Communication Strategy of Service Information/Strategy Based Diagnostics
| Subject: | Communication Strategy of Service Information/Strategy Based Diagnostics |
| Models: | 2008 and Prior GM Passenger Cars and Light Duty Trucks (Including Saturn) |
| 2003-2008 HUMMER H2 |
| 2006-2008 HUMMER H3 |
| 2005-2008 Saab 9-7X |
This bulletin is being revised to add 2008 vehicles and delete Service Manager Voice Mail information. Please discard Corporate Bulletin Number 05-00-89-067A (Section 00 - General Information).
To better assist GM dealers/retailers in providing customers with the best possible service experience through fixing product issues correctly the first time, we are updating our Service Communication Strategy as it relates to product improvement information. These revisions were based on a survey of more than 500 dealership service managers and 1,500 dealership technicians, and were also supported by the Fixed Operations Advisory Board. A common theme running through the survey results was to provide "one stop shopping" for all service information.
The updated strategy will consist of SI being the One Stop/Primary Source for all product information, which now is capable of being updated on a daily basis. Since this product information is being updated so frequently, after verifying the customer concern and performing the preliminary checks, technicians will now be required to first search SI for any pertinent repair information related to the vehicle and issue they are working on (such as TAC PIs, Bulletins, Recalls, SI Documents, etc.) BEFORE calling the Technical Assistance Center. This strategy is also in parallel with Steps 3 and 4 in Strategy Based Diagnosis (refer to Strategy Based Diagnostics in SI).
This supports our 2:1 multiple PC initiative (2 technicians per 1 PC) to get service information into the hands of technicians more quickly. Having the right number of PCs in the service department provides technicians with ready access to the information and puts it at their fingertips. Communications such as GM Messenger, IDL and TechLink will be used as support tools or pointers to SI.
For your convenience, below are tables of communications (for U.S. and Canadian dealers), the type of information carried, and the frequency of communication updates:
Communication | Type of Information | Updated | ||||||
|---|---|---|---|---|---|---|---|---|
SI | Vehicle diagnostic, repair, and product improvement information. It will contain:
| Daily | ||||||
GM Messenger | Delivers the most important product improvement information/administrative messages direct to the appropriate mailbox at the dealership. | Daily | ||||||
IDL | Emerging Issues Broadcast demonstrates new procedures or technology where video will enhance the understanding of the repair | Second Thursday of each month | ||||||
TechLink | Focuses on technology, training, tools, equipment, diagnostics, and service procedures | Monthly |
Communication | Type of Information | Updated | ||||||
|---|---|---|---|---|---|---|---|---|
SI | Vehicle diagnostic, repair, and product improvement information. It will contain:
| Daily | ||||||
Dealer Communication Messages | Delivers Engineering Information bulletins/TAC Tips/Parts Restriction notifications direct to the Dealership’s/Retail Facility’s e-mail box. | Immediately as needed | ||||||
IDL | TAC TALK discussions of emerging issues, new procedures or technologies. | Second and Third Wednesday of each month for English and Third Wednesday of each month for French | ||||||
TechLink | Focuses on technology, training, tools, equipment, diagnostics, and service procedures | Monthly |
