Current IATF requirements focus not only on monitoring quality complaints from customer plants, but also on automotive warranty management. The two main points that realize these are following: 10.2.5 – Warranty management systems and 10.2.6 – Customer complaints and field failure test analysis. It should be remembered that above is also an input data for management review in accordance with point 22.214.171.124 (subpart h).
In this case, few basic terms should be identified:
1. IPTV (en. Incidents Per Thousend Vehicels)
Also known as the C1000. This indicator determines the number of problems reported by final customers visiting the dealer stations. This does not automatically mean the replacement of components. In this case dealer can for example, only update the software, lubricate interface elements, or perform their additional tightening. The starting point for defining the above-mentioned indicator is a joint work which is carried out by the customer’s engineering and the organization of the reliability plan, which corresponds to the implementation of APQP point 1.4. Product and process assumptions. From the IATF’s point of view, the reliability plan is included in the requirement 126.96.36.199. defining output from design and development.
2. TF (Technical Factor – %)
Defines the percentage share of the organization’s financial responsibility for the parts replaced by the dealer that are covered by the warranty period. From the supplier’s point of view, this is a key indicator that directly translates into poor quality costs. Defining its value should start immediately after SOP (start of production) with the analysis of the first parts. Usually the first meetings with clients regarding defining of Technical Factor take place a few months after the project is launched. In this case is already analyzed several dozen parts (of course, it can be more which is more advantageous for the organization).
To the final evaluation is taken into account:
– the number of parts analyzed in a given period
– number of parts for which a defect can be assigned for supplier responsibility
– the number of parts for which no defect from final customer has been confirmed (NTF – explained below).
It is also worth remembering that TF is not an indicator that is defined once. Depending on the achieved quality performance, this value may be reduced (in case of actions implemented by the organization for identified defects) or increased. Second case will be related to chronic problem assigned to the process, subcomponents or design. Such issue should be analysed in automotive warranty management activity by organization with big attention.
3. NTF (No trouble found)
No confirmation of the defect. The term used when analyzing warranty returns, for which, after performing standard tests, no defects indicated by the end user were found. Depending on the customer (OEM) additional requirements related to NTF may be applied. For the VW group, additional requirements are defined in the “VDA – Field Faiulre Analisys” manual. On the other hand, in case of the FCA group, if the warranty is managed as part of the Tutorship, NTF is determined during the tests carried out before sending back the parts to the supplier. For this client the reference document which should be used in such activity is: CQI-14 Automotive Warranty Management.