THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
rodwelch@pacbell.net


S U M M A R Y


DIARY: June 15, 1995 10:30 AM Thursday; Rod Welch

Took car to S&C Ford for maintenance, trip to San Diego.

1...Summary/Objective
2...Radiator Coolant Hose
3...Belts, Cracking Observed
4...Action Items Missing
5...Interpreting Invoice Entries
6...Serpentine Belt Replacement
.....Belt Problem Not Immediate
7...Power Steering Flush
8...Verbal Notice - Power Steering Flush
9...Documentation Needs Improvement, S&C Working on Changes


..............
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CONTACTS 
0201 - S & C Ford                                                                                                                                                     O-00000569 0203
020101 - Mr. Carl Redling; Service Advisor; Service Department
0202 - S & C Ford                                                                                                                                                     O-00000569 0201
020201 - Mr. Bob Radcliff; Manager; Service Department

SUBJECTS
Millie's Mercury Sable, 940423
Mercury Sable, 1993
950404 service
Service for trip to San Diego
Warranty
Serpentine Belt

0708 -
0708 -    ..
0709 - Summary/Objective
0710 -
071001 - Follow up
071002 -
071003 - Follow up ref SDS 7 0000, ref SDS 5 0000.
071004 -
071005 - Received WO ref DRT 1 setting out service and estimate of cost.  Work
071006 - was completed with discovery of additional items that need
071007 - repair/replacement.  Some were done today, others will be performed
071008 - when we return from vacation.
071009 -
071010 -
071012 -  ..
0711 -
0712 -
0713 - Discussion
0714 -
071401 - I pulled into S&C about 1030 and Carl was in the customer order entry
071402 - area.  Had to wait only about 3 minutes.
071404 -  ..
071405 - We checked the record and decided to do the Fuel Injection service and
071406 - change the oil, plus do a safety check.  I asked if the mechanic could
071407 - check the tension on the brake pedal.  Carl asked if I thought it was
071408 - defective.  I said it seems adequate during normal driving but when we
071409 - are stopping on downhill grade, such as California Street in SF, there
071410 - may be more softness than there should be.  I would feel better if the
071411 - mechanic tested the brake pedal to see if he thinks a more extensive
071412 - brake inspection and/or service might be indicated.
071414 -  ..
071415 - I advised Carl that we are going on another long vehicle trip and so
071416 - would like a safety check like they did the last time.  This is in the
071417 - WO at ref DRT 1 line 58.
071419 -  ..
071420 - Carl said my timing was not good in arriving.
071422 -  ..
071423 - The entire shop takes a 30 minute break at 1030, so no one can start
071424 - work until 1100.  He said the fuel injection service takes about 45
071425 - minutes.
071427 -  ..
071428 - I asked if it can be done concurrent with changing the oil, rather
071429 - than sequential.
071431 -  ..
071432 - Carl said he will personally take the car to a mechanic he feels is
071433 - conscientious, and will ask him to have the car finished by noon.
071434 -
071435 -
071436 -
071438 -  ..
0715 -
0716 -
0717 - 1145 discussion with Carl
0718 -
071801 - Radiator Coolant Hose
071802 -
071803 - He said the safety inspection showed a slight leak in a radiator
071804 - coolant hose.  Carl said his preferred solution is to replace the
071805 - hose,and that this is covered by warranty.  He will investigate to see
071806 - if he has the hose in stock, and if so, they will install it now which
071807 - will take another half hour, because the access is difficult.  If he
071808 - does not have a hose, they will put a temporary clamp on it, and we
071809 - can get it swapped out when we return from our trip.
071811 -  ..
0719 -
0720 -
0721 - 1205 discussion with Carl
0722 -
072201 - He said he was successful in locating a replacement radiator hose. The
072202 - work is underway and will be complete in about 30 minutes.  He is
072203 - going to lunch.  I will be notified to sign the documents when the
072204 - work is complete.
072205 -
072207 -  ..
072208 - Belts, Cracking Observed
072209 -
072210 - Carl said the mechanic has reported seeing some cracking in a belt. It
072211 - is not a safety concern for our trip over the next week or so, but
072212 - Carl feels consideration should be given to replacing the belt within
072213 - the next few thousand miles, depending upon how long our trip is.
