Lexus 1993 ES300 Handbuch

Special Service Campaign (SSC) and

Limited Service Campaign (LSC)

General Procedures

April 2005

General Procedures for Lexus SSCs and LSCs

PREPARING FOR AN SSC/LSC

Overview.............................................................................................................. 3

Customer Notification .......................................................................................... 3

SSC/LSC and Customer Satisfaction.................................................................. 3

Identifying Affected Vehicles................................................................................ 3

Manpower and Facility Requirements.................................................................. 4

Tools and Equipment........................................................................................... 4

Technical Training ............................................................................................... 4

Parts .................................................................................................................... 5

DMS Systems...................................................................................................... 5

Planning Your Communication Strategy.......................................................... 5

Calls to Your Customers.................................................................................. 5

Calls from Your Customers.............................................................................. 5

Calls from the Media........................................................................................ 6

IMPLEMENTING AN SSC/LSC

Car Rental and Service Loaners...................................................................... 6

Remote Area Service Plan .............................................................................. 6

The Service Write-Up ...................................................................................... 7

Preparing for Delivery after SSC/LSC Completion.......................................... 8

Delivery of the Vehicle after SSC/LSC Completion......................................... 8

Follow-Up......................................................................................................... 8

Work Order Closing/Claim Submission ........................................................... 8

Recap of Claim Submission and General

Provisions of an SSC/LSC........................................................................... 9

Claiming Reimbursement for Special Services................................................ 9

Claim Preparation Instructions......................................................................... 10

PREPARING FOR AN SSC/LSC

General Procedures for Lexus SSCs and LSCs

Overview

This handbook contains the general procedures dealers

should follow for each and every Special Service

Campaign (SSC) or Limited Service Campaign (LSC)

Lexus initiates. Campaign-specific details will be

included in the dealer notification package sent to each

dealer at the launch of a campaign.

Customer Notification

The customer notification schedule and sample letter

will be included in the dealer notification package sent

to each dealer at the launch of a campaign.

SSC/LSC and Customer

Satisfaction

Each Special Service Campaign or Limited Service

Campaign provides us with an opportunity to

demonstrate the Lexus commitment to total customer

satisfaction. Lexus requests that dealers use the

fundamental principals embodied in the Lexus

Covenant when servicing these owners and their

vehicles. By implementing new campaigns in an

organized and efficient manner, we can nurture our on-

going relationships with these customers and

strengthen these associations. Throughout each

campaign, we need to let our customers know that we

are genuinely interested in resolving the matter in a

timely fashion with as little inconvenience to them as

possible.

Identifying

Affected Vehicles

Specific vehicle model, model year and VIN range

applications will be included with the campaign-specific

dealer notification package sent to all dealers at the

launch of a campaign.

Always consult Dealer Daily or TIS to confirm eligibility

and to assure the SSC/LSC is applicable. This will verify

the vehicle is involved and has not already been

completed by another dealer. TMS warranty will not

reimburse dealers for repairs conducted on vehicles

that are not affected.

Manpower and Facility

Requirements

General Procedures for Lexus SSCs and LSCs

Your dealership must plan carefully to accommodate

the additional service volume generated as a result of

an SSC/LSC. In reviewing your dealership’s manpower

and facility requirements for a campaign, there are

several items you need to consider.

•Do you need to develop ways to increase your

service capacity?

•Do you need to hire additional support staff for pick-

up/delivery, car washes and fuel tank fill-ups?

You will need to hold a meeting with all dealership

associates to discuss:

¾Importance of Lexus customer care for each

SSC/LSC customer.

¾Various procedures such as phone inquiries, pick up

and delivery, loaners, etc.

¾Campaign specifics including your dealership’s

assigned quantity, completion objectives, and

technical details.

We recommend that one person at your dealership be

designated as the campaign coordinator.

Your District Service and Parts Manager will meet with

you to answer your questions and monitor the progress

of each SSC/LSC.

Tools and Equipment

Each dealer notification package will include

information on the tools and equipment required to

perform the campaign repairs.

Technical Training

Lexus suggests that all service department staff who

will be directly involved in completing a repair or

supporting an SSC/LSC should review the repair

procedures in the dealer notification package to prepare

for a campaign.

Parts

Each dealer notification package will contain specific

part number information and order procedures. Your

General Procedures for Lexus SSCs and LSCs

dealership is requested to order only those parts

needed to repair vehicles with service

appointments. Individual dealer tracking will be done

and irregularities in quantity ordering will be passed on

to Lexus Area Offices for follow-up and correction.

Lexus will ensure there will be sufficient inventory to

accommodate an SSC/LSC but there will be only

enough supply to cover the affected vehicle population.

Please only order based upon true demand.

DMS Systems

Labor operation codes will be transmitted to your

dealership. (See dealer notification package for specific

campaign opcode and labor hour information). DMS

dealer files are automatically updated and no further

action should be required.

Planning Your

Communication Strategy

It is important that you develop a strategy to

communicate effectively. Each dealer notification

package will contain a series of Questions and Answers

(Q&A) that can be used when explaining an SSC/LSC.

Calls to Your Customers

•Customers involved in the SSC/LSC

⇒Each affected vehicle owner will receive a

notification letter. Please let them that the

campaign is being undertaken by Lexus to keep

their confidence in the Lexus brand.

•Customers not involved in the SSC/LSC

⇒Assure any customers with vehicles outside of

the involved VIN ranges that this repair is not

needed.

Calls from Your

Customers

It is important to institute a system to respond to

customers calling for more information regarding an

SSC/LSC. We recommend designating an individual to

answer these inquiries to ensure that callers get

accurate, consistent information.

