The goal of Packaging Engineering is to determine better packaging methods that will improve Customer Satisfaction. Damage claims data is a key metric towards this goal. Damage claims are processed through the Traffic Department's CPU facility. Files are created on all claims and as they are processed, Packaging Engineering accumulates claims statistics. This data is then analyzed to look for parts or parts families that have inordinately high damage rates or claims costs. Packaging Engineering examines claims data in various ways in an attempt to prioritize issues needing immediate attention. Damage rates (pieces claimed divided by parts sold), claim dollars (total claims value), and claim pieces (incidents) are all used as well as weighted combinations of the three measures.

In addition to all of this effort with claims data, dealer feedback through e-mail, telephone calls, and PSMAC representation is still a very valuable tool. You are our eyes and ears in when it comes to satisfying the end Customer. Dealer input is a very essential piece of our work efforts because Customer Satisfaction is Packaging Engineering's #1 priority.