1986/10/01 Caterpillar

All Caterpillar Truck Engines

This article replaces the article in the September, 1985 Truck Engine News, Page 1, titled, "Inform Caterpillar Dealer Of Major Modifications To Caterpillar Engines And Change In Truck Owners ". Please cross out that article and add a Note referring to this article.

The Caterpillar Inc. Product Information System was introduced to all administering NACD (North American Commercial Division) Caterpillar dealers and to a few Caterpillar dealers overseas almost two years ago. (With a few exceptions, this system is not available on line to TEPS dealers.) Several other Caterpillar dealers also have access to this system via Telex. This is a computerized system of where products are located, what major modifications they have, and the owner's mailing address. The most important use of the system is that Caterpillar Inc. can notify truck owners in NACD about safety-related information as quickly as possible. It can also be used for promotional purposes as explained at the end of this article.

However, as with any records, this system must be kept current to gain its intended advantage. Either the owner or you the dealer is the FIRST to know of a change in product location, a major modification, or truck owner's address. This article is a plea for ALL TEPS dealers to help the administering Cat dealer or Caterpillar Inc. directly to update the Product Information System when any of these changes occur. Caterpillar's experience since the installation of this system shows that many of the administering Cat dealers are not updating the system. They are NOT realizing the intended benefits in time saved. Also, if the truck owner's name or address is not current, safety-related information or the parts may NOT be received by the owner.

The Product Information System is used to maintain records on Caterpillar Truck Engines sold or leased worldwide during the past 10 years. (It is planned that delivery dates in this system will be used for the start of warranty.) TEPS dealers and truck owners must work closely together to help the administering Cat dealer keep this system up-to-date. Dealers are URGED to inform owners about this system, when the truck is delivered, so the dealer will always have the latest information to keep the system up-to-date. Dealers should always let owners know they are interested in their Caterpillar Truck Engine so dealers can see that the owners receive the best service available.

New Information That Administering NACD Dealers Should Know

NACD dealers are expected to enter any of the following information on their computer terminals. Once they have the changes, they immediately update the truck engine record on their terminal and at the same time this automatically updates the record at Caterpillar in Peoria.

1. A change in the owner's address or name. Illustration 1 shows an example of what the Cat dealer actually sees on his screen when this change is made.

Illustration 1. This screen lists the owner's name and address by engine serial number. Cat dealers can easily change this when they are told about a change.

2. You or the truck owner make a major modification, such as adding, removing or replacing a major component on the engine or the truck. This includes horsepower changes even though no major parts were replaced. Any major changes to the engine probably means that the engine arrangement number, for example "4W3607" shown in Illustration 1, is no longer entirely accurate.

3. An engine permanently taken out of service, such as for parts or destroyed.

4. A stolen truck. Notify the local, state, and federal authorities, and then inform Caterpillar Inc.

Getting Information From Truck Owners For The Product Information System

Explain the benefits of this system to owners and ask them to inform you or Caterpillar Inc. if any of the preceding information changes. Two methods of doing this are as follows.

1. The owner can call the dealer Service Manager.

OR

2. Dealers can furnish the owners with a small supply of cards titled "Owner Reply Card-Caterpillar Warranty Information Only" . See Illustrations 2 and 3. He can then mail them directly to the preprinted address at Caterpillar Inc. as needed. Cat will update the system instead of your administering Cat dealer..

Illustration 2. The Owner Reply Card that the owner can easily complete.

Illustration 3. The preaddressed side of the Owner Reply Card.

Other Uses For The Product Information System

As mentioned previously, one of the most important uses of this system is the issuance of safety and urgent product update information. When appropriate, Caterpillar can mail the information directly to the owners of the affected trucks. Thus, it is imperative that Caterpillar has the correct owner's name and address. At the same time, Caterpillar can send the parts automatically to the dealers that have the affected truck engines in their territory, according to the records in the Product Information System. This ensures that parts are quickly available for the affected truck engines in the dealers territory. Dealers do not have to order them in these cases.

Any incomplete PIP's are also listed for each truck engine. There are also other uses. For example (and there are more) dealers can list the truck engines in their territory by model. Such a list can be used for marketing and promotional purposes.