Article taken from October 2004 GM Profit & Protection warranty newsletter
Quality Control: The assessment of product compliance with stated requirements. Quality control should be independent from production. - Dictionary.com
A gentleman visits a dealership service department for routine service on his SUV. The service included a lube, oil, filter and a tire rotation. The customer was on his lunch hour, so he waited in the waiting room for his truck to be completed. The gentleman was on his way within a half hour.
Less than five minutes later the same gentleman was on his cell phone calling the dealership for assistance. Apparently on his way back to work, he went around a bend in the road and the right front wheel came off. Thankfully, he was able to maintain some control to keep from hitting other motorists.
A routine $32.00 service visit just turned into a large, internal repair, including a tow bill and collateral damage totaling several thousand dollars. Fortunately for the dealership, he was a long time, loyal customer and still continues to purchase new vehicles and have service work performed, even after the misfortune.
A quick check of the work area by the maintenance technician would have turned up several lug nuts. Quality control after the service was performed may have prevented the near disaster or worse yet, fatality.
No matter how small or large the job, always take a moment to check over your work, whether you are the technician, dispatcher, manager, consultant or warranty administrator!.
© J&L Warranty Pros™
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