Technical Assistance Hotline Online Information

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TSO Global Summit
September 11 - 15, 2000 Dearborn, Michigan
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Technical Assistance
Technical Assistance Team Werner Hagemann
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Technical Assistance Team
Werner Hagemann Ford Europe (Team Leader) Vic
Nagy Ford North America (Team Co Leader) Marv
Hartwig Process Leadership Per Senninge
Volvo Klas Nilsson Volvo Claudio Arango Ford
Mexico Jack Kelley Volvo North America Phil
Cannell Land Rover Okitsugu Yamada Mazda
Japan Dennis Ryan Mazda North America Rick
Bonifas Ford North America Victoria Puthur Ford
North America
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Technical Hotline Process

• Trustmark partners agree that dedicated Hotline
  centers should exist and will support dealers in
  local languages
• Volvo will visit Ford EU in Cologne in October
  2000 to review Technical Hotline and Global OASIS
  processes
• Ford and Mazda in Europe are combining Hotline
  Centers
• Land Rover to analyze demand for European
  Hotline centers

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Technical Hotline Process

• Trustmark partners agree that there may be a
  possible opportunity to combine Hotline efforts
  in New Jersey
• (Volvo, Jaguar and Land Rover)

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Worldwide existing Dedicated Hotline Support
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Online Information Tool

• Jaguar and Mazda NA plan to adopt Global OASIS
• Begin process for loading Vehicle and Message
  data and rollout to Jaguar and Mazda dealers and
  develop unique dealer interfaces
• Volvo will visit Ford in Cologne and review
  Global OASIS system (October 2000)
• Volvo and Land Rover will access and review
  Global OASIS System

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Online Information Tool

• Teams recommendation is to have only 1 version
  per supported language and work with translation
  team to identify any issues
• Double Byte character languages are not currently
  supported
• Broadcast messages need to be segregated by
  Trustmarks

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Common Symptom Inquiry Codes

• TMP agree that common codes are necessary for
  shared platforms
• Each TMP to analyze feasibility of adopting
  Global OASIS/CQIS codes analysis and issues
  list will be compiled and discussed at the
  October 2000 Audio Conference
• Mazda will investigate creating a data feed from
  their Global concern reporting database to CQIS

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Other Accomplishments

• Working Document reviewed and updated with Land
  Rover representative
• Secure Vehicle information System requirements
  reviewed
• Ford GSEVIN (Global Secure Vehicle Information
  System)
• Volvo has similar application QW90

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Key Hotline Metrics

• Accessibility Call Answer Rate
• Ability of Dealer to speak to Hotline Engineer
  on first call attempt during hours of Hotline
  operation
• 2. Effectiveness Fix Rate
• How good is the service the Hotlines provide
  Was correct information provided?
• TMP agree that the metrics will be reported on a
  monthly basis
• Each TMP will review detailed metrics document
  and submit findings 3rd week of October 2000 for
  review at audio conference 4th week of October