Understanding the D2D Express Overview Window Understanding the D2D Express Details Window Using D2D Express... 13

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1 General Motors Dealer Guide January 10, 2006

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3 Contents D2D Express Overview... 1 Opening D2D Express... 1 D2D Express Standards of Participation... 2 D2D Express Preferred Dealer Requirements... 2 Procedure for Dealer Escalation... 3 Quick Reference Guide... 4 Setting Up D2D Express... 8 Setting Shipment Pickup/Cutoff Times and Dealer Delivery Radius... 8 Setting Salesperson Access... 9 Inviting Salespeople to D2DLink and D2D Express... 9 Managing D2DLink Notification Settings Understanding the D2D Express Overview Window D2D Express Overview Navigation Awaiting Commitment Committed Sales Understanding the D2D Express Details Window Using D2D Express Review Transactions Awaiting Commitment Agree to Sell a Part Set Up Shipment Print the Packing Slip Stop a Sale Print Reports Self Auditing your Inventory for D2D Express D2D Express Frequently Asked Questions Copyright: 2005 OEConnection LLC. All rights reserved. Any unauthorized reproduction, photocopy, or use of the information herein, in whole or in part, without the prior written approval of OEConnection is prohibited. Trademark Information D2DLink is a registered trademark of OEConnection. D2D Express and D2D Plus are trademarks of OEConnection. Microsoft is a registered trademark of Microsoft Corporation. Windows is a registered trademark of Microsoft Corporation. Other brands or product names are trademarks or service marks of their respective owners, shall be treated as such, and may be registered in various jurisdictions. Notice: Information in this document is subject to change without notice. GM D2D Express Dealer Guide (January 10, 2006)

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5 D2D EXPRESS OVERVIEW D2D Express Overview General Motors provides D2D Express to its dealers to help fill GM s back-ordered parts. D2D Express is available at no charge to dealers. It is an add-on application to D2DLink which enables you to do the following: Receive emergency-needed parts order requests from other dealers. Review the requests. Commit to or decline the requests. Fulfill the requests from your parts inventory. The D2D Express Process: Open D2D Express Review Transactions Awaiting Commitment Agree to Sell a Part Set Up Shipment Print the Packing Slip Stop a Sale Print Reports Set Up D2D Express Note: For additional information or assistance, contact OEConnection s Customer Care at ext. 2 or by at support@oeconnection.com. Opening D2D Express 1. Go to 2. Click. 3. Enter your D2DLink User Name and Password. 4. Click Login. 5. In the D2DLink/CollisionLink Transaction Overview, click the D2D Express icon. Note: If the icon is flashing, there are transactions in the Awaiting Commitment inbox. IMPORTANT: Before filling a D2D Express order for the first time, follow the set-up instructions on pages 8-10 to configure the D2D Express options to your dealership s business needs. GM D2D Express Dealer Guide (January 10, 2006) 1

6 D2D EXPRESS STANDARDS OF PARTICIPATIOIN D2D Express Standards of Participation In order to participate in General Motors D2D Express fulfillment process, GM requires an agreement to adhere to the following standards: Parts must be new, unused, free of damage, and in the original packaging. No substitute part numbers are to be sent via D2D Express. Dealers unable to fulfill previously committed D2D Express commitments must contact SPAC immediately. Drop shipping from another dealer or warehouse distributor is strictly prohibited. When the dealer agrees to a D2D Express case that requires local dealer delivery, the dealer will deliver that part by the close of business the following day. Note: It is suggested that the delivering dealer obtain a signature acknowledging proof of delivery by SPAC case and part #. This proof should be retained for 30 days. D2D Express cases requiring shipment must be shipped the same day the request is received. Label all shipments/deliveries with ship-to addresses, SPAC case number and part number. Do not send D2D Express shipments C.O.D. or freight-collect. Dealer must agree to a minimum local delivery radius of 20 miles. D2D Express Preferred Dealer Requirements Adherence to delivery standards (see D2D Express Standards of Participation above). Enroll in notification of shipping labels at: Employee dedicated to the process (name must be provided to SPAC). Dedicated PC access in parts department. Measurement of compliance to standards. Must be enrolled in GM s Mark of Excellence. Must adhere to minimum training standards. Minimum part stocking level of 10,000 unique GM SKUs. Dealer s D2D Express response rate must exceed 50%. Dealer must agree to a minimum local delivery radius of 50 miles. General Motors incorporates the use of Preferred dealers to fulfilling D2D Express cases. Noted above are the terms that a Preferred dealer must adhere to in order to be considered a Preferred dealer. Preferred dealers are given the first opportunity to fill D2D Express cases, after which other dealers electing to participate will be given the opportunity based on their distance from the demand. 2 GM D2D Express Dealer Guide (January 10, 2006)

