2005 Detroit Diesel

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2005 Detroit Diesel Powered By Docstoc
					Dealer Attitude Survey
     of Suppliers
      2008 Results
                                                2


Dealer Attitude Survey of Suppliers

   Annual Survey (1993 - 2008)
   Mailed to Franchised New Heavy-duty Truck
    Dealers in the U.S.
   Dealer Evaluates Only His/Her Suppliers
   Results are Independently Tabulated
                                                               3

Survey Demographics - Response Rate
by OEM Truck Franchise
      Sterling
                                 27.8%


  Western Star
                                25.1%


        Volvo
                             21.5%


         Mack
                             21.1%


   Freightliner
                             20.5%


      Peterbilt
                      14.4%


  International
                     12.3%


    Kenworth
                   9.2%
                                               2007     2008

              0%          20%            40%      60%
                                                                              4

   Survey Demographics - Response
   Rate by Largest OEM Truck Franchise*
                                        Mack
                                        17%            Peterbilt
                                                         8%
              Kenworth
                 7%                                                Sterling
                                                                     8%



                                                                      Volvo
                                                                       8%
       International
            17%



                                                              Western Star
                         Freightliner                             7%
                             13%                   Other
                                                   15%

*Dealer self-identified largest volume franchise
                                                                                                         5


 Survey Responses
                   400                                                              3400

                                                                                    3100
Surveys Returned




                   350
                                                                                    2800




                                                                                           Evaluations
                   300                                                              2500
                                                                                    2200
                   250                                                              1900
                                                                                    1600
                   200        Surveys
                                                                                    1300
                              Evaluations
                   150                                                              1000
                     1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
                                                         6


Market Segments

   Engine Supplier      Caterpillar, Cummins, Detroit
                         Diesel, Mack, Volvo

   Component Supplier   ArvinMeritor, Roadranger

   Total Supplier       ArvinMeritor, Caterpillar,
                         Cummins, Detroit Diesel,
                         Mack, Roadranger, Volvo
Warranty and Policy
                                                                8
  Warranty and Policy (Part 1 of 3) - Rate your
  engine and component manufacturer’s warranty
  policies and processing with respect to:

                                                International
                                                '08

 Standard Repair
     Times                                      International
                                                '07


                                                Mack '08



                                                Volvo '08
   Ease of Claims
    Submission

                                                Engine
                                                Supplier '08


                    2   3   4   5   6   7   8

Sv1a,Sv1b
                                                                       9
  Warranty and Policy (Part 2 of 3) - Rate your
  engine and component manufacturer’s warranty
  policies and processing with respect to:
                                                       International
                                                       '08

    Timely Settlement
       of Claims                                       International
                                                       '07


                                                       Mack '08



                                                       Volvo '08
    Warranty Admin.
   Training, If Utilized

                                                       Engine
                                                       Supplier '08


                           2   3   4   5   6   7   8



Sv1c, Sv1d
                                                                      10
    Warranty and Policy (Part 3 of 3) - Rate your
    engine and component manufacturer’s warranty
    policies and processing with respect to:

                                                      International
                                                      '08


   Margins on Repairs
                                                      International
                                                      '07


                                                      Mack '08




    Fairness of Out-of-                               Volvo '08
     Warranty Policy
        Settlements
                                                      Engine
                                                      Supplier '08


                          2   3   4   5   6   7   8


Sv1e, Sv1f
                                                    11


Warranty and Policy Index
   Standard repair times
   Ease of claims submission
   Timely settlement of claims
   Warranty administration training, if utilized
   Margins on repairs
   Fairness of out-of-warranty policy
    settlements
                                                                     12


Warranty and Policy Index Ranking
                  2007

            Mack 67.5                                 65.4
           Volvo 67.0                               63.1
    Detroit Diesel 49.1                      55.8
     Roadranger 51.6                        53.4
TOTAL SUPPLIER 52.4                     53.1
       Cummins 53.3                    52.4
       Caterpillar 47.7              49.5
     ArvinMeritor 46.2          47.7

                      30   40   50             60          70   80
                                                                           13

Warranty and Policy Index -
By New Class 8 Sales Volume
   70

                62.8                    61.7
                           59.3
   60


                                                       50.0
   50
                                                              Number of
                                                   5          responses
           52            24        10
                                                              2007 Score
                                                   75.6
           71.6          77.4      60.4
   40
        60 Vehicles     61-120    121-240       More than
          or Less      Vehicles   Vehicles     240 Vehicles
                                                                     14


