Reduce "No Trouble Found" problems
Increase customer involvement< Назад | Содержимое | Далее >
GENERAL INFORMATION
Symptom Check List Worksheets
* PLEASE READ THIS FIRST *
NOTE: This article is intended for general information purposes only. It does not apply specifically to one make or model.
PURPOSE
NOTE: This article is intended for general information purposes only. It does not apply specifically to one make or model.
WHY USE THE SYMPTOM CHECK LIST WORKSHEETS?
One of the most difficult and critical lines of communication is between the service customer and the technician. The clearer the technician understands the customer's concerns, the more likely the problem will be "fixed right the first time".
The Symptom Check List Worksheets in this article are designed to improve this communication. When used consistently, they can be helpful in reducing shop comebacks, increasing technician productivity, and producing satisfied customers. They also provide other benefits:
Reduce "No Trouble Found" problems
Increase customer involvement
Customer perceive that "they really care and listen"
Save time during peak write-up periods
Reduce recontacting customers for additional information
Improve night drop information
Insure all the right questions are asked at write-up
MAKING THE WORKSHEETS A PART OF YOUR NORMAL ROUTINE
The following information contains ideas that may be helpful in forming habits that promote daily use of the Symptom Check Lists:
HAVE THE SERVICE ADVISER FILL OUT THE FORM(S) WITH THE CUSTOMER WHENEVER POSSIBLE.
Place them in your night drop for the customer to fill out, along with an instruction sheet to help them understand what to do.
Hand out the worksheets to customers while they wait in line during the peak morning rush and ask them to fill it out. It will save time for all concerned and improve the quality of information received from the customer.
Make sure it is attached to the hard copy when it goes to the technician.
Place a copy with the final repair papers and review it with the customer at delivery.
Put a new worksheet in the glovebox of all departing customers.
Require that you personally see a copy of all worksheets filled out for shop comebacks.
Hold a shop meeting to get employee buy-in and their ideas on how to make it effective in your shop.
There are many other ways to utilize the concept, but as with every other idea, successful implementation depends on employee involvement and buy-in.
SYMPTOM CHECK LIST WORKSHEETS
CONDENSED VERSION - ALL ON ONE PAGE
NOTE: Have the service adviser fill out this form with the customer whenever possible.
Fig. 1: Entire Vehicle - Symptom Check List For Customer FULL VERSION - ALL ON FOUR PAGES
NOTE: Have the service adviser fill out these forms with the customer whenever possible.
Dear Valued Customer:
Our goal is to lix your proЬlem correctly and get you back оп the road as soon as possiЫe in the unlikely event you e,cperience а proЬ lem whh your vehicle. Help us identify the exact nature of lhe coricern Ьу taking а few momen\S to complele lhe appropriate sectlon of th1s diagnostic worksheet. Thank you.
