1. Some dealers complain that technical cases are processed slowly.
2. Some of the dealers' technicians are unclear about the creation standards for TIPS cases.
3. Technical support engineers are unable to give accurate technical advice in a timely manner due to creation
quality issues of some cases.
4. Urgent case cannot be identified via the TIPS case's title.
5. Workshop cannot give a rating or feedback for the reply from Whs.
6. Those solved cases cannot be closed timely, which bring some influence to the efficiency of cases handling.
1. The technical case is not clearly defined due to poor logicality.
2. Attachments of the TIPS case are illegible or incomplete.
3. Some cases which have clear technical conclusions but lack meaningful technical inquiry are sent to the system,
taking up some of engineers' time in handling other technical inquiries.
4. Some of new dealers' technicians create the technical inquiry without reference to the existing guideline.
5. The original naming scheme cannot show how urgent the cases are.
6. No channel for the workshop to give a feedback or rating about TIPS case reply.
7. Some workshops didn't close those cases which already have clear conclusion.
TIPS case is of the same family of the technical inquiry as ordinary e-mail inquiry. Dealers can create technical cases under the following two circumstances: 1. to submit a technical feedback to the Technical Support department; 2. to seek technical support/solution for specific cases from the Technical Support department.
In order to provide dealers with more accurate, effective and efficient technical advice and solutions, BMBS After-sales Technical Support department has now introduced Daimler's vehicle diagnostic strategies (4-Level Diagnostic Strategies) to the TIPS cases creation. When creating TIPS cases, dealers' technicians shall take into account the absence of case processing engineers on site. The comprehensiveness, accuracy and logicality of case content can determine how efficient, accurate and effective the engineers' replies will be. Therefore, creation of all technical cases must follow the diagnostic strategies, i.e.:
Complaint analysis: to detail customer's complaints; to verify fault symptom via relevant functional check by Workshop; to analyze possible causes based on existing experience and knowledge.
Test level: to measure and eliminate possible causes one by one leveraging appropriate diagnostic procedures, measurement methods and diagnostic tools/equipment.
Cause analysis: to determine fault causes.
Fault rectification and verification level: to explain the Workshop's technical conclusions or repair schemes. If that does not resolve the fault, please specify the inquiries.
In addition, clear and effective attachments corresponding to the main body shall be attached to the case.
TIPS cases' language: 1st Prioritized language should be Chinese. To enhance the workshop technician's English ability and to speed up the processing of those cases which need to be forwarded to GSP, BMBS AT department encourage those workshops who are willing to use English to edit the cases and we will give a higher rating if the cases are really good edited. It is not necessary to edit the case bilingually (eg. EN+CN)
Please create TIPS cases according to the following template from now on, and code each procedure separately in the following ways. Out-of-specification case creation or key information missing may cause delay in case response time. Therefore, please create TIPS cases in strict accordance with the requirements of the Guidelines and its attachments.
" [LX-X ] " Items with this code are required. Please detail each one when preparing cases.
(Underlined text or symbols shall be copied word for word when preparing cases. For the rest, give
specific details as per text requirements.)
" # " Items with # are diagnostic prompt and optional for case preparation. Please fill in specific ally if fault
diagnosis process covers such items.
" (XXX) " Bracketed text is a prompt message for preparation, which is not necessarily copied word for word
when preparing cases. In addition, if there are several faults in one vehicle that requires
inquiry, please create cases respectively.
1. New Naming Scheme of TIPS Case Title
1.1 TIPS cases can be simplified to four types:
TI Technical Inquiry
TFR (used for the same technical cases which may occur on 3 or more vehicles. on the same model)
Pre-approval: For those units or assemblies which are in the pre-approval list.
FYI Information feedback (For your information), used for information collecting and feedback, workshop no technical enquiry demand
1.2 Add urgent cases' identification mark.
1.3 Add additional code regarding every urgent indicate:
New Naming Scheme can accurate showing the urgent level and indicate the complaint is under which phase base on 3R, this can insure workshop and MPC take right action on 3R case, at same time ,it is also good for 3R case following and manage. The check the attachment “New Naming Scheme of TIPS Case Title.pdf” for more detail.
Title of technical case:
R(N/S/W/E)_Technical case type_Construction group_Fault description_Urgent case indicate+(additional code)
2. Content of a TIPS case shall be prepared according to the architecture of standard diagnostic strategies.
[L1] Complaint analysis
(Only technicians with appropriate repair qualification can carry out diagnose and repair of the High-Voltage
system.Please make the following statement.)
# Statement: I have obtained the repair qualification for this fault vehicle model, and the operating procedures
are in line with the requirements of high-voltage system repair specifications.
