managing and solving production based customer complaints and concerns
DESCRIPTION
In this webinar, attendees learned how to gain control over quality within their organizations by helping them to build the business case for managing and solving customer complaints with closed loop quality management. We covered how to:-Understand the business case for managing and solving complaints-See sophisticated problem solving tools that can be used to solve production quality control issues-Effectively manage company feedback to customersTRANSCRIPT
Managing and Solving Production Complaints and Concerns
March 20th, 2012
IBS AmericaT H E P R O D U C T I V I T Y A D V A N T A G E
THE PRODUCTIVITY ADVANTAGEIBS Overview
Agenda and Introduction
Agenda and Introduction
Future State and ROI
CCM Solutions Demonstration
Q&A – 10 minutes
What we see as the typical situation
THE PRODUCTIVITY ADVANTAGEIBS Overview
Typical Scenario
© IBS AG Slide 3
No Central Data Base for capturing different sources of product issues
Customer
Internal
Supplier
NCMR’s
Different Tools being used
Excel Word
MS Project
Homegrown
THE PRODUCTIVITY ADVANTAGEIBS Overview
Typical Scenario
© IBS AG Slide 4
No Links to ERP, Customer Portals and Inspection Systems
Problems
No Support for Common Root Cause Analysis
No Automated Escalation/Reminder/Deadline Tracking
No Common Reporting
No Lessons Learned Data
No Cost of Quality Tracking
Manual Customer Reporting
ERROR PRONE
THE PRODUCTIVITY ADVANTAGEIBS Overview
Agenda and Introduction
Agenda and Introduction
Future State and ROI
CCM Solutions Demonstration
Q&A – 10 minutes
What we see as the typical situation
THE PRODUCTIVITY ADVANTAGEIBS Overview
Future State
© IBS AG Slide 6
Common Repository for All ComplaintsStandardized and Structured Data AcquisitionIT Aided Quality Techniques
5 Why6MDrill DeepIshakawa
Actively Manage ConcernsEscalations RemindersReports
Capture Cost of Quality Information
THE PRODUCTIVITY ADVANTAGEIBS Overview
Future State
© IBS AG Slide 7
Common Reporting and Roll-Ups
Adaptive to Multi-Division Organizations
Establish Lessons Learned Data
Automatic Recognition of Repeat Defects
Predefined Resolutions for Repeat Defects
Automated Customer Reporting
THE PRODUCTIVITY ADVANTAGEIBS Overview
Where does the Payback Come From?
© IBS AG Slide 8
Significant Reductions in Administrative Costs
Significant Reductions in Cost of Rework/Material/Scrap
Reductions In Warranty Costs
Increase in Market Share
THE PRODUCTIVITY ADVANTAGEIBS Overview
Workflow Management
ERP PLM APP1 APP2 Customer SupplierBI
Tools
CustomerManagement
Warranty
CalibrationDoc
ControlCompliance
CCMCAPA
Training
Process FlowFMEA
Control PlanAPQP
InspectionPlan
IGOGIP
SPCInspection
PPAP
SupplierManagement
Data Warehouse
Quality Data Management
IBS Quality Approach
THE PRODUCTIVITY ADVANTAGEIBS Overview
Agenda and Introduction
Agenda and Introduction
Future state and ROI
CCM Solutions Demonstration
Q&A – 10 minutes
What we see as the typical situation
THE PRODUCTIVITY ADVANTAGEIBS Overview
The big 3 types of complaints
- Customer calls - Email- RMA- Outside Source
Supplier Internal Customer
- Shop Floor Inspection System
- Employees
- Receiving Inspection
- ERP
Based on Supplier
Master data
Based on Cost Center
Master data
Based on Customer
Master data
THE PRODUCTIVITY ADVANTAGEIBS Overview
Supplier Non-Conforming Material & SCAR
THE PRODUCTIVITY ADVANTAGEIBS Overview
Alternative entry points via Web Portal
Customer Claim
data
(Web Portal)
IBS: Reporting Tool
RMA
THE PRODUCTIVITY ADVANTAGEIBS Overview
Internal Complaint – Non Conforming Material (NCMR)
Non-Conforming Material on the shop floor
Shift lead get informed Immediate Actions triggered
