Daimler Group MBN 10448

Company standard Date published: 2018-10

Total no. of pages (including annexes): 8
Person in charge: Daniel Geiger
Email: daniel.geiger@daimler.com
Plant: 050; Dept.: QM/QPA
Date of translation: 11/2018 Phone: +49 (0)151 586 06897

Field Failure Analysis

Foreword

This standard defines a multidisciplinary concept for analyzing damaged parts returned from the field. It is
based on the VDA Volume: "Field Failure Analysis”. The standard describes minimum requirements for
the core functions and the supporting processes of damaged part analysis.

This edition supersedes the previous edition of this Standard dated 2014-12.

Changes

In comparison with edition 2014-12, the following changes have been made:

2. VDA RGA added to Section Normative references

3. Term RGA added to Section Terms and Definition
5.1 Mercedes-Benz specific addition to VDA Volume: Field Failure Analysis, Section 5.1.3
5.2 Triggering criteria NTF expanded by forced damages
5.4 New section: Determination and Classification of the tests in the Standard and Dummy Load test
5.7 New section: Incorporation of Quality planning and Quality assurance,
(Coordination and approval of the inspection concept)
5.8 New section: Problem-solving process
5.10 New section: Business administration ratios (KPIs) redefined
5.11 New section: Quality report
Annexes A, B, C, D removed and provided as MBN 10448 SUPPLEMENT 1 “Checklist NTF process” in
DocMaster

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Note: This translation is for information purpose only.

The German version shall prevail above all others.
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Contents
1 Scope of application ..................................................................................................................2
2 Normative references ................................................................................................................2
3 Terms and definitions ................................................................................................................2
4 General requirements ...............................................................................................................3
5 Mercedes-Benz-specific requirements ......................................................................................3
5.1 Standard damaged part analysis requirement ..........................................................................3
5.2 Triggering criteria ......................................................................................................................3
5.3 Communication/documentation of the NTF process .................................................................4
5.4 Determination and classification of the inspections in the standard and dummy load test .......4
5.5 Data to be returned from the damaged part analysis process ..................................................4
5.6 The 8D report ............................................................................................................................5
5.7 Quality planning and Quality assurance ....................................................................................6
5.8 Problem-solving process ...........................................................................................................6
5.9 Auditing of damaged part analysis ............................................................................................6
5.10 Business administration ratios (KPI) .........................................................................................7
5.11 Quality report .............................................................................................................................7

1 Scope of application
This document shall apply to all vehicle parts which have been removed from customer vehicles in the
field organization and transferred to the supplier by Daimler AG for damaged part analysis. It describes, in
binding terms, the general framework, the process, the content and the form of documentation during the
execution of damaged part analysis.

2 Normative references
The following referenced documents are necessary for the application of this document. For dated
references, only the edition cited applies. For undated references, the latest edition of the referenced
document (including any amendments) applies.

VDA VOLUME
Joint Quality Management within the Supply Chain -
“FIELD FAILURE ANALYSIS”
Marketing and Customer Care - Field Failure Analysis

VDA VOLUME
Joint Quality Management within the Supply Chain - Product
“MATURITY LEVEL VALIDATION
Development - Maturity Level Validation for new Parts -
FOR NEW PARTS”
Methods, Measurement Criteria, Documentation

3 Terms and definitions

8D Eight disciplines
EZ Initial registration
FMEA Failure Mode and Effects Analysis
NOK Not OK, does not conform to the required quality
NTF No trouble found
OK Correct, corresponding to required quality
Q-H:ELP Quality challenges: Detection, solution and prevention
RGA Maturity level validation
SOP Start of production
SRS Supplier Recovery System
VDA Verband der Automobilindustrie e. V.
VIN Vehicle Identification Number

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4 General requirements
To guarantee product safety and product quality, and to meet homologation requirements, all relevant
statutory regulations and laws shall be complied with. In addition, the relevant requirements of the Daimler
Group apply.
All materials, process technologies, component parts, and systems must conform to the current statutory
requirements regarding regulated substances and recyclability.
Daimler suppliers guarantee to apply an equivalent procedure of field failure analysis to their sub-suppliers
throughout the entire supply chain.

5 Mercedes-Benz-specific requirements

5.1 Standard damaged part analysis requirement

The analysis for the parts returned from the field must be carried out in accordance with the VDA volume
Field Failure Analysis, available under
www.vda-qmc.de. Mercedes-Benz-specific additions have been made to the following chapters:
- Section 3.1 Triggering criteria (NTF process)
- Section 3.7 Communication/Documentation
- Section 5.1.3 Determination and Classification of the tests in the Standard and Dummy Load
test
- Section 10.1.2 Data to be returned from the damaged part analysis process
- Section 10.3.2 The 8D report

The following additions shall apply:

