Summary
Service Advisor Panel Meeting
April 25 - 27, 2012
The first face-to-face meeting of the 2012 Service Advisor Panel was held in Dearborn April 25 – 27, 2012. In addition to 22 Service Advisors on the panel, two members of the 2010-2011 Service Advisor Panel, two representatives of the Technician Review Panel (TRP), and one representative of the Parts & Service Managers Advisory Committee (PSMAC) participated in the meeting.
Panel Members and Guests Participating in the April 2012 Service Advisor Panel Meeting
Dan Benedict Bickford Motors Snohomish, WA
Nick Courville Ron DuPratt Ford Dixon, CA
Ramsay Davis Patriot Ford LLC Purcell, OK
Tom DeDios Gus Machado Ford of Kendall Miami, FL
Marcus Finlayson Larry H. Miller Ford Lincoln Sandy, UT
Steve Fischer Luther Family Ford Fargo, ND
Billy Fitzpatrick Al Packer's White Marsh Ford Middle River, MD
Kasi Gregson Dave Knapp Ford Lincoln Greenville, OH
Brian Gurney Parks Lincoln of Longwood Longwood, FL
John Herrin Cherokee Ford Alpharetta, GA
Doug Jezowski Tuttle-Click Ford Lincoln Irvine, CA
Jeff Johnson Klaben Ford Lincoln of Warren Warren, OH
Chris Kolody Hopkins Ford Jenkintown, PA
Jason Lane Banner Ford Mandeville, LA
Gustavo Lopez Horne Ford Nogales, AZ
Joe Malsack Kocourek Ford Lincoln Wausau, WI
Ed Mangus King's Ford Cincinnati, OH
Craig McCarthy Pfeiffer Lincoln Inc. Grand Rapids, MI
Chris Rizzo Otis Ford Quogue, NY
Rob Robertson Auburn Motor Sales Auburn, ME
Dan Whittley Dave Sinclair Ford St. Louis, MO
Michael Young Capital Ford Raleigh, NC
Ray Garver (TRP) Krapohl Ford Mt. Pleasant, MI
Ted Repousis (TRP) Springfield Ford Lincoln Springfield, PA
Rachel Curry (2010-2011 SAP) All American Ford Old Bridge, NJ
Larry Nelson (2010-2011 SAP) Earnhardt Ford Chandler, AZ
Steve Clark (PSMAC) Superior Brookdale Ford Plymouth, MN
Topics Discussed
Day One: Wednesday, April 25, 2012
Welcome / What We Do / What’s On Your Mind?
Steve DeAngelis, Manager, Technical Support Operations
Stacy Spragg, Cross Channel Strategy Manager
· Stacy reviewed the Marketing & Sales Team role at Ford and FCSD.
· Steve reviewed Service Engineering and the technical role the organization plays at Ford and FCSD.
· The role of the Service Advisor Panel (SAP) was discussed.
Previous Panel Accomplishments
Rachel Curry, 2010-2011 Service Advisor Panel member
Larry Nelson, 2010-2011 Service Advisor Panel member
· Rachel and Larry discussed changes implemented as a result of suggestions made by the 2010-2011 panel, including several changes to Service Advisor training and the initiation of a Service Advisor Panel Facebook page to support discussion among members.
· Larry and Rachel encouraged the new panel to continue to bring up topics and suggestions, even if previously the change was not implemented. They said “Ford listens”.
· They also mentioned several items they felt were left incomplete at the end of the previous panel’s term and encouraged the new panel to address them.
Service Advisor Portal
Tony Farr, e-business Manager
· Tony discussed the history of the Service Advisor Portal.
· The value of CuDL access was discussed and methods of accessing the information were described.
· Tony asked for feedback on items that had been previously suggested for the portal. Members responded.
· Tony asked for suggestions on how to promote the Portal so that the Advisors who do not use it will begin using it. Panel members gave several suggestions.
· Several members suggested additional updates to the portal. These were recorded by the e-business team and will be considered.