General Procedures for Lexus SSCs and LSCs

Calls from the Media

We ask that you refer any calls from the media or

government agencies directly to Lexus headquarters in

Torrance, California. The contact at Lexus is:

Bill Ussery, Lexus Public Relations Manager

IMPLEMENTING

AN SSC/LSC

Car Rental and

Service Loaners

One of the ways we can demonstrate that Lexus cares

is by honoring loaner car requests with the best loaner

available for those customers unable or unwilling to wait

for this repair.

Lexus Customer Convenience System (LCCS)

Officially enrolled LCCS vehicles may be claimed at a

rate of $44.00 per day. (Lexus vehicles only)

Lexus Dealer Fleet (Lexus vehicles only)

A rate of $44.00 per day may be claimed if using this

option. Be sure to follow customer supplied insurance

guidelines.

The motivating factor for any of these options is the

customer’s convenience and consideration. Again

please provide the best available vehicle. If

extraordinary customer requests are made, please

contact your DSPM. In addition, loaner car requests

that exceed one day must carry proper DSPM

authorization.

Remote Area

Service Plan

“Remote” is defined as those distances where a

customer is 100 or more miles from the nearest Lexus

dealership. Your DSPM will work with you to develop

and authorize an action plan.

Guidelines to be used in performing remote repairs are:

General Procedures for Lexus SSCs and LSCs

•If the customer is within 100 miles of the nearest

Lexus dealership, the closest Lexus dealership will

perform the repair provided that prior authorization

for related expenses has been approved by the

DSPM.

•If the customer is more than 100 miles from the

nearest Lexus dealership, Lexus area associates or,

Lexus national associates may perform the repair.

Dealerships may also make these repairs but only

with the authorization of the Area Coordinator (most

likely the F.T.S.).

•Each situation will be handled on a case-by-case

basis.

•Lexus will only pay for authorized costs that have

been approved by DSPM or area offices.

•Alternatives include pick-up and redelivery of

remotely located vehicles.

The Service Write-Up

Listed below are some general guidelines to use when

the customer arrives at your dealership for an

SSC/LSC:

•Explain how long the repair will take. Inform the

customer that the special services (refueling, car

wash) will require additional time at your dealership.

•Explain the type of repair involved.

•If the customer does not have an SSC/LSC notice:

¾Check the VIN against the national Service

History File or TIS to see if the vehicle has been

previously repaired under the Campaign.

¾Check the left front door hinge post for an

SSC/LSC completion label.

¾If the vehicle falls outside of the above

guidelines, explain that the vehicle does not

require the Campaign repairs.

¾If the vehicle is eligible, explain the SSC/LSC

repair procedure to the customer.

•If the customer has an appointment, pull the work

order; otherwise, create a work order reflecting the

need to complete the campaign.

•Issue the work order to the technician and include

job instructions for the SSC/LSC.

General Procedures for Lexus SSCs and LSCs

Preparing for the

Delivery after SSC/LSC

Completion

•Wash/clean the vehicle inside and out.

•Fill the gas tank with the specified unleaded fuel

•Notify customer of completion and arrange for re-

delivery or return of rental vehicle.

Delivery of the Vehicle

After SSC/LSC

Completion

The delivery of the vehicle is a very important part of

ensuring a high level of customer satisfaction. Explain

all SSC/LSC repairs to the customer and apologize for

any inconveniences. Thank the customer for his or her

time and their continuing patronage.

Follow-Up

Complete 100% after-service follow-up is critical to

ensure complete customer satisfaction with the repairs

performed and the service provided.

Work Order Closing/

Claim Submission

Each SSC/LSC dealer notification package will include

information that explains the policies and procedures

for preparation and submission of a warranty claim for

reimbursement of a repair performed under the

SSC/LSC.

NOTE: Lexus warranty will only accept one claim per

vehicle under the terms of an SSC/LSC. Please

ensure that your dealership checks the National

History File to see if the vehicle has been repaired

under an SSC/LSC prior to servicing the vehicle.

Recap of Claim

Submission and General

Provisions of an SSC/LSC

•Lexus will pay for gas tank fill-up (actual cost)

•Lexus will pay for washing the vehicle (not to

exceed $20 per vehicle)

General Procedures for Lexus SSCs and LSCs

•Lexus will provide a loaner vehicle if required

(DSPM authorization required for more than one

day)

•Lexus will pay for costs associated with remote

repairs if required

•Lexus will pay for remote pick-up and delivery if

required (DSPM authorization only)

Claiming Reimbursement

for Special Services

You must use sublet to claim any special services

required in conjunction with an SSC/LSC repair.

•Issue “TW” (Tow Vehicle)

¾Applicable if the nature of the SSC/LSC requires

the vehicle to be towed to the dealership

¾Claim actual receipt amount as a sublet

•Issue “RT” (Rental)

¾Applicable to every vehicle if required

¾The loaner vehicle reimbursement rate cap is

one day per repair unless otherwise authorized

by DSPM

•Issue “GA” (Gas Tank Fill-Up)

¾Applicable to every vehicle

¾Claim actual fill-up amount

•Issue “CW” (Car Wash/Administrative Time)

¾Applicable to every vehicle

¾Amount not to exceed $20.00 per vehicle

•Issue “DE” (Pick-Up and Delivery/Remote Repairs)

¾Applicable only under special circumstances

(e.g. more than 100 miles from the nearest

Lexus dealership)

¾Claim actual dealer cost

¾F.T.S/C.S.O.M. authorization is required for this

expense

•Issue “DE” (Pick-Up and Delivery/Remote

Repairs)

¾Applicable at dealer discretion

General Procedures for Lexus SSCs and LSCs

¾Claim actual dealer cost

Claim Preparation

Instructions

NOTE: Each sublet must be a separate entry with:

•Unique invoice number

•Description

•Sublet Type

•Dollar Amount

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