What happens when an engine replaced under warranty arrives at the Warranty Parts Center (WPC)? A new video available on Global Connect takes an inside look at the engine teardown process at the WPC and how the feedback from technicians is used to help determine the root cause of an issue.
Select the image below to go to Global Connect and view the video (sign in required). (Fig. 20)
Fig. 20
The key findings from parts analysis at the WPC can help in developing quick solutions to product concerns at dealerships. The information gathered from the teardowns also provides valuable insight into how to enhance Service Information and Strategy-Based Diagnostics in order to help technicians with the diagnostic process and prevent unnecessary parts replacements, reduce downtime and improve overall vehicle quality. (Fig. 21)
Fig. 21
The Importance of the Three Cs
Repair order, or job card, information is critical to analyzing product issues. The more details that are provided about the condition, cause and correction, the better the results. Documentation should include detailed information about the customer concern as well as all technician comments regarding the root cause of failure with document ID numbers, test results, diagnostic trouble codes, TAC case number, assembly serial numbers, measurements, and other data. In addition, details should be provided on any characteristics or symptoms of the fault along with operating conditions that were observed when the fault occurred, such as: scan tool data snapshot information, weather, temperature and altitude.
WPC Returns
The WPC requests the return of specific parts replaced at dealerships through the Global Warranty Management (GWM) system to better understand and help resolve product issues quickly. Returned parts are analyzed by Brand Quality, Engineering, Suppliers, Production Plant, Assembly Plant and Quality Management personnel to help identify the issue, determine the root cause, and implement a correction.
Refer to Bulletins #99-00-89-019 and #24-NA-040 for more information on shipping parts to the WPC.
– Thanks to Matt Gager
