The Auto IQ 15-Stage Technical Evaluation Process is the diagnostic framework used on every diagnostic job at Fergies. It is a structured, methodical approach to fault finding that ensures no steps are skipped, every conclusion is evidence-based, and every output is documented clearly enough for front of house to present the findings and their value to the customer and obtain authorisation to proceed.
This SOP exists to ensure every diagnostic job is carried out consistently and to the same standard by every Troubleshooter Technician. It protects the customer by ensuring faults are found correctly first time, protects the technician by making every diagnostic conclusion evidenced and defensible, and protects the business by giving front of house the information they need to sell each stage of the process confidently.
- All Troubleshooter Technicians — Junior, Mid and Senior
- The Workshop Manager when carrying out or supervising diagnostic work
- Junior Troubleshooter Technicians follow this SOP under WSM supervision until assessed as competent to carry out Stage 1 independently
- Every diagnostic job, every time — regardless of how familiar the fault appears
- Familiarity with a fault type is not a reason to skip steps in the process
- Both Stage 1 and Stage 2 require a written Garage Hive output before the next stage can begin
- No stage begins without the previous stage write-up being complete and customer authorisation confirmed on the job card
No diagnostic findings, repair recommendations or costs are ever communicated directly to the customer by the technician. All customer communication goes through front of house at every stage.
Diagnostic work involves working with vehicles, electrical systems, diagnostic equipment and in some cases chemical exposure. The following health and safety considerations apply.
When working with or near high-voltage systems on hybrid or electric vehicles, manufacturer-specific isolation and safety procedures must be followed before any diagnostic work begins. Refer to the manufacturer workshop manual for the specific vehicle. Do not begin diagnostic work on a high-voltage system without completing the required isolation procedure.
The road test during Stage 1 must only be carried out by a qualified driver holding a full UK driving licence valid for the category of vehicle being tested. All road traffic law applies. The technician must be familiar with the vehicle controls before moving off.
Where diagnostic work requires the vehicle to be raised on the ramp, the vehicle must be correctly positioned, secured and the ramp locks engaged before any work beneath it begins. Follow the workshop ramp operating procedure at all times.
If diagnostic work involves handling brake fluid, coolant or other hazardous substances, refer to the workshop COSHH register for full handling and disposal requirements. Nitrile gloves must be worn when handling brake fluid. Eye protection must be worn when working beneath the vehicle.
Manufacturer genuine diagnostic tools must be used at all times. Ensure the diagnostic tool is fully updated before connecting to any vehicle. Never force a diagnostic connection or attempt to connect to a system the tool is not rated for.
All diagnostic equipment must be checked at the start of every working day and confirmed in full working order and fully updated before any diagnostic job begins. Report any faulty or out-of-date equipment to the Workshop Manager immediately.
The full Stage 1 allocation is one hour — 45 minutes for the technical evaluation and 15 minutes for the Garage Hive write-up. These two windows are separate and protected. If 45 minutes is not sufficient, additional time must be requested from the Workshop Manager before the evaluation window expires.
If the technical evaluation is not complete at 45 minutes, the technician stops and requests additional time from the Workshop Manager before proceeding. The 15-minute write-up window is protected — it must never be sacrificed to extend evaluation time.
Stage 2 begins only once the Stage 1 write-up is complete and front of house has confirmed customer authorisation on the job card.
The technician waits for front of house to update the job card before starting Stage 2. They do not begin because they believe the customer will say yes.
Stage 3 begins only once front of house has presented the Stage 2 confirmed diagnosis to the customer, agreed the repair cost and obtained authorisation on the job card.
The technician does not begin the repair until front of house has updated the job card to confirm the customer has authorised the work and agreed the cost. No exceptions.
Completed in the 15-minute window after Step 7. Front of house must be able to read the completed write-up and call the customer without asking the technician a single question.