CUSTOMER NAME: PHONE NO.: REPAIR ORDER NO.:
DIAGNOSTIC WORKSHEET
DRIVEABILIТY - ENGINE - АUТОМАТIС TRANSMISSION
SYMPTOM (СНЕСК ALL ТНАТ APPLY)
ENGINE
О "Service Engine Soon"f'Malfunction lndicator Light" on
OPERATING CONOITIONS (СНЕСК ALL ТНАТ APPLY)
HOW OFTEN DOES 1Т OCCUR? (Engine andlor Transmission)
О Hard starVno start (cranks ОК)
О Won't crank
О Engine stalls
О Always
О Few hours
О Few months
О Few seconds
О Few days
О variaЫe
О Few minutes
D Fewwaeks
О Onl-J dumg ewnt
О Engine miss
О Miss while driving
О Every to miles О Unknown
О Other (explain):
О Heshates. stumbles or sags
0 Rough id le
О Just staned О Geni ng bener
О Si nce new
О Getting worse
О ldle too high О ldle is too low
О Poor power/performance
WHEN DOES rт OCCUR? (Engine and/or Transmiввion) When Engine Temperature is:
О Surge or chuggle. buck - jerk - skip
0 Cold
Dwarm
0 Hot
О Poor gas mileage О Highway О City
О Pings. detonates
О Suphщ rotten egg odor
О AI I the time Weather Conditions:
ОOnly during warmup
О Back1ires (popping noise) - underhoodltailpipe
О Exhaust smoke О lncreased oil consu tion
О Runs on alter key is 1urned olf
О Speed fluctuates whhout moving accelerator
О Engine noise (explain) : -------------
О Very cold - below О degrees F
О Cool - 32 \о 60 degrees F О Hot - Above 80 degrees F О Raining О Dry
О Snow/ice О Wet roads
О Cold - О to 32 degrees F О Wann- 60 \о 80 degrees F О Any environment
О Humid
О Other (explain bel ow )
(whine, rattlв, groan, clunk, вtс)
О Ol her : ------------------
Driving Conditions:
О Light throttle О Medium throttle
О Staning О At idle
О Over burrps О When shitting
О Hard throttle О Decelerating О While turning
О Cruising steady at
МРН0 Whil
e braking
TRANSMISSION
0 Anytime O Uphill
О Highway О C y/town
0 Downhill
О Stop and go
О Does not shift properly
0 Will no l shill
О Will no1 shill into overdrive
О Hard shil1
0 Up О Down
О Between МРН and МРН
О On ly w ilh NC or Delrost on
What Туре of Fuel? What Вrand?
О Eng ,ne s1ar1s ,n other than " Р " or "N"
О No1se (descr 1be). ---------------
ОRegul ar UL О Mid range UL О Prem;um Unleaded
О Gasohol О Ethanol О Methanol
(whine, ranle, groan, clunk, buzz, etc.)
О Diesel #1 О Diesel #2 О Various br ands
When Gear Selector is in :
О Shifts into gear too early
О Overdrive doesn1 work wi:h spвed control, Ьut is otherwise ОК
О Highway speed • shudder, surge , etc .
О Other :
О Parl</Neutral О Reverse
О Drive/3 О Drive/2
Between Gears:
О Overdrive
О Drive/1
0 Park to R ог D
О Rev/Drive
О FirsVSэcond
EXPLAIN:
О SecondfТhird
О Th , rdlOverdr ,ve
S0G/5061
Fig. 2: Symptom Check List - Page 1
BRAKES- SТEERING - SUSPENSION
SVMPTOM
0 Vehicle pulls right - When 0 Vehicle pulls left • When О Steering wheel vibrates а\ -- МРН
О Excessive play in steering
О Erratic steering when braking
О Poor steering wheel return after cornering
О Suspension bottoms out О Leans or sways in corners 0 Brake light оп
О Traction control light оп
О Uneveп tire wear
О S s uneven
О " Dog" tracks
0 ABS light оп
О Soft ride
Hard to steer
0 Eftort О Wanders
О Steering wheel oft center
Shimmy/vibration (check Ьох below for location)
U Front U Aear U Don't know
О Seat О Floor О Other
Brake pedal
О Noise О Pulses О Squeaks
WHEN DOES IT OCCUR?
О Hard О Mushy
О Excessive travel
О Cold days О Hot days
О Parking manuevers О At road speed
О WeVra i n
О Accelerating
О AJI the time
О Decelerating
О lntermittent
EXPLAIN:
SQUEAK - RАТТLЕ- NOISE CONDITIONS
AREA OF NOISE
О Engine Companment
О Front Suspension
О Rear Suspension
О Passenger Compartment
О lnstrument Panel
О Doors
О Rear seat area
NOISE SOUNDS LIKE
0 Left 0 Right О Center О Don't know
0 Left 0 Right О Center О Don't know
□ Lelt □ Right О Center О Don ' t know
□ Left 0 Right О Center О Don't know
□Lel t 0 Right О Center О Don't know
0 Lel t 0 Right О Center О Don't know
О Console О Other
О Knocks
О Hard metal
О Light metal
О Aoars
0 Ticking О Whine
О Squeaks
О Rattles
О Scraping
О Other _
HOW OFТEN DOES IT OCCUR?
