Lexus ES300 (2002 year). Service manual - part 434

General Procedures for Lexus SSCs and LSCs 
 

 

 

2 

PREPARING FOR AN SSC/LSC 

Overview .............................................................................................................. 3 

Customer Notification .......................................................................................... 

3 

SSC/LSC and Customer Satisfaction .................................................................. 

3 

Identifying Affected Vehicles................................................................................ 

3 

Manpower and Facility Requirements.................................................................. 

4 

Tools and Equipment........................................................................................... 

4 

Technical Training ............................................................................................... 

4 

Parts .................................................................................................................... 5 

DMS Systems ...................................................................................................... 

5 

Planning Your Communication Strategy ..........................................................  

5 

Calls to Your Customers .................................................................................. 

5 

Calls from Your Customers.............................................................................. 

5 

Calls from the Media........................................................................................ 

6

 

IMPLEMENTING AN SSC/LSC 

Car Rental and Service Loaners...................................................................... 

6 

Remote Area Service Plan .............................................................................. 

6 

The Service Write-Up ...................................................................................... 

7 

Preparing for Delivery after SSC/LSC Completion .......................................... 

8 

Delivery of the Vehicle after SSC/LSC Completion ......................................... 

8 

Follow-Up......................................................................................................... 8 

Work Order Closing/Claim Submission ........................................................... 

8 

Recap of Claim Submission and General 

Provisions of an SSC/LSC........................................................................... 

9 

Claiming Reimbursement for Special Services................................................ 

9 

Claim Preparation Instructions......................................................................... 

10

 

 

 

 

 

 

 

 

 

 

 

 

 

PREPARING FOR AN SSC/LSC 

General Procedures for Lexus SSCs and LSCs 
 

 

3

 

 Overview 

 

This handbook contains the general procedures dealers 
should follow for each and every Special Service 
Campaign (SSC) or Limited Service Campaign (LSC) 
Lexus initiates.  Campaign-specific details will be 
included in the dealer notification package sent to each 
dealer at the launch of a campaign. 

 

 Customer 

Notification 

 

  The customer notification schedule and sample letter 

will be included in the dealer notification package sent 
to each dealer at the launch of a campaign. 

 
SSC/LSC and Customer 
 Satisfaction 

 

  Each Special Service Campaign or Limited Service 

Campaign provides us with an opportunity to 
demonstrate the Lexus commitment to total customer 
satisfaction. Lexus requests that dealers use the 
fundamental principals embodied in the Lexus 
Covenant when servicing these owners and their 
vehicles.  By implementing new campaigns in an 
organized and efficient manner, we can nurture our on-
going relationships with these customers and 
strengthen these associations.  Throughout each 
campaign, we need to let our customers know that we 
are genuinely interested in resolving the matter in a 
timely fashion with as little inconvenience to them as 
possible. 

 

 Identifying 
 Affected 

Vehicles 

 

  Specific vehicle model, model year and VIN range 

applications will be included with the campaign-specific 
dealer notification package sent to all dealers at the 
launch of a campaign. 

 

Always consult Dealer Daily or TIS to confirm eligibility 
and to assure the SSC/LSC is applicable.  This will verify 
the vehicle is involved and has not already been 
completed by another dealer.  TMS warranty will not 
reimburse dealers for repairs conducted on vehicles 
that are not affected. 

  Manpower and Facility   

 

 Requirements 

General Procedures for Lexus SSCs and LSCs 
 

 

 

4 

 

  Your dealership must plan carefully to accommodate 

the additional service volume generated as a result of 
an SSC/LSC.  In reviewing your dealership’s manpower 
and facility requirements for a campaign, there are 
several items you need to consider. 

 

•  Do you need to develop ways to increase your 

service capacity? 

•  Do you need to hire additional support staff for pick-

up/delivery, car washes and fuel tank fill-ups? 

 
 

  You will need to hold a meeting with all dealership 

associates to discuss: 

 

¾  Importance of Lexus customer care for each 

SSC/LSC customer. 

¾  Various procedures such as phone inquiries, pick up 

and delivery, loaners, etc. 

¾  Campaign specifics including your dealership’s 

assigned quantity, completion objectives, and 
technical details. 

 

We recommend that one person at your dealership be 
designated as the campaign coordinator.   
 

Your District Service and Parts Manager will meet with 
you to answer your questions and monitor the progress 
of each SSC/LSC. 
 

  Tools and Equipment 

Each dealer notification package will include 
information on the tools and equipment required to 
perform the campaign repairs. 

 

 

 

   

 

 

 

 

 Technical 

Training 

 

  Lexus suggests that all service department staff who 

will be directly involved in completing a repair or 
supporting an SSC/LSC should review the repair 
procedures in the dealer notification package to prepare 
for a campaign. 

 Parts 

 

 

  Each dealer notification package will contain specific 

part number information and order procedures.  Your 

General Procedures for Lexus SSCs and LSCs 
 

 

5

 

dealership is requested to order only those parts 
needed to repair vehicles with service 
appointments.  Individual dealer tracking will be done 
and irregularities in quantity ordering will be passed on 
to Lexus Area Offices for follow-up and correction.  
Lexus will ensure there will be sufficient inventory to 
accommodate an SSC/LSC but there will be only 
enough supply to cover the affected vehicle population.  
Please only order based upon true demand. 

 

   

 

 

 

 DMS Systems 

 

  Labor operation codes will be transmitted to your 

dealership. (See dealer notification package for specific 
campaign opcode and labor hour information).  DMS 
dealer files are automatically updated and no further 
action should be required. 

 

 

Planning Your 

 Communication Strategy  

 

  It is important that you develop a strategy to 

communicate effectively.  Each dealer notification 
package will contain a series of Questions and Answers 
(Q&A) that can be used when explaining an SSC/LSC. 
 

Calls to Your Customers 

• Customers 

involved in the SSC/LSC 

⇒  Each affected vehicle owner will receive a 

notification letter.  Please let them that the 
campaign is being undertaken by Lexus to keep 
their confidence in the Lexus brand. 

 

• Customers 

not involved in the SSC/LSC 

⇒  Assure any customers with vehicles outside of 

the involved VIN ranges that this repair is not 
needed. 

 

 

 

Calls from Your  

 Customers 

It is important to institute a system to respond to 
customers calling for more information regarding an 
SSC/LSC.  We recommend designating an individual to 
answer these inquiries to ensure that callers get 
accurate, consistent information.