7 DEALER ESCALATION ON D2D EXPRESS Procedure for GM Dealer Escalation on D2D Express Dealers should contact SPAC for: To cancel a case AFTER Shipment Confirmation was completed To inquire on a FedEx label If there is a problem or question with the SPAC case How to handle the shipment of an oversized part SPRINT violations Local delivery questions/problems. Helpful Hints Claims for damaged/unshipped parts for D2D Express cases are handled the same way as claims for other damaged/unshipped parts. SPAC may assist with questions if needed. Changing fax phone number: Changing from fax to notification for labels: SPRINT Invoicing problems contact Dealers should contact their Area Parts Manager (APM) for: Questions about becoming a Preferred dealer Questions related to the terms (15% premium) and cap (max $100) applied to a case The D2D Express process in general Dealer performance metrics. Dealers should contact OEConnection Customer Care ( , ext. 2) for: Questions related to use of the D2D Express transaction overview screen Changing D2D Express parameters (local cut-off time, local delivery radius) Web site connection problems (after the dealer has checked internally) D2D Express training/usage Screen refresh rate Local delivery packing slips D2D Express reports (contained in the product) Suggestions to improve the process /text-pager notification Enrollment in mid-day inventory uploads Increasing odds of winning cases Frequency of when cases are sent out. GM D2D Express Dealer Guide (January 10, 2006) 3

8 QUICK REFERENCE I. Review Transactions Awaiting Commitment After opening D2D Express, review the transactions located in your Awaiting Commitment inbox including: Part number and description Time remaining to respond to the offer Required quantity of the part Quantity in your current inventory II. Agree to Sell a Part 1. In the Awaiting Commitment table, double-click the offer that you want to accept to open the Confirmation dialog box. 2. Click Yes and OK to commit to selling the part. 3. If you were the first dealer to respond, D2D Express will transfer the transaction to your Committed Sales pane. Note: If you select No & do not notify me again, requests for this part will automatically be declined until the following day. Click Declined List in the D2D Express Overview menu to view all currently declined parts. Quick Reference Guide Special Instructions for GM D2D Express Subscribers: 1. FedEx information in D2D Express works the same as it did for SPRINT (You receive your tracking numbers and shipping labels in the same way as you did previously). Fax: Ensure your fax number is correct in the Company Information screen in D2DLink Setup (Click Setup Company Information from the Transaction Overview.) To receive tracking numbers and shipping labels via , visit 2. Time lags of one hour or longer may occur between the time you commit to a D2D Express order and when you receive your FedEx tracking number and shipping labels. 3. Local delivery means you have the privilege of NOT filling an order if you cannot deliver the part. Simply Decline the order request. 4. General Motors recommends dealers use the /text page notification. Depending on your company s computer systems, these notifications may be delayed for a few seconds from the D2D Express internal alerts. To set up these notifications, click Setup Notification from the Transaction Overview (see page 10 of this guide for more information). 4 GM D2D Express Dealer Guide (January 10, 2006)

