Operational Parts Support Guide

OLYMPIAN INTERNATIONAL
(APPS, CIS, EAME & LACD)
Operational Parts Support Guide
LEHF7234-00
Operational Parts Support Guide

1 Contents

1 Contents ......................................................................................................................................................................................... 2

2 Introduction ................................................................................................................................................................................... 4
2.1 Introduction ....................................................................................................................................................................... 4

3 Parts Identification ...................................................................................................................................................................... 5

3.1 Parts Identification .......................................................................................................................................................... 5
3.2 Compass ............................................................................................................................................................................ 5
3.2.1 Compass Training ............................................................................................................................................ 7
3.2.2 Compass Updates ............................................................................................................................................ 7
3.2.3 Supercessions on Compass ........................................................................................................................... 11
3.2.4 Compass Support ............................................................................................................................................. 11
3.3 Identification of Parts not found on Compass – Parts Distribution Center (PDC) Parts Helpdesk ..................... 11
3.4 Price File Updates ............................................................................................................................................................ 11

4 Parts Sourcing and Order Types ................................................................................................................................................ 12

4.1 Parts Sourcing .................................................................................................................................................................. 12
4.2 Larne Factory Sourced Parts ......................................................................................................................................... 12
4.3 PDC Sourced Parts .......................................................................................................................................................... 12
4.4 Part Order Types .............................................................................................................................................................. 12

5 Order Processing ......................................................................................................................................................................... 13

5.1 Larne Sourced Parts Ordering ....................................................................................................................................... 13
5.1.1 Obtaining a Parts Quotation from The Larne Factory ................................................................................ 13
5.1.2 Placing an Order for Parts from The Larne Factory ................................................................................... 13
5.2 PDC Sourced Parts Orderings ....................................................................................................................................... 13
5.2.1 Electronic Global Ordering (e-GO) ............................................................................................................... 13
5.2.2 PDC Order Processing - What Happens To A Dealer Order Once Placed on e-GO? ........................... 14
5.2.3 e-GO Training .................................................................................................................................................... 14
5.2.4 Vehicle Off Road (VOR) Surcharges ............................................................................................................. 14
5.2.5 VOR Order Support Through PDC ................................................................................................................. 14
5.2.6 Forward Ordering and Abnormally Large Order Quantities .................................................................... 15
5.2.7 Exchange/Surcharge Process ....................................................................................................................... 15
5.3 Parts Order Cancellation Policies ................................................................................................................................. 15

6 Order Processing ......................................................................................................................................................................... 16

6.1 Invoicing of Parts Shipments ......................................................................................................................................... 16
6.2 Dealer Day Stock Shipments ......................................................................................................................................... 16
6.3 Freight Arrangement Services – Definition and Understanding .............................................................................. 16

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7 Parts Claims, Discrepancies and Returns ............................................................................................................................... 17

7.1 Claims and Returns Department .................................................................................................................................... 17
7.2 Claims and Subsequent Credit Note Processing ....................................................................................................... 17
7.3 Material/Order Discrepancy Claims ............................................................................................................................. 17
7.4 Dealer Stock Material Returns ...................................................................................................................................... 17

8 Appendix ........................................................................................................................................................................................ 18
8.1 Acronyms and Definitions .............................................................................................................................................. 18
8.2 PDC Aftermarket Management ..................................................................................................................................... 19
8.2.1 Customer Service Team – PDC Desford ...................................................................................................... 19
8.2.2 Parts Helpdesk – PDC Desford ...................................................................................................................... 19
8.2.3 Larne Supplied Parts Team ............................................................................................................................ 19
8.3 Period of Support ............................................................................................................................................................. 20

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2 Introduction

2.1 Introduction

Date: August 2007

This Operational Parts Support Guide provides Dealers the “how to do business” knowledge in the area of parts operations.

If a Dealer needs to create a new account or make operational changes to their existing Olympian parts account they should contact their MPC Product Support
Representative to discuss and review.

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3 Parts Identification

3.1 Parts Identification

There are two methods that the Dealer can use to identify their parts requirements for generating sets shipped from all
factories:

• Compass – For standard product offerings the Dealer should first use Compass (see section 3.2)
• PDC Parts Helpdesk – For parts not contained within Compass including Product Variant Request (PVR) and Design
To Order (DTO) parts (see section 3.3)

3.2 Compass

What is Compass?

