Isuzu Parts Business Manual - Foundation

Isuzu Parts Business Manual - Foundation

• Isuzu aims to lead in transportation, commercial vehicles, and diesel engines.
• The company focuses on customer support and environmental respect.
• Isuzu continuously seeks to support customers and maximize vehicle uptime.
• The parts business is crucial in after-sales services, providing solutions for customers' needs throughout the vehicle's life cycle.
• Consistent and reliable services are essential, based on the parts business standard.
• The manual explains how to perform day-to-day parts business operations to build skills and improve service quality for customers' vehicle needs.

Table of contents

• Mission of Parts Business on page 5.
• Products information starts on page 15.
• Parts Business Functions and Processes begin on page 19.
• Sales activities begin on page 24.
• Sales Order information starts on page 30.
• Purchase Order processes are on page 34.
• Goods Receipt and Putaway begins on page 38.
• Delivery processes start on page 40.
• Claims Handling is discussed on page 42
• Invoicing and Payment Collection on page 44
• Inventory Management on page 46.
• Warehouse Management on page 54.
• Continuous Improvement on page 60
• Parts Technical Information on page 63.
• Business etiquette (Japanese style) information is found on page 74.
• How to read genuine part labels information is listed on page 76

Mission of Parts Business

• Aims to maintain a steady sale and supply of Isuzu Genuine Parts to support customer vehicle uptime.
• Operations focuses on maximizing uptime.
• High-quality parts are essential.
• Providing the correct quantity of parts at the right time is crucial.
• Non-Genuine Parts, which are of lower quality, pose risks to customer vehicle uptime.
• Isuzu Genuine Parts are provided to all customers, ensuring vehicles run at optimum quality, enabling achievement of target profits.
• Two main sales channels: external (front, active, wholesale, and direct) and internal (back, passive, with vehicle sales or services).
• Front sales are divided into wholesale and direct sales with various distribution channels.
• Strives to maximize Isuzu vehicle uptime globally by delivering essential parts for repair and maintenance.
• Focus on preventing lost opportunities to improve sales and increase Parts share.

Products

• Parts divided into parts, accessories, oil, and others to accommodate user needs.
• Parts include maintenance parts with regular replacement filters and linings such as oil, air, fuel, clutch disc, etc
• Parts available for interior/exterior repairs, panels/bumpers and shock absorbers. Turbocharges, cooling system components, radiators included
• Genuine accessories developed specifically for Isuzu vehicles by ICL.
• Genuine accessories are available for D-MAX, mu-X, N series, F series and C&E series.
• Accessories improve parts revenue with new sales
• General-purpose vehicle accessories includes extinguishers/chemicals. These can be used in other OEM vehicles.

Isuzu products vs non-Isuzu

• Isuzu parts have specific drawing designs approved by Isuzu engineering.
• Parts meet Isuzu quality standards.
• Isuzu BEST VALUE PARTS meet Isuzu Motors Limited standards.
• BEST VALUE PARTS nearly mirror quality and performance.
• Problems arise with fitting, performance, uncertain quality materials, or lack of supply stability with non-Isuzu parts.
• Non Isuzu parts often cheaper but may not meet quality standards.

Functions and Processes

• The "Parts Business" provides the overall flow for parts business.
• Key parts are sales activities and orders, direct orders, and supplier roles.
• Warehouse management is a part of the cycle, from quality control to picking/packing.
• Inventory is also managed by forecast, purchase order, and assessment.

Sales Activities

• Vital steps are building relationships, improving customer skills, and product knowledge.
• Channels include internal communication, customer visits, and understanding sales trends.
• Activities include planning monthly, sales promotions, and analysis.
• The five-step plan includes having a good understanding of the customer.
• Being on time and keeping the customer informed.
• Understanding their customers' needs.
• The goal is to be the customers preferred supplier.

Sales Order

• Sales orders begin with taking the customer's order by confirming parts and bills.
• Sales data is entered for demand forecasts in order to optimize inventory control.
• Data is identified by Normal Flow to ensure a proper forecast.
• Sales should also be logged by the order type and nature in the system.

External Sales

• When creating a sales order, confirm items/necessary items on the form.
• Also confirm party to which the order slip should be sent.

Internal Sales

• Internal sales orders are sorted for input into the sales database.
• If items disturb the forecast if counted (one time one customer), dont count or add to the sales forecast.

Purchase Order

• This confirms the customer is informed of the correct delivery date.
• Orders are placed immediately after confirming sales as needed.
• It enables the vehicle to be fixed in a timely manner.

Delivery

• This confirms with customers about their delivery,
• Verifies it matches their schedule.
• It also confirms that all items on the order are shipped.
• When the delivery date is not accepted but the customer requests adjustments.
• This confirms the sales order to the delivery company/persons.

Receipt and Putaway

• Steps for confirming correct part number/quantity delivered parts: receive and check delivery and inventory.
• Recording of info is undertaken only after binning of components.
• Info needs to be correct otherwise warehouse cannot supply products immediately.

Delivery

• Delivery consists of confirming order and delivering it on time
• Need to confirm customer is available to minimize errors.
• Set-up the most efficient transport rout for the customer.
• Set efficient routes and find alternate paths.

Claims Handling

• There are several types of claims that the customer may make. These range from parts supply, to missing or damaged goods
• Over or short shipping for products that are shipped to customers.
• Incorrect shipping/catalog mistakes.

Process Handling

• Is vital to immediately acknowledge mistake and put a preventative plan in place.
• Use claim as an opportunity to tighten the relationship.

Invoicing

• Record the proper invoiced data and ensure payments on time.
• Record all sales invoices.

Data

• To correct data, a timeline is set up for data gathering.
• All info is stored into a datasheet.
• Adjust any customer data so shipping can be expedited.

Inventory Management

• Inventory is managed by a team working towards an appropriate inventory level.
• Appropriate analysis based on current and historical data.

Customer Needs

• It is paramount to meet delivery times/schedules.
• An inventory that does not match customer needs is problematic.

Stock Control

• A lack of stock control leads to loss of market value from customer.
• Excess stock is a negative drag on all financial operations.
• Stock should be regularly reviewed, and at least every 6 months for accuracy.

Inventory Management

• Inventory should be reviewed according to an ABC analysis to forecast inventory trends.
• Make purchase orders based on delivery times/cycles to meet the customer's demands.
• There should have high fill rates to facilitate movement of stock to reduce logistical turnaround.

Inventory Turnover

• There is a thought process to find the balance to limit excessive inventory during delivery to restrict costs.

Proper Management

• Inventory must be tracked and recorded in both paper and digital formats.
• Data should incorporate all shipping documents and methods.

Safety Stock

• Stock should be tracked in quantities that can manage normal demand rates.
• Total stock should reflect all activity in the warehouse.

Warehouse Managment

• Warehouse control is a must to ensure timely and appropriate inventory stocking.
• Controls ensure accountability as inventory is moved.
• Take inventory regularly and document it!
• High-quality products are a goal in inventory control.
• Implement the 5S activities.
• Sort equipment needs for timely action.
• Equipment is defined (shelves or boxes).
• Set and maintain high standards.