5.2 Triggering criteria

Unless otherwise agreed, the following criteria shall trigger an NTF process:
Daimler shall define the criteria/action limits for the NTF process for the specific product and shall
coordinate the execution jointly with the supplier. An NTF process shall be performed in any case, unless
Daimler explicitly waives the same,
- if no defect could be detected in more than 20% (threshold value) of the damaged parts after
performing the Damaged Part Analysis, which matches the customer’s complaint (designation e.g.
“OK as per inspection:); the stated threshold value of more than 20% shall comprise at least 20 NTF
parts per parts family and per half year, or
- if no defect could be detected for a damaged part in the damaged part analysis after a new start of a
vehicle, a major assembly or a system in the first six months after market launch or in the first nine
months after start of production (SOP) of the respective model series, or
- if a part is the potential cause of preventing a vehicle from moving along on its own or from moving
away from the traffic area after exiting the manufacturing plant or the customer is unable to continue
driving the vehicle due to the condition (“Broken-down vehicle”), or
- for subjects, which can potentially justify a product liability claim against Daimler or the supplier, or
in cases of new or accumulated complaints according to dealer or customer statements.

The NTF process shall be used analogously in individual cases for forced damages (e.g. accumulated
overload damages, destroyed components etc.).
Daimler and the supplier can jointly decide on the discontinuation of an already started NTF process due
to absent prospects of success.

Before starting an NTF project (process), the supplier shall create a profile for the delimitation and content
definition, using which he shall inform the Daimler inspection station (e.g. result of data analysis, time
schedule, hypotheses etc.)

In justified cases, a high NTF percentage and non-compliance with the NTF process can lead to a change
in supplier classification from a quality point of view (at Mercedes-Benz Cars, a classification within Q-
H:ELP).

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5.3 Communication/documentation of the NTF process

Daimler AG shall be provided with documentation of each started NTF process by means of the attached
NTF check list (supplemented with individual, jointly agreed contents of the relevant Daimler inspection
station if necessary). The checklist is saved in Supplement 1. The result must return to the Lessons
Learned Process (e.g. adjustment of test concepts, FMEA etc.)

5.4 Determination and classification of the inspections in the standard and dummy
load test
The supplier must have the inspections of features causing damage or destruction of the parts approved
by the Daimler inspection station in every individual case (not only in the planning/product manufacture
but also in the execution of the damaged part analysis)

5.5 Data to be returned from the damaged part analysis process

Depending on the inspection result, Daimler AG requires that the following documents (see Figure 1) be
returned as attachments:
- OK in accordance with inspection:
→ No NTF process: Documentation of the test results ("test log") from the individual tests
undertaken in accordance with the standard and dummy load test
→ NTF process: Documentation of the NTF process in NTF check list (see MBN 10448
SUPPLEMENTARY PAGE 1 “NTF Process Check list”)
- NOK and party responsible:
→ Supplier: VDA-conformant 8D (see Chapter 5.6)
→ Daimler AG: Internal - Verification/substantiated inspection document with picture and
clear statement (for clear, verifiable rejection to the field organization)

Examination
result
OK in Part NOK
accordance
with
No NTFExamination Party Party
NTF process
process responsible: responsible:
Daimler AG Supplier
Test Completed Verification 8D
log NTF
Checklist
/
Substantiat
report
Required documents
ed
test
document
with picture

Figure 1: Required documents

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5.6 The 8D report

Only one 8D report (master 8D), which shall be referenced, shall be created for a problem with the same
cause. If an action which is not completely effective has been implemented, a new 8D report shall be
started.
The 8D report serves to document the processing process for a damaged part. It is subdivided into
individual sections that simultaneously represent a sequence of steps which should be run through as
soon as a problem becomes apparent, in order to find a complete solution to the problem in good time.

The 8D report consists of 8 different stages, "D1" to "D8", which shall be successively processed
and completed by the supplier. These steps are:

- D1 Team
- D2 Problem description
- D3 Containment actions
- D4 Root causes
- D5 Chosen corrective actions
- D6 Implemented corrective actions
- D7 Actions to prevent recurrence
- D8 Congratulate your team

The 8D report shall be posted and updated in the customer portal.

The following contents shall be specified in the relevant steps 1-7 of the 8D report:

D1 Team:
- Designation of the person responsible (incl. telephone number and e-mail address) and the team for
the problem-solving process

D2 Problem description
- End customer/workshop complaint and effect on the vehicle
- Documentation of relevant fault codes from the control units
- List of sub-standard parts with VIN, engine no., transmission no., initial registration, repair date,
mileage
- Production period of the sub-standard component parts
- Number of damaged parts to be assigned to the problem

D3 Containment actions
- Ensure immediately after detection of the problem that no further suspected inventories are/can be
present at the supplier, in the MB plants or Germersheim
- Description of the method with which the suspected inventories were checked, with clear threshold
value
- Introduction date of the containment actions and/or special identification regarding part traceability
- Determination of the effectiveness of the containment action in %

D4 Root causes
- Defect symptom – product characteristics not corresponding to the specifications or the
drawing/material specification including the specified tolerances
- Repeat faults after action(s) taken
- Problem known from similar component parts or other areas (Development, 0 km, Rework, etc.)
- Area assumed to be responsible for the defect: Sub-supplier, Production, Development, Logistics
- Plausible description of the (root) cause(s) leading to the problem at the lowest level
- Designation of the applied causal analysis method [Ishikawa, 5 Why, Shainin, Six Sigma, Failure Tree
Analysis, etc.]
- Estimation of the number of affected and supplied component parts (risk assessment)