Compass is the parts identification tool used by Dealer parts and service personnel to identify standard generating set parts
requirements, drawings, parts stocking lists and service literature. To date Compass contains over 30,000 standard part
numbers. Through the update process Dealers can ensure that Compass is up to date with New Product Introductions (NPI)
and new serial number specific builds shipped from our factories.

How Do I Order and Use Compass?

Copies of Compass can be obtained via an online order form on PowerNet, using the link below:

https://engines.cat.com/infocast/frames/ep/products/olyglobal/ps/compassform/

There is no limit to the number of copies of Compass a Dealer can receive. In addition Dealers are not charged for the use,
installation and licensing of Compass. The same Compass CD may be used to install Compass on multiple computers or
workstations.

An electronic version of the Compass Handbook, which acts as a user guide, automatically installs with every copy of Compass.
Additional copies can be found in the Electronic Media Center on PowerNet, the Compass Handbook media number is
LEGF6391.

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How do I Activate a Compass License?

Please note that a Dealer must licence Compass upon installation via a free online form available from PowerNet using the link
below:

https://engines.cat.com/infocast/frames/ep/products/olyglobal/ps/clr/

For security purposes, an individual Compass licence is valid for 12 months. To ensure that Dealers continue to receive
Compass updates and information regarding parts identification, Dealers should renew their individual Compass licences every
12 months following the process described above. Registered Compass users will receive an email notification 30 days prior to
license expiration.

How do I create a quote?

In addition to standard generating set parts identification Compass can be used to create parts quotations for customers. These
quotations can then be used to create purchase orders for ordering from our Parts Distribution Center (PDC). See section 5 for
parts ordering details.

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3.2.1 Compass Training

Compass training is available as part of the 2-day Parts Support Training course. This course covers the following areas
involved with the parts ordering process:

• Parts Identification
• Associated Parts Selling
• Genuine versus on-Genuine Parts
• Parts Warranty
• Compass Parts System
• e-GO
• Recommended Stocking Lists

For further information on this course, and others offered, please contact your Power Systems Product Support Representative.

3.2.2 Compass Updates

Due to both NPI and generating set shipments it is necessary to update Compass on a regular basis. We aim to provide at least
one Compass update every month.

All Compass users will need their CWS logon ID to receive a Compass update. This CWS logon ID must be the same as the one
associated with the individual Compass license.

You will need to allow 48 hours from the time the Compass license key is activated to the time you can perform a first update
with your Compass parts identification tool.

Every time a Compass update is available on the update manager each registered user will receive an email notification.
Every Compass user should then follow the process outlined below to keep their Compass up to date with the latest standard
generating set parts identification information.

To Enable Compass to Receive Updates:

1. First go to a catalogue of parts.

2. Open the Compass Catalogue, and select the “Options” tab from the top menu then select “Update”.
3. From the new “Update” interface select the “Configuration Download” button located in the top right hand corner of the
pop-up box.
4. From the “Configuration Update” box, ensure the “http/https” tab is selected and select the “Base-URL” field.
5. In the “Base-URL” field remove the characters jsp/ from the URL, the new URL should then appear as
http://fgwilsonha.cat.com/shop/um_download
6. Once the Base-URL is updated and “OK” has been selected to save the change it will now be possible to download updates
for Compass.
7. To check for and download the latest updates, please select the “Check for Updates” button in the update screen.

For subsequent updates repeat steps 1,2,3 and 6.

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3.2.3 Superscessions on Compass

If a part has been superceded Compass will enable you to view the supercession history. The History icon will appear beside
the part, symbolised by an ‘H’. The supercession information available can be viewed by clicking this icon. The history section,
or supercessions, displays a list of all parts that have been replaced in sequence from the newest to the oldest. This allows
users to check the status of a part that a customer may require against what is currently available. (Examples and instructions
on how to use the History section can be found on pages 16 & 17 of the Compass User Handbook).

3.2.4 Compass Support

If a Dealer has any technical difficulties with Compass such as installation or licensing issues, they should contact the
aftermarket helpdesk.

The aftermarket helpdesk can be contacted by telephone or email as follows:

Telephone: +44 (0) 2828 26 5001

E Mail: aftersales@fgwilson.com

The operating hours of this helpdesk are:

Monday to Friday 0800 to 1700 UK Time.

