DIAGNOSTIC MANUAL

Diagnostic Manual

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History of the system (how old/ earlier service

or repairs done)

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Knowledge of probable cause of occurrence.

The Service Manager should complete the C-3

(Implementation of repair improvement process)

Audit form by establishing the “Root Cause” for

the all repeat complaint and Top 20 complaint cars

and also chart out the preventive actions.

Step 5: Making the Repair

Diagnostic Expert CumTrainer (DET) should en-

sure that the technicians are referring to the work-

shop manual & using special tools wherever ap-

plicable.

DET should also ensure use of appropriate check

Sheet for all cases of Top 20 and Repeat com-

plaint and keep record for future reference. Both

the symptoms and the cause of the concern need

to be repaired.

•

Do not leave loose components in the

vehicle.

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Fitment of interior trims in the vehicle.

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Save & clear any stored history DTC’s.

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After the repair has been successfully

completed, the vehicle should be driven under

similar conditions that caused the original

concern.

•

Verify that the problem has been corrected.

•

Vehicle drivability or emission related

complaints are advisable to verify by short drive

test, it is helpful to have a copy of the freeze

frame parameters that were present when the

DTC was triggered.

In case of repeat complaint car, after the repairs,

the car needs to be checked for all the complaints

mentioned in the job card and also as per the

checklist. 100%of repeat complaint cars and cars

with Top 20 complaints should be test driven

before handing over to the washing team. Also, it

needs to be confirmed that no fresh concern has

appeared.

FIG.6: Making the Repairs

Step 6: Verifying the Repair

Verification or Confirmation on whether the

concern has been solved is an essential part of

the repair process. Checking the re-occurrence

of the concern by recreating the same conditions

is essential check of the diagnostic process.

•

Verify the Repairs for e.g.

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Fitment of removed engine components.

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Torque for nut & bolts of assemblies.

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Locking of connectors to the sensor or

actuators

•

Clamping of battery cables on battery posts.

FIG.7 : Verify the customer concern or

problem. If the problem cannot be verified,

then the repair cannot be verified.

Step 7 : Perception Management

For concerns related to only Customer

Perceptions, the Service Adviser should check if

the issue is of perception or the customer is not

able to correctly explain his concern. If the issue

SEVENSTEPSDIAGNOSTIC APPROACH