Feature
Images (1995 Dorothy Taurus Car)
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Blog - The Torkel Saga
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Blogger Title
For Bruce Speer – Service Director – Theodore Robins Ford - Ford
Quality Assurance – External Quality Review – The Door Mechanism Incident –
Costa Mesa California
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Google Plus Information (Disabled by Google)
Solicited Report - Theodore Robins Ford - Celebrating
Dorothy (1995) and Sarah (2007) – Time Spent on Door Latch System Repair Issue
– Legacy Electrical Issue – Bruce Speer
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Abstract – Brief
Basically Bruce Speer (Service Director) at Theodore Robins Ford (TRF)
in Costa Mesa California asked us via and email request to evaluate our latest
transaction with his agency: Theodore Robins Ford. We checked online at the Yelp site for some objective
findings. With 358 reviews (February 8,
2019) the average performance of TRF is 4.5 stars with 5.0 stars being the
best. Our current transaction regards a
driver side door (latch system) repair.
For this transaction we awarded TRF 3.0 stars. We were billed $400.00 for “Lab-Mechanical”. There are no hourly charges listed. We reviewed about four (4) You Tube videos
addressing repairing the 2007 Ford Focus drivers door latch system. On average it took those (amateurs) making
the videos fifteen minutes to disassemble and isolate the system
components. We assume the got it
together correctly in another 15 minutes.
Thus the total time on mechanical is ½ hour no more than one hour.
Outstanding Brief
We have been loyal
to Ford since 1999! Back around March
7, 2017 we enlisted TRF to help us resolve and electrical issue with our 2007
Ford Focus (Sarah). On March 9, 2017
TRF reported “checked for parasitic draw: good, 0.02a, customer concern no
longer present at this time”
Nature of our
Parasite
Remove the CD >
Changes to Radio Mode > Radio Mode is the parasite!
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Table - AcroCodes
Code
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Meaning
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APWF
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All Priors With Ford
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|
R
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Retroactive
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RT
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Real Time
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|
TR
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Theodore Robbins
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|
TRF
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Theodore Robbins Ford
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|
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List of Tables (T) – Matrices – Figures (F) – Links
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Table (T) - AcroCodes
List of Tables – Matrices – Figures
Figure (F) - Results
Up Front – Objective From Yelp (20190208)
F – Inspiration – TRF – Message After Submit Online
Evaluation
F – TRF Online Rating System - Results
Matrix - Summary
Stars – About Theodore Robins Ford (TRF)
F – Theodore Robbins
Service Director Request Transaction Evaluation
Results Up Front
(Subjective) - Rate Ford Dealerships (Sampling)
T – STR Format –
February 2019 TRF Transactions
F – TRF Performance Solicitation
F – Reasoning Regarding Time Spent
T - Transaction – Door Repair – Begin 20190206-W
T - Outstanding Transaction – Electrical – (Primary –
Secondary – Tertiary)
F – Scan of Outcome 2017 Transaction with TRF
F - Research - Maximum Time = 1 / 2 Hour
F - Process and Time Spent (Videos)
T - You Tube Video Links – Context Door Latch System Repair
Homework - Research - Process and Time Spent
T - Time Spent – Pooled Data – Repair Drivers Door Latching
System
Homework Figures - Research - 2007 Ford Focus In Scope
Complaints
Link TRF - 20190210-SUN: Rating: 3.5 - 351 reviews
Figures – Part that was returned
F – Part that was returned – Close Up
FYI - Appendix Form (Blank)
Matrix - Appendix Online Questionnaire Transformation &
Scoring
T - AcroCodes (DITTO) – TRF QA Report
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Figure - Results Up
Front – Objective From Yelp (20190208)
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Last Reviewed: 20190221-TH:
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Figure – Inspiration – TRF – Message After Submit Online Evaluation
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Figure – Inspiration – TRF – Message After Submit Online Evaluation
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Figure – TRF Online Rating System - Results
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Last Reviewed: 20190221-TH:
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Matrix - Summary
Stars – About Theodore Robins Ford (TRF)
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Utility
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Stars
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Ratings
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Date Rated
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Yelp Online
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4.5
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358
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20190208-F
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Bruce Speer Format
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3.0
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1
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20190216-SA
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Ours – TR AVG
Quick Scores
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2.7
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3
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20190217-SU
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Last Reviewed: 20190221-TH:
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Figure – Theodore
Robbins Service Director Request Transaction Evaluation
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We Scored TRF 2.7 to 3.0 Stars and submitted our
results online on February 16, 2019
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Results Up Front
(Subjective) - Rate Ford Dealerships (Sampling)
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|||||
Dealership
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Vehicle
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Transaction
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Quick Stars
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Note
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-
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|||||
Ford of Orange
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Shopping
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NA
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Theodore Robins
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Focus
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Diagnose
electrical problem
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1.0-R
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Theodore Robins
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Taurus
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Main engine
cooling fan replacement
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3.0-R
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Theodore Robins
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Focus
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Repair driver side
door latch defect
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4.0-RT
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Worthington Ford
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Taurus
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Purchase
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4.0-R
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Villa Ford
[David Wilson’s]
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Focus
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Purchase
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4.0-R
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Tuttle Click
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Taurus
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Replace driver side
window motor system
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4.0-R
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Tuttle Click
