Step 1: Customer Complaint Analysis

Record details of the problem (failure, complaint) and how it occurred as described by the customer. For this purpose, use of such an inspection form in order to collect necessary information to the point required for proper analysis and diagnosis. Check if the problem described in "Customer questionnaire" occurs actually in the vehicle if necessary.

Fig 1: Identifying Customer Questionnaire Form

Courtesy of SUZUKI OF AMERICA CORP.