MORE EFFICIENT WARRANTY PROCESSES.

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1 1 MSXI WARRANTY SOLUTIONS MORE EFFICIENT WARRANTY PROCESSES. fueled by challenge. powering success. sm

2 2 GLOBAL AUTOMOTIVE EXPERTISE. MSXI Warranty Solutions help you save money by identifying and reducing the inefficiencies in your dealer networks that contribute to warranty waste. MSX International is a leading global provider of outsourced business solutions for the automotive industry. We actively deal with the problems faced by OEMs, NSCs and dealerships on a daily basis. Our hands-on, international experience has enabled us to develop targeted programs dealing with industry-specific problems and structures. TAKING THE WASTE OUT OF WARRANTY Our MSXI Warranty Solutions provide new and better ways to eliminate warranty waste by using a highly effective set of warranty programs developed for OEMs. We work closely with you and your dealers to implement these solutions significantly reducing your warranty costs and improving your warranty process quality. MSXI Warranty Solutions assess current issues and then work hand in hand with the OEM to implement best practice warranty repair procedures. This includes providing your dealers and field staff with the necessary materials and training to ensure that warranty efficiency remains at the highest possible level. Handling war r an ties more efficiently increases overall profitability for both dealers and OEMs. OUR WARRANTY SOLUTIONS INCLUDE: MSXI Warranty Assessment reduces your costs by managing warranty pro cesses using single and stepped assessment programs. MSXI Warranty Assessment helps you assess, approve and manage the warranty claims received from your dealer network. Additionally, MSX International offers warranty cost reports, recommendations on warranty policies, procedures, claims handling and warranty training. MSXI Warranty Process Improvement identifies inefficiencies by reviewing warranty processes and audit cycles. We use this knowledge to develop best practice warranty repair procedures and administration processes at dealerships. MSXI Warranty Audit is often used to supplement MSXI Warranty Process Improvement by conducting a range of audits designed to provide a better overview of dealer claims. MSXI Warranty Pre-Approval monitors the components replacements under warranty and offers a lean validation process. This prevents the unnecessary exchange of costly parts by closely tracking the introduction of new systems or components and ensuring that labor-intensive warranty repairs are only carried out when necessary. Repair work only begins after a careful decision-making process. MSXI Warranty Training ensures that the OEM, NSC and dealer staff are equipped with the most up-to-date knowledge on changing and complex warranty topics. By helping your staff implement this knowledge, MSXI Warranty Training Solutions help you increase warranty process efficiency. To support these warranty solutions, MSXI has developed a unique tool called Wire IT. It uses warranty claim assessment data to pinpoint weaknesses in your warranty processes. Learn more about the benefits of Wire IT on page 6.

3 3 PUTTING OUR PROMISES TO THE TEST. An OEM audit found that warranty costs were increasing dramatically in its dealer network. The client brought MSX International on board to assess and counteract this trend using our Warranty Solutions. MSXI WARRANTY SOLUTIONS WEED OUT THE PROBLEMS MSXI Warranty Assessment, Process Improvement and Audit Solutions were implemented in conjunction with our Wire IT software program to effectively identify inefficiencies in the dealer network. By actively involving dealers in the above solutions, we were able to implement highly successful audits. The long-term effects of the audits combined with the resulting assessment have enabled the company to keep its warranty costs consistently low. In addition, by using Wire IT, productivity of the field staff team has increased by 20%. Using the information gathered in the initial audit, MSX International created a program to assess, approve and manage the OEM s warranty processes. We then implemented best practices specifically aimed at overcoming warranty process inefficiencies. A further audit was later conducted to analyze improvements in the warranty process and to assess where further improvements could be made. Finally, the dealerships warranty service has also noticeably increased customer satisfaction, ultimately resulting in higher customer loyalty. Our client achieved an ROI of more than 300% on his warranty management investment over a 12-month period.

4 4 FIVE GOOD REASONS WHY OEMS USE MSXI WARRANTY SOLUTIONS. 30% of the total warranty cost is coming from dealers through poor practices and processes Goodwill/Policy/Ext. Warranty Costs Wrong or inadequate failure data Unnecessary repairs 3. TO INCREASE CUSTOMER SATISFACTION MSXI Warranty Solutions offer dealers strategies for managing warranty processes in the most efficient manner. The result is increased customer confidence in both the products and the dealer. Improved customer retail experiences are directly related to increased customer satisfaction. Excessive Labor Fraud Duplicated claims Repeat repairs Repairs not OEM liability 1. TO REDUCE WASTE Over 30% of wasted warranty costs are not related to products, but inefficiencies in dealer networks. MSXI Warranty Solutions directly assess these issues and curb unnecessary expenditures. Over repairs Extended Repairs Wrong or ineffective repairs 2. TO STREAMLINE DEALER PROCESSES The traditional warranty approach often creates a sense of conflict between OEMs, NSCs and their retail networks. MSXI Warranty Solutions benefit everyone by creating a more efficient and profitable system. 4. TO DELIVER A MEASURABLE ROI At MSX International, we are continually developing and evolving our systems and methods in response to your changing needs. This is one of the many ways that we ensure a consistently high ROI for our clients. 5. BECAUSE THEY CAN RELY ON OUR INDUSTRY EXPERTISE MSXI Warranty Solutions integrate processes, people, technology and best practices specifically targeting the automotive industry. Wire IT is the technology platform that supports this process.

