Transcription
Policies and ProceduresHino Parts DivisionPolicies and ProceduresUpdate Version 11.6.2013
Policies and ProceduresTable of ContentsSECTION 1INTRODUCTION . 2SECTION 2KEY PERFORMANCE INDICATORS AND GUIDELINES . 3-4SECTION 3aHMI DEALER ORDERING . 4-8SECTION 3bORDERING. 9-133.1INTRODUCTION .93.2WHERE TO PLACE ORDERS .93.3ORDER TYPES AND CODES.9-103.3A STOCK ORDER .9-103.3B EMERGENCY ORDER .103.3C VEHICLE OFF ROAD (VOR) ORDER .103.4ORDER ENTRY .10-113.4A STOCK ORDERS .103.4B EMERGENCY ORDERS .113.4C VEHICLE OFF ROAD (VOR)ORDERS .113.5ESTIMATED TIME OF ARRIVAL (ETA) DATE .113.6ORDER CANCELLATION .113.7CAMPAIGN PARTS ALLOCATION/ORDERING.123.8MODEL YEAR PARTS ALLOCATION/ORDERING .12-13SECTION 4SHIPPING . 14-174.1INTRODUCTION .144.2PACKING SLIPS .14-154.3PARTS SHIPPING LABELS .15-164.4TRANSPORTATION .16-174.4A TRANSPORTATION POLICY .164.4B ACCEPTANCE OF SHIPMENTS .164.4C INSPECTION OF SHIPMENTS .174.4D RETURNING FREIGHT TO THE PDC .17SECTION 5INVOICING . 18-225.1INTRODUCTION .185.2PARTS BATCH ORDER CONFIRMATIONS/ORDER ACKNOWLEDGEMENTS .18-195.3PARTS INVOICES .20-215.3A ON-LINE .205.3B E-MAIL.20-215.4PARTS STATEMENTS .225.5MEGA-FLEET CREDITS .22SECTION 6RETURNS. 23-286.1INTRODUCTION .236.2CORE RETURNS .23-246.2A CORE RETURN POLICY .23Update Version 11.6.2013
Policies and Procedures6.2B RETURN OF WARRANTY CORES.23-246.2C PAYMENT OF CORE CREDITS .246.3PARTS DISCREPANCY RETURNS .24-266.3A TERMS FOR RETURNING DISCREPANT PARTS .246.3B PROCESS FOR CLAIMING DISCREPANT PARTS .24-256.3C RETURN OF DISCREPANT PARTS .256.3D CREDIT FOR DISCREPANT PARTS .25-266.4ANNUAL PARTS RETURNS .26-276.5INITIAL DEALER KIT RETURNS .27-286.6DEALER TERMINATION RETURNS .28SECTION 7PARTS WARRANTY . 297.1INTRODUCTION .297.2PARTS WARRANTY POLICY/TERMS .297.3PARTS WARRANTY CLAIM PROCESSING .297.4CONTACTS .29SECTION 8PRICING . 30-318.1INTRODUCTION .308.2PRICING LEVELS .30-318.3PRICING UPDATES .318.4PRICING ACTIONS .31SECTION 9PUBLICATIONS . 32SECTION 10GENERAL CONTACTS . 33-3410.1GENERAL NUMBERS .3310.2DIRECT CONTACTS AND RESPONSIBILITIES .3310.2A CUSTOMER SERVICE REPRESENTATIVES .3310.2B PARTS TECHNICAL SUPPORT .3310.2C PARTS MARKETING & SALES.3310.2D PARTS MATERIALS .3310.2E PARTS WAREHOUSE OPERATIONS .3310.2F NATIONAL PARTS MANAGER .3310.2G PARTS AND LOGISTICS OPERATIONS .3410.3OTHER KEY CONTACTS .3410.3A WARRANTY .3410.3B ACCOUNTING & FINANCE .34SECTION 1111.1PARTS TECHNICAL . 35-39ELECTRONIC PARTS CATALOG (EPC) .35-3911.1A INSTALLATION .3511.1B UPDATES .3511.1C LICENSING .35-3911.2GENERAL PARTS TECHNICAL INFORMATION .39SECTION 12PARTS MARKETING ALERTS . 401
Policies and ProceduresSection 1IntroductionThe Parts Distribution Center (PDC) of Hino Motors Sales USA, Inc. (HMS) has published thismanual in order to assist dealers to fully understand the various policies and procedures governingtheir dealing with Hino Parts.The Hino Parts Policies and Procedures Manual should be reviewed and understood by all Hinodealer parts department personnel. It should be referred to regarding clarification of Hino’s Parts’policies and procedures.Additionally, this manual should be made readily available within the dealer’s parts department. Onoccasion, Hino will publish and distribute revisions, updates, and/or additions to these policies andprocedures. It is the dealer’s responsibility to keep their manual current.This manual will also be posted on the HinoNet intranet site (www.hinonet.net) under the Parts/PartsDocuments section.Hino reserves the right to change any provisions and/or conditions of the Policies andProcedures Manual at any time without notice and without obligation. However, Hino will attempt, atall times, to properly notify dealers in advance and in writing of any revisions or additions to thepolicies and procedures detailed in this manual. To obtain the most current version of this manualalways refer to the electronic version posted in HinoNet on the main “Parts” tab.2
