What this checklist covers
The Technical Diagnosis Checklist is a 15-point scorecard for complaint verification, diagnostic process, root cause identification, and technician documentation. Each criterion is scored from 1 to 5 on what the auditor sees on the day, and every gap goes into an action plan with an owner and a close date.
AutoSmart tip: Diagnosis quality is best assessed by tracing comebacks — vehicles returning with the same complaint shortly after a previous repair. A rising comeback rate for a specific technician or fault type usually points to symptom-treatment rather than root-cause diagnosis, even when the original paperwork looks complete.
The checks
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Complaint verification
- Is the customer's reported complaint physically verified by the technician (e.g., test drive, fault reproduction) before diagnosis begins?
- Is the complaint as understood by the technician confirmed against the original wording recorded on the job card, to avoid drift in interpretation?
- Where a complaint cannot be reproduced, is this clearly documented along with the steps taken to attempt reproduction?
- Is the vehicle's recent service and repair history reviewed as part of complaint verification, to identify related prior work?
Diagnostic process and dtc reports
- Is a diagnostic tool scan performed and a DTC (diagnostic trouble code) report generated for all electronically diagnosable faults?
- Is the DTC report retained on file and referenced in the technician's findings, rather than only used informally during diagnosis?
- Is a structured diagnostic procedure (OEM flowchart or equivalent) followed for complex faults, rather than diagnosis based on technician experience alone?
- Are diagnostic tools kept updated with the latest software version relevant to the vehicle being diagnosed?
Root cause identification
- Does the technician's documentation identify the actual root cause of the fault, rather than only the symptom initially reported?
- Where multiple potential causes exist, is the elimination process documented, showing how the final root cause was confirmed?
- Are recurring faults on the same vehicle investigated for an underlying root cause not addressed by previous repairs, rather than repeatedly treating the same symptom?
Repair recommendation and technician notes
- Is the recommended repair directly linked to the identified root cause, with no mismatch between diagnosis and proposed work?
- Are technician notes legible, complete, and sufficient for another technician or auditor to understand the diagnosis without needing further explanation?
- Is the technician's diagnosis reviewed by a second person (team leader or service manager) for complex or high-value repairs before customer communication?
- Is diagnostic accuracy tracked over time (e.g., comeback rate for the same fault) to identify training needs for individual technicians?
How to run it
How the scoring works
Before the visit, fill in the dealer or centre, the auditor, the date and the audit cycle. Then score each of the 15 checks from 1 to 5 on what you see on the day, not on what the site aims for, and add them up out of 75.
- 1Not in place
- 2Attempted
- 3Defined
- 4Managed
- 5Fully sustained
- Green60–75 · 80–100%Compliant. Keep the standard.
- Amber38–59 · 50–79%Improvement needed: a structured action plan within 30 days.
- Red0–37 · Below 50%Priority intervention, escalated to regional management.
Then close every gap
Each gap goes into the action plan tracker and moves through four stages until the auditor closes it.
- 1PendingOwner and close date set
- 2In progressWork under way, evidence gathered
- 3CompletedEvidence submitted for review
- 4ApprovedVerified and closed by the auditor