3.3 Identification of Parts Not Found in Compass - PDC Parts Helpdesk

Due to NPI and Engineering Change (ECN) Compass does not contain 100% of parts for all standard generating sets. If you
cannot identify your parts requirement from Compass or you are trying to identify parts for either a DTO generating set or a PVR
generating set please contact our parts helpdesk to identify the parts required:

Telephone: +44 (0) 870 990 8570

E Mail: helppdc@fgwilson.com

The operating hours of this help desk are:

Monday to Friday 0700 to 1800 UK Time.

3.4 Price File Updates

At the time of a parts pricing review Dealers will receive a copy of their Dealer specific pricing (price file) for use with Compass.

This parts pricing file, for upload into Compass, will be sent to the registered Dealer contact/contacts at least 30 days before
any new pricing takes effect. Additional Dealer specific price files can be requested throughout the year from compass@
fgwilson.com. In addition Dealers should advise of changes or additional personnel who should receive pricing files via this
email address. Please remember Compass price files are Dealer specific and formatted to be used only with the Compass
parts identification tool (Excel versions available on request from the aftermarket helpdesk). Refer to the Compass Handbook
for part pricing uploading details.

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4 Parts Sourcing and Order Types

4.1 Parts Sourcing

Dependant on the type of part required the part is either ordered directly from the Larne Factory or through the Parts
Distribution Center (PDC) at Desford.

4.2 Larne Factory Sourced Parts

The part types that are sourced directly through the Larne factory are as follows:

• Complete engines
• Complete alternators
• Configurable parts (e.g. ATI’s Control Panels, Circuit Breaker Assemblies)
• Programmable parts (e.g. ECM’s)

These parts are ordered through the Larne Parts Ordering Team. The Larne factory sourced ordering process is explained in
section 5.1.

4.3 PDC Sourced Parts

Dealers source all other parts through the Parts Distribution Center (PDC). The PDC ordering process is explained in section 5.2.

4.4 Part Order Types

There are two types of parts order that a Dealer can place for parts for an Olympian generating set. These order types detailed
below can be placed for both Larne and PDC sourced parts:

Stock Order – standard orders required by a Dealer to maintain stock levels and local customer fill.

As a rule, stock orders are only dispatched to Dealer addresses listed in the e-GO parts order system by the individual Dealer.
Please note Dealer stock orders are not shipped to special addresses or forwarding addresses unless prior approval is given in
writing by PDC.

VOR Order – VOR (Vehicle Off Road) is our highest priority order. This order type should only be used for emergency parts
orders, for example when a critical generating set is offline and needs parts support.

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5 Ordering Parts

5.1 Larne Sourced Parts Ordering

For all parts to be ordered directly from the Larne factory (engines, alternators, configurable and programmable parts) as
outlined in Section 4.2, the ordering process is as follows:

5.1.1 Obtaining a Parts Quotation from The Larne Factory

To obtain a quotation for spare parts sourced through Larne contact the Larne Parts ordering team via the following email
address LarneSup@fgwilson.com.

When requesting a quotation for a Larne Supplied part the full generating set serial number or original sales order number
is required. These can be identified within Compass. If for any reason the Dealer does not have access to this information, the
following information can be provided to obtain a parts quotation:

• Generating set Model and Rating of Generating set

• Voltage
• Country of Destination
• Panel Language
• Shipment Method (Air freight, sea freight, road, DHL)
• Olympian Customer Code

We aim to issue a quotation within 2 days of the request by the Dealer. The quotation will always provide the part number,
pricing and availability. In addition the quotation or sales order number provided is a unique identifier for the quotation/ order.
These reference numbers are used and referenced during correspondence between the Dealer and the Larne factory ordering
team. All quotations provided will be valid for a period of 90 days from date of issue.

5.1.2 Placing an Order for Parts from the Larne Factory

When placing an order for spare parts through Larne please submit the order via email to newsalesorders@fgwilson.com.

If a quotation was requested, all orders submitted should contain the quotation reference number. If an order is being made
without a quotation having been previously obtained, the order should contain the same information detailed in section 5.1.1.

Lead times will vary depending on the order type and part availability. Additional charges may be incurred for requesting a VOR
order as stated in section 4.4. VOR parts orders should only be requested for emergency parts needs.

5.2 PDC Sourced Parts Ordering

For parts sourced through PDC the parts order fulfilment process is detailed in the section below. For any questions or
issues with the PDC parts ordering process the first point of contact for the Dealer should be their PDC Customer Service
Representative.

