Rapid Repair Assessment Process

The following describes the rapid repair assessment process.

1. A truck arrives at the service provider's location and the customer checks in with the service consultant. During check in, the preferred method of communication with the customer is determined and authorization is obtained for up to two hours of diagnostics. This is when the two-hour diagnostic time frame begins. The mission-disabling complaint is identified and is logged into the shop as a rapid repair assessment issue.
2. The truck is then brought into the shop within two hours of check in. Once the truck is brought into the shop, the diagnostic technician has up to two hours to diagnose the mission-disabling complaint. By the two-hour mark, the diagnostic technician communicates his or her findings to the service department about what is needed to complete the repair. The parts department is then contacted about parts pricing and availability so a complete estimate can then be prepared. If, at this point, the diagnosis is not complete, the diagnostics are stopped so authorization for more time can be obtained.
3. Once provided with an estimate, the customer makes the decision to either proceed with the repair or more diagnostics. Results are delivered using the customer's preferred method of communication. If more diagnostics are needed and authorized by the customer, the rest of the diagnostic work is now moved to the regular work flow of the shop - unless the diagnostic technician has time to get back to this truck without affecting the new repair orders being generated. This should be the exception and not the rule. If there are more issues with the truck, then the customer decides - if time permits - to get the non-mission disabling items addressed with the service provider.