072215 -  ..
072216 - I asked if this work is covered under warranty.
072218 -  ..
072219 - Carl said the warranty is 3 years or 36K miles which ever comes first.
072221 -  ..
072222 - I asked Carl to have the mechanic or someone enter this recommendation
072223 - as a pending action item in the invoice, so I can be alerted to
072224 - schedule action before the warranty expires.  I explained that I may
072225 - not remember to create a task for this based solely on Carl's verbal
072226 - explanation.  However, our practice is to review the documentation for
072227 - indications of needed follow up, and so if the mechanic enters a
072228 - pending action item, this entry will help ensure I remember Carl's
072229 - verbal notice.  I will also be able to link the new follow up task to
072230 - the entry in the S&C invoice, so it is clear when it comes time for
072231 - action, what needs to be done and why.  Carl said he will ask the
072232 - mechanic to make a clear entry in the invoice that further belt
072233 - inspection is needed.
072235 -  ..
072236 - See below. ref SDS 0 4567
072237 -
072239 -  ..
0723 -
0724 -
0725 - 1244 notified car ready
0726 -
072601 - A staff person stopped in the lounge and asked if my car is the grey
072602 - Sable, and noted that if so it is ready.
072604 -  ..
072605 - I went to the window where the invoice is paid.  There was a 10 minute
072606 - delay or so due to analysis in the "Warranty Department."
072608 -  ..
072609 - I was asked to fill out a TQM form.  I did that, giving S&C high marks
072610 - on everything entered on the form.  At this time it seemed everyone
072611 - had done a great job.
072613 -  ..
072614 - Action Items Missing
072615 -
072616 - When I received the invoice, I looked for the work replacing the hose
072617 - and for a notice that the belt needs inspection after our vacation. I
072618 - could not find these entries.  I asked the person who assembled the
072619 - invoice and took payment, for assistance to find these entries.  She
072620 - asked me to discuss it with Larry at the other service counter.
072622 -  ..
072623 - Walking to the Service Counter I asked for assistance in finding
072624 - Larry.  A staff member introduced himself as Bob and offered to help.
072626 -  ..
072627 - I explained my discussion with Carl, and asked for help finding in the
072628 - documents where the hose lead and replacement are identified, and
072629 - where the belt inspection is reported as requiring follow up action.
072631 -  ..
072632 - Interpreting Invoice Entries
072633 -
072634 - Bob reviewed the form with me for a few seconds.  He drew my attention
072635 - to the line on page 2 that says:
072636 -
072637 -    32033 590 TOP FLUIDS, LUBE, CK BELTS AND HOSES RECOMMEND HEATER
072638 -    HOSE REPLACEMENT DUE TO LEAK POWER STEERING FLUSH AND SERPINTINE
072639 -    BELT CK BRAKE PEDAL OPERATION OK
072641 -  ..
072642 - Bob feels this entry comprises a recommendation by the mechanic that
072643 - the following work be performed:
072644 -
072645 -       1.  Replace the heater hose due to a leak.
072646 -
072647 -       2.  Power steering flush [meaning unclear]
072649 -            ..
072650 -       3.  Serpintine belt [something be done]
072652 -  ..
072653 - I asked how to interpret the invoice to draw the meaning Bob cites?
072655 -  ..
072656 - Bob said he feels the invoice should have some more commas.
072658 -  ..
072659 - I noted the use of commas on the line above the one in question, and
072660 - asked how the customer can determine where more commas are supposed to
072661 - be implied to clarify the intent of S&C Ford?
072663 -  ..
072664 - Bob feels this is difficult for the customer to determine.
072665 -
072667 -  ..
072668 - Serpentine Belt Replacement
072669 -
072670 - I asked Bob where the invoice accomplishes the request this morning
072671 - for S&C to set out a pending action item for belt inspection, so I can
072672 - follow up? ref SDS 0 1521
072673 -
072674 - Bob said follow up action is implied because the mechanic recommends
072675 - replacement of the serpentine belt and there is no action in the
072676 - invoice showing this recommenation was carried out.  He cited the
072677 - entry that says heater hoses and clamps were replaced, as the basis
072678 - for concluding that more work is needed on the Serpentine belt.
072680 -  ..
072681 - Bob indicated this interpretation does not accomplish our intent to
072682 - give the customer a clear notice that further action is needed.
072683 -
072685 -      ..