5.2.1 Electronic Global Ordering, e-GO

Dealers should use the online ordering system, e-GO, to check parts availability, pricing and to place orders from PDC. e-
GO is an online web based parts ordering and tracking system for all Dealer PDC stock and VOR orders. Only when e-GO is
not available to the Dealer may the Dealer place orders in writing (email, fax or letter) to their individual Customer Service
Representative.

If a Dealer needs to create a new e-GO account they should contact their MPC Product Support Representative.

e-GO is accessed through PowerNet, via the link below:

https://eGO-parts-ordering.cat.com/e-GO/login

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Each Dealer has a nominated Dealer administrator for e-GO whose role is to control individual Dealer personnel access to
e-GO. The Dealer e-GO administrator should manage any issues regarding e-GO access. If a Dealer administrator cannot
resolve a particular e-GO issue or requires further support they should contact the PDC Customer Services Manager for
support.

5.2.2 PDC Order Processing - What Happens To A Dealer Order Once Placed on e-GO?

Once a parts order (stock or VOR) is loaded into e-GO it is given an individual, system generated PDC order number.

For VOR orders in stock that are placed in line with the agreed cut-off times, these are then picked, packed and shipped on
that same day. Dealer Stock orders are processed on the next available Dealer day. These are days when all Dealer order lines
currently available are allocated and begin processing through the PDC warehouse.

All Dealer stock orders allocated on a particular Dealer day are processed, picked and packed for shipment within 5 days. A
Dealer may have more than one Dealer day during a week thus increasing the frequency of stock order processing for Dealers.
Where necessary a Dealer may arrange extra Dealer days with their PDC Customer Services Representative.

All orders are shipped in line with the established Incoterms and individual Dealer instructions. For stock orders this involves
shipment to Dealer facilities and premises. For VOR orders this can mean shipment to end users or customer sites.

VOR orders have priority over stock orders and as such, available material will be allocated first to VOR orders, and then
subsequently from oldest to most recent stock orders. VOR orders cannot be shipped together with stock orders. VOR orders
will be despatched immediately when parts are available.

Due to the emergency nature of VOR orders, if a Dealer has not supplied shipping instruction we will control transportation to
the Dealer. In these cases we will select the most effective method of transportation available using existing logistics partners.
For example, if a Dealer has an ex works agreement, transportation for processed VOR orders will be arranged immediately and
the Dealer will be liable for all associated costs.

In conjunction with PDC, Dealers select their transportation method of choice for stock orders.

At any time in the ordering process, from order placement to shipment Dealers can track their orders using e-GO.
e-GO provides Dealers with up to date status for all VOR, stock and back orders.

5.2.3 e-GO Training

An e-GO user manual is available for download via PowerNet. e-GO training is also available as part of the Parts Support
Training course. Please refer to section 3.2.1 for more information on this course and the course content.

5.2.4 VOR Surcharges

Any Dealer may request that a stock order is changed to a VOR order, however in such circumstances a VOR surcharge may
apply to the particular parts affected. A VOR surcharge is an extra charge applied in certain situations. For further information
regarding VOR surcharges please contact your individual PDC Customer Service Representative.

5.2.5 VOR Order Support Through PDC

For parts that are in stock at PDC our goal is to ship VOR orders on the same day of order receipt. To ensure this same day
shipment, for parts in stock, Dealers should ensure the VOR order is placed in line with the following cut-off times:

• For delivery within the United Kingdom the VOR order must be placed before 1530 UK Time
• For delivery within the European Union, excluding the United Kingdom the VOR order must be placed before 1445
UK Time
• For delivery outside the European Union the VOR order must be placed before 1400 UK Time

We aim to fill 90% of all stock and VOR lines at the time of their allocation. Any order that cannot be filled at this time from PDC
becomes a backorder.

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5.2.6 Forward Ordering & Abnormally Large Order Quantities

The placement of forward order schedules for parts over a period of time allows better management of both customer order
demand and improved local parts fill to the markets served. Forward ordering helps ensure parts are available for normal
business demand and emergency requirements for customers. This ordering process provides greater order fill rate upon
dispatch thus reducing customer back orders and overall costs.

