3 C's / FCR

In reference to the Technician write-up, these are known as the Concern, Cause, & Correction, also known as Fault, Cause and Rectification

Abnormal Diagnosis Time

Refers to actual recorded time spent and is claimable when normal logical diagnosis procedures have failed or when the time was committed under the direction of the Company

Actual Time

Refer to the start and finish time recorded by the Technician to complete the individual repair. Normally used for claiming labour when there is no published SLTS available for the particular repair carried out

Authorization to Submit Claim (Prior Approval)

The authorization or approval given by a Company representative to submit a claim. This could be a technically based Prior Approval through the Technical Assistance Center (often called a PTS-PA) or a Warranty-based Prior Approval through the Warranty Claiming System (often called an OWS/Servis2 Prior Approval)

AT-PZEV

Advanced Technology – Partial Zero Emission Vehicle (Hybrid)

BEV

Battery Electric Vehicle

Carrier

The transport company responsible for the delivery of vehicles to the Dealership from the vehicle Dispatch Center of the Factory

CAUSAL PART

The part that caused the original failure resulting in the repair or replacement of the other parts

CC

Condition Code

CCC

Customer Concern Code

CLP

Customer Loyalty Program

CRC

Customer Relationship Center

CSP

Customer Satisfaction Program

Company

Ford Motor Company

Dealer Sales and Service Agreement

A legal contract between the Company and the Dealer which authorises the Dealer to sell and service Ford vehicles (also known as the Sales & Service Agreement)

Deductible

Fee paid by the owner for each repair visit

DMS

Dealer Management System/ A software package used in a Dealership to complete many business functions

DTC

Diagnostic Trouble Code

ESC

Extended Service Contract

ESP

Extended Service Plan (Ford & Lincoln Protect) also known as Extended Service Business (ESB) in some markets

FAD

Ford Authorized Distributors

FAR

Ford Authorized Remanufacturer

FCSD

Ford Customer Service Division

FHEV

Full Hybrid Electric Vehicle

Ford

Ford Motor Company

FSA

Field Service Action

GCR

Global Concern Reporting

GDI

Gasoline Direct Injection

Grey Market Import

Grey Market (also known as Parallel or Direct imports) are products that are purchased from a seller who does not have the specific permission from the Manufacturer to sell those products in Vietnam

LPG

Liquified Petroleum Gas

MVC

Mis-built Vehicle Claims

NBAO

Not Built As Ordered claims (also known as Mis-Built claims)

OASIS

On-Line Automotive Service Information System

OGC

Office of the General Counsel

OSL

Outside Labour

OSP

Outside Parts

OTC

Over-the-counter (in relation to parts purchases)

Owner’s literature

Owner’s Manual or Service Guide or also known as Customer Assistance Warranty and Service Guide (CAWS Guide)

OWS

ONE Warranty Solution

PCM

Powertrain Control Module (aka – ECU)

PDC

Parts Distribution Center

Policy

A Company program which pays all or part of certain repairs not covered by warranty.

Pro-rata

The owner participation amount for repairs reimbursed at less than 100% of the claim value.

Protective film or RapGard

Plastic protection film applied to vehicles to limit damage and provide an indication of exterior damage, the extent of the damage and its location during an inspection by the Carrier or Dealer.

IMPORTANT: This protective film must be left on the vehicle until it is prepared for delivery to a customer but must be removed after a maximum storage period of six months. A date stamping on the protective film will indicate the required removal date. The vehicle must then be cared for as detailed in this Manual.

PZEV

Partial Zero Emission Vehicle

QCMPP

Quality Care Maintenance Protection Plan

RSA

Roadside Assistance

RAV

Reacquired Vehicles - vehicles repurchased by the

Company

RM

Parts labelled as Remanufactured and have the RM suffix to their pat number

Recall

A program to inspect and correct safety, compliance, or emissions problems in specified vehicles.

Sales and Service Agreement

A legal contract between the Company and the dealer

by which the dealer sells and services Ford vehicles.

In certain markets called as Dealer Sales and Service Agreement or Global Importer Dealer Sales and Service Agreement

SDS

Supplier Direct Ship parts programs

Second Owner

The second retail owner of a vehicle

SLTS

Service Labour Time Standards

SSM

Special Service Message

Subsequent Owner

A vehicle owner who is not the first owner of the vehicle.

TAC

Technical Assistance Center (often referred to as the Technical Hotline).

Technician

A Technician is defined as either an Apprentice Motor Mechanic in the 4th year of their qualification, or a fully qualified Motor Mechanic as recognised by the local market legal requirements.

Ti-VCT

Twin Independent Variable Camshaft Timing

TSB

Technical Service Bulletin

Transit Damage

Damage occurring to a new vehicle during the transit between the Vehicle Dispatch Facility and the receiving Dealership

Transit Loss

Loss occurring to a new vehicle as a result of the transit between the Vehicle Dispatch Facility and the receiving Dealership

VIN

Vehicle Identification Number

Visiting Owner (VO)

An owner who requests warranty service from a Dealer other than the Selling Dealer

VSR (Vehicle Survey Report)

The VSR identifies, authorises and directs the movement of vehicle(s) to their prescribed destination by the Carrier

WAT

Warranty Assistance Team

WPAC / WARPEC

Warranty Parts Analysis Center / Warranty And Return Parts Evaluation Centre

Warranty

A written statement made by Ford to the buyer of a new Ford vehicle. The warranty states that the Company will pay for certain repairs due to defects in factory materials or workmanship during the warranty period.

The repairs may be performed at no charge, with a deductible fee, or on a Pro-rata basis as prescribed by the relevant Policy.

Warranty Alert

An electronic restriction placed on a unique VIN to reject claims where the vehicle warranty guidelines have not been complied with. These restrictions are administered by the Company

Warranty Claiming System

Administrative System to submit warranty claims. OWS (ONE Warranty Solution) or Service Vehicle Info System 2 (SERVIS2)

Warranty Start Date / Warranty Commencement Date

The date on which a vehicle was sold or first placed in service (in-service date)

Wear and Tear

Wear and Tear is defined as the gradual reduction in operating performance of a part of parts having regard to the age of the vehicle, the distance it has travelled and the operating conditions

Written-Off Vehicles

Written Off in relation to a vehicle means, without limitation, that the owner, insurer or financier of the vehicle has decided that the vehicle has been so severely damaged that it is not economical to repair