[1] Customer Problem Analysis

1. CUSTOMER PROBLEM ANALYSIS
In troubleshooting, the problem symptoms must be confirmed accurately and all preconceptions must be cleared away in order to give an accurate judgment. To ascertain just what the problem symptoms are, it is extremely important to ask the customer about the problem and the conditions at the time it occurred.

Important Points in the Problem Analysis:
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 its relationship with the problem symptoms should be correctly ascertained for reference in troubleshooting. A customer problem analysis table is provided in the diagnostics section for each system you use.


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