Training agenda:

1. Claims management in relation to the IATF requirements in automotive:

• 6.1.2.3 Contingency plans
• 8.5.1.1. Control Plan
• 10.2.6 Customer complaints and field failure test analysis
• IATF Sanctioned Interpretations – SI’s

2. Claims management:

• Claims recording
• Best practices for visual inspection prior to analysis starting
• Claims communication within the organization
• Control Plan and FMEA update
• Difference between containment and corrective actions (including case study)
• 8D reports – most often mistakes made

3. Claim types:

• Quality: 0-km from OEM production plant / service part center
• Quality from final client – warranty
• Logistics

4. Customer escalation management

• IATF requirement 9.1.2.1 Customer Satisfaction – Supplemental
• Special Statutes used by OEM clients in automotive

5. Client and organization preventive actions:

• Reliability tests
• Tests performed by internal clients
• Visits organized in client locations regarding product trainings, handling and joint line walks
• Verification of the actions taken effectiveness during internal process audits
• 5S Audits and Layered Process Audits (LPA)

6. Methods of claims analysis results reporting

• Pie chart
• Occurrence chart
• Painted chart
• Presentations
• Clients data preparation best practices
• Statistical methods for risk analysis defining – ppm’s (including case study)

7. Systemic actions defining for the most common claims based on the 6M matrix

8. Best Practices:

• Resident as organization representative at the customer’s site
• Feedback to residents in manufacturing plants and cooperation with the quality of the client’s plants