5.2.7 Exchange/Surcharge Process

Certain part numbers incur an exchange/surcharge fee upon shipment and invoicing. This fee is refundable by PDC upon
receipt (subject to inspection and acceptance) of the used/replaced part. Terms and conditions apply:

• Selected items will contain a surcharge at time of invoice, if a surcharge is applicable it is visible to the Dealer at the time of
ordering on e-GO
• For Surcharge Returns, please contact the Claims & Returns Administrator at PDC Desford, stating which parts are to be
returned
• The Claims & Returns Administrator will respond to the Dealer and outline the procedure to follow
• The cost of the return of the parts will be borne by the Dealer
• Any surcharged part returned by the Dealer to PDC will be actioned by the 10th working day of the receipt of the part. This
will have one of the following results:
• The rejection of the returned part and notification of such in writing to the Dealer
• Acceptance of the return and notification of such in writing to the Dealer. The credit for the returned material will then
be processed as described in section 7.2. Failure to do so may result in a delay issuing the credit note
• Core components must be returned within 12 months of purchase

Dealers can submit claims by contacting the PDC Claims and Returns administrator via telephone at +44 (0) 870 990 8562 or by
email to grignion_chris@cat.com

5.3 Parts Order Cancellation Policies

The following describes the policies associated with the cancellation of a parts order:

• Orders for material held in stock at PDC may be cancelled at any time up to the point of allocation. For VOR orders,
allocation occurs immediately on order placement and for stock orders this occurs at the next available Dealer day
• Material Specifically Sourced From a Supplier
• If the material cannot be cancelled at the supplier the customer cannot cancel the order and will be notified in writing by
their PDC Customer Service Representative
• If the material has already been received at PDC and the supplier will not accept a return the Dealer cannot cancel the
order and will be notified in writing by their PDC Customer Service Representative
• If the material has already been received at PDC and the supplier will accept a return a customer can cancel the order
but will be invoiced for all associated return costs plus a 15% (of parts value returned) administration fee. The Dealer
PDC Customer Service Representative will notify the Dealer in writing of this
• After order allocation but before dispatch any parts order cancellation will carry a 15% (of the order value of the cancelled
material) restocking charge. This will be invoiced to the appropriate Dealer account
• After dispatch any request for order cancellation is handled through the parts and material return process (RGR) and
subject to the terms and conditions of that process. (See Section 7.3)
• Cancellations for parts that we have specifically purchased for Dealers and all configurable parts ordered from the factory
will be subject to review on a case-by-case basis

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6 Invoicing, Shipping and Pricing

6.1 Invoicing of Parts Shipments

• All shipments from PDC to a Dealer’s nominated delivery address will be invoiced from PDC on day of shipment, or when
packaged and Ready To Ship (RTS) in the case of Dealer ex works orders
• All Dealer accounts at PDC will invoice/ transact in the same currency as the Dealer’s Larne generating set account
• Duplicate invoices will be supplied by PDC upon request for a period of up to 18 months from date of shipment. These are
provided to the Dealers at no cost
• Dealers will be invoiced on one invoice number per parts delivery
• Dealer supplied invoices and documentation can be attached to outbound shipment in place of Olympian generated
documentation upon request and under the following conditions;
• Intent to provide own documentation must be clearly stated on the purchase order and coordinated with the relevant
PDC Customer Service Representative
• Dealer invoices must be printed on Dealer letterhead
• For legal reasons, prices stated cannot be below Dealer purchase price
• Part numbers and descriptions must be valid and reflect PDC actual shipment details
• Dealer Invoice documentation must be received within 3 working days from date of notification from PDC that a
particular parts shipment is ready to ship

Please note that invoice/ invoicing related claims are only accepted within 30 days from date of invoice.

For any further information on parts order invoicing please contact your individual PDC Customer Service Representative.

6.2 Dealer Day Stock Shipments

• On Dealer days all available stock order parts will be allocated and ready for picking. Goods will be ready for dispatch on
the 5th working day following the Dealer day
• All stock orders available will be consolidated into one shipment and one invoice will be created in line with this shipment
• Exceptions will be made for letter of credit orders, which can be packed separately to meet letter of credit requirements.
Exceptions also apply to parts orders requiring third party inspection (e.g. Intertek/ SGS)

6.3 Freight Arrangement Services- Definition & Understanding

Dealers will agree standard freight terms at the time of account set-up.

We will be at liberty to select the most appropriate carrier to attempt to minimise Dealer freight costs and maximise service.
Alternatively the Dealer may select the carrier they wish to use on the condition that the selected carrier is an approved agent.

