Warranty and Diagnostics The Key to Better Performance and Higher Profits

1. Warranty and DiagnosticsThe Key to Better Performance and Higher Profits June 3, 2008

2. Jay Cappy Managing Director Technology Solutions BearingPoint, Inc. 1676 International Drive McLean, Virginia 22102 www.bearingpoint.com Tel: 502.777.5816 Jay.cappy@bearingpoint.com Wayne Relyea Senior Manager Technology Solutions BearingPoint, Inc. 25 Independance Boulevard Warren, NJ 07059 www.bearingpoint.com Tel: 732.618.6017 wayne.relyea@bearingpoint.com Key Contacts

3. Agenda • Objectives • Quality/Warranty Background • AWaCS • Functionality • Architecture • Case Study • Q&A

4. Objectives Provide fact based information on the capabilities of a deployed Warranty/Quality Early Warning System. • Describe and discuss the business issues driving the implementation of Early Warning Systems. • Discuss the system architecture and reporting capabilities of a deployed Early Warning System. • Review the proven results from a deployed Early Warning System implementation.

5. Today’s Mission – Customer Satisfaction:Improved Quality and Reduced Warranty Costs • Customers Demand Improvement in the Quality of the Products We Build • Quality Issues are Impacting Customer Satisfaction and Brand Loyalty • Warranty Costs Often Exceed Annual Profits • Competition is Increasing their Investments to Improve Quality Reduction in the Detection-to-Correction is Critical to Improved Performance < 120 Days < 120 Days 180 - 220 Days • Warranty Claim are not sufficient to identify and resolve quality issues • Early Warning Systems are needed to identify problems quickly • Diagnostic information provides the most optimal basis for Early Warning • Centralized access to Diagnostic Information facilitates quick Root Cause Analysis Cost of Warranty Cost Reduction Time Total Warranty Cost Not to Scale An Early Warning System can Reduce Warranty Costs and Improve Consumer Confidence “Every day of reduction is a savings of $1M” AMR

6. Warranty Analysis is not Enough What is needed is: • Access to Diagnostic Data as soon as possible after the product is serviced to allow for earlier issue identification • Access to Real-Time Diagnostic Results to detect fault events and proactively report the events • A single access point to the product build, quality, sales, warranty and diagnostic data for analysis and reporting. • Ability to Drill between Warranty and Diagnostic data. • Ability to Analyze Issues by Parts and Suppliers. • Ability to perform Text Mining on Technician and Customer Comments.

7. What is AWaCS? (Advanced Warranty Containment System) AWaCS is a multidimensional web-based system which provides: • combined analysis capabilities using warranty claims and diagnostic information. AWaCS supports: • the retrieval, integration, reporting and analysis of Production, Sales, Warranty and Diagnostic information. • intuitive, timely, and accurate analysis that is customized to an end user's approach to resolve field problems. AWaCS capabilities reduce the "detection-to-correction" interval, thereby improving both initial and long term quality.

8. AWaCS Logical Architecture – Automotive Implementation Modules • Warranty • Sales • Build • Change Detection • Part Management • Fleet Management • Regulatory • Diagnostics • Telematics • Traceability (Over 400 Reports and Templates) Input Data • VIN • Build Record • As-Built Record • Production • Sales • Warranty Claims • Diagnostics • Events • Trace Parts • Breakpoints Global User Portal DataWarehouse FTP & ETL Server Application Server BI - Report Server Mapping Server Master Tables • Model Year • Make & Model • Line Series • Families • Plants • Suppliers • Parts E-Mail and Alerting Data Base Server • Dealers • Labor Codes • Engine • Transmission • DTCs • PIDs • Etc… Supplier Portal System Administration

9. Effective Reporting Observations • Data in and of itself is not information • Data is necessary, but not sufficient • Data without structure is overload • Data must be readily accessible to the general user community • Report generation must be intuitive. • In general, users do not have Computer Science degrees, and cannot write SQL queries • System validation of user selections is critical to avoid invalid report requests, leading to invalid assessments • Data must be presented in a clear and concise manner to be useful • Role based reporting is critical • Different levels of detail are required by different users

10. Intuitive and Targeted Reporting Executives Brand Managers • Brand Quality • Technical Assistance Quality Managers Quality Engineers • Program Quality Managers/Engineers • Product Development Engineers • Diagnostic Strategists; Engine & Transmission • Verification Diagnostic Group • Plant/Field Verification Engineers • Hardware Technical Experts, Engine, Transmission, EI&S Product Development Engineers Service Operations • Dealerships • Technical Assistance Center • Warranty, Recalls Suppliers • Dashboards • Trends / Projections • Containment Tracking • Pareto Reports • Alerts • Exception Reporting • Ad Hoc Reports

11. Powertrain Dashboard

12. DTC Pareto Report

13. DTC Detail Report

14. PID Detail Report

15. Case Study: U.S. Automotive OEMQuality Information System Client Situation: A leading U.S. Automotive OEM needed to develop a system for identifying emerging quality issues quickly and focus root cause analysis efforts to resolve problems, improve performance and reduce warranty costs. The early identification of quality issues during development and initial production could reduce the population of recalls. The quality analysis system needed to consolidate vehicle build, sales, warranty and diagnostic data from multiple applications, with daily updates, to provide immediate analysis and visibility to emerging issues. Client Benefits: • Provided analytics and analysis of issues by multiple vehicle, option, production and DTC attributes • Improved identification of emerging issues, safety problems and critical failures from weeks/months to days • Provided data to support product development to drive improvements in the quality and performance of the vehicles produced Warranty Cost Avoidance estimated at $100M+ the first 6 months in use. Chairman’s Global Award for Quality

16. AWaCS - “The Bottom Line” Fine Tuning Warranty Systems and Processes is NOT ENOUGH • Manufacturer’s MUST Deploy An Early Warning System • Leverage Meaningful Diagnostics Data • Drive Costs Out in Development and Initial Production • AWaCS Delivers a Unique Ability To Identify and Resolve Quality Issues EARLY • Proven Cost Avoidance of $10M+ / Month • Improves and Protects Brand Image • Scalability Proven at a Very Large OEM • BearingPoint reduces the RISK of the Project • Knowledge and Experience of the Architecture and the Solution • Quicker Implementation -- Lessons Learned • Internal vs External Development -- Skilled and Focused Resources • Build vs Buy -- A Packaged Solution does not exist. Built to meet your business needs.