WiQTr IBM Software Universe presentation ( IBM) SESSION 5 · T4= Root cause analysis output data...

Wipro confidential © Copyright 2008 Wipro Ltd 1

Solution OverviewSolution Overview

Wipro’s Solution for Quality Transformation

Solution Conceptualized by

2Confidential © Copyright 2008 Wipro Ltd

For Global Auto Industry , Cost of Warranty is a For Global Auto Industry , Cost of Warranty is a significant area of concernsignificant area of concern

Warranty is a necessary evil

Any savings here directly impacts organizational bottom line

US AUTOMOTIVE DATA _ WARRANTY CLAIM RATES_ 2003~07 ( source : Warranty Week )

Trouble Foundparts

NO Trouble Foundparts

Design /Manufacturingissue

DealerCompetenceIssue

DealerIntentionIssue

Enterprise Quality Management

problem

ClaimsManagement

problem

Cost of Parts Replaced

(+)Cost of Labor , System ,

Training , analysis ,

lost sales ,….

Negligible Presence ofComprehensive

solutions

Quite a few players

In the market

TRANSFORMATIONAL TRANSACTIONAL


What is expected out of an Enterprise Quality What is expected out of an Enterprise Quality improvement solution ?improvement solution ?

Provision to capture a wide spectrum of Quality inputs from field and not merely the Warranty Claim inputs

Capability to also analyze 100% of such inputs : both Structured as well as Unstructured

Assistance to Root Cause Analysis ( RCA ) through a Decision Support System which links forward with backward traceability information

Seamless Communication of the RCA output into the product / process improvement activities

Build a single platform that can potentially enable all possible kinds of Quality Assurance & Management activities

4Confidential © Copyright 2008 Wipro LtdConfidential © Copyright 2008 Wipro Ltd

Introducing WiQTr : a unique comprehensive Introducing WiQTr : a unique comprehensive Enterprise Quality improvement frameworkEnterprise Quality improvement framework

Dealer analyses failure

Failures Outside Warranty

Failures Under Warranty

Failure Investigation

Part Return

Warranty Data

Structured Warranty &

Traceability

Data Mart

ECR releasesD/P FMEAReliability Engg

Future FailuresPrediction Recalls mgmtSpare Parts Mgmt

PredictiveAnalytics

RCADESIGNIMPROVEMENTS

EARLY WARNING &RECALLS MGMT

Claim Upload

Physical parts scanning

Stage II Stage IIIFinal Output

T1=Structured Warranty claim data tableT2= Traceability data table

Text Analytics

Traceability

Stage I

Warranty Data

Physical parts scanning

Supplier wideRecovery inputs

SUPPLIERRECOVERY

Field & Call centre data

Text Analytics

T3= Field & Call centre data tableFuture warrantyCost / vehicle

WARRANTYBUDGETING

T4= Root cause analysis output data table

Dashboards withalerts

WARRANTYPERFORMANCEMONITORING

RCAIntelligence

inputs

RCAOutput

Knowledgebase

Service , Dealer &R&D knowledge

Base – intranet site,Bulletins,etc

Extended Warranty

Product design+

ReinsuranceCover decision

support

VOC(+)

1

2

3

4

Telematics

feeds

5


WiQTrWiQTr’’s uniquenesss uniqueness

WiQTr helps to address the TRANSFORMATIONAL aspect of quality when most of the

quality systems are aimed at improving TRANSACTIONAL aspects

WiQTr is positioned in a space which is NOT addressed either by large enterprise players or by smaller niche players.

WiQTr impacts an organization across it’s complete value chain : from Product Development till Service.

WiQTr has applicability across multiple industry segments like Automotive ,Industrial & General Mfg , Hi Tech & Consumer Durables , across all geographies and across all types of customer sizes

WiQTr IS NOT A SHRINK WRAPPED PRODUCT , but a conceptual framework which has individual components identified and synchronized , business logic defined & basic screens designed – all of which can be customized to suit the needs of each customer but yet maintain a SHORTER DEPLOYMENT time frame with very competitive PRICING.


Input Data

Key Feature # 1Key Feature # 1 : Usage of Text Analytics to extract useful information from unstructured text

Create Categories

Run NLP

Create Rules

Run Rules

Components

clutch

clutch disc

clutch disc liner

clutch release finger

clutch disc liner surface

clutch slave

gear box

pr plate

clutch damper spring

Problems

uneven

loose

deep scored mark

worn out

slippage

glazed

disintegrated

loose tension

Two different Categories – Components & Problems

<kw cat=".tkm_en_base_word.noun.general" val="clutch"><kw cat=".components" val="clutch release finger height"> <kw cat=".problems" val=“uneven">

<mi category=".conditions" name="" value="${0.lex} ${1.lex} ${2.lex}"><w category=".components" id="0" /> <w id="1" pos="verb" /> <w id="2"

lex="/^((break)|(crack)|(loose)|(defect)|(diffective)|(flakked)|(sticky)|(scorred)|(damage)|(disintegrate)|(dislocate)|(leaky)|(worn out)|(fallen)|(inefficient)|(pit)|(free)|(cracked)|(problem))$/" /> <kw cat=".conditions" val="clutch release finger height uneven">

Add to Database

Model Complaint Code

Complaint

Hunter Clutch Jerky

Complaint was verified and found true. clutch pressure plate removed and observed that its clutch release finger height was uneven. if you depress clutch release finger one clutch release finger remains in that condition only it was returning back after releasing of pressure from clutch release finger causing above complaint. pr.plate spigot is jam in pr. plate cover.

