Motoring: Ford Motor Company Makes Strides to Enhance Service Delivery
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“In the current economic climate we believe it is imperative for companies to invest in technology, people and processes in order to work smarter and not harder, ultimately ensuring the sustainability and success of the business,” says Nicho Le Roux, General Manager, Customer Service Operations.
The new scanning system will allow FMCSA to pioneer huge enhancements in service delivery thanks to the predictable, efficient and reliable distribution network ensuring 100% visibility to all stakeholders.
The upstream integration allows the addition of order and picking related tracks to the reporting suite. In other words a dealer will now be able to track an order from placement to receipt and return if required. This allows dealers to give customers real-time feedback ensuring their peace of mind.
"When customers need vehicle service and repair, they want their vehicles back as quickly as possible - and on the date promised. The new systems we have put in place will go a long way toward helping our dealers meet their commitments to their customers," says Le Roux.
The system is installed onto the dealer’s existing hardware and is updated via the internet. Parts are scanned at the dealer with instant order verification with dealers able to electronically endorse product damages.
Short and over deliveries are identified instantly and Proof of Deliveries are endorsed accordingly with immediate processing ability for credit requests through the production of bar-coded labels.
The system allows the dealers to post their complaints, issues and suggestions electronically. This will be summarised and be presented in a report to FMCSA intended for the identification of the establishment of various trends and deviations.
FMCSA will now be able to track key performance indicators from the various:
· Picking performance
· Dispatch performance
· Delivery time performance
· Dealer performance
· Overall performance delivery
By tracking the performance at the various intervals Ford will be able to identify problem areas that can be improved on in the future. Factors such as routing accuracy, incorrect goods, damaged goods and turn-around time at dealerships can all play a factor in delaying parts supply, by isolating areas of difficulties appropriate courses of action can be implemented to prevent recurring problems.
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