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LATAM Update Technical Service Operations

LATAM Update Technical Service Operations. Tony Brenders V.P . Technical Service Operations Mopar Service, Parts & Customer Care 10 -Jul-2013. Agenda. Technical Service Operations Organization. Recall & RRT Completion. Wiring Diagram Improvements. StarParts Improvements.

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LATAM Update Technical Service Operations

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  1. LATAM Update Technical Service Operations Tony BrendersV.P. Technical Service OperationsMopar Service, Parts & Customer Care10-Jul-2013

  2. Agenda Technical Service Operations Organization Recall & RRT Completion Wiring Diagram Improvements StarParts Improvements Owner Information Process Special Tools - Global Integration New Vehicle Prep Technical Assistance - eTeSeO Migration

  3. Organizational Scope Technical Service Operations Warranty Operations Technical Service Development Technical Assistance & Product Support Service Equipment & Licensing Service Engineering Operations Management Financial Controls Technical Service Operations enables the dealer body to provide the retail customer the ultimate service experience!

  4. Recall & RRT Completion LATAM Recall Completion Trend LATAM RRT Completion Trend

  5. Recall & RRT CompletionTools CURRENT: LATAM Recall & RRT Completion Tools • Recall & RRT Completion Reports • Market level reporting • Country level reporting • Dealer level reporting • Completion Counts • Completion Targets • Lost Business Opportunity INVESTIGATING: LATAM Recall & RRT Completion Tools Service Action eAlerts Inventory Service Actions

  6. Wiring Improvement Strategy Implement System View Wiring Diagrams Glass View Location Graphics 2014 WK, MK, BF Complete, all remaining vehicles to follow

  7. StarParts Improvements Fix Parts Catalog Noun Names & Correct Mistakes FOCUS Over 3,000 corrections ~15,000 Catalog Changes Implementing Closed Loop Process for Parts Specifying

  8. Owner InfoNew Process • New Process • Owner Information is sent to international markets 30 Days prior to FIVIC • FIVIC: Specific date that First International Vehicle is in Country • Owner Manuals delivered FASTER !!! Average:45 Days prior to FIVIC

  9. Essential Special Service Tool (ESST) Map Process Global ESST Integration • Lead Vehicle Engineering Region • Responsibility • Developing all potential Special Tools • Based on their market service repair strategy • Remaining Special Tool Teams • Responsibility • Developing additional Special Tools • Any that are necessary for their market service repair strategy Each ESST will be identified using the Global part number and tracked in the Global Tool database • Additional Information • Tool prints and supporting tool documentation will be stored in Global Tool database • Each Special Tool team will build and deliver the Special Tools to their markets using normal company processes • Concerns • Global Tool build not feasible due to taxes and shipping costs • Some tools may need to be adapted to meet market’s requirements • Vehicle timing may create tool lead time issues for Global development

  10. 2013 Special Tool Development (LATAM) 2013 Launch Schedule Tool Prints Available Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec wiTECH Diagnostic Extender Dec 2nd Aug 19th May 1st May 20th Jul 1st Aug 1st KL Tools (PTU, 948TE Transmission Kits 3.0L VM Diesel Engine Tools Kit (WK/DS) 3.0L VM Diesel Fuel Diag Kit (WK/DS) Air Test Plate Adapter 948TE 3.0L FGA Diesel Engine Tool Kit (VF)

  11. VIN Specific New Vehicle Prep Form • Current Situation • English Form Launched June 2012 • Argentina • Barbados • Bolivia • Brazil • Chile • Colombia • Costa Rica • DominicanRepublic • Ecuador • El Salvador • Next Steps • Provide Spanish & Portuguese form • Translationsprovided 25-Jun-2013 • Developtranslated NVP form • Guatemala • Honduras • Nicaragua • Panama • Paraguay • Peru • Puerto Rico • Uruguay • U.S. VirginIslands • Venezuela VIN Specific New Vehicle Prep Form

  12. Technical Assistance Migration • Current Status of eTeSeOMigration • Argentina, Brazil and Venezuela migrating from IDAW to eTeSeO(May - Dec, 2013) • Migration consist of a link in DealerCONNECT/TechCONNECT that directs Technician to Technical Support (below) • The link is a button (Request Technical Assistance) that appears after a search has been done using a VIN in TechCONNECT • The program that is used is eTeSeO, a FIAT Technical Support system that offers in language support • The Technical Assistance escalation process does not change

  13. eTeSeO Vehicle Escalation Process Flow • Dealer • Problem Vehicle • Star Case • TSB • RRT • eTeSeO • Auburn Hills • FTS U.S. • Engineering • CSTi • Market Meetings • Feedback • Issue ID • Tracking/Status • Root Cause • Corrective Action • Clean Points • Monitoring • STAR Center • eTeSeO U.S. • Problem vehicle • In Country Market Support • Tech Advisors • Using eTeSeO DealerCONNECT Support First Level Support Second Level Support Third Level Support • Feedback • Issue ID • Tracking/Status • Root Cause • Corrective Action • Clean Points • Monitoring • Escalation • Market • Research • Issue Identification • Root Cause • Corrective Action • eTeSeO Escalation • Global • Research • Issue Identification • Root Cause • Corrective Action • Escalation • Market • Research • eTeSeO Escalation • Regional • Research • Issue Identification • Root Cause • Corrective Action • Escalation • 24 Hour Reply • Sam Garcia - STAR STAR needs clear description of issue & actions taken. Required for successful & quick support

  14. Single Vehicle Escalation Process – International Global Service International Database (GSID) Monthly Market Meetings • Field Actions • CSNs / Recalls • RRTs • TSBs Refer to Darrel’s email TSO (2nd Level Support via U.S. Graz, STAR, FTS) Corporate Quality (next page) Markets Quality Issue Management • First Level Support using eTeSeO • Tech Advisors • eTeSeO • Single vehicle issue Case Management • Brazil Argentina Venezuela • Quality Narrative Analyzer • Searchable analytic tool w/ “subscription” capabilities • Customer Satisfaction Teams (CSTi) • Monthly Current Production Quality Mtg (MCPQ) • Quality Transmittals(Data Base) • Weekly Meetings(Fiat) • Vehicle Event History • Warranty Claims • CAIRs • Problem Search • Repair Orders • CAIRs • CAGRIS Reports • Company Car Narratives • STAR ECCI/iDAW • CPS • CQI • PRESIGI / FEW • 3-36 Fleet • VCC • Issue ID • Tracking/Status • Root Cause • Corrective Action • Clean Points • Monitoring Issues Without a Solution Requiring Escalation Feedback to Markets via Monthly Market Meetings (Documented in GSID)

  15. Backup

  16. Single Vehicle Escalation Process – Monthly Market Meetings • Communication Sent August 9, 2012 • Clarify technical assistance support for CJDR vehicles in International Markets • Problem Escalation Process Flow • Please share ongoing feedback with Darrel Swindell / Lisa Sacino

  17. International STAR Monthly Case volume Revision Date: 02-Jul-2013

  18. International STAR Monthly Case volume for LATAM for June 2013 Revision Date: 02-Jul-2013

  19. Issue Tracking Latin America LATAM

  20. Current Contacts Using IDAW

  21. Current

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