Abstract <p>Amid intensifying market competition, improving the operational efficiency of automotive service enterprises remains a critical challenge. This study presents a comprehensive analysis of core business processes within the automotive service domain, followed by the construction of a structured, multi-level process model using the BPMN notation and ARIS Express platform. The resulting enterprise model comprises three hierarchical levels, with each process, subprocess, and stage defined by a dedicated set of performance indicators. These indicators enable precise characterization of service delivery activities and serve as the basis for constructing a formalized quality assessment framework. This framework supports the evaluation of process performance in terms of both effectiveness and efficiency, and additionally facilitates assessment of risk management efficacy. The model further integrates risk evaluation across individual process stages and interstage transitions, based on Failure Mode and Effects Analysis (FMEA). Within the FMEA methodology, the proposed structure enables rigorous structural and functional analysis of the entire service workflow. By encapsulating all technological operations involved in automotive maintenance and repair, the model provides a foundation for standardizing service processes. It offers a generalizable enterprise-level standard—<i>Automotive Service and Repair</i>—including guidance for quality assurance across all functional areas of a service station. The results form a methodological basis for continuous quality improvement, reduction of customer wait times, and enhanced operational transparency.</p>