1986/09/22 Caterpillar

All Caterpillar Products

This article replaces the article in the September 16, 1985 Service Magazine, Page 8, titled, "Keep Product Information System Up-To-Date". Please cross out that article and add a Note referring to this article.

The Caterpillar Inc. Product Information System was introduced to NACD (North American Commercial Division) and to a few COSA dealers almost two years ago. Several other 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 Cat can directly notify 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 owner's address. This article is a plea for ALL NACD dealers to update the Product Information System, and for other dealers to use the Telex method, when any of these changes occur. Caterpillar's experience since the installation of this system shows that many dealers are not updating the system. Some are NOT realizing the intended benefits in time saved and they may NOT receive all the safety-related information or parts.

The Product Information System is used to maintain records on Caterpillar equipment sold or leased worldwide during the past 10 years. (It is planned that delivery dates in this system will be used as the start of warranty.) Dealers and owners must work closely together to keep this system up-to-date. You are URGED to inform owners about this system, when they purchase a machine, so you will always have the latest information to keep the system up-to-date. Let them know you are always interested in their Caterpillar products in this regard so you can see that they receive the best service available.

System Changes That NACD Dealers Should Enter Directly Into The Product Information System

NACD dealers are requested to enter any of the following information on their computer terminals. Refer to the Users Manual, SEBD0631-01. (Other dealers are requested to send a Telex to Caterpillar.)

1. A change in the owner's address. Enter the new address AND the affected PIN's. Put in only the address to which the owner wants important safety and product update information mailed. The section titled "Inquiry Serial Number To Customer Name/Address" in the users manual shows you how to enter this change.

2. You or the owner make a major modification such as adding, removing or replacing a major component on a machine. This includes engines, torque converters, rippers, bulldozers, hydraulic systems, winches, etc. Please list both the machine and major component PIN. See Illustration 1. The section titled "Inquiry Serial Number To Prime Mover" in the Users Manual shows how to make this change.

Illustration 1. This screen lists the major components on a 3508 Industrial Engine. Caterpillar dealers can change this listing if assemblies or groups are added to or removed from the engine.

3. A new owner. Caterpillar needs to know the new owner's name, address, and again, the affected machine PIN's. See Illustration 2.

Illustration 2. This screen lists the owner's name and address. Caterpillar dealers can change this too if necessary.

4. A machine permanently taken out of service, such as for parts or destroyed.

5. A stolen machine. Notify the local, state, and federal authorities, and then inform Caterpillar Inc.

Getting Information From Owners For The Product Information System

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

1. The owner can call your PIP Coordinator or your Service Manager.

OR

2. You can furnish the owners with a small supply of cards titled "Owner Reply Card-Caterpillar Warranty Information Only". See Illustrations 3 and 4. He can then mail them directly to the preprinted address at Caterpillar. Cat will update the system for you.

Illustration 3. The Owner Reply Card that the owner can easily complete.

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 necessary, Caterpillar can mail the information directly to the owners of the affected machines. Thus, it is imperative that we have the owner's correct name and address. At the same time, we can send the parts automatically to the dealers that have the affected machines in their territory according to the records in the Product Information System. This ensures that parts are quickly available for the machines of record in your territory. You do not have to order them in these cases.

Illustration 4. The preaddressed side of the Owner Reply Card.

Any incomplete PIP's are also listed for each machine PIN. There are also other uses. For example (and there are more) you can list the machines in your territory by model. Such a list can be used for marketing and promotional purposes.

Read the Users Manual. If you have any problems or questions, contact your District Office or Service Representative.