Release Notes

Inspection Rules - Technician

Posted by Manuel Soto Thursday, March 13, 2014
  1. Make recommendations based on facts, not based on time or mileage.
    1. If you can see it, feel it, hear it, smell it, etc., it’s a physical condition, and therefore a fact that should be shared with the customer.  This is done with an appropriate observation (cause) and recommendation (correction).
    2. Fail =Items that are broken or no longer functioning as designed, wear item that has worn minimum below specification.
    3. Caution =Items that are showing signs of wear, slightly dirty, etc… but still doing its job as designed.
  2. Original customer concerns that appear on the RO are addressed in the inspection whenever possible. 
    1. If the fix to a customer’s concern is found on the inspection form caution or fail that task with the appropriate Observation and Recommendation in the inspection.
      • On the Treatment Plan drag and drop the inspection recommendation to associate it with the original customer concern line.
    2. If the fix to the customer’s diagnostic request is NOT addressed in the inspection form use “Add Rec” and associate the Observation and Recommendation to the original concern line.
    3. Non-Diagnostic RO Lines (LOF, Perform alignment, etc.) that are to be performed do not require any observations or recommendations to be made.
    4. Items that the customer requested to be done during the current visit should be marked as “Pass” if it is also found as an inspection item.
  3. Sellable Recommendations that do not address the customers’ primary concerns are documented in the Inspection or by using Add Rec.
    1. Recommendations that exist in the inspection form get recorded in the inspection.
    2. Recommendations that do not exist in the inspection form are added as Additional Recommendations using Add Rec with an indication of caution or fail.
  4. All Failed observations must have a sellable recommendation associated with them.
    1. Observation=“Cause”   |   Recommendation=“Correction”
    2. This gives the customer the ability to make an informed purchasing decision.
    3. Cautioned items do not require a recommendation to be made on them.
  5. All recommendations must make sense to the vehicle owner.
    1. Use simple terms - avoid acronyms, industry jargon, trouble codes, part numbers, etc.
    2. A good rule of thumb is to keep the observations and recommendations to 10 words or less and worded such that would make sense to grandma over the phone.
    3. Examples:
      • Incorrect - Observation“Wires” and Recommendation: “Replace”.
      • Correct – Observation: Found spark plug wires damaged” and Recommendation: “Replace spark plug wires”.

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