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IQOS – Integrated Quality Optimization System
IQOS integrated Internal Complaint Handling & 8D
Automotive Consulting Solution
2© SAP SE or an SAP affiliate company. All rights reserved.
Agenda
1. Benefit for the Customer
2. Description of the Function
3. The Function in the System
4. Technical Information
3© SAP SE or an SAP affiliate company. All rights reserved.
Customer Benefit
▪ Proven solutions/services of SAP Automotive Consulting
▪ Solutions already running productive at several customers
▪ Solutions and documentation are available in German and English
▪ Prompt implementation possible
▪ Defined timeframe for implementation
▪ Exact calculation of implementation cost. Implementation for fixed price
▪ 6 months of free follow up care operations for bug corrections starting at
the date of installation within the development landscape. Afterwards
chargeable consulting support starts
▪ No additional ongoing costs (i.e. maintenance cost)
Time
Cost
Solution
4© SAP SE or an SAP affiliate company. All rights reserved.
IQOS Customer
B|BRAUN AESCULAP
Automation and Drives
5© SAP SE or an SAP affiliate company. All rights reserved.
Agenda
1. Benefit for the Customer
2. Description of the Function
3. The Function in the System
4. Technical Information
6© SAP SE or an SAP affiliate company. All rights reserved.
IQOS Engineered Services…
… represent an integrated approach of a closed quality
control cycle in SAP by
End-to-end management of standardized QM complaint handling
processes referring to VDA, ISO 9001, ISO/TS16949 standards
Integration of separate follow up processes (QDX, 8D, NTF)
Full Integration into the SAP QM Standard (Quality Inspection, FMEA,
Control Plan, …)
Process managed User Interfaces (Complaint & 8D Cockpit)
Supportive Monitoring & Reporting
Additional Functionalities (Document Management Handling, SD
Integration, Follow Up Logistics,…)
7© SAP SE or an SAP affiliate company. All rights reserved.
IQOS End to End Process Integration
Flexible End-to-end Integration of complex complaint handling processes
QDX OEM
Portal
Integration
Central Inbound
Monitoring
Transfer of
complaints to SAP
IQOS
Analysis & 8D
Process
Request 8D from
Supplier
Interactive 8D
Exchange
IQOS Quality Tracking Tool
8© SAP SE or an SAP affiliate company. All rights reserved.
IQOS Engineered Services - Portfolio
Business Scenarios … Adaptive Services …
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QM Order
9© SAP SE or an SAP affiliate company. All rights reserved.
Solution Objectives
▪ A systematic, continued product and process improvement by means of external occurred
defects based on the 8D Method
▪ Based on the VDA norm generating and processing external customer 8D-Report
▪ Modular follow-up process
▪ Reusable 8D reports
Solution Concept
▪ Systematical support for the 8D problem solving process using quality notifications
▪ 8D steps are consistent with the corrective actions and catalogue data (defect types, defect
locations, causes, tasks) in notifications e.g. PDCA (Plan Do Check Act) Cycles
▪ Handling and processing of several claims with common causes & corrective actions with
linked 8D-Notification in claim notifications
▪ 8D-Report via EXCEL-Formula based on VDA
▪ The 8D Report contains all quality notification’s data
IQOS Complaint management with 8D
10© SAP SE or an SAP affiliate company. All rights reserved.
IQOS Process improvement with 8D Methodology
Tasks
▪ Execution
▪ Verification
Problem Solving
SAP Solution DB
Tasks
Problem
Analysis
Process-
Notification
(Notification acc. To 8D)Causing Process
XY Tasks
Q-NotificationCustomer Complaint
Q-NotificationDefect in Production
Q-Notification Internal Problems
Analysis
▪ Defects
▪ Causes
Identical Notifications
8D Analysis
Q2-NotificationClaim against Vendor
Updated FMEA
Updated Control
Plan
11© SAP SE or an SAP affiliate company. All rights reserved.
