CADILLAC SERVICE TECHNICAL ASSISTANCE REQUEST- CADSTAR

Since the CADSTAR (Cadillac Service Technical Assistance Request) article was released in the Craftsman's League Quarterly several months ago, we have made several personnel changes. Bob Wittmann, Steve Burnette, Gary Bremer, Larry Carrino and Craig Scruggs have been reassigned to other activities. In their place, we would like to welcome Sam Grebe and Ron Caponey who bring additional field experience into CADSTAR; Rich Orbain and Tony Koritnik who bring with them varied Technical Service experience and Gary Hawkins who joins us from Corporate Service. The CADSTAR engineers and their corresponding CADSTAR numbers are listed below by specialty group for your reference when accessing the system.

Fuel and Driveability Group - Joe Rigsby #25 Mike Vellardita 24 George Craig 28 Bill Robinson 34

Mechanical Group - Jim Allison 21 Ron Caponey 23 Larry Rowe 20 Tony Koritnik 33 Gary Hawkins 35 San Grebe 31

Electrical Accessory Group - Bob Purcell 30 Dan Hooker 27 Rich Orbain 26

As you may be aware by now, CADSTAR has begun to survey dealerships by sending out questionnaires to find out how the CADSTAR System is working and where improvements can be made. It is very important that you complete and return these forms when they are received so we can have the early feedback to address your concerns in a timely manner.

Early feedback from questionnaires indicates that while the system is providing valuable technical information, there have been some administrative concerns. One of your major concerns has been excessive call wait time. To address this problem, we have revised our CADSTAR engineer work schedule to provide additional coverage during peak hours, as well as our procedure for routing calls within the computerized phone system. After surveying each caller during the past few weeks, we are confident that the telephone delay problem has been minimized. Currently, no call should ring more than nine times before either being answered or switched to technical update. However, if you have a call-in problem or ever have to wait on technical update more than 5 minutes, please contact one of the following CADSTAR engineers for assistance: Joe Rigsby, Fuel and Driveability (313) 554-6623; Jim Allison, Mechanical (313) 554-5517; Larry Rowe, Mechanical (313) 554-6631; Bob Purcell, Othrr Electrical (313) 554-6619; or Rick McManama on (313) 554-5772.

We also had comments questioning the necessity to have the Service Manager initiate each case. While we understand that it is not convenient or practical in all cases to have the Service Manager call in, we do feel it is necessary to have one person designated within the dealership, who has both the responsibility and authority to make the decisions necessary to follow-up and close each case. If you would like to assign this contact responsibility to someone other than the Service Manager, (i.e., Shop Foreman, Lead Technician, Parts Manager, etc.), it will be acceptable as long as we continue to receive quality feedback information.

In addition to resolving specific vehicle problems, the CADSTAR System has proven to be an excellent early warning product feedback system. We appreciate every dealer's input and contribution in providing us current field information and would like to especially acknowledge Ron Kehs of Daniels Cadillac in Allentown, Pennsylvania, and Vince Driscoll of Town and Country Cadillac in Aurora, Illinois, for their continual help in identifying and resolving product conditions.

Please remind your employes of the importance of the Black Label Return program and how it contributes to the overall goal to help improve our product as quickly as possible by providing parts for analysis. Refer to DSIB 85-1-7 for details explaining this program.

Communication is the key to success. We must maintain this dialogue if we are going to reach our common goal of excellence.

General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions and know-how to do a job properly and safely. If a condition is described, do not assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.