IATF 16949:2016 Clause 8.5.5.1 Feedback of information from service

It outlines the need for an effective communication process regarding service concerns to various departments involved in manufacturing, material handling, logistics, engineering, and design activities.

1. Communication of Service Concerns: This refers to issues or problems related to the performance, reliability, or quality of the automotive products or services. These concerns may arise during the vehicle’s use in the field, post-sale customer feedback, or warranty claims.
2. Manufacturing: This includes the production process of automotive parts and components. Any service concerns related to manufacturing defects or issues need to be communicated to the manufacturing department.
3. Material Handling: Material handling involves the movement, storage, and control of materials during production. Any service concerns related to material quality or handling need to be communicated to the material handling team.
4. Logistics: Logistics is concerned with the efficient transportation and distribution of automotive components and vehicles. Service concerns related to logistics, such as damage during transportation, need to be communicated to the logistics team.
5. Engineering: The engineering department is responsible for the design and development of automotive products. Service concerns related to design flaws or engineering issues must be communicated to the engineering team.
6. Design Activities: This refers to the ongoing design-related work, improvements, or changes to automotive products. Service concerns that may require design modifications should be communicated to the design activities team.

The overall purpose of this requirement is to ensure that information about service concerns flows efficiently across different departments. By doing so, the organization can address and resolve issues promptly, implement corrective actions, and continuously improve the quality and performance of their products or services.To comply with this requirement, the organization may implement various communication channels, such as internal reporting systems, quality management software, cross-functional meetings, or regular review sessions. The process should be well-documented, consistently followed, and subject to continuous improvement to maintain effective communication and collaboration among the different departments involved.

Clause 8.5.5.1 Feedback of information from service

The organization shall ensure that a process for communication of information on service concerns to manufacturing, material handling, logistics, engineering, and design activities is established, implemented, and maintained.   The intent of the addition of “service concerns” is to ensure that the organization is aware of nonconforming product(s) and material(s) that may be identified at the customer location or in the field. “Service concerns” should include the results of field failure test analysis where applicable.

The standard requires a procedure to be established and maintained for communicating information on service concerns to manufacturing, engineering, and design activities. While you may not service your products, others may well do so and the standard requires that you collect information generated by the servicing organizations and convey it to those who can use it to improve the product and the manufacturing processes. This means that you will need to establish liaison links with servicing organizations and enlist their support in reporting to you any concerns they have about the serviceability or maintainability of the product, the availability of spare parts, and the usability of the manuals and other information you have provided. You should set up a common entry point for such data and put in place an evaluation function to convey appropriate data to the manufacturing, engineering, and design activities. A corrective action form or improvement form could be used to convey the data and obtain a written response of the action to be taken. A log of servicing reports would assist in tracking servicing concerns and demonstrate that you were making effective use of the data.The organization is required to define and document your process to provide feedback to manufacturing, material handling, logistics, engineering, and design activities. This should include feedback from OEM’s; customers; as well as vehicle owners through auto dealerships and industry/regulatory research/focus organizations. You are required to evaluate failures and concerns from the field. You must consider either an immediate corrective action (i.e. a recall for a safety or regulatory violation) or review them through your APQP process and update, as appropriate, your product specifications FMEA’s; control plans, work instructions, PPAP, etc.

Process for communication of information on service concerns to manufacturing, material handling, logistics, engineering, and design activities

To establish an effective process for communication of information on service concerns to manufacturing, material handling, logistics, engineering, and design activities in the automotive industry, the organization can follow these steps:

1. Service Concerns Collection and Documentation: Create a system for collecting and documenting service concerns. This can include customer feedback, warranty claims, field reports, and any other information related to service issues.
2. Service Concerns Triage: Classify service concerns based on severity and impact on customers or vehicle performance. Prioritize critical issues that require immediate attention and those with recurring patterns.
3. Service Concerns Reporting: Generate regular reports summarizing the service concerns, their frequency, and the affected vehicle models or components. These reports can be shared with the manufacturing department for analysis.
4. Establish a Cross-Functional Team: Form a team with representatives from both the service and manufacturing departments. This cross-functional team will facilitate communication and collaboration between the two areas.
5. Hold Regular Meetings: Schedule regular meetings between the cross-functional team members to discuss service concerns. These meetings can take place weekly, bi-weekly, or monthly, depending on the volume and urgency of the concerns.
6. Root Cause Analysis: Conduct thorough root cause analysis for significant or recurring service concerns. The cross-functional team should work together to identify the underlying reasons for the issues.
7. Manufacturing Feedback Loop: Create a formalized process for the manufacturing department to provide feedback on service concerns. This feedback can include analysis results, proposed solutions, or requests for further investigation.
8. Implement Corrective Actions: Based on the root cause analysis and manufacturing feedback, implement corrective actions to address the identified service concerns. These actions may involve changes in production processes, materials, or quality control measures.
9. Continuous Improvement: Continuously monitor the effectiveness of the corrective actions and track the reduction in service concerns over time. If new concerns arise, repeat the root cause analysis and improvement process.
10. Document and Share Best Practices: Document the successful resolution of service concerns and share best practices across the organization. This will help prevent similar issues from reoccurring and improve overall manufacturing quality.
11. Training and Awareness: Ensure that all relevant personnel involved in manufacturing are aware of the service concerns and the implemented corrective actions. Conduct training sessions as needed to disseminate information effectively.
12. Feedback to Customers: Provide feedback to customers regarding the resolution of their service concerns. Transparently communicate the actions taken to address the issues and show the organization’s commitment to customer satisfaction.

By following these steps and establishing a robust communication process, the manufacturing department can stay informed about service concerns and take proactive measures to improve product quality and customer satisfaction.

Process for including include the results of field failure test analysis on service concerns

Incorporating the results of field failure test analysis into the communication process for service concerns can provide valuable insights for various departments involved in the automotive industry. Here’s a comprehensive process to ensure effective communication:

1. Field Failure Test Analysis: Conduct rigorous field failure tests to identify and analyze service concerns experienced by customers in real-world conditions. These tests may involve conducting detailed inspections, diagnostic procedures, and data collection on vehicles that have experienced failures.
2. Data Collection and Documentation: When service concerns are reported or identified, gather detailed information about the specific issues encountered by customers. This information may include the nature of the failure, affected vehicle components, time and location of failure, customer feedback, and any relevant photographs or videos.
3. Field Failure Test Planning: Plan and conduct field failure tests to replicate the reported service concerns in real-world conditions. Work with the engineering and testing teams to design the tests accurately, considering the identified failure modes and potential root causes.
4. Test Execution: Conduct the field failure tests on the affected vehicles or components. Ensure that the tests are carried out in a controlled and consistent manner to generate reliable data.
5. Data Analysis: Analyze the results of the field failure tests to understand the behavior of the components or systems under investigation. Compare the test findings with the reported service concerns to validate the test’s effectiveness.
6. Root Cause Identification: Based on the field failure test analysis, work with the engineering team to identify the root causes of the service concerns. This may involve further testing, simulations, or in-depth analysis to determine the underlying issues.
7. Cross-Functional Collaboration: Involve cross-functional teams, including engineering, service, material handling, logistics, and manufacturing, to review the field failure test analysis results. Collaboratively discuss and interpret the data to gain insights into the root causes and potential solutions.
8. Integration into Service Concern Reports: Include the field failure test analysis findings in the service concern reports. This information should be presented in a clear, structured manner, detailing the test methodology, results, root cause analysis, and recommended corrective actions.
9. Communication Channels: Establish a process for sharing the service concern reports, including the field failure test analysis, with relevant stakeholders. This may involve regular meetings, presentations, or electronic documentation accessible to all concerned parties.
10. Corrective Action Implementation: Based on the identified root causes and recommendations from the field failure test analysis, implement appropriate corrective actions. Collaborate with the material handling and logistics departments if the analysis indicates any issues related to these areas.
11. Continuous Improvement: Monitor the effectiveness of the corrective actions and track improvements in the service concerns. If new concerns arise or changes are made to material handling or logistics processes based on the analysis, update the service concern reports accordingly.
12. Feedback to Customers: Provide feedback to customers about the field failure test analysis and the actions taken to address their service concerns. Transparently communicate the steps being taken to improve product quality and customer satisfaction.

By integrating field failure test analysis into service concerns, the organization can identify and address underlying issues effectively, leading to improved product quality, customer satisfaction, and continuous process improvement.