CQI – 14 Warranty

• Summary for audit trails

• Consumer-Centric Warranty Management
• Purpose: to drive customer satisfaction,
reduce warranty incidents, costs, mitigate
risks , & strengthen public trust in the
auto industry.

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Annual Self Assessment
• As required by customer specific
requirements
• Chrysler has released latest CSR
June 2010 requiring CQI -14
• Provides uniform warranty &
assessment system
Process

CQI-14 identifies an 8 Phase Process :

1. Establish baseline
2. Consumer Event & Dealership Activities
3. Proactive Prevention
4. APQP Lessons Learned
5. Containing Warranty Issues
6. Preventing Future Warranty Events
7. Continuous Improvement
8. Annual Assessment
Audit Trails
• Ask to see if client has latest CQI 14 document.
– If not, and if it is applied by a customer, issue an NC.
– If they do, audit to their effective implementation.
• Check for Annual assessment of CQI 14
(records must be accessible, including
corrective actions to deficiencies- low scores)
• Review and timely implementation of CQI-14
as required by Customer Specific Requirements
• Senior Management Involvement & process
owners established / metrics
Audit Trails

• Yearly improvement targets & prioritization

• Tracking of warranty data & trends
• Implements Continuous Improvement Activities
based on improvement targets
• Regular reviews & detection of emerging field
issues
• Rapid verification of warranty claims especially
for safety critical parts and recalls
• Follow up with dealership technicians for
additional claim data
Audit trails

• An established warranty lessons learned data

base.
• Lessons learned for future programs
• Periodic agreed upon improvement projects
with partner organizations, suppliers, etc.
• Mistake proofing , DFMEA, PFMEA, control
plan updates and effective implementation
• Inputs & outputs of warranty data for product &
process design process
Audit trails

• Audit the warranty process for effective

implementation
• Training for those involved in warranty analysis
• Calibration of test / measurement equipment
used in failure analysis of returned parts
• 8D , 7D follow up and closed loop process
Audit trails

• Monitoring of early warning systems , such as

automatic data thresh-hold triggers.
• TREAD Act reports and reporting requirements
for defective / suspect products for safety items
• Supply chain activities, corrective action may
apply to sub-tiers
• Analysis tool for “ no trouble found “ data
• Update of repair , technical service bulletins,
diagnostics , & service kits
Audit trails

• Correlation of DVP& R results with actual field

performance data including warranty
investigation results to verify correct failure
modes are being evaluated.
• Check for reduction in warranty trends , &
effective implementation of CQI 14
Thanks

• If you discover findings, document and issue

appropriate nonconformities in your audit
reports.
• We appreciate your efforts to prevent defects &
reduce waste in the automotive supply chain.
• Record this review as training in your ADP
log for continuing education .
• We will keep you informed of any other
updates to CQI-14. Latest is version 2