Lexus ES300 (2002 year). Service manual — part 434

General Procedures for Lexus SSCs and LSCs

2

PREPARING FOR AN SSC/LSC

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 3

Customer Notification . . . . . . . . . . . . . . . . . . . . . . ..

3

SSC/LSC and Customer Satisfaction . . . . . . . . . . . . . . . . ..

3

Identifying Affected Vehicles. . . . . . . . . . . . . . . . . . . .

3

Manpower and Facility Requirements. . . . . . . . . . . . . . . . ..

4

Tools and Equipment. . . . . . . . . . . . . . . . . . . . . . ...

4

Technical Training . . . . . . . . . . . . . . . . . . . . . . . ...

4

Parts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

DMS Systems . . . . . . . . . . . . . . . . . . . . . . . . . ..

5

Planning Your Communication Strategy . . . . . . . . . . . . . . ..

5

Calls to Your Customers . . . . . . . . . . . . . . . . . . . . ..

5

Calls from Your Customers. . . . . . . . . . . . . . . . . . . ..

5

Calls from the Media. . . . . . . . . . . . . . . . . . . . . .

6

IMPLEMENTING AN SSC/LSC

Car Rental and Service Loaners. . . . . . . . . . . . . . . . . ..

6

Remote Area Service Plan . . . . . . . . . . . . . . . . . . . ..

6

The Service Write-Up . . . . . . . . . . . . . . . . . . . . . ..

7

Preparing for Delivery after SSC/LSC Completion . . . . . . . . . . ..

8

Delivery of the Vehicle after SSC/LSC Completion . . . . . . . . . . .

8

Follow-Up. . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Work Order Closing/Claim Submission . . . . . . . . . . . . . . ...

8

Recap of Claim Submission and General

Provisions of an SSC/LSC. . . . . . . . . . . . . . . . . . ...

9

Claiming Reimbursement for Special Services. . . . . . . . . . . .

9

Claim Preparation Instructions. . . . . . . . . . . . . . . . . . .

10

PREPARING FOR AN SSC/LSC

General Procedures for Lexus SSCs and LSCs

3

Overview

This handbook contains the general procedures dealers
should follow for each and every Special Service
Campaign (SSC) or Limited Service Campaign (LSC)
Lexus initiates. Campaign-specific details will be
included in the dealer notification package sent to each
dealer at the launch of a campaign.

Customer

Notification

The customer notification schedule and sample letter

will be included in the dealer notification package sent
to each dealer at the launch of a campaign.

SSC/LSC and Customer
Satisfaction

Each Special Service Campaign or Limited Service

Campaign provides us with an opportunity to
demonstrate the Lexus commitment to total customer
satisfaction. Lexus requests that dealers use the
fundamental principals embodied in the Lexus
Covenant when servicing these owners and their
vehicles. By implementing new campaigns in an
organized and efficient manner, we can nurture our on-
going relationships with these customers and
strengthen these associations. Throughout each
campaign, we need to let our customers know that we
are genuinely interested in resolving the matter in a
timely fashion with as little inconvenience to them as
possible.

Identifying
Affected

Vehicles

Specific vehicle model, model year and VIN range

applications will be included with the campaign-specific
dealer notification package sent to all dealers at the
launch of a campaign.

Always consult Dealer Daily or TIS to confirm eligibility
and to assure the SSC/LSC is applicable. This will verify
the vehicle is involved and has not already been
completed by another dealer. TMS warranty will not
reimburse dealers for repairs conducted on vehicles
that are not affected.

Manpower and Facility

Requirements

General Procedures for Lexus SSCs and LSCs

4

Your dealership must plan carefully to accommodate

the additional service volume generated as a result of
an SSC/LSC. In reviewing your dealership’s manpower
and facility requirements for a campaign, there are
several items you need to consider.

• Do you need to develop ways to increase your

service capacity?

• Do you need to hire additional support staff for pick-

up/delivery, car washes and fuel tank fill-ups?

You will need to hold a meeting with all dealership

associates to discuss:

¾ Importance of Lexus customer care for each

SSC/LSC customer.

¾ Various procedures such as phone inquiries, pick up

and delivery, loaners, etc.

¾ Campaign specifics including your dealership’s

assigned quantity, completion objectives, and
technical details.

We recommend that one person at your dealership be
designated as the campaign coordinator.

Your District Service and Parts Manager will meet with
you to answer your questions and monitor the progress
of each SSC/LSC.

Tools and Equipment

Each dealer notification package will include
information on the tools and equipment required to
perform the campaign repairs.

Technical

Training

Lexus suggests that all service department staff who

will be directly involved in completing a repair or
supporting an SSC/LSC should review the repair
procedures in the dealer notification package to prepare
for a campaign.

Parts

Each dealer notification package will contain specific

part number information and order procedures. Your

General Procedures for Lexus SSCs and LSCs

5

dealership is requested to order only those parts
needed to repair vehicles with service
appointments. Individual dealer tracking will be done
and irregularities in quantity ordering will be passed on
to Lexus Area Offices for follow-up and correction.
Lexus will ensure there will be sufficient inventory to
accommodate an SSC/LSC but there will be only
enough supply to cover the affected vehicle population.
Please only order based upon true demand.

DMS Systems

Labor operation codes will be transmitted to your

dealership. (See dealer notification package for specific
campaign opcode and labor hour information). DMS
dealer files are automatically updated and no further
action should be required.

Planning Your

Communication Strategy

It is important that you develop a strategy to

communicate effectively. Each dealer notification
package will contain a series of Questions and Answers
(Q&A) that can be used when explaining an SSC/LSC.

Calls to Your Customers

• Customers

involved in the SSC/LSC

⇒ Each affected vehicle owner will receive a

notification letter. Please let them that the
campaign is being undertaken by Lexus to keep
their confidence in the Lexus brand.

• Customers

not involved in the SSC/LSC

⇒ Assure any customers with vehicles outside of

the involved VIN ranges that this repair is not
needed.

Calls from Your

Customers

It is important to institute a system to respond to
customers calling for more information regarding an
SSC/LSC. We recommend designating an individual to
answer these inquiries to ensure that callers get
accurate, consistent information.