Model Complaint Code Conditions Occurrence

Hunter Clutch Jerky clutch release finger height uneven

1

IBM® OmniFind™ Enterprise Edition + IBM ® Content Analyzerhave been embedded here


Key feature # 2Key feature # 2 : enabling Enterprise Quality Improvement : RCA analysis decision supportPart Number: 352789645

Date of Production: 29-08-2006 Shift: B

In house Batch Code: B2

Supplier: Houston Automotive Supplier’s Batch Code: MT 2569W

Inspection Status: OK

Assembly Operator (St 3): Turner QA Operator: Barneyl

Inspection Parameter (1): Dia. 20.09 Limits: 20 +/- 0.1

Inspection Parameter (3): Hardness BHN 58 Limits: BHN 60 – 5

Production/QA Comments: Test Rig not working due to breakdown of hydraulic power pack, Manual setting done.

Part Number Supplier Complaint Description Action Taken

352789645 Houston Automotive

AS PER REPORT ENGINE STOPPED AND LOCKED. CUSTOMER REPORTED REPEATED OVERHEATINGOF ENGINE AND STALLINGWHILE SCALING GRADIENT

ON INVESTIGATION, FOUND THAT THE CYLINDER HEAD GASKET WAS BLOWN OFF WHICH LED TO COOLANT LEAKAGE

Summation of failures for that

Batch Code

Failures for that Batch Code divided by total production for that Batch Code


Key feature # 3Key feature # 3 : enabling Product Development process integration : FMEA table fill up support

Potential

Failure Mode

Potential

Effect's) of

failure

Severity

Potential causes /

Mechanism of Failures

Occurrenc

es

Detection RPN

Recommende

d Action

Responsibility And Target Date

Action Result

Action Taken

Severity

Occurences

Detection RPN

CLUTCH JERKY

Inconsistent pressure of friction pad 8

clutch release finger height uneven 7 3 168

Hardness increased to 52BHN

pr.plate spigot jam 1

Complaint Code -Short

Complaint Code -Long Customer Complaint Dealer Analysis

C019CLUTCH JERKY

Complaint was verified and found true. clutch pressure plate removed and observed that its clutch release finger height was uneven. if you depress clutch release finger one clutch release finger remains in that condition only it was returning back after releasing of pressure from clutch release finger causing above complaint. pr.plate spigot is jam in pr. plate cover.

Inconsistent pressure on the Friction pad leading to jerky driving conditions

Hardness of Clutch release finger to be increased from 45 BHN to52 BHN

RCA output

User to fill


Key feature # 4Key feature # 4 : enabling Quality engineering process : Reliability Analytics

MTTF / MMTF computation(average of the difference between Complaint date / mileage & Vehicle sold date / mileage )

Survival Curve(Weibull Analysis )


Potential Claims for any Part No – say – 256983527 for a future quarter –

Say Q+1 , when considered at the present quarter “Q” :

Weighted Average of Q-1(20%), Q-2(30%) and Q-3(50%)

The forecast can be drilled down by geography, supplier or Model

This forecast can also be done from the survival graph derived from Weibull Analysis

Key feature # 5Key feature # 5 : enabling Warranty cost budgeting & Service parts emergency planning


Early Warning Signals can be received from the each of the key solution functionalities of this solution framework –

1.Root Cause Analysis output 2.FMEA3.MTTF / MMTF outputs4.Survival graph5.Future failure estimation

Key feature # 6Key feature # 6 : Helps in providing Early Warning signals


Customer Revenue(bn USD)

207 9Warranty Spend(bn USD) @ 2.5%

5.175 0.225Cost of parts

(bn USD) @ 75%3.88 0.169

0.5% failure

Reduction (mn D)20 1

0.5% less Incorrect

Parts repl (mn D)20 1

0.5 % more of Efficient supplierRecovery (mn D)

20 1

Total savings( mn USD )

60 3

LARGE SMALL

returnsreturns 20 x20 x 2 x2 x

SolutionSolution’’s Value Proposition : ROIs Value Proposition : ROI

1. Less number of failures –> Less number of dealer trips by customers leadingto saving in time and fuel costs.

2. Less number of warranty claims means dealers can use their service facility for more paid service .

3. Better failure knowledge mgmt would mean that service technicians to become more productive.

4. Better failure intelligence would help suppliers to act on failure prevention at theirend leading to reduced supplier recoveries in future.

Quantitative Dimension Qualitative Dimension

Returns are expected to justify

the investments comfortably


Analyst TestimonialsAnalyst Testimonials

Analyst Comments : AMR ( Simon Jacobson )This Offers much more than niche vendors with comparable offerings

Analyst Comments : IDC (Joe Barkai )OEMs and Tier I suppliers will see value in WiQTr.

Analyst Comments : Gartner ( Thilo Koslowski and Dan Miklovic )WiQTr exceeds our expectations . There isn’t a more comprehensive quality improvement solution that I am aware of !

Industry Body Association Comments : OESA ( John Chalifoux )This is what the industry wants !

Customer Reference by an analyst ( Gartner ): a rare phenomenon


Thank You

WiQTr IBM Software Universe presentation ( IBM) SESSION 5 · T4= Root cause analysis output data...

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