Competence in warranty handling as USP and driver for profit

Transcription

1 warranty handling as USP and driver for profit CLEPA Warranty Conference, 19.Sept Joachim Wendel, Böhme & Weihs Systemtechnik GmbH & Co KG

2 Boehme & Weihs in a nutshell Quality Management Software since 1985 CAQ & MES > User > 150 Employees Sites: Wuppertal, Aalen, Lyon (France), Ulyanovsk (Russia) DIN ISO 9001:2015 certified

3 process management Process design Implementation Documentation Tools Data consistency IT capability Security Usability

4 process management Process design Implementation Documentation Tools Data consistency IT capability Security Usability

5 process management Process design handling of field returns Improve Implementation Documentation Tools Data consistency IT capability Security Usability Actions Forecast Visualize Evaluate

6 Process design with BPM process management Demo process with internal supplier relationship Process design Implementation Documentation Tools Data consistency IT capability Security Usability

7 process management Process design Implementation Documentation Tools Data consistency IT capability Security Usability

8 process management Process design Implementation Documentation Tools Data consistency IT capability Security Usability Quality Manual Procedures Templates Recording of results Data Quality Data Process Data Automatic recording Background Calculation Visibility of results Multiple Sites Multiple languages Management of visibility Access Roles

9 process management Tools for all Quality Processes CAQ Process design Development process Implementation Documentation APQP FMEA CPL Gauge management PPAP Tools Material process Data consistency Supplier Quality Production Quality Production Monitoring Delivery Quality IT capability Support processes Security Usability Non Conformances Audit KPI s Dashboards Process Improvement

10 process management Data consistency Process design Implementation Documentation Tools Data consistency IT capability Security Plant 2 Plant 3 Usability Plant 1 Plant 4

11 process management IT capability Process design Implementation Documentation Suppliers Customers Sites Tools Data consistency PDM/ PLM IT capability Security Usability ERP Machines

12 process management The Security Concept Process design Implementation Customers Suppliers Distributors Internal employee Documentation Browser Test station Measuring machines Tools Data consistency IT capability Security Usability Firewall CASQ-it Authentication CASQ-it Authorization Internal Communication https https https https

13 process management Usability ion Process design Implementation Documentation Tools Data consistency IT capability Security Usability

14 process management Usability / Navigation / Information a key factor for acceptance of an IT solution Process design Implementation Documentation Tools Data consistency IT capability Security Usability

15 process management Process design handling of field returns Improve Implementation Documentation Tools Data consistency IT capability Security Usability Actions Forecast Visualize Evaluate

16 handling of field returns require competent handling Development process Improve APQP FMEA CPL Gauge management PPAP Actions Material process Forecast Supplier Quality Production Quality Production Monitoring Delivery Quality Visualize Support processes Evaluate Non Conformances Audit KPI s Dashboards Process Improvement Complaint Management Warranty Management

17 handling of field returns Summary of the Warranty Process in CASQ-it Improve Actions Forecast Visualize Efficiency analysis Layered diagram analysis Parts examination and NTF-Process Step 5 Step 4 Step 3 Solved in CASQ-it WM Evaluate Debit Note Analyzer Step 2 r Step 1 Raw data from field returns

18 handling of field returns Summary of the Warranty Process in CASQ-it Improve Actions Forecast Visualize Evaluate Efficiency analysis Layered diagram analysis Parts examination and NTF-Process Debit Note Analyzer Step 5 Step 4 Step 3 Step 2 This step is explained in detail in a VDA booklet and solved in QWM of CASQ-it r Step 1 Raw data from field returns

19 handling of field returns Field data from OEMs (in various Excel-formats) Improve Actions Forecast data formats Visualize Evaluate

20 handling of field returns Field data from OEMs (in various Excel-formats) Improve Actions Forecast Visualize data formats DNA Rule Set Customer meetings Rejection of unjustified claims implausible Debit Notes Evaluate

21 handling of field returns Field data from OEMs (in various Excel-formats) Improve Actions Forecast Visualize data formats DNA Rule Set Customer meetings Rejection of unjustified claims implausible Debit Notes Evaluate Field Analyses plausible Debit Notes

22 handling of field returns Improve Field data from OEMs (in various Excel-formats) Production- / Delivery volume (100 %) Actions Forecast Claimed volume in XLS (KTL- Lists) Calculation base of the customer Visualize Evaluate Accepted quantities after DNA Analysis After parts examination: Taking into account Technical factor Calculation base of supplier Forecast base after DNA and parts examination

23 handling of field returns Visualization of accepted returns only Improve Actions Forecast Visualize Evaluate

24 handling of field returns Forecast of field returns to be expected Improve Actions Forecast Visualize Evaluate

25 handling of field returns Effectiveness of actions Improve Actions Forecast Visualize Evaluate

26 handling of field returns Dashboard Improve Actions Forecast Visualize Evaluate

27 handling of field returns Improve Dashboards in the intranet Lessons learned through analyses of global data in the central data base Actions Return of information into FMEA, CPL & production. Forecast Visualize Evaluate Experience: ROI in less than a year 30% more faulty returns found than with MINITAB analyses Reaction time savings of several weeks against XLS solutions Much better negotiation position Much higher appreciation of customers for a validated solution

28 Take aways Process competences Stable processes are the differentiator in future Reliable data are a MUST Global data harmonization stabilizes processes Quality data need to be safe Only integrated tools are able to fulfill such requirements

29 Take aways Warranty handling competences The data you receive are not all your fault! Time is critical stable processes must be fast All financial deductions should be based on your accepted data Transparency provides extremely strong leverage for cost reduction in customer negotiations

30 Quality Management Software