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Generic Soft Skills Problem Solving

EBOOKBKMT
Course Objectives

On completing the course successfully:

• the participants will be able to obtain information from customers, road-t
ests and from other sources.
• the participants will be able to perform the logical thought processes and
practical activities to obtain a good diagnosis.
• the participants will be able to evaluate and rank a number of diagnostic
techniques.
• the participants will be able to explain the difference between a causal p
art and a faulty part and perform appropriate tests.
• the participants will be able to select tools and equipment that are appro
priate for each job.
• the participants will be able to select the appropriate problem solving tec
hnique to diagnose specific faults.
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Course content
– Introduction
– Finding the Information
– Analyzing the Evidence
– Finding the Fault
– Checking the Solution
– Tools and Equipment
– Diagnostic Techniques
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Lesson 1 – Finding the information

• Road testing methods

• Other information sources
• Diagnostic methods
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Example questions for customers

• Open questions first: What? Where? When? How?

• Listen to scope of faults!

Then closed questions, e.g.

• Did it smell of petrol?

• Was it making a rattle?
• Does it start okay when warm?
• Is there oil on the driveway?
• Eliminate okay systems!
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Road testing methods

• Get the customer to drive

• Replicate the precise conditions
• Get customer to demonstrate symptoms
• Make notes
• Exchange places
• Replicate the concern
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Other information sources

• Colleagues
• Vehicle Service History
• OASIS
• Technical Service Bulletins
• Technical Information System (TIS)
• Ford Service Literature
• Vehicle system test manual
• Recall Actions
• Technical Hotline
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Lesson 2 – Analysing the evidence

• Logical sifting of information

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Analysing the evidence

Correct analysis action, e.g.

• Logical thought process

• Brainstorming
• Further reading
Incorrect analysis action, e.g.

• Oversimplifying
• Follow common habits
• Diagnosing before gathering all evidence
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Lesson 3 – Finding the fault

• Algorithms / Flow charts

• Causal and consequential parts
• Prioritising
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Lesson 4 – Checking the solution

• Who benefits from checking?

• Best checking methods
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Who benefits from checking?

Dealer
• Minimizes service costs

Technician
• Reduces lost time
• Productivity bonus
• Technical reputation

Customer
• Total satisfaction
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Lesson 5 – Tools and equipment

• Types of diagnostic tools

• Diagnostic equipment
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Types of diagnostic tools

Sensory
• Touch
• Hearing
• Sight
• Smell
• Taste
• Scientific
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Lesson 6 – Diagnostic techniques

• SSCC method
• Boundary method
• Functional Block Diagrams
• Half-Split method
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SSCC method

• 1. Symptom
• 2. System
• 3. Component
• 4. Cause
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Boundary method

• 1. Draw boundary
• 2. Inputs
• 3. Outputs
• 4. Checks/Tests
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Functional block diagrams – Rules

• 1. Inputs at left, outputs at right

• 2. Connect using lines of influence
• 3. Don’t cross lines of influence
• 4. Draw diagram sequentially
• 5. Diagrams needed for each mode of operation
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Functional Block Diagrams – Levels

• 1st Level – Total system

• 2nd Level – Sub-systems
• 3rd Level – Individual components
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