Customer Problem Analysis
HINT:
- In troubleshooting, confirm that the problem symptoms have been accurately identified. Preconceptions should be discarded in order to give an accurate judgement. To clearly understand what the problem symptoms are, it is extremely important to ask the customer about the problem and the condition: at the time it occurred.
- As much information as possible should be gathered for reference. Past problems that seem unrelated may also help in some cases. In the "Diagnostics" information, a Customer Problem Analysis Check sheet is provided for each system.
- items are important points in the problem analysis:
Important Points with Customer Problem Analysis
- What - Vehicle model, system name
- When - Date, time, occurrence frequency
- Where - Road conditions
- Under what conditions? - Running conditions, driving conditions, weather conditions
- How did it happen? - Problem symptoms
Example: