jaguar land rover elearning · a formal technical document published by jaguar land rover north...

Jaguar Land Rover eLearning

TC-JLR-WEB:

Technical Communications Systems Overview JLR WEB

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10/18/2010

Contents

• Overview 3

• Document Details 9

• Posting and Notification 13

• Electronic Product Quality Reporting (EPQR) System Overview 16

• List of Abbreviations 22

© 2009 Jaguar Land Rover North America LLC. All rights reserved.

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Overview

Jaguar Land Rover provides online Marketing, Operational, and Service Information support to its Dealers/Retailers through the Jaguar Business Network (JBN) and Land Rover InfoTrail websites. These websites offer access to information for the Service, Sales, Parts, and Warranty aspects of the business. This course focuses on the available Service Information Systems:

General Information / Policy & Procedures / Strategy• Jaguar Product Support

• Land Rover InfoTrail

• Electronic Product Quality Reporting (EPQR) System:

– Fixed Right Enhanced Diagnostics (FRED)

Technical Repair / Diagnostic Information• Technical Online Product Information eXchange (TOPIx)

– Diagnostics

– Service Bulletins

– Service Information

• Electronic Product Quality Reporting System

– EPQR

– Special Service Messages (SSMs)

The websites are accessed online at the following addresses:• Jaguar Business Network (JBN): https://web.jbn.dealerconnection.com

– Access to Product Support, TOPIx, and EPQR

• Land Rover InfoTrail: https://web.lrinfotrail.dealerconnection.com

– Access to Bulletins and ALERTs, TOPIx, and EPQR

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Overview

Information Model

Jaguar Product Support Land Rover InfoTrail

Recall Archive•Service Actions – Archive•Administration Bulletins•Service ALERTs•

Recall Bulletins•Information Bulletins•Service ALERTs•

Technical Online Product Information eXchange (TOPIx) *

Diagnostics Service Bulletins Service Information

Select Model, Model Year

Contact Details•OBDII System Information•Data Stream Information•Reprogramming •InformationHardware Purchase Details•Calibration Information•Patch Files•Diagnostic Release Notes•Diagnostic Trouble Codes•Enhanced Diagnosis & •Testing

Select Model; Defaults to All Model Years

Special Service Messages •(SSMs)Recall Action Bulletins•Service Action Bulletins•Technical Bulletins•

Select Model, Model Year

Workshop Manual•Electrical Guides•Body & Paint Repair •ManualTechnical Guides•Maintenance Check Sheets•Vehicle Inspection •InformationBattery Care Manual•Vehicle Specification Book•Training•

* The information listed in each category varies slightly from one vehicle to the next.

Owner Literature can be accessed via the ‘View Owner Info’ tab at the top of the page.

Electronic Product Quality Reporting (EPQR) System

EPQR Submit / Search•Fixed Right Enhanced Diagnostics (FRED) Submit / Search•SSMs•

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Overview

Jaguar Product Support and Land Rover InfoTrail

The Jaguar Product Support and Land Rover InfoTrail websites host the following Service Information:

• General Service, Administration / Information Bulletins

• Service ALERTs

• Tools & Equipment

• Operational and Warranty-Related Policy Bulletins

NOTE: For Technical, Service, and Recall Bulletins, refer to TOPIx.

Jaguar Product Support Bulletins are accessed by selecting ‘Product Support’ from the JBN ‘Service’ page, then ‘Service Administration Bulletins’.

Land Rover InfoTrail Bulletins are accessed by selecting the ‘Bulletin / Publications’ button located in the lower left-hand column of InfoTrail. A special InfoTrail username and password are required.

Technical Online Product Information eXchange (TOPIx)

Technical Online Product Information eXchange (TOPIx) is the central online repository for all Jaguar Land Rover technical repair documentation. TOPIx is available to anyone that has Internet (Public Users), Intranet (Jaguar Land Rover Corporate Employees), or Extranet (Jaguar Land Rover Dealers/Retailers) access.

TOPIx is accessed through the My VPN Portal, and its functions are the same for both Jaguar and Land Rover.

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Overview

Electronic Product Quality Reporting (EPQR) System

The EPQR system consists of three main components:

• The EPQR Submission Form

• Fixed Right Enhanced Diagnostics (FRED)

• The Special Service Messages (SSM) database

A more detailed overview of EPQR begins on page 16. EPQR is accessed through the My VPN Portal.

