Parts Claims Analysis/Disposition Training

Transcription

1 Parts Claims Analysis/Disposition Training

2 PURPOSE The purpose of this module is to provide a high level overview of the Parts Claims System (PCS) website, to discuss weekly claims disposition requirements, and to explain how suppliers may use the website to identify process improvement opportunities. 2

3 EXPECTED OUTCOMES Gain general understanding of the PCS claims Acquire necessary knowledge of the PCS claims process Understand differences between claims and rejects Learn where and how to apply for access to the PCS website Learn the weekly disposition process Understand how to use the PCS website to identify process improvement opportunities Learn where to locate access to specific PCS web-based training modules 3

4 WHAT IS A PCS CLAIM? A PCS claim is a claim filed by one of the FCSD dealers against an FCSD part when recognizing or suspecting a defect or non-conformance with the part before installation into the customer s vehicle.

5 FCSD QUALITY EVENTS Suppliers should be familiar with the following three types of quality events: Quality Rejects: Issued by FCSD inspection when existing FCSD inventory is inspected and found to be nonconforming. PCS (Parts Claims System): Claims filed by Ford Dealers when suspecting a problem with a service part before installation on a customer s vehicle. A PCS claim is not a QR and it does not directly impact the supplier s PPM. Service Part Warranty: SPW claims are filed by FORD dealers when an installed part fails within the warranty period. That is an entirely separate system than the PCS claims. 5

6 QUALITY EVENTS IMPACT ON Q1 STANDING Various types of quality events affect suppliers performance differently: Quality Rejects (QR): Have a direct impact on Q1 score and requires a 3D and 8D to be submitted via the Quality Issue Management (QIM) system PCS Claims Do not have a direct impact on supplier s Q1 score, but recurring PCS claims may trigger a subsequent QR that may affect Q1 standing. Service Part Warranty (SPW): Does not directly affect Q1 score. However, warranty spikes may trigger QRs and stop-ships that will affect the Q1 score. 6

7 PCS CLAIMS PROCESS OVERVIEW 1. Dealer receives a non-conforming part and files a claim against FCSD 2. Weekly claims data is uploaded to website and an automated is sent to all suppliers 3. Suppliers access website, run the Initial Claims Query tool, and provide initial claim disposition 4. The Ford Claims Team communicates suppliers direction to dealers and provides suppliers with tracking number when available, or will cancel claims if a tracking number is not provided within allotted time period 5. If initial disposition directed dealer to return part, supplier receives part, inspects, and provides final disposition 6. The Ford Claims Team provides supplier with further instructions after receipt of final disposition * Detailed process map is available through the Resource Documents icon at the PCS homepage. 7

8 IMPORTANCE OF PCS CLAIMS Suppliers are expected to utilize PCS claims historical data to learn the voice of the customer and do the following: Research recurring claims to identify immediate problems with existing processes and to develop and implement appropriate corrective actions Determine whether to purge existing FCSD inventory Leverage historical data to identify potential systemic problems and appropriate process improvements 8

9 PCS WEBSITE USAGE STEPS Access the PCS website home page to do the following: Historical Queries: used for long term process improvement: Use Historical Queries icon from homepage Run custom queries using Query Tool Use Predefined Queries to view preselected historical reports sorted by reason, code and part number 9

10 PCS WEBSITE HOMEPAGE Claims Disposition: Use Weekly Claims Disposition icon to disposition claims: Use Initial Claims Disposition icon to provide disposition before receiving and inspecting a non-conforming part Use Final Claims Disposition icon to provide final disposition after receiving and inspecting a non-conforming part 10

11 SUPPLIERS RESPONSIBILITIES Direct Ship Suppliers: Suppliers shipping parts directly to dealers or distributors are responsible for a long list of reason codes and need to consult the Ford Claims Team (FordClaimsTeam@schneider.com) for clarifications. Depot Stock Suppliers: Suppliers shipping in bulk to third-party packagers or directly to FCSD warehouses are financially responsible for CD reason code (manufacturing defects). It is, however, highly recommended that all suppliers also research CF reason code (packaging errors) claims and implement appropriate corrective actions. Packagers: Packagers are responsible for CD reason code (manufacturing defects) for parts sourced directly to the packager s site code. 11

12 WHERE TO GET HELP Suppliers have many options when requiring assistance: Technical problems: Use Website Technical Problems icon. You can expect a response within 24 to 48 hours. Claims Processing Questions: For questions related to claims processing or existing policies, use the Claims Processing Questions icon. Your inquiry will reach Ford Claims. Feedback or Comments: Any improvement suggestions or comments, please use the Comments/Feedback to STA icon. General Questions: Download and read the FAQ document Usage Questions Access and watch the Website Usage Training Modules available at the PCS website homepage. Note: Suppliers may find it necessary to watch the training modules in order to successfully pass the required test. 12

13 WEB-BASED USER TRAINING MODULE CONT. Weekly Claims Disposition Modules Module Title Initial Claims Disposition Content Demonstrates supplier s weekly initial claims disposition process before part receipt. Ford Analysts Claims Management Covers Ford Claims Analysts process Final Claims Disposition Demonstrates supplier s weekly final claims disposition process after part receipt and inspection. 13

14 WEB-BASED TRAINING Please view the website usage training modules accessible from the homepage at the PCS website at download and read the FAQ document. Once completed, you may return to this site to take the online test. 14

15 SUMMARY You should discuss any process related concerns or policy related questions that are not covered in the web-based training modules or the FAQ document in PCS website by sending an to 15

16 In order to receive credit for this training course you must send a copy of your certificate to accesqim@ford.com Ensure all sections of this training course are complete After completion of the course, your certificate can be found by navigating to the Completed Learning Section within SABA and selecting Print Certificate