Technical Support Development

UNITED TRACTORS
SDH Seminar 2007

MENINGKATKAN KEMAMPUAN TROUBLE SHOOTING

(TECHNICAL ANALISYS)

# BACKGROUND
• MECHANIC terbiasa melakukan TRIAL & ERROR dalam trouble
shooting.
• Trouble shooting dengan metode trial and error akan
membutuhkan waktu lama,
• Perubahan teknologi yang pesat.

# STRATEGY:
• Melakukan Trouble Shooting secara sistematis.
• Paradigma “Trial and Error” harus berubah menjadi paradigma
“belajar dari pengalaman orang lain”.
 Technical Support Development
UNITED TRACTORS
SDH Seminar 2007
THE 7 STEPS OF : TROUBLE SHOOTING PROCESS

STEP 1 : STEP 2 :
PENEGASAN MENENTUKAN STEP 3 : PERSIAPAN
GEJALA KEMUNGKINAN
KERUSAKAN KERUSAKAN STEP 4 : PENUGASAN MEKANIK KE JOB SITE
a. Kompetensi
b. Transportasi
CUSTOMER REQUIREMENT c. Tools
1 COMPLAIN 1 KETELITIAN
2 INFORMASI 2 TECHNICAL KNOWLEDGE STEP 5 : SUPERVISI AWAL KE MEKANIK
a. Menjelaskan ke mekanik mengenai problem yang terjadi
REFFERENSI & TOOLS b. Collect data awal dengan melakukan interview ke Operator
REQUIREMENT 1 SHOP MANUAL dan Mekanik Customer
1 KEJELIAN 2 TROUBLE SHOOTING CHART
2 TECHNICAL KNOWLEDGE 3 PARTS & SERVICE NEWS STEP 6 : COUNTER CHECK KONDISI UNIT
3 APPLICATION KNOWLEDGE a. Check status unit, Warranty atau bukan
b. Check kondisi unit, breakdown atau tidak
c. Check posisi unit terakhir

DATA TO COLLECT
- DATE & KM TROUBLE
- GEJALA AWAL TROUBLE
- FREQUENCY TROUBLE
- POSISI UNIT TROUBLE
- TINDAKAN YANG SUDAH STEP 7 : MENENTUKAN
DILAKUKAN KERUSAKAN

8 STEP TROUBLE
SHOOTING PROCESS
 Technical Support Development
UNITED TRACTORS
SDH Seminar 2007
THE 8 STEPS OF : TROUBLE SHOOTING PROCESS
ON UNIT TROUBLE SHOOTING FIELD ACTIVITIES
STEP 1 : STEP 2 : STEP 3 :
TROUBLE STEP 4 : STEP 5 :
POSSIBILITIES OBSERVE &
SHOOTING DATA ANALYSIS
CAUSES DIAGNOSTIC

REQUIREMENT REQUIREMENT
- CHARM, PATIENT, CAREFUL AND OPEN MIND
- TECHNICAL KNOWLEDGE
+ - COMMUNICATION SKILL
ACTIVITIES ACTIVITIES
- COLLECT - Compare the data's with the
* Measurements results proper standard
REFFERENSI & TOOLS ACTIVITIES *Testing results - Discussion with others for
- Shop Manual, PK2, QA form - OBSERVE * Discussion with customer proper analysis , Superior, BI,
- Troubleshooting Chart * Operation Condition * Photos As references Mechanics, TO etc
- Parts & Service News * Maintenance system
- Tools Measurement * Parts Usage
- Digital Camera * Load Condition
- CHECK AND TESTED
ACTIVITIES * Unit Performance
1 Do the step of TS by the easier way - DISKUSI with Customer
2 Indicate the parts, Components & circuit which * OPERATOR, to collect daily
which got abnormality, ie. Break, Not Standard .. symptom
3 Take the photos as references * Mechanics, to collect repair
4 Record the results of measurement or testing historical

STEP 8 : STEP 7 : STEP 6 :

ACTION TO IMPROVEMENT CONCLUSION SUSPECTED CAUSE

ACTIVITIES ACTIVITIES ACTIVITIES

REPORTING SYSTEM 1.Repair the problem by, 1 Ensure the suspicion problem by, 1 State the suspicion of the problem
1.Adjustments * Adjustments 2 Indicate abnormality by criteria
PROVIDE COMPREHENSIVE 2.Replace parts or repair parts * Replace by temporary normal parts * the abnormality is the main problem
REPORT TO SHARE OTHERS 3.Modification from others or
2.Share to customer the problem * Temporary modification * The abnormality is only the effect
and problem solution to prevent 2 BE CONCLUDED FROM ALL
 Technical Support Development
UNITED TRACTORS
SDH Seminar 2007

MENINGKATKAN KEMAMPUAN TROUBLE SHOOTING

(TECHNICAL ANALISYS)
# IMPLEMENTASI :
1. Konsep EIGHT STEP TROUBLE SHOOTING
Untuk lebih mendalami dan menjiwai :
i). Dibuat buku saku untuk setiap Mekanik yang berisi:
- Eight Step Chart
- Penjelasan setiap step dan Contoh kasus.
- No Telp.TO product : dalam kondisi emergency bisa minta bantuan ke TSD
(melalui SMS dan CC ke superior : SPV/SDH).

ii). Disisipkan di Sertifikasi,

iii).Sosialisasi:
- Training Center : dibuat Modul Training “Eight Step”
- Setiap pelaksanaan training Mekanik agar disisipkan Modul
Training Eight Step yang berdurasi 1 jam dan disampaikan oleh :
a). Di TC HO oleh TO Senior, Section Head & Manager
b). Di TC JobSite/Cabang oleh Supervisor/SDH.

2. Menerapkan FLD

3. Menerapkan PK2
 Technical Support Development
UNITED TRACTORS
SDH Seminar 2007

MENINGKATKAN KEMAMPUAN TROUBLE SHOOTING

(TECHNICAL ANALISYS)
# IMPLEMENTASI:
4. Facility :
Audit Kelengkapan Shop Manual, Part Books & PK2 di semua Job Site dan
Cabang.

5. Check Point:
Untuk memastikan bahwa “Eight Step” sudah dipahami oleh mekanik, maka
setiap pelaksanaan sertifikasi materi Kompetensi MTS dan PM, materi Eight
Step dan akan mempengaruhi kelulusan.
 Technical Support Development
UNITED TRACTORS
SDH Seminar 2007

MENINGKATKAN KEMAMPUAN TROUBLE SHOOTING

(TECHNICAL ANALISYS)
# CONCLUSSION:

1. Sosialisasi 7-Steps dan 8-Steps kepada semua personel Service di Cabang &
Job Site mulai dari Mekanik; Technical Officer; Instruktor; QA Officer;
Supervisor dan SDH.

2. Media komunikasi dibuka seluas-luasnya melalui implementasi FLD; PK2;

Sistem Publikasi Service dan dimasukkan dalam agenda Sertifikasi.

3. Dengan masih banyaknya technical trouble dan Mekanik Junior, penting

bagi kita untuk secara konsisten meningkatkan kemampuan dalam :
(1). Penanganan technical trouble.
(2). Melayani dan berkomunikasi dengan Customer.
 Technical Support Development
UNITED TRACTORS
SDH Seminar 2007
 Technical Support Development
UNITED TRACTORS
SDH Seminar 2007