CONTACTS 
0201 - S & C Ford                         415 553 4400 fax or 800...
020101 - Ms. Barbara Stone; Service Representative; Service Department

SUBJECTS
Millie's Mercury Sable, 940423
Change Oil, safety check, trunk net
Change Oil, Rotate Tires, Fix back door, Brake Lining
Continual Learning

0706 -    ..
0707 - Summary/Objective
0708 -
070801 - Followed up work at ref SDS 16 line 54, and at ref SDS 14 line 53.
070802 -
070803 - Had oil changed.  Got recommendation for 30K mile service; research
070804 - showed this has mostly already been done.  No more work is needed
070805 - until next oil change.  S&C continues to have difficulty creating a
070806 - consistent record that is understandable and traced to original
070807 - sources.
070808 -
070809 -
070810 -
070811 -
0709 -
0710 -
0711 - Discussion
0712 -
071201 - Talked to Barbara Stone.  Received work order #248209
071202 -
071203 - We are having the oil changed because the car has reached the mileage
071204 - shown for an oil change, last performed at ref SDS 4 line 76, and ref
071205 - DRP 3 line 42.
071206 -
071207 - Millie wants a cargo net for the trunk to keep things from moving
071208 - around while driving.  I asked Barbara if we can get one from S&C.
071209 - She said the Parts department can help us.
071210 -
071211 - I went in and met Bob Meeks at the Parts Department customer desk. He
071212 - used a computer catalog to locate a net that requires certain type of
071213 - hooks in the truck frame.  I did not recall seeing them, so I asked
071214 - Barbara to take a look.  She could not find the type of hooks shown in
071215 - S&C's computer catalog, but did locate small rivet type fasteners on
071216 - either side of the trunk. She said these can be used to fasten a trunk
071217 - net, and mentioned something about a Mustang trunk design.  I went
071218 - back and told Bob about our findings.  He searched further and found
071219 - the same net we saw earlier can be fastened with an alternate
071220 - mechanism.  I said we will buy it if S&C can install it. Bob asked me
071221 - to coordinate with Barbara to have the work added to our repair order.
071222 -
071223 - I talked to Barbara.  She prepared another work order that includes an
071224 - item to see Bob Meeks in Parts about trunk net.
071225 -
071226 -
071227 -  ..
071228 - Brake Lining Report
071229 -
071230 - I asked Barbara about the investigation of conflicting reports on
071231 - brake linings which Larry was pursuing on 951006, ref SDS 6 9649, as
071232 - set out in our letter on 951023, ref DIP 2 0754
071233 -
071234 - Barbara recalled our discussion on 951030. ref SDS 10 5722.
071235 -
071236 - Barbara said Larry is still following this up.  It can take several
071237 - weeks to get reports of engineering analysis from Ford.  She wrote on
071238 - the original work order that...
071239 -
071240 -            Customer asked about status on brake lining inquiry
071241 -            from Larry @ 7:34 11-21-95
071242 -
071243 -   .., ref DRT 1 5891; however, when Barbara prepared the workorder
071244 -   "reprint" she did not include the above note.
071245 -
071246 -   When I called Barbara this afternoon about the recommendation for a
071247 -   30K mile service (see below at 1433), I asked about whether the
071248 -   record is adequate in light of the above scenario.  She said the
071249 -   first work oder that has her hand written notation stays in the
071250 -   permanent record and will get to the attention of S&C management for
071251 -   follow up action.
071252 -
071253 -       What follow up action was taken??
071254 -
071255 -
071256 -
0713 -
0714 -
0715 - 1148 received call from Millie
0716 -
071601 - She said Barbara called her at work and said the net will cost over
071602 - $200 and S&C would have to order it.  Millie decided to cancel the
071603 - order.
071604 -
071605 -
071606 -
071607 -
0717 -
0718 -
0719 - 1400 Picked up the car
0720 -
072001 - Received completed invoice ref DRT 1.  The actual cost is $33.86.
