1、Supplier Training Week 供应 商培训周 Warranty Management Training 供应商索 赔 管理培训 Purchasing and Supplier Quality Operations - Warranty April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations 2 April 10, 2015 Supplier Associated Warranty Reduction Program (SAWRP) Supplier Quality-W
2、arranty Purchasing and Supplier Quality Operations 3 April 10, 2015 Supplier Associated Warranty Reduction Program 与供应商相关联的索赔降低计划 (SAWRP) April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations Supplier Associated Warranty Reduction Program (SAWRP) 4 Warranty is assigned
3、to a supplier regardless of responsibility 售后 索 赔被 指 定给供应商 ， 不会考虑供应商是否有责任 。 Associated warranty is assigned to the supplier at a Supplier Manufacturing Location Code (SMLC), Local Commodity Code (LCC) level 与供应商关联的售后 索赔 将根据供应商制造地点代码 ， 本地产品代码指定给供应商 。 FCA US warranty data is made available to the supp
4、liers: FCA 美国的售后 索赔 数据通过以下系统向供应商开放 ： Warranty Information System (WIS) 售后 索赔 信息系统 Early Warranty Tracking (EWT) 早期售后 索赔 跟踪 Quality Narrative Analyzer (QNA) 质量事故分析 Global Claims System (GCS) 全球投诉系统 Parts Return Analysis System (PRAS) 零件返回分析系统 April 10, 2015 Supplier Quality-Warranty Purchasing and Su
5、pplier Quality Operations Supplier Associated Warranty Reduction Program (SAWRP) 5 Benefits 好处 Aligns External Balanced Score Card (EBSC) Warranty Score with actual warranty conditions per 1000 vehicles (C/1000) performance 索 赔状况 C/1000与 EBSC是相互一致的 。 Shows differentiation between suppliers within a
6、commodity to improve supplier sourcing 体现出同一产品类别 ， 不同供应商之间的差异 ， 用以在供应商定点时选择最佳供应商 。 Creates a competitive environment within the commodity 在同一产品类别内创 建 一 个 互 相追赶的氛围 April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations SAWRP Description 概述 6 Program establishes target usi
7、ng a corporate improvement rate over the best performance of the prior 2 model years within a commodity. 目标设立： 对同一产品类别，过去两年最好的 绩 效，再加上公司要求的提高率 If the C/1000 measure at 15 Months in Service (MIS) is above the target line, the supplier will share in the warranty cost, if the measure is below the targe
8、t line, the supplier will share in the savings. 如果 15个月的 C/1000结果超出目标，供应商将会分摊一半的索赔费用。反之，如果低于目标，供应商也将共同分享由此所带来的收益。 April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations Expected supplier actions 供应商应该怎么做 Familiarize your company with the Supplier Associated Warranty Redu
9、ction Program (SAWRP) 让 你的公司熟悉与供应商相关联的索赔降低计划（ SAWRP） Implement a CQI-14 compliant process (TS 16949) FCA US Customer Specific Requirement, see for CQI-14 manual) 实施符合 CQI-14的流程（ TS 16949 克莱斯勒顾客特殊要求，见 中的 CQI-14 手册） Review available warranty data from the following sources: 通过以下 资 源来查看售后 索赔 数据： - Wa
10、rranty Information System (WIS) monthly 售后 索赔 信息系统 -每月 - Early Warranty Tracking (EWT) daily 早期售后 索赔 跟踪 -每日 - Quality Narrative Analyzer (QNA) a s required 质量事故分析 -根据需要 - Global Claims System (GCS) as required 全球投诉系统 -根据需要 - Dealer phone calls as required 致电经销商 -根据需要 7 April 10, 2015 Supplier Qualit
11、y-Warranty Purchasing and Supplier Quality Operations Expected supplier actions 供应商应该怎么做 Visit the Parts Return Center regularly, obtain returned parts for analysis and respond to requests from Quality Engineering Center (QEC) Warranty Specialists 定期拜访零件返回中心，获得返回件并根据质量工程中心的售后专家的要求进行分析反馈 Pursue resol
12、ution of “Trouble-Not-Found” issues (see CQI-14 NTF tool) 持续追踪 “未找到问题 ”的投诉（见 CQI-14 NTF工具 ） Facilitate Lessons Learned sharing with FCA Group and supplier teams for new design continuous improvement 为了以后新的设计的持续改进，组织克莱斯勒及供应商团队间的经验教训的分 享 8 April 10, 2015 Supplier Quality-Warranty Purchasing and Suppli