О Continuous
О Otten
О lntermitlent
О Just started
О Since new
WHEN DOES IT OCCUR?
0 AII the tlme O Speed
О Hard throttle О Light throttle
О Hot days О Cold days
О Heavy bumps О Light bumps
О АРМ О Only moving О Оп turns О Braking
О Decelerate О Steady speed О ldle in gear О ldle out of gear
О Humid or rainy О Temperature
ОSmooth pavement
EXPLAIN:
CUSTOMER NAME: PHONE NO .: REPAIR ORDER NO:
sнор USE ONLY·
VIN#:
S0H/5062
MILES: TECHNICIAN: ADVISOR#:
Fig. 3: Symptom Check List - Page 2
AIR CONDIТIONING - HEATER - VENТILATION
SYSTEM OR ААЕА AFFECTED
О Air conditioner
О Мах А/С
SYMPTOM
О Heater О Oefroster
О Automatic Temperature Coпlrol
О Vent
О Mix/Ыend
О Bi-Level
О Economy
О Fan/Ыower
0 AII
О Does not work О Noisy (explain) О Leaks
О Blows wrong temperature air
О Broken О Odor
О lnsufficient heat or cool
О No air comes out of vents
О Air comes from wrong outlets
О Other (explain below)
О Rapid cycling
О Blowsfuse
WHEN DOES IT OCCUR?
0 AII the time 0 Hot
О When change controls on ly
О Cold О lntermittent
О Olher (expla in below)
О Right alter stanup
О Fan Ыоwег speed High / Med / Low
EXPLAIN:
ELECTRICAL- RADIO - ТАРЕ/СО PLAYER
SYMPTOM • MUSIC SYSTEM
О Does not work О Noisy
О Conlrols do not work
SYSTEM AFFECTED
Ostatic
О Bl ows luse
О Won't l oad О Won't ejecl О Poor reception
О Other (explain below)
О Radio only О Таре player О Speakers
□дм
О CDplayer
О F r ont
0 FM
О Whole system
О Rear
О FM stereo О Graphic equalizer
О Steering wheel buttons О Рhопе
0 Left O R i gh l
О Antenna
0 Clock
О Radio 01 player controls О Rear seat coпtrols
ALL OTHER ELECTRICAL ITEMS OR ACCESSORIES
Please lisl the complaint accessory or item and check any appllcaЫe symptom(s) from lhe list thal follows:
О lnoperaЬle О Noisy
0 Check light оп 01 tlashing
О Bl ows fuse О lntermittenl
О lпорегаЫе О Noisy
О Check light on or flashiпg
О Blows luse О lntermitten\
О lпореrаЫе О Noisy
О Check light оп or flashing
О No control О Erra ti c
О Wo rks improperly (explain be low)
О Rel a ted syslem aftected (explain below)
О No control О Erra ii c
О Works improperly (explain below)
О Related system aHected (explain below)
О No conlrol О Errati c
О Works improperly (explaiп below)
WHEN DOES IT OCCUR?
О Blows fuse О lntermittent
О Related system atfected (expla in below)
0 AII the t ime
О lnterm tenl
О 01her (explain below)
0 Hot 0Cold
О After ru ns for minutes
О Ju s \ after s\ar1ing - maПunctions for а while
О Rough roads or bumps only
EXPLAIN:
CUSTOMER NAME:
sнор USE ONLY·
VIN#:
50115063
PHONE NO.: REPAIR ORDER NO:
MILES: TECHNICIAN: ADVISOR#:
Fig. 4: Symptom Check List - Page 3
Fig. 5: Symptom Check List - Page 4 INDIVIDUAL SYSTEM-BASED CHECK LISTS
NOTE: Have the service adviser fill out these forms with the customer whenever possible.
