Customer Problem Analysis

CUSTOMER PROBLEM ANALYSIS

HINT:
- In troubleshooting, the problem symptoms must be confirmed accurately, meaning that all preconceptions must be set aside in order to make an accurate judgement. To ascertain what the problem symptoms are, it is extremely important to ask the customer about the problem and conditions when it occurred.

- The following 5 items are important points in the problem analysis. Past problems which are thought to be unrelated and the repair history, etc. may also help in some cases. So, as much information as possible should be gathered and their relationship with the problem symptoms should be correctly ascertained for reference in troubleshooting. A customer problem analysis table is provided for your use in the Diagnostics section for each system.

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

Customer Problem Analysis Check:

(Sample) Supplemental restraint system check sheet.