Processing Steps
▪ Registration of customer complaint notification with enhanced SAP Q-
Notifications using unified and enhanced failure catalogues
▪ Assign and create customer order (SD-Order) to customer complaint
notification
▪ Teambuilding by assigning partner
▪ Processing defect analysis
▪ Processing immediate tasks and document them in notification
▪ Additional internal plant - problem notification with inspection lots to the
complaint product or its components of bill of material
▪ Register problem description with text and failure catalogues
▪ Check if defect is already known. Based on the result search with system help
for known causes and corrective actions (Lessons Learned)
Complaint Handling Management – Functions
12© SAP SE or an SAP affiliate company. All rights reserved.
Processing Steps
▪ Assign complaint notification if cause is known and related corrective action are
administrated in F8-Notification
▪ If cause is unknown continue with 8D-Method
▪ Process defect cause analysis and assign causes as well as causing process
via text and catalogues
▪ Document, plan, implement and monitor cause related corrective and
preventive actions in notification
▪ Possibility to manage and monitor causes, the causing process as well as the
corrective and preventive actions in a related F8-Notification
▪ F8-Notification can be used and assigned several times if complaints of the
same defect and cause occur again
▪ Export 8D-Report based on VDA via EXCEL-Formula by means of notification
data
Complaint Handling Management – Functions II
13© SAP SE or an SAP affiliate company. All rights reserved.
Processing Steps
▪ Assign supplier claim if the supplier is the responsible party as well as tracking
and monitoring of supplier actions (Supplier 8D)
▪ Monitoring of date for tasks and control of effectiveness
▪ Closing the Q-Notification in case of success otherwise further actions are
conducted
▪ 8D-Notifications can be used as knowledge base (lesson learned).
Improvement of similar processes and products as well as solving similar
problems
▪ Evaluation of notification data
▪ Possibility of making contents of notifications available in terms of solutions
linked with symptoms in the SAP Solution Database
Complaint Handling Management – Functions III
14© SAP SE or an SAP affiliate company. All rights reserved.
Handling of Customer Claim Notification (FI) using 8D-
Methodology
Internal Defects
Create Internal Complaint
Finalize 8D
D8-Final Discussion
D7-Preventive Tasks
D6-Execute corrective Tasks
D5-Possible corrective Tasks
D4-Cause Analysis
D3-Immediate Tasks
D2-Problem Description
D1-Problem Team
- Customer A, Author -
Updated Process FMEA
Causing ProcessUpdated Control Plan /
Control Plan
16© SAP SE or an SAP affiliate company. All rights reserved.
Agenda
1. Benefit for the Customer
2. Description of the Function
3. The Function in the System
4. Technical Information
17© SAP SE or an SAP affiliate company. All rights reserved.
IQOS Internal Complaint & 8D
18© SAP SE or an SAP affiliate company. All rights reserved.
Agenda
1. Benefit for the Customer
2. Description of the Function
3. The Function in the System
4. Technical Information
19© SAP SE or an SAP affiliate company. All rights reserved.
Technical Information
Available for SAP ERP ECC 6.0
Activation of automotive industrialized solution in SAP ERP System not
necessary
Technical installation is possible remotely
Modification-free
Delivery in worldwide protected IQOS-namespace
20© SAP SE or an SAP affiliate company. All rights reserved.
Source of Information
▪ OSS-System
Notes (Search term: Automotive Consulting Solutions)
▪ Internet
Overview-, Detail- and Customer presentations
http://www.sap.com/acs
▪ Email - distribution list
Signing up through [email protected]
Thank you!
Moritz Knechtel
Consulting Automotive
SAP Deutschland SE & Co. KG
Hasso-Plattner-Ring 7
69190 Walldorf, Germany
22© SAP SE or an SAP affiliate company. All rights reserved.
© SAP SE or an SAP affiliate company.
All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an
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These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind,
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In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related
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