Originator: Stephen I. Dains/sdains
Page 9
Date Issued: 2-16-04
guidebookcommon spring 2004.doc
DateRevised: 5/6/2004
D0700 CUSTOMERSUPPORT
D0701
Sellingdealer(s) shouldbeprovidedwithadequateproduct orientationand service training.
D0702
Parts and service shouldbemade readily available to customers either directly or throughFord's
dealer network, or vocational dealer network. Aparts list on-line or aCDROM shouldbe
considered. Assure that customer problems or concerns are responded towith immediateaction.
D0703
Customers shouldbeprovidedwitha comprehensiveowner informationpackage that clearly
defines vehicle features and includes electrical schematics, serviceprocedures, available cargo
weight ratings, andall accessory operations. This should include
warranty
andoperational
informationonall systems installedand chassis
modificationsmade
by the final stage
manufacturer.
D0704
All owner informationoriginally suppliedbyFord should remainwith theunit andbe reviewedwith
the customer upondelivery.
You should receiveassurance from your dealer(s) that all owner information (i.e. warranty
booklet, owner's guide, tiredatabrochure, vehicle information tags, etc.) is provided to the
customer after beingexplained indetail. Specific vehicle information furnishedbyFord for the
useof the final stagemanufacturer, suchas the
IncompleteVehicleManual
,
shouldnot
be
supplied to theend customer. It is recommended that at least the IVM cover pagebe included in
the vehicle file.
D0705 Information labels toadvise the customer of theunit's paint brandand codenumber, and the total
air conditioner refrigerant charge capacity and type, and tirepressure shouldbeaffixed to theunit.
D0706
Customers shouldbeprovidedwith information tomakedirect contact with youeasy (suchas a
toll free telephonenumber).
D0707
There shouldbe formal, regular communicationwithdealers, distributors, or other body builder
associates. This canbeaccomplished through letters, bulletins, e-mail, and Internet web site.
D0708 Warranty policy shouldbe clearly explained to dealers anddistributors, and it shouldbeeasy for
the customer to implement awarranty resolution, including concerns resulting frommodifications
made to theOEM chassis.
D0709
There shouldbewarranty follow-upwith the customer, and it should include trackingof service
satisfaction.
D0800 MANUFACTURINGENVIRONMENT
Intangibles or difficult tomeasure characteristics, sucha cleanliness, openness of work areas and
lighting can significantly impact employeemorale,manufacturingefficiency, and final vehicle
quality. Companies receiving full credit on the following items canbe consideredat or
approachingbest-in-class in their industry in this important area.
D0801
Work areas shouldbe cleaned regularly. Employee safety is enhanced, product degradation is
reduced, andproductionefficiencies aregained.
