iqos integrated customer complaint handling & 8dsapidp/011000358700001066152013e/... ·...

IQOS integrated Customer Complaint Handling & 8D

Automotive Consulting SolutionIQOS - Integrated Quality Optimization System

2© SAP SE or an SAP affiliate company. All rights reserved.

Agenda

1. Benefit for the Customer

2. Description of the Function

3. The Function in the System

4. Technical Information


Customer Benefit

Proven solutions/services of SAP Automotive Consulting

Solutions already running productive at several customers

Solutions and documentation are available in German and English

Prompt implementation possible

Defined timeframe for implementation

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

Cost

Solution


IQOS Customer

B|BRAUN AESCULAP

Automation and Drives


Agenda






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,…)


IQOS End to End Process Integration

Flexible End-to-end Integration of complex complaint handling processes

QDX OEM

Portal

Integration

Central Inbound

Monitoring

Transfer of

complaints to SAP

IQOS

Analysis & 8D

Process

Request 8D from

Supplier

Interactive 8D

Exchange

IQOS Quality Tracking Tool


IQOS Engineered Services - Portfolio

Business Scenarios … Adaptive Services …

Cu

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me

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Co

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lain

t

Reporting

Inte

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Co

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lain

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le

Found

Mobile

Integration

NB

F

BM

W P

ort

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QD

X+

Su

pp

lie

r

Co

mp

lain

t

Incid

en

t

Managem

ent

Cu

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me

r 8

D

Ex

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Su

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r 8

D

iAdobe

User Worklist

BO

Da

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rd

DM

S

Do

cu

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Su

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8D

Ex

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SD Integration

QM Order


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

IQOS Complaint management with 8D


IQOS Process improvement with 8D Methodology

Tasks

Execution

Verification

Problem Solving

SAP Solution DB

Tasks

Problem

Analysis

Process-

Notification

(Notification acc. To 8D)Causing Process

XY Tasks

Q-NotificationCustomer Complaint

Q-NotificationDefect in Production

Q-Notification Internal Problems

Analysis

Defects

Causes

Identical Notifications

8D Analysis

Q2-NotificationClaim against Vendor

Updated FMEA

Updated Control

Plan


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)

Complaint Handling Management – Functions


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

Complaint Handling Management – Functions II


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

Complaint Handling Management – Functions III


Handling of Customer Claim Notification (FC) using 8D-

Methodology

Defect by customer A

Create Customer Complaint

Finalize 8D

D8-Final Discussion

D7-Preventive Tasks

D6-Execute corrective Tasks

D5-Possible corrective Tasks

D4-Cause Analysis

D3-Immediate Tasks

D2-Problem Description

Notification Header (FC)

D1-Problem Team

- Customer A, Author -

Updated Process FMEA

Causing ProcessUpdated Control Plan /

Control Plan


D1-Problem Solution Team

Notification Header (F8)

Finalize 8D

D8-Final Discussion

D7-Preventive Tasks

D6-Execute corrective Tasks

D5-Possible corrective Tasks

D4-Cause Analysis

Defects by Customer C


D3-Immediate Tasks



D1-Problem Team

- Customer C, Author -

Defects by Customer B

D3-Immediate Tasks



D1-Problem Team

- Customer B, Author -


Defects by Customer A


D3-Immediate Tasks



D1-Problem Team

- Customer A, Author -

Assign F8-Notification

(Repeated Defects)

F8-Create Process-Notification

Assign F8-Notification

(Repeated Defects)

Update Process FMEA

Caused ProcessUpdate Control plan /

Production plan (Routing)

Handling of Customer Claim Notifications (FC)

using 8D-Methodology, Systematical Overview


Agenda






IQOS Kundenreklamation & 8D Prozess


Agenda






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


Source of Information

OSS-System

Notes (Search term: Automotive Consulting Solutions)

Internet

Overview-, Detail- and Customer presentations

http://www.sap.com/acs

Email - distribution list

Signing up through [email protected]

Signing up through [email protected]

http://www.sap.com/acs

mailto:[email protected]


Thank you!

Moritz Knechtel

Consulting Automotive

SAP Deutschland SE & Co. KG

Hasso-Plattner-Ring 7

69190 Walldorf, Germany

E [email protected]



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