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    Symptom Check List

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    Animemanuel Muñoz
    The document discusses symptom check lists that can be used by auto repair shops to improve communication with customers about problems with their vehicles. It recommends having service advisors fill out the check lists with customers to clearly understand their concerns. Using consistent check lists can reduce issues not being found, increase customer involvement, and produce satisfied customers. The check lists cover an entire vehicle or specific systems, and engaging employees is important for successful implementation.

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    Symptom Check List

    Uploaded by

    Animemanuel Muñoz
    93 views12 pages
    The document discusses symptom check lists that can be used by auto repair shops to improve communication with customers about problems with their vehicles. It recommends having service advisors fill out the check lists with customers to clearly understand their concerns. Using consistent check lists can reduce issues not being found, increase customer involvement, and produce satisfied customers. The check lists cover an entire vehicle or specific systems, and engaging employees is important for successful implementation.

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    The document discusses symptom check lists that can be used by auto repair shops to improve communication with customers about problems with their vehicles. It recommends having service advisors fill out the check lists with customers to clearly understand their concerns. Using consistent check lists can reduce issues not being found, increase customer involvement, and produce satisfied customers. The check lists cover an entire vehicle or specific systems, and engaging employees is important for successful implementation.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    93 views12 pages

    Symptom Check List

    Uploaded by

    Animemanuel Muñoz
    The document discusses symptom check lists that can be used by auto repair shops to improve communication with customers about problems with their vehicles. It recommends having service advisors fill out the check lists with customers to clearly understand their concerns. Using consistent check lists can reduce issues not being found, increase customer involvement, and produce satisfied customers. The check lists cover an entire vehicle or specific systems, and engaging employees is important for successful implementation.

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    © All Rights Reserved
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    You are on page 1of 12

    * SYMPTOM CHECK LIST *

    1991 Mitsubishi Montero

    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
    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.

    Fig. 2: Symptom Check List - Page 1


    Fig. 3: Symptom Check List - Page 2
    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.
    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

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