SECTION 5 – WARRANTY PERFORMANCE MEASUREMENT

5.1 WARRANTY COUNSELLING PROCESS OBJECTIVES

The WCP improves the notice given to Dealers of adverse warranty activity and extends the assistance provided. Its objectives are to:

• Provide Dealers transparency in all phases of the counselling process
• Provide Dealers with early indications of potential warranty performance concerns
• Provide Dealers with the tools to perform self-diagnosis and take corrective action before any Company intervention
• Establish clear and consistent progressive actions to be taken by the Company
• Assist Dealers in identifying 'root cause(s)' of warranty concerns
• Provide Dealers with a remote (or) an in-dealership process review to assist in identifying root cause(s) of warranty concerns
• Highlight to Dealership Management issues identified during a review that adversely impact on customer satisfaction and business growth
• Assist Dealers in effecting corrective action(s)
• Assist Dealers in developing effective warranty processes.

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