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P&SWRP102 Supplier Warranty Systems Training. Agenda. Best Practices Roles & Responsibilities Login Procedures Labor Operation Code (LOP) Warranty Reduction Webpage Warranty Assignment Process Flow Systems: Warranty Information System (WIS) Early Warranty Tracking (EWT)

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Best Practices

Roles & Responsibilities

Login Procedures

Labor Operation Code (LOP)

Warranty Reduction Webpage

Warranty Assignment Process Flow


Warranty Information System (WIS)

Early Warranty Tracking (EWT)

Quality Tracking System (QTS)

Global Claims System (GCS)

Supplier Warranty Issue Resolution

Supplier Warranty Reporting Examples

New Supplier Responsible Warranty Measure

Resource Tools


best practices
Best Practices
  • Internal Culture & Communication
    • Communicate regularly to employees on warranty status as a standard corporate measure
    • Roll-out “Awareness Training” at plants
    • Incorporate Warranty Targets (EPUS, C/1000, Cost/Cond,) into incentive plans and goals
    • Create a Warranty Management department
  • Dealer Interaction
    • Develop a relationship with local Dealers to: gather more information, assist with problem
    • identification, and help ensure repairs are written accurately
    • Design for more efficient/effective serviceability, and review Service Manuals

Data Analysis

    • Use the Early Warranty Tracking (EWT) and Quality Narrative Analyzer (QNA) systems to
    • pinpoint dealers experiencing the failure
    • Shift priority to high occurrence/cost warranty issues
    • Construct a problem solving database that allows for easy input by the Champion who will
    • head-up the cross-functional problem solving team
    • Include Warranty lessons-learned into Advanced Product Quality Planning
    • Look at system warranty data on interfacing components
  • Parts Analysis
    • Ensure that a sufficient quantity of failed components is available for root cause analysis
    • Create a warranty parts review area so past mistakes are seen, not hidden
    • Have a clear understanding of the product development process - review lessons learned
    • Keep dealer-returned parts – save an example of a problem

Use visual aids in your manufacturing process to identify high warranty areas

supplier roles responsibilities
Supplier Roles & Responsibilities

Analyze Chrysler warranty data using available sources, to include:

Warranty Information System (WIS)

Quality Narrative Analyzer (QNA)

Early Warranty Tracking (EWT)

Customer Advocate Group (CAG)

Quality Tracking System (QTS)

Direct dealer interface

Direct vehicle assembly plant interface

Global Claims System (GCS – Vehicle Claim History)

Have a documented process for warranty parts analysis and warranty reduction – part of your company’s Quality System. One point of contact for Warranty (Champion)

Facilitate warranty concern review and problem solving (using the 7-Step process) with cross functional groups within your company

Visit QEC (Quality Engineering Center) on a regular basis, obtain returned parts for further analysis, and respond to requests from QEC Warranty Specialists.

Facilitate Lessons Learned sharing with Chrysler and supplier teams for new design continuous improvement

Pursue resolution of “No-Trouble-Found” issues

Review Warranty performance at your company’s Senior Management meetings – e.g., Quality System Management Review Meeting

supplier roles responsibilities access
Supplier Roles & Responsibilities – Access
  • Requests are processed via the Covisint screens. Covisint first approves the request then passes it on to the supplier’s Primary Security Administrator (at the supplier’s location) to submit to Chrysler.
  • Application access is requested by Service Package.
  • Covisint portal:
  • https://portal.covisint.com/wps/private/lang/en/_pagr/111/_pa.111/130
  • Warranty Homepage: http://sqw.extra.daimlerchrysler.com
  • Warranty Tracking Systems section:
        • CQS-Chrysler Quality Suite: WIS, QNA, QTS, EWT
  • Browser: Internet Explorer™
labor operation code breakdown
Labor Operation Code Breakdown

A LOP code is a number the dealer places on the claim when submitting to Chrysler for payment of repair. The dealer identifies the repair made with the help of the Labor Operation Code Time Schedule manual.

First two positions:

Functional Group (FG) defines the major repair area of the vehicle. Repairs are segmented into their respective areas (i.e., 08 = Electrical, 09 = Engine, 05 = Brakes).

