Warranty - Straight Time Pilot Program
File In Section: 00 - General InformationBulletin No.: 01-00-89-016
Date: December, 2001
TECHNICAL
Subject:
Pilot Program for Straight Time Warranty
Models:
2003 Cadillac CTS
2003 Pontiac Vibe
2003 Chevrolet and GMC Medium Duty C4500-C8500 Series
2003 Cadillac XLR
2003 Chevrolet SSR
2003 Hummer H2
GM will be piloting a new method for labor times on selected 2003 models. The pilot will initially use straight time instead of published times. Subsequently, most labor operations will be set based on the average times submitted by dealers while others will be studied by GM using current labor time methods. The GM-studied times will be the most frequently used labor operations which technicians are most familiar. The averaged labor times will be those that are rarely used.
The key elements of the pilot include the following:
^ Straight time will be used for all labor operations for several months after a new vehicle launch. Straight time is the actual time a technician spends repairing a vehicle. The only exceptions will be for Pre-Delivery Inspection (PDI) and paint repairs. Guidelines for what should be included are described later in this bulletin.
^ The most frequently used labor operations, approximately 20% of the total labor operations, will be studied using the current labor time practices approximately three to six months after vehicles are initially shipped to dealers. GM will follow the published Service Information and use regular production vehicles when establishing these times.
^ The labor operations that are rarely used, approximately 80%, will continue to use straight time until GM receives 25 warranty claims. Once 25 claims are paid, the straight time claims submitted will be statistically averaged and become the published time in the next Labor Time Guide update.
Straight Time Pilot Dealer Guidelines
The following should be included in straight time:
^ Repair diagnosis time, including technician road test time for diagnosis
^ Time to use SI2000 Service Information
^ Actual repair or part replacement time
^ Time to reprogram/re-initialize, as required
^ Time to obtain parts from parts department
^ Time to obtain and use essential tools
^ Technician time to verify repair corrected customer concern
^ Time to move the vehicle in and out of the technician's stall
^ Time for disposal of the replaced part
The following should NOT be included in straight time:
^ Time to define and document customer concerns, including customer road test
^ Post repair quality checks, including road tests, not performed by technician
^ Time for parts department to obtain part from SPO, another dealer or a parts supplier
^ Time to review completed repairs with the customer
^ Technician inefficiency, excessive personal time, time waiting for another repair, etc.
^ Tasks deemed service management responsibility per the GM Service Policies and Procedures Manual
Straight Time Documentation
^ Technician must obtain a separate clock time for each repair, including the beginning and end time for the repair. Multiple repairs on a vehicle will require separate clock times for each repair.
^ Documentation of time and technician number must be recorded on the hard copy of the repair order.
^ Unlike straight time use on other platforms, service management authorization will not be required before the repair is started. Service management will be expected to manage their technician's use of straight time during the pilot to ensure they are following the straight time guidelines.
Other Labor Hours (OLH) Usage
OLH should not be used along with straight time unless an unusual repair, such as a broken bolt, is encountered. Normal service and diagnosis time, as noted above, should be included in straight time.
Claim Submission
^ The labor operation number submitted should match the repair cause or the labor operation that is the closest match to the cause of the repair.
^ Straight time hours should be submitted in the regular hours field. Do not submit as other labor hours (OLH).
^ Each labor operation will have a labor time ceiling which should be adequate to complete the repair. If the ceiling is exceeded, the claim will require wholesale sale approval.
Vehicles Involved in the Pilot
These vehicles will be involved in the pilot program:
Cadillac CTS, Pontiac Vibe, Hummer H2, Chevrolet SSR and Cadillac XLR and Medium Duty C4500-C~500 series. Some medium duty high frequency labor times have been studied and will be published.
Pilot Duration
The pilot will be evaluated throughout 2002 in order to determine whether it should continue and be expanded to other new vehicles. Dealer feedback and the impact of GM's warranty costs will be factors that determine whether the pilot should continue.
If you have any questions, please contact your Area Service Manager.
DISCLAIMER