Vehicle - Use of a Diagnostic Worksheet
File In Section: 0 - General InformationBulletin No.: 58-01-01
Date: June, 1995
Subject:
Use of a Diagnostic Worksheet
Models:
1995 and Prior Model Year Passenger Cars and Trucks
During the last few years we have made great strides in the quality of services we deliver to our customers. Customer satisfaction levels are high but as it goes up so does our customers expectations. In order to remain competitive and retain our valuable customers in the future, we will have to keep improving customer services. The key to future improvement will be bettering communications with our customers.
One of the most difficult and critical lines of communication is from service customers to the technician. The more clearly the technician understands the concern and its symptoms, the more likely the problem will be "fixed right the first time". With that in mind, there has never been a better time to revitalize the use of a Diagnostic Worksheet. Recent STG field programs and current dealer/retailer usage have proven them to be valuable tools to help technicians diagnose and repair customer concerns. Dealers/retailers also report they are very helpful in reducing shop comebacks, increasing technician productivity and producing satisfied customers. There are many other benefits gained from using the worksheets, a few of which are listed below:
^ Reduces "No Trouble Founds"
^ Increases customer involvement
^ Customer perception of "they really care and listen"
^ Saves time during peak write-up periods
^ Reduces recontacting customers for additional information
^ Improves night drop information
^ Insures all the right questions are asked at write-up
Enclosed is a copy of an all new GM-wide Diagnostic Worksheet that is available for use in dealerships/retail facilities. They are available to you at no cost. To obtain these worksheets, call MASCOTECH at 1-800-393-4831 and request form number DWS95. Please limit your requests to a reasonable quantity. You may also have this reproduced locally. If you have any comments or suggestions regarding this form, call STG Customer Support at 1-800-828-6860.
THE INFORMATION BELOW CONTAINS IDEAS AND THOUGHT STARTERS THAT MAY BE HELPFUL IN GETTING YOU STARTED USING THE "DIAGNOSTIC WORKSHEET".
^ Have your service advisors fill out this form with the customer whenever possible.
^ Place in your night drop for the customer to till out along with an instruction sheet to help them understand what to do.
^ Have a porter or greeter give the form to customers while they wait in line during peak morning rush and ask them to fill it out. It will save time for all concerned and improve the quality of information received from the customer.
^ Make sure it is attached to the hard copy when it goes to the technician.
^ Place a copy with the glove box papers and review it at delivery.
^ Review the sheet at your Service Department introduction during the delivery process.
^ Require that you personally see a copy of all worksheets filled out on shop comebacks.
^ Hold an all Service Department meeting to get employee buy-in and their ideas on how to make it effective in your dealership service operations.
^ Put a worksheet in the glovebox of all departing service customers.
^ Cover this as part of your new owner clinics.
There are many other ways to utilize the concept, but as with every other idea, successful implementation depends on employee involvement and buy-in.
DIAGNOSTIC WORKSHEETS
Driveability - Engine - Automatic Transmission
Water Leak - Windnoise; Manual Transmission - Clutch; Comments
Air Conditioning - Heater - Ventilation; Electrical - Radio - Tape/CD Player
Brakes - Steering - Suspension; Squeak - Rattle - Noise Conditions