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Jaguar Dealer Systems Access:https://web.jbn.dealerconnection.com

JaguarBusiness Network

(JBN)

ProductSupport

My VPN Portal

Web Single Log-InUser ID + Password

‘Service’ Tab

My VPN / Dealer Single Log-InUser ID + Password

EPQR

Electronic Product QualityReporting System

Technical Online ProductInformation eXchange

TOPIx

• Bulletins• Alerts

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Land Rover Retailer Systems Access:https://web.lrinfotrail.dealerconnection.com

Land RoverInfoTrail

Bulletins /Publications Tab

(Bottom leftof screen)

My VPN Portal

InfoTrail Log-InUser ID + Password

‘Service’ Tab

My VPN / Dealer Single Log-InUser ID + Password

EPQR

• Bulletins• Alerts

Electronic Product QualityReporting System

Technical Online ProductInformation eXchange

TOPIx

Web Single Log-InUser ID + Password

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Document Details

Technical Bulletin

• Definition of a Technical Bulletin:

A formal technical document published by Jaguar Land Rover North America which provides repair guidance when an issue has been identified, its root cause determined, and a robust repair process implemented. Technical Bulletins follow a consistent format and usually contain the following information:

Affected Vehicle Range –

Condition Summary (issue) –

Parts Information (if applicable) –

Warranty Information (if applicable) –

Tools (if applicable) –

Repair Procedure –

• Technical Bulletins are considered:

Permanent (never deleted but may be revised) –

• Technical Bulletin Guidelines

All Technical Bulletins approved for the North American market will be –published on TOPIx under the Service Bulletins section of the vehicle.

Bulletins may be revised when/if information has been superseded or is –no longer relevant or accurate.

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Document Details

Administrative (Jaguar) and Information (Land Rover) Bulletins

• Definition of an Administration/Information Bulletin

Bulletins that inform Dealer/Retailer personnel of Policy and Procedure changes in the areas listed on the Jaguar Product Support or Land Rover InfoTrail website (see table below).

• Administration/Information Bulletins are considered:


• Administration/Information Bulletin Guidelines

All bulletins approved for the North American market will be published –on the Jaguar Product Support website (Administration) or Land Rover InfoTrail (Information) website.

Bulletins may be revised when/if information has been superseded or is –no longer relevant or accurate.


Administration Bulletins

Tools/Equipment•Training•Warranty•Maintenance/PDI Schedules•Repair Operation Times•Workshop Administration•Recall Campaigns•

Information Bulletins

General Information•Marketing•Recalls•Tools & Equipment•Training•Warranty•

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Document Details

Service ALERTs

• Definition of a Service ALERT

A quick method of communicating ‘Need to Know’ information via email to Dealer/Retailer Personnel. ALERTs pertain to the areas listed on the Jaguar Product Support or Land Rover InfoTrail website (see table below). All ALERTs will be stored on the respective website.

• Service ALERTs are considered:


• Service ALERT Guidelines

An electronic copy (PDF) of the ALERT document is attached in the email –notification for reference.

All ALERTs approved for the North American market will be published on –the Jaguar Product Support or Land Rover InfoTrail website.


Tools/Equipment•Training•Warranty•Maintenance/PDI Schedules•Repair Operation Times•Workshop Administration•Recall Campaigns•

General Information•Marketing•Recalls•Tools & Equipment•Training•Warranty•

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Document Details

Special Service Messages (SSMs)

• Definition of an SSM

A quick method of communicating ‘Need to Know’ information to the technical community. SSMs are promoted to the EPQR & TOPIx sites after a 24-hour Automotive Safety Office (ASO) review. SSMs are not available on Jaguar Product Support or Land Rover Infotrail – EPQR System & TOPIx System access (via My VPN Portal) is required to view SSMs.

• SSMs are considered:

Temporary (may be deleted) if they are issued in advance of a Bulletin –

Permanent (never deleted but may be revised) if they are the only –communication on a topic

• SSM Guidelines

All SSMs approved for the North American market will published on the –EPQR website (Technical, Workshop Admin Type).

SSMs may be issued in advance of Technical or Administration/ –Information Bulletins, OR they may be issued as the only communication on a topic.

SSMs carry the same weight and importance as other communications –issued by JLR, and are enforced by After Sales & Audit Teams.

SSMs may be deleted from both EPQR & TOPIx when/if a bulletin is –published or the information is no longer relevant or accurate.

Technical SSMs generated via the EPQR website and approved –for publishing on TOPIx are automatically promoted to TOPIx. This functionality was implemented as of December 2007.

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Posting and Notification

New Service Information is posted to the various websites on a regular basis. Dealer/Retailer Personnel can stay abreast of new information by reviewing the online resources and through weekly E-Notifications.

