Potential Repeat Repair:
The purpose of this measurement is to identify what a customer may perceive as a repeat repair. This is identified by similar labor ops, causal part, CCC , etc. This is across multiple repairs for the same VIN, over a three month period.
Things to Look For:
Supporting that the customer’s concern was verified.
Service advisors are clearly defining the customers concern during write up.
The causal component and warrantable defect was clearly defined by the technician.
Serve advisors identify potential repeat repairs during write up and notifying management
Ensure the repeat visit is known by Service Management for approval (DDR codes)
Service Management MUST:
Review each repair order submitted.
Enter a 4 character approval code in the approval code box on the claim.
These need to be initialed on the hard copy by management.
DDR1 service part concern
DDR2 New Technical Data
DDR3 Different causal part failure
DDR4 Other
DDME Odometer or repair date discrepancy
DDET For extending the time for submission
TSB’S With Other Complaints Attached To That Job