For 1990-2009 cars

# CADILLAC CAD-STAR UPDATE INFO. DEALER TECHNICAL ASSISTANCE

THIS BULLETIN IS BEING ADDED TO UPDATE THE CORPORATE "W" FILE AND WILL NOT BE PUBLISHED. AN UPDATED BULLETIN WILL BE PUBLISHED LATER IN 1992.

THE BULLETIN IS BEING UPDATED TO INCLUDE RECENT PERSONNEL CHANGES IN CAD-STAR (CADILLAC SERVICE TECHNICAL ASSISTANCE REQUEST), AND REMINDERS OF CAD-STAR PROCEDURES WHICH, IF FOLLOWED, WILL HELP IMPROVE THE EFFICIENCY OF THE SYSTEM. LISTED BELOW BY CAR SYSTEM GROUPS ARE THE CAD-STAR ENGINEERS AND THEIR CORRESPONDING CAD- STAR NUMBERS FOR YOUR REFERENCE WHEN ACCESSING THE SYSTEM.

FUEL AND ELECTRICAL/ MECHANICAL GROUP DRIVEABILITY GROUP ELECTRONICS GROUP

RON CAPONEY......23 BOB PURCELL.....30 JOHN HARTMAN......28 KEITH BOROWY.....24 PHIL FEKETE.....21 TIM BOYD..........26 TOM PEARSON......31 DOUG LAWRENCE...34 BETSY PERKINS.....33 DARRYL POWLISON..27 DAVE PONIATOWSKI..35 LARRY ROWE.......20

TO ASSIST IN IMPROVING THE EFFICIENCY OF THE SYSTEM WE REQUEST THAT BEFORE YOU PLACE A CALL, YOU:

O PERFORM A DCS BULLETIN SEARCH (REFER TO DCS MANUAL). O COMPLETE THE CAD-STAR PRE-CALL WORKSHEET (ADDITIONAL FORMS, NUMBER H-8645R, ARE AVAILABLE AT NO CHARGE FROM HELM, INC. BY CALLING (313) 865-5000 AND ASKING FOR EXTENSION 264). O ARE PREPARED TO DISCUSS ALL OPEN CAD-STAR CASES AT THE DEALERSHIP.

#### NOTE: SINCE MANY DEALERS ARE NOT PREPARED TO UPDATE THEIR OPEN CASES, THE CAD-STAR ENGINEER MUST WAIT WHILE THE DEALER CONTACT TRIES TO OBTAIN UPDATE INFORMATION. THIS DELAYS THE ENGINEERS, CONTRIBUTING TO THE LONGER PHONE WAIT TIMES FOR DEALERS TRYING TO ACCESS CAD-STAR. IF THE CALLER IS NOT ABLE TO UPDATE OPEN CASES OR HAS NOT FILLED OUT A PRE- CALL WORKSHEET, INCLUDING DIAGNOSIS PERFORMED, THE CAD- STAR ENGINEER HAS BEEN INSTRUCTED TO TERMINATE THE CALL. SUBSEQUENT CAD-STAR CONTACT SHOULD OCCUR ONLY AFTER ALL REQUIRED INFORMATION CAN BE PROVIDED.

WE HAVE RECEIVED COMMENTS QUESTIONING THE NECESSITY OF HAVING THE SERVICE MANAGER INITIATE EACH CASE. WHILE WE UNDERSTAND THAT IT IS NOT CONVENIENT OR PRACTICAL IN ALL CASES TO HAVE THE SERVICE MANAGER CALL IN, WE DO FEEL IT IS NECESSARY TO HAVE ONE PERSON DESIGNATED WITHIN EACH DEALERSHIP WHO HAS BOTH THE RESPONSIBILITY AND AUTHORITY TO MAKE THE DECISIONS NECESSARY TO FOLLOW UP ON AND CLOSE EACH CASE. IF YOU WOULD LIKE TO ASSIGN THIS CONTACT RESPONSIBILITY TO SOMEONE OTHER THAN THE SERVICE MANAGER (I.E., SHOP FOREMAN, LEAD TECHNICIAN, PARTS MANAGER, ETC.), THIS INDIVIDUAL MUST MAINTAIN A FILE OF ALL CAD-STAR CASES AT YOUR DEALERSHIP.

CASE FOLLOW UP AND CLOSING INFORMATION IS A VITAL PART OF THE TECHNICAL ASSISTANCE SYSTEM. QUALITY FEEDBACK IS REQUIRED SO WE CAN PROVIDE ALL DEALERS WITH TIMELY AND ACCURATE DIAGNOSTIC INFORMATION. AS A REMINDER, CADILLAC'S SYSTEM ALLOWS YOU TO CLOSE CASES EASILY THROUGH A COMPUTERIZED TELEPHONE CLOSING SPLIT THAT IS AN ACCESSIBLE OPTION WHEN YOU CALL IN TO CAD-STAR. A BRIEF DESCRIPTION OF THE TECHNICAL ASSISTANCE PROGRAM AND GUIDELINES IS ALSO AVAILABLE IN YOUR SERVICE POLICIES AND PROCEDURES MANUAL.

IF YOU HAVE A CALL-IN PROBLEM OR ANY CONCERNS WITH THE CAD-STAR SYSTEM, PLEASE CONTACT ONE OF THE FOLLOWING ENGINEERS FOR ASSISTANCE: RON CAPONEY - MECHANICAL (313) 554-6626; BOB PURCELL - FUEL AND DRIVEABILITY (313) 554-6619; JOHN HARTMAN - OTHER ELECTRICAL (313) 554-7944; OR MARK RAY (313) 554-6635.

AS IN THE PAST, COMMUNICATION IS THE KEY TO OUR SUCCESS.

CUSTOMER SATISFACTION CADILLAC MOTOR CAR DIVISION GENERAL MOTORS CORPORATION

General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions and know-how to do a job properly and safely. If a condition is described, do not assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.

COPYRIGHT 1992 CADILLAC MOTOR CAR DIVISION, GENERAL MOTORS CORPORATION. ALL RIGHTS RESERVED.