| Subject: | GM Parts Ordering System |
| Models: | All 2005 and Prior GM Cars and Trucks |
| Attention: | This service bulletin is not applicable to 'GM of Canada' dealers. |
The GM Parts Ordering System
This information is intended to clarify and assist you in the GM Parts Ordering Process. Some confusion has been expressed about the proper way to handle parts orders for the different situations you will encounter while trying to best service your customers.
Tailoring Orders to Your Needs
The GM dealer parts ordering system has many options to differentiate ordering parts for your shelf stock, for special customer orders, and for the quickest possible shipments to handle customer vehicles that need repair quickly. Proper utilization of
this system and proper parts stocking can greatly aid you in customer satisfaction while making the system function better for all dealerships.
How Do You Decide What Action to Take?
The week of March 21, 2005, a CD labelled GM Warranty Operations (January 2005) will be sent to your dealership that contains the latest edition of the GM Dealer Parts and Accessories Policies and Procedures Manual. This manual contains technical information
on all aspects of the parts process. You may wish to review pages 2-4, within Section 9.1 (Parts and Accessories), which outlines in detail the proper way to code orders for each parts ordering situation you are likely to encounter. Below is a simplified
summary of this information and some guidelines to assist you taking the proper actions.
Ordering for Dealer Stock
Referred to as the Daily Replenishment Order (DRO). This type of order is recommended for daily submittal of part orders for dealer stock. This type of order, when frequently submitted (daily), allows your dealership to stock smaller quantities of a broader
range of parts. Through this method, you will gain better "off-the-shelf" availability. Utilizing this type of order for Goodwrench Service Merchandising Parts will earn advertising assistance funds, in addition to standard discounts and allowances.
Any parts required that are out of stock will be held on back order for up to 60 days, at which time the dealer will be notified and the order cancelled. This type of order may be upgraded to a CSO (Customer Special Order) as required.
Ordering for a Customer When the Part is Not Required Overnight
This situation calls for a CSO (Customer Special Order). This type of order will provide expedited service, and the order will be referred to a Parts Distribution Center (PDC) nationally if required to fulfill the order. This service is available at no
additional charge to your dealership. Shipping parts to an alternate location is available on a CSO order type only. You may call TRACS at 1-800-433-6961 and follow the prompts to check availability of the part for the customer. If the part
is not available nationally, a backorder condition will be set and an expected date of 4 business days will be set. If a part is on order CSO and an urgent situation arises, an open order can be elevated to a SPAC case for urgent overnight shipment.
Ordering For a Customer or a Specific Vehicle Overnight
When an urgent need for a part presents itself, you should do the following steps:
- CHECK your dealer stock for the part. If not available then:
- CHECK locally for the part to be picked up at another dealer. If not available then:
- CALL TRACS at 1-800-433-6961 and check overnight availability at your PDC. If the part is available at the PDC, submit an overnight Customer Special Order (CSO-3). TIP: A CSO-3 order will be cancelled automatically if the part is
not in stock so calling TRACS is a required first step in the process. If not available, then:
- CREATE a SPAC (Service Parts Assistance Center) case through TRACS. At this point, SPAC will work to automatically escalate the case as required to fulfill your need. To open a SPAC case, you will need a VIN (Vehicle Identification Number). Opening
a SPAC case will search all PDC's nationally, including some stock in Canada. If stock is not available, the case will be eligible for SPRINT (Service Parts Resolved In No Time). The SPRINT team within SPAC will attempt to locate the part and confirm the inventory
at the SPRINTing dealer. The part is then sent out overnight to your dealer. If no stock is found:
| • | The SPAC team will attempt to have the part direct shipped to your dealer from the source. If possible, the part will be overnight shipped to your dealer. If no parts are available at the source: |
| • | The SPAC team will contact the production facility to see if the production plant has any additional parts available for shipment. If possible, the part will be overnight shipped to your dealer. If no additional parts are available at the production
facility: |
| • | The SPAC team will place the part on hold and the backorder will be filled in order of the SPAC case was received. |
Suggestions to Improve GM Parts Availability
| • | Make sure that DRO orders are placed daily to assure you have no out of stock situations on commonly required items. Spot trends in daily usage and order accordingly.
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| • | DO NOT horde in-demand parts. The GM Parts System functions best when all dealers work together as a team. When all dealers follow the guidelines above, no part in need will be left sitting on a shelf.
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Suggestions to Improve GM Parts Department Profits
| • | Take advantage of Goodwrench Service Marketing parts and promotions. Many come with additional advertising assistance funds.
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| • | Maintain a complete stock of GM Vehicle Care Products, and display in ALL customer areas, with clearly labelled prices.
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| • | If you are not a participating dealer in the GM SPRINT program, consider that a 2.75% discount and 5% return reserve (if eligible) stay with your dealer on all eligible DRO and CSI parts that are SPRINTed to other dealers. This improves your ability
to write off stagnant parts and manage your inventory. Sign up today!
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