Streamlining SERP
                        
                        
                            2011
                        
                        
                            Process governed by culture change
                        
                        
                     
                
                    
                        
                        
                            Mechanical repair times
                        
                        
                            2011
                        
                        
                            Mechanical repair times to complement body fixes
                        
                        
                     
                
                    
                        
                        
                            USE* unveil e-Manual
                        
                        
                            2010
                        
                        
                            Owner Literature as multi-platform electronic media
                        
                        
                     
                
                    
                        
                        
                            US$164 million benefit from USE*
                        
                        
                            2010
                        
                        
                            A warranty-claims data study affirms the value of SERP