5 5 WIRE IT: CHARTING A PATH FOR YOUR SUCCESS. PHASE 1: DATA COLLECTION PHASE 3: ASSESSMENT ACTION PLAN PHASE 5: DEALER ACTION PLAN In the initial phase, Wire IT collects all relevant data, including the dealer network, vehicle models, fault codes, part codes, claim data and claim lines. The MSXI Claims Loader transfers the necessary data to a central server for fast processing via a secure FTP server. PHASE 2: DATA ANALYSIS Once all the initial data has been collected, Wire IT is used to carry out a status quo analysis. This analysis includes the dealer network and OEM dealer support structure. It quickly identifies performance and improvement potential in all areas that impact upon warranty bills, from Tier 1 suppliers to OEMs (and their importers). Using unique evaluation methods, MSXI conducts dealer-to-dealer comparisons in the network and creates a warranty fingerprint of each dealer with respect to warranty spending and market demographics. Wire IT has now created a very precise and highly detailed picture of your warranty processes. The OEM can then choose the most convenient dealer assessment strategy. An assessment action plan is developed to identify corrective actions regarding warranty processes and to reduce waste in all dealer network geographies. We now have the information to identify the dealers who are to be targeted and to assign the reviews and action plans to the field consultants. PHASE 4: THE AUDITS Consultants carry out warranty and R & M audits at the dealership. This process review is based on a questionnaire derived from your warranty manuals. Once the review has been completed, the Wire IT Client Tool generates a report that is immediately available and which can be printed at the dealership. This is one of the steps that ensure the dealer is actively involved in the entire process. Using the in-depth data that has been collected, field consultants carry out the following tasks: Analysis of the warranty and R & M risk within the dealer network. Analysis and presentation of the review performance. Provision of final reports for review by the dealer as soon as the audit is complete. Online storage of all data on the final dealer reports, which then become available for composite management. Using this analysis in cooperation with suggestions for each case of predefined non compliance, now creates and implements a targeted action plan for the dealers.

6 6 MSXI WARRANTY SOLUTIONS: ADDED VALUE. LOWER COSTS. With MSXI Warranty Solutions you fully benefit from the automotive experience and expertise of MSX International. We will provide you with clear standards that are easy to implement, as well as customized processes and tailor-made solutions to suit your business needs. The bottom line is added value and lower costs. Our industry experts can assume partial or entire warranty support functions. We put our knowledge to work for you: identifying, developing, deploying and continuously improving customized solutions in order to help drive down warranty waste. You don t have to take our word for it: we supply you with the numbers to back up all our recommendations. Regular reporting and action plan reviews are used to measure our success in reaching the goals set out in the business case developed in our Customer Service Agreement. MSXI Warranty Solutions consist of: MSXI Warranty Audit Solution MSXI Warranty Assessment Solution MSXI Warranty Process Improvement Solution MSXI Warranty Pre-Approval Solution MSXI Warranty Training Solution MSXI WIRE IT: CLEARLY BETTER TECHNOLOGY. Wire IT is a tool that enables auditors to carry out fast and efficient warranty process analysis. Wire IT is a Web-based and client tool. The Claims Loader data format is generic and can be customized to any warranty data source and OEM database. The client tool enables stand-alone warranty audits in dealerships where an Internet connection isn t available. The synchronization of the client tool with the central management module of Wire IT is carried out with a simple click.

7 7 THE SOLUTIONS EXPERT FOR THE AUTOMOTIVE INDUSTRY. MSXI provides a broad range of solutions for all aspects of the automotive retail industry. Individual solutions can be adapted and / or combined to create the best possible answer to your business challenges. RETAIL NETWORK SOLUTIONS TECHNOLOGY & STRATEGIC CONSULTANCY Developing successful retail strategies TECHNICAL SOLUTIONS Providing Dealer Technical Exper se WARRANTY SOLUTIONS Reducing warranty costs DEALER SOLUTIONS Driving dealer performance $ TRAINING SOLUTIONS Driving employee performance MSXI TECHNOLOGY BASE MSXI ANALYTICS SOLUTIONS 11 / 2014 MSX International is a dedicated supplier of services to the automotive industry. With more than 75 years of experience and over 5,500 industry experts in 80 countries, we have a thorough understanding of local, national and international markets. We use our experience and expertise to provide business solutions that make your business more efficient. From consulting to outsourcing, regardless of whether you are an automotive / truck / motorcycle OEM, dealer, supplier or aftermarket service organization if it s automotive, we can help you make it better. fueled by challenge. powering success. sm CONTACT: CORPMARKETING@MSXI.COM