Making the Worksheets a Part of Your Normal Routine

The following information contains ideas that may be helpful in forming habits that promote daily use of the Symptom Check Lists:

• HAVE THE SERVICE ADVISER FILL OUT THE FORM(S) WITH THE CUSTOMER WHENEVER POSSIBLE.
• Place them in your night drop for the customer to fill out, along with an instruction sheet to help them understand what to do.
• Hand out the worksheets to customers while they wait in line during the 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 it is attached to the hard copy when it goes to the technician.
• Place a copy with the final repair papers and review it with the customer at delivery.
• Put a new worksheet in the glovebox of all departing customers.
• Require that you personally see a copy of all worksheets filled out for shop comebacks.
• Hold a shop meeting to get employee buy-in and their ideas on how to make it effective in your shop.

There are many other ways to utilize the concept, but as with every other idea, successful implementation depends on employee involvement and buy-in.