13、er Quality Operations Major Exceptions 主要的例外情况 Recalls 召回 Recovery will be managed using FCA US case-based methodology 针对不同情况，克莱斯勒会采取相应的方法进行管理和召回。 Customer Satisfaction Notifications (CSNs) 顾 客满意度通知 Rapid Response Transmittals (RRTs) 快 速 反 应系统 Requires a manual recalculation of suppliers warranty 需要
14、手动地重新计算供应商的索 赔 Contractual agreements 合同约定 Current agreements remain in place and supersede this program 已签订的协议仍然有效，如果和本计划冲突，以签订的协议为准。 Specific Warranty Exemptions 特定的例外情况 Please reference LCC exemption file located on the Supplier Warranty Management website via eSupplierConnect 请参考本地产品代码（ LCC）豁免文件
15、，位于 eSupplierConnec 中的供应商售后 索赔 管理中。 All suppliers with measurable warranty will be scored for warranty in EBSC 所 有具备可衡量索赔的供应商，都将会在 EBSC中看到索赔（ warranty）的分数。 9 April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations General Terms & Conditions for POs Issued AFTER September
16、2010 8. GENERAL WARRANTY. (a) Seller warrants that the goods or services will (i) comply with all performance standards and product characteristics, including without limitation specifications, drawings, descriptions or samples, furnished and/or specified by Chrysler, (ii) be merchantable, and (iii)
17、 be free from defects in material and workmanship. Seller further warrants that to the extent that Seller designs any goods, or Chrysler relies on Sellers expertise in any aspect of the design of the goods communicated by Seller to Chrysler, those goods will be fit and sufficient for the purposes in
18、tended. The warranty term will be coterminous with the warranty extended to Chryslers customers by Chrysler on the date of the Order, or any other date agreed upon by Chrysler and Seller in the Order (except to the extent, prior to the commencement of initial volume production in connection with the
19、 applicable Request for Proposal, that Chrysler and Seller agree that the goods must meet quality or durability requirements for a longer term, in which case the warranty term will be such longer term). (b) Sellers liability for Chryslers expense of reimbursing warranty claims made by Chryslers deal
20、ers due to Sellers breach of Clause 8(a) hereof or any warranties implied by law or otherwise made by Seller shall be determined in accordance with the Supplier Associated Warranty Reduction Program Policies and Procedures or any successor program or policies as published on Chryslers website (as re
21、ferenced in Clause 1 hereof) on the date of the Order or on the date of any amendment to the Order. (c) Seller further warrants that Chrysler will receive good title upon delivery of goods, services, Tooling, fixtures, or equipment under this Order, free and clear of all liens and encumbrances and t
22、hat all goods, services, Tooling, fixtures, or equipment will be free from any actual or claimed patent, copyright or trademark infringement. (d) These warranties are in addition to any warranties implied by law or otherwise made by Seller and will survive acceptance and payment by Chrysler. 10 Apri
23、l 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations 2010年 9月以后发出 的采 购订单中规定的通用条款和条件 11 8. GENERAL WARRANTY. (a) Seller warrants that the goods or services will (i) comply with all performance standards and product characteristics, including without limitation specification
24、s, drawings, descriptions or samples, furnished and/or specified by Chrysler, (ii) be merchantable, and (iii) be free from defects in material and workmanship. Seller further warrants that to the extent that Seller designs any goods, or Chrysler relies on Sellers expertise in any aspect of the desig
25、n of the goods communicated by Seller to Chrysler, those goods will be fit and sufficient for the purposes intended. The warranty term will be coterminous with the warranty extended to Chryslers customers by Chrysler on the date of the Order, or any other date agreed upon by Chrysler and Seller in t
