Automotive Consulting Solution IQOS - Integrated Quality Optimization System IQOS integrated Customer Complaint Handling & 8D
Agenda 1. Benefit for the Customer 2. Description of the Function 3. The Function in the System 4. Technical Information 2
Customer Benefit Solution Proven solutions/services of SAP Automotive Consulting Solutions already running productive at several customers Solutions and documentation are available in German and English Cost Exact calculation of implementation cost. Implementation for fixed price 6 months of free follow up care operations for bug corrections starting at the date of installation within the development landscape. Afterwards chargeable consulting support starts No additional ongoing costs (i.e. maintenance cost) Time Prompt implementation possible Defined timeframe for implementation 3
IQOS Customer Automation and Drives B BRAUN AESCULAP 4
Agenda 1. Benefit for the Customer 2. Description of the Function 3. The Function in the System 4. Technical Information 5
IQOS Engineered Services represent an integrated approach of a closed quality control cycle in SAP by End-to-end management of standardized QM complaint handling processes referring to VDA, ISO 9001, ISO/TS16949 standards Integration of separate follow up processes (QDX, 8D, NTF) Full Integration into the SAP QM Standard (Quality Inspection, FMEA, Control Plan, ) Process managed User Interfaces (Complaint & 8D Cockpit) Supportive Monitoring & Reporting Additional Functionalities (Document Management Handling, SD Integration, Follow Up Logistics, ) 6
IQOS End to End Process Integration Flexible End-to-end Integration of complex complaint handling processes Analysis & 8D Process Central Inbound Monitoring Transfer of complaints to SAP IQOS Request 8D from Supplier QDX OEM Portal Integration Interactive 8D Exchange IQOS Quality Tracking Tool 7
NBF Customer Complaint Supplier Complaint Internal Complaint NoTrouble Found Incident Management BMW Portal QDX+ DMS Documents BO Dashboard Customer 8D Excel Supplier 8D Excel Supplier 8D iadobe IQOS Engineered Services - Portfolio Business Scenarios Adaptive Services Mobile Integration User Worklist Reporting SD Integration QM Order 8
IQOS Complaint management with 8D Solution Objectives A systematic, continued product and process improvement by means of external occurred defects based on the 8D Method Based on the VDA norm generating and processing external customer 8D-Report Modular follow-up process Reusable 8D reports Solution Concept Systematical support for the 8D problem solving process using quality notifications 8D steps are consistent with the corrective actions and catalogue data (defect types, defect locations, causes, tasks) in notifications e.g. PDCA (Plan Do Check Act) Cycles Handling and processing of several claims with common causes & corrective actions with linked 8D-Notification in claim notifications 8D-Report via EXCEL-Formula based on VDA The 8D Report contains all quality notification s data 9
IQOS Process improvement with 8D Methodology Q2-Notification Claim against Vendor Updated FMEA Updated Control Plan Tasks Execution Verification Problem Solving SAP Solution DB Tasks Problem Analysis Process- Notification (Notification acc. To 8D) Causing Process XY Tasks Analysis Defects Causes Q-Notification Customer Complaint Q-Notification Defect in Production Q-Notification Internal Problems Identical Notifications 8D Analysis 10
Complaint Handling Management Functions Processing Steps Registration of customer complaint notification with enhanced SAP Q- Notifications using unified and enhanced failure catalogues Assign and create customer order (SD-Order) to customer complaint notification Teambuilding by assigning partner Processing defect analysis Processing immediate tasks and document them in notification Additional internal plant - problem notification with inspection lots to the complaint product or its components of bill of material Register problem description with text and failure catalogues Check if defect is already known. Based on the result search with system help for known causes and corrective actions (Lessons Learned) 11
Complaint Handling Management Functions II Processing Steps Assign complaint notification if cause is known and related corrective action are administrated in F8-Notification If cause is unknown continue with 8D-Method Process defect cause analysis and assign causes as well as causing process via text and catalogues Document, plan, implement and monitor cause related corrective and preventive actions in notification Possibility to manage and monitor causes, the causing process as well as the corrective and preventive actions in a related F8-Notification F8-Notification can be used and assigned several times if complaints of the same defect and cause occur again Export 8D-Report based on VDA via EXCEL-Formula by means of notification data 12
Complaint Handling Management Functions III Processing Steps Assign supplier claim if the supplier is the responsible party as well as tracking and monitoring of supplier actions (Supplier 8D) Monitoring of date for tasks and control of effectiveness Closing the Q-Notification in case of success otherwise further actions are conducted 8D-Notifications can be used as knowledge base (lesson learned). Improvement of similar processes and products as well as solving similar problems Evaluation of notification data Possibility of making contents of notifications available in terms of solutions linked with symptoms in the SAP Solution Database 13
Handling of Customer Claim Notification (FC) using 8D- Methodology Defect by customer A Create Customer Complaint Notification Header (FC) D1-Problem Team - Customer A, Author - D2-Problem Description D3-Immediate Tasks D4-Cause Analysis D5-Possible corrective Tasks D6-Execute corrective Tasks Updated Process FMEA Causing Process D7-Preventive Tasks D8-Final Discussion Finalize 8D Updated Control Plan / Control Plan 14
Handling of Customer Claim Notifications (FC) using 8D-Methodology, Systematical Overview Defects by Customer C Defects by Customer A Defects by Customer B Create Customer Complaint Create Customer Complaint Create Customer Complaint Notification Header (FC) D1-Problem Team - Customer C, Author - D2-Problem Description D3-Immediate Tasks Notification Header (FC) D1-Problem Team - Customer A, Author - D2-Problem Description D3-Immediate Tasks Notification Header (FC) D1-Problem Team - Customer B, Author - D2-Problem Description D3-Immediate Tasks F8-Create Process-Notification Assign F8-Notification (Repeated Defects) Update Process FMEA Caused Process Notification Header (F8) D1-Problem Solution Team D4-Cause Analysis D5-Possible corrective Tasks D6-Execute corrective Tasks D7-Preventive Tasks D8-Final Discussion Finalize 8D Assign F8-Notification (Repeated Defects) Update Control plan / Production plan (Routing) 15
Agenda 1. Benefit for the Customer 2. Description of the Function 3. The Function in the System 4. Technical Information 16
IQOS Kundenreklamation & 8D Prozess 17
Agenda 1. Benefit for the Customer 2. Description of the Function 3. The Function in the System 4. Technical Information 18
Technical Information Available for SAP ERP ECC 6.0 Activation of automotive industrialized solution in SAP ERP System not necessary Technical installation is possible remotely Modification-free Delivery in worldwide protected IQOS-namespace 19
Source of Information Internet Overview-, Detail- and Customer presentations http://www.sap.com/acs Email - distribution list Signing up through mario.rebitzer@sap.com Signing up through lukas.hook@sap.com OSS-System Notes (Search term: Automotive Consulting Solutions) 20
Thank you! Moritz Knechtel Consulting Automotive SAP Deutschland SE & Co. KG Hasso-Plattner-Ring 7 69190 Walldorf, Germany E acsqm@sap.com
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