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).
Logistical challenges and customer service strategy for modifying P.100 headlamps.
Identifier | ExFiles\Box 61a\3\ scan0055 | |
Date | 8th May 1935 | |
[Handwritten at top: WST Y6116.] S/W. Hs{Lord Ernest Hives - Chair}/Wst. P.100 Headlamps. Cx{Major Len W. Cox - Advertising Manager}14/KW8.5.35. [Handwritten in left margin: 2 days] [Handwritten in left margin, vertically: label lamps] The question of the modification to P.100 headlamps and the fitting of only modified lamps to cars in future is not proceeding with the rapidity with which we should like, and I am wondering if you could help us to get this matter going along more rapidly. One of the first difficulties is that we are not getting enough supplies of lamps from Lucas to enable us to act on the suggestion contained in your Hs{Lord Ernest Hives - Chair}/Wst7/MA4.4.35. of supplying K and N. with some spare pairs of lamps which they could fit temporarily to customers' cars whilst their own lamps are being modified. Also, can you tell us whether it was intended that Lucas would make the modifications which have been decided upon at Birmingham or in London ? It would help us very much if they could arrange for these modifications to be carried out in London, as the time and expense saved would be considerable in each case. We cannot act exactly in accordance with your suggestion, i.e. give the customer another pair of lamps permanently and let it go at that, because he may consider that the lamps fitted to his car are not as good as the ones taken off, and furthermore the lamps taken off his car, which you suggest should go on somebody else's, may be damaged in some way and we should have to bear the cost of the repairs before we could fit them to anyone else's car. We have therefore decided to modify the customer's lamps and let him have them back but to loan him a pair of lamps in the meantime if the repairs to his car do not take long enough to permit of the lamps being sent to Lucas' for modification and received back before the car goes back to the owner. We realise that in doing this his car may have to come in a second time to have his own lamps reinstated, but, as we are doing something to his lamps by way of an improvement which is not costing him anything, he probably will have no serious objection. It will not be so easy with cars which come from outlying districts, but we must deal with each case as it arises. The great point is that as you have been in touch with Lucas' in this matter, and probably know the (contd) | ||