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IQOS Integrated Quality Optimization System IQOS integrated Customer Complaint Handling & 8D Automotive Consulting Solution
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IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

Oct 30, 2020

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Page 1: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

IQOS – Integrated Quality Optimization System

IQOS integrated Customer Complaint Handling & 8D

Automotive Consulting Solution

Page 2: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

2© SAP SE or an SAP affiliate company. All rights reserved.

Agenda

1. Benefit for the Customer

2. Description of the Function

3. The Function in the System

4. Technical Information

Page 3: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

3© SAP SE or an SAP affiliate company. All rights reserved.

Customer Benefit

▪ Proven solutions/services of SAP Automotive Consulting

▪ Solutions already running productive at several customers

▪ Solutions and documentation are available in German and English

▪ Prompt implementation possible

▪ Defined timeframe for implementation

▪ Exact calculation of implementation cost. Implementation for fixed price

▪ 6 months of free follow up care operations for bug corrections starting at

the date of installation within the development landscape. Afterwards

chargeable consulting support starts

▪ No additional ongoing costs (i.e. maintenance cost)

Time

Cost

Solution

Page 4: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

4© SAP SE or an SAP affiliate company. All rights reserved.

IQOS Customer

B|BRAUN AESCULAP

Automation and Drives

Page 5: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

5© SAP SE or an SAP affiliate company. All rights reserved.

Agenda

1. Benefit for the Customer

2. Description of the Function

3. The Function in the System

4. Technical Information

Page 6: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

6© SAP SE or an SAP affiliate company. All rights reserved.

IQOS Engineered Services…

… represent an integrated approach of a closed quality

control cycle in SAP by

End-to-end management of standardized QM complaint handling

processes referring to VDA, ISO 9001, ISO/TS16949 standards

Integration of separate follow up processes (QDX, 8D, NTF)

Full Integration into the SAP QM Standard (Quality Inspection, FMEA,

Control Plan, …)

Process managed User Interfaces (Complaint & 8D Cockpit)

Supportive Monitoring & Reporting

Additional Functionalities (Document Management Handling, SD

Integration, Follow Up Logistics,…)

Page 7: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

7© SAP SE or an SAP affiliate company. All rights reserved.

IQOS End to End Process Integration

Flexible End-to-end Integration of complex complaint handling processes

QDX OEM

Portal

Integration

Central Inbound

Monitoring

Transfer of

complaints to SAP

IQOS

Analysis & 8D

Process

Request 8D from

Supplier

Interactive 8D

Exchange

IQOS Quality Tracking Tool

Page 8: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

8© SAP SE or an SAP affiliate company. All rights reserved.

IQOS Engineered Services - Portfolio

Business Scenarios … Adaptive Services …

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SD Integration

QM Order

Page 9: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

9© SAP SE or an SAP affiliate company. All rights reserved.

Solution Objectives

▪ A systematic, continued product and process improvement by means of external

occurred defects based on the 8D Method

▪ Based on the VDA norm generating and processing external customer 8D-Report

▪ Modular follow-up process

▪ Reusable 8D reports

Solution Concept

▪ Systematical support for the 8D problem solving process using quality notifications

▪ 8D steps are consistent with the corrective actions and catalogue data (defect types,

defect locations, causes, tasks) in notifications e.g. PDCA (Plan Do Check Act) Cycles

▪ Handling and processing of several claims with common causes & corrective actions with

linked 8D-Notification in claim notifications

▪ 8D-Report via EXCEL-Formula based on VDA

▪ The 8D Report contains all quality notification’s data

IQOS Complaint management with 8D

Page 10: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

10© SAP SE or an SAP affiliate company. All rights reserved.

IQOS Process improvement with 8D Methodology

Tasks

▪ Execution

▪ Verification

Problem Solving

SAP Solution DB

Tasks

Problem

Analysis

Process-Notification

(Notification acc. To 8D)Causing Process

XY Tasks

Q-NotificationCustomer Complaint

Q-NotificationDefect in Production

Q-Notification Internal Problems

Analysis

▪ Defects

▪ Causes

Identical Notifications

8D Analysis

Q2-NotificationClaim against Vendor

Updated FMEA

Updated Control

Plan

Page 11: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

11© SAP SE or an SAP affiliate company. All rights reserved.

Processing Steps

▪ Registration of customer complaint notification with enhanced SAP Q-

Notifications using unified and enhanced failure catalogues

▪ Assign and create customer order (SD-Order) to customer complaint

notification

▪ Teambuilding by assigning partner

▪ Processing defect analysis

▪ Processing immediate tasks and document them in notification

▪ Additional internal plant - problem notification with inspection lots to the

complaint product or its components of bill of material

▪ Register problem description with text and failure catalogues

▪ Check if defect is already known. Based on the result search with system help

for known causes and corrective actions (Lessons Learned)

Complaint Handling Management – Functions

Page 12: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

12© SAP SE or an SAP affiliate company. All rights reserved.