ExampleFuel System — P0087 — Fuel Rail Pressure Too Low
Good example"Following our test plan we found fault code P0087 returning after a road test. Fuel rail pressure is reading below specification under load, caused by a failing high-pressure fuel pump affecting the fuel delivery system. The vehicle is losing power under acceleration as a result."
Not acceptable"Found P0087 stored. Fuel pump suspect."
Good example"If this work is not carried out, the customer risks the high-pressure fuel pump failing completely, which could result in the vehicle breaking down without warning. A failed pump can also contaminate the fuel injectors, turning a single component repair into a significantly more expensive job."
Not acceptable"Vehicle will break down."
Test fuel pump relay operation and power supply to pump
Measure fuel pump current draw under operating conditions
Carry out injector balance test across all four cylinders
Not acceptableCheck fuel system / Test wiring / Further investigation required
Completed immediately after Step 9. The same standard applies — front of house must be able to read the Stage 2 write-up and sell the Stage 3 repair without asking the technician anything.
Good example"We carried out a fuel pump current draw test which confirmed the pump is drawing above the specified current, indicating internal wear. We carried out a fuel pressure hold test which confirmed pressure drops off significantly after the engine is switched off, confirming the pump check valve has failed. Based on these results we can confirm the high-pressure fuel pump requires replacement."
Not acceptable"Pump tested, confirmed faulty."
A correctly completed Auto IQ diagnostic job produces two written outputs — a Stage 1 write-up and a Stage 2 write-up — both of which front of house can use to contact the customer and sell the next stage without asking the technician a single question. Every conclusion is supported by measured test results. Every implication is stated in plain language the customer can understand.
- Stage 1 technical evaluation: 45 minutes
- Stage 1 Garage Hive write-up: 15 minutes
- Stage 1 total: 1 hour
- Stage 2 and Stage 3: quoted and agreed with the customer before beginning
CPD is currently a general ongoing development activity at Fergies. Technicians are encouraged to reflect on completed diagnostic jobs and discuss learning points with the Workshop Manager. Formal per-job recording is not yet mandatory.
The intention is to move to a per-job CPD note recorded in Garage Hive against every diagnostic job. Three questions answered honestly: what did I find and how did the process lead me to the correct conclusion, was there anything I could have done more efficiently, and what would I do differently next time with a similar fault.
How to avoid: Always follow the full process from Step 1. A familiar fault code does not guarantee a familiar root cause.
How to avoid: Use the formula. Every write-up must include what was found, the root cause, the affected system and the implication of not acting.
How to avoid: Wait for front of house to update the job card. Never assume the customer will agree.
How to avoid: Every test in the Stage 2 plan must name the specific test, the specific circuit or component and the specific measurement to be taken.
How to avoid: If the process does not confirm root cause, escalate to the Workshop Manager rather than assuming. A wrong diagnosis is worse than an honest inconclusive result.
How to avoid: Post-fix operations are as important as the repair itself. Refer to the manufacturer workshop manual for the full list of required post-repair steps for every job.
How to avoid: All customer communication goes through front of house at every stage without exception.
How to avoid: CPD is the last step of every diagnostic job. Even a brief reflection builds diagnostic knowledge over time.
- SSS Health Check Procedure — the SSS check is carried out on every vehicle including those booked in for diagnostics
- Quality Control and Sign-off SOP — sign-off requirements for completed diagnostic jobs
- Workshop COSHH Register — handling requirements for hazardous substances used during diagnostic and repair work
- Ramp Operating Procedure — correct ramp use and safety requirements for underside diagnostic work
- Manufacturer workshop manuals — vehicle-specific diagnostic procedures, torque specifications and post-repair requirements
- Manufacturer technical information portals — TSBs, TPIs and known fault data
- Garage Hive — the CRM platform where all diagnostic outputs are recorded
Version history will be recorded here as this SOP is reviewed and updated. Each entry should note the date of the change, what changed and who approved it.