F 150 4WD Pickup V8-281 4.6L VIN W EFI (1997)
cc:
All Parts Managers,
All Service Managers
Subject:
New Part Procurement Process For Low Volume Recalls
The purpose of this communication is to announce the implementation of a new process for dealer acquisition of service parts for certain Recalls/Owner
Notification Programs with a small number of involved vehicles.
Background:
^
Situations where Recalls/Owner Notification Programs have a small number of involved units require special handling.
^
There are no controls in the parts system to prevent the over-ordering of parts in low volume situations.
^
Many dealers order one or more parts even if they do not have an involved unit to insure customer satisfaction. This can result in parts in the
inventory of Dealers who do not need them and exhausted supply for Dealers who do need them.
^
Recent examples include:
-
95B66 (1995 Taurus/Sable Door Hinge Bolts) - 1,925 involved units, sold more than 13,000 bags of bolts;
^
With existing procedures, there is a cost to the Company and the Dealers (handling, returning, scrapping, etc.).
What's "Small Volume"?
^
Generally, recalls or ONP's involving 1,000 or fewer vehicles.
What We Propose:
^
Procedure to better manage "Parts-To-Affected-Vehicle" process.
^
Vehicle Owner (retail customer/fleet/dealer) requested to contact a "process facilitator" via a special 1-800 toll-free line or with a special postcard
provided with the owner letter or via their Dealer, who would, in turn, contact the process facilitator.
^
Process facilitator verifies VIN/Owner information and works with owner (or Dealer) to identify repairing Dealer.
^
Process facilitator ships parts kit to repairing Dealer via over-night air freight and sends a MORS II/Combat Contact info message with
Customer/VIN/part shipping information to the identified repairing dealer.
^
Part will only be available as a kit and will arrive with a special highly visible, day-glow type label containing customer name and VIN.
^
Dealer would be charged for the part at the lowest acquisition cost.
What's Different
^
Owner asked to call special toll-free line or send back special postcard.
^
Parts would not be available through the normal parts ordering system.
^
Owners would need to have an appointment.
Dealer Benefits:
^
Eliminates back-orders guarantees part availability.
^
Increases customer satisfaction with your "Service Experience".
^
New process will enable Dealers to initiate pro-active service scheduling with the information we will provide on the MORS II/Combat contact
message, you call the customers to arrange a service appointment knowing that the part will be there and the customer's vehicle needs service.
Additional details will be provided as specific Recalls/Owner Notification Programs suitable for this process are launched.
We ask that you share this new procedure with your parts and service personnel to insure they are aware of this new process.