Processing Steps

▪ Assign complaint notification if cause is known and related corrective action are

administrated in F8-Notification

▪ If cause is unknown continue with 8D-Method

▪ Process defect cause analysis and assign causes as well as causing process

via text and catalogues

▪ Document, plan, implement and monitor cause related corrective and

preventive actions in notification

▪ Possibility to manage and monitor causes, the causing process as well as the

corrective and preventive actions in a related F8-Notification

▪ F8-Notification can be used and assigned several times if complaints of the

same defect and cause occur again

▪ Export 8D-Report based on VDA via EXCEL-Formula by means of notification

data

Complaint Handling Management – Functions II

Page 13: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

13© SAP SE or an SAP affiliate company. All rights reserved.

Processing Steps

▪ Assign supplier claim if the supplier is the responsible party as well as tracking

and monitoring of supplier actions (Supplier 8D)

▪ Monitoring of date for tasks and control of effectiveness

▪ Closing the Q-Notification in case of success otherwise further actions are

conducted

▪ 8D-Notifications can be used as knowledge base (lesson learned).

Improvement of similar processes and products as well as solving similar

problems

▪ Evaluation of notification data

▪ Possibility of making contents of notifications available in terms of solutions

linked with symptoms in the SAP Solution Database

Complaint Handling Management – Functions III

Page 14: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

14© SAP SE or an SAP affiliate company. All rights reserved.

Handling of Customer Claim Notification (FC) using 8D-

Methodology

Defect by customer A

Create Customer Complaint

Finalize 8D

D8-Final Discussion

D7-Preventive Tasks

D6-Execute corrective Tasks

D5-Possible corrective Tasks

D4-Cause Analysis

D3-Immediate Tasks

D2-Problem Description

Notification Header (FC)

D1-Problem Team

- Customer A, Author -

Updated Process FMEA

Causing ProcessUpdated Control Plan /

Control Plan

Page 15: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

15© SAP SE or an SAP affiliate company. All rights reserved.

D1-Problem Solution Team

Notification Header (F8)

Finalize 8D

D8-Final Discussion

D7-Preventive Tasks

D6-Execute corrective Tasks

D5-Possible corrective Tasks

D4-Cause Analysis

Defects by Customer C

Create Customer Complaint

D3-Immediate Tasks

D2-Problem Description

Notification Header (FC)

D1-Problem Team

- Customer C, Author -

Defects by Customer B

D3-Immediate Tasks

D2-Problem Description

Notification Header (FC)

D1-Problem Team

- Customer B, Author -

Create Customer Complaint

Defects by Customer A

Create Customer Complaint

D3-Immediate Tasks

D2-Problem Description

Notification Header (FC)

D1-Problem Team

- Customer A, Author -

Assign F8-Notification

(Repeated Defects)

F8-Create Process-Notification

Assign F8-Notification

(Repeated Defects)

Update Process FMEA

Caused ProcessUpdate Control plan /

Production plan (Routing)

Handling of Customer Claim Notifications (FC)

using 8D-Methodology, Systematical Overview

Page 16: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

16© SAP SE or an SAP affiliate company. All rights reserved.

Agenda

1. Benefit for the Customer

2. Description of the Function

3. The Function in the System

4. Technical Information

Page 17: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

17© SAP SE or an SAP affiliate company. All rights reserved.

IQOS Kundenreklamation & 8D Prozess

Page 18: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

18© SAP SE or an SAP affiliate company. All rights reserved.

Agenda

1. Benefit for the Customer

2. Description of the Function

3. The Function in the System

4. Technical Information

Page 19: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

19© SAP SE or an SAP affiliate company. All rights reserved.

Technical Information

Technical installation is remotely possible

Modification-free

Delivery in Z-namespace

Page 20: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

20© SAP SE or an SAP affiliate company. All rights reserved.

Source of Information

▪ OSS-System

Notes (Search term: Automotive Consulting Solutions)

▪ Internet

Overview-, Detail- and Customer presentations

http://www.sap.com/acs

Page 21: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

Thank you!

Moritz Knechtel

Consulting Automotive

SAP Deutschland SE & Co. KG

Hasso-Plattner-Ring 7

69190 Walldorf, Germany

E [email protected]

Page 22: IQOS Integrated Quality Optimization Systema248.g.akamai.net/n/248/420835/8e877739fce1d742334de58...… represent an integrated approach of a closed quality control cycle in SAP by

22© SAP SE or an SAP affiliate company. All rights reserved.

© SAP SE or an SAP affiliate company.

All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an

SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE

(or an SAP affiliate company) in Germany and other countries. Please see http://global12.sap.com/corporate-en/legal/copyright/index.epx for additional

trademark information and notices.

Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind,

and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or

SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and

services, if any. Nothing herein should be construed as constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related

presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated

companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be

changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment,

promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties

that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking

statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

ACS 133