OEM Service Information

• When an OEM offers a "Service Information Procedure" for a specific R&R / R&I operation, how is the time allowance established for this recommended procedure?
• Is there a means to validate OEM service information if a "Service Information Procedure" is questioned?

• ANSWER: For body repair and refinish time allowances regarding such things as transportation damage, Toyota relies on the time studies conducted by the U.S. information system providers, which is based upon repair policies and procedures outlined in Toyota’s Body Repair Manuals and collision repair information bulletins.

• Toyota’s "Service Information Procedures" are also communicated to Toyota dealerships via two distinct methods. First collision repair procedural information is sent to each dealership via Toyota’s Model specific Body Repair Manuals for each new model. Second, via Toyota’s Collision Repair Information Bulletin system (CRIB’s), which provide additional collision repair information on Toyota/Lexus vehicles when required.

• ANSWER: No formal procedures are in place for the U.S.. market. Local market U.S. repair procedures are reported through Toyota’s technical collision repair support groups at our National Headquarters in Torrance, CA., to TMC Japan for consideration in making changes. All repair procedure changes are determined through TMC Japan engineers for the specific model line up.

OEM Warranty and database times

• When do (if at all) OEM’s offer R&R or R&I time allowances (not just "service information") for collision related operations?
• Are the OEM recommended/suggested time allowances (related to collision repairs) documented through time studies?

• ANSWER: Toyota does not provide information on specific time allowances for collision related operations to its dealer body in the US market. Toyota dealers receive their time allowances via the US information providers such as Mitchell International, CCC, or ADP. Toyota in general has very little damage of vehicles in transit to dealers and relies on the US information providers to conduct specific time studies for each repair operation.

• ANSWER: As previously stated above, Toyota does not establish specific time guides for the US market and relies on the US information system providers such as Mitchell, ADP and CCC to provide this information to Toyota dealers within the US market.

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