* 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 customer’s 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:

65535. Reduce "No Trouble Found" problems

65536. Increase customer involvement

65537. Customer perceive that "they really care and listen"

65538. Save time during peak write-up periods

65539. Reduce recontacting customers for additional information

65540. Improve night drop information

65541. 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:

65535. HAVE THE SERVICE ADVISER FILL OUT THE FORM(S) WITH THE
       CUSTOMER WHENEVER POSSIBLE.

65536. Place them in your night drop for the customer to fill out,
       along with an instruction sheet to help them understand what
       to do.

65537. 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.

65538. Make sure it is attached to the hard copy when it goes to the
       technician.

65539. Place a copy with the final repair papers and review it with
       the customer at delivery.

65540. Put a new worksheet in the glovebox of all departing
       customers.

65541. Require that you personally see a copy of all worksheets
       filled out for shop comebacks.

65542. 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

50Ñ15Ï59

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