Optimisation of the Defect Elimination Process:

• Build up effective customer complaint management (factory incident, field problem)
  
• Reorganisation to achieve excellent customer satisfaction
  
• OEM<>customer communications platform development, complaint tracking,
  effective implementation of elimination measures
  
• Definition / further development of key figures reflecting customer satisfaction as a key element of management reviews
  
• Organisational restructuring for optimal support of "field complaints" (field analysis, warranty cost reduction,
  improvement of customer satisfaction)
  
• Introduction of Key Performance Indicators (KPI) for the after sales area
  
• Initiation/optimisation hotline and call centres for technical support
  
• Manufacturing strategy for spare parts after end of production (EOP)
  
• Optimisation of logistics concepts in spare parts business
  
• Development of innovative service features
  
• Optimisation of the process for suppliers' development/recourse responsibility
  
• Organisation of an OEM warranty centre for suppliers

Support/control of the Defect Elimination Process:

• Support of product recalls
  
• Analysis of customer complaints at dealers / customers
  
• Tracking of elimination measures (effectiveness, also at 1st/2nd tier suppliers)
  
• Employee training (e.g. to improve customer satisfaction, change managment, ...)
  
• Support in the analysis/definition of responsibility for field problems (supplier/OEM)
  
• Support in the accquisition of field scrap parts
  
• Support with the verification of dealers' claims for warranty / goodwill