special order parts

[fbeans]

i am interested in getting some input on special order parts processes. this always seems to be a problem area. any ideas on effectively managing sop's out there?

[Chuck Hartle]

Hello FBeans,

What are you looking for as far as process? What kind of inventory control system do you have now? What are some of your current processes in place that you feel are not working?

Chuck Hartle'

[daponik]

I hope this topic doesn't die out before it really gets going.

I have just started working in a Parts Department at a Nissan dealership. One of the first things I noticed was that our Special Order Listing is incredibly long. We use a CARS computer system and the amount of parts in the Over 60 days received is staggering.

How do you get these customers back in the shop? It seems many of these SPOs are warranty related, so if the vehicle isn't VOR, customers arne't compelled to return. If they don't come in, I end up eating the flooring for thousands of dollars of parts.

Any ideas?

[Gary J. Naples]

Hi daponik,

Unsold special orders not only hurt customer service and dealership profit potential, they also contribute significantly to parts department obsolescence.

I'm assuming, by your comments, that, beyond some type of tracking through your inventory control system, there are really no policies or procedures that exist for dealing with special order parts and special order customers.

Any parts ordered through the service department (for warranty or C.P.) are the responsibility of the service and parts department. Accordingly, getting the customer back must be a collaborative effort between both departments. On going dialogue between the departments, pertaining to special orders, is a must. One problematic area is customer notification when special order parts arrive. In many cases, there is no consistent, structured process. Here are some suggestions:

All available methods to notify the customer (cards, letters, e-mail, and telephone) must be considered and used if need be.

Make customers aware of return deadlines for unsold special order parts. It creates urgency and allows you to take advantage of manufacturer return programs without incurring penalty.

Make at least three attempts to notify the customer.

Depending on the part or parts ordered, explain to the customer that failure to have the repair could hurt the vehicles appearance, performance, safety or value.

The service advisor responsible for generating the customer special order can contact the customer and set up an appointment at the same time.

Look for an article on special orders in an upcoming issue of "The Parts Manager." Perhaps this can further assist you.

Gary J. Naples