Empowerment Information

^ Permission to deviate from General Motors Service Policies and Procedures Manual repair order write up and documentation requirements, or shop supervision requirements, or the WINS Claims Processing Manual.

^ Permission to authorize claims which are not a General Motors responsibility, including:

- Repairs, adjustments, or reconditioning required as the result of damage.

- Used vehicle reconditioning.

- Repairs covered by extended service plans or contracts.

- Unjustified, undocumented, unsubstantiated additional labor time.

- Unnecessary parts, replacements.

- Repetitive repairs resulting from poor dealer diagnosis or workmanship.

^ Permission for the claims administrator to apply approval codes for claims payment.

Dealer is to designate one person responsible and accountable for all approvals issued by service management. Typically, this would be the Service Manager or Service Director. When portions of responsibilities are delegated to others, those who become empowered are to be members of the service management team, responsible for supervision of employees, the performance of the service department and the contractual responsibility to properly administer GM warranties. Service technicians, claims administrators, or other support personnel are not to be empowered for these types of management approvals. All such delegation of approval is to be monitored by the Service Manager or Director, on a routing basis.

The decision making responsibility of empowerment translates into use and application of GM labor operation numbers, claim types, and authorization codes. It is GM's expectation for all dealers to operate at the maximum levels of empowerment. Each element of empowerment may be independently adjusted among the listed alternatives. Additionally, the use of certain labor operation numbers and/or claim types may be prohibited from dealer use, without wholesale authorization.








At maximum levels, a dealer will be empowered as shown:

The full range of empowerment level alternatives are as shown:

The scope of empowerment will be decided upon and set within GM systems by the division having business management responsibility at the site, also known as the Business Management Division, or BMD. The empowerment profile will apply to all GM franchises operating at the site.