CHRYSLER GROUP LLC

Tony BrendersV.P. Technical Service Operations

Mopar Service, Parts & Customer Care10-Jul-2013

LATAM UpdateTechnical Service Operations

CHRYSLER GROUP LLC

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Agenda

Technical Service Operations Organization

Recall & RRT Completion

Wiring Diagram Improvements

StarParts Improvements

Owner Information Process

Special Tools - Global Integration

New Vehicle Prep

Technical Assistance - eTeSeO Migration

CHRYSLER GROUP LLC

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Organizational Scope

Service Equipment &

Licensing

Technical Service

Development

Technical Assistance &

Product Support

Financial Controls

Operations Management

Service Engineering

Technical Service Operations enables the dealer body to provide the retail customer the ultimate service experience!

Warranty Operations

Technical Service Operations

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CHRYSLER GROUP LLC

Recall & RRT Completion

LATAM Recall Completion Trend

LATAM RRT Completion Trend

CategoryOVERALL

Argentina

Barbados Bolivia Brazil Chile Colom

biaCosta Rica

Dominican Republic

Ecuador

Guatemala

Honduras

Nicaragua

Panama

Paraguay Peru Puerto

Rico

US Virgin Islands

Uruguay

Target 62% 74% 65% 100% 52% 64% 75% 71% 72% 33% 60% 77% 69% 67% 70% 65% 68% 70% 73%

Actual 43% 16% 5% 100% 29% 21% 42% 65% 73% 0% 40% 72% 78% 14% 58% 69% 62% 54% 0%

% of Target 69% 21% 9% 100% 56% 33% 56% 92% 104% 0% 67% 94% 111% 21% 83% 106% 92% 78% 0%

Status

CategoryOVERALL

Argentina

Barbados Bolivia Brazil Chile Colom

biaCosta Rica

Dominican Republic

Ecuador

Guatemala

Honduras

Nicaragua

Panama

Paraguay Peru Puerto

Rico

US Virgin Islands

Uruguay

Target 70% 59% 72% 77% 76% 74% 61% 80% 74% 58% 81% 80% 79% 68% 81% 77% 64% 61% 63%

Actual 40% 49% 20% 68% 32% 41% 21% 91% 92% 5% 51% 77% 100% 58% 68% 83% 39% 0% 35%

% of Target 57% 84% 28% 88% 43% 55% 35% 113% 125% 9% 63% 97% 127% 85% 83% 108% 62% 0% 57%

Status

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CHRYSLER GROUP LLC

Recall & RRT CompletionTools

Recall & RRT Completion Reports• Market level reporting• Country level reporting• Dealer level reporting

‐ Completion Counts‐ Completion Targets‐ Lost Business Opportunity

CURRENT: LATAM Recall & RRT Completion Tools

INVESTIGATING: LATAM Recall & RRT Completion Tools

Inventory Service Actions

Service Action eAlerts

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CHRYSLER GROUP LLC

Wiring Improvement Strategy

Implement System View Wiring Diagrams

2014 WK, MK, BF Complete, all remaining vehicles to follow

Glass View Location Graphics

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CHRYSLER GROUP LLC

StarParts Improvements

Fix Parts Catalog Noun Names & Correct Mistakes

Implementing Closed Loop Process for Parts Specifying

Monthly Corrections Accumulative Corrections

Over 3,000 corrections

~15,000 Catalog Changes

FOCUS

CHRYSLER GROUP LLC

Owner InfoNew Process

New Process• Owner Information is sent to

international markets 30 Days prior to FIVIC‐ FIVIC: Specific date that First International

Vehicle is in Country

Owner Manuals delivered FASTER !!!

Average: 45 Days prior to FIVIC

CHRYSLER GROUP LLC

Essential Special Service Tool (ESST) Map Process

Global ESST Integration

Lead Vehicle Engineering Region

Responsibility• Developing all potential

Special Tools ‐ Based on their market service

repair strategy

Remaining Special Tool Teams

Responsibility• Developing additional

Special Tools ‐ Any that are necessary for their

market service repair strategy

Each ESST will be identified using the Global part

number and tracked in the Global Tool database

Additional Information• Tool prints and supporting tool documentation will be stored in Global Tool database • Each Special Tool team will build and deliver the Special Tools to their markets using normal

company processes

Concerns• Global Tool build not feasible due to taxes and shipping costs• Some tools may need to be adapted to meet market’s requirements• Vehicle timing may create tool lead time issues for Global development

CHRYSLER GROUP LLC2013 Special Tool Development (LATAM)

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

2013 Launch Schedule

wiTECH Diagnostic Extender

KL Tools (PTU, 948TE Transmission Kits

3.0L VM Diesel Engine Tools Kit (WK/DS)

3.0L VM Diesel Fuel Diag Kit (WK/DS)

Air Test Plate Adapter 948TE

3.0L FGA Diesel Engine Tool Kit (VF)

