| Independent Shops By Kenneth Calhoun, Vice President, Customer Relations, When providing repair and maintenance services, it is inevitable that a service provider will run into instances when the parts needed to execute the repair will not be in stock. Coping with this reality and meeting customer expectations requires proper preparation and execution to help parts and service personnel ensure that all available resources are considered when sourcing an out-of-stock item needed to complete a repair. Th at’s why TMC tasked its S.16 Service Provider Study Group to develop industry guidelines for expediting the acquisition of out-of-stock parts necessary to complete a repair. Currently in development, TMC Recommended Practice (RP) 1611(T), Parts Acquisition for Service Providers off ers recommendations to help service providers source parts so they can meet customer expectations and minimize downtime. Recognizing that service providers may incur additional costs when sourcing parts outside of the customary acquisition processes, TMC believes it is imperative that service providers maintain complete and accurate communication with the customer regarding such items. Service providers should disclose to their customers all information necessary so customers may make an informed decision on the impact of expedited parts sourcing on completing necessary repairs. TMC anticipates service providers will tailor the general principles of this RP to the needs of individual operations. It should be noted that warranty reimbursement considerations lie beyond the scope of this RP and should be addressed through a service provider’s usual and customary procedures. Develop the Process Th e fi rst phase of planning for parts acquisition has four parts, according to RP 1611(T): 1. Create process map A process map or fl ow chart can help service provider personnel present a consistent message to customers when off ering various parts sourcing options to expedite repairs. Expect to build some variability into the documented process to accommodate the customer’s preferred method of communication (e.g., voice/fax/email/web-based solution, etc.). Request for part Part in stock? Yes Is part at reorder level? Yes Yes Yes Yes Yes Yes No No No No No No No Notify inventory control Part at another branch? Pull part Charge part to RO Dispense part Order part Reorder part Order part Order part Send driver for part Additional Options: 1. Temporary repair 2. Part number cross reference 3. Alternative brand 4. Borrow part from new or other truck 5. National OEM or supplier contact Part of PDC? Is order critical? Order critical Order stock Part in network? Part locally? Determine shipping options Advise customer of ETA Process complete Truck Centers of Arkansas; Service Provider Director at Large, TMC Board of Directors; Immediate Past Chairman, TMC S.16 Service Provider Study Group What to do about out-of-stock parts needed for a repair There are industry recommendations for that AUDIT the entire process on a frequent basis. This is an example of how a fl ow chart can help service provider personnel present a consistent message to customers when offering various parts sourcing options to expedite repairs. Graphic courtesy of TMC 36 FLEET MAINTENANCE ❚ OCTOBER 2016 ❚ VehicleServicePros.com
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