Warranty and Policy Index
80
                                                     International


70                                                   Mack



                                                     Volvo
60

                                                     Engine
                                                     Supplier
50

                                                     Highest Score
                                                     (Mack)
40
 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
Service
                                                                   16
   Service Support/Training (Part 1 of 2) – If utilized,
   rate your engine and component manufacturer’s
   service support/training with respect to:

                                                   International
                                                   '08
   Expertise Gained
   by Technicians at
                                                   International
    Service Schools                                '07


                                                   Mack '08



                                                   Volvo '08
   Accessibility of
  Technical Training

                                                   Engine
                                                   Supplier '08


                       3   4   5   6   7   8   9



Sv2a, Sv2b
                                                                     17
   Service Support/Training (Part 2 of 2) – If utilized,
   rate your engine and component manufacturer’s
   service support/training with respect to:

                                                     International
                                                     '08

   Direct and Indirect
    Cost of Training                                 International
                                                     '07


                                                     Mack '08



    Effectiveness of                                 Volvo '08
   Technical Support
   at Dealership in a
    Timely Manner
                                                     Engine
                                                     Supplier '08



                         3   4   5   6   7   8   9


Sv2c, Sv2d
                                                               18
   Field Service Representatives (Part 1 of 2) – Rate
   your engine and component manufacturer’s field
   service representative with respect to:

                                               International
                                               '08

    Technical
    Expertise                                  International
                                               '07


                                               Mack '08



                                               Volvo '08
 Accessibility

                                               Engine
                                               Supplier '08


                 2   3   4   5   6   7    8


Sv3a, Sv3b
                                                                19
   Field Service Representatives (Part 2 of 2) – Rate
   your engine and component manufacturer’s field
   service representative with respect to:

                                                International
                                                '08


 Responsiveness
                                                International
                                                '07


                                                Mack '08



                                                Volvo '08
  Out-of-Warranty
  Policy Fairness

                                                Engine
                                                Supplier '08


                    2   3   4   5   6   7   8


Sv3c, Sv3d
                                                                     20


Service Index
    Service Support/Training
        Expertise gained by technicians at service schools
        Accessibility of technical training
        Direct and indirect cost of training
        Effectiveness of technical support at the dealership in a
         timely manner


    Field Service Representatives
        Technical expertise
        Accessibility
        Responsiveness
        Out-of-warranty policy fairness
                                                                          21


Service Index Ranking
                  2007

            Mack 73.7                                              75.5
           Volvo 72.5                                       69.3
    Detroit Diesel 62.7                                   66.9
     Roadranger 61.6                               61.6
TOTAL SUPPLIER 58.8                           59.1
       Caterpillar 59.9                      57.6
       Cummins 51.2                         56.2
     ArvinMeritor 50.0               50.0

                      30   40   50          60            70        80
                                                                              22

Service Index --
By New Class 8 Sales Volume
   80                         73.9
                70.0
   70

   60                                      54.5

   50                                                     43.8

   40                                                            Number of
                                                                 responses
           52            24           10              5
                                                                 2007 Score
           75.4          75.6         71.8            89.5
   30
        60 Vehicles     61-120       121-240       More than
          or Less      Vehicles      Vehicles     240 Vehicles
                                                                     23


Service Index
80
                                                     International



                                                     Mack
70

                                                     Volvo



60                                                   Engine
                                                     Supplier


                                                     Highest Score
                                                     (Mack)
50
 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
Parts
                                                                   25
    Parts Support/Training (Part 1 of 3) – Rate your
    engine manufacturer’s parts support/training with
    respect to:

                                                   International
                                                   '08

     Expertise Gained
    by Parts Personnel                             International
                                                   '07


                                                   Mack '08



                                                   Volvo '08
     Accessibility of
    Technical Training

                                                   Engine
                                                   Supplier '08


                         3   4   5   6   7     8


Pt1a, Pt1b
                                                                 26
   Parts Support/Training (Part 2 of 3) – Rate your
   engine manufacturer’s parts support/training with
   respect to:

                                                 International
                                                 '08


                                                 International
                                                 '07


   Direct and Indirect                           Mack '08
    Cost of Training


                                                 Volvo '08



                                                 Engine
                                                 Supplier '08



                         3   4   5   6   7   8


Pt1c
                                                                  27
    Parts Support/Training (Part 3 of 3) – Rate your
    engine manufacturer’s parts support/training with
    respect to:

