General Motors Service and Parts Operations (SPO) is the division of GM that makes sure the parts to service or repair every Buick, Chevrolet, Pontiac, Oldsmobile, Cadillac and GMC vehicle produced in North America are available whenever and wherever they are needed. We provide these parts through our two well-known brands: Genuine GM Parts and ACDelco. SPO also provides parts to service non-GM vehicles around the world through the ACDelco All Makes/All Models line.
We distribute General Motors original equipment parts worldwide. The GM Parts sales activity markets parts and service merchandising to about 7,800 General Motors car and truck dealerships in the United States. Our ACDelco sales activity markets for all makes of vehicles, a broad base of service parts commonly replaced during the lifetime of a vehicle. ACDelco parts flow to the consumer through multiple channels including warehouse distributors; independent service centers; automotive parts retailers and mass merchandisers, who provide them to do-it-yourselfers; and a growing number of international customers.
SPO stocks approximately 380,000 different types of parts and ships an average of 360,000 lines, or part orders, each day. This equals about 30,000 tons of parts a month. We provide the parts to repair or service what estimates indicate are more than 100 million GM vehicles -- as well as a full line of parts in over 30 product categories for the more than 550 million non-GM vehicles on the global roads today.
The affection that drivers have for their cars and trucks is reflected in part
by the increasingly popular trend to personalize, customize and restore
vehicles. In response to this trend, SPO offers GM Performance Parts, GM
Accessories and GM Restoration Parts. Examples of such parts include: engines and aluminum cylinder heads for the performance-minded driver; luggage carriers, bed liners and painted running boards; as well as sheet metal, Corvette fiberglass body panels, and interior and exterior trim for vintage General Motors cars and trucks. More than 20,000 such parts are available to satisfy the discriminating vehicle owner.
Service is a very important aspect of our business. We know a positive vehicle ownership experience is key to building customer enthusiasm and loyalty. "Service after the sale" is more than just an expression to us. To ensure GM customers in the United States, Canada and Mexico, get the service they expect when they take their vehicles back to the dealership for maintenance or service work, SPO has developed the gold standard service process in which participating GM dealerships offer GM Goodwrench Service Plus. This process gives consumers competitive up-front pricing, convenient service hours, courtesy transportation, and a lifetime service guarantee on selected parts and labor. In addition, satellite Goodwrench Service Centers are now being introduced in the United States. These facilities provide maintenance and light repair services that can be completed in about two hours or less.
ACDelco's All Makes/All Models strategy is working to capture the non-GM vehicle market. The strategy includes initiatives such as the Total Service Support program, which emphasizes trained technicians, shop efficiency and effective utilization of service bays; ACDelco Service Centers in the Asia Pacific, Middle East, Europe and Latin America, that provide competitive, non-warranty, light maintenance and repairs; and ACDelco is also developing a Web Integrated Service Environment (WISE) that will provide an Internet connection between ACDelco warehouse distributors and independent service centers.
To assure that technicians stay current with ever-changing automotive
technology, training is available. In 1999, GM enhanced its traditional
instructor led classes held in training centers. Computer and Web-based
training as well as distance learning is being used to deliver technical
training to GM dealership service personnel. ACDelco provides aftermarket
technician training locally. State-of-the-art service training is provided
specifically for each distribution channel.
About 12,000 employees worldwide are dedicated to fulfilling SPO's mission which states, in part, that we will enhance the GM ownership experience; and also to fulfilling our vision, which is to ensure our customers receive the right part at the right time at the right price!