Diagnostic Worksheet - Usage
File In Section: 00 - General InformationBulletin No.: 01-00-89-010
Date: June, 2001
WARRANTY ADMINISTRATION
Subject:
Information on Use of Diagnostic Worksheet
Models:
2002 and Prior Model Year Passenger Cars and Trucks
This bulletin is being revised to add model years and update the text. Please discard Corporate Bulletin Number 58-01-01 (Section 1 - General Information).
During the last several years, we have made great strides in the quality of services we deliver to our customers. Customer satisfaction levels are increasing, but as these levels go up, so do our customers' expectations. In order to remain competitive and retain our valuable customers in the future, we will have to keep improving customer satisfaction. The key to future improvement will be enhancing communications with our customers. One of the most challenging aspects of our business is to communicate the concern from the customer to the technician. The more clearly the technician understands the concern and its symptoms, the more likely the problem will be fixed right the first time." With that in mind, there has never been a better time to revitalize the use of a diagnostic worksheet. GM Service Operations is releasing a revised diagnostic worksheet based on input from GM Technical Assistance, Service Engineers, Service Manual Writers and a select group of retail Dealer Service Directors. The new diagnostic aid, streamlined to a single sheet, reflects today's product without sacrificing content. Dealers/retailers report they are very helpful in reducing shop comebacks, increasing technician productivity and producing satisfied customers. Here are a few of the many benefits gained from using the worksheets:
^ Reduces "no trouble founds"
^ Increased customer involvement
^ Customer perception of "they really listen and understand"
^ Saves time during peak write-up periods
^ Reduces recontacting customers for additional information
^ Improves night drop box information
^ Ensures all the right questions are asked a write-up
An example of the GM-wide diagnostic worksheet. available for use in all dealership retail facilities, at the end of this bulletin. This example may be printed and reproduced locally. Dealers in the US may also contact Dealer Support Materials at 1-800-235-8521 and request Form Number DWS-Q to obtain these worksheets at no cost. Please limit your requests to a reasonable quantity. If you have any comments or suggestions regarding this form. call GM Service Operations Techline Customer Support Center at 1-800-828-6860.
The information below contains ideas and thought- starters that may be helpful in getting you started using the diagnostic worksheet.
^ Have your service consultant fill out this form with the customer whenever possible.
^ Place the form in your night drop box for the customer to fill out along with an instruction sheet to help them understand what to do.
^ Have a porter or greeter give the form to customers while they wait in line during 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.
^ Make sure to attach the form to the paperwork that goes to the technician.
^ Review the form at your service department introduction during the new vehicle delivery process.
^ Require that you personally see a copy of all worksheets filled out on shop comebacks.
^ Hold an all-service department meeting to get employee buy-in and their ideas on how to make the form effective.
^ Put a worksheet in the glove box of all departing service customers.
^ Cover this as part of your new owner orientation clinics.
There are many other ways to utilize the concept, but as with every other idea, successful implementation depends on employee involvement and buy-in.
DISCLAIMER