TAC (Technical Assistance Centers) Xchange Group Meetup 3

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Click to read: Group’s First February Meetup Blog & Highlights

Click to read: May Meetup #2 Blog & Highlights

August 11: Metrics, KPIs, and Performance Benchmarks | Meetup #3 | 75-minutes Virtual

• Introduction of the TAC Metrics Framework, establishing a structured approach to benchmarking Efficiency (Phone & Digital), Business Impact, and Satisfaction metrics across OEM TAC operations
• Discussion on shared KPI definitions and performance measures that better reflect resolution quality, escalation trends, dealer support effectiveness, and overall TAC operational performance

Group comprised of TAC leaders from Ford Motor Company, Hyundai Motor America, Hyundai Canada, Kia America, Toyota Motor North America

Xchange Group Brochure Member Packages Download

What Makes These Groups Different?

• Approved participation to ensure open, relevant dialogue
• MAPconnected membership required
• 4 facilitated benchmarking sessions per year – virtual (Feb, May & August)  + in-person at Service & Warranty Lifecycle Summit Oct 19-21 Detroit
• Benchmark-driven agendas focused on peer comparison, not theory
• Give-and-take engagement model—all participants contribute
• MAPconnected facilitation to keep discussions structured, compliant and actionable

Current Xchange Groups:

• Financial Products & Insurance
• Parts Return & Quality Analysis
• Warranty Administration
• Recall, Customer Campaigns & Legal
• Purchasing & Supplier Cost Sharing
• TAC Technical Assistance Centers

NEW FOR July: Field Services Connected Data Xchange Group

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