Condition of shipments is one of the most significant drivers of satisfaction for our dealers – understandably, dealers want their parts to arrive in good condition. This is a key differentiator for genuine parts versus the aftermarket. Yet, this is also an area where we as an industry consistently underperform, with fairly low satisfaction across the industry on average. While there are several factors that influence the ultimate condition the parts are in when they arrive at the dealer, packaging is perhaps the one where OEMs have the most influence.
Good quality packaging is often the difference between an intact part and a happy dealer and customer versus a damaged part and an unhappy dealer and customer. During this Focus Day, we will dig deep into the practices surrounding quality packaging processes, including items such as materials used, internal vs. external processes, network flows, transportation modes, dealer storage & handling, and OEM policies for damage claims.