CONTACTS 
0201 - S & C Ford                           415 553 4400 fax or 800...
020101 - Mr. Ryan Pickering; Customer Service Manager =Telephone
020102 - Service Department
0202 - S & C Ford                           415 553 4400 fax or 800...
020201 - Mr. Steve Wainwright; Customer Service Manager =Telephone
020202 - Service Department
0203 - S & C Ford                           415 553 4400 fax or 800...
020301 - Mr. Charles R. Mori; Controller
020302 - scinfo@creative.net

SUBJECTS
Millie's Mercury Sable, 940423
Change Oil, Fix Mirror, Preventive Maintenance
Next Service Sticker
Safety Checks
Quality Care

0707 -    ..
0708 - Summary/Objective
0709 -
070901 - Follow up ref SDS 36 0000, ref SDS 35 0000.
070902 -
070903 - Submitted ref DIT 1 0001 making a claim for car rental refund on
070904 - invoice #54232, ref DRP 1 0001, received on 000413. ref SDS 33 1742 On
070905 - 000414 S&C invoice #33498 shows leaking hoses were repaired.
070906 - ref SDS 34 0001, that were originally noticed by S&C on 000324.
070907 - ref SDS 32 8111
070908 -
070909 -      [On 000714 called to follow up. ref SDS 37 0001
070910 -
070911 -      [On 000720 received letter from S&C. ref SDS 38 0001
070912 -
070913 - This letter develops a use case, or case study that provides lessons
070914 - learned in line with continual learning requirements of sound
070915 - management practice called out in ISO and other management standards,
070916 - reviewed on 950721. ref SDS 1 2846
070917 - ..
070918 - Next Repair Sticker is defective. ref SDS 36 6497 no claim for
070919 - money is made; request corrected sticker. ref DIT 1 0042
070920 -
070921 -      [On 000720 received letter from S&C. ref SDS 38 4410
070922 - ..
070923 - Multi-point inspection, ref SDS 36 2400, leads to claim of $900.
070924 - ref DIT 1 1927
070925 -
070926 -     On 000324 inspection says nothing about what was done, so request
070927 -     explanation of scope, ref SDS 32 2400, per question in the record
070928 -     on 000630. ref SDS 36 2400  See letter today. ref DIT 1 1927
070929 -
070930 -     On 000324 there was a separate invoice entry for lubing locks and
070931 -     checking door hinges, which was quoted at $10, and charged at
070932 -     $8.40. ref SDS 32 0852  Since this is part of Multi-Point
070933 -     inspection, should get credit of $8.40. ref DIT 1 1118
070934 -
070935 -         Illustrates advantage of SDS for organizing information over
070936 -         time that shows defective processes, which are not meaningful
070937 -         at the moment.
070938 -
070939 -     On 000630 work order says nothing about scope, but the invoice
070940 -     lists lubricating locks and checking door hinges, and there is no
070941 -     charge for this work, conflicting with the policy announced on
070942 -     000324. ref SDS 36 0852
070943 -
070944 -     On 000630 service also lists under this scope...
070945 -
070946 -         CK ALL LIGHT WIPERS HORN.
070947 -         LUBED ALL DOOR LOCKS,
070948 -         CK ALL FLUID AND ADDED IN LEVEL OK,
070949 -         CK THE BELT HOSES OK,
070950 -         RECOM CK
070951 -         THE LT/REAR BRAKE LIGHT IS OUT
070952 -
070953 -     Again, there is no charge for this work. ref SDS 36 2400
070954 -
070955 -     It appears to be the same scope that was formerly performed as
070956 -     part of a vehicle seasonal safety check, for example reported on
070957 -     990507. ref SDS 6 2400
070958 -
070959 -     Some of this scope is included in the Quality Care report. For
070960 -     example there is a comment about a brake light being broken on the
070961 -     Quality Care report.  The report does not indicate if this is a
070962 -     single person who does all of this work, or if there is a separate
070963 -     Quality Care check to provide redundancy metrics.
070964 -
070965 -      ..
070966 -     Rear brake light needs to be repaired
070967 -
070968 -     There is no notice by S&C Service Advisor that the left rear brake
070969 -     light needs to be replaced. ref SDS 36 4972 Possibly because there
070970 -     is another rear brake light that will work until the next service.
070971 -     ref DIT 1 1280
070972 -
070973 -         [On 001106 S&C does not report fixing this problem.
070974 -         ref SDS 39 UQ4H
070975 -
070976 -     It is not clear from the record that S&C has a process to schedule
070977 -     pending issues, in this case the broken brake light, for work
070978 -     tasks on the next service.  Therefore, the impression is that a
070979 -     mistake occurred in procedure by failing to fix the light during
070980 -     this service.
070981 -
070982 -     We fixed the mirror, that S&C failed to perform. ref SDS 36 1260
070983 -
070984 - List work on 990507 to illustrate practice of notifying customer about
070985 - need for notice that issues discovered during preventive maintenance
070986 - require immediate attention. ref SDS 6 0001
070987 -
070988 -
070989 -  ..
070990 - Claim for car rental, and emergency repair refund
070991 -
070992 - Radiator, Heater Air Conditioner Hoses - Okay. ref SDS 36 9954
070993 -
070994 - Engine Cooling System, Hoses, Clamps. ref SDS 36 6661
070995 -
070996 -    These two records, further summarized on 000630, ref SDS 36
070997 -    8111, indicate the work on 000324 was done incorrectly and caused
070998 -    rework on 000414 for emergency repairs, which caused extra cost,
070999 -    including car rental. ref SDS 33 0001
071000 -
071001 -
071002 - Visually inspect battery and clean terminals (if required),
071003 - ref SDS 36 2221,
071004 -
071005 - Visually inspect for oil/fuel leaks, ref SDS 36 8111
071006 -
071007 -     This section shows continual conflict between reporting systems.
071008 - ..
071009 - Rotate tires extra charge of $12. ref SDS 36 2025
071010 - ..
071011 - Brake inspection suspect. ref SDS 36 3483
071012 -
071013 -    Cite change in units of measure for brake linings that is similar
071014 -    to problem with NASA ship that crashed on Mars, reported 991001.
071015 -    ref SDS 25 0001
071016 -
071017 - Cite national initiative to reduce medical mistakes. ref SDS 30 0001
071018 -
071019 - Cite anlaysis on 990924, ref DIP 1 0001, showing the cause of
071020 - continual bumbling, and identifying communication as the biggest risk
071021 - in enterprise. ref SDS 24 0001
071022 -
071023 - The next day, I called and talked to Charles, letting him know I am
071024 - sending him a letter.  He requested a fax.  I explained I am sending
071025 - a printed copy, and also sending him a letter via email.  Charles
071026 - said he does not have an email address, so we can use the address at
071027 - scinfo@creative.net
071028 -
071029 - Charles said he would have this printed from email and sent to him. I
071030 - encouraged him to read the material on web to save time. ref DIT 1
071031 - 3840
071032 -
071033 -
071034 -
071035 -
071036 -
071037 -
0711 -