For ex works orders to be collected by the Dealer’s authorised agent, the selected agent will be notified when goods are ready
to dispatch. The required documentation will be provided directly to the nominated agent and/or customer. Nominated agent
details including contact name and telephone number must be clearly stated on all Dealer Ex Works purchase orders.

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7 Parts Claims, Discrepancies and Returns

7.1 Claims and Returns Department

The Claims and Returns department within PDC is responsible for receiving and processing Dealer part claims and returns.

At the end of the investigation process the PDC claims administrator will inform the Dealer if the claim is accepted or rejected
with supporting reasons.

Dealers can submit claims by contacting the PDC Claims and Returns administrator via telephone at +44 (0) 870 990 8562 or by
email to grignion_chris@cat.com

7.2 Claims & Subsequent Credit Note Processing

Our aim is to action and process Dealer claims requests within 15 working days of receipt of the claim from the Dealer:

Key points to note:

• All approved credit notes will be posted to a Dealers account as a Dealer credit
• All credit notes will be posted to a Dealers account within 21 working days of authorisation approval
• We will only accept Dealer claims within 30 days from receipt of parts at Dealer premises/delivery address

7.3 Material/Order Discrepancy Claims

Where a Dealer wishes to return material to PDC for credit in instances such as the following: Dealers ordering incorrect parts,
PDC/ Larne supplying incorrect parts, packaging issues or faulty parts received by the Dealer the following guidelines apply:

• Only material originally supplied by PDC/ Larne may be submitted for return/credit
• No material will be accepted by PDC/ Larne without having a valid RGR (Returns Number) associated with the return
– The PDC claims administrator will supply this RGR reference in advance of the return
– This RGR number must be referenced on all packaging and returns paperwork
• The Dealer must initiate a claim within 30 days of receipt of the parts at a Dealer premises/delivery address
• In instances of over shipment and/or incorrect part shipments, we will evaluate if the part should be returned or retained by
the Dealer
– Where we are responsible for the incorrect shipment we will cover all return freight costs
– Where the Dealer is responsible through incorrect parts ordering the Dealer will have to cover 100% of the return
costs along with a 15% handling charge of the parts

7.4 Dealer Stock Material Returns

When PDC sourced unused stock is required to be returned to PDC please contact your individual PDC Customer Service
Representative. All cases will be dealt with on a case-by-case basis.

In a calendar year Dealers may only return 5% of the value of the previous calendar years PDC purchases e.g. If in calendar
year 1 a Dealer purchased $100,000 of parts from PDC they can only return $5,000 of unused stock parts in calendar year 2.

For all parts supplied directly from the factory please contact the Larne Parts Ordering team (LarneSup@fgwilson.com) who will
process Dealer requests on a case-by-case basis.

In addition all the returns are subject to the following terms and conditions:

• All returns are subject to investigation by PDC/Larne before an approval to return is given
• Only material originally supplied by PDC/Larne may be submitted for return
• All freight and associated costs will be borne by the Dealer
• All returns must be in the original packaging shipped in
• All returns must be in a resaleable condition and within shelf life (e.g. hoses)
• The Dealer is responsible to cover 100% of the return costs along with a 15% handling charge of the parts

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8 Appendix

8.1 Acronyms and Definitions

ATI’s – Automatic Transfer Intelligence Panel.

COMPASS – The parts identification tool used by Dealer parts personnel to identify standard product parts requirements.

Configurable Parts – Loose standard transfer panels, control panels, breakers in boxes, remote annunciators, engines and AC
alternators ordered directly from the factory in Larne.

Dealer Day – On a Dealer day all available stock order parts will be allocated and processed through our PDC warehouse for a
specific Dealer. Each Dealer is assigned a certain number of Dealer days. A Dealer can submit stock orders up until 1600 GMT
on their Dealer day. All stock orders will be ready for dispatch on the fifth working day following a specific Dealer day. The
benefit provided by Dealer days is that all available part numbers for all available orders are consolidated into one shipment
thereby reducing Dealer freight, handling costs and administration costs.

Desford – The location in Leicester, England where the aftermarket Parts Distribution Center (PDC) is based.

DTO – Design to Order (solutions) generating set.

ECN – Engineering Change Notification.