9 QUICK REFERENCE III. Set Up Shipment 1. Double-click the transaction in the Committed Sales inbox to open D2D Express Details for this order. Note: This window does not become a packing slip until you add the tracking number from FedEx. 2. Click at the bottom of the window. 3. For FedEx deliveries: Enter the Tracking # and click OK. Note: In the case of an oversize/truck ship part, enter the Schneider Logistics SLI number as the Tracking number and click OK. For Dealer deliveries: Click OK to close the Shipment Confirmation window. 4. Click at the bottom of the window to complete the confirmation process. The Details window information can now be printed and used as a packing slip. Important: If a Committed Sales transaction has a red background and text, at least one day has passed since commitment to the sale with no tracking number entered. Additional Commitments CANNOT be made until the tracking information is provided. IV. Print the Packing Slip Quick Reference Guide 1. At the bottom of the Details dialog box, click Print to open the Print dialog box. 2. At the bottom of the Print dialog box, click Print to print the packing slip. GM D2D Express Dealer Guide (January 10, 2006) 5

10 QUICK REFERENCE V. Stop a Sale Note: You cannot edit the transaction after confirming your decision to stop the sales transaction. You cannot stop a sales transaction after entering a tracking number in the Tracking # field. To stop a sale: 1. Double-click the appropriate transaction in the Committed Sales pane to open the Details window. 2. Click at the bottom of the Details window to open the Stop Sale? dialog box. 3. Select Stop Sale or Continue Sale and click OK to complete the process. 4. The transaction becomes grayed-out on the Committed Sales pane and the status column reads Cancelled. Note: Cancelled sales are automatically routed to other dealers for fulfillment. Quick Reference Guide VI. Print Reports With this procedure, you can print an Awaiting Commitment List, Today s Committed Sales List, or a Selected Packing Slip (Committed Sales transactions only). 1. In the D2D Express Overview, click Reports to open the Report Options window. Note: To print a Selected Packing Slip, a Committed Sales transaction must be highlighted. 2. Select Print Awaiting Commitment List (and applicable OEMs), Today s Committed Sales List (and applicable OEMs), or Selected Packing Slip. 3. Click OK to open the Print Preview window. 4. Click Print near the top of the screen to print the report. 6 GM D2D Express Dealer Guide (January 10, 2006)

11 QUICK REFERENCE VII. D2D Express Set Up In the lower left portion of the screen, click Setup D2D Express Settings. The D2D Express Settings screen allows you to set your order deadlines and to manage salesperson access to D2D Express. Setting Order Cutoff Times and Dealer Delivery Radius 1. Enter the cutoff time for both weekdays and Saturday in the time text box (use the HH:MM format). 2. Select AM or PM from the drop-down menu. 3. Enter the maximum number of miles your dealership can deliver. The number must fall between 20 and 500. The maximum Dealer Delivery radius for Preferred Dealers must fall between 50 and 500 miles. 4. Select the appropriate time zone from the drop-down menu. 5. Select the checkbox to indicate if your area observes Daylight Savings Time. Note: Program participants should verify their latest FedEx pickup time before providing a cutoff time beyond 5:00p.m. Setting Salesperson Access This procedure allows you to set D2D Express salesperson access. The dealer manager always has access to D2D Express. Note: The default setting is Grant all salespeople access to D2D Express. 1. Click Specify salesperson access to: to allow individual access to D2D Express. Salespeople must be enrolled in D2DLink to have access to D2D Express. 2. Click the appropriate salesperson s name to highlight it. 3. Select the appropriate OEM to which the salesperson will have access. 4. Click Add. Note: See pages 9-10 to invite salespeople to have their own login. Quick Reference Guide GM D2D Express Dealer Guide (January 10, 2006) 7

12 SETTING UP D2D EXPRESS Setting Up D2D Express To access D2D Express setup: 1. Click Setup in the lower left corner of the D2DLink or D2D Express Transaction Overview. 2. Click D2D Express Settings. 3. The D2D Express Settings window allows you to set up order cutoff times, dealer delivery radius, and salesperson access. Setting Shipment Pickup/Cutoff Times and Dealer Delivery Radius 1. Enter the Federal Express cutoff time for both weekdays and Saturday in the time text box (HH:MM format). Order requests requiring FedEx delivery are sent to dealers prior to your dealership s FedEx pickup time cutoff. 2. Select AM/PM from the dropdown menu. 3. Enter the maximum number of miles your dealership can deliver. The number must fall between 20 and 500 miles. The maximum Dealer Delivery radius for Preferred Dealers must fall between 50 and 500 miles. Note: Dealer delivery radius minimum and maximum are determined by the auto manufacturer. 4. Select the appropriate time zone from the drop-down menu. 5. Select the checkbox to indicate if your area observes Daylight Savings Time. Note: Verify your latest FedEx pickup time before providing a cutoff time after 5:00p.m. 8 GM D2D Express Dealer Guide (January 10, 2006)