Tool Prints Available

May 1st

May 20th

Jul 1st

Aug 1st

Aug 19th

Dec 2nd

CHRYSLER GROUP LLCVIN Specific New Vehicle Prep Form

VIN Specific New Vehicle Prep Form

Current Situation• English Form Launched June 2012

‐ Argentina‐ Barbados‐ Bolivia‐ Brazil‐ Chile‐ Colombia‐ Costa Rica‐ Dominican

Republic‐ Ecuador‐ El Salvador

Next Steps• Provide Spanish & Portuguese form

‐ Translations provided 25-Jun-2013‐ Develop translated NVP form

‐ Guatemala‐ Honduras‐ Nicaragua‐ Panama‐ Paraguay‐ Peru‐ Puerto Rico‐ Uruguay‐ U.S. Virgin

Islands‐ Venezuela

CHRYSLER GROUP LLC

Current Status of eTeSeO Migration• Argentina, Brazil and Venezuela migrating from IDAW to eTeSeO (May - Dec, 2013)• Migration consist of a link in DealerCONNECT/TechCONNECT that directs Technician to Technical

Support (below)• The link is a button (Request Technical Assistance) that appears after a search has been done using a

VIN in TechCONNECT• The program that is used is eTeSeO, a FIAT Technical Support system that offers in language support• The Technical Assistance escalation process does not change

Technical Assistance Migration

CHRYSLER GROUP LLC

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• Feedback• Issue ID• Tracking/Status• Root Cause• Corrective Action• Clean Points• Monitoring• Escalation

eTeSeO Vehicle Escalation Process Flow

Global• Research• Issue Identification• Root Cause• Corrective Action• Escalation

Market• Research• Issue Identification• Root Cause• Corrective Action• eTeSeO Escalation

Regional• Research• Issue Identification• Root Cause• Corrective Action• Escalation• 24 Hour Reply• Sam Garcia - STAR

Market• Research• eTeSeO Escalation

STAR Center

• eTeSeO U.S.

‐ Problem vehicle

Dealer• Problem Vehicle‐ Star Case‐ TSB‐ RRT‐ eTeSeO

In Country Market Support

• Tech Advisors • Using eTeSeO

Auburn Hills• FTS U.S.• Engineering• CSTi

Market Meetings• Feedback • Issue ID• Tracking/Status• Root Cause• Corrective Action• Clean Points• MonitoringDealerCONNECT

Support First Level Support

Second Level Support

Third Level Support

STAR needs clear description of issue & actions taken.

Required for successful & quick support

CHRYSLER GROUP LLC

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• Vehicle Event History- Warranty Claims- CAIRs

• Problem Search

• eTeSeO‐ Single vehicle issue

Case Management

Brazil Argentina Venezuela

• Repair Orders• CAIRs• CAGRIS Reports• Company Car

Narratives• STAR ECCI/iDAW• CPS• CQI• PRESIGI / FEW• 3-36 Fleet• VCC

• Quality Narrative Analyzer‐ Searchable analytic

tool w/ “subscription” capabilities

• Customer Satisfaction Teams (CSTi)

• Monthly Current Production Quality Mtg (MCPQ)

• Issue ID• Tracking/Status• Root Cause• Corrective Action• Clean Points• Monitoring

• Quality Transmittals(Data Base)

• Weekly Meetings (Fiat)

TSO (2nd Level Support via U.S. Graz, STAR, FTS)

Corporate Quality

• First Level Support using eTeSeO

• Tech Advisors

Quality Issue Management

Field Actions• CSNs / Recalls• RRTs• TSBs

Single Vehicle Escalation Process – International

Issues Without a Solution Requiring Escalation

Feedback to Markets via Monthly Market Meetings (Documented in GSID)

Monthly Market Meetings

Markets

Global Service International Database (GSID)

Refer to Darrel’s email(next page)

CHRYSLER GROUP LLC

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Backup

CHRYSLER GROUP LLC

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Single Vehicle Escalation Process – Monthly Market Meetings

Communication Sent August 9, 2012

Clarify technical assistance support for CJDR vehicles in International Markets

Problem Escalation Process Flow

Please share ongoing feedback with Darrel Swindell / Lisa Sacino

CHRYSLER GROUP LLC

Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0

20

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23 1927

20 2317 18 22 24 23

18 2027

51

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4766

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36 3229

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2827

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1

APAC EMEA LATAM NAFTA

International STAR Monthly Case volume

Revision Date: 02-Jul-2013

CHRYSLER GROUP LLC

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1

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9

8

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1

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3

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Brazil Chile Costa Rica El Salvador Honduras Paraguay Puerto Rico

International STAR Monthly Case volume for

LATAM for June 2013

Revision Date: 02-Jul-2013

CHRYSLER GROUP LLC

Issue Tracking Latin America LATAM

Item Issue Date Opened Market Tracking Status Vehicles

InvolvedVehicle

Line MY Engine Comments

1

Excessive brake wear 01/24/13 ColumbiaBrazil

CAGRISWT2820SM049131

open JC 091011

all t2842gs 05/02/13: STAR case S1305000005 has been released on 05/01/13 to address this issue. Issue has be opened again to review STAR case S1305000005.The information in STAR case S1305000005 is accurate for all markets except Brazil market where this STAR case can´t be applied on some MY 2011 vehicles. The StarCase will be revised with some updated information and released again to DealerCONNECT. All other market can continue to use STAR case S1305000005 as a repair for the vehicles.