                                                  International
                                                  '08

   Technical Support
   of Parts Questions                             International
                                                  '07


                                                  Mack '08



       Utility and                                Volvo '08
    Accuracy of Parts
      Catalogs (All
        Formats)
                                                  Engine
                                                  Supplier '08



                        4   5   6     7       8


Pt1d, Pt1e
                                                                   28
    Field Parts Representatives (Part 1 of 2) – Rate
    your engine manufacturer’s field parts representative
    with respect to:

                                                   International
                                                   '08
      Technical
      Expertise                                    International
                                                   '07


                                                   Mack '08



                                                   Volvo '08
   Accessibility

                                                   Engine
                                                   Supplier '08



                   4   5     6        7        8


Pt2a, Pt2b
                                                                   29
   Field Parts Representatives (Part 2 of 2) – Rate
   your engine manufacturer’s field parts representative
   with respect to:

                                                   International
                                                   '08


                                                   International
                                                   '07


   Responsiveness                                  Mack '08



                                                   Volvo '08



                                                   Engine
                                                   Supplier '08



                    4   5     6       7        8



Pt2c
                                                                    30

      Parts Fill Rate – Rate your engine manufacturer’s
      parts fill rate:

                                                    International
                                                    '08


                                                    International
                                                    '07



  Parts Fill Rate                                   Mack '08



                                                    Volvo '08



                                                    Engine
                                                    Supplier '08


                    5    6           7          8

Pt3
                                                                   31
    Parts Distribution (Part 1 of 3) – Rate your engine
    manufacturer’s parts distribution system with respect
    to:

                                                   International
                                                   '08

        Processing of
        Stock Orders                               International
                                                   '07


                                                   Mack '08



                                                   Volvo '08
    Processing of
  Emergency Orders

                                                   Engine
                                                   Supplier '08


                        5   6    7        8

Pt4a, Pt4b
                                                                   32
    Parts Distribution (Part 2 of 3) – Rate your engine
    manufacturer’s parts distribution system with respect
    to:
                                                   International
                                                   '08
   Efficiency of Parts
   Ordering/Tracking/
      Cancellation                                 International
         Systems                                   '07


                                                   Mack '08



  Responsiveness of                                Volvo '08
  Order Management
         Staff
                                                   Engine
                                                   Supplier '08



                         5   6   7        8


Pt4c, Pt4d
                                                                   33
   Parts Distribution (Part 3 of 3) – Rate your engine
   manufacturer’s parts distribution system with respect
   to:

                                                   International
                                                   '08


                                                   International
                                                   '07


   Annual Parts                                    Mack '08
  Return Program


                                                   Volvo '08




                                                   Engine
                                                   Supplier '08



                   3   4   5     6      7      8

Pt4e
                                                                34


Parts Index
    Parts Support/Training
        Expertise gained by parts personnel
        Accessibility of technical training
        Direct and indirect cost of training
        Technical support of parts questions
        Utility and accuracy of parts catalogs (all formats)
    Field Parts Representatives
      Technical expertise
      Accessibility
      Responsiveness
                                                                     35


Parts Index (continued)

     Parts Fill Rate
     Parts Distribution System
       Processing of stock orders
       Processing of emergency orders
       Efficiency of parts ordering/tracking/cancellation systems
       Responsiveness of order management staff
       Annual parts return program
                                                                   36


Parts Index Ranking

                   2007

            Mack 74.9                                  73.1
           Volvo 76.5                               69.4
    Detroit Diesel 58.1                      65.4

ENGINE SUPPLIER 63.2                        63.1

        Cummins 59.4                  60.7
       Caterpillar 59.6              59.7

                      40   50   60             70             80
                                                                              37

Parts Index -
By New Class 8 Sales Volume
                67.0
   70                         65.2
                                           61.1
   60

   50
                                                          40.0
   40                                                            Number of
                                                                 responses
           52            24           10              5
                                                                 2007 Score
           76.1          76.0         67.2            84.4
   30
        60 Vehicles     61-120       121-240       More than
          or Less      Vehicles      Vehicles     240 Vehicles
                                                                     38


Parts Index
80
                                                     International



                                                     Mack
70
                                                     Volvo



60                                                   Engine
                                                     Supplier


                                                     Highest
                                                     Score
                                                     (Mack)
50
 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
Website
                                                                 40

