Navistar hosted MAPconnected members to their Parts Return and Product Review Center near San Antonio, Texas for a half-day facilitated benchmark session to tour and review their processes along with networking dinner on the Riverwalk.
7 OEM Participants: BraunAbility – Caterpillar – Cummins – Ford – GM – Navistar – Nissan
This busy center supports their team to achieve recovery goals and processes 40k-50k warranty claims returned from service locations annually. During this informative half-day session and dinner we benchmarked processes as we observed Navistar’s best-in-class warranty systems and processes including:
- Receipt, handling, and inventorying of returned warranty parts
- Reviews of Individual Components and Part Testing which supports their quality and supplier recovery processes.
- A high level review of their overall warranty claim process, including dealer input screens and OEM claim processing