april2023 - 9

The root of the matter
When trying to uncover a vehicle's issue, some are
easy fixes, such as topping off the coolant or diesel
exhaust fluid. Others may take deeper digging
with a diagnostic tool, some trial-and-error, and
parts swapping. Even all that may not be deep
enough to reach the real root of the problem.
" There is a very clear difference between making
a repair that was created by a problem-or root
cause- and solving the problem that created the
need for a repair, " explained Randy Obermeyer, VP
of safety and maintenance at OnLine Transport.
It's a noble pursuit. Fix one DEF sensor and
improve one truck's uptime; help the OEM identify
why the sensor failed and avoid future downtime
for all similar trucks.
It's the reason that Obermeyer chose " Root Cause
Analysis/Problem Solving " as the major theme of
his recently concluded tenure as general chairman
and treasurer of the American Trucking
Associations' Technology & Maintenance Council.
He presented the following common method of
resolving a check engine light:
First, the tech uses various troubleshooting
steps, such as using a scan tool to find fault codes.
Once the faulty component is identified, the quote
is written and submitted for approval. Then the
faulty component is repaired or replaced, and the
invoice is sent and settled.
If another truck comes in with the same issue,
the process repeats.
" Nowhere in this example is anything suggested
as to what caused the component to fail, "
Obermeyer noted. " It is not suggested that the
component's typical life expectancy was passed
or if it failed prematurely. "
Obermeyer imagines an industry-wide workflow
where repair facilities emphasize root cause
analysis and problem-solving as part of the diagnosis
and repair process.
In this scenario, when dealing with a check
engine light, the tech still goes through the troubleshooting
steps to find the faulty component.
Then the shop determines if the part failed early.
Obermeyer noted this would take industry standardization
and the customer's repair history.
If the part failed early, the shop looks for obvious
reasons, like a shorted wire, to understand
why the component failed.
" If no, the repair facility digs deeper into the root
cause, such as an internal component issue, an
electrical voltage spike, internal wire or connection
faults, etc., " Obermeyer explained.
The quote would now include the cost to repair
the current issue and list potential causes, and the
tech then repairs or replaces the faulty component,
and fixes the root cause if applicable. The invoice
would also state the root cause and any potential
countermeasures.
" The problem that created the need for the repair
was solved, and the countermeasure is then put
into place by the fleet which slows down and then
potentially eliminates that particular issue from
occurring on similar trucks, " Obermeyer explained.
It's a comprehensive solution to problems that
nag the industry, but it's not without critics.
" I have had people push back saying that fleets
will not want to pay extra for that service, " he said.
" My answer: They cannot afford not to. Inflation
has caused the price of my average component
to go up 25%. There will be more expensive electronic
control features added as ADAS and EV
technology advance. Add that to skyrocketing
labor prices at dealers and service providers. Why
wouldn't they? "
The former TMC chairman believes strongly
that this is the best way forward and will continue
to push the industry to shift from temporary
to permanent fixes. His plans include helping
develop a guide for teaching root cause analysis
and making it a part of the curriculum at technician
trade schools, adding a root cause track to
TMCSuperTech and state skills competitions, as
well as developing new root cause repair order and
invoice standards for dealers, service providers,
and fleets.
He also hopes to create a certified Root Cause
Analysis Specialist Program similar to that of the
VMRS Specialist Program currently offered by TMC.
Troubleshooting tool trends
Not only do technicians need to be better trained
and acclimated to a problem-solving workflow, but
they have to have a more capable array of diagnostic
tools at their disposal.
" With technology advancing at an accelerated
pace in Class 8 trucks, proper diagnostic equipment
is a requirement for getting customers back
on the road quickly, " explained Eric Daniels, VP
of truck care for Love's. " And proper triage with
diagnostic equipment helps drive throughput and
technician efficiency. "
For Winston Minchew, maintenance training
manager for Old Dominion Freight Lines, diagnostic
software for fault code diagnostics is essential.
" You definitely need that with today's engines,
today's aftertreatment systems, and all of the
modules on the vehicle, " he said.
Diagnostic tool providers have responded by
developing more complex tools to avoid becoming
obsolete, ensuring users have accurate information
and increased efficiency.
" Overall, the evolution of comprehensive
scanning tools for commercial vehicles has been
marked by a steady increase in sophistication
and functionality, driven by advancements in
software, algorithms, and wireless technology, "
said Marcos Obispo, sales director for Cojali.
More advanced diagnostic tools don't have to
complicate the user experience, and sophistication
on the back end amplifies the need for a
user-friendly experience on the front end.
" While scans are getting more sophisticated, the
analysis from the scans is getting more predictive
and prescriptive in nature, " Noregon's Kar noted.
He added that tools can't just present information
to the technician but must guide them
through the process. Without simultaneously
scanning all components, technicians may find
a temporary fix and clear the fault. Still, if the
problem originates from another component, it
will soon reoccur, causing unnecessary downtime
and additional service expenses, Kar explained.
Duane Watson, a technical trainer for Bosch,
said techs need a scan tool that can simultaneously
communicate on different levels of protocols to
speak to the various modules and protocol speeds.
Keeping up
In addition to increased connectivity, today's
equipment uses much faster processors. " You have
to have a tool that is faster than the equipment
you're testing, " said George Arrants, VP of ASE
Education Foundation.
TMC recently submitted the first recommended
practice for using lab scopes, which use live data,
to diagnose an intermittent problem.
" Its sampling speed is faster than the truck's
computer. It can measure a billion samples a
second and see things your multimeter and scan
tool can't see, " Arrants said.
Typically, scan tools use interpretive data.
" That means there is a pretty good chance it is
the correct data, but if there is a fault with the
module itself, it can share anything, and we don't
know if it is correct or not, " Forro said. " If I pull up
the MaxiSys tool, I can split the screen and put the
scan tool data on one side of the screen and pull
the lab scope data on the other side, so I can test
what we see in the data is what the scan tool is
seeing. If there is variance in the data, that gives
you good insight that you're looking at an actual
module problem. "
April 2023 | FleetMaintenance.com
9
" Doing that will give me the information to drive
to that root cause failure, " Watson said.
John Forro, a technical trainer specialist for
Autel, added that a system that isn't sending a
signal to a module that needs it could cause a
technician to spend a lot of time troubleshooting.
" That is where a feature like the topology tool from
Autel comes in, " he said.
Obispo said having bi-directional control allows
technicians to communicate with a vehicle's
onboard computer system and perform tests and
calibrations. " They also include features such as
predictive maintenance, allowing us to anticipate
and prevent problems before they occur, " he said.
" With technology
advancing at an
accelerated pace
in Class 8 trucks,
proper diagnostic
equipment is a
requirement for
getting customers
back on the
road quickly. "
Eric Daniels, vice president
of truck care, Love's
http://www.FleetMaintenance.com
april2023

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