Customer Problem Analysis


• In troubleshooting, confirm that the problem symptoms have been accurately identified. Preconceptions should be discarded in order to make an accurate judgment. To clearly understand what the problem symptoms are, it is extremely important to ask the customer about the problem and the conditions at the time the malfunction occurred.

• Gather as much information as possible for reference. Past problems that seem unrelated may also help in some cases.

• The following 5 items are important points in the problem analysis:


Vehicle model, system name


Date, time, occurrence frequency


Road conditions

Under what conditions?

Running conditions, driving conditions, weather conditions

How did it happen?

Problem symptoms

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