man truck & bus drives customer oriented quality with a ... · man truck & bus drives customer...
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MAN has an efficient tool for tracking the customer oriented quality targets with the new system.“
Stefan-Leonhard Lehner,
Head of the Quality Assurance Centre,
MAN Truck & Bus AG
“
in collaboration with
MAN is establishing
together with Capgemini a
comprehensive target
system to control company
quality
MAN Truck & Bus drives customer oriented quality with a Target Cockpit
The SituationCustomer is the focus for MAN. Therefore, customer orientation is a separate strategic goal in the quality strategy of MAN. Quality leadership is the benchmark for products and services to fulfil customer expectations and requirements. This applies to the entire life cycle of a vehicle – right from sales advisory to purchase till maintenance and mobility services.
Overall transparency and possibilities to control product and service quality are necessary to meet these quality demands. At MAN, the central quality organisation defines standardised key performance indicators for customer relevant quality issues for the divisions of development, production and service. Clearly defined targets for the key performance indicators are the basis for management decisions at the division head and managing board levels.
The SolutionCapgemini together with MAN developed a Quality Cockpit that provides a quick overview on customer oriented quality at the level of aggregated key performance indicators and targets. Numerous details on quality information can be additionally retrieved at the push of a button with automatically generated reports.
The solution combines business intelligence solutions of SAP und Oracle. The Quality Cockpit and the reports comprise a combination of SAP BusinessObjects 2008 (Xcelsius Enterprise, Crystal Reports and Web Intelligence). Oracle database was used for data storage. Oracle Application Express was used to create input and release frontend. The Management Cockpit was linked directly to the existing SAP portal.
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About CapgeminiWith almost 140,000 people in over 40 countries, Capgemini is one of the world‘s foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.
Learn more about us at
www.capgemini.com
the way we do itAutomotive
©2014 Capgemini. No part of this document may be modified, deleted or expanded by any process or means without prior written permission from Capgemini.
Rightshore® is a trademark belonging to Capgemini.
Contact
Roland SyllaBusiness Technology Automotive, Germany +49 170 [email protected]
About MANThe MAN Group is one of the leading European industrial organisations in the area of transport-related engineering with an annual turnover of around € 15.8 billion (2012). MAN is a provider of truck, buses, diesel engines, turbo machines as well as special gear units employing around 54,300 employees worldwide. The MAN organisational divisions hold leading positions in their markets.
More information is available at: www.man.eu
In collaboration with
For more information, please contact:
The ResultThe progress of key performance indicators for the divisions of development, production and service can be monitored significantly faster, easier and in high quality on different granularity levels. The Cockpit analyses build the fundament for quality reports for the MAN top management. With this background the management can assess the actual quality situation and can identify areas of action for increasing customer satisfaction and lowering warranty costs.
To be able to fulfill further requirements in the maintenance of the Quality Cockpit, the software engineers created the Cockpit flexibly. It is scalable so that it can be expanded easily and quickly for additional key performance indicators and dimensions.
How MAN and Capgemini worked togetherA Capgemini team of Business Intelligence experts and automotive consultants supported MAN in all phases of the project: right from the selection and definition of the key performance indicators to the system design and the implementation till the handover to maintenance.
To be able to provide an experience with the system at an early stage, an agile project approach was selected. The Quality Cockpit was designed and developed in several iterations depending on the maturity level of the key performance indicators.
In the concept phase in which the selection and development of key performance indicators had priority, Capgemini developed a prototype in order to efficiently define the user interfaces and reports with the business departments.
In the development phase, the agile approach allowed early tests and a flexible requirements management. The requirements of the MAN business departments could therefore be taken into account to a great extent. The system was successfully implemented within just 10 months of project duration.
SAP is a registered brand of SAP AG.
Business Objects, BusinessObjects, Crystal Reports, Web Intelligence and Xcelsius are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.
Oracle and Java are the registered brands of Oracle and/or its affiliated organisations.