13 SETTING UP D2D EXPRESS Setting Salesperson Access This procedure allows you to set D2D Express salesperson access. The dealer manager always has access to D2D Express. Note: The default setting is Grant all salespeople access to D2D Express. 1. Click the Specify salesperson access to: radio button to allow individual access to D2D Express. 2. Salespeople must be enrolled in D2DLink to have access to D2D Express. 3. Click the appropriate salesperson s name to highlight it. 4. Select the appropriate OEM to which the salesperson will have access. 5. Click Add. Note: If you select Specify salesperson access to and do not select persons from the list, only the dealer manager has access to D2D Express transactions. If you want to temporarily give access to all salespeople but maintain the limited access list, click the Grant all salespeople access to D2D Express radio button. All salespeople will have access until the radio button is deselected. This does not affect the limited-access list of salespeople. Inviting Salespeople to D2DLink and D2D Express To provide access to D2D Express for members of your sales staff, you must first invite them to join OEConnection and use D2DLink. Once they agree to participate, they can receive their own user name and password for D2D Express. To invite salespeople to use D2DLink or D2D Express, use the Invitation Wizard Invite Salesperson Wizard located on the Tools menu. To invite a salesperson to use D2DLink and D2D Express: 1. Click Tools Invitation Wizard Invite Salesperson Wizard. GM D2D Express Dealer Guide (January 10, 2006) 9

14 SETTING UP D2D EXPRESS 2. Click Next on the wizard information screen to open the Salesperson Information window. 3. Enter the salesperson s contact information including address, name, and phone number (a temporary or borrowed may be used for this function). 4. Click Next to open the Confirmation window. 5. Verify that all contact information is correct and click Finished to send the invitation. An is then sent to the salesperson. 6. The salesperson must receive and reply to the to establish their unique user name and password. Managing D2DLink Notification Settings D2DLink can launch an or text pager notification when buying and selling parts online, including notification of D2D Express Awaiting Commitments. Select the Active checkbox to activate all events (including D2D Express Awaiting Commitments) for which you want to receive notifications. Select the correct method of notification (Pager, Short Message, or Long Message). Enter the addresses or pager addresses for receiving notifications. Note: Your pager must have text message capabilities. Select the appropriate Days checkbox(es) to receive notifications. Use the Hours dropdown menus (Eastern Time) to select the hourly range to receive the notifications. Note: General Motors recommends dealers use the /text page notification. Depending on your company s computer systems, these notifications may be delayed for a few seconds from the D2D Express internal alerts. 10 GM D2D Express Dealer Guide (January 10, 2006)

15 UNDERSTANDING THE D2D EXPRESS OVERVIEW WINDOW Understanding the D2D Express Overview Window Awaiting Commitment: Potential part orders yet to be filled Committed Sales: Transactions that require shipping confirmation or have been completed. D2D Express Overview Navigation Awaiting Commitment Click to return to the D2DLink/CollisionLink Transaction Overview. Click to refresh the screen to ensure up-to-date information. New transactions and status changes appear after each refresh (the system automatically refreshes every five minutes). Note: Prior to committing to the offer, click Refresh to ensure it has not been responded to by another dealer. IMPORTANT: Click the Refresh button often to receive new transactions more quickly and frequently. This can improve your rate of successful order commitments! Click to access D2D Express reports (see Printing Reports for more information). When other dealers are conducting an emergency search for parts, D2D Express displays their requests in the Awaiting Commitment pane. Number of available offers Description Part description Number of missed offers Time Rem. Time remaining to respond to offer (offers that timed-out or were filled by other dealers) # OEC-assigned transaction number Req. Qty. Requested part quantity OEM Offer manufacturer LQOH Quantity in your current inventory Type OEM-specific code/description of parts request Inv. Date Date your inventory was updated to OEConnection Part # Part number Shipment Method of shipment GM D2D Express Dealer Guide (January 10, 2006) 11

