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Warranty - Corporate Parts Return Program

Group Ref.: Warranty Administration

Bulletin No.: 400501

Date: July, 1994

WARRANTY ADMINISTRATION

SUBJECT:
CORPORATE PARTS RETURN PROGRAM

MODELS:
ALL BUICK, CADILLAC, CHEVROLET, OLDSMOBILE AND PONTIAC MODELS

ATTENTION: Service Managers

Warranty Administrators

Parts Managers

The purpose of this bulletin is to introduce improvements that are being made to the Corporate Parts Return Program in the areas of compensation, preparation, and administration. In the process, we want to stress the importance GM places on dealer participation in the program. It remains one of the most valuable tools our engineers and suppliers have available to them for root cause analysis of customer product concerns. Your participation is the key to the success of the program.

Recent visits to several GM dealerships resulted in a number of suggestions for improvements to the program. With this feedback, some changes have been made to enhance the program.

We would like to take this opportunity to refresh your awareness of the program as well as notify you of the changes which have been made. These changes are indicated by *.

RETURN REQUEST:
When a part and/or repair order is needed, a Return Request will be generated and transmitted to the dealer via DCS. Please note that Return Requests will be transmitted only to dealers who have received payment for replacement or repair of the requested part(s). See example of the new return request shown on last page of this bulletin and note that the address of the person requesting the part and/or repair order is printed twice. The first address can be cut out and used as a shipping label.

The return request will list specific cases for which parts and/or repair orders are to be returned. There are different ways parts and/or repair orders can be requested:

^ If there are no special instructions under the shipping address, the part(s) and legible copies of the front side and the technician comment section of the repair order should be shipped together.

^ If "Send Repair Order Only" is given as a special instruction, legible copies of both the front side and the technician comments section of the repair order should be returned.

^ If a part is requested on a Labor-Only claim, legible copies of both the front side and technician comments section of the repair order should be sent instead. This situation can occur occasionally since the Corporate Parts Return system request matching process can be triggered by the submission of a labor operation with or without a part installation.

^ If the part is not available for some reason, a copy of the repair order should be sent with a note indicating that the part is unavailable and the reason it is unavailable.

RETURNING REQUESTED PARTS:
^ Technician comments have proven to be one of the most important inputs for root cause analysis of customer concerns. Because of the value of these comments, the returned repair order should be copies of both sides of the technician's copy which contains such comments. Make a legible copy of both the front side and the technician comments section of the repair order and enclose with any part(s). Use the container from the new/replacement part for the return of the failed part, whenever possible. Parts containing fluids, such as fuel pumps, should be drained and placed in plastic bags and securely packaged to prevent leakage or contamination of other parts.

Ship "prepaid" using the least expensive method. Use UPS whenever possible. Sorry, we cannot accept C.O.D. shipments. Please use first class mail when only repair order copies are returned.

PACKAGING:
Special packaging costs, where applicable, are to be included in the "Net-Amt" on your special disbursement claim. Appropriate situations may include crating an engine assembly, reassembly of components, or draining and sealing components to prevent leakage during shipment. These situations should be documented on the repair order.

CORE CHARGE PARTS:
GMSPO Information Bulletin 94-34 urges the return of parts containing core charges on a daily basis. This is completely voluntary on the part of the dealers. Sometimes core parts are requested through the Corporate Parts Return Program and having them available to return will aid in root cause analysis. Part core charges will be fully reimbursed through the Corporate Parts Return Program.

REIMBURSEMENT OF DEALER EXPENSE:
The following qualify for dealer reimbursement:

1. Administrative Allowances:

* Recognizing that more time is involved in making copies of both sides of the repair orders containing the technician comments, and that not all requests require the same amount of effort to complete, a significant change has been made to the reimbursement of administrative allowances:

a. A range from 0.0 to 0.4 hours can be claimed for each case involving the return of part(s) and copies of both sides of the technician's repair order. The time reimbursed depends on the complexity of the request as determined by the dealer.

b. A range from 0.0 to 0.2 hours can be claimed for each case where only the requested repair order copies are returned, again as determined by the dealer.

2. Shipping expenses and any first class postage paid by the dealer.

3. Packaging Costs, where applicable

4. Part core charges, where applicable

DEALERS METHOD OF REIMBURSEMENT
* Up to 10 parts return requests may be recorded on one repair order, regardless of how many locations the parts are being shipped to. Submit a reimbursement claim using the normal submission procedure and Labor Operation Z7200 with Claim type "F". Copies of shipping expense invoices and shipment request must be retained for future reference.





Note:
Each of the items may not apply to all divisions because of DCS software differences until September, 1994. By September there will be new software released, as part of the new General Motors common claims processing system, that will allow entry of all items by all involved divisions.

*FEEDBACK COMMITMENT
The need to provide dealers information regarding our progress and accomplishments in product improvements as a direct result of the Corporate Parts Return program is recognized. We are reviewing several approaches in response to this concern. Once we have identified the most effective communication process, it will be introduced to the dealers.

PARTS RETURN REQUEST EXAMPLE
CORP. PART AND R.O. RETURN REQUEST(S) FOR DEALER XXXXX-CLAIM RUN XXX

CLAIM LINES LISTED INVOLVE LABOR CODES AND/OR PARTS DESIRED FOR ENGINEERING ANALYSIS. PLEASE RETURN LEGIBLE COPIES OF TECHNICIAN COPY R.O. FRONT AND BACK, AND, IF INDICATED, THE PARTS RETAINED FOR THAT LINE TO THE ADDRESS INDICATED. EXTRA ADDRESS CAN BE USED AS A MAILING LABEL.

USE Z7200 TO SUBMIT FOR HANDLING COSTS PER WARRANTY ADMINISTRATION BULLETIN 400501. THANK YOU FOR YOUR INPUT.

TO: DOUG REED, PROD. ENG.
BOWLING GREEN ASSEMBLY PLANT (SHIPPING LABEL)
600 CORVETTE DRIVE SALVAGE DEPT.
BOWLING GREEN KY 42102-9006

DOUG REED, PROD. ENG.
BOWLING GREEN ASSEMBLY PLANT
600 CORVETTE DRIVE
SALVAGE DEPT.
BOWLING GREEN KY 42102-9006








SPECIAL INSTRUCTIONS: SEND PARTS AND REPAIR ORDERS

NOTE:
IN THIS CASE, BECAUSE THERE IS NO PART NUMBER ASSOCIATED WITH THE CLAIM BOTH SIDES OF THE TECHNICIAN'S REPAIR ORDER SHOULD BE COPIED AND SENT.

TO: B-O-C LANSING AUTOMOTIVE DIV
ATTN: ADAM NGUYEN
7000 CHICAGO ROAD
MS S821
WARREN MI 48090-0000

B-O-C LANSING AUTOMOTIVE DIV
ATTN: ADAM NGUYEN
7000 CHICAGO ROAD
MS S821
WARREN MI 48090-0000

NOTE:
NO SPECIAL INSTRUCTIONS - SEND BOTH PART AND COPIES OF BOTH SIDES OF TECHNICIAN'S REPAIR ORDER