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).
Agenda for a service station meeting regarding customer complaints, department communication, and policy.
| Identifier | ExFiles\Box 142\3\ scan0030 | |
| Date | 27th November 1936 | |
| AGENDA FOR SERVICE STATION MEETING 27.11.36. 1. Are all concerned satisfied the existing arrangements are the best that can be made for producing satisfied customers.? 2. What are the four worst complaints on each model.? 3. Can complaints be presented in a form where a total cost of the Company of each section is given as well as the number of complaints.? 4. Are the officials concerned satisfied with the Depot Sheets.? Can any modification be suggested to improve the operation of this scheme. ? 5. The Design and Experimental Departments want as much information as is reasonable with regard to the wear of cars in service. More particularly cylinder wear, crankshaft wear etc. Discussion of what statistics can be provided with existing machinery. 6. At the present moment we do not know of any way in which the Depots can indicate to the Designer how successful he has been in providing accessibility. It is considered to be desirable to discuss in what way such information can be provided i.e. does it cost more to pull the part to pieces than to put it right.? 7. In fairness to the Works, should not sometimes free-of-charge work be debited to Sales' policy rather than Works' policy. We have in mind a case where a customer damages an engine unit or chassis by mis-use and it is considered policy to replace the part to maintain his goodwill. 8. Is the existing machinery for warning Derby of the appearance of an epidemic considered to be adequate.? 9. Is there any information of value available which is not being passed on to the Works. ? | ||