Vol 1, No 10, September 2007 - Quit Losing Money Over Quality Issues, Part 4: Tracking and Analyzing Repeat Repairs - Automotive Service Management Newsletters - Consulting - Training - J Daniel Emmanuel

Month: June 2005_

 

Customer Name

Previous RO#

Previous SA/Tech

Current RO#

Current SA/Tech

Symptom Not Corrected

# of Return Visits to Correct Symptom

Initial Cause for Repeat Repair

   Joan Murray

6505

Thomas/Franklin

6581

Thomas/Harris

Hesitation on acceleration

1

3

   Ed Johnson

6514

Edwin/Lewis

6588

Edwin/Lewis

Noise when braking

2

1

   Maureen Brown

6530

Edwin/Lee

6590

Edwin/Lee

Noise on Turns

1

4

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Initial Causes:

  1. No test drive or symptom verification at write-up
  2. Repair order contained little or no symptom information
  3. Dispatched to wrong technician
  4. Technician not using proper diagnostic procedures
  5. Technician did not use technical resources or TSBs
  6. Vehicle not quality checked upon completion of repair
  7. Special Ordered Part
  8. Defective Part

 

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