Best Practice

Review each website daily for new documents:

• Jaguar Product Support • TOPIx

• Land Rover InfoTrail • EPQR / SSMs

Posting and Notification Model

Bulletins Service ALERTs Special Service Messages

Target Audience

Service Manager•Lead Technician•Warranty Administrator•Parts Manager •(where required)

Target Audience


Target Audience


Technical Bulletins

Posted to TOPIx and listed on ‘What’s New’ page.

Service ALERTs are e-mailed to all appropriate Dealer/

Retailer Personnel.

PDF of ALERT is sent as •attachment to the e-mailALERT title contained in •textALERT is filed on Jaguar •Product Support or Land Rover InfoTrail for future reference

All SSMs (Technical and Non-Technical) are generated

within the EPQR System.

All new SSMs are posted •on EPQR and listed under EPQR --> SSMs --> New.Only Technical SSMs •created within the EPQR System and approved for TOPIx are automatically posted to TOPIx and listed on the TOPIx ‘What’s New’ page.

Administration Bulletins

Posted to Jaguar Product Support and listed

under ’Recently Posted Information’.

Information Bulletins

Posted to Land Rover InfoTrail and listed under

’Most Recent Publications’.

All new Bulletins are summarized in

Weekly E-Notifications.

New SSMs posted to TOPIx are summarized in

Weekly E-Notifications.

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Weekly E-Notification

Dealer/Retailer Personnel receive a weekly E-Notification, which summarizes new publications posted during the past week:

• Administration Bulletins posted on Jaguar Product Support

• Information Bulletins posted on Land Rover InfoTrail

• Technical Bulletins posted on TOPIx

• SSMs posted on TOPIx

Personnel must have a Dealer/Retailer e-mail account in order to receive Weekly E-Notifications. Each Dealer/Retailer is allotted 7 mailboxes (accounts), included in the Dealer/Retailer Monthly Fee; additional mailboxes can be purchased for $3.25/month.

NOTE: A new e-mail category, ‘Lead Technician’, has been created to target a specific audience.

E-Notification E-Mail:

The notification summary for Jaguar or Land Rover is included as an attachment to the E-Notification e-mail.

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Jaguar E-Notification Summary

Land Rover E-Notification Summary

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Electronic Product Quality Reporting (EPQR) System Overview

The EPQR system consists of three main components:

• The EPQR Submission Form, which provides a mechanism for Dealers/Retailers to alert Jaguar Land Rover Product Investigation Analysts & Service Diagnostic Specialists to a specific concern and, if known, to present a viable resolution.

• Fixed Right Enhanced Diagnostics (FRED), where Dealer/Retailer technicians can submit a request for authorization prior to replacing specific components (required for parts listed under the FRED menu).

• The Special Service Messages (SSM) database, which acts as a bulletin board for Jaguar Land Rover Product Investigation Analysts and Service Diagnostic Specialists to quickly post specific topical repair guidance (which may be in advance of a bulletin).

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EPQR Benefits

The underlying goal of the EPQR system is to enable Jaguar Land Rover North America to identify and resolve problems quickly, and to communicate service fix information to Dealers/Retailers in an effort to improve Fixed Right First Time (FRFT) levels and improve customer satisfaction.

Dealer/Retailer Benefits JLRNA Benefits

Quality issues viewed daily by North •American (NA) and UK Product Investigation (PI) Analysts & Service Diagnostic Specialists, enabling quicker problem identification and resolutionQuicker feedback on specific quality issues•Ability to transmit attachments (digital •photos, text documents, PDF files, etc.) with the EPQR submissionAbility to access & search all EPQRs •submitted by all users at their Dealer/RetailerAbility to search all SSMs produced by •NA & UK PI Analysts & Service Diagnostic SpecialistsPaperless submission process•

Electronic filing means faster access to •quality issues, enabling quicker fixesImproved management reporting of •Electronic Product Quality Reports for tracking and analysisAbility to view attachments (digital photos, •text documents, PDF files, etc.) with the EPQR submissionAbility to post SSMs and Communication •Bulletins directly to the EPQR websiteAbility to search EPQRs for all North •American MarketsPaperless submission process•

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Who Should Have Access to EPQR ?

All Dealer/Retailer Service Personnel that have the need to send product reports and receive service fix information should have access to the EPQR System. In most instances, all Service Managers and Service Technicians should have ‘Dealer Access’ to EPQR.

This level of access enables users to submit EPQRs to Jaguar Land Rover in the following areas:

• Vehicle / System concerns

• Diagnostic Software / Hardware concerns

How do I request access to EPQR ?