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Taurus
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Reimbursed me for
TR fan job - Recall
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5.0-R
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Date Scored:
20190217-SUN: R=Retroactive | RT=Real Time
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Compare with Ratings
online
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Quick Stars Method
(QSM)
Star Summary for
just TRF related
CALC: 8/3 = 2.7 V
Online Yelp Stars = 4.5
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Table – STR Format –
February 2019 TRF Transactions
Timeline – Andrew
(Service Manager)
Date Stamp
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Note
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Persons
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20190204-M
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Notice Prob
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Self
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20190204-M
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Make Appt
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Self w
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20190206-W
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Drop off car
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Andrew
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20190207-TH
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No calls from
Advisor
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Andrew
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20190208-F
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Review You Tube
Videos #1
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Self
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20190208-F
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Make Slide Show
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Self
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20190209-SA
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Wrong Part
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Technician
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20190209-SA
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Loaner Car
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Via
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20190210-SU
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Review Time Spent
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Self
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20190210-SU
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Summarize Time
Spent
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20190210-SU
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Address Yelp
Ratings
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20190213-W
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345 Pickup car
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Andrew
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20190213-W
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Inspect car
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Self
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20190213-W
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Pay for repairs
Get old part(s)
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Cashier
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20190214-TH
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Review paperwork
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Self
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20190216-SA
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Begin closure
report
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Self
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20190225-M (or)
20190226-TU
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Discuss Report +/-
Blog version
Reopen electrical
case from 2017
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Visit TR Ford +/-
Speer
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Last Reviewed: 20190221-TH:
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Assessment Query Via Email
Assessment Query Via Email
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Bruce Speer at Theodore Robin’s [Service Director]
Share Your Experience
Figure – TRF Performance Solicitation
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After meeting with Bruce Speer would you recommend Theodore
Robins Ford service department to a friend or family member?
-YES or SoSo or No (Circle One)-
Figure – Reasoning Regarding Time Spent
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TR Online Assessment Submit Date – 20190216-SAT:
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Table - Transaction – Door Repair – Begin 20190206-W
Breaking it Down
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Feature
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Note
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Detail
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Date Drop Off
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02/06/19-W
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Service Interval 1
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Service Interval 2
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Estimated Completion
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02/06/19
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Actual Completion
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02/13/19
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Preliminary Estimate
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$160.00
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-
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Parts
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$42.44
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Lab-Mechanical
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$400.00
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Time Spent
Watch 1 or 2 videos and see what you think
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Tax
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$3.29
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Total Charge (Revised Estimate)
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$445.73
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Date Invoiced
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02/13/19
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Advisor
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151 – Andrew Jones
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Tech
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166 – Macedo, Cesar
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Service Director
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Bruce Speer
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Party Accountable
Solicited Input
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Last Reviewed: 20190221-TH:
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Table - Outstanding Transaction – Electrical – (Primary –
Secondary – Tertiary)
Breaking it Down
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Feature
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Note
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Detail
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Customer #
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273497
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Workorder
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183599
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Service Interval 1
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Service Interval 2
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1st Promised
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07MAR17
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2nd Promised
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09MAR17
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Ready – Actual Completion
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10MAR17
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Rate
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$140.00
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-
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Preliminary Estimate
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$150.00
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-
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Parts Amount
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$119.95
