Correct Parts Information In The System: Popular Myth Or Reality?

Most of our day-to-day tasks involve a good deal of typing and clicking through parts requests and catalog prompts. We're heavily dependent on computers for nearly everything we do. Think back to the last time your business’ internet or server network had a little hiccup. Or better yet have you heard the problem car dealerships an Crown Forklift have?

The timeless physical Part catalogs weren’t pretty, but they always worked. Even as we were adopting computer based catalogs, we were disappointed with them, one issues was the inability to scribble notes in the margin. Those notes were like the dead sea scrolls, it was impossible to put a value on them. With dealer feedback about that shortcoming, the ability to add notes was added to the system.

When the system crashed , we lost access to all our valuable information and tasks like catalog and inventory information, ordering and receiving functions, invoice printing, order tracking, and even time clocks. Without a backup plan, things can get chaotic, and operations might come to a standstill. Depending on your company's policy, you might even need to close the shop until everything's back in order. We did, however, keep a supply of our old pin fed printer invoices, we would fill them out by hand and that gave us a packing list and a copy to put into the system later.

Going on, even when our computers were working nicely, the quality of information we put into the system can cause a domino effect of errors, wasting time, resources, and inventory and, worst of all, letting down you, our customers. The old saying "garbage in, garbage out" from the early days of computing is a good reminder that no matter how high-tech we get, we need to start with the right information to make the automated process work effectively.

Everything starts with you the customer. We rely on you to give us the basic equipment and model details so we can catalog the right parts. Once we take over, making sure that information stays accurate is super important. Asking the right questions, following the prompts we need to, and double-checking options that differentiate related products will lead to successful sales and fewer returns.

You know when you call your local OEM dealer's parts department, they ask for your lift’s model and serial number right? That simple information helps cut down on mistakes by identifying the forklift and its options, getting rid of a lot of questions that need to be asked and answered correctly. But mistakes can still happen if the customer gets their lift’s details wrong, misreads the serial number, or if the parts specialist doesn't write it down [we keep take notes in spiral notebooks when you call] correctly. Keeping accurate, easy-to-read notes is also helpful. They can help your coworkers step in if needed and jog your memory during comebacks or complaints.

Here's a little something most like to do repeat the customer’s information back to them. It shows we’re paying attention, and it helps confirm everything's accurate. This way, we avoid having to go over things again and make sure we capture the right information. It's much better to double-check details upfront than to find a mistake after the transaction, like mixing up a "5FGC30" with "5FG30"

Any incorrect information can throw off our results, and guessing vehicle identification or options can lead to returns. We might skip prompts we don't need or bypass the computer when we're sure about something. But when we're not sure, it's always best to ask. While we can't stop customers from guessing or giving us inconsistent information, we can cut down on the "garbage" we put into our system for them.

And if we come across a real catalog error, it’s important not to just blame the computer. The “garbage out” results from a mistake (probably by another human) that was fed into the database. The computer just gives us the answer based on the information it was asked for. Reporting these errors helps the catalog provider investigate them and correct them promptly. Trying to prop up the idea that parts counter personnel are free of errors, is a battle that cannot be won.

In the parts supply industry, the quality of information input into the system is crucial for efficient operations. Errors in data entry can lead to a domino effect of problems, wasting time, resources, and inventory, and potentially disappointing customers. To minimize errors, it's important to ask the right questions, double-check options, and confirm customer information. When errors occur, it's important not to blame the computer [Gordon Graham in the 80’s told his audience never do that, it was hard because there were so many issues] system but to report the errors for correction.

Very soon we need to cover your MyToyota Source. We’ll warm you up to this in the video below.

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?For more information, insights, or conversations regarding your forklift or material handling needs. You can visit our online contact form, call us at 763-425-9066, or email [email protected]. We are also on Twitter, @ToyotaEquipment or @KyleThill on X or Twitter.

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?Kyle Thill - Correct Parts Information In The System: Popular Myth Or Reality?