2

“clunk” noise coming from rear of vehicle when driving on rough roads or unpaved roads. It is confirmed the noise is produced by the rear shock absorber on 4x4 models WK, WD, WK SRT

1/31/13 open WK 111213

all t2842gs 06/28/13: Issue has been reopened per request from Dominican Republic market. Market is still facing clunk noise issues from the rear axle after installing revised shock absorbers. Some of the vehicles they have are already be equipped with shock absorbers from supplier TOKIKO which can´t be upgraded to shocks from ZF as per TSB 17-005-13. Issue is currently under investigation with service engineering.

3

Excessive tire wear on rear axle

04/19/13 Argentina CAGRISWT2820SM094131

open 7 JC 2012 2.4L t2842gs 06/24/2013: waiting for update from Argentina if new incidents have been found in market and if vehicles have been found with improperly torqued cam adjustment bolt for trailing arm

Issue Tracking Latin America LATAM

CHRYSLER GROUP LLC

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No start due to defective fuel

pump relay in TIPM

05/14/13 Brazil CAGRISWT0690BG07713

1WT2399RV13313

1Transmittal

19331GSID 010620413

open 82 WK 20112012

3.6L5.7L

The root cause is silicon outgassing out of the pcb conformal coating and depositing on the fuel pump relay contacts. Continental implemented a change at their facility in Guadalajara on March 22, 2013. Mopar stock needs to be purged.

5

RJ4 navigation system inoperative

06/28/13 Chile open 32 WK 2014 3.6L5.7L

t2842gs 06/28/13: Chile received 32 WK 2014 vehicles where the customer can not put in any destination in the navigation system. The navigation system shows the map and the correct position of the vehicle.t2842gs 07/01/13: Conference call was set up on 07/02 with radio engineering group to better understand the problem

CHRYSLER GROUP LLCCurrent Contacts Using IDAW

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Last Name First Name Title Country

Ayub Cesar Tech Advisor Chile

Garcia Samuel Star Int'l Agent USA

Reyes Eugenio Int'l Training Panama

Rojas Julio Trainer Costa Rica

Gonzalez Angel Technical Support & Certified Tech Puerto Rico

Delgado Roberto Distric Manager Puerto Rico

Lora Bienvenido Service & After Sales Manager Dominican Republic

Maceda Romel Technical Support Peru

Martinez Sebastian Technical Specialist Argentina

Rubiano Julio After Sales Manager Columbia

Scarbassi Pablo Technical Trainer Argentina

Kalachev Andrey Technical Specialist Russia

Rodriguez Frank Field Manager Columbia

Carraro Tiago Techical Services & Project Brazil

Santana Gomez Jose After Sales Field Rep Latin America

Hoepker Robert Costa Rica

Castillo Adrian Costa Rica

Varussa Rafael Brazil

Mercado Alvarado Miguel Mexico/LATAM

CHRYSLER GROUP LLCCurrent

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Chrysler Engineered/Manufactured Vehicles

LATAM System First Level SystemSecond Level System Third Level System

Quality Reporting System

Quality Reporting

Puerto Rico Dealer Connect Tech. Ass. TSO US Dealer Connect Tech. Ass. TSO US FTS Transmittal CST

Argentina eTeSeSo Market eTeSeSo TSO US Email TSO FTS Transmittal CST

Brazil eTeSeSo Market eTeSeSo TSO US Email TSO FTS Transmittal CST

Chile IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Colombia IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Peru IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Venezuela eTeSeSo Market IDAW TSO US Email TSO FTS Transmittal CST

Barbados IDAW Market eTeSeSo TSO US Email TSO FTS Transmittal CST

Bolivia IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

El Salvador IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Guatemala IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Ecuador IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Dominican Rep. IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Costa Rica IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Honduras IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Nicaragua IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Panamá IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Paraguay IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Uruguay IDAW Market IDAW TSO US Email TSO FTS Transmittal CST

Fifth Level

FIASO (Brazil) eTeSeSo Market eTeSeSo TeSeO Email/eTeSeO TSO US Email TSO FTS Transmittal CST

FAASA (Argentina) eTeSeSo Market eTeSeSo TeSeO Email/eTeSeO TSO US Email TSO FTS Transmittal CST