Field Failure Analysis Process

Challenges in the implementation

and view towards future development

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 Field Failure Analysis Process

Regeneration and Expansion

The level of quality in Motor vehicles has, considering the challenges of higher complexity, shorter
development cycles and increased model variations, very much improved. At the same time
warranty periods have been extended, in order to facilitate the increased consumer expectation.
More demanding efforts within the development and production processes in order to hand over
mature, robust and fault free products to the consumer, deviations of the expected condition do
occur in usage.
The changes in the IATF 16949:2016 and the VDA Band 6.3 demand from the supply industry already
within the development process the planning of the warranty concepts for claimed parts which are
returned from the field.
This shows clearly the elaborated demands for an effective Field Failure Analysis on returned parts.
To ensure comprehensive handling the VDA Band Field Failure analysis will be regenerated
accordingly to the collected experiences

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Motivation for the realization of an effective Field Failure Analysis Process
Environment

» The annual warranty

costs of the
» In the face of global
automotive industry cost for warranty
are between which is at a yearly
two and four percent rate of 45 to 50 billion
of the vehicle costs US dollars, the
and therefore exceed significance of quality
the 30 billion US and warranty claims
should not be
dollars estimated by
underestimated. «
experts within the
industry. «
Source: 19th June 2006 26th August 2014

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Motivation for the realization of an effective Field Failure Analysis Process
Connection of a global sales organization with
“networking” society and individual customer
requirement
Reduction of analysis time is due to global same
part strategies and therefore resulting high failure
cost necessary

Constantly rising requirements through

assistant and infotainment systems are
increasing the vehicle complexity in all
segments.

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Motivation for the realization of an effective Field Failure Analysis Process
The year 2016 will be the second negative record year in automotive history since 2014 with regard to recalls.
According to the Centre of Automotive Management (CAM) in Bergisch Gladbach have been only on the reference
market USA a total of 51,1Mio. Pkw (inkl. LCV) recalled out of safety relevant reasons . (2015: 45,8Mio).

© VDA QMC Regionalkonferenzen 5

 Product liability (Samples)
Design fault Airbag-Judgment
BGH, Urteil vom 16.06.2009,
(VI ZR 107/08)
side airbag activates System was at point of public
when vehicle drives release not according
over pot holes to state of the art

Production fault
The die for the chain links had
been used over and above the
timing chain wear limitations
engine tears
(engine write-off)

Instruction fault Consumer buys used vehicle at an

authorized dealer and is not informed
bonnet/hood regarding a recall of the manufacturer
Opening while regarding corrosion at the Bonnet/hood
vehicle is moving locking device.
.
Faulty A manufacturer of motorcycles was aware
product observation that due to an accessory part wind deflector
the vehicle became unstable at high speeds.
However, the installation had not been
accessory part prohibited.
Resulted in fatal accident

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 Scope of observation by the standard
Final Customer/

Customer
Workshop

Workshop process
complaint

Warranty/ Part

Request for parts

claim request exchange
Manufacturer

Claim Warranty claim

process process Quality
process:
Agreement field
Supplier

Invoice failure
analysis

© VDA QMC Regionalkonferenzen 7

 Concept

CONTINUOUS
IMPROVEMENT PROCESS

FIELD FAILURE ANALYSIS PROCESS

Interfaces
Part Analysis NTF PROCESS

Standard Tests

Data collection
and evaluation
Customer System
tests complaint under load
OK
tests
OK
based on Yes 1. based on
standard No 2. 1. Failure-oriented part analysis
Jointly tests
Indication 2. Jointly specified Process
specified of defect ? tests study
tests

Interfaces Interfaces

ROOT CAUSE ANALYSIS AND

FAILURE ELIMINATION PROCESS

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 Field Failure Analysis

2009
Field Failure Analysis
Standard- Test under NTF-
test Process
load

2017
Field Failure Analysis
To emphasize Problem
the Problem- Analysis NTF-Process Solving
Solving- Process
Process

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 Changes VDA Field Failure Analysis FFA 2009 to 2017/18

New in FFA 2009

2017/18 FFA 2009
With new
relevance
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 Challenges in FFA 2009: NTF - Prozess
no
yes
Analysis TC1)* NTF-PROCESS

Exchange of information / parts handling by agreement

Warranty parts

Standard- Test under

Customer
test load System-

Data collection
and evaluation
yes complaint
yes test yes
Customer
Customer OK. System,
Reference complaint according Process
complaint
verified!
to failure verified! to analysis
Process OK?
conditions? - -passed with no
-passed with no study
problems
problems? no
no no

Problem analysis
Failure Special
description case
Triggering criteria:
Start Problem-Solving-Process TC2)** Action?
TC1 )* = for NTF-Process reached?
TC2 )** = for special case reached?

