Repair Section
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2.2 Inquiries
z Use the Common Rail System (CRS) troubleshooting questionnaire to consult with the customer and adequately grasp
the malfunction symptoms.
< NOTE >
Do not ask random questions. Rather, ask questions that will aid in narrowing down the possible malfunctioning system
while making educated guesses based on the actual symptoms.
Questioning points
z Use the following questions as a basis to fully grasp the malfunction.
• What?: Malfunction symptoms
• When?: Date, time, frequency of occurrence
• Where?: Road conditions
• Under what conditions?: Driving conditions, engine operating conditions, weather
• How?: Impression of how the symptoms occurred.
CRS troubleshooting questionnaire
z When the vehicle is received at the service center, it is necessary to verify the "malfunction symptoms" and the "gener-
ated malfunction data" with the customer. Consult with the customer using the CRS troubleshooting questionnaire. The
troubleshooting questionnaire is necessary for the following reasons.
Reasons
• There are cases when the malfunction symptoms cannot be reproduced at the service center.
• The customer's complaint is not always limited to the malfunction.
• If the person performing repairs is not working from the correct malfunction symptoms, man-hours will be wasted.
• The questionnaire can aid the service center in diagnosing, repairing and verifying repair work.
Q002315E
Questioning Results
Inspection Results
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