072002 -
072003 -
072004 -  ..
072005 - 30K Mile Service Recommended for Car with 40K Miles
072006 -
072007 - There is a notice in the invoice that says...
072008 -
072009 -     38707 TECH 390 PER CURRENT MILES RECOMMEND TO REPLACE ALL COOLING
072010 -     SYSTEM HOSES DRIVE BELT AC LEAK TEST REPLACE FUEL AND AIR FILTERS
072011 -     S&C 30K SERVICE, ref DRT 1 7922
072012 -
072013 -   The car has nearly 40K miles, yet S&C is recommending a 30,000 mile
072014 -   service that covers several things, some or all of which have been
072015 -   done on prior service visits.
072016 -
072017 -        Comment
072018 -
072019 -        This reflects the challenge of cultural change.  S&C is having
072020 -        difficulty setting out the record in a manner that makes it a
072021 -        worthwhile resource.
072022 -
072023 -        This was raised on 950407. ref SDS 2 7777
072024 -
072025 -        We wrote to S&C about this at ref DIP 1 line 31.
072026 -
072027 -
072028 -   Questions
072029 -
072030 -   What is the standard S&C 30K mile service?
072031 -
072032 -      Is it in an S&C publication?
072033 -
072034 -      How does it relate to Ford's recommendations?
072035 -
072036 -
072037 -   What portion, if any, has already been performed in prior service?
072038 -
072039 -      Spark plugs were replaced and timing adjusted in Apr 95, per ref
072040 -      SDS 2 line 106.  This was performed under an order for a standard
072041 -      30K service, ref SDS 1 line 61.
072042 -
072043 -      The serpintine belt was changed in Jul 95 at ref SDS 3 line 68
072044 -      under S&C's invoice 242895, ref DRP 2 line 43.
072045 -
072046 -      There was a "Power Steering Flush" identified as "30K Mile
072047 -      Service" at ref SDS 3 line 87, under S&C's invoice 242895, ref
072048 -      DRP 2 line 78.
072049 -
072050 -   Was all of the 30K mile service performed, and if not how was it
072051 -   determined what portion was done previously?
072052 -
072053 -
072054 -   What did the inspection today show needs to be done?
072055 -
072056 -
072057 -   How much does it cost to perform the work that needs to be done?
072058 -
072059 -
072060 -   How do we get notified of the need for service prior to picking up
072061 -   the car and finding more work is needed, so we can authorize
072062 -   everything to be performed in a single service operation?
072063 -
072064 -
072065 -
072066 -
0721 -
0722 -
0723 - 1433 called Barbara
0724 -
072401 - She reviewed the record and found we have done most of the 30K mile
072402 - service items in April and July.
072403 -
072404 - She feels the recommendation is merely an observation about mileage
072405 - and those items not previously performed can last another 30K miles.
072406 - Barbara will visit with the mechanic who made the recommendation and
072407 - review with that person the vehicle service record.
072408 -
072409 - She will issue a supplemental invoice to show their determinations of
072410 - any additional items that need service under the 30K mile program. If
072411 - they feel we need to proceed with additional work now, she will call
072412 - to alert us.
072413 -
072414 -      [See receipt of a document at ref SDS 18 line 74.]
072415 -
072416 - She expects the result in this case will be that since the visual
072417 - inspection did not reveal any impairment of hoses or other parts, that
072418 - we can defer further action until the next oil change when another
072419 - inspection can be made to see if more service is needed.
072420 -
072421 - Barbara agreed we should be notified promptly when additional work is
072422 - needed so we don't have to bring the vehicle back, since this doubles
072423 - the management and administration cost.  She said this is the practice
072424 - S&C strives to accomplish.
072425 -
072426 - Scheduled receipt of supplemental invoice for 951128.
072427 -
072428 -      [See receipt of a document at ref SDS 18 line 74.]
072429 -
072430 -
0725 -