INDIA: A new dealer warranty review process aims to help dealers better understand and follow the Volvo CE warranty procedure
The machines and equipment made by Volvo CE are covered by a factory warranty which is valid for 12 months or 2,500 operating hours. The warranty review procedure provides an opportunity to identify competence gaps and training needs related to the warranty process, and helps identify and share best practice with other dealers. The first winner of a new award to recognize excellence in dealer performance in this area is the Suchita Millenium Projects dealership based in East India.
“It is important that our dealers fully understand the warranty process and what is required from them as distributors,” says Volvo CE’s Lynn Edberg, Director Global Warranty. “The warranty is only valid provided the Volvo machines or parts have been correctly operated and maintained in accordance with our instructions and recommendations. The warranty serves both to protect our brand value and meet customers’ quality expectations. It also provides us with critical information,” she adds. “It is important to quickly identify a quality problem and then rapidly correct it, so we can ensure the next machine delivered to a customer does not have the same quality issue.”
The dealer review process identifies any gaps in the Volvo CE warranty process and then creates an action plan to meet any shortcomings. For example, the warranty conditions require proper maintenance of machines while in storage. During the review, all machine documentation is checked to ensure maintenance requirements are fulfilled.
The dealer review process seeks to identify gaps, as well as sharing best practice. For example, it is important that replaced components are scrapped correctly and a full record kept. Some dealers maintain good documentation on scrapped warranty material and their methods have been used as examples for dealers who need to improve.
During 2013, Volvo CE undertook 71 dealer reviews across the global dealer network. They were rated on a scale of 0-100 and those with a low score have been helped to improve through a customized training program. “So far we have undertaken three follow-up reviews which show that significant improvements have been made in the dealer warranty process for all of them,” says Lynn Edberg.
With the best warranty performance in 2013, Suchita Millenium Projects, based in Kolkata (formerly Calcutta), covers the extensive territory of West Bengal.
The company has been audited three times since 2011, improving on each occasion to reach a score of more than 91 in 2013, according to Sathish Kumar, Deputy Warranty Manager, India. “Suchita Millenium Projects impressed us by their good warranty management, particularly in terms of documentation and process control,” he says. “Their claim submission performance was impressively fast.”
A Volvo CE dealer for three years, the company has happily embraced the warranty process. “We have a young team of motivated and passionate people who have had no problem in adapting to good processes,” explains Amita Bhuwalka, Director of Suchita Millenium Projects. “We are delighted and very proud to receive this award. We have worked hard to achieve this and it is a great boost to morale.
“Dealers should not be afraid of this or feel it is like an exam,” she says. “The Volvo warranty review process benefits everyone.”