The problem: There was no process formally established to measure the service skills used in administering warranty arbitration programs, specifically, obtaining Dealer Reports for Board review in warranty arbitration cases. The solution: In order to track the percentage of Dealer Reports we received from Dealers, we developed a performance standard process that not only measures how many cases are reviewed by the Board that contain Dealer Reports, but institutes an action component that facilitates retrieval. Initially, we mailed requests to dealerships to submit information pertaining to a customer's service history. We then followed the written request with a phone call reiterating the deadline for submission. Having identified a trend in decreasing report retrieval, a task force was created to track these rates. Through a partnership with Ford Motor Company, we developed a system that would report on a monthly basis the success rate of obtaining Dealer Reports in time for Board review. Without causing unreasonable interruption in the daily work routine of the internal staff, our contact database was improved to more specifically enter Dealer Reports received and track additional calls made to dealerships. Monthly reports are generated, which quantify our Dealer Reporting with extremely detailed information regarding the steps taken to obtain a specific report. The results: Within a six-month period, the implementation of the new performance standard process produced tremendous results. The percentage of warranty arbitration cases containing Dealer Reports for Board review skyrocketed from the mid-50s to the low-90s. Through innovation and dedication, we are able to monitor for our clients the tasks it completes, such as Dealer Reporting, which is necessary for the smooth operation of its arbitration programs. The performance standard measurement process utilized for all tasks, and customized for Dealer Reporting, has been used successfully by Ford as a model for its other vendors. Based on the program's success, and the Six Sigma program we use to track performance, other initiatives have been developed to increase our overall success to better serve our clients.