Note the Technician 9-digit STARS ID or Wsl-x ID on the Repair Order.
Document the 3 C's (Concern, Cause, & Correction, also known as Fault Cause Rectification).
Concern: Re-verify the Customer's concern as documented during the write-up.
Cause: Outline the root cause of the concern and why the repair is necessary / identification of the defect as determined by the technician. Explain any damage (e.g., Water Pump cracked at inlet tube causing coolant leak).
Correction: Describe the repair steps performed to resolve the Cause.
Record key measurements/observations on the hard copy of the claim. Record all Diagnostic Trouble Codes (DTC) (including sub bytes e.g., DTC U3000:49), pinpoint tests and record the specific results, pressure test results, voltage, or any other measurements from any test being performed by the technician to diagnose the customer concern including equipment readings (e.g., wheel alignment). If a technician is directed to a certain repair procedure by a help desk (i.e., Technical Assistance Center or any other technical assistance group) they must still document on the hard copy and provide rationale (i.e., detailed report for actual labour clocked, parts replaced, or any sublet operation performed). Also refer to the accurate claim information requirements as listed under Service Management Warranty Requirements.
If more than one technician worked on the vehicle, each technician must indicate what specific work they performed.
Provide a detailed explanation of repairs when actual time is claimed (refer to “Time Recording Requirements” in this manual).
Provide the two-digit Condition Code against the Causal Part.
Provide daily time and job ticket to the dispatcher for clocking them on and off each job when required (refer to “Time Recording Requirements” in this manual). NOTE: Technicians are not allowed to flag their own Repair Orders. It is permissible for technicians to make note of the labour operations performed, however, diagnostics, test results and comments must support the claim. It is still the responsibility of the Warranty Admin to verify the correct labour operations for payment.