Inquiry

Inquiry Inquiry

1. Use an inquiry sheet in order to fully understand the customer's stated description.

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.

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.

Inquiry key points

· What Problem symptoms · When Date, time, occurrence frequency · Where Road circumstances · In what kind of situation Travel conditions, operating conditions, weather · What happened How were symptoms detected

Engine control system questionnarire

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 engine control system questionnarire.

1

2

Name

1.Trouble symptom 2.Frequency of trouble occurrence / 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.