[L1-1] Customers' complaints
[L1-2] Detailed description of fault symptom
# In what time and conditions did the fault occur?
# Any fault warning messages on the vehicle?
# The fault symptom occur continuously or intermittently? How often?
# Whether the vehicle has ever been operated under special conditions? (Racing track/wading route/
extreme off-road race etc.)
# What is the driver's driving style and habit?
# ……
[L1-3] Any repair history or service measures associated with this fault?
[L1-4] Any retrofitting or modifications to the vehicle?
[L1-5] Whether the fault can be reproduced and affect the vehicle performance?
# Which system functions have been affected by the fault?
# How well do buttons and switches work?
# Is there any odor/abnormal sound or other exceptions?
[L1-6] Is there any relevant SI, LI or other technical bulletin (such as Technical Newsletter/E-mail notifications,
etc.)?
[L1-7] List all possible causes of the fault (follow these instructions if necessary)
# By analyzing the initial quick test form and fault symptom
# Which is the most relevant system or component?
# Any incorrect or incomplete parameters/coding information?
# Whether all affected systems and their components have been inspected?
# Whether all relevant actual values are within the specified range?
# Whether necessary teach in or calibration procedures have been performed?
# Whether the actuation succeeds or not?
[L2] Test or measurement
(Preparation guideline: clearly and concisely indicate measurement item → measured value → standard
value/specified value → interpretation of the measurement results)
[L2-1] Test or measurement I (number it sequentially if there are multiple tests)
# Test item: procedures and results of visual check or disassembly test
# Measurement item: XXXX Measured value: XXXX Standard value: XXXX Interpretation:XXXX
[L2-2] Test or measurement II (if applicable)
# Procedures and results of the fault code guide test (test results of each procedure shall be clearly marked
and uploaded as an attachment.)
# Measurement results of HMS990/pressure gauge/multimeter, etc. (Measurement results of HMS990 shall
be clearly marked and uploaded as an attachment.)
# Programming or coding of the control unit
# Specify the result of component swapping test and its interpretation basis (if any)
[L3] Cause analysis
Explain the fault causes (if uncertain, please indicate: "specific causes unknown".)
[L4] Fault repair - specify schemes/conclusions first before inquiring
Explain the Workshop's repair schemes or technical conclusions; then submit the inquiry if necessary.
(In order to familiarize technical support engineers with the Workshop's findings and interpretation of the
fault,dealers are obliged to give appropriate repair schemes or technical conclusions in accordance with the
Workshop's diagnostic process, even if the root cause is not clear.)
For the new car repair during pre-delivery inspection PDI period, if the repair scope in the conformity which was determined by dealer, please refer to the “new car dealer pre-delivery inspection (PDI) process new version” and “passenger car new car pre-sale pre-delivery inspection check itemsV1.1”, hereinafter referred to as comparative table, after the description of the workshop repair plan or technical conclusions, please refer to the following standard template for consultation.
(If the PDI vehicle repair item in accordance with "comparative table" (see annex), items 1-10 and 12,13, please use the following standards statement.
"Based on repair item, we think this case in line with the" comparative table "in the “x” item (“x” is 1-10 and 12,13 Number), please give confirmation"
(If PDI vehicle repair item in line with the “comparative table” (see annex) 11th item, please use the following standards statement ）
"Based on repair item, we calculated that this case repair rate for" X % ", in line with the “comparative table” 11th items, please give confirmation"
Including: 1) the parts total market price (including tax) is _____. 2) working hours total market price (including tax) is _____. 3) the new vehicle market guidance price (excluding tax) is _____.
(1. For 11th items of repair, please refer to the "new passenger car repair accessories - sample ”to provide relevant materials, for check the correctness of the repair rate. 2. Please fill in template of “Repair rate calculating form for new vehicle PDI V1.1” strictly according to the actual repair situation.)
(If PDI vehicle repair item in line with the “comparative table” (see annex) 14th item, please use the following standards statement ）
"Based on repair item, we calculated that this case repair time for 5h, in line with the “comparative table”14th items, please give confirmation"
Including: 1) RTS:_________, Repair Describe:__________, Labor Qty_______. 2) RTS:_________, Repair Describe:__________, Labor Qty_______. ...
[L5] Case creator information (all required)
Report creator/title of creator/contact number
(In order to ensure the case creation quality, the case creator shall gain a thorough understanding of the
case repair process. BMBS prefers cases prepared by CDT.)
(Contact number must contain at least one cellphone number.)
