New Solution Feedback System

Is powered by
“One-Calls”.

DEEC Meeting 2010-1

No “One-Calls”…
One-Call
PRODUCTEARLY WARNING
CONCERN REPORTS
DATABASE
… no feedback ! ! !

Mark Higham
Product Support Manager, CSBU, MMUK

Wychwood Park, May 2010

DEEC Meeting 2010-1

One-Call EARLY WARNING REPORTS

Mark Higham
Product Support Manager, CSBU, MMUK

Wychwood Park, May 2010

One-Call Early Warning Reports

Suppose a dealer is repairing a vehicle failure caused by an issue

which constitutes a product concern BUT : -

He knows how to fix it …

… NO THD One-Call !

The repair cost does not require pre-authorisation ...

… NO (One-Call) WRAN !

He does not submit an Early Warning Report …

… NO (One-Call) EWR !

Iveco does NOT know the problem exists …

… NO Corrective Action !

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 3
One-Call Early Warning Reports

TOP 20 - Warranty “A” – Daily Range, 2010 year to date

TOP 20 EXPENSES
Range: LIGHT (AA+AB+AC)
Wty Type: A - Standard Warranty
Nr Failure Description Nr Fails Nr EWRs
1 29700 ANS 24 HOURS 748
2 76911 CABLES 441
3 55079 VAN SLIDING DOOR 189 898 failures
4 76541 MULTI SWITCHES ASSY 185 1
5 54201 FILTER ASSEMBLY 152 0 during 2009
6 76201 BATTERY 133
7 54076 THROTTLE BODY 83 0 = 7 per service
8
9
55073
54074
WINDOW REGULATOR
EGR ASSEMBLY
77
64
0
0
point !
10 52744 REAR DISC BRAKES 63 1
11 76551 STARTER SWITCH 54 1
12 54044 CRANKSHAFT FRONT COVER 44 1
13 50145 HYDRAULIC STEER.PUMP 44 0
14 54241 TURBO CHARGER 41 0
15 76402 TACHOGRAPH 35 0
16 76618 CONTROL POWER UNIT 32
17 52671 ANTILOCKING DEVICE 26 We also got
18 50521 DRIVEN PLATE ASSY 23 some very
19
20
54085
77101
FLYWHEEL ASSEMBLY
INJECTION PUMP ASSY
17
11
good EWRs !

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 4
One-Call Early Warning Reports

We NEED EWRs to
alert us to problems !

…BUT …

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 5
One-Call Early Warning Reports

We NEED EWRs to alert us to problems …

…BUT …

We do NOT want an excessive number of EWRs – eg. one for every

repair, one for every warranty claim …

… SO…

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 6
One-Call Early Warning Reports

EWRs GUIDELINES

Raise an EWR in the case of : -

1. a safety issue (even for a single failure).
2. a high failure frequency (many failures).
(in this case please alert us to other affected chassis no.s)
3. together with a high failure frequency, also consider : -
a) the level of customer inconvenience.
b) the cost of repair.
4. a special Iveco initiative – eg. last year’s Daily Wiring System EWR.
5. a specific request for information from Iveco.
6. any combination of the above.

Ref. 3a & 3b
Many types of failure can cause a VoR (ie. maximum customer inconvenience) or a
high repair cost (eg. engine replacement) but a single failure does not constitute a
product concern. Create an EWR if you have seen (or know of) more than one
identical failure – and advise us of both if possible.

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 7
One-Call Early Warning Reports

EWRs GUIDELINES (continued)

• Quantity
If you see many failures, alert us to this by raising more EWRs.
It’s not always necessary to create one EWR per failure but sending four or five
will help us to understand that you are experiencing a high failure frequency.
• Save Time
If creating repeat EWRs (for the same issue) “copy-and-paste” the details into
One-Call - don’t type the same entry several times.
• Keep The Failed Parts
… and advise us that you have them – you should do this until any warranty
claim is paid in any case.
• Description
Try to remember that the person reading your EWR can not see the problem.
Also, see the guidelines below.
• Provide (GOOD CLEAR Digital) Photographs
… unless you have reported the concern more than once already (refer to your
previous EWR(s) in that case).
Also, see the guidelines below.
Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 8
One-Call Early Warning Reports

EWRs GUIDELINES (Description)

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 9
One-Call Early Warning Reports

EWRs GUIDELINES (Description)

REPORTED concern – what symptoms were reported by the driver / owner ?

What is your diagnosis of the CAUSE of the problem ?

(Also use this area to give a more detailed technical description of the concern.)

What corrective action have you taken, what repair has been carried out ?

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 10
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

It is appreciated that the world is NOT full of photographers, but a couple of good
photographs can speak 1,000 words : -
• RESOLUTION (& FILE SIZE)
You do not need a professional camera – 1 or 2 mega-pixel resolution is usually
enough but try to use a camera, not a mobile phone – they have a lens like a
glass bead ! (Even a low-cost camera has a better lens.)
• FOCUS
Make sure that they are in focus. If the subject is small (ie. close-up) and you
can’t use a macro facility, take the photo from further away (in focus) and
increase the resolution (number of mega-pixels) if possible. (“Crop” if possible.)
• LOCATION SHOTS
It is often difficult to understand what is being shown in a close-up. Include a
wider “location shot” to help us to understand.
• LIGHTING
If light is a problem, ask someone to hold an inspection lamp on the subject for
you and try with AND WITHOUT flash. Try two lamps if shadows are a problem.

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 11
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

To close and out of focus : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 12
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

Much better but still difficult to understand the location : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 13
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

The benefit of location shots : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 14
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

The benefit of location shots : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 15
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

The benefit of location shots : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 16
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

The benefit of location shots : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 17
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

The benefit of location shots : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 18
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

The benefit of location shots : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 19
One-Call Early Warning Reports

EWRs GUIDELINES (Photographs)

The benefit of location shots : -

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 20
One-Call Early Warning Reports

EWRs GUIDELINES : TWO FINAL POINTS

1. Who will benefit MOST from the solutions to Product Concerns ?

DEALERS

OPERATORS / USERS … OUR CUSTOMERS

2. EVERY EWR is individually read and responded to.

Wychwood Park, May 2010 DEEC Meeting 2010-1 Data classification: Public 21
DEEC Meeting 2010-1

One-Call EARLY WARNING REPORTS ONE-CALL EARLY WARNING REPORTS

Mark Higham
Product Support Manager, CSBU, MMUK

Wychwood Park, May 2010