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Labor Amount
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$150.00
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Lab-Mechanical
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NA
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Tax
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$9.30
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Total Charge (Revised Estimate)
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Paid 03/10/17
$279.25
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Date Invoiced
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03/10/17
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Service Advisor
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7217 – Ned, Shortsleeve
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Tech
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? 7214 (CP)
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Service Director
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Party Accountable
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Vehicle Report Card
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Not Favorable
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Last Reviewed: 20190221-TH:
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Figure – Scan of Outcome 2017 Transaction with TRF
[SCAN OF OUTCOME]
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How is it? - Quote – Nature of our Parasite
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Figure - Research - Maximum Time = 1 / 2 Hour
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Links to Videos
Research – Search
Query > “repair 2007 ford focus drivers door handle repair”
Figures - Process and Time Spent (Videos)
20190210-SUN
Table - You Tube Video Links – Context Door Latch System
Repair
[INSERT YOU TUBE VIDEO INFORMATION]
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Run Time
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Link
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Notation
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10:47
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Fix/Repair Ford Focus Door Handle For $1 Dollar
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7:50
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8:57
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Last Reviewed: 20190221-TH:
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Homework - Research - Process and Time Spent
20190210-SUN
20190210-SUN
[INSERT YOU TUBE VIDEO INFORMATION]
[LINKS HELD BACK]
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Table - Time Spent – Pooled Data – Repair Drivers Door
Latching System
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Video Time
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Seconds
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Minutes
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8:57
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480 + 57 = 537
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7:50
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420 + 50 = 470
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13.32
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780 + 32 = 812
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SUM
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1819
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AVG
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606
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Approximatation
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10:00
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Last Reviewed: 20190221-TH:
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Summary – Time Spent
I all we watched six (6) You Tube
videos regarding repairing the driver’s side door latching system. We analyzed three videos in the table
above. The makers of the videos do not
identify and Ford Focus professor service people. The approximate average time was ten (10) minutes. Giving the professional(s) at TRF the
benefit of the doubt it takes no more than one (1) hour to do this job.
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Homework Figures - Research - 2007 Ford Focus In Scope
Complaints
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20190208-F
Figure – Our Complaint
“Door Handle On Drivers Door Broke & Can’t Open From
Outside”
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Figure – Complaint Severity Rating
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20190210-SUN: TR Ford on Yelp
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Theodore Robins Ford - 65 Photos & 351 Reviews
Link TRF - 20190210-SUN: Rating: 3.5 - 351 reviews
20190222-F: Our Score Using TRF’s Format
Rating = 2.5
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Figures – Part that was returned
[USE BETTER PHOTOS]
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Figure – Part that was returned – Close Up
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FYI - Appendix Form (Blank)
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Matrix - Appendix Online Questionnaire Transformation &
Scoring
Please tell us how we did on your service visit
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#
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Question
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APWF (R)
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ALL TR
(R)
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This TR
(RT)
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1
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Were you greeted promptly when you arrived for service?
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Yes
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Yes
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Yes
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2
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Was you vehicle ready at the time promised?
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SoSo
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No
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No
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3
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Afger this service visit, would you recommend our service
department to a friend?
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Yes
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SoSo
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SoSo
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4
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Overall, how satisfied were you with you service
consultant?
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SoSo
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SoSo
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SoSo
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3 / 4 =
75%
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2 / 4 =
50%
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2 / 4 =
50%
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Satisfaction with Service
Star Equivalents =
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3.8
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2.5
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2.5
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Date Scored: 20190221-TH:
Please enter any comment you have regarding this serive
visit:
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Time spent / billing issue
Outstanding issue
Table - AcroCodes (DITTO) – TRF QA Report
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Code
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Meaning
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APWF
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All Priors With Ford
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R
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Retroactive
|
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RT
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Real Time
|
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TR
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Theodore Robbins
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TRF
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Theodore Robbins Ford
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Images at the End
Dorothy Taurus’ Avatar
[INSERT DOROTHY]
Slide Show Series
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Promotions
The End
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