* SYMPTOM CHECK LIST *

1988 Jeep Cherokee

SYMPTOM CHECK LIST WORKSHEETS

* PLEASE READ THIS FIRST *

NOTE: This article is intended for general information purposes only. It does not apply specifically to one make or model.

PURPOSE

Why Use the Symptom Check List Worksheets?

One of the most difficult and critical lines of communication is between the service customer and the technician. The clearer the technician understands the customers concerns, the more likely the problem will be "fixed right the first time".

The Symptom Check List Worksheets in this article are designed to improve this communication. When used consistently, they can be helpful in reducing shop comebacks, increasing technician productivity, and producing satisfied customers. They also provide other benefits:

  1. Reduce "No Trouble Found" problems

  2. Increase customer involvement

  3. Customer perceive that "they really care and listen"

  4. Save time during peak write-up periods

  5. Reduce recontacting customers for additional information

  6. Improve night drop information

  7. Insure all the right questions are asked at write-up

Making the Worksheets a Part of Your Normal Routine The following information contains ideas that may be helpful in forming habits that promote daily use of the Symptom Check Lists:

  1. HAVE THE SERVICE ADVISER FILL OUT THE FORM(S) WITH THE
    CUSTOMER WHENEVER POSSIBLE.

  2. Place them in your night drop for the customer to fill out,
    along with an instruction sheet to help them understand what
    to do.

  3. Hand out the worksheets to customers while they wait in line
    during the 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.

  4. Make sure it is attached to the hard copy when it goes to the
    technician.

  5. Place a copy with the final repair papers and review it with
    the customer at delivery.

  6. Put a new worksheet in the glovebox of all departing
    customers.

  7. Require that you personally see a copy of all worksheets
    filled out for shop comebacks.

  8. Hold a shop meeting to get employee buy-in and their ideas on
    how to make it effective in your shop.

There are many other ways to utilize the concept, but as with every other idea, successful implementation depends on employee involvement and buy-in.

SYMPTOM CHECK LIST WORKSHEETS

CONDENSED VERSION - ALL ON ONE PAGE

NOTE: Have the service adviser fill out this form with the customer

whenever possible.

Fig. 1: Entire Vehicle - Symptom Check List For Customer

FULL VERSION - ALL ON FOUR PAGES

NOTE: Have the service adviser fill out these forms with the

customer whenever possible.

Dear Valued Customer:

Our goal is to fix your problem correctly and gat you back on the road as soon as possible in the unlikely event you experierce a problem with your vehicle. Help us identify the exact nature of the concern by taking a few moments to complete the appropriate section of this diagnostic worksheet. Thank you.

CUSTOMER NAME:

PHONE NO.:

REPAIR ORDER NO.:


DIAGNOSTIC WORKSHEET


Fig. 2: Symptom Check List - Page 1

50(115061

BRAKES - STEERING - SUSPENSION




CUSTOMER NAME:

PHONE NO.:

REPAIR ORDER NO:


SHOP USE ONLY: VIN#:

MILES:

TECHNICIAN:

ADVISOR#:

50H15062

Fig. 3: Symptom Check List - Page 2

AIR CONDITIONING - HEATER - VENTILATION


EXPLAIN:.




CUSTOMER NAME:

SHOP USE ONLY:

VIN#: MILES:

50T15063

Fig. 4: Symptom Check List - Page 3

PHONE NO.:

TECHNICIAN:

REPAIR ORDER NO:

ADVISOR*:

WATER LEAK - WINDNOISE

CUSTOMER NAME:

CUSTOMER NAME:

SHOP USE ONLY: VIN#:

MILES:

PHONE NO.:

TECHNICIAN:

REPAIR ORDER NO: ADVISOR*:

50.115064

Fig. 5: Symptom Check List - Page 4

INDIVIDUAL SYSTEM-BASED CHECK LISTS

NOTE: Have the service adviser fill out these forms with the customer whenever possible.

CUSTOMER NAME:

CUSTOMER NAME:

SHOP USE ONLY: VIN#: 50HI50S4

Fig. 6: Engine Driveability

PHONE NO.:
MILES: TECHNICIAN:

& Automatic Transmission

BRAKES - STEERING - SUSPENSION


501559

Fig. 7: Brakes, Steering, & Suspension



50.415057

Fig. 8: Air Conditioning, Heater & Ventilation

ELECTRICAL - RADIO - TAPE/CD PLAYER

50B15058

Fig. 9: Electrical, Radio & Tape/CD Player

SYMPTOM CHECK LIST * Article Text (p. 9)1988 Jeep CherokeeFor none none none none noneCopyright

50.115056

Fig. 10: Manual Transmission & Clutch

SQUEAK - RATTLE - NOISE CONDITIONS

50F15060

Fig. 11: Squeak, Rattle, & Noise Conditions


50TI5055

Fig. 12: Water Leak & Wind Noise