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Ford's People and Processes

Written by Tony Gratson

Using our theme of The Ford Fleet Difference: People, Products and Processes with this open forum page, in this first article, I will advise you about some of the people at Ford who work on the Ford Police Vehicle Program. I will also describe a process called Product Concern Report (PCR), which is a way of communicating product concerns to Ford.

People

We at Ford’s North American Fleet, Leasing and Remarketing Operations (NAFLRO) are committed to being accessible and quick to respond to your concerns. Please contact the appropriate organization or individual based on your need.

Fleet Customer Information Center: (800) 34-FLEET, Option #2 for Sales Inquiries and Option #3, Pick #1 for Police Vehicle Service Inquiries. Please call the FCIC first for most of your questions or concerns. Option #3 has 24/7 voice-mail capability.

Government Account Managers

Last year, Ford Motor Company added five new government account managers, your primary contact for on-site sales visits. They are responsible for major government accounts, including state police, and large city police and large county sheriff departments. They have conducted more police agency visits, and increased Ford’s presence in regional police, sheriff and fleet conferences. The five government account managers and their territories are:

Bill Giunta, Northeast States: CT, DE, MA, MD, ME, NH, NJ, NY, PA, RI and VT at (609) 266-4040 and e-mail: bgiunta@ford.com.

Tracy Smith, Southeast States: AL, FL, GA, NC, SC, TN, VA and WV at (770) 698-2655 and e-mail: tsmith50@ford.com.

Don Dewar, North Central States: IA, IL, IN, KY, MI, MN, ND, NE, OH, SD and WI at (317) 849-7477 and e-mail: ddewar2@ford.com.

Gary Wright, South Central States: AR, KS, LA, MO, MS, NM, OK and TX at (972) 317-9227 and e-mail: gwright5@ford.com.

Terry Ryan, Western States: AK, AZ, CA, CO, HI, ID, MT, NV, OR, UT, WA and WY at (303) 694-8710 and e-mail: tryan3@ford.com.

Commercial Vehicle Operations (formerly North American Fleet Service) has a field service force with commercial area field managers and select fleet account managers. Please call (800) 34-FLEET, Option #3 to determine if you are assigned a CVO contact person.

CVO Technical Service Support Manager: Thayne Hansen, (313) 390-1480 and e-mail: thansen1@ford.com. Thayne Hansen supervises Service Hotline for police vehicle concerns.

Government Sales Manager: Tony Gratson, (313) 390-1041 and e-mail: tgratson@ford.com. Tony Gratson is your sales contact if your Government Account Manager is not available.

State & Local Government Sales Manager: Kevin Fitzpatrick, (313) 390-1058 and e-mail: kfitzpa1@ford.com. Kevin Fitzpatrick is your contact for Ford’s participation in trade shows.

Crown Victoria Police Interceptor (CVPI) Program Engineer: Michael Blackmer, (313) 845-8594 and e-mail: mblackme@ford.com. Michael Blackmer is your contact for CVPI engineering questions.

Fleet Brand Manager for the CVPI: Gabrielle Senatore, (313) 390-1596 and e-mail: gsenator@ford.com. Gabrielle Senatore is your contact for CVPI product, features and options.

Fleet Brand Manager for SUVs: Michelle Christie, (313) 621-7726 and e-mail: mchris48@ford.com. Michelle Christie is your contact for Explorer and Expedition Special Service Vehicles features and options.

Processes

Police Fleets have the ability to report vehicle issues directly to Ford Motor Company through the Product Concern Report (PCR) system available on the Ford Fleet Web Site— www.fleet.ford.com. PCRs are a valuable resource for product engineers at Ford Motor Company. This will help the ford engineers understand the root cause and provide a direct link with Ford and the police fleet manager. Submitting a PCR only takes a few minutes and is easily done in the Maintenance Section of the fleet.ford.com Web site.

Please report on the following types of concerns: New product concerns with no published fix at the time of servicing, especially during new model launch, or when new or revised vehicle systems and component are introduced; Published repair procedures, which do not fully correct a concern; High mileage or out of warranty product concerns that have shown a repetitive trend.

Please note that this site is intended only as a reporting system. If you have a concern when immediate feedback is required, please contact (800) 34-FLEET, Option #3 – Service Issues, and Pick #1 for Police Vehicle Concerns.

Use our www.fleet.ford.com Web site for product, sales, order status and service information. You can also e-mail us through this Web site. You can register on the Web site or call (800) 34-FLEET, Option #1. If not done so already, use www.cvpi.com to register your fleet for installation of the CVPI Upgrade Kit.

Tony Gratson is Ford Motor Company’s government sales manager. He has worked for Ford for over 20 years in various sales and marketing positions and over 12 years in fleet sales.

Published in Police Fleet Manager, Jan/Feb 2002

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