We had our 1st onsite facilitated benchmarking group visit Navistar’s Advanced Technology Center near San Antonio Texas with 7 OEMs (18pp total) last week which included representatives from: BraunAbility – Caterpillar – Cummins – Ford – GM – Navistar – Nissan and moderated by Mike Roberts, MR Insights.
Tag: Service Parts Lifecycle Management
NEXT UP! New Benchmarking Opportunities March 21: Turning Warranty Data Into A Continuous Improvement Tool & May 16: Navistar Hosts Parts Return & Supplier Recovery Best-In-Class Processes
Peer-To-Peer Insights: MARCH 21ST
Turning Warranty Data Into A Continuous Improvement Tool: Benchmark Round Robin
(OE’s and Tier Suppliers)
RESERVE YOUR SPOT
| Upcoming Events: APRIL 19TH |
| Challenges And Costs Of Servicing Electric Vehicle Battery Packs: Featured Business Partner Webinar (open to all) |
REGISTER NOW
| Parts Return & Supplier Recovery Facilitated Onsite Club Study: MAY 16THHalf-Day Deep Dive Session with Group Dinner Hosted at Navistar Part Return and Product Review Center near San Antonio, Texas (OE’s and Tier Suppliers) |
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Vehicle Service & Warranty Lifecycle Summit : OCT 24TH-25TH
(ticket discounts through 5/31)
TICKET BUNDLE TICKETS $998 EACH
May 16: Parts Return And Supplier Recovery Club Study (Hosted @ Navistar Parts Return & Product Review Center near San Antonio Texas)
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7 OEM Participants: BraunAbility – Caterpillar – Cummins – Ford – GM – Navistar – Nissan
Navistar hosted MAPconnected members to their Parts Return and Product Review Center near San Antonio, Texas for a half-day facilitated benchmark session to tour and review their processes.
This busy center supports their team to achieve recovery goals and processes 40k-50k warranty claims returned from service locations annually. During this informative half-day session you will be able to benchmark your processes as you observe Navistar’s best-in-class warranty systems and processes including:
- Receipt, handling, and inventorying of returned warranty parts
- Reviews of Individual Components and Part Testing which supports their quality and supplier recovery processes.
- A high level review of their overall warranty claim process, including dealer input screens and OEM claim processing
Your Host: Bryan Tracy, Senior Manager Supplier Warranty & Product Review Center – Navistar
Although the visit will focus on Navistar’s processes, you’ll also be able to learn about the processes that other MAPconnected members use in part return and warranty administration. Session is limited to encourage active engagement.
For more information click here
Timeline: Attendees are recommended to fly in May 15th in time for a group dinner. May 16th activities will end following lunch.
Transparency And Trust: Overcoming Negative Price Perception, an Interview with Art Shaw, CEO of RepairPal
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Enabling The Dealer Network To Optimize Parts, Service & Warranty To Drive Service Profitability: An Interview with Ashok Kartham, Chief Product Officer, Syncron
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May 18: Data Collection Collaboration to Support Parts Return Process Members Club Study 11-12:00pm ET
Open to all OEM & TIER 1 Supplier MAPconnected Members! Come prepared to share best practices that help improve collaboration to get to root cause and corrective action sooner in the parts return process.
Potential Discussion Topics:
- Receiving warranty returns:
- Should parts be sent directly to supplier or to OEM first?
- Should suppliers be made aware of each part that is received or wait until 25 parts are received? Does the OEM perform any prescreening of warranty returns before informing supplier parts have been returned?
- What works better for emerging issue identification? First 25 part sample or ongoing part sampling from dealers?
- Initial testing
- What type of bench testing can/should be done at OEM with or without Supplier participation?
- Should supplier make test equipment available to OEM so testing can be done at OEM site?
- Data
- What type of information should be made available from the OEM to OEM AND Supplier at initial testing?
- Warranty claim info
- Vehicle history
- Vehicle build date and location
- r/1000 on this concern
- Is there an open concern on this issue?
- Telematics data
- Diagnostic Trouble Codes (DTCs) found at time of service for electronic componentry and/or engine systems?
- What information should be made available from the Supplier to the OEM and Supplier at initial testing?
- Part build date and location
- Open issues on this concern
- R/1000 on this concern
- Any like issues from other OEMs
- How can we improve the process?
- Where are test results stored?
- Supplier and OEM collaboration within the same system
- Use of photos
- Ability for OEM and Supplier to interact with dealer technician AT THE TIME of vehicle repair for high cost warranty items?
- Discussion on the use of Photos
- Can it replace physical part return or just supplement physical part return
- When will photos work / won’t work
- Should OEMs enable video conferencing for suppliers in other regions to join and see review live?
- What type of information should be made available from the OEM to OEM AND Supplier at initial testing?