Recall Administration and Strategy Consulting
Stout’s exclusive 60-point assessment is the automotive industry’s most comprehensive evaluation of recall preparedness, engagement, and execution. Relying on Stout’s preeminent automotive recall expertise and expansive proprietary collection of automotive component defect and recall data, the framework provides unique multi-faceted perspectives on automakers’ historical recall experience, their defect risk profile, exposure to potential costs, opportunities to cost-effectively enhance recall completion percentages, and identifies cost savings opportunities and efficiencies in all aspects of recall administration and compliance.
After completing the assessment, automakers can apply the insights and leverage Stout’s industry expertise to develop industry-leading recall responses. Such a tailored plan can enhance manufacturers’ abilities to identify and prevent defects, minimizes the cost of recalls, creates dealer and customer engagement, and improves safety for its vehicle owners. The Stout framework then provides for periodic review of automakers’ recall programs to ensure a best-in-class strategy is maintained.
Our team of professionals work with clients' vehicle safety experts, general counsel, government / regulatory relations departments, and compliance groups to examine the following areas:
Defect Identification and Testing
Assessments focus on policies and procedures related to identifying and testing safety-related defects in vehicles.
- Safety Office independence
- Recall decision-making process
- Defect information report amendment process
- Accuracy and completeness controls
- Safety testing and data analytics
- Social listening
- Internal communication
- Employee training and certification
- Notification to the NHTSA
- Notification to vehicle owners
- Notification to dealers
- Early Warning Reporting
- Inconsequential non-compliance
- Emissions defect reporting
- Component defect reports
- International recalls
- NHTSA investigations
- Recall VIN Identification
- Quarterly performance reports
- Technical service bulletins
- Internal reporting processes
- Cross functional teams
- Internal collaboration
- Data strategies
- Integration of recall strategies
- Iterative processes
- Message format, language, and channels
- Clear and concise language
- Vehicle owner research
- Call center operations
- Recall repair accommodations
- Website review
- Message consolidation in garage overlap
- Comprehensive use of manufacturer recall communications
- Dealer service capacity
- Vehicle owner data
- Recall outreach and research
- Local stakeholder engagement
- Recall repair events
- Recall repair profitability
- Incentivized recall programs
- Dealer recall performance comparison
- Missed appointments and repairs
- New customer engagement
- Accuracy of dealer recall claims
- Participation in industry events
- Strategic planning
- Completion benchmarks
- Field incidents
- Internal, external, and procurement
- Outreach per remedy
- Dealer markups
- Dealer labor times
- Subsidized dealer outreach
- Remedy part development and distribution
- Legal / litigation
- Cost recovery opportunities
- Quantification of recall cost-savings opportunities through reduced legal costs, reduced injury claims, improved cost recovery, reduced costs per claim, and reduced costs per remedy
Regulatory Notification Requirements
Assessments focus on the execution of policies and procedures used to comply with regulatory requirements regarding notification of safety defects, injuries, fatalities, and other communications to the NHTSA, vehicle owners, and dealers.
Recall Completion Strategy Development
Assessments focus on the resources necessary to enable effective recall strategy development and implementation.
Vehicle Owner Communication
Assessments focus on platforms and channels of communication with vehicle owners using research and data-driven relevance as well as accommodations for vehicle owners to overcome the inconvenience of recall repairs.
Dealer and Field Engagement
Assessments focus on recall information supplied to dealers, resources provided to enable successful recall outreach for dealers, programs to measure dealer participation for recall activities, and evaluation of dealer impediments to recall engagement.
Assessments focus on policies and procedures designed to engage with relevant third-party stakeholders with vested interests in vehicle safety and the ability to assist with data or outreach related to vehicle recalls.
Assessments focus on the evaluation of recall completion against internal and external benchmarks as well as the occurrence of field incidents arising from safety defects.
Assessments focus on quantifying all amounts related to the recalls of vehicles for safety defects and opportunities for cost reduction through data-driven strategies and efficient recall administration.