CHAPTER 1

Strategy-Based Diagnostics

Learning Objectives

After reading this chapter, you will be able to:

• 1-1   Describe the purpose and use of vehicle service history.
• 1-2   Demonstrate an understanding of the active listening process.
• 1-3   Demonstrate an understanding of the strategy-based diagnosis process.
• 1-4   Describe step one of the strategy-based diagnosis.
• 1-5   Describe step two of the strategy-based diagnosis.
• 1-6   Describe step three of the strategy-based diagnosis.
• 1-7   Describe step four of the strategy-based diagnosis.
• 1-8   Describe step five of the strategy-based diagnosis.
• 1-9   Explain how the three Cs are applied in repairing and servicing vehicles.
• 1-10 Describe the information and its use within a repair order.

ASE Education Foundation Tasks

See Appendix A to view the 2017 ASE Education Foundation Automobile Accreditation Task List Correlation Guide.

You Are the Automotive Technician

A regular customer brings his 2014 Toyota Sienna into your shop, complaining of a “clicking” noise when he turns the steering wheel. You ask the customer further questions and learn that the clicking happens whenever he turns the wheel, especially when accelerating. He tells you he has just returned from vacation with his family and has probably put 300 miles (482 km) on the car during their trip.

1. What additional questions should you ask the customer about his concern, the clicking noise he hears when turning?
2. How would you verify this customer’s concern?
3. What sources would you use to begin gathering information to address this customer’s concern?
4. Based on what you know this far about the customer’s concern, what systems might be possibly related to this customer’s concern?