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