Third and fourth position:

Component Group (CG) breaks down the repair into a sub-group of the Functional Group. (i.e., FG = 05 or brakes, then 20 = CG or drum).

Fifth and sixth position:

Component Code (CC) indicates the location of the repair (i.e., rear brakes).

Seventh and eighth position:

Operating Code (OC) (formerly OP) defines the actual repair and determines the allowance paid to the dealer.

01 thru 39 = Prime Test & Replace codes

00 = Adjustment

Ninth and tenth position:

Failure Code (FC) identifies specific cause (i.e., OX = wrong part) or:

UC = Uncodeable which requires a narrative from tech

2008 measurement parameters ebsc
2008 Measurement Parameters - EBSC

Months in service(can view Miles in Service)

“Days to Sale Selection – 120 Days” vehicle population

(can view “All”)

Consists of vehicles sold within 120/90/300 days of build (US, Mexico and

International, respectively)

Sales Divisor:  Standard or CT/SMLC So Equipped

12 month/12,000 miles (Responsible for 3/36 or greater coverage based on

the conditions of their purchase order or other contract with DC)

Retail (can view “Fleet” market)

US Market (Can view ‘All’ - Canada, International, Mexico)

Combined: Truck, Car & Minivan, and Jeep

status summary parameter definitions
Status Summary – Parameter Definitions


Grand Cherokee (WK), Durango (HB), Liberty (KK), etc...


The first two positions of the Corporate Body Model Code - further defines the Product Line


Line or Carline is the third position of the Corporate Body Model Code.


Price Class (High Line, Low Line, etc.) is the third position the Corporate Body Model



Body Style (2-door, 4-door, Convertible, etc.) is the last two positions of the Corporate Body Model Code.


Assembly Plant (SHAP, Toluca, JNAP, etc.)

status summary parameter definitions1
Status Summary – Parameter Definitions


Functional Group is the 1st and 2nd digits of the LOP.


Component Group is the 3rd and 4th digits of the LOP


Component Code is the 5th and 6th digits of the LOP


Operation Code represents the 7th and 8th of the LOP


Failure Code is not a part of the LOP. It simply describes the reason the warranty repair was done.


Component Type Class identifies a class of vehicle components (engines, transmission, wheels, etc.).


Component Type identifies the vehicles equipped with specific components (2.0L engine).

status summary parameter definitions2
Status Summary – Parameter Definitions


Supplier Manufacturing Location Code as assigned in the Purchase Order system.


Part Number selected as the failed part on the warranty claim.


Local Commodity Code


International Market may represent a single country such as the USA or a group of countries such as Europe.


Region/Business Center represents a subset of the International Markets based on sold location.


Business Centers represents a subset of the IMKT/RGN combination.

status summary reporting
Status Summary – Reporting

Report By:

Determines the list of items for the Status Summary description column. The user may select one item from the pop-up window or input the equal sign (=) into the Query Rule field which will generate the same results.

wis reporting metrics
WIS Reporting Metrics

Data will be displayed based on that metric chosen: -C/1000 (Conditions/Repairs per 1000 vehicles) - EPUS (Expense to DC per Unit/Vehicle Sold) - Cost/Condition ( Cost/Expense to DC per Condition/Repair)

status summary results
Status Summary - Results

Parameters can be found at the bottom of each query.

status summary results1
Status Summary - Results

“Drill Down” by selecting the radio button and then press the “Next Go” button on top of screen

Go to “Previous Level” by selecting the “Prev Go” button at the top of screen

status summary results2
Status Summary - Results

To view the claims that make up the corresponding metric, choose the radio button and click the red ‘CLM’ buttons.

wis top problems page
WIS – Top Problems Page

Top Problem by part number or LOP

top problem results
Top Problem - Results

To drill down:

Click on a radio button, go to Status Summary to ‘drill down’ to another metric.

top problem results1
Top Problem - Results

To view the claims that make up the corresponding metric, choose the radio button and click the red ‘CLM’ buttons.

lag factored sales definition
Lag Factored Sales - Definition

Because the WIS system only calculates metrics based on ‘paid’ warranty claims, Lag Factors are applied to the vehicle sample to statistically compensate for unreported warranty conditions.

