保时捷技术通报及案例研讨1warranty systems

1、Warranty Processing SystemsAgendaOverviewSystemsWWS Claim PageClaim Key DataCreating Claim DataWWS Claim Error PageOverviewAll new Porsche vehicles are covered by a 2 year unlimited world wide warranty (Including Grey Market Imports)Warranty can be extended for up to 10 years if all conditions are m

2、etWarranty does not cover misuse or abuse from the customerWarranty does not cover Modified parts or parts which could be affected by the modificationWarranty Repairs must only involve the affected components1 Fault 1 Claim Numerous different repairs must be separatedCampaigns can only be entered on

3、ceIt is your responsibility to complete claims within the scope of the warranty guidelinesIt is your responsibility to “tag” all warranty parts, and return to PAG when requested according to the Guidelines.Systems - WWS OnlineWWS Online is a “Mask” for IPAS, this means that WWS is a user friendly in

4、terface for entering and receiving information from IPAS.WWS Online effectively is IPAS!WWS Online Requires information from the following systems to create a valid warranty claim.PETPOSESPartsIf dealing with campaigns, the latest Technical Information must be used.Systems - POSESIn order for the Wa

5、rranty system to function, PAG needs to be able to recreate the exact fault with the vehicle.The codes created in POSES for your warranty claim gives PAG / IPAS system the following information Damage Number What part has failed?Damage Code What has happened to the part?Supplier Code Who made this p

6、art that failed?Repair Code What did you do to fix this fault?Time units How long did it take to repair the vehicle?Systems - PETThe system must know exactly what parts were used in the warranty repair.Exchange parts must always be used when available on warranty repairsIf a new part was used in a w

7、arranty repair, when an exchange part is available, you will be debited the price difference between the two.Systems - PartsParts is used exclusively to enter the price of the parts into WWS.Only the FOB price must be entered, this is the “Cost Price” from Germany.Other freight charges etc are facto

8、red into your final credit note as the Landing Cost Factor.The LCF is a fixed percentage of the parts price, this can only be changed by completing an application form and supplying to PAPParts is a “Mask” for SAP which is the main server in Germany containing part number and price information.IPAS

9、uses SAP to Check the following.Part number Is this a valid Porsche Number?Part number Is this number available as an exchange number?Part number Has this part number been used in a previous warranty repair?Systems - IPASIPAS is the main database for all Porsche Vehicles. This system contains inform

10、ation saved under the VIN such as;M and X - OptionsCountry specific equipmentVehicle Code InformationWarranty start and finish datesAll previous warranty claimsIPAS also contains Information on all Part Identifiers etc (All POSES codes) and has access to all Porsche part numbers.IPAS includes Inform

11、ation on Campaigns including parts/times/working codes which should be used.IPAS uses all of this information to check each claim, it is then cross-reference and checked against similar claims from around the world.This gives an average for the claim, which it needs to reach in order to be processed

12、 error free. IPASData base containsAll optionsAll codesAll warranty claimsOn all vehiclesSAPData base containsAll part numbersAll parts pricesFor all vehiclesWWSPOSES creates the codes which describe the faultPET gives the Porsche Part numbers used in the repairParts gives the FOB price information

13、(from SAP)Systems - ProcessAgendaOverviewSystemsWWS Claim PageClaim Key DataCreating Claim DataWWS Claim Error PageIPASWill log the claim numberunder the VIN numberfor cross reference checkingThe order number isthe “Job Card” numberwhich is given to the technicians for the repairNote All warranty re

14、pairs completed underthe same VIN on 1 day must have the sameorder numberVehicle DataIPAS Data base will cross reference checkVIN Does claim includeValid M-options, previousclaims etcVehicle DataIPASCross reference checkwith VIN.Is the mileage andDelivery date Correct?IPASChecks if the repairdate is

15、 less then30 Days from entry dateand also other claimsfor this VIN on thisdate Claim Key DataThis describes the typeof claim which you wouldlike to submitClaim DataIPAS compares with previous claims and cross references also checked againstworld wide averageIPASUses SAP to check if the part number i

16、s aknown Porsche part“PAG” will appearIf it is knownSAPData base containsAll part numbersAll parts pricesFor all vehiclesNote on part number spacingLanding Cost Factor will not be credited on parts which are not recognized by the system.Some part numbers contain a within the numberAll part numbers f

17、or nuts and bolts or “N” numbers contain 2 spaces.e.g N 90182873Is actually N 90182873Some Exchange part numbers contain 1 spacee.g 996100996 XIs actually 996100996 XNote on Part Number SpacingImportantThe “Cause” box mustonly be “ticked” onceFor the part whichcaused the problemIPASIf all IPAS cross

18、-referencechecks are OK EC 000occurs the claim is processed automaticallyError Code 000AgendaOverviewSystemsWWS Claim PageClaim Key DataCreating Claim DataWWS Claim Error PageClaim CategoriesClaim Categories1 Warranty should be used for standard new car warranty and POC claims,2 Goodwill after Catal

19、ogue should not be used3 Goodwill with authorization should not be used even with PAP goodwill approval.4 Goodwill inquiry should always be used when goodwill approval is given by PAP, this should be mentioned in the text section of the claim.Object CriteriaObject Criteria1 New Vehicle should be use

20、d for standard new car warranty claims, including claims using Exclusive parts, Paint / Body warranty (first 2 years)2 Spare Part should be used for parts fitted to the vehicle (not under warranty) which have failed. Tequipment parts warranty should use this also5 Paint can only be used for approved

21、 paint repairs for up to 1 year after New Car Warranty has lapsed7 Recall must only be used when completing campaigns i.e. Workshop and Recall CampaignsObject Criteria8 Spare/exchange part of stock must only be used when a part was taken directly from the spare parts department and found to be fault

22、y. Special Tools should also use this.9 Corrosion can only be used after approval from PAP for body corrosion repairs. 1 New Vehicle should be used for the first 2 yearsE Emission based part should be used when replacing such parts as catalytic converters. (O2 sensors should not use this)G Pre-owned vehicle when completing a warranty repair on a vehicle covered by POCRepair CodesRepair CodesSelf explainingSelf explainingSelf explainingSelf explainingExchange parts must be used when available for warranty repairs!Self explainin