26、he Order (except to the extent, prior to the commencement of initial volume production in connection with the applicable Request for Proposal, that Chrysler and Seller agree that the goods must meet quality or durability requirements for a longer term, in which case the warranty term will be such lo
27、nger term). (b) Sellers liability for Chryslers expense of reimbursing warranty claims made by Chryslers dealers due to Sellers breach of Clause 8(a) hereof or any warranties implied by law or otherwise made by Seller shall be determined in accordance with the Supplier Associated Warranty Reduction
28、Program Policies and Procedures or any successor program or policies as published on Chryslers website (as referenced in Clause 1 hereof) on the date of the Order or on the date of any amendment to the Order. (c) Seller further warrants that Chrysler will receive good title upon delivery of goods, s
29、ervices, Tooling, fixtures, or equipment under this Order, free and clear of all liens and encumbrances and that all goods, services, Tooling, fixtures, or equipment will be free from any actual or claimed patent, copyright or trademark infringement. (d) These warranties are in addition to any warra
30、nties implied by law or otherwise made by Seller and will survive acceptance and payment by Chrysler. April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations General Terms & Conditions Clause Addition for POs Issued PRIOR to September 2010 “Emphasis Added” (b) For all par
31、ts purchased for 2011 Model Year product & forward, the Sellers liability for Chryslers expense of reimbursing warranty claims made by Chryslers dealers due to Sellers breach of Clause 8(a) hereof or any warranties implied by law or otherwise made by Seller shall be determined in accordance with the
32、 Supplier Associated Warranty Reduction Program Policies and Procedures or any successor program or policies as published on Chryslers website (accessed through Chryslers Supplier Portal). Note: “(b)” is the replacement for section (b) of the currently published GT&C “(a)” refers to section (a) of t
33、he as published GT&C See previous slide for published GT&Cs 12 April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations 2010年 9月 以前发 出的采购订单中规定的通用条款和条件 13 (b) For all parts purchased for 2011 Model Year product & forward, the Sellers liability for Chryslers expense of reimb
34、ursing warranty claims made by Chryslers dealers due to Sellers breach of Clause 8(a) hereof or any warranties implied by law or otherwise made by Seller shall be determined in accordance with the Supplier Associated Warranty Reduction Program Policies and Procedures or any successor program or poli
35、cies as published on Chryslers website (accessed through Chryslers Supplier Portal). Note: “(b)” is the replacement for section (b) of the currently published GT&C “(a)” refers to section (a) of the as published GT&C See previous slide for published GT&Cs April 10, 2015 Supplier Quality-Warranty Pur
36、chasing and Supplier Quality Operations Warranty Information System (WIS) Parameters 14 Select C/1000 after setting parameters April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations 售 后索赔信息系统（ WIS） 15 在设定了参数 之后选择 C/1000 April 10, 2015 Supplier Quality-Warranty Purchasing
37、 and Supplier Quality Operations C/1000 报告 16 Current C/10002 ndPrior Comp1 stPrior CompBest of 2 priors, establishes baseline warranty 12345Z 99AZ Example LCC (99AZ) April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations Model Year Month SMLC LCC Current C/1000 2014MY C