Each month the WIS system calculates the factors used to lag the sales data. Claim payment experience is analyzed over an 18-month period. The claims are segregated according to the month incurred and month paid and percentages are calculated based on this information.

These percentage figures (lag-factors) can be used to adjust expense upward to the level that it will be when all of a given month’s claims are paid, or sales can beadjusted downward to achieve the same affect.

In order to preserve the integrity of the claim data, the lag-factors are applied to the ‘sales’ data.

wis advanced reports page
WIS – Advanced Reports Page

Clicking on ‘Advanced Reports takes user to the ‘Jobs’ tab.

advanced reports summary
Advanced Reports - Summary

In most cases WIS ‘Standard’ reports (Status Summary, Top Problems and MOP/MIS) will achieve the reporting needs of a user.

Like a “Status Summary” query with extended capability like combining multiple rules (e.g., Model Years, SMLC, Part Number), excluding data, etc.

Schedule when the query is run (automatically or monthly when WIS is updated)



  • Click the “Print” button to reformat the data without the Chrysler header


  • Click the “Export” button to send the data to Excel or another application
    • Data is saved in Comma Delimited format (.csv)
    • Export Controls to design the report (2 choices)
    • Report view - looks like a screen print
    • Data Extract - Pulls MOP/MIS conditions,sales, & expenses
ewt global claims system gcs
EWT - Global Claims System (GCS)

The conditions for this claim will not enter EWT until the claim is PAID.

ewt global claims system gcs1
EWT - Global Claims System (GCS)

Multiple conditions for a single claim

ewt global claims system gcs2
EWT - Global Claims System (GCS)

Failed part identifier

ewt global claims system gcs3
EWT - Global Claims System (GCS)

Failed part identifier

ewt advanced reports
EWT – Advanced Reports

Advanced reports was covered in the WIS section

qts overview
QTS - Overview

OBJECTIVEObtains and deploys customer perceptions of early product quality, throughout the production year.Correlates with J. D. Power Initial Quality Studies (IQS2) and compliments other quality indicators. METHODOLOGYA check-a-box survey is mailed to Chrysler owners sampled from each month production. (149 rows but P/100 could be a different # since rows have additional areas to checkQuota sample by MOP (about 10% of production, 600 per bodyline per month)Mail out occurs at 45 days in service.Response rate averages 30%.Qualitative narrative details collected on the questionnaire.The survey is not Chrysler identified to avoid bias and minimize creation of expectations.

qts parameters page
QTS – Parameters Page
  • QTS Query Features
  • Three types of responses can be queried in the web reporting system

P/100 frequencies

Problem Counts

% (symptom) Detail

  • Drop down lists for fields
  • Basic query allows selection of one or more Product Lines (comma delimited) without selecting a ‘Platform’, Body Style, etc.
  • No vehicle assist feature
  • Problem Results grouped by:

‘9’ Survey Groups or by ‘8’ Component Teams

Component Areas grouped under the Component Teams

  • Wildcards Similar to WIS:
    • The equal (==) sign can be used in any field, once per query
    • The percent (%) sign wildcards the second place of the PL code for example, B% returns all Ram Pickup models.
    • The @ sign does occupy fields that were bypassed
  • Sales code filter for sorting (include/exclude)

Report will highlight filtered ‘sales’ code

  • Problem Frequency filter sorts by the number of problems checked per survey
  • Build date and Sold date filtering
supplier warranty issue resolution
Supplier Warranty Issue Resolution

System analysis

Reviewing multiple component systems for issue resolution

Team identification

Deploying the correct people to resolve and issue

Part testing

Correct testing for warranty return parts

Testing beyond “end line”

Root cause identification

Correct actions

Field Verification

Charting EWT for 90 days or more to verify corrective actions


supplier warranty reporting examples
Supplier Warranty Reporting Examples

Example: Supplier top 5

Warranty issue summary

supplier warranty reporting examples1
Supplier Warranty Reporting Examples

Example: EWT “MOP/MIS” Chart

supplier warranty reporting examples2
Supplier Warranty Reporting Examples

Example: Part analysis Chart

supplier responsible warranty measure
Supplier Responsible Warranty Measure

2008 Standard Report Parameters

Metric: Months in Service 

Model Year:  2008

Vehicle:  Days to Sale Selection -120 Days (formerly known as Sample}

Sales Divisor:  Standard or CT/SMLC So Equipped

Coverage:  12/12 (J)  

