Effective Claims Management training

Claims Management Training agenda:

1. Claims management in accordance with IATF requirements in the automotive industry:

• 6.1.2.3 Contingency plans
• 8.5.1.1. Control Plan
• 10.2.6 Customer complaints and field failure test analysis
• IATF Sanctioned Interpretations – SI’s

2. Claims Management:

• Recording of claims

• Best practices for visual inspection before starting the analysis

• Internal communication of claims within the organization

• Updates to the Control Plan and FMEA

• Difference between containment and corrective actions (includes case study)

• 8D reports – most common mistakes

3. Types of Claims:

• Quality Claims:
  – 0-km issues from the OEM production plant
  – Issues from service part centers
  – Warranty claims reported by the end customer

• Logistics Claims

4. Customer Escalation Management

• IATF Requirement 9.1.2.1 – Customer Satisfaction (Supplemental)

• Special Escalation used by OEM Customers

5. Client and Organization Preventive Actions

• Reliability Testing

• Internal Customer Testing:

• Customer Site Visits

• Effectiveness Verification Through Internal Process Audits

• 5S and Layered Process Audits (LPA)

6. Methods of claims analysis results reporting

• Pie Charts

• Occurrence Charts

• Pareto Charts

• Presentation materials

• Best practices for client data preparation:

• Statistical Methods for Risk Definition – PPMs (including case study)

7. Defining Systemic Actions for the most common claims using the 6M Matrix

8. Best Practices:

• Resident as the organization’s representative at the Customer’s Site

• Providing feedback to residents in manufacturing plants and collaborating with the customer’s Quality Teams