2013 DPOK Workshop-Special Order Parts Handling

Abdul Latif Jameel Co .LTD (Saudi Arabia)

1. Objective / Benefits

3. Management Tools - (A) TMC follow-up sheet

To efficiently manage ETA information by conducting a proactive

action for appropriate customer handling based on the
processing status of parts orders.

2. Parts and Service Operation Process

A- Reception and Diagnosis
Customer

SA

Technician

Dealer visit
for diagnosis

Parts Staff

Vehicle Received for Diagnosis

Reception for
diagnosis

Conduct
diagnosis to
identify
required parts

Identify required
part numbers

4
5

Explain
diagnosis
results and
inform of
reference ETA
& contact date

Approve for
ETA & repairs
7

Confirm contact
date to set
Promising delivery
date

Confirm stock
availability and
ETA for required
parts

Two different
scenarios:
1. Center B/O
2. CPD B/O

Process order

SA

Parts Staff

Preparation for Appointment

11

Keep customer informed of

up-to-date ETA until parts arrival

10

Confirm
updated ETA

For Dist-B/O:
Initial ETA
based on
ETD/DDD reply
from TMC,
When ETA
updated:
Replay
immediately
with the New
ETA reply

Chef.Teck

P/No.

Model

ETA

Status

Updated ETA

1
2
3
4
5
6
7
8
9
10
11
12
13
14

1/3/2012
1/3/2012
1/3/2012
1/7/2012
1/7/2012
1/7/2012
1/11/2012
1/11/2012
1/11/2012

56789
59756
48776
59877
58970
56643
53467
54456
45767

Ahmed
Khalid
Ahmed
Rakan
Waleed
Waleed
Khalid
Ahmed
Rakan

Alex
Abulrahman
Ehab
Alex
Abulrahman
Ehab
Alex
Pedro
Pedro

83800-42j30
71071-07100-d0
83800-06X60
45100-60680-C0
48520-09S60
89491-60100
36407-71020
48811-B1030
13501-28060

rx72
gsx30
tgn26
M402
acr50
acr50
nze120
gsx30
tgn61

1/20/2012
1/20/2012
1/20/2012
1/25/2012
1/25/2012
1/25/2012
1/30/2012
1/30/2012
1/30/2012
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!

y
y
n
y
y
y
n
n
n

#NUM!
#NUM!
1/25/2012
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!

Status

JSD

Delivered

1/21/2012
1/21/2012
1/27/2012
1/29/2021
1/29/2021
1/29/2021
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!
#NUM!

y
y
y
n
y
y

This shared sheet is to synchronize TMC orders

status between Part and Service in center. By
updating orders status and ETA from PA side to be
monitored by SA, in order to inform customer about
any inequities. And From the other side, SA updates
JSD to be monitored by PA, in order to arrange the
received parts for pre-picking and deliver it JIT.

3. Management Tools - (B) Special order part Rack

No Show ( N+1,2,3)
Return PDR
Use Plastic dividers bins to
separate orders per JCs

N-1
N-2

Technician

Preparation for Appointment

Parts Staff

CPD

Parts arrival

Ship parts

Larg Parts
Medium parts

Partial arrive
Waiting for
appointment

3. Management Tools - (C ) Order control board

C- Receiving and Follow-up (Dist B/O)

SA

S.A.

CPD
9

Order parts

Customer

JC No.

Today Delivery

Technician
8

(if necessary)
Approve new
ETA

Order Date

Inform SA

B- Ordering and Follow-up (Dist B/O)

Customer

TMC Orders Follow-up Sheet

SN

4. Evaluation KPIs

12

If car not in
W/Shop, Decide
appointment
date

13

Inform of
parts arrival
& set appt.
date

2011
2013
Decreased Ratio
Lines
71.4%
Amount (SR) 72.5%

14

Confirm
appointment
date
15

Confirm
appointment

Appointment
reminder

Pre-pick
stock items

5. Future Activities / Plans

In order to insure Providing accurate ETA to implement an efficient operation SOPH. we will start to
link SOPH operation with BO monitoring System ( ETA management ).

D- Handling No- Show

Customer

SA

Repairs

Reception for
Repair

Service visit

No-Show Customer Handling

No-show
Customer

Technician

Parts Staff

Distributor

16

Repair

17
18

A - Set new
appointment

Set new
appointment
date

Confirm new
appointment
date

OR
20
19

B Cancellation

Cancel
appointment

Return parts
As per return
policy

Receive
returned
parts

In case if parts not arrived on time delay, use

Red file, follow-up with CIC & inform service
dep.

Send Order Status / ETA Report to Work shops part advisors