16 UNDERSTANDING THE D2D EXPRESS OVERVIEW WINDOW Committed Sales When you successfully commit to an order in the Awaiting Commitment pane, D2D Express transfers the transaction to the Committed Sales pane. Number of committed sales Description Part Description Number of sales cancelled after initiating commitment Qty. Number of parts included in the order. # OEC-assigned transaction number Ship To Destination of shipment OEM Offer manufacturer Shipment Method of shipment Part # Part number Status Current status of shipment Note: If a Committed Sales transaction has a red background and text, at least one day has passed since commitment to the sale with no shipment tracking number entered. Additional Commitments CANNOT be made until the tracking information is provided. Understanding the D2D Express Details Window Note: The D2D Express Details screen can be printed and used as a packing slip after the shipment has been confirmed (i.e., assigned a tracking number) and the changes have been saved. Dealer Contact Information Name, address, and phone number of the selling dealer. Tracking # Enter tracking number for current shipment. Transaction Information Date of request, OEM-specific order information. Can be customized during setup to include OEM logo. Part Description Part # Description of part. Part number. Sold To Shipping Info Ship Method Receiving dealer's name and contact information. Receiving dealer's name and address Shipping method information. Print Save Close Stop Sale Click to print dialog box information. Click to save current information. Click to close dialog box. Click to cancel the sale. 12 GM D2D Express Dealer Guide (January 10, 2006)

17 USING D2D EXPRESS Using D2D Express In the D2DLink/CollisionLink Transaction Overview window, click the D2D Express icon. Note: If the icon is flashing, there are transactions in the Awaiting Commitment inbox. Review Transactions Awaiting Commitment After opening D2D Express, review the transactions located in your Awaiting Commitment inbox including: Part number and description Time remaining to respond to the offer Requested quantity of the part Quantity in your current inventory Agree to Sell a Part 1. In the Awaiting Commitment table, double-click the offer that you want to accept to open the Confirmation dialog box. 2. Click Yes and OK to commit to selling the part. 3. If you were the first dealer to respond, D2D Express will transfer the transaction to your Committed Sales pane. Note: If you select No & do not notify me again, requests for this part will automatically be declined until the following day. Click Declined List in the D2D Express Overview menu to view all currently declined parts. To immediately remove parts from the Declined Parts (Auto Decline) List: 1. Click Declined List. 2. Select the Delete checkbox. 3. Click Remove from List. Note: The Auto Decline list is reset during the end-of-day processing. Dealers begin each business day with no parts on the Auto Decline list. GM D2D Express Dealer Guide (January 10, 2006) 13

18 USING D2D EXPRESS Set Up Shipment 1. Double-click the transaction in the Committed Sales pane to open D2D Express Details for this order. Note: The D2D Express Details window does not become a packing slip until you add the tracking number from FedEx or confirm the shipment for Dealer Delivery. 2. Click at the bottom of the window. Special Instructions for GM D2D Express Subscribers: 1. FedEx information in D2D Express works the same as it did for SPRINT (You receive your tracking numbers and shipping labels in the same way as you did previously). Fax: Ensure your fax number is correct in the Company Information screen in D2DLink Setup (Click Setup Company Information from the Transaction Overview.) To receive tracking numbers and shipping labels via , visit 2. Time lags of one hour or longer may occur between the time you commit to a D2D Express order and when you receive your FedEx tracking number and shipping labels. 3. Local delivery means you have the privilege of NOT filling an order if you cannot deliver the part. Simply Decline the order request. Depending on the method of shipment (FedEx or Dealer Delivery), follow the appropriate instructions below to complete shipment setup: For FedEx deliveries: 1. Enter the FedEx Tracking # and click OK. Note: In the case of an oversize/truck ship part, enter the Schneider Logistics SLI number as the Tracking number and click OK. 2. Click to complete the confirmation process. The D2D Express Details window can now be printed and used as a packing slip. 14 GM D2D Express Dealer Guide (January 10, 2006)

