DETROIT -- Richard Lannen, former executive director of General Motors' Service Technology Group and North American Service Operations, died June 16. He was 76.
At GM, he oversaw service functions as they relate to training dealership technicians, the development of diagnostics, customer relations, service equipment and policy and procedures.
He began his auto career 1954 as a dealership service technician. In 1960, Lannen joined GM as a materials inspector, overseeing dealer warranty claims in Chevrolet's Buffalo, N.Y., zone. Over 28 years he held various Chevy service and sales zone and regional manager jobs.
In the 1980s, Lannen became critical of GM's fragmented service operations. Because of the increasing complexity of vehicle repairs, it made sense to put service under one organization. In 1988, Lannen left his job as Chevrolet's assistant general sales manager to run the Service Technology Group.
He retired from GM in December 1998 but worked for the company as a consultant until March 1999.