QMS
Qualitts-Management-Systeme
Key Points Regarding
Field Failures Analysis
If you have further questions let us know.
We are ready to help.
Heribert Nuhn
8D
QMS
Qualitts-Management-Systeme
Germany
D-56587 Strassenhaus
Deutschland
Tel.: ++ 49 2634 9560 71
Fax.: ++ 49 2634 9560 72
Mobil: + 49 171 315 7768
eMail: Heribert.Nuhn@Nuhn-QMS.de
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Field Failures Analysis
A Common Quality Management
within the Supply Chain
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Field Failure Analysis
Initial Situation:
"Within the automotive industry
expenses for Warranty and Policy
account for two to four percent of all
cost per vehicle, thus exceeding the
US$ 30 Billion estimated by industry
experts."
Source:
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June 19th, 2006
enduser/
repair shop
Scope
customer
complaint
request for
warranty
OEM
supplier
repair shop
process
claims
process
warranty
process
exchange
of parts
Quality
process:
Field Failure
Analysis
agreement
invoice
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Process of Field Failure Analysis
Goal: Added Value for OEM and Supplier
OEM
Supplier
introduction of a
planning process for
field failure analysis
precise definition of intial
inspection (standard
inspection and testing
and functional testing)
initial definition of NTFProcess
NTF-Process is basis for
audits related to field
failure analysis
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foundation for the planning process
regarding field failure analysis
precise and economic approach for
inspection and testing
an approach for OEMs, i.e.
identical and uniform terms and
definitions
approach for the entier supply
chain
improved cooperation with OEMs
regarding field failure analysis
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Field Failure Analysis Process
Continuous Improvement Process
Field Failure Analysis Process
no
evaluation
standard
inspection
and testing
mutually
agreed
inspections
and tests
ok
after
standard
inspection
not ok.
acc. to standard inspection
functional
testing
1. evidence of
defect:
defect oriented
2. acc. to agreed
inspection
?
Criteria
for release
are met
yes
?
NTF-Process
collecting
data
Exchange of Info. & Parts as agreed
Warranty Parts
inspection of
systems
and
ok
after
functional
testing
not ok.
acc. to functional testing
evaluating
data
evaluation of
processes
not ok
acc. to systems and/ or processes
Root Cause Analysis and Defect Elimination Processes
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Evaluation
Stand. Inspection
and Testing
Functional Testing
yes
mutually agreed
and defined Inspecevidence
tion & Testing
of
mutually
agreed
no
defect
oriented
mutually
agreed
defect
Test S.1
Test S.2
Test S.n
no
n. ok
according
to standard
inspection
Test F/B.1
Test D/F.1
Test F/B.2
Test D/F.2
Test F/B.n
Test D/F. n
n.ok
according
functional
testing
no
criteria
for
release
?
NTFcustomer
Process
complaint
feasible
?
yes
yes
? customer complaint feasible ?
not ok according to functional testing
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ok
acc. to
evaluation
Criteria for Release
Examples:
large number of "ok according to evaluation"
new product or part (after market launch or production part
approval process)
new launch for
vehicle/ component/ system
importance of defect to customer
field failure/ vehicle at reduced capacity
new or frequent complaints (dealer/ customer statement)
If NTF-Process is not initiated efective parts will be disposed of
according to agreement (if no agreement has been made this will
be done four weeks after completion and documentation of
evaluation).
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NTF-Process
Collecting and Evaluating Data:
it is a prerequisite that both parties continuously
evaluate the data in their field of responsibility
initially only data and information readyly available
is evaluated during the NTF-Process the objective
being to attain further information in the future
if collecting and evaluating data generates new
findings the NTF-Process must continue by
inspecting systems and/ or evaluating processes
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NTF-Process
Finalization of NTF-Processes:
Where a problem was identified during the NTF-Process
problem solving will be carried out according to the
agreed problem solving process.
Where a problem was not identified during the NTFProcess the initiator will decide if further analyses are
promising.
Where further analyses are not promising positive
results the finalization of the NTF-Process must be
documented.
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Problem Solving Process
Problem Analysis:
Problem analysis identifies the root cause of failure for
the defect that has been confirmed in the NTF-Process.
The defect identified represents the problem description
or problem definition for the subsequent problem solving
process.
Typically the automotive industry uses the
8D-Methodology for problem solving.
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Planning the Field Failure Analysis Process
The field failure analysis process must be implemented in the
organisation.
Process description and ressources must be avilable.
Areas for logistics, data management, standard inspection and
testing, functional testing and NTF-Process must be clearly
defined.
On the basis of this VDA-Manual a product-specific approach
must be implemented for each product.
Sections for data collection and data evaluation, system
inspection and process evaluation must be part of a NTFProcess.
Detailed planning for newly developed products.
Control plans must developed for standard inspection and
testing and functional testing.
Criteria for releasing the NTF-Process must be defined.
Control plan and criteria for releasing the NTF-Process must
be established during the RGA-Process.
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Planning the Field Failure Analysis Process
As a minimum this subject is covered in Quality Assurance Process
(RGA) Checklist 4.2.5 under "Claims Management".
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Guideline
A guideline must be established for the NTF-Process
for groups of product and
to assure a systematic and methodical implementation
Prerequesits for procedures and work instructions must be met.
Criteria for release must be defined.
Requirements for inspection and test documentation and
equipment must be met.
A cost effective planning of capacities and estimate of
expenditure must be performed.
Results from the Field Failure Analysis Process are part of the
Production Part Approval Process (VDA 2/ PPAP).
Changes in respective control plans or changes by steps for
inspections and tests are subject to applicable approval
procedures.
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Continuous Improvement Process (CIP)
Continuous Improvement Process
Planning of inspections
and tests needed
for defective
part analysis
Implement field
failure analysis
process according
to planning
Eliminate
identified
deviations and
introduce
measures to
improve the defect
part analysis process
Check Plan/ Actual
to iIdentify
differences and
potential for
improvement
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Interfaces and Exchange of Information
Reporting
The reporting system for the field failure analysis
process should have a uniform format within an
organisation.
Inspection and Testing Report
8D-Report
Quality Report
overview of core areas of defects
improvement of product quality
contribution of implemented action
submit upon request
NTF-Report must provide diagrams
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Interfaces and Exchange of Information
Reporting
Standard Elements
Stratification Diagram
Pareto Diagrams
Defect and Action Plan
Report of Effectivness
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