3. List and standards of attachments to be uploaded
(Except that the Pre-Order and Job Card need to be merged into a single PDF file, other different types of
attachments shall be uploaded respectively with appropriate file names, combining separate files into
one PDF is not recommended.)
(Also, all attachments shall be prepared in PDF format except audio, video and EEPROM data files.)
[L6-1] Pre-Order and Job Card: Legible scanned copies with signature of the customer.
[L6-2] Initial quick test log: Prepared in English, with environmental data (if there is more than one test log, please
distinguish using test data or time in the file name.)
[L6-3] # Control Unit Log: Please use the PDF file exported from XENTRY, and the file content shall be prepared
in English.
# Procedures of Fault Code Guide Test # EEPROM Data: in .txt or .log format
# Analysis sheet for engine noises, form: Fill out the list completely and accurately (OF00.10-P-3000-03A).
# Audio files: In WMA format. Preferred audio parameter: Sampling rate = 44100HZ, Bit rate = 128kb/s.
Please record using a professional voice recorder and give a clear explanation in the attachment
description (e.g. time interval between the fault occurrence).
# Video files: In WMV format. Preferred video parameter: Bit rate = 500kb/s, Frame rate = 25fps, Resolution
=640*360.
Please give a clear explanation in the attachment description (e.g. time interval between the fault
occurrence).
# Image files: Source file in JPG format with Resolution = 2560*1920. Please convert all image files into one
single PDF file. Set the Print Quality at 600dpi. Image files shall be clear and provided with legible notes.
# Control Unit Coding and Programming records: In English.
# For cases involving the High-Voltage system, please provide control unit logs of all High-Voltage
components.
# If the High-Voltage battery needs to be replaced, please provide the Analysis sheet for transportability of
high-voltage batteries form and Measurement log for self-discharge of battery cells.
# For cases involving engine assembly replacement, please fill out the engine replacement analysis form
(OF01.10-P-3000-01A)
(Please refer to the attachments for detailed file formats and recommended parameters.)
4. Notes on TIPS cases reply
1). After the aforesaid standards come into force, technical engineers may indicate those that fail to conform to the
specifications directly using corresponding code in the reply. Case creators shall implement changes with
reference to the specific requirements of the Guidelines and attachments.
2). Technical engineers' replies are only technical judgments based on the case content, and should not be treated
as the final warranty decision for related components in the case.
5. Case quality rating Criteria
1).Requested by TIPS system,every TIPS case submitted by dealership will be evaluated by case processing
engineer based on its editing quality. Score from 1(poor),to5(perfect).
2).As of 1st.July,2016,BMBS engineer start evaluating cases by following the rating guideline.Refer to the
attachment for detail
3). There's no difficulty in creating a good TIPS case,as long as the workshop technician did follow the standard
template and guideline.A high quality TIPS case is the prerequisite for case that being fast handled and solved.
4).Currently,restricted by TIPS system function,the rating result was not shown to the case creator in XENTRY TIPS
module.BMBS technical team will issue the statistics report in a regular basis, that contains rating for each case
from every dealership, as well as the dealer performance rating in a regional scope.
6. TIPS Cases Reply Rating Criteria of China Market (Workshop to BMBS)
The operation is very easy via “feedback” function in TIPS system, the purpose of this is create a feedback channel for TIPS case reply quality rating, this can also help TIPS case processor improve TIPS case reply quality. The rating criteria please refer to attachment: Tips Case Reply Rating Criteria of China Market_v2.0
7. Close the TIPS case in time
Close the TIPS case in time is a measure for workshop technical manage performance. BMBS engineer need spend lots of time to follow up TIPS cases in order to find the real cause of those unclosed cases, this will have serious effect about TIPS case process speed. More details please refer to the attachment: Close TIPS case in time
8. Simplification template
The simplification template can be used when creating CRM/CCB/warranty/technical information feedback (FYI) cases.
In addition, a lot of simplifications have been made for L1 Customer complaint and L2 Workshop findings, and more attention is paid to the quality audit of attachments (such as photos and videos).
The specific scope of Simplification template application is as follows:
1). CRM or CCB cases have the clear repair measure in TPT, LI or other documents;
2). TPT, LI or other documents require that the information must be feed backed (FYI);
3). TPT, LI and other documents require using the simplified templates;
4). Inter- or exterior visual trimming parts and warranty related cases (Excluding paint cases);
TIPS case handling engineers may require dealers to use the complete version of TIPS Case template to write the case again when needed.
This simplification template is not suitable for high voltage system and complicated fault diagnosis.
Please refer to the attachment: Tips Case simplification template description.
Simplification template Rating : Please refer the attachment-TIPS Cases of Simplification template Rating Criteria V1.0.