38、omp 2013MY Comp Best of the Prior two Comps Average of the Best of the prior two Comps Improvement factor Target EBSC Score 2015 12 Supplier 1 99XX 0.2703 0.125 0.2907 0.125 0.0964 20% 0.0771 16% 2015 12 Supplier 2 99XX 0.1476 0.1681 0.1875 0.1681 0.0964 20% 0.0771 70% 2015 12 Supplier 3 99XX 0.1492
39、 0.1272 0.1328 0.1272 0.0964 20% 0.0771 69% 2015 12 Supplier 4 99XX 0.1176 0.164 0.1716 0.164 0.0964 20% 0.0771 82% 2015 12 Supplier 5 99XX 0.0395 0.046 0.1237 0.046 0.0964 20% 0.0771 100% 2015 12 Supplier 6 99XX 0.0896 0.0964 20% 0.0771 95% 2015 12 Supplier 7 99XX 0.0335 0.0964 20% 0.0771 100% 2015
40、 12 Supplier 8 99XX 0.0397 0.0876 0.1322 0.0876 0.0964 20% 0.0771 100% 2015 12 Supplier 9 99XX 0.0916 0.0487 0.0082 0.0082 0.0964 20% 0.0771 94% 2015 12 Supplier 10 99XX 0.1321 0.1997 0.045 0.045 0.0964 20% 0.0771 76% 2015 12 Supplier 11 99XX 0.2122 0.2454 0.2004 0.2004 0.0964 20% 0.0771 42% FCA Tar
41、get-Setting Methodology 17 1. Establish the Local Commodity Code (LCC) set of suppliers Some LCCs will be grouped into competitive sets 2. Determine the Best of the Prior two years Comps for each supplier 3. Average the Best of the Prior two years Comps (removing the highest) 4. Apply the Improvemen
42、t Factor to calculate the target for the LCC 5. Calculate the EBSC Warranty Score (proximity to target) = (target - the actual C/1000) / 3 X Target) + 1 - (deductions) April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations Model Year Month SMLC LCC Current C/1000 2014MY
43、Comp 2013MY Comp Best of the Prior two Comps Average of the Best of the prior two Comps Improvement factor Target EBSC Score 2015 12 Supplier 1 99XX 0.2703 0.125 0.2907 0.125 0.0964 20% 0.0771 16% 2015 12 Supplier 2 99XX 0.1476 0.1681 0.1875 0.1681 0.0964 20% 0.0771 70% 2015 12 Supplier 3 99XX 0.149
44、2 0.1272 0.1328 0.1272 0.0964 20% 0.0771 69% 2015 12 Supplier 4 99XX 0.1176 0.164 0.1716 0.164 0.0964 20% 0.0771 82% 2015 12 Supplier 5 99XX 0.0395 0.046 0.1237 0.046 0.0964 20% 0.0771 100% 2015 12 Supplier 6 99XX 0.0896 0.0964 20% 0.0771 95% 2015 12 Supplier 7 99XX 0.0335 0.0964 20% 0.0771 100% 201
45、5 12 Supplier 8 99XX 0.0397 0.0876 0.1322 0.0876 0.0964 20% 0.0771 100% 2015 12 Supplier 9 99XX 0.0916 0.0487 0.0082 0.0082 0.0964 20% 0.0771 94% 2015 12 Supplier 10 99XX 0.1321 0.1997 0.045 0.045 0.0964 20% 0.0771 76% 2015 12 Supplier 11 99XX 0.2122 0.2454 0.2004 0.2004 0.0964 20% 0.0771 42% FCA 目标
46、设定方法 18 1. 建 立供应商的本地产品 代 码组 (LCC local commodity code set) 不 同的 LCC代码可能会并入一组 2. 确定每个供应商过去两年最好的绩效 Comps 3. 取产品代码组内所有供应商过 去两年最好的 绩 效的平均值（去掉最高值） 4. 考 虑到公司级别的 改进因子（改善比率）来计算 本 地产品代码（ LCC） 目标 5. 计算 EBSC Warranty分数（ 与 目标的接近程度） = (目标 实际 C/1000) / 3 X 目标 ) + 1 - (扣分点 ) April 10, 2015 Supplier Quality-Warrant
47、y Purchasing and Supplier Quality Operations Appeal Guidelines 19 Appeal submissions are to be sent to the SQ Warranty mailbox at All submissions must include: - Supplier Manufacturing Location Code (SMLC) - Local Commodity Code (LCC) - Details to the reason for appeal and supporting data - Expecte
48、d outcome or results of the appeal Removal of an SMLC/LCC combination from SAWRP will result in the combination being sent to the Warranty Recovery Group for manual, case based recovery processing. April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations 申诉指南 20 申诉申请需要通过供应
49、商质量售后索赔 Warranty 邮箱 来递交。 所有的申诉必须包含： - 供应商制造地代码（ SMLC） - 本地产品代码（ LCC） - 具体申诉原因及相关证据 - 期望的申诉结果 如果索赔被从索赔降低计划（ SAWRP）中移除，那么索赔费用处理小组将 不得不手动开启一个专门的档案来处理该索赔。 April 10, 2015 Supplier Quality-Warranty Purchasing and Supplier Quality Operations Target Appeals Suppliers may appeal Targets to address special circumstances such as: - Warranty Information System constraints - Late LCC reassignments - Product maturity -
