DEARBORN – It’s taken less than a year for Quick Parts retail outlets to improve parts availability and successfully fill a void in the service industry in Export & Growth (E&G) markets around the world.
Together with its corporate cousin, Quick Lane, Quick Parts is providing rapid, quality service and, in the process, attracting new customers to the Ford brand. Steve Carnegie, service strategy manager, Ford Export and Growth, says 35 percent to 40 percent of the business at the facilities is from customers who own competitive-make vehicles. He said the outlets are also experiencing a combined 35 percent increase in part sales.
Unique to E&G markets, Quick Parts outlets are located in areas where parts availability is limited. The stores carry Ford- and Motorcraft-branded parts, Ford-branded accessories and Ford-branded merchandise. Competitive-make parts are made available if no Motorcraft application exists.
When the Quick Parts concept was developed, one of the goals was to improve Ford’s market presence. Carnegie says the response so far has exceeded expectations. “The retail outlets are not only dramatically increasing parts availability, which benefits our customers, they’re also attracting non-Ford parts customers, in the process providing Ford with a competitive advantage.
“Our expectation was that Quick Parts would help us retain customers who might go elsewhere if parts weren’t available but also allow us to recapture customers we’ve lost and win over some non-Ford customers,” Carnegie added. “That’s happened, and we’ve been exceptionally pleased with how quickly customers have come to rely on us for their parts needs.”
The first Quick Parts opened Nov. 30, 2011, in Honduras. Three more followed, in the Dominican Republic, Cambodia and Kuwait. Many more are on the horizon, primarily in Saudi Arabia where Al Jazirah Vehicles is in the process of opening 28 stores this year.
Additional stores are expected to open in Kuwait, Bahrain and Honduras by the end of the year. Among the markets targeted for growth are Nigeria, Angola and the United Arab Emirates.
Most of the retail outlets are owned and operated by dealers, and that trend is expected to continue.
Whereas Quick Parts stores are unique to E&G, Quick Lane service centers are the fastest-growing service brand in the United States, with more than 600 stores in North America. They can also be found in every Export & Growth region, but are concentrated in Ford Middle East, the Caribbean and Central America and Sub-Saharan Africa. Quick Lane was first introduced in E&G markets in Costa Roca in 2009; there are now 21 locations, the newest of which are in Puerto Rico and Guam.
The Guam Quick Lane is operated by the Triple J Auto Group. President and CEO Robert Jones said the staff is committed to the dealership’s “Customers First” philosophy. “Our success since our 1984 founding is based on respecting our customers, providing good value and service and ensuring that they have an excellent experience with us. This new facility will enable us to further meet their needs.”
Quick Lane offers routine vehicle maintenance, such as oil and filter changes, and light repair services. Backed by Ford, Quick Lane also provides a Vehicle Check-Up Report that helps monitor maintenance needs.
It’s anticipated 33 Quick Lane facilities will be operating in E&G markets by the end of the year, including new locations in Saudi Arabia, Kuwait, Haiti, Honduras and Bahrain. Carnegie says the ones already open are experiencing significant sales increases this year.
Export and Growth provides sales, marketing, service, logistics, planning and financial support to dealers and distributors in four regions – Ford Middle East, Caribbean and Central America, Sub-Saharan Africa and Asia-Pacific.