ECM SYSTEM
WG1605-G-E3,WG1605-L-E3,WG1605-GL-E3, DM
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[2] QUESTIONING
• Use the trouble check sheet to ensure that the customer's explanation is fully understood.
• Accurately judge information concerning the malfunction.
Grasp the situation firmly, using five 5W1H (Who, What, When, Where, Why, How) as a basis.
Ex: Low ambient temperature, starting, normal conditions, proximity to engine, metallic noise, etc.
(Reference)
Do not ask random questions. Ask questions that will aid in narrowing down the possible malfunctioning system
while making educated guesses based on the malfunction symptoms.
Questioning Points
Trouble Check Sheet for WG Engines
When the machine is received from the customer, it is
necessary to verify the "malfunction symptoms" and the "generated
malfunction data" with the customer. This is performed based on the
trouble check sheet.
Because:
• The malfunction symptom may not be reproduced at the
workshop.
• The customer's complaint does not always match the
malfunction.
• If the person performing repairs is not working from the correct
malfunction symptoms, man-hours will be wasted.
The question chart can aid the service person in diagnosing,
repairing and verifying repair work.
What? Malfunction symptom
When? Date, time, frequency of occurrence.
Where? Field conditions
What were conditions like at the time of
malfunction?
Driving conditions, operating conditions,
weather.
What happened? Type of malfunction.
(1) Trouble Check Sheet
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