DRIVEABILIТY - ENGINE - AUTOMAТIC TRANSMISSION
SYMPTOM (СНЕСК ALL ТНАТ APPLY) ENGINE
OPERATING CONDIТIONS (СНЕСК ALL ТНАТ APPLY)
HOW OFТEN DOES IT OCCUR? (Engine&/orTransmlsslon)
О "Service Engine Soon" /Maffunction lndicator Light" on
О Hard star1/no start (cranks ОК)
О Won't crank
О Always
О Fewhours
О Fewmonths
О Few Seconds О Fвw minutвs
О Few days О Few weвks
О VariaЫe О Only during event
О Engine stalls
□ Engine miss
О Every to miles О Unknown
О Other (explain):
О Miss while driviпg
О Hes ates, stumЬles or sags
О Just started О Getting better
О Since new
О Get t ing worse
0 Rough idle
0 ldle is too hjgh O ldl в is too low
О Poor powerlperformance
О Surge or chuggle, buck - jerk - skip
О Poor gas mileage О Highway О Crty
О Piпg, detonatвs
О Sulphurlrotten egg odor
WHEN DOES IT OCCUR? (Engineand/orTraлsmission) When Engine Temperature is:
0 Cold Dwarm 0 Hot
О AII the 1ime О Only during warmup
Weather Conditions:
О Backfires (popping noise) - underhood/tailpipe
О Exhaust smoke О lncreased oil consumption
О Runs on after key is turned off
О Speed fluctuates without moving acceleralor
О Engine ncise (explain) : _
О Very cold • below 0°F
□ Cool • 32 to б0°F
□ Hot - above ao•F
О Raining О Dry
□ Snow/lce □ Wet roads
□ Cold - О to 32°F
□ Warm - 60 to ao•F
О Any envlronment
О Humid
D Other (explain): _
(whine, rattle, groan, clunk, etc.)
О Other :
TRANSMISSION
О Does not sh t properly О Hard sMt
О Will not shift О Up О Down
О Will not shift into overdrive
О Engin e starts in other than "Р" or "N"
О Noise (describe): _
Driving Conditions:
D Light throttle О Medium throttle
0 Starting O At idle
О Over bumps О When shifling
О Cruising - steady at МРН
0 Anytime O Uphill
О Highway О Cityltown
0
B
et
v,een
MPH and
MPH
О Only with А/С о, Delrost оп
О Ha r d 1hrottle О Decвlera1ing О Wh ile turning
0 While braking
О Downhill
О Stop and 90
What Туре of Fuel?
What Brand?
(1vh ine, rattl e, groan, clunk, buzz, etc.)
О Shifts into next gear too early
О Overdrive doesn't wo,k with speed contro l , but is otherwise ОК
О Highway speed - shudder, surge, etc.
О Oth er :
EXPLAIN: _
CUSTOMEA NAME:
sнор USE ONLY·
О Regular UL О Midrange UL О Premium UL
О Gasohol О Ethanol О Methanol
О Di в sв l #1 О Diesel #2 О Various b r ands
When Gear Selector is in:
О Park/Neutral О Reverse О Overdrive
D Drive/3 О Orive/2 О Driv e/ 1
Between Gears:
D Park \о R or О О Reverse/Drive О First/Second
D Second/Тhird О Third/Overdrive PHONENO.: REPAIA OADEA NO :
VIN#:
50Н/5054
MILES: TECHNICIAN: ADVISOA#:
Fig. 6: Engine Driveability & Automatic Transmission
Fig. 7: Brakes, Steering, & Suspension
Fig. 8: Air Conditioning, Heater & Ventilation
Fig. 9: Electrical, Radio & Tape/CD Player
Fig. 10: Manual Transmission & Clutch
Fig. 11: Squeak, Rattle, & Noise Conditions
Fig. 12: Water Leak & Wind Noise