Build your own process:• Flexible• Scalable• Utilize most common
methodologies• 8D• 5-Why• 3-W• Ischikawa
THE PRODUCTIVITY ADVANTAGEIBS Overview
Customer Complaint
Customer calls EmailRMA
Outside Source
Develop improvements into standards:
THE PRODUCTIVITY ADVANTAGEIBS Overview
Sample Reports
Top 5 Customers
Claims by year
2. Drill Down FORD
Top 10 articles from Ford China
1. Drill Down 2008
Top 5 defects on 4M5AA26413EE, Lock Asy-Door
3. Drill Down Lock Asy
Highest ranked failing part and defects causing
disruptions in 2008
THE PRODUCTIVITY ADVANTAGEIBS Overview
IBS reporting tool
PPM Defective by Month Manufactured
0.0
50.0
100.0
150.0
200.0
250.0
300.0
350.0
400.0
Build date
R/1
000 D
efe
cti
ve
Mo
nth
ly
Vo
lum
e
0 0 276
296
635
799
1235
1764
1483
828
862
816
594
308
606
672
1044
492
Co
nta
ined
Ro
ot
Cau
se
PC
A
Brief Problem Description
To
tal
Pro
ble
m
Lo
ca
tio
n
Ja
n-0
5
Fe
b-0
5
Ma
r-0
5
Ap
r-0
5
Ma
y-0
5
Ju
n-0
5
Ju
l-0
5
Au
g-0
5
Se
p-0
5
Oc
t-0
5
No
v-0
5
De
c-0
5
Ja
n-0
6
Fe
b-0
6
Ma
r-0
6
Ap
r-0
6
Ma
y-0
6
Ju
n-0
6
8D # D3
D4
D6 Open /
Closed
Serial Number or
Date for PCA
Permanent Corrective Action Taken
No Fault Found 79 Field 2 7 12 10 9 6 9 3 2 3 3 2 3 2 6 - - - - - - -
Customer Damage 8 Field 3 2 1 1 1 - - - - - - -
Shaft & Wheel brokem 15 Field 2 8 3 2 4751 E E E closed 8/8/2006 Re-validate the weld process
WG Arm Broked 5 Field 1 4 - - - - - - -
Pinched O-ring 4 Field 1 1 2 2208 E E E closed 10/5/2006Increase stock material in the casting to avoid
component misalignSnap Ring Out of Position Comp.Wheel rubbing
2 Field 1 1 5278 E E E Open 05/29/2006All K-16 and K-27 must pass through the balancing
machine
WG Corroded 1 Field 1 - - - - - - -
WG Arm Frozen 1 Field 1 - - - - - - -
Broken Fin 1 Field 1 - - - - - - -
Missing the mounting flang 1 Field 1 - - - - - - -
Oil Inlet pipeline leaking 0 Field 5675 Open
BW
ITE
C
Pareto of Defects
25
36
6
7
1
1
6
5
5
1
4
0 5 10 15 20 25 30 35 40
TW broken 1/2
Oil Leaking by the compressor side
TW broken Blade
Customer Damage
FOD
Blow By
Noise
BW Incorrect Assembly
Nut torque
No Fault Found
TW broken in balancing area
Daim
lerBW
THE PRODUCTIVITY ADVANTAGEIBS Overview
Sample Customer Complaint process Automotive
Sample sizeof parts to be inspected
Global Warranty cases
Various means of acquiring warranty data
- Offline (Excel &Email)- Online
- Field services (Web Portal)
Log on to the central
ManagementSystem
IBS
Quality
Management
Data replication
X number of cases
*Cyclical information provided by customers
e.g. in form of excel
documents
Portal CompanyE-Mail Company
Import
Reporting: by Industry by country Costs Product related
KPI’s
1
2
3
4
THE PRODUCTIVITY ADVANTAGEIBS Overview
CA/PA Process supporting Lessons learned & repeated defects
Customer Claim
data
(Excel)
OEM 1
OEM 2
OEM n
8D
IBS: Converter tool
THE PRODUCTIVITY ADVANTAGEIBS Overview
Evaluating the next steps
Typical sample questions that can be answered:
Cost analysis: Warranty per customer (Field)
Failures per month/year
Failures by industry or market segment – commercial vehicles, passenger cars, etc.
ppm per customer (based on deliveries)
Where did the parts fail (Countries, Plants, etc.)
How much exist as 100% claim, how much are really at fault and/or have been inspected
(basis for the negotiations with a customer – especially surrounding the technical factor
calculations)
IBS
Product Portfolio
Evaluations: by Market by Country Costs KPIs accepted vs. rejected claims
4
THE PRODUCTIVITY ADVANTAGEIBS Overview
Thank You! Questions?
IBS America, Inc. www.ibs-us.com(781) 862-9002
PRESENTER: Tim Gamble – [email protected] (781) 862-9002 ext. 137
Quality Management 2.0http://info.ibs-us.com
@IBSAmerica