Exam 1: Strategy-Based Diagnostics

Which of the following is NOT represented by the "3 Cs" abbreviation?

The service history is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

The repair order is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Which of the following is NOT represented by the 3 Cs abbreviation?

Technician A says the work order should contain the customer's concern. Technician B says the work order should contain the cause of the concern and the correction of the concern. Who is correct?

Tech A says that the customer concern is the focus of step 1 of the diagnostic process. Often the concern is documented on the repair order prior to the technician receiving the vehicle. Tech B says the technician who works on the vehicle should take time to fully understand the concern, read the repair order, and possibly talk further with the customer to understand the nature of the problem. Who is correct?

Two technicians are discussing a transmission problem. Tech A says that it is important to test drive the vehicle because there may actually be no issue with the vehicle and the customer complaint is actually a normal operational characteristic of the transmission. Tech B says you should always check TSBs before performing any service of the transmission because the manufacturer may have updated a component. Who is correct?

Tech A says the strategy-based diagnostic process is a scientific process of elimination. Tech B says the strategy-based diagnostic process begins with scanning the vehicle for DTCs. Who is correct?

Technician A says that repair orders are legal documents so they need to be filled out accurately and carefully. Technician B says that ensuring the repair order is well written, clear, and concise promotes a professional reputation. Who is correct?

Tech A says that technicians are frequently paid by the job, or flat rate, rather than paid hourly. Tech B says rushing the repair is best for the customer, so they get their vehicle back quickly. Who is correct?

________ stands for the procedure and parts that will be used to fix the problem.

Tech A says that when diagnosing a transmission problem, it is important to first verify the customer concern by taking the vehicle on a road test if possible. Tech B says that you should check for TSBs during the diagnostic process. Who is correct?

All of the following statements with respect to the 3 Cs are true except:

Technician A says that the 3 Cs are the "customer, complaint, and concern." Technician B says that the 3 Cs are "concern, cause, and correction." Who is correct?

The technician follows the specified procedure for properly testing the tire pressure. This is which step of strategy-based diagnosis?

The best way to address intermittent faults is to:

Tech A says that a repair order is only used in the shop and will be discarded when the vehicle is complete. Tech B says that the repair order is a legal document and could be used in a court. Who is correct?

Technician A says to always work safely and use the proper tools and correct PPE. Technician B says to identify and document the root cause of the customer's concern. Who is correct?