I took my truck there just for an oil change, they...

I took my truck there just for an oil change, they offer me the tire balancing and I accept, they estimate a waiting time of 90 min, I was there for more than 120 min, the representative was always courteous and helpful, I think the staff needs to introduce the Lean manufacturing culture, the same one that Toyota uses on its production lines. When I took my truck home didn't realize one of my wheel caps was missing, I had to go back and ask for it. Again I dont think the staff is the problem, I think is the process that needs to be revisited. Good practices like lean culture, 5 S, 5 rights (right car, right procedure, right diagnostic, right costumer, right reassembly), must be implement to improve the experience. You need to end the myth about dealership being called stealership.