   Website (Part 1 of 2) – Rate your engine and
   component manufacturer’s website with respect to:

                                                 International
                                                 '08


 Usefulness
                                                 International
                                                 '07


                                                 Mack '08




   Product                                       Volvo '08
 Information
   Provided
                                                 Engine
                                                 Supplier '08


               4   5      6        7         8



Ex5a, Ex5b
                                                                     41

   Website (Part 2 of 2) – Rate your engine and
   component manufacturer’s website with respect to:

                                                     International
                                                     '08


                                                     International
                                                     '07


       Service Information                           Mack '08
            Provided


                                                     Volvo '08



                                                     Engine
                                                     Supplier '08



                             3   4   5   6   7   8


Ex5c
                                  42


Website Index

  Website usefulness
  Product information provided
  Service information provided
                                                                 43


Computer Systems Index Ranking
                 2007
                 6
          Mack 67.4                                  73.0
          Volvo 71.4                                72.1
   Detroit Diesel 64.1                             71.2
    Roadranger 64.7                        65.8
TOTAL SUPPLIER 63.8                        65.5
      Cummins 62.1                         65.4
      Caterpillar 63.6                62.7
    ArvinMeritor 58.8               60.3

                     40   50   60             70            80
                                                                              44

Website Index -
By New Class 8 Sales Volume
   80
                75.0

                                                          70.0
   70                         67.4


                                           60.0
   60
                                                                 Number of
                                                                 responses
           50            26           10              5
                                                                 2007 Score
           78.0          83.1         59.0            85.0
   50
        60 Vehicles     61-120       121-240       More than
          or Less      Vehicles      Vehicles     240 Vehicles
                                                                                45


Website Index
80
                                                                International



                                                                Mack
70

                                                                Volvo



60                                                              Engine
                                                                Supplier


                                                                Highest Score
                                                                (Mack)
50
 2000   2001   2002   2003   2004   2005   2006   2007   2008
Overall Attitudes
                                                                47
   Supplier-Dealer Relations (Part 1 of 2) – Rate your
   engine and component manufacturers with respect
   to:

                                                International
                                                '08
   Consideration of
    Truck Dealers'
                                                International
        Input                                   '07


                                                Mack '08




   Effectiveness of                             Volvo '08
        Sales
   Representatives
                                                Engine
                                                Supplier '08


                      3   4   5   6   7   8


Ex1a, Ex1b
                                                                 48
   Supplier-Dealer Relations (Part 2 of 2) – Rate your
   engine and component manufacturers with respect
   to:

                                                 International
                                                 '08


                                                 International
                                                 '07

     Your Overall
   Satisfaction With                             Mack '08
  Company Policies
   and Procedures

                                                 Volvo '08



                                                 Engine
                                                 Supplier '08


                       3   4   5   6   7     8



Ex1c
                                                               49

   Products (Part 1 of 2) – Rate your engine and
   component manufacturer’s products with respect to:

                                               International
                                               '08

     Technological
      Innovation                               International
                                               '07


                                               Mack '08



                                               Volvo '08
   Adding Resale
  Value to Chassis

                                               Engine
                                               Supplier '08


                     4   5   6   7      8



Ex2a, Ex2b
                                                               50

   Products (Part 2 of 2) – Rate your engine and
   component manufacturer’s products with respect to:

                                               International
                                               '08


             Durability
                                               International
                                               '07


                                               Mack '08



                                               Volvo '08
  Acceptance in the
    Marketplace
                                               Engine
                                               Supplier '08



                          4   5   6   7   8


Ex2c, Ex2d
                                                                51
   Overall Support of the OEM/Dealer Network (Part 1 of
   2) – Rate your engine and component manufacturer’s
   overall support of the OEM dealer network as its:

                                                International
                                                '08
    Channel for
  Parts/Component
                                                International
    Distribution                                '07



                                                Mack '08




         Method for                             Volvo '08
         Aftermarket
         Distribution
                                                Engine
                                                Supplier '08


                        3   4   5   6   7   8


Ex3a, Ex3b
                                                                 52
   Overall Support of the OEM/Dealer Network (Part 2 of
   2) – Rate your engine and component manufacturer’s
   overall support of the OEM dealer network as its:

                                                 International
                                                 '08


                                                 International
                                                 '07


   Warranty Service                              Mack '08
       Provider


                                                 Volvo '08




                                                 Engine
                                                 Supplier '08


                      3   4   5   6    7     8


Ex3c
                                                                       53
   Senior Management (Part 1 of 2) – Rate your engine and
   component manufacturer’s senior management (those
   persons you contact for problem solving) with respect to:

