• Please take this examination after finishing all the chapters in this book. • Click the "Start Examination" button. • Type all of your answers into the examination form on the screen. • After all the questions are finished, click the "Write Results" button at the bottom of the screen. • A new window will appear. After inputting all required fields into the answer form, print it out and submit it to the instructor. -1- Q-1 According to the Toyota company philosophy, is the customer, dealer, distributor, or manufacturer given top priority? A. B. C. D. Providing quality No. 1 products means to provide vehicles that suit the customer’s needs, use, and environment. Providing quality No. 1 products means to provide uniform service to all customers. No. 1 after-sales service is accomplished by completing only the repair that the customer has requested. Technicians should concentrate only on completing the maintenance service, and need not worry about the handling of customers. A. B. C. D. Q-2 Which one of the following statements about the Toyota Quality Service activity is true? The basic tasks of the technicians are to directly receive requests from customers and to perform the work accordingly. If additional work is needed, the technician reports it to the service advisor, who discusses it with the customer before giving the go-ahead to the technician. If additional work is needed, the technician discusses it with the customer and proceeds with the work. The basic tasks of the technicians are to perform maintenance and repair work and a final inspection upon completion. A. B. C. D. Diagram [2] shows the service reception process in which the technician directly receives a request to service the vehicle from the customer. Diagram [3] shows the service reception process in which the technician estimates the repair cost. Diagram [4] shows the service process in which the technician performs a maintenance and repair work. Diagram [5] shows the final inspection process in which the technician discards the replaced parts. A. B. C. D. Q-3 Select the appropriate basic job of the technicians from following the statements. Q-4 Which one of the statements below is true about the following basic workflow in a workshop? -2- Operating a drill without wearing gloves. Operating a welder near a battery that is being charged. Verifying that the vehicle is properly supported on a lift by shaking the vehicle with its wheels slightly off the ground. Working underneath a vehicle that is supported on a rigid rack. A. nmlkj B. nmlkj C. nmlkj D. nmlkj Q-5 Which one of the following statements is true about a hazardous operation? An accident never occurs as long as the worker is careful. An accident does not occur as long as the equipment and the workplace are properly managed. If an accident occurs, the entire staff must think about its cause and devise measures to prevent its recurrence. If an accident occurs, it is not necessary to discuss it among the staff. The individual that experienced the accident must think about its cause and devise measures to prevent its recurrence. A. nmlkj B. nmlkj C. nmlkj D. nmlkj Q-6 Which one of the following statements about accidents is true? Do not discard any parts, tools, repair manuals, or work data, but store them in one area. Allocate parts, tools, repair manuals, and work data so that they can be easily accessed in accordance with the frequency of their use. Tools and measuring instruments that are rarely used do not need to be kept clean. The service reception area is kept clean in order to give a good impression to the customers. The workplace that is out of the view of the customers does not need to be kept clean. A. nmlkj B. nmlkj C. nmlkj D. nmlkj Q-7 Which one of the following statements is true with respect to the concept of 5S? SEIRI (sifting) is an effort to separate the necessary tools and parts from the unnecessary ones, and to store the unnecessary ones in an area of the workplace that does not interfere with work. SEITON (sorting) is an effort to discard unnecessary tools and parts. SEISO (sweeping and washing) is an effort to maintain everything in the workplace in a clean condition so that it functions normally at all times. SHITSUKE (self-discipline) is a training effort to compel the employees to observe the rules of the organization. A. nmlkj B. nmlkj C. nmlkj D. nmlkj Q-8 Which one of the following statements is true with respect to the concept of 5S? The inspection and replacement of vehicle parts is determined by period of time regardless of model or usage conditions. Parts deteriorate with distance driven, so all replacement parts on a vehicle are replaced according to distance driven. For parts where deterioration can be judged by looking, there is no set inspection/replacement schedule. Inspection/replacement schedule is set according to model and usage conditions, so it is necessary to perform an inspection/replacement as the specified distance driven or period of time. A. nmlkj B. nmlkj C. nmlkj D. nmlkj Q-9 Which of the following concerning the inspection/replacement schedule is true? Deterioration of ATF is proportional to the number of years used, so it is necessary to replace it only at the specified time. If ATF is not replaced there is greater shock when gears change, but fuel economy improves. Normally, the level of ATF fluid does not decrease. ATF can be used in place of manual transmission oil. A. nmlkj B. nmlkj C. nmlkj D. nmlkj Q-10 Which of the following statements about is true Automatic Transmission Fluid? -3- Q-11 Which of the following illustrations lights up when brake fluid level is low? A. B. C. D. nmlkj nmlkj nmlkj nmlkj If the air cleaner filter is not cleaned or replaced periodically, it will become clogged. When brake fluid absorbs moisture from the air, its boiling point rises. All of the bulbs of a vehicle have the same wattage regardless of the place where they are used on the vehicle. Tire rotation is performed to equalize tire pressure. A. nmlkj B. nmlkj C. nmlkj D. nmlkj Q-12 Which one of the following statements is true about periodical maintenance items? -4- Pre-course study No. Select. HINT: Using the keyboard, fill in your name, and ID No. on this form. Push the "Print" button and then submit the print out to the instructor by FAX. The print button does not function for IE versions below 5.0. In such cases, please print out the answers using the print function of the browser (under "File"). Reference: When instructed by the instructor, go to "File" pull-down menu at the top of the window and select "Save as" to save the answer sheet in a folder such as "My documents". Before saving, be sure to select "Html file" or "Text file" according to the file format that was instructed. Submit the saved file to instructor using e-mail or a floppy disk. NAME : ID : 1 2 3 4 5 6 7 8 9 10 11 12 . the window and select "Save as" to save the answer sheet in a folder such as "My documents". Before saving, be sure to select "Html file" or "Text file"