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From the Rolls-Royce experimental archive: a quarter of a million communications from Rolls-Royce, 1906 to 1960's. Documents from the Sir Henry Royce Memorial Foundation (SHRMF).
Establishing a new section to centralise and manage service complaints, outlining its functions.

Identifier  ExFiles\Box 131\3\  scan0036
Date  1st February 1939
  
1113
Hs.{Lord Ernest Hives - Chair}.. from By.{R.W. Bailey - Chief Engineer}
c. Hs.{Lord Ernest Hives - Chair}
c. RHO
c. Rm.{William Robotham - Chief Engineer}
c. GWH.{George W. Hancock - Head Chateauroux} (K).

A.R.C file
See me
By.18/N.1.2.39.
Rm{William Robotham - Chief Engineer}

SERVICE COMPLAINTS.
------------------

In order to centralise the available data regarding service complaints, and to ensure that any necessary action is taken from a Design point of view to prevent a recurrence, I have instituted a new section to deal with these problems. BY/SB.{Mr Bull/Mr Bannister} (Mr.Bull) will in future be responsible for this section.

The functions of this section will be :-

1. To link up with Design or Experimental any matters arising out of Owners Complaint Reports.

2. To take any necessary action in connection with reports from GWH.{George W. Hancock - Head Chateauroux} at Depots.

3. To centralise all information regarding Depot Sheets.

4. To maintain a complete cost check on retrospective work, and to issue revised instructions if this amount of money is not achieving the results anticipated.

5. To draw up for future models, schedules indicating the mileages and circumstances under which work becomes chargeable or otherwise.

6. To prepare the proposed Service Manuals for the use of Service Agents in connection with future models.

By.{R.W. Bailey - Chief Engineer} By
  
  


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