As discussed in last night's Group Therapy session I wanted to post up some notes on the subject of creating a worksheet or checklist that we could put together. The purpose would be to create a generalized document that could be implemented as a framework for the diagnostics process.

Share your thoughts. If you're willing to share what you are using please post it up.


The Notes


Understand the client’s concern.
     Before anything else can happen someone on the shop team must thoroughly understand what the client’s concern is. You have no hope of fixing something that you do not understand. Some things will be easy. “The car makes a clunk noise over bumps.” “The maintenance required light is on.” Some things will be more difficult “It feels different”
     Think about the Who What Where Why When How of the situation. The statement “The car makes a clunk noise when driving over bumps” is very descriptive. Firstly we know we’re expecting to hear a noise that sounds like a clunk. Next we know the vehicle must be driven, the customer isn’t sitting still when this symptom occurs. And we know driving on a smooth surface isn’t going to do it. We must drive the vehicle over some bumps to properly experience their concern.

Verify the clients concern
     It is a best practice to experience the issue the client is concerned about for yourself.

Gather information
     Now that we have understood, verified and experienced the issue we need to gather more information. Retrieving diagnostic trouble codes from every module, a thorough visual inspection, checking vital fluid levels are all worthwhile places to start. 

Research and education
     Armed with the critical details of the situation and any information stored in the vehicle’s computers you can now begin to formulate a strategy for testing.
     Are there any relevant Technical Service Bulletins for the DTCs retrieved? Are there any for the symptoms? Have you checked for TSBs for every code from every module? It is not uncommon for one fault to cause different codes in different computers.
     Are there any software updates available for the vehicle? Do any of the updates address the symptoms you are having?

Hi All,

Just wanted to share the process I use.

I primarily work on Mercedes-Benz's and the training folks teach a process called the 4-Level Model: Complaint Analysis, Testing, Cause, and Repair Verification.
 
When I perform the process, I use an electronic template I adapted to my own brain and I keep a running tally of all the diagnoses I perform in Mircosoft One-Note.

I do find the process helpful to the point where I use this documented process daily. The nice thing about one-note is the ability to archive your diagnostic procedures. Especially if you have to go back a month and explain to a customer your thought process or share with a coworker how and why you arrived a certain conclusion.

This process is really no different than what Trevor has outlined above, but I wanted to share what I do incase it sparks any ideas especially from the documentation side of things.

I always tell people- this template works me, feel free to apply it to what will work for you.

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