Owner Information / Owner Manual Changes
Pat Dwan, Technical Service Information Manager
Kevin Dimitry, Owner Guide Development
Sherri Rogin, Owner Guide Development
· Planned changes for the 2013MY Owner Information were discussed as well as the future vision for Owner Information.
· The panel was asked what sources they use to find information on new vehicles. Panel members provided feedback.
· The panel was then asked what sources the customer uses to find information. Panel members provided input.
My Touch Updates / Recall
Tom Bazil, Recall & Service Programs Manager
· Tom described the four My Touch upgrade programs in place at that time.
· Ways that Service Advisors can support the upgrades were discussed
· Tom discussed the availability of recall information and the availability of parts for recalls.
New Warranty Training Course
Craig Burkeen, Global Warranty Operations
· Craig discussed a proposed warranty training for Service Advisors and requested feedback. Members provided feedback.
· Members asked several questions and Craig provided answers.
Day Two: Thursday, April 26, 2012
Tire Program
Kevin McGuirk, Retail Channel & Tire Program Manager
· Kevin discussed current and up-coming tire programs. Panel members provided feedback.
· Panel members asked questions and Kevin responded.
Ford & Lincoln Scheduled Maintenance
Dan DeRubeis, Retail Specialist
· Dan discussed scheduled maintenance and requested feedback from the panel. Panel members provided feedback.
· Panel members asked questions and Dan responded.
Digital Imaging Prior Approval Program
John Jorgensen, Prior Approval Manager
· John provided an overview of the hotline and prior approval program functions.
· Panel members were divided into smaller groups and taken to observe actual hotline and digital imaging contacts.
· During a follow-up session panel members discussed their impressions of the processes.
Employee Excellence
Sharita Crawford, Dealer Reward & Curriculum Manager
· Sharita provided an overview of the Employee Excellence (e2) program and the website
· Sharita discussed the rewards that are planned for the 2012 program and requested feedback. Panel members provided feedback.
· Members asked questions and Sharita responded.
Factors Affecting FIRTFT and OSS
Jeff Nienhuis, Business Development Manager
Rick Elliott, Technical Support Operations Manager, Chicago/Cincinnati
· Jeff provided data showing the categories that customers who did not feel that their vehicle was fixed right the first time fall into.
· Jeff discussed historical actions for improving Fix-It-Right-The-First-Time (FIRTFT).
· Panel members were asked what they feel the internal drivers are that impact FIRTFT. Members provided feedback.
· Panel members were asked what external drivers they feel affect FIRTFT. They provided feedback.
· Rick discussed the Technical Field Operations (TFO) role in FIRTFT and Overall Service Satisfaction (OSS).
Marketing Team
Dave Arne, Channel Marketing Manager
· Dave and the Marketing team discussed the areas they handle and answered panel members questions.
Day Three – Friday, April 27, 2012
Owner Advantage Rewards
Jennifer Boyer, Owner Advantage Rewards Manager
· Jennifer discussed the philosophy behind reward programs in general and the impact of Owner Advantage Rewards (OAR) on service loyalty.
· Members asked questions and provided feedback on specific aspects of the program.
State of the Business / Q&A
Frederiek Toney, President, Global FCSD
· Frederiek gave a global overview of the current and future state of the business.
· At a local level, he discussed satisfying customers, including the level of service available in the specific timeframe, competitive pricing and convenience.
· The role of technology in shop efficiency was discussed.
· Members asked questions and gave feedback on several topics.
Customer Viewpoint
Keith Barron, Customer Viewpoint Manager
· Keith reviewed the Customer Viewpoint (CVP) procedures with the team.
· Members asked questions and Keith responded.
Panel Member Feedback / Closing Comments
Steve DeAngelis, Technical Support Operations Manager
Dave Arne, Channel Marketing Manager
· Steve and Dave thanked the panel members and guests for their participation.
· They asked members and guests for feedback on the meeting. Members and guests provided feedback.
The next in-person meeting is planned for October 10 – 12, 2012 in Dearborn.