Planning Process & Guide

September 2016

GLOBAL DEALER SERVICE OPERATIONS Caterpillar: Confidential Green

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SERVICE EXCELLENCE
WHERE DOES THE PLANNING GUIDE FIT?

Current & How To: Deliver:

Desired Service Customer Value
States: Excellence Operational
Planning Excellence
VOC & VOB Consistency
Loyalty Data
Guide
POLS, POPS Potential Goal
Market identification
Opportunity Prioritization
Service Alignment
Excellence Reference Search
Performance

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SERVICE EXCELLENCE
INPUTS CURRENT STATE ANALYSIS

Challenges:
At the dealer / district level, make best use of all information to understand
current state vs desired and move towards Service Excellence
At the enterprise level ensure consistency of direction
Allow district & dealer necessary flexibility

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SERVICE EXCELLENCE
REFERENCE MATERIAL ACTION PLANS

Challenge:
To efficiently connect dealer and district to material and support that is
relevant to the context the dealer is working in; and the intended impact.

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PLANNING GUIDE PURPOSE

To assist the dealer and district office to identify strategic dealer

service operations improvements, by:
Providing a common framework
Suggesting the main inputs to be used for defining the dealer current
state
Prioritizing potential goals relative to value, cost and estimated Service
Excellence Performance impact
To more efficiently connect a dealer to successful practices and
references, by:
Providing a reference material search driven by dealer need.
Longer term, providing a mechanism to share best practices
To provide flexibility, by allowing a dealer to use some or all planning
guide steps at their preference

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SERVICE EXCELLENCE PLANNING
OVERVIEW & SCOPE

Service Excellence Planning

Guide- Scope
Analyze
Current Prioritize
State
Prepare Review Execute
Identify Check
Initiative Alignment
Wish List

Dealer / District Workshop Meeting

01OCT 2016 31 DEC 201

2016 7-

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SERVICE EXCELLENCE PLANNING
ROLES & RESPONSIBILITIES

Analyze
Current Prioritize
State
Prepare Review Execute
Identify Check
Initiative Alignment
Wish List
Dealer
PSOR
Leads leads,
PSOR (with dealer contact) convenes a
PSOR impleme
Planning Workshop meeting.
Engages nts &
PSOR (with dealer contact) facilitates
dealer manages
central planning workshop
execution
point of PSOR engages Service Operations
PSOR
contact Consultant if/as required
maintains
Dealer Management (Marketing, Parts,
OUTCOMES: active
Service, other if/as required) actively
Pre- awarenes
analysis
participates
s of
of data status
Prepopula OUTCOMES:
PSOR
tion of Priortized service operations
planning engages
improvement initiatives agreed &
guide support
documented
as
needed

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SERVICE EXCELLENCE PLANNING
KEY TASKS

Analyze
Current Prioritize
State
Prepare Review Execute
Identify Check
Initiative Alignment
Wish List

Gather Data: For each data Rank initiatives Review Create detailed
Customer
Customer Loyalty
Loyalty type: value, cost, risk identified action plans
Data
Data initiatives vs.
Customer
Customer Loyalty
Loyalty
Identify
Comments business Project SEP required Implement
Comments
Foundational
Foundational impact (Gold, coverage
Check for gaps
message
Capabilities
Capabilities Silver, Bronze)
POLS
POLS If required,
POPS-C
Project Service Agree on
POPS-C
Parts
document Metrics impact initiatives
Parts thru
thru Service
Service
Service
Service Metrics
Metrics potential (multi year)
Service
Service Attributes
Attributes improvem
DGAP
DGAP
Repair
Repair Options
Options ent Project Service
EOS
EOS initiative/s Attributes
Resource
Resource Planning
Planning Map
Map
Technology
impact (multi
Technology improvement
Other
Other year)
initiatives
Revisit Service
against CSFs,
Attributes
metrics,
business area
Analyze

Customer
Loyalty

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SERVICE EXCELLENCE PLANNING GUIDE
CONTENTS

Service Excellence Planning Guide Tool

.xls file to manage service excellence planning
Service Excellence Planning Guide Overview
.doc file to help the user understand the process & locate
sources of data and information

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SERVICE EXCELLENCE PLANNING GUIDE
CONTENTS

Customer Loyalty Analysis Tool

.xls file to help PSOR and others analyze customer loyalty data
Customer Loyalty Report Instructions
.ppt file to guide PSOR in use of Customer Loyalty analysis tool

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SERVICE EXCELLENCE PLANNING GUIDE
CONTENTS

Service Operations Reference Tool

.xls file to filter lists of reference material according to selections

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NEXT STEPS

2017 Planning Cycle:

Utilize planning guide to structure planning discussions
Identify service operations improvement initiatives that will:
Increase sales of parts & labor
Increase profitability of service sales
Increase customer loyalty

Further Development:
Subject to value delivery:
Improve user friendliness web
Introduce connectivity & automation to a practical extent

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 Service Excellence needs to represent all brands in the Caterpillar portfolio.

Its something that we need to be known for. Our vision is to be the

customers preferred service provider by delivering an exceptional service

experience. And that means providing excellent service no matter where our

customers operate.

2015 Caterpillar. All Rights Reserved. CAT, CATERPILLAR, BUILT FOR IT, their respective logos, Caterpillar Yellow, the Power Edge
trade dress as well as corporate and product identity used herein, are trademarks of Caterpillar and may not be used without permission.

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