01-00-89-010J Comeback Prevention Information and Using Customer Concern Verification Sheets (CCVS) - (Nov 12 2012) Driveline Control 4WD Driveline Control - part 5
Technical Assistance Information Form (TAIF)
Answer the questions in the form, PRIOR to contacting TAC. Preparing for your callin advance will allow TAC personnel to reduce your call time and provide quality recommendations.After contacting TAC, complete the remaining three sections of the form.
TAC Case Call Log Sheet
Update the TAC Case Call Log before and after each call.
Technical Assistance Center Phone Prompts
For U.S. dealers the TAC phone prompt chart is available on GlobalConnect under ServiceForms.
For Canadian dealers the TAC phone prompt chart is available on GlobalConnect > ServiceLibrary > Technical Assistance Centre.
Parts Application Issues — Parts Catalog Issues — Parts Delay — Customer Special Order(CSO) — Service Parts Assistance Center (SPAC) Case
-When parts are delayed or other ordering issues occur, the service department MUST perform the following actions:ENSURE that the parts manager has requested a Customer Special Order (CSO).ENSURE that the parts manager has upgraded to a Service Parts Assistance Center (SPAC) caseas quickly as possible.For parts catalog, parts concerns or parts application issues, utilize the parts departmentand when those efforts have been exhausted follow the applicable parts support channelsoffered by GM to resolve the customer's concern as quickly as possible.Strategy Based Diagnosis
The goal of Strategy Based Diagnosis is to provide guidance when creating a plan ofaction for each specific diagnostic situation. By following a similar plan for eachdiagnostic situation, maximum efficiency will be achieved when diagnosing and repairingvehicles.
Although each of the Strategy Based Diagnosis boxes are numbered, it is not requiredthat every box be completed in order to successfully diagnose a customer concern.
The first step of the diagnostic process should always be: Understand and Verify theCustomer's Concern.
The final step of the diagnostic process should always be: Repair Verification.Understand and Verify the Customer's Concern. The first part of this step is to obtainas much information as possible from the customer. Are there aftermarket accessorieson the vehicle- When does the condition occur- Where does the condition occur- Howlong does the condition last- How often does the condition occur- In order to verifythe concern, the technician should be familiar with the normal operation of the systemand referto the owner or service manual for any information that is needed.Vehicle Operating as Designed: This condition exists when the vehicle is found tooperate normally.