072686 -     Belt Problem Not Immediate
072687 -
072688 -     When Bob and I looked at the belt (he said there is only one belt
072689 -     in our car, despite the invoice reference to "belts"), we could
072690 -     not see evidence of cracking, cited this morning. ref SDS 0 1521
072691 -
072692 -     I explained our interest to err on the side of safety, recalling a
072693 -     trip to Oregon a few years ago when car failure occurred going up
072694 -     Grants Pass, ref SDS 1 9675.  We don't want that to happen again.
072696 -      ..
072697 -     At that time we had a Chevrolet.
072699 -      ..
072700 -     So far we are pleased with our switch to Ford based on their more
072701 -     prudent approach to preventive maintenance.
072703 -      ..
072704 -     Bob said the belt does not need to be replaced at this time.  S&C
072705 -     will continue to monitor conditions on subsequent service visits,
072706 -     as part of preventive maintenance.
072708 -      ..
072709 -     Bob plans to review belt replacement standards with S&C mechanics.
072711 -      ..
072712 -     We considered replacing the belt as a warranty item.  Since the
072713 -     car is still under warranty, it might be prudent to go ahead to
072714 -     minimize the cost of future repairs.
072715 -
072716 -         [On 950717 Serpentine belt replaced no charge. ref SDS 9 2622]
072717 -
072718 -
072720 -  ..
072721 - Power Steering Flush
072722 - Verbal Notice - Power Steering Flush
072723 -
072724 - I asked what this phrase means, and how we would be alerted to take
072725 - action?
072726 -
072727 - Bob asked if Carl explained this.
072729 -  ..
072730 - I said he may have, though I did not recall.  My concern is being able
072731 - to draw from the document that an action is needed, what it is, who
072732 - should do it, when, and so on.  There is nothing apparent in the
072733 - record that flags action for "power steering flush," whatever that
072734 - might be.
072735 -
072737 -  ..
072738 - Documentation Needs Improvement, S&C Working on Changes
072739 -
072740 - I mentioned to Bob my discussion with Carl, that we mainly rely on the
072741 - documentation to set out what needs to be done, what is done, and any
072742 - material information we need to decide on action.  Verbal comments
072743 - alert that action may be needed, but documents are the only sure way
072744 - we can work consistently on everything that needs to be done in order
072745 - to avoid oversight.  This means we have to be able to adequately
072746 - interpret the documents.
072748 -  ..
072749 - We wrote to S&C on Apr 8, requesting assistance with this issue (see
072750 - ref DIP 1).
072752 -  ..
072753 - Bob feels S&C's documents need to allow more room for the mechanic to
072754 - clarify findings and recommendations.  He said S&C will work on this.
072755 -
072756 -        [On 960122 Ford Motor encourages local vendors to improve work
072757 -        processes. ref SDS 10 9976
072759 -         ..
072760 -        [On 990507 S&C developed Quality Care form that provides a
072761 -        checklist, but little room for explanation and clarification,
072762 -        ref SDS 11 6722
072764 -      ..
072765 -     There likely is tension in the process of capturing the record and
072766 -     doing the work itself.  The mechanic is closest to the work and so
072767 -     needs to report his findings.  He cannot spend all of his time
072768 -     however writing reports because the cost of the work would
072769 -     accelerate.
072771 -      ..
072772 -     One solution might be to keep the existing system of the mechanic
072773 -     jotting down in any convenient fashion his findings and
072774 -     recommendations.  These then should be organized and spelled out
072775 -     in a conventional and gramatically adequate format by a customer
072776 -     rep in a way that will be understandable to the customer and to
072777 -     everyone else weeks, months and years later.  The idea is that
072778 -     that when the Customer Rep explains something to a customer, the
072779 -     customer should be able to find support for what has been
072780 -     explained in the documents.
072781 -
072783 -  ..
072784 - I noted my sense that Carl and the entire S&C team have done an
072785 - excellent job.  We enjoy working with everyone at S&C.
072786 -
072787 -
072788 -     [See follow up on using for example of communication problems, ref
072789 -     SDS 8 line 39.]
072790 -
072791 -
0728 -
Distribution. . . . See "CONTACTS"