All Service Personnel requiring access to the EPQR system must have a valid Web Single Login (WSLx) ID. If you do not yet have a WSLx ID, contact your in-house SPS Group Administrator.

To obtain EPQR access, please contact the Premier Business Assistance Center (PBAC) and supply your valid WSLx ID.

Access to EPQR will be granted over the phone and should take 10 – 15 minutes to process. After that time, you may log in to the EPQR system using your WSLx ID and password.

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When Should I Submit a New EPQR ?

Dealer/Retailer users are encouraged to submit a new EPQR under any of the following circumstances:

• New Product / Diagnostics concerns where no published fixes are available from Jaguar Land Rover Service at the time of servicing (especially during a New Model launch)

• Introduction of new components or technology

• Potential Safety or Compliance Issues

• Concerns with the release of new IDS software

• Post Cut-Off VIN issues where the previously published repair procedures do not fully correct a concern. In this case, please reference the TSB, Service Action, or Recall number in the User Comment section when submitting an EPQR

• When specifically requested by Jaguar Land Rover Product Investigation or Service Diagnostics Teams:

to support investigation of a particular concern –

as part of a Fix Right First Time initiative –

EPQRs should NOT be submitted for:

• A fix which has been published previously via TSB or SSM and has proved successful

• Warranty approval – normal warranty procedures apply

• Technical assistance – requests must be directed to the Jaguar or Land Rover Technical HelpLine

• Vehicle retrofit – Jaguar Land Rover does not offer support or advice on retrofit of vehicle features that are not catalogued as Jaguar or Land Rover Engineering-approved accessories

• Instances where the customer concern is unclear

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What Should I Communicate in an EPQR ?

• Document the customer concern, the root cause of the problem, and any steps taken to diagnose or repair the problem in the free text fields provided

• Be sure to include all relevant details, for example:

Any related Diagnostic Trouble Codes (DTCs) stored in the vehicle’s –diagnostic system

Component measurements –

Any descriptive documents that might be helpful in the diagnosis of an –issue

• For wiring concerns, be sure to include details such as wire color, circuit numbers, and connector numbers

• For IDS software concerns, be sure to include DVD # and Patch File #

When Submitting an EPQR:

• To the best of your ability, complete new EPQRs as thoroughly as possible before submission

• Ensure that the VIN Validation screen confirms the actual vehicle in question

• Make your reporting strictly factual – be specific and accurate:

Avoid speculation, judgments, and opinions –

Avoid emotional words or exaggerations –

Don’t guess at customer motives –

Don’t draw conclusions –

• Don’t make predictions, and make sure you only include relevant information based on a customer report and technician findings following any diagnosis or investigation

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EPQR Best Practices:

• Only tick the ‘Response Required’ radio button if feedback is required from Jaguar Land Rover

• Where possible, attach IDS data, photographs, and sound recording files to an EPQR where possible to speed up diagnosis and publication of fixes

• Always include details of Diagnostic Trouble Codes (DTCs) and a full description of any warning lights, audible chimes, or messages displays

• A separate EPQR should be raised for each issue, even if the issues are on the same vehicle

• Multiple VINs can be added to one EPQR, but only if the issue is identical across a number of vehicles of the same specification

• Make use of the ‘Duplicate EPQR’ function on previously submitted EPQR messages when reporting concerns of a similar nature

• EPQRs should be accurate and strictly factual

EPQR Support

For assistance using EPQR:

• Refer to the EPQR User Manual found on the Jaguar Product Support or Land Rover InfoTrail website.

• Contact the Jaguar Land Rover Dealer Systems Support Group

Monday – Friday, 7am – 7pm Eastern Time –

Email: [email protected] –

Phone: (800) 392-9090 –

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List of Abbreviations

The table below explains the abbreviations used in this document.

Abbreviation Definition

ASO Automotive Safety Office

DTC Diagnostic Trouble Code

DVD Digital Video Disc

EPQR Electronic Product Quality Reporting System

FRED Fixed Right Enhanced Diagnostics

FRFT Fixed Right First Time

IDS Integrated Diagnostic System

JBN Jaguar Business Network

NA North American

PBAC Premier Business Assistance Center

PDF Portable Document Format

PDI Pre-Delivery Inspection

PI Product Investigation

SSM Special Service Message

TOPIx Technical Online Product Information eXchange

TSB Technical Service Bulletin

UK United Kingdom

VIN Vehicle Identification Number

VPN Virtual Private Network

WSLx Web Single Login

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