.
No loan car neededConfirm customer's own transport arranged. Agree pick-up time for tomorrow.
↓
3
Mgr marks job as overnight in MDVehicle parked correctly. Keys in key safe. Job status: "Overnight".
↓
4
Mgr reviews tomorrow's diaryConfirm overnight job is first priority tomorrow. Parts confirmed for morning.
✓ Customer informed → vehicle secured → job first priority tomorrow
NEVER leave a "not ready" call until after 4:00 pm. 2:30 pm is the deadline.

MechanicDesk Notes — The Communication Standard

Every job, every day. If it is not in Notes, it did not happen.

The Standard Format — use this every time

[DD/MM HH:MM — ROLE] Action taken / outcome / next step
RoleTag to useExample
Workshop Manager[DD/MM HH:MM — WORKSHOP MGR]Job decision, QC result, warranty call, escalation, diagnostic direction
Admin / Service Desk[DD/MM HH:MM — ADMIN]Customer called, quote sent, approval/decline, parts ETA, loan car
Technician[DD/MM HH:MM — TECH]Road test result, inspection finding, parts request, work completed
Accounts[DD/MM HH:MM — ACCOUNTS]Invoice query, credit matched, payment note

Example Notes Log — complete job from booking to collection

ADMIN[10/09 08:52] Booking confirmed. Drop-off 8am Wed 11/09. Approval contact: mobile (same). No loan car required.
TECH[11/09 09:14] Road test completed — brake shudder confirmed front left under medium braking. Photos uploaded to job. Recommend both front rotors and pads.
ADMIN[11/09 10:03] Called customer re: front brakes. Approved rotors & pads both sides — $385. Declined rear pads (4mm) — customer advised to monitor. Parts ordered Burson.
ADMIN[11/09 10:05] Safety note: customer verbally advised rear pads approaching minimum. Customer acknowledged. Noted on invoice as advisory.
ADMIN[11/09 11:30] Burson called — rotors delayed, ETA tomorrow AM. Called customer at 11:40 am — advised overnight. Loan car confirmed and issued (Corolla ABC-123, odo 42,100).
TECH[12/09 09:55] Front brakes complete. OEM rotors & pads fitted. Road tested — no shudder, pedal firm. Wheels torqued 110Nm. Job ready for QC.
WORKSHOP MGR[12/09 10:20] QC passed. Customer concern resolved. Invoice reviewed — all lines correct. Loan car returned — odo 42,318, no damage. Ready for collection.

What must NEVER be left out of Notes

  • Every customer phone call — inbound and outbound. Date, time, who called, outcome.
  • Every customer approval or decline. Items approved, items declined, date, time, customer name.
  • Every safety advisory communicated to the customer and their response.
  • Any variation from the original booking scope.
  • Any change to expected completion time or date — and contact confirmation.
  • Every parts ETA update, especially if it affects completion.
  • Every return / RTS / credit event — part tagged, supplier called, RA number.
  • Every warranty or goodwill decision — who decided, what was decided.
  • Road test outcomes — before repair and after repair.
  • QC pass or fail — with the name of the person who checked.
The non-negotiable rule: "I mentioned it to the Workshop Manager" is not a record. "I called the customer" is not a record. The note is the record. If it is not written, it did not happen.

Role Quick-Reference Cards

One card per role. Print at A5, laminate, and keep at each workstation. Click any role header for a summary.

Workshop Manager

Open to close — the daily operating rhythm

1
Arrive before 8:00 amUnlock, compressor on, floor walk, hoist check
2
Review MD diary + parts statusCheck open POs — flag any delays to Admin before 8:15 am
3
Allocate technicians by 8:15 amVerbal briefing — do not rely on whiteboard alone
4
European & transmission: supervise personallyDo not allocate specialist work without confirming capability
5
Quote escalation: $1,500+ — Mgr calls personallyAdmin prepares the quote; Mgr makes the call
6
Midday review with Admin (1:00–2:00 pm)Identify vehicles not completing today before 2:30 pm
7
QC every vehicle before collectionWalk-around, invoice check, customer concern confirmed resolved
8
End-of-day reset: all hoists down, alarm setReview tomorrow's diary. Confirm morning parts.
Non-negotiable: No vehicle leaves without QC sign-off. No warranty or goodwill repair without Mgr explicit decision.

Admin / Service Desk

Customer communication, bookings, parts & admin

1
Greet: "Good morning, Omega Automotive…"Always capture: name, mobile, rego, concern, preferred date
2
Walk-around condition check at check-inPhoto every mark. Upload to MD job. Confirm approval contact.
3
Order parts the moment approval is receivedNot later. MD → Job → Parts → Repco/Burson. Job ID as PO ref.
4
Write Job ID on every delivery invoiceImmediately on receipt. Then mark PO received in MD.
5
Log every customer call in MD NotesDate, time, who called, every item approved/declined, exact wording
6
"Not ready today" call — before 2:30 pmNever leave this call until after 4:00 pm
7
EFTPOS reconciliation at end of dayEvery receipt on the spike. Flag discrepancies to Mgr immediately.
8
Friday: enter all invoices into XeroUse MD Job ID as Xero reference. Bills to Pay.
Non-negotiable: Never release a vehicle without payment. Never confirm a price for unknown repair work over the phone — always quote "starting from" and note we'll call with a firm price.

Technicians

Workshop standards — every job, every time

1
Clock on in MD before touching any vehicleNo exceptions. Clock off when leaving the job, even briefly.
2
Read the customer concern before startingUnderstand why the car is here before you raise the hoist
3
Road test first on any drivability/noise jobReplicate the customer's concern. Document in MD Notes.
4
Inspect before draining oilFull under-vehicle inspection before the drain plug comes out
5
Photo every advisory — upload to MDEvery item found, no matter how minor. Add as a job line.
6
Manufacturer spec on everythingTorque wrench on all fasteners. Never estimate. AllData/AutoData.
7
Post-repair road test before handing to QCConfirm customer concern is resolved. Log result in MD Notes.
8
Tools and rags out. Seat cover removed.Vehicle interior returned in same or better condition.
Non-negotiable: Transmission work — Mgr involvement required. European diagnosis — OEM-level tools only. Complication found? Stop and tell Mgr. Never improvise around a problem.

Accounts

Xero, supplier credits & Friday batch reconciliation

1
Friday batch — enter all invoices into XeroBills to Pay. MD Job ID = Xero reference. No exceptions.
2
Match credit notes against original billsBurson credit note matches Burson bill using Job ID. Same for all suppliers.
3
End-of-month: review all pink copiesPink copy with PROCESS stamp = credit received. No stamp = outstanding. Follow up.
4
Customer credit/refund: Mgr approval firstDocument reason in MD job and in Xero before processing.
5
EFTPOS reconciliation: dailyEvery receipt on the spike. Flag any discrepancy to Mgr same day.
6
Core charges: tracked as separate Xero lineConfirm core credit received before closing the bill in Xero.
Non-negotiable: The Job ID written on every supplier invoice is your Xero reference. Without it, the bill cannot be matched to the job. NEVER enter a bill without a Job ID.