This document discusses managing production complaints and concerns. It outlines the typical situation of having no central database to capture issues from different sources. It presents the future state of having a common repository for all complaints with standardized data and links to other systems. The presentation then demonstrates the IBS quality management solution, showing how it can handle different types of complaints and provide reporting benefits.

1. Managing and Solving
Production Complaints March 20th, 2012
and Concerns
IBS America
THE PRODUCTIVITY ADVANTAGE

2. Agenda and Introduction
Agenda and Introduction
What we see as the typical situation
Future State and ROI
CCM Solutions Demonstration
Q&A – 10 minutes
IBS Overview THE PRODUCTIVITY ADVANTAGE

3. Typical Scenario
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
© IBS AG Slide 3 IBS Overview THE PRODUCTIVITY ADVANTAGE

4. Typical Scenario
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
© IBS AG Slide 4 IBS Overview THE PRODUCTIVITY ADVANTAGE

5. Agenda and Introduction
Agenda and Introduction
What we see as the typical situation
Future State and ROI
CCM Solutions Demonstration
Q&A – 10 minutes
IBS Overview THE PRODUCTIVITY ADVANTAGE

6. Future State
 Common Repository for All Complaints
 Standardized and Structured Data Acquisition
 IT Aided Quality Techniques
 5 Why
 6M
 Drill Deep
 Ishakawa
 Actively Manage Concerns
 Escalations
 Reminders
 Reports
 Capture Cost of Quality Information
© IBS AG Slide 6 IBS Overview THE PRODUCTIVITY ADVANTAGE

7. Future State
 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
© IBS AG Slide 7 IBS Overview THE PRODUCTIVITY ADVANTAGE

8. Where does the Payback Come From?
Significant Reductions in
Administrative Costs
Significant Reductions in Cost of
Rework/Material/Scrap
 Reductions In Warranty Costs
 Increase in Market Share
© IBS AG Slide 8 IBS Overview THE PRODUCTIVITY ADVANTAGE

9. IBS Quality Approach
Customer
Training Data
Management
Calibration Inspection Warehouse PPAP
Doc Plan
Warranty
Control
Compliance Process Flow
FMEA IG
CCM Control Plan OG
CAPA APQP IP
SPC
Inspection Supplier
Management
Workflow Management
Quality Data Management
BI
ERP PLM APP1 APP2 Customer Supplier
Tools
IBS Overview THE PRODUCTIVITY ADVANTAGE

10. Agenda and Introduction
Agenda and Introduction
What we see as the typical situation
Future state and ROI
CCM Solutions Demonstration
Q&A – 10 minutes
IBS Overview THE PRODUCTIVITY ADVANTAGE

11. The big 3 types of complaints
- Receiving - Shop Floor - Customer calls
Inspection Inspection - Email
- ERP System - RMA
- Employees - Outside Source
Based on Based on Cost Based on
Supplier Center Customer
Master data Master data Master data
IBS Overview THE PRODUCTIVITY ADVANTAGE

12. Supplier Non-Conforming Material & SCAR
IBS Overview THE PRODUCTIVITY ADVANTAGE

13. Alternative entry points via Web Portal
Customer Claim
data
(Web Portal)
IBS: Reporting
Tool
IBS Overview THE PRODUCTIVITY ADVANTAGE

14. Internal Complaint – Non Conforming Material (NCMR)
Shift lead get informed
Immediate Actions triggered
Non-Conforming
Material on the shop floor
Build your own process:
• Flexible
• Scalable
• Utilize most common
methodologies
• 8D
• 5-Why
• 3-W
• Ischikawa
IBS Overview THE PRODUCTIVITY ADVANTAGE

15. Customer Complaint
IBS Overview THE PRODUCTIVITY ADVANTAGE

16. Sample Reports
Highest ranked failing part and
Claims by year defects causing
disruptions in 2008
Top 5 Customers
Top 10 articles from
Ford China
Top 5 defects on
4M5AA26413EE, Lock Asy-Door
IBS Overview THE PRODUCTIVITY ADVANTAGE

17. IBS reporting tool
PPM Defective by Month Manufactured Pareto of Defects
400.0 TW broken in balancing area 1
350.0 No Fault Found 5
BW
300.0 Nut torque 5
R/1000 Defective
BW Incorrect Assembly 6
250.0
Noise 1
200.0
Blow By 1
150.0
FOD 7
Daimler
100.0
Customer Damage 4
50.0 TW broken Blade 6
0.0 Oil Leaking by the compressor side 36
4
5
6
7
4
5
6
7
8
4
5
6
7
8
4
4
4
5
5
5
6
6
6
7
7
7
8
TW broken 1/2 25
l-0
l-0
l-0
l-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
-0
0
0
0
0
0
n-
n-
n-
n-
n-
ov
ov
ov
ov
ay
ep
ay
ep
ay
ep
ay
ep
ay
ar
ar
ar
ar
ar
Ju
Ju
Ju
Ju
Ja
Ja
Ja
Ja
Ja
M
M
M
M
M
N
N
N
N
M
M
M
M
M
S
S
S
S
Build date 0 5 10 15 20 25 30 35 40
Root Cause
Monthly
Volume
Contained
1235
1764
1483
1044
PCA
276
296
635
799
828
862
816
594
308
606
672
492
0
0
Location
Problem
Serial
Aug-05
May-05
May-06
Nov-05
Sep-05
Dec-05
Feb-05
Jun-05
Feb-06
Jun-06
Mar-05
Apr-05
Mar-06
Apr-06
Jan-05
Jan-06
Oct-05
Jul-05
Total
Open / Number or
D3
D4
D6
Brief Problem Description 8D # Closed Date for
Permanent Corrective Action Taken
PCA
No Fault Found 79 Field 2 7 12 10 9 6 9 3 2 3 3 2 3 2 6 - - - - - - -
ITEC
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 - - - - - - -
E E E
Increase stock material in the casting to avoid
Pinched O-ring 4 Field 1 1 2 2208 closed 10/5/2006
component misalign
E E E
Snap Ring Out of Position Comp.Wheel All K-16 and K-27 must pass through the balancing
2 Field 1 1 5278 Open 05/29/2006
rubbing machine
BW
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
IBS Overview THE PRODUCTIVITY ADVANTAGE

18. Sample Customer Complaint process Automotive
Sample size
of parts to be Various means of acquiring
inspected warranty data
- Offline (Excel &Email)
- Online
- Field services (Web Portal)
1
Global Warranty cases
Import Log on to
the central
*Cyclical 3 Management
information
System
provided by IBS
customers
e.g. in form of Quality
excel Management
X number of cases
documents 2
Portal  Company
Reporting:
4
E-Mail  Company
 by Industry
 by country
 Costs
 Product related KPI’s
IBS Overview THE PRODUCTIVITY ADVANTAGE

19. CA/PA Process supporting Lessons learned & repeated
defects
Customer Claim
data
(Excel)
OEM 1
OEM 2 8D
OEM n
IBS: Converter
tool
IBS Overview THE PRODUCTIVITY ADVANTAGE

20. 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:
4
 by Market
 by Country
 Costs
 KPIs
 accepted vs. rejected claims
IBS Overview THE PRODUCTIVITY ADVANTAGE

21. Thank You! Questions?
IBS America, Inc.
www.ibs-us.com
(781) 862-9002
PRESENTER: Tim Gamble – tim.gamble@ibs-ag.com
(781) 862-9002 ext. 137
Quality Management 2.0
http://info.ibs-us.com
@IBSAmerica
IBS Overview THE PRODUCTIVITY ADVANTAGE