19 USING D2D EXPRESS For Dealer deliveries: 1. Click OK to close the Shipment Confirmation window. 2. Click at the bottom of the window to complete the confirmation process. The D2D Express Details window information can now be printed and used as a packing slip and buyer signoff form (see Print the Packing Slip for more information regarding buyer sign-off printouts). Note: If a Committed Sales transaction has a red background and text, at least one day has passed since commitment to the sale with no tracking number entered. Additional Commitments CANNOT be made until the tracking information is provided. Print the Packing Slip 1. At the bottom of the D2D Express Details screen, click to open the Print dialog box. 2. At the bottom of the Print dialog box, click Print to print the packing slip. IMPORTANT: When printing a packing slip for a Dealer Delivery, both a packing slip and a buyer sign-off form will print. The buyer sign-off form can be sent with the parts delivery for the receiving dealer to sign upon receipt. The signed form should be retained for your records. GM D2D Express Dealer Guide (January 10, 2006) 15

20 USING D2D EXPRESS Stop a Sale Note: You cannot edit a transaction after confirming your decision to stop the sales transaction. You cannot stop a sales transaction after entering a shipment tracking number. To stop a sale: 1. Double-click the appropriate transaction in the Committed Sales pane to open the Details window. 2. Click at the bottom of the Details window to open the Stop Sale? dialog box. 3. Select Stop Sale or Continue Sale and click OK to complete the process. When the sale is stopped, the transaction becomes grayedout on the Committed Sales pane and the status column reads Cancelled. Note: Cancelled sales are automatically routed to other dealers for fulfillment. Print Reports With this procedure, you can print the following reports: Print Awaiting Commitment List Today's Committed Sales List Selected Packing Slip (Committed Sales transactions only) 1. In the D2D Express Overview window, click Reports to open the Report Options window. Note: To print a Selected Packing Slip, a Committed Sales transaction must be highlighted. 2. Select Print Awaiting Commitment List (and applicable OEMs), Today s Committed Sales List (and applicable OEMs), or Selected Packing Slip. 3. Click OK to open the Print Preview window. 4. Click Print near the top of the screen to print the report. 16 GM D2D Express Dealer Guide (January 10, 2006)

21 SELF AUDITING YOUR INVENTORY Self Auditing your Inventory for D2D Express D2D Express works best when your inventory is as up-to-date as possible in the locator. To ensure you have access to your latest inventory upload, OEConnection has created a tool that allows each dealership to monitor inventory freshness. Using the Inventory Information Function Note: D2DLink subscribers that do not publish their inventory information do not have access to this function. If you publish your inventory information, you can use this function to view, save, and/or print the information. To access Inventory Information: 1. Click Tools Inventory Info 2. View the Inventory Update History information including the date available on the Locator, the date and time the inventory was collected from the DMS, and the number of parts available. 3. To download the parts inventory, click the Download icon. The parts inventory opens in an Excel spreadsheet. If you do not have Microsoft Excel, you can open the file in Notepad. Note: Internet Explorer may open a second File Download dialog box. If this occurs, click Open. 4. Once the spreadsheet is open, you can print or save the information if necessary. Note: OEConnection offers D2D Express subscribers the ability to update their D2DLink parts inventory mid-day if enrolled in D2D Plus Inventory Updating. For additional information on this service, call OEConnection at To enroll online, visit GM D2D Express Dealer Guide (January 10, 2006) 17