Fleet/Retail: Retail (R)  

Sold Market:  USA (U)  

Product Team(s):  Truck (B), Car & Minivan (F),

Jeep (R)  

supplier responsible warranty measure1
Supplier Responsible Warranty Measure

2008 Warranty Measure Calculation

C/1000 Improvement Factor 5.41%

EPUS Improvement Factor 6.33%

FFR = (1/2) Best in class Current Measure + (1/2) (Average Prior Comp)x(1- Improve. Factor)

Current Measure Current Measure

Note: [(Average prior comp)x(1- Improvement Factor)]/ Current Score <= 1

Target = (Average prior comp) x (1- Improvement Factor)

FFR Calculation Exceptions

If the "Current" value for the supplier > 0, the FFR is calculated using the FFR formula.

If the "Current" value for the supplier = 0, the FFR = 100.

If the "Current" value for the supplier = space (no sales for the current year), FFR = space

If all "Prior Comp" values are space or = 0 (no sales for the prior year), don't use in calculation of target

If "Current" value is <= 0.1 C/1000 or 0.01 EPUS, the FFR=100

supplier responsible warranty measure2
EBSC – score deduction

Corporate Quality e-CIMS (SMI Only)

Written by supplier - 5

Written by Corporate Quality - 10

e-CIMS originator is supplier / Corporate Quality

e-CIMS issue solver is supplier

e-CIMS manager is SQ specialist

TAG - 10

Current model year recall - 40

Maximum deduction will be the largest applicable amount (-40 max per event)

No supplier response (NSR) - 5 / NSR

Supplier Responsible Warranty Measure

Initial score for all suppliers is 100

Associated Warranty Improvement

Goal met (5.41% C/1000 & 6.33% EPUS)

+ 5 points added back to EBSC score

Goal not met

No additional points added

resource tools
Resource Tools


To identify new emerging

field issues rapidly, facilitate

root cause analysis, and drive

corrective actions.

resource tools1
Resource Tools

Specialists Functions

  • Acquire Warranty Material
  • Define Review Teams
  • Coordinate supplier review
  • meetings
  • Help Identify Warranty
  • Issues

Supplier Quality

Other Organizations

Prevent Issues


  • Parts Return Analysis System
  • Supplier Quality
  • Prod. Quality Research Ctr.
  • Customer Advocate Group
  • Center of Competency
  • STAR Center
  • Engineering/Manufacturing
  • Quality & Prod. Engineering
  • e-CIMS
  • DVP&R
  • Control Plans
  • “Lessons Learned”
resource tools2
Resource Tools
  • Leading Edge Sampling (LES)
  • Samples failed parts from all Dealerships
  • Automatically requests parts not seen in last 30 days
  • Easy Assignment of Parts to a Specialist
  • Electronic Notification of Creation/Receipt/Closing
  • Utilizes UPS shipping to expedite parts
  • Return Material Parts Request (RMPR)
  • Completed Retentions are ‘Submitted’ for approval
  • Submitted Retentions are ‘Approved’
  • Only Approved Retentions flag parts
  • Currently only QEC staff can create retentions
  • Closed requests (by time, count, or manually) flag no parts
resource tools4
Resource Tools

Defined product problems

Reduce problem identification & resolution time

Objective definition of subjective complaints

Objective customer response

data collected and analyzed.

Vehicle info/subjective complaint

logged in at write-up area.

Define and document

root cause of issue.


Vehicle enters PQRC for service

or complaint issue.

Objective physical data

collected and analyzed

from suspect components/systems

Communicate subjective Vs objective

data with product platform team

Perform necessary repairs


Supplier Quality / Warranty Specialists

For a complete list of Specialist by Commodity, go to the Warranty Reduction Website at: http://sqw.extra.daimlerchrysler.com

Supplier Quality – Operations Specialists

Vickie Yap Chai 248-451-5656 vsy@chrysler.com

Dale Zajac 248-451-5604 dsz@chrysler.com

Supplier Quality - International Quality Strategy & Methods

Jill Gafner 248-512-1548 jlg10@chrysler.com