Field Failure Analysis Process Challenges in the implementation

1. Field Failure Analysis Process Challenges in the implementation and view towards future development

2. Workshop process Warranty/ claim request Part exchange Request for parts Amplitude of observation by the standard Customer complaint Final Customer/ Workshop Manufacturer Claim process Warranty claim process Quality process: field failure analysis Agreement Supplier Invoice

3. Target: One comprehensive concept for field failure analysis Involved Companies: 6 OEM‘s + 10 Suppliers OEM Tier1 Tier2 A Tier2 B Tier2 C

4. Environment The annual warranty costs of the automotive industry are between two and four percent of the vehicle costs and therefore exceed the 30 billion US dollars estimated by experts within the industry. In the face of global cost for warranty which is at a yearly rate oft 45 to 50 billion US dollars, the significance of quality and warranty claims should not be underestimated. » » Motivation fortherealization oft an effective Field Failure Analysis Process « « 26th August 2014 50 Billion US-Dollar represent the GNP of Montenegro. (as per: 2013) 19th June 2006 Source:

5. Motivation for the realization of an effective Field Failure Analysis Process 2014 has been so far the year with the most recalls world wide!

6. Concept

7. no Parts analysis N T F - P R O C E S S Test strategy Concept AK)* yes System,process OK? System tests Standard- test Passed with no problems? Test under load Passed with no problems? Evaluation of the customer complaint yes yes yes OK based on Part analysis Data collection and evaluation Warranty parts Process study Field failure analysis process no no no PART / SYSTEM / PROCESS NOK Exchange of information / parts handling by agreement Problem analysis Root Cause Problem solving process Corrective actions Effectiveness check Continuous improvement process for the field failure analysis process AK )* = Auslöse-Kriterien erfüllt?

8. Product liability (samples) Airbag-Judgement BGH, Urteil vom 16.06.2009, (VI ZR 107/08) System was at point of public release not according to state of the art Design fault side airbag activates when vehicle drives over pot holes • Production fault • timing chain • engine tears • (engine write-off) The die for the chain links had been used over and above the wear limitations • Instruction fault • bonnet/hood • Opening while • vehicle is moving Consumer buys used vehicle at an authorized dealer and is not informed regarding a recall of the manufacturer regarding corrosion at the Bonnet/hood locking device. . • Faulty • product observation • accessory part • Resulted in fatal accident A manufacturer oft motorcycles was aware that due to an accessory part wind deflector the vehicle become unstable by high speeds. However, the installation had not been prohibited.

9. Implementation of target-oriented communication for all components through the release program as per VDA 2 For products which are suitable for an PPA process and if agreed with the specific customer, the use of the VDA publication „Field failure analysis“ must be demonstrated in appropriate form. Details must be agreed specifically with the customer, for example as part of the planning and agreement oft the PPA process.

10. Implementation of the timely shifting of the coordination before SOP – through specifications (analog QPN) Bsp. Auszug neue Bauteillastenheftvorlage für Elektronikteile

11. N T F P R O C E S S System checks Data collectionand evaluation Processstudy Challenges in the implementation oft the NTF Process Due to the complexity oft reasons, every NTF process has to be structured like a project. OKbased on Part analysis • Behind every claimed part with NTF analysis “OK based onpart • analysis“ lies a system or process failure (… lies a reason)

12. Reasons for NTF System Process Assembly NTF-Problem • Wrongly assembled Workshop Analysis • Wrong service • Faulty test equipment • Inadequate communication customer/dealer • Gaps in diagnosis directions • Test equipment inadequate/inefficient • Incomplete analysis method Interconnection Design / Concept • Not specified usage conditions • Faulty programming • Faulty peripheral components • Unspecified usage conditions • Uncoordinated changes State of the Art • Wrong Customer expectation

13. Example NTF Process Failure can not be found, customer complaint not plausible.

14. Examples of comprehensive field failure analysis Failure reason customer habit Design not according to customer usage Interaction of all parts Failure contributing part is not the failing part

15. Field Failure Analysis 2.0 1. • Systematical, methodical approach in handling with claimed parts without activities (e.g. breakage through not customer suitable design) • Field failure analysis standard should be integrated into the VDA Volume – the descript problem solving processes have only limited suitability to the FFA 2. • Failure has been found/confirmed within the field failure analysis, but does not occur any more in the problem solving process • Interfaces to other publications have to be revised and adapted e.g. VDA 2,… 4. 3.

16. -Auditor for VDA 6.3 VDA 6.3 - Module A 2 days Incl. test (1h) General principles for process auditors VDA - Standard 2 days 2 days Field Failure Analysis Seminar for users Auditor 1 day Field Failure Analysis - Incl. test (1h) Process Auditor Field Failure Analysis Process * VDA 6.3 Module BI/ BII or D Requirements on Auditors Field Failure Analysis The quality of the audit results are influenced largely by the qualifications of the auditors. Auditors in field failure analysis require expertise in field failure analysis process, methodical competence to carry out audits as well as at least two years practical experience in this field. They must conduct themselves according to the universally accepted code of conduct for auditors as in VDA 6.3. These requirements are equally valid for internal and external auditors. The professional requirements include proof of participation in a VDA user seminar on VDA volume Field Failure Analysis. The audit qualification is evidence of successful participation in a course for VDA 6.3 Process – Auditor. The audit qualification can also be acquired in a general basic training for process auditors (VDA 6.3 – Module A) combined with a specialized training on questionnaires for field failure analysis processes.

17. Audit questioner based on VDA 6.3 Layout

18. General Comparison • VDA field failure analysis process CQI-14 (AIAG) • Developed by members of AIAG and OESA, representing VM’s and Suppliers. • Complex & detailed Dealer-Consumer, Dealer-OEM Warranty Claim Process. • Warranty Cost Evaluation Process and Methods are not included. • Consumer focused • Sophisticated & academic study of Warranty Management Process throughout the product life cycle based on PDCA principles. • Developed by members of the VDA, (jointly between VM’s and suppliers) • Detailed analysis process for returned field claims, dividing parts analysis and NTF process into different categories • Detailed guide for agreed VM – supplier analysis process only • Problem solving focused • Simple & practical manual of Warranty Analyzing Process up to the problem solving process

19. Boundaries to the Field Quality Engineer and the Supplier Quality Engineer. Field Failure Analysis Process

20. ThankYou