EMC – Electronic Media Center.

e-GO – Electronic Global Ordering is an online web based parts ordering and tracking system for all Dealer PDC stock and VOR
orders. The e-GO system can also be used for price and availability enquiries. Dealers should use e-GO for ordering, processing
and supporting PDC parts orders.

Fill Rate – The percentage of lines, which have been allocated completely at order input for VOR and Dealer Day allocation for
stock orders.

Forward Order – Term used for stock orders received by PDC from a Dealer in advance of a specific required date. The use of
forwarding ordering on PDC provides increased Dealer visibility and therefore greater first fill to the Dealer network.

Programmable Parts – Hardware items flashed with software specific to each generating set, for example ECM’s.

NPI – New Product Introduction, refers to the process within that introduces new products onto the market.

PDC – Parts Distribution Center, in Desford.

PowerNet – The secured intranet site, available only to Olympian authorised Dealers and staff.

PVR – Product Variant Request.

RGR – Return Goods Report is the authorisation given by PDC claims and returns department to return goods under a specific
number.

RTS – Ready To Ship.

Serviceable Parts – Parts that can be ordered to prolong the life of a generating set, the term “Serviceable” does not include
“Configurable Parts”.

VOR – Vehicle Off Road, the term applied to an emergency order for a generating set down.

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8.2 PDC Aftermarket Management

Mark Bailey – PDC Desford Manager

Tel: +44 (0) 1455 82 1440

Email: bailemc@cat.com

8.2.1 Customer Service Team - PDC Desford

Richard Woods – Customer Services Manager

Tel: +44 (0) 14 5582 1427

Email: woodsrb@cat.com

Customer Services Administrators

Anthony McNee mcnee_anthony@cat.com Tel: +44 (0) 870 990 8551

Helen John john_helen_m@cat.com Tel: +44 (0) 870 990 1523
Rose Bakewell bakwell_rose@cat.com Tel: +44 (0) 870 990 8557
Sujinder Mahal mahal_suj@cat.com Tel: +44 (0) 870 990 8552
Josh Ritchie ritchie_josh@cat.com Tel: +44 (0) 870 990 8554

Customer Services Specialists

Stephanie Gonano gonano_stephanie@cat.com Tel: +44 (0) 870 990 1519

Lucy Purchase purchase_lucy_m@cat.com Tel: +44 (0) 870 990 8550
Vicky Serlenga Serlenga_vicky@cat.com Tel: +44 (0) 870 990 8556

8.2.2 Parts Helpdesk - PDC Desford

Provides a Monday to Friday 0700 – 1800 UK Time service. The helpdesk provides information on part number identification for
parts that cannot be found on COMPASS, the helpdesk also acts as a partner to the Dealer developing their aftermarket skills
and knowledge.

Parts Helpdesk email: helppdc@fgwilson.com

Dave Troop – Parts Helpdesk Supervisor

Tel: +44 (0) 14 5582 1432

Email: troopd@cat.com

Kev Blackery blackery_kev@cat.com Tel: +44 (0) 14 5582 1433

Anthony Moore moore_anthony_d@cat.com Tel: +44 (0) 14 5582 1434

8.2.3 Larne Supplied Parts Team

For quotations and ordering of complete engines, alternators, programmable parts and configurable parts from the FG Wilson
Factory in Larne.

Quotations email inbox: larnesup@fgwilson.com

Sales Orders email inbox: newsalesorders@fgwilson.com
Tanya Kemp Tel: +44 (0) 28 2826 5241
Ciara Montgomery Tel: +44 (0) 28 2826 1435

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Operational Parts Support Guide

8.3 Period of Support

The Olympian Parts Sales Department will offer serviceable parts for its standard generating sets for a minimum period of ten
years from the original date of generator set sale.

Conditions of this are as follows:

1. Serviceable parts are described as any part available to order from the Parts Department’s electronic parts listing
2. The obligation shall cease if at any time during the ten years the customer has failed to pay for spare parts supplied on a
timely basis
3. The obligation shall cease if the customer goes into bankruptcy, liquidation or receivership
4. The obligation shall cease if there is a change in ownership or control of the customer
5. The customer cannot assign Olympian’s obligation to another party without Olympian’s prior written consent
6. The obligation shall cease if an event occurs beyond Olympian’s reasonable control preventing the delivery of spare parts,
such as an act of government, war terrorism, natural disaster, or the financial failure of an Olympian parts supplier
7. The obligation in no way creates additional parts warranty obligations for Olympian, either expressed or implied

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