For Troubleshooting
Si30-408
68
Troubleshooting
1. For Troubleshooting
Every service engineer shall have consciousness, confidence, responsibility, and pride
as a service person of manufacturer.
According to action patterns shown below, take prompt and on-target measures against defects
or failures pointed out by customers.
1. Thoroughly listen to complaints or requests from customers.
Hearing of complaints or requests from customers
Under what circumstances the customers will have complaints or be satisfied?
•
On what equipment, in which rooms or locations?
•
When? (
→
In the evening, at the startup in the morning, while all units are in operation,
while a small number of units are in operation, or else)
•
Under what circumstances? (
→
The system does not cool, water leakage or malfunction
occurs, or else)
2. Assume according to the contents of the hearing from customers and reproduce
circumstances (or approximate circumstances) under which defects are caused to
check the operating conditions. Furthermore, check the operating conditions under
any other circumstances.
Check the contents described in the attached check items on the operating conditions, and
then record them in the operating condition check sheet (p.108).
3. Referring to the book of case examples, check to be sure whether applicable
information is described.
4. Using the FTA technique, probe the causes of defects and narrow down the causes
by a process of elimination.
Referring to attached analysis on causes by FTA and samples, probe the causes of defects.
5. Take measures and check to be sure the conditions after the measures in the same
manner as that under 2.‚ above.
•
Failures or defects in products
→
Rectify them by repair or adjustment.
•
Defects in construction area or facility design
→
Contact the request party. (Prompt
contact with the distribution channel.)
6. Explain customers about overview, contents of checks, results of checks, contents of
measures, results of measures, and observations in plain expressions, have the
customers accept the explanation, and then leave the site.
There are differences among individuals in product knowledge, know-how, and likes and
dislikes. In order to enlist cooperation from other service engineers or sections, however, pin
down and recap at least 1. to 3. out of items aforementioned. After that, with service engineer’s
own observations added, the service engineer shall approach the customer.
(Be sure to try to rectify the failure or defect himself.)