Policies and ProceduresSection 2Key Performance Indicators & GuidelinesHino Dealer Key Performance Indicators (KPI) are visible in HinoNet. HMS is committed to workingwith its dealers to ensure customer satisfaction through excellent parts support. To encouragedealers to make and sustain continuous improvement in parts support, HMS has implemented aPerformance Measurement process. The Performance Measurements track dealer performance in anumber of critical areas, and HMS’ District Parts Managers (DPMs) and Technical Service Managers(TSMs) will work with each dealer on continuous improvement. These measures are also the basisfor current and future Hino Honors Parts Recognition Programs.Specific areas in which Key Performance Indicators (KPI’s) will be monitored and measured are:1. Dealer Purchasesa. Hino Partsi. Hino establishes dealership goals based on various factors including but notlimited to:1. Prior year sales2. Vehicles in operation in the dealership AOR3. % Growth ratingb. All-Makesi. Goals established based on same parameters as listed in section “1A” abovec. Accessoriesi. Goals established based on same parameters as listed in section “1A” aboved. Campaigni. No “goal” number sete. Current Percent of Objectivei. Dealers are measured based on the fiscal year to date purchases compared totheir established goal for the year2. Customer Satisfactiona. Overall Satisfaction with Parts Experiencei. Rating comes from dealership returned 12 month customer surveys from the“Hino Premier Customer Care” program in HinoNet. View Hino Premier CustomerCare (HPCC) through HinoNet for information and tutorials on how to use HPCC.b. Speed of Delivery, Parts not in dealer stocki. Rating from HPCC (see #2a)c. Number survey responses- Overall Satisfaction with Parts Experiencei. Rating from HPCC (see #2a)d. Parts Availabilityi. Rating from HPCC (see #2a)e. Parts Availabilityi. The % of the recommended HMI parts on hand at the end of the calendar monthf. Stock Order Ratioi. Emergency order lines divided by total ordered lines, expressed as a %g. Dealer Buyback Utilizationi. The % of the annual return allowance utilizedh. Super Stock Order Utilizedi. Utilized the Super Stock Order program during the previous month (Yes %)i. Lost Sales Trackingi. Lost sales entered into DCS during the prior month (Yes %)j. HMI Participating Dealeri. Dealer is a HMI Participating Dealer (Agreement signed and DBS integrated, Yes%)k. Suggested Order3
Policies and Proceduresi. HMI recommended order manually reviewed (Yes %)l.3.4.5.6.7.Automated Orderi. HMI order automatically created (Yes %)m. Quarterly Stock Reviewi. Dealer participates in the Quarterly Stock Review process (Yes %)n. SSO/HMI Discounti. The saved by the Dealer utilizing either HMI or the SSOPersonnel (Competencies)a. The average of the responses for this question from Hino Premier Customer Careb. Personnel Trainingi. The % of the eligible Parts personnel trainedFacilitya. Scores the dealership on their hours of operation and Hino brand recognitionPrice Competitiveness / Credit Availabilitya. The average of the responses for this question from Hino Premier Customer Careb. Mega-Fleet Participating Dealeri. Registered Mega-Fleet Participating Deale
The Hino Parts Policies and Procedures Manual should be reviewed and understood by all Hino dealer parts department personnel. It should be referred to regarding clarification of Hino’s Parts’ policies and procedures. Additionally, this manual should be made readily available within the dealer’s parts department. On occasion, Hino will .