22 D2D EXPRESS FAQS D2D Express Frequently Asked Questions GM How does D2D Express work? OEConnection collects the inventory of D2DLink subscribers each night. D2D Express cross-checks inventory information with SPAC cases submitted to OEConnection. D2D Express then automatically submits online part fulfillment requests to the closest stocking dealers. The first dealer to respond to the online request is awarded the sale. All transactions are conducted using the D2DLink web browser. No additional paperwork needs to be submitted to General Motors. How will GM s D2D Express speed up delivery of emergency parts? By combining the knowledge of dealer inventories with SPAC case updates every half hour, GM dealerships will be able to match their needs with the inventories of other dealerships quickly and efficiently. D2D Express will also take the distance between dealerships into account when determining the fulfilling dealership, which may allow for same day delivery. How will D2D Express affect the SPAC process? There will be two process changes for all SPAC cases: Once a SPAC case is created, the order cannot be cancelled until it has gone through the D2D Express process. The D2D Express process automatically determines the fulfilling dealership; SPAC cannot award SPRINT cases based on dealer request. Accessories and Performance Parts will no longer be eligible for overnight, expedited service via the SPRINT/ D2D Express process. What is the difference between local delivery and non-local delivery? To maximize customer service and improve response time, D2D Express will introduce a concept referred to as local delivery. In many cases, local delivery will allow dealerships to have their emergency part needs fulfilled the same day they make the request. Each participating dealer can input a mileage radius for local delivery in which the dealership is willing to deliver a part without charge. The larger the radius, the more opportunities dealerships will have to fulfill orders. When the part is not available through local delivery, D2D Express will source the order to the closest dealer while relying on FedEx for the delivery as is done today. Distance between locations is calculated as the crow flies, rather than driving, however, the requesting dealer's city and state are also displayed, so dealers can make an informed decision whether or not to fill the order via local delivery. How does GM expect D2D Express to improve customer satisfaction? The value of D2D Express lies in the transparency of part availability and the use of distance calculations to source emergency parts. By leveraging knowledge of GM dealership inventory, D2D Express is a means to resolve emergency parts needs quickly and efficiently. Better emergency order sourcing decisions will increase overall customer satisfaction by getting GM vehicle owners back on the road faster. Will D2D Express force dealerships to sell a part if they have stock? Dealerships continue to retain the decision to sell or not sell the part. What advantages does D2D Express have over the SPRINT process for GM dealerships? There is no charge for dealerships to participate in D2D Express. By eliminating costs associated with RAPID SPA and automated dialing systems, we hope more dealers will be able to participate, increasing GM s overall customer satisfaction and availability. 18 GM D2D Express Dealer Guide (January 10, 2006)

23 D2D EXPRESS FAQS What advantages does D2D Express have for GM vehicle owners? In emergency situations, D2D Express will help get our customers back on the road more quickly sometimes even in the same day. This will increase their satisfaction with your dealership and GM Goodwrench service. How often will SPAC cases be submitted to OEConnection? GM will send SPAC cases to OEConnection as they are created. OEConnection releases these cases to dealers every half hour and the dealer response is instantaneous allowing for the possibility for parts to be delivered same-day. Will D2D Express continue the premium previously paid to dealerships for fulfilling SPRINT requests? Will there be any change in the existing cap of $100/case? No, the premium will be reduced to 15%. The cap of $100 per case will continue to be in place. Why is GM reducing the premium? GM s SPRINT case resolution was put into place to fill emergency back-orders to drive customer satisfaction. The 25% premium GM paid helped to offset the dealer expense associated with filling SPAC cases. Expenses such as automated dialing systems, the RAPID SPA transaction and DSP charges are eliminated with D2D Express. Additionally, benchmarking showed that GM paid substantially more than our competition for filling similar cases. Why is GM changing from the existing process for filling SPRINT cases to D2D Express? GM is always looking for ways to reduce the cost and complexity of existing business processes. SPRINT was created to fill emergency parts orders and to maximize customer satisfaction. The D2D Express process utilizes technology to more efficiently match the demand with the need to fill the order quickly and efficiently. Using D2D Express will reduce costs for both the dealership and GM in filling SPRINT cases. Will there be a minimum paid to a dealer for filling a case? At this time there are no plans to implement a minimum payment, or floor, for filling a SPAC case. Are there differences in creating a SPAC case? No, the process for creating a SPAC case remains the same, the dealership can open a SPAC case using RAPID, TRACS or by calling SPAC directly. Why should dealers enroll in D2D Express? There is no fee to participate and the dealer retains the right to sell the part. D2D Express will provide dealers will parts sales opportunities they may not otherwise have. Participation in D2DLink is a required prerequisite to enrollment in D2D Express. Why is GM using Preferred Dealers? There have always been a small group of dealers that filled the majority of SPAC cases. In order to continue to leverage these dealers inventories in filling SPAC cases, while allowing all other dealers to participate, GM is giving a preference to dealers with larger inventories and more comprehensive delivery routes. The open, no fee enrollment will allow all dealers to participate but gives preference to dealers with more comprehensive inventories and infrastructure to support the case volume. How many Preferred Dealers do you expect? The major limiting factor in becoming a Preferred Dealer is the requirement to carry a minimum of 10,000 unique SKU s. The inventory collection process run by OEConnection for D2DLink indicates there are roughly 220 dealers that meet these criteria. If a dealer meets the Preferred Dealer criteria and agrees to the standards they can become a Preferred Dealer. GM D2D Express Dealer Guide (January 10, 2006) 19

