QMS

Qualitts-Management-Systeme

Key Points Regarding

Field Failures Analysis

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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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