                                                       International
                                                       '08

       Accessibility to
          Dealers                                      International
                                                       '07


                                                       Mack '08




                                                       Volvo '08
   Responsiveness to
    Dealer Concerns

                                                       Engine
                                                       Supplier '08



                          3   4   5   6    7      8


Ex4a, Ex4b
                                                                       54
   Senior Management (Part 2 of 2) – Rate your engine and
   component manufacturer’s senior management (those
   persons you contact for problem solving) with respect to:

                                                       International
                                                       '08


                                                       International
                                                       '07


   Responsiveness to                                   Mack '08
   Market Conditions


                                                       Volvo '08



                                                       Engine
                                                       Supplier '08



                       3   4    5       6       7


Ex4c
                                                 55


Overall Attitudes Index
       Consideration of truck dealers’ input
       Effectiveness of sales representatives
       Your overall satisfaction with company
        policies and procedures
     Products
       Technological innovation
       Adding resale value to chassis
       Durability
       Acceptance in the marketplace
                                                   56


Overall Attitudes Index (continued)
     Overall support of the OEM/Dealer Network
       Channel for parts/component distribution
       Method for aftermarket distribution
       Warranty service provider

     Senior Management
       Accessibility to dealers
       Responsiveness to dealer concerns
       Responsiveness to market conditions
                                                                57


 Overall Attitudes Index Ranking
                 2007

   Detroit Diesel 57.1                             66.0
          Mack 70.3                                65.8
    Roadranger 63.5                           63.5
          Volvo 75.1                        60.8
TOTAL SUPPLIER 59.7                    57.7
       Cummins 54.0               55.0
    ArvinMeritor 52.8           53.6
      Caterpillar 59.1         53.0

                     40   50           60             70   80
Overall Attitudes Index -
                                                                            58



By New Class 8 Sales Volume
   70


                58.8          60.7
   60                                   57.0            56.2



   50
                                                               Number of
                                                               responses
           52            26           10            5
                                                               2007 Score
           71.3          74.1         71.0          79.5
   40
        60 Vehicles     61-120       121-240     More than
          or Less      Vehicles      Vehicles   240 Vehicles
                                                                     59


Overall Attitude Index
80
                                                     International



                                                     Mack
70
                                                     Volvo



60                                                   Engine
                                                     Supplier


                                                     Highest Score
                                                     (Detroit
                                                     Diesel)
50
 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
Index Summaries
National/Regional
                                                                                                61


Index Summaries
                      Inter-       Inter-                      Engine    Component    Total
                                             OEM Engine
    Index            national     national                    Supplier    Supplier   Supplier
                                             Supplier 2008
                      2007         2008                         2008       2008       2008

Warranty and
                      71.9          60.6        61.9              54.8     50.6       53.1
   Policy

  Service             75.7          67.3        69.8              61.3     55.8       59.1

    Parts             75.4          64.1        68.6              63.1     N/A        63.1

  Website             77.8          70.3        71.9              66.8     63.2       65.5

  Overall
                      72.5          58.5        62.7              57.1     58.7       57.7
 Attitudes
   # Of
                       129           94          504              1505     1029      2534
Evaluations

 - Positive Change     - Negative Change     - No Change or N/A
                                       62

ATD Geographic Regions – With Survey
Responses
Index Summaries - By Geographic
                                                                                                  63



Region
                                           North         South          North         South
                           West
     Index                                Central        Central        East           East
                      2007    2008     2007   2008    2007     2008   2007   2008   2007   2008

 Warranty and
                      63.5    65.8     74.5   55.5    71.7     61.8   72.6   64.1   72.2   61.7
    Policy

    Service           78.9    76.6     75.3   54.4    74.5     66.4   79.5   82.7   69.5   68.2

      Parts           73.0    64.6     74.6   60.6    81.1     67.1   72.7   70.6   75.9   62.8

    Website           71.7    73.3     80.9   68.4    74.3     68.9   81.6   67.1   73.3   73.3

Overall Attitudes     78.7    60.9     73.8   54.0    72.4     65.1   66.7   52.3   71.8   63.9

# Of Evaluations      16          10   47      29       23       9    26     17     17     29

  - Positive Change   - Negative Change         - No Change or N/A

				
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