6.4 Guided troubleshooting
6.4 Guided troubleshooting
The guided troubleshooting is an interactive application accessible via DAF RMI.
It enables Service Advisors to systematically document the customer's concern. Based on this input and data from the diagnostic tool DAVIE, Technicians receive step-by-step instructions to identify the cause and carry out the necessary repair.
All actions performed by the Service Advisor and Technician are recorded in the a case file.
A summary of this file is available for communication with the customer.
All case data is accessible to both the company that created the case and DAF Trucks N.V.
The guided troubleshooting is a key tool for DAF in continuously improving troubleshooting instructions, repair procedures, standard repair times, warranty claims, and the product itself. This process relies heavily on the professional use it.
Case Data Analysis by DAF
DAF analyses case data with the following objectives:
- Improve troubleshooting instructions (efficiency and effectiveness)
- Identify opportunities to enhance the guided troubleshooting (e.g. new features, user experience)
- Detect product-related issues and initiate engineering improvements
Users and Training Requirements
The guided troubleshooting is used by Service Advisors, Repair & Diagnostic Technicians (RDT), and Master Diagnostic Technicians (MDT).
Professional use of the tool can only be ensured when these roles have completed the appropriate training (see section 11: Courses and Training Information).
Tooling Requirements
Optimal use of the guided troubleshooting requires DAF-prescribed special tools, both mechanical and electronic.
Without these tools, the tool cannot provide full support and guidance, and suggested repairs may not guarantee a first-time-right solution.
Tool prerequisites include:
- Mechanical tools: For removal/installation, adjustment, measurement, calibration, etc.
- Electronic tools: Battery testers, mini breakout boxes, ADAS calibration tools, DAVIE (DAF Diagnostic and Programming Tool), etc.
Quality Assurance and Data Integrity
The value of the guided troubleshooting depends on professional use by skilled personnel (e.g. MDTs), using the correct tools and following prescribed procedures.
Failure to meet these requirements results in ineffective use of the tool, with no benefit to the user and no contribution to tool improvement.
DAF Trucks N.V. reserves the right to deactivate guided troubleshooting access for users who submit incomplete or unreliable data, in order to protect the integrity of the database and ensure high-quality data for continuous improvement.