Service Information: Notes On Creation Of Tips Cases - Si00.00-B-0045A

Model all (BUS, Light transporter, TRUCK) 

This Service Information is intended to provide guidance on the correct completion of TIPS CASE procedures.

A complaint is not always in fact a fail. For the claimed problem be considered a fail, it is necessary that the product or part stops performing the function for which it was developed.

Often, the claim of a problem can be only a perception of the customer (noises, vibrations, etc.), and is not, in fact, a fail.

Also, it is necessary that all observations contained in the Operating Instructions and Maintenance Booklet of the respective vehicle have been respected. Do not follow these guidelines can cause damages or fails in the product.

Check changes and/or additions applied to the product (implementation, chassis arching, tracker installation, etc.) asking the customer if the faults began after these changes, this can determine the origin of the fails and initially it may not be a warranty case.

Observe the vehicle application (Off Road or On Road) and its relation with the claimed fail, mainly in mixed operation. The use of the product out the application for which it was developed must respect the Operating Instructions.

But, it is ALWAYS necessary a discerning analysis before denying a warranty to the customer. In the first approach of the customer, inform him that the vehicle will be checked and subsequently he will be contacted and informed about the conclusion.

Apply the tool "5-Whys" - Analysis of root cause.

When concluding the TIPS CASE, describe what were done for solving the problem and conclude/finish the TIPS CASE.

Documents required for creating a TIPS Case: 

• Service order;
• Input protocol;
• WS service memory of the aggregate presenting the problem;

  Only when the vehicle has the WS module.

• Datasheets 1 and 2 of the WS module;
• Fault display:
• Xentry Diagnosis setp-by-step;
• WIS and TIPS used/oriented literatures;
• History of maintenance performed in the aggregates;

  Oil type and exchange period.

• Inform the type of diesel in use at the time of the problem;

  Quality of diesel S500 or S10.

• ARLA used.
• If the technical doubt refers to a report issued by dealers, include the report in the TIPS CASE.

Photos required for creating a TIPS Case: 

When necessary, improve the lighting, cleaning and image quality of the photographed place, always seeking clarity in the presentation of the problem.

• Vehicle photo;

  In order to appear the front and the vehicle license plate.

• Photo of the assembly with the claimed fault;

  Ex: complete engine, complete transmission, etc.

• Photo of the part causing the fault;

  Zoom in the image where the fault occurs.

  Ex: Scratch ion the sleeve, cracks or damage to the piston, etc.

• Photo of the parts affected by the fault;
• Photo of the identification plates of the aggregate where the fault occurs;
• Photo of filters and fluids.

  When necessary.

	Fault identification procedure
1	Check/print all steps required for checking the fault	If you find a failure in the input protocol: ↓ Note/print out the results obtained. If the solution or fault detection is not successful: ↓ Go to Step 2.
2	Enter the WIS/TIPS with the vehicle's chassis number, select "Symptom" or "group" and search for literature about the symptom found	When finding the literature, apply the instructions contained in the document, writing down/printing the specified and found values. If the solution or fault detection is not successful: ↓ Go to Step 3.
3	Open TIPS CASE and attach the saved results and guidelines	Always attach the documents required for creating a TIPS CASE.
4	Briefly describe in TIPS CASE the data obtained	Describe the claimed fault as reported by the customer. Technical description of the fault (if the fault claimed by the customer has been confirmed/found and what is actually about). Literature or instructions followed (Xentry step by step, WIS guidelines, TIPS - number of literatures). Technical opinions and doubts, requesting support of how to continue the analysis.
5	Wait for TIPS CASE response	Keep on working in the vehicle, and if there is something new to add, register the new information in the TIPS CASE. Monitor for that the decision of the solution is brief."
6	Respond and execute DAC prompts and requests	Upon receiving the DAC guidelines, note the values found and specified until a conclusion is reached. If the DAC understands that the support of a technical consultant is necessary: ↓ Mercedes-Benz will contact him on its own.
7	Close TIPS CASE with the DAC	By concluding the guidelines of DAC and get the solution for the fail, conclude the TIPS CASE finishing immediately the point. By finishing the case, describe which action solved the problem, i.e., the root cause of the fail.