Figure 1 – Title Screen

1. Purpose

The purpose of the EPSS (see Figure 1) is to assist Honda service technicians with servicing and troubleshooting the electrical system of the 1998-99 Goldwing 1500 motorcycle. The EPSS includes the following major sections:

1. Troubleshooting and diagnostic procedures
2. Repair and replacement procedures, and
3. Interactive schematics.

2. Solution

The EPSS design is graphical and intuitive. It includes multiple pathways to access information – including menus, indices, and hypertext links. Embedded help, messaging, notepad, and book-marking features are also included. Summaries of the three major sections follow:

A. Troubleshooting

Intelligent, comprehensive and symptom-based. Step-by-step instructions prompt the user for feedback until a solution is found. Troubleshooting information is expanded to include component locations, connector locations, normal circuit readings, and knowledge acquired from Honda service experts. Hypertext links to related schematics, component locations, definitions, and repair/replacement procedures are included.

B. Repair and Replacement Procedures (see Figure 2)

Divided into sections corresponding to the major electrical systems of the motorcycle. Each section lists the different components in the system. Selecting a component displays the inspection, repair, and replacement procedures associated to the component.

Figure 2 – Example of a Repair and Replacement Screen: Ignition Coil Inspection

A graphic of the motorcycle highlights the location of the selected component. The user then has the ability to jump to any of the associated procedures. Each procedure includes step-by-step instructions and related graphics. Hypertext links to related procedures are included.

C. Interactive Schematics

Divided into two major sections – full schematics (see Figure 3) and power-flow schematics. Both sections include full-color schematics, zoom capabilities, and a full screen option. Hypertext links allow the user to display a dialog box showing the component location (see Figure 4) on the motorcycle and any related service procedures. The user is able to jump directly to a service procedure, if desired.

Figure 3 – Example of a Full Schematic: Reverse System

Figure 4 – Example of the Component Locator: Starter/Reverse Motor

Additionally, the power-flow schematics (see Figure 5) allow the user to view the normal flow of power through the selected circuit. The user is able to select different switch positions, in order to view the change in power flow.

Figure 5 – Example of a Power Flow Schematic: Power Distribution

3. Prior State

Prior to development of the Goldwing 1500 EPSS, technicians were required to rely on their own knowledge and experience when servicing the Goldwing motorcycle. If they did have questions, they could search for answers via a co-worker, Service Manual, or by calling Honda’s support hotline.

4. User Profile

The typical Honda service technician is a High School graduate, many of whom have very little or no vocational training. Although, Honda does offer training programs for all of its technicians, many are unable to attend due to travel costs and/or time restraints.

5. Results

1. Service costs are reduced; technician productivity is improved significantly because EPSS tools provide just the right type and amount of performance support—precisely when it’s needed and at the point of need.
2. Service quality is enhanced because tasks are done more consistently.
3. Call volume for technical support is decreased because the EPSS provides required support at the point of need.
4. Technicians do a better job when troubleshooting so hit-or-miss parts-swapping is nearly eliminated and unjustified warranty claims are curtailed (fewer good parts are sent in for warranty replacement).
5. Training takes less time, costs less, and is more effective because instructional time is allocated by considering the EPSS work environment—many skills/tasks don’t have to be addressed with conventional training at all because the EPSS is adequate.
6. Information about changes in products and processes is distributed more efficiently and predictably.
7. Expertise is preserved and disseminated in EPSS tools throughout Honda’s service operations.
8. Customer satisfaction is enhanced substantially because problems are solved faster, downtime is minimized, and operating costs are reduced.

Contact Information:
Mike Briggs, Project Manager
Plus Delta Performance, Inc.
1500 Green Bay St., LaCrosse, WI 54601
Voice: 608.788.7755 x224
Fax: 608.788.7780
Email: mbriggs@pdp.com