D5 Chosen corrective actions

- Description of the chosen corrective action(s)
- Scheduled date and personnel responsibility for introduction of the action

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D6 Implemented corrective actions

- Description of the implemented corrective action(s)
- Date(s) of implementation
- Verification of reliable and sustainable elimination of the causes of the fault through the implemented
action(s), nomination of the verification method
- Checking of results
- Effectiveness check
→ Expected effectiveness of the action(s) in %
→ Specification of the method used to determine the effectiveness
→ Additional specification of further (possible) actions if the expected effectiveness is <100%

D7 Actions to prevent recurrence

- Implementation in product FMEA, process FMEA, control plan, work instructions
- Verification/confirmation of implementation of the above changes
- Verification/confirmation that recognized improvements have been transferred to other processes &
products (lessons learned, CIP, etc.)
- Verification that the inspection process has been checked and extended if necessary

5.7 Quality planning and Quality assurance

The supplier must coordinate the inspection concept with the Daimler inspection station for new product
projects prior start of production (as saved in VDA volume Maturity level validation for new parts / RGA
RG4). For current projects, the coordination of the inspection concept, if it has not already been done,
must be caught up on as soon as possible.
For Mercedes-Benz Cars: The structural design of an inspection concept and the required information are
stored in the MBN 10448 SUPPLEMENTARY PAGE 2 “Supplier visiting card”. This must be completed
and coordinated with the Daimler / Mercedes-Benz Cars inspection station.

The “Cooperation/Escalation model“ is used in case of severe, recurrent or prolonged quality and logistics
problems with suppliers.
The supplier’s performance is continuously measured by KPIs and is made available.
In case the KPIs are exceeded, the model uses the respective division, e.g. Q-H:ELP “Quality
challenges: Detection, solution and prevention”.
Additional actions are jointly decided with the supplier depending on the respective classification. The
supplier shall bear the costs incurred from the support from Daimler.

5.8 Problem-solving process

The damaged part analysis process is a part of the integrated problem-solving process (PLP - problem-
solving process).
If the inspection/analysis shows a fault, the supplier must perform a causal analysis (Root Cause Finding).
For all faults that the supplier is responsible for, the supplier shall undertake to implement permanent
corrective actions as quickly as possible and to prove their effectiveness (mandatory creation of a VDA-
conforming 8D). If required, changes/additions/adjustments of the damaged part analysis can be made
from the analysis results (standard test/dummy load test and NTF - must be coordinated with Daimler).

5.9 Auditing of damaged part analysis

The Daimler inspection station reserves the right to audit the damaged part analysis procedure at any time
following prior notification in accordance with the latest version of VDA Volume “Field Failure Analysis”.
A standardized question catalog (VDA), which checks, weighs and evaluates the implementation of all
chapters of this standard. The audit points can be requested from the Daimler inspection stations if
necessary.
A follow-up audit usually takes place after 3-6 months if the supplier can verify that it has processed the
agreed actions in advance.

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5.10 Business administration ratios (KPI)

In order to ensure an optimum damaged part analysis and to control it permanently, the supplier must
collect the “Required business administration ratios” mentioned in the VDA Volume Field Failure Analysis
and must present them to the Daimler inspection station every month. In addition, other meaningful ratios
can be collected in consultation.
Ratio that must be reported to the Daimler inspection station every month:
Average inspection period
- Percentage of parts NOK according to inspection (for standard test and dummy load test
respectively)
- Percentage of parts OK according to inspection (NTF)
- Percentage of impact damage parts
- Correlation of: Parts obtained for inspection versus failed parts according to field data

5.11 Quality report

The field quality report that is to be presented every month to the Daimler inspection station by the
supplier allows a quick overview of the main source of faults, the development of product quality as well as
the success of implemented actions. Standard elements of the field quality report are mentioned in the
MBN 10448 SUPPLEMENTARY PAGE 3 “Supplier field quality report” e.g:

- For Cause and effect diagram (Ishikawa), see Figure 2

- Stack diagram (complaint about production months)
- For Pareto diagram (analysis results, their distribution over time), see Figure 3
- For Fault-Actions-Effectiveness Lists (Paynter chart), (see Figure 4)
- Top subjects status report (scope of report must be coordinated individually with the Daimler
inspection station)

Top subjects status report

=> Scope of the Top subjects report must be coordinated individually with the Daimler inspection station

Ursache-Wirkungs-Diagramm (Ishikawa)
Maschine Material Mensch

Pflege Werkstoff Ausbildung

Problem

Verfahren
Temperatur

Methode Mitwelt

URSACHE Wirkung

Figure 2: NTF process checklist – Ishikawa diagram

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Pareto diagram (analysis results, their distribution over time)

Production month of vehicle Repair month

Operating time (months) Pareto analysis result

Figure 3: Supplier’s report - Pareto Diagram

Fault-Actions-Effectiveness-Lists (Payntner chart)

Field
Info on component / Commodity and period failure

under review

Figure 4: Supplier’s report - Payntner-Chart

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