Diagnosis & Work Assignment

The first step of Work Execution Process is the “Diagnosis/Work Assignment” one, which includes the following activities:

a. Repair Order analysis

b. Diagnosis execution

c. New intervention management

d. Work Assignment

a. Repair Order analysis

Durante l’analisi dell’ordine di lavoro è necessario:

• Check and assess service prerequisites data (repair time, delivery time, spare parts availability, technical complexity of intervention,…) of all the repair orders previously prepared
• If any of the prerequisites impacts the Workshop planning agenda, the foreman should:
  • Modify the repair orders schedule to reflect the effective time needed
  • Inform about changes made by the service advisor, who in turn has to update the Customer about the new expected delivery time 
  • Proceed to the job assignment

b. Diagnosis execution 

During the diagnosis phase, the Technician should:

• Record start and end of the activity, including any stops
• Consult the Repair Order and all the attached documents
• Use the Maserati Diagnosi to investigate the problem
• Leverage the Diagnosis 1st level’s tools before asking support to Maserati HQ
• Ask for technical support, opening a Blue Online+ ticket (if necessary), where it should:
  • describe the diagnosis performed (stored fault codes, bulletins or technical information already applied)
  • detail description of mechanical and electrical checks performed
  • describe the components that may have already been replaced or upgraded (SW)
• Carry out a road test (if necessary)

c. New intervention management

Once the need for additional intervention is confirmed, the Workshop Foreman should track new requirements on the Repair Order and notify the Service Advisor who:

• estimates Costs & Time of new activities, checking also their coverage (warranty or Customer payment) and if there is a need to outsource them;
• checks spare parts availability and in case of not available parts in Dealership Warehouse, places a Customer order
• checks the supplying time and define new intervention time
• if the additional work required can’t be carried out internally, identifies a qualified supplier according to intervention type and request quotation/ timing;
• requests Customer Authorization
• updates Repair Order with info regarding feedback from Customer.

If one or more spare parts are not available or if the wait for the approval is protracting, the Service Advisor must change the Service Entry status from «Open» to «On Hold».

Since the customer is not at the Dealership, the «VHC Maserati» video-check tool is particularly useful for showing and explaining to the customer the additional works that have emerged, sending an updated quotation and receiving new authorization.

d. Work Assignment

The Work Assignment step is critical to organize workshop resources and guarantee a high service resolutions rate; to optimize the availability of the workshop’s resources, the Workshop Foreman should consider:

• delivery dates (agreed with Customers)
• workshop workload, considering contingency required for intervention of non-booked Customers
• technicians’ skills
• balance with internal activities, in particular for preparation of new/ pre-owned vehicles

The Job assignment should be completed delivering all collected documents to the technicians and ordering the Repair Orders by priority on the Workshop Planning Board (tool to organize the workshop interventions and to allow the workshop foreman to have a clear vision of the jobs’ status).