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24-7 Members Hub • Leadership Xchange Groups • Service & Warranty Lifecycle
Leadership Xchange Groups Round 2: From Benchmarking Challenges to Building Better Frameworks
What OEM Leaders Are Working on Next
The first round of Leadership Xchange Groups established where OEMs were experiencing the greatest operational friction.
Round 2 shifted the conversation.
Instead of simply identifying challenges, participants began benchmarking performance, comparing governance models, refining KPI frameworks, and pressure-testing the processes that drive better outcomes.
Across six focus areas, the conversations moved beyond identifying challenges and toward how leading organizations are building practical solutions.
Here’s a snapshot of the conversations shaping each Leadership Xchange Group—and where members are taking the discussion next.
Warranty Administration
Optimizing Warranty Claims: Efficiency, Accuracy and Fraud Prevention
The discussion shifted from regulatory compliance to operational execution, with participants benchmarking how organizations are balancing automation, manual claim assessment, and decision quality. The conversation explored how smarter review strategies, improved data visibility, and emerging AI applications can help identify higher-risk claims while improving efficiency.
Moving from Manual to Intelligent Claim Management
Recall, Customer Campaigns & Legal
Exploring the Decision to Recall
Participants benchmarked how organizations evaluate recall risk by balancing engineering judgment, field data, regulatory dialogue, customer impact, and cross-functional alignment to determine when an issue rises to the level of a recall.
Inside the Recall Decision: Risk Signals, Dialogue and Alignment
Purchasing & Supplier Cost Sharing
Recovery Models & Effectiveness
Building on earlier discussions around warranty recovery challenges, participants examined how organizations are improving supplier accountability, evaluating recovery models, reducing administrative burden, and creating greater alignment between OEMs and suppliers.
How Leading OEMs Are Rethinking Supplier Recovery, Cost Sharing, and Warranty Accountability
Financial Products & Insurance
Product Performance, Penetration & Profitability
Building on the group’s initial discussions around program structure, risk ownership, and governance, each OEM participant completed a Structural & Strategic Benchmarking Self-Assessment to establish a common baseline for comparison. The framework provided the foundation for benchmarking attach rates, portfolio mix, lifecycle profitability, and the ways organizations align financial product strategies with long-term customer value and business performance—all within a structured, confidential, and non-competitive environment.
Technical Assistance Centers (TAC)
TAC Strategy & Technology Enablement
Participants continued exploring how Technical Assistance Centers are evolving into operational hubs—connecting diagnostics, technician enablement, dealer support, warranty governance, and quality intelligence. The discussion focused on improving repair resolution, measuring effectiveness, and building stronger performance frameworks for the future of TAC operations.
Benchmarking the Realities Behind Technical Support & Warranty Operations
Parts Return & Quality Analysis
Defining a Robust Parts Analysis Process & Logistics Cost Control
The discussion focused on connecting parts return strategies with engineering, supplier recovery, and quality actions—strengthening root cause analysis, improving first-time fix rates, and generating more actionable quality intelligence.
Defining A Robust Parts Analysis Process & Logistics Cost Control
New Group Forming: Field Services Connected Data
This executive peer forum will bring together leaders using connected data, diagnostics, and field intelligence to improve quality issue resolution and optimize field direction hosted by former Ford Motor Company engineer Jennifer Jones Wheeler.
Inquire with your interest to join virtual session August 20th.
What Comes Next
As the Leadership Xchange Groups prepare for their third round of sessions and the Service & Warranty Lifecycle Summit, the conversations continue to evolve.
What began as peer benchmarking is becoming a collaborative effort to build shared KPI frameworks, practical benchmarking models, and operational approaches participants can take back into their organizations.
Current initiatives include:
- Developing shared KPI and maturity frameworks
- Comparing operational approaches across OEMs
- Validating best practices through peer benchmarking
- Building executive-ready insights to be shared at the Summit
For leaders responsible for service, warranty, quality, supplier recovery, customer campaigns, financial products, and technical support, there are few opportunities to benchmark this deeply with peers facing the same challenges.
That’s what MAPconnected Leadership Xchange Groups were built to do.
Round 3 sessions are now open for registration.