Root Cause

Corrective actions
Effectiveness check

Continuous improvement process for the field failure analysis process

© VDA QMC Regionalkonferenzen 11

Challenges in the implementation of the NTF Process
Due to the complexity of reasons, every NTF process has to be structured like
a project.

NTF PROCESS
Data collection

System
and evaluation

checks
OK
based on
Part Behind every claimed part with NTF
analysis Process analysis “OK based on part
study analysis“ lies a system or process
failure (… lies a reason)

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 Reasons for NTF
Process System
Assembly

▪ Wrongly assembled
Workshop Analysis

▪ Wrong service ▪ Test equipment

▪ Faulty test equipment inadequate/inefficient
▪ Inadequate ▪ Incomplete analysis
communication method
customer/dealer NTF-
▪ Gaps in diagnosis Problem
directions

Interconnection
Design / Concept

▪ Not specified usage conditions

▪ Unspecified usage State of the Art
▪ Faulty programming
conditions
▪ Faulty peripheral components
▪ Uncoordinated changes ▪ Wrong Customer
expectation

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 Example NTF Process

Failure can
not be
found,
customer
complaint
not
plausible.

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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 of the PPA process.

© VDA QMC Regionalkonferenzen 15

 VDA 6.3

2016

Reference only in P7.5 New reference in P3.4,P4.7, P7.4

Advantage:
• Clear reference to the project
• Field Failure Analysis in all stages of the
project

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 no
yes
Analysis TC1)* NTF-PROCESS

Exchange of information / parts handling by agreement

Warranty parts

Standard- Test under

Customer
test load System-

Data collection
and evaluation
yes complaint
yes test yes
Customer
Customer OK. System,
Reference complaint according Process
complaint
verified!
to failure verified! to analysis
Process OK?
conditions? - -passed with no
-passed with no study
problems
problems? no
no no

Problem analysis
Failure Special
description case
Triggering criteria:
Start Problem-Solving-Process TC2)** Action?
TC1 )* = for NTF-Process reached?
TC2 )** = for special case reached?

Root Cause

Corrective actions
Effectiveness check

Continuous improvement process for the field failure analysis process

© VDA QMC Regionalkonferenzen 17

New Challenge in 2017/18: special cases

Samples
of
special cases

Reason for failure

customer habit Design not according to
customer usage

Interaction
of all parts
© VDA QMC Regionalkonferenzen 18
 New Challenges in 2017/18:
Simplified presentation Application in field failure analysis

Start Start

FAILURE DETECTION
D0

PROBLEM-SOLVING PROCESS
D1
Failure detection Field failure analysis

Failure Failure Failure

known? Problem analysis
classification D2
TC2
known?
?

D3

DETECTION AND ELIMINATION OF FAILURE

Root cause D4 Root cause
detection analysis

Elimination of D5 Corrective
cause of failure D6 measures

Check
Check corrective effectiveness of
D7 action taken
actions taken D8

Stop Stop

© VDA QMC Regionalkonferenzen 19

New in 2017/18: Audit standard Field Failure Analysis, expanded
The question catalogue of the audit standard will be incorporated into the booklet „Field Failure
Analysis
The structure and the assessment logic will be made to suit the new VDA 6.3
To enable a more precise overall result the questions have been increased from 4 to 7 Chapters

Chapters today: Chapters future:

1. Planning 1. Organisation
2. Analysis (Standard and Under Load) 2. Planning
3. NTF-Process 3. Execution of the Field Failure Analysis
4. Problem analyse 4. Analysis (Standard and Under Load)
5. NTF-Process
6. Problem analyse
7. Problem-Solving-Process

Therefore the question catalogue of the field Failure Analysis is covering the
complete 8D-Process
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Boundaries to the Field Quality Engineer and the Supplier Quality
Engineer.

Field Failure Analysis

Basis

Field Product
life
circle
© VDA QMC Regionalkonferenzen 21