The combination of just-in-time delivery for parts allowing dealers to hold lower stock levels, and the speed with which manufacturers can ramp-up production of a new model so that thousands hit the streets within weeks of launch, have created shortages and delays for less common replacement parts.
By a factor of almost three to one, Fleet News fleet panel members believe the availability of spare parts has deteriorated.
However, some panel members do point out that other industries are no better, with the example of replacement parts for washing machines being singled out by several commentators as being significantly worse than the car market. Amid the downtime gloom, however, are examples of dealers delivering good customer service even if it damages their own business, with cases of new cars in the showroom being robbed of parts to repair a customer's car.
There also seems to be reasonable availability of courtesy replacement cars in instances of excessive delays.
The ACFO strategy will see the association provide all manufacturers with a comprehensive analysis highlighting their own individual parts supply performance measured against unnamed rivals.
ACFO will also compile an 'ACFO Guide to the Spare Parts Maze' for its members which will detail the generic process fleets should go through when confronted with a spare parts issue.
It will also detail the specific spare parts ordering process for each manufacturer and the action fleets should take in the event of obligations not being met.
Finally, manufacturers will sign-up to a code of conduct to be compiled by ACFO which it will give to the fleet industry.
The new code will lay down a minimum set of standards governing the supply of spare parts by manufacturers and steps, such as payment for car hire, they will agree to take in the event of delays.
Looking ahead, the new car distribution block exemption will allow dealers to source spare parts of equivalent quality to original equipment parts, but not necessarily from their respective franchise manufacturer, potentially easing parts availability.
'Has the availability of spare parts deteriorated in recent years?
##Panel 21Oct--none##
'Yes. Dealerships will admit that the cost of spares in stock is a financial problem. This leads to many non-routine items being ordered as needed, resulting in delays. However, I do not believe that this is restricted only to vehicle spares. Try getting a part for your fridge, cooker or washing machine. Chances are you will face a wait, as parts are not in stock.'
Mike Rowney, EKHT
'Honda hasn't let us down, yet!' Phillippa T Caine Company secretary, CORGI
'I can't say that spare parts supply is now, or has been in the past, a significant problem.'
Reg Dixon, Niftylift
'Yes, particularly new models. These are launched and sold without adequate back-up for spare parts. This is coupled with a policy of getting new models on to the market before they are sufficiently 'tried and tested', hence the number of recalls. Rover is particularly poor.'
Richard Warner, company
secretary, Seco Tools
'Not noticeably, apart from Volkswagen, which seems to have a four-week lead time for anything out of the ordinary. It seems to me that dealers hold less stock than before to reduce costs but improvements in computer technology have led to far more efficient stock-holding/ reorder procedures which has minimised stock outs.'
Ian Smith
Group accountant, CpiO
'Yes. Parts supply has deteriorated and I am aware of one big dealership which has taken 'other' parts from a car awaiting repair and put it on another car to repair it, simply because the waiting time is so long and customers get irate. This is outrageous taking perfectly good working parts from one car to repair another but I suspect it does go on elsewhere.'
Gill O'Rourke, Mason Owen
'YES. We had a vehicle off the road with a module failure. We were told it would be two weeks before the part arrived and when we questioned the time we were told this is the norm.'
C.S. Details supplied
'Three incidents, representing less than 1% of the fleet, come to mind. So no major problem for us.'
Carole Difford,
The KM Group
'Hard to judge whether there has been a statistically valid deterioration in supply. We had a Renault Laguna off the road for 12 weeks waiting for a petrol tank seal. The dealer loaned us a vehicle so 'downtime' was not really affected. And that is the usual scenario if there's a parts problem – it isn't costing us that much, but it is costing somebody.'
Dave Gill, fleet manager,
JM Computing
'Parts supply has deteriorated with the additional cost and associated down-time of having to return the car a second time to have the part fitted.'
Barclay S. Wales
managing director
Stewart Wales, Somerville Ltd
'I see little improvement with the supply of parts. There is no doubt technology has moved forward at breakneck pace, especially in the diesel sector but the supply of parts, has in my view remained stagnant. There are of course some suppliers who will do whatever it takes to ensure parts are available within a 24 hour period.
These manufacturers also have more common spares freely available and centrally stock the less frequently used parts. Alas there are then the manufacturers whose spare part provision manifesto could be written on to the back of a postage stamp. These manufacturers cause no end of problems with increased downtime and the obvious loss of revenue. You guess correct, I am pointing the finger directly at Fiat and Alfa who continue to prove a nightmare as far as spare parts and even body panel and doors are concerned.
While their pricing and discounts are tempting, the poor level of ongoing fleet support in respect of spare parts provision is appalling. Of equal importance is the cost of spare parts from all manufactures and I believe fleets have a responsibility in ensuring this important subject is included in any fleet purchasing discounts and bonus schemes from the outset of discussions.'
John Clarke
Fleet Services – South, Telewest
'YES. Spares availability overall has deteriorated considerably in recent years. The emphasis of just-in-time deliveries has been at the expense of dealer stockholding and the reliance on computer software with known bugs has caused embarrassment on a number of occasions for certain manufacturers.'
B.M. Details supplied
'Maybe we have been lucky, but we have not had any problems at all. Whenever a car has been serviced or sent in for repairs the work has always been carried out on the same day.'
Nigel Crane
Facilities manager,
Dudley Jenkins Group plc
'Yes, but equally the stock of most items has and this is not unique to the motor industry. How quickly can you get parts for your washing machine after it's taken days to get an engineer even to look at it! We need to work with the manufacturers to find a solution to this problem.'
Mick Donovan
Group fleet manager,
Bowmer & Kirkland Ltd
'We have not seen a deterioration in the supply of Vauxhall mechanical parts (our main badge) in recent years but we had a Rover 600 off the road for two months earlier this year awaiting a window mechanism. Accident repairs awaiting parts have increased this year by about 50% according to information supplied by our repairers which has contributed to an increase in vehicle downtime of 30% in 2002.'
Barry Lingard
Fleet manager, Leisure Link
'Yes, in some instances delays have been far from acceptable. From our experience, Peugeot is by far the worst offender, with Rover not that far behind. In two recent cases, we lost the use of a 206 for more than three months while Peugeot delayed sending the replacement part, and in the second case (following a starter motor fire on a petrol forecourt) the 406's starter motor heatshield took several weeks to arrive. We have had Rover 75s off the road awaiting brake pads or spark plugs. Ford and Vauxhall are usually OK, however we have had issues with Ford being difficult over warranty issues.'
Chris Bates,
Lafarge Aggregates
'Yes. However I cannot offer first-hand information on this since it has had little effect on my fleet. However, through ACFO meetings I have come across many other fleet managers where the shortage of spare parts has become a real issue.'
Gill Garrett, fleet manager,
Premiere Products
'No. Not for most of our key suppliers – but there are notable exceptions!'
Guy Robinson, via e-mail
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