Troubleshoot Inquiry
Trouble diagnosis inquiry sheet
Inquiry
When receiving a main unit from the customer at a service plant, it is necessary to confirm the trouble symptoms and trouble occurrence data based on the trouble diagnosis inquiry sheet.
1. Use an inquiry sheet in order to fully understand the customer's stated description.
2. Judge trouble information accurately. Concretely understand trouble using 5W1H as a basis. Ex.: Low temperature, during starting, during normal operation, near the engine area, metal sound.
TE RN
AL
Note: Inquiry is not done in a haphazard manner. Inquiry is done to narrow down inspection from the problem symptoms (actual conditions) to an assumed problem.
1
Inquiry key points
· Where
CO US N F E ID O E F N TS TI M AL GL : F O OR BA T L H
· In what kind of situation
IN
· When
2
Problem symptoms Date, time, occurrence frequency Road circumstances Travel conditions, operating conditions, weather How were symptoms detected
E
· What
· What happened
Name 1. Trouble symptoms 2. Trouble frequency, trouble conditions Reasons for inquiry: • Problem symptoms cannot always be recreated at the service plant. • Customer complaints are not necessarily limited to trouble. • If the repair supervisor is not given correct information about trouble conditions, this will result in wasted repair man-hours. • The inquiry sheet is an aid for main unit diagnosis, repair, and repair confirmation at the service plant.
NST-10-03-009EN
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