The Thinking of Recurrence Prevention
The malfunction has not been completely resolved if the problem recurs immediately after repair. Therefore, it is important to pursue the true cause of the problem so that it will not recur.
Important points for preventing recurrence
• Is it an independent occurrence, or was it caused by another part? When starting the engine is difficult due to incomplete ignition by the smoldering spark plug, even if the malfunction is resolved by replacing or cleaning the plug, if the cause is not inspected, the malfunction could recur.
• Is it due to the life of the part? Parts will degrade after a long period of use, causing heat resistance and durability to worsen or become worn. As a result, they will not be able to maintain their original performance. Therefore, it is important to help the customer understand the concept that a part has a predetermined life.
• Is it due to improper maintenance? Even if the amount of oil used increases due to the engine malfunction, the true cause of the engine malfunction might be engine wear caused by oil degradation due to insuffi cient oil maintenance. Therefore, it is important to help the customer understand the importance of maintenance.
• Is it due to improper handling, operation or usage conditions? Even when usage or road conditions are the same, a difference in acceleration or shifting may cause malfunctions. Check for improper handling including rally driving, over-load, and toeing through diagnostic questioning.
• Is the customer’s expected performance too high? If there are no malfunctions and the performance of the customer’s vehicle is no worse than others of the same model, it is important to explain to the customer the function/performance of the vehicle based on diagnostic questioning to help him understand.