24 D2D EXPRESS FAQS How does a dealer enroll as a Preferred Dealer? GM is using the OEConnection enrollment site for all D2D Express enrollments. When the dealer logs into the site with their dealer code an automatic check is done of that dealer code. If the dealer has stocked more than the required minimum of 10,000 unique SKUs the Preferred Dealer enrollment option becomes available to them. In choosing either Preferred or General enrollment the dealer must still agree and adhere to the standards of participation. How is the case handled if a match is not found? All SPAC cases created on or after August 18, 2005 will automatically be sent through the D2D Express process for fulfillment. Successful matches are closed via status information sent to GM by OEConnection. Any cases for which a match is not found are returned to the SPAC department with a status code indicating the reason (i.e., no matching dealers found or no accepting dealers); these cases will then be worked manually by SPAC agents to attempt to fill the case. SPAC also has a process available that will manually force all open cases that have previously been run through the process, either by part number or by date to assist in effectively closing cases. How many notification waves are there? There are a maximum of five waves that may take place. With each wave, D2D Express expands the distance from the demand and the number of dealers able to respond. If the case is filled in wave one, no subsequent waves are sent out. Each wave lasts for 30 minutes before moving to the next wave. Any dealer notified in an early wave can still accept a case in a later wave. For example, in wave one we only send the case to the three closest dealers, in wave two we move to the next 10 closest and so on. Will GM continue to keep a SPRINT violations log? Yes, the tracking of dealership SPRINT violations will continue. GM believes that the D2D Express process allows more accurate and complete tracking of SPRINT violations. Metrics are gathered and posted to a website weekly for the SPAC department to monitor and use to track dealer behavior. It will now be much easier for GM to suspend a dealer for SPRINT violations than it was in the past. It is important to note that while GM has not yet determined all metrics that need to be monitored, new SPRINT violation metrics have been created. If a dealer confirms shipment of a case when they have not actually sent the part and then needs to cancel the sale, a record of the activity is logged and monitored. Repeated violations of this rule will result in temporary suspension from participation. How will oversized parts be handled? The current SPRINT process excludes many oversized parts from being handled via Fed-Ex due to weight or size restrictions. D2D Express will also exclude these parts from processing via Fed-Ex. When a dealership receives a SPAC case for an oversize part they should first contact SPAC to notify them the part is oversized. They will in turn be instructed to contact Schneider Logistics who will arrange pick-up and shipment of the part using a freight expediter. The dealership should use the Schneider provided SLI# as the tracking number to confirm shipment. If you have any concerns shipping oversized parts, contact SPAC. Should the dealership switch shipping label notification from fax to ? Yes, it is highly recommended (and required for Preferred Dealers), that all dealers sign up for shipping label notification. Dealers can enroll in notification through the Internet at Any questions related to the D2D Express application can be directed to OEConnection at , ext 2. SPRINT questions should be directed to SPAC at GM D2D Express Dealer Guide (January 10, 2006)

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