Field failures analysis, Joint Quality Management in the Supply Chain Marketing and Service, 1st edition: July 2009

2

Field failure analysis process

2.1

Concept of the field failure analysis process

2.2

Test status and test strategy in the field failure analysis

2.3

Part Analysis

3

The NTF process

3.1

Triggering criteria

3.2

Procedure

3.3

Data collection and evaluation

3.4

System tests

3.5

Process study

3.6

Software

3.7

Communication / documentation

3.8

Concluding the NTF process

4

The problem-solving process

4.1

Problem analysis

4.2

The 8D-method

5

Planning the field failure analysis process

5.1

Test specification for the part analysis

5.1.1

Description of the test layout and configuration

5.1.2

Test characteristics with specified limits

5.1.3

Specifying and classifying the tests in standard test and tests under load

5.1.4

Change history

5.1.5

Test layouts and method employed

5.2

Planning and description of the NTF process

5.2.1

Guideline

5.2.2

Specifying the triggering criteria

5.3

Test documentation

5.4

Test / checking devices

5.5

Capacity planning

5.6

Readiness of the system, agreement and approval

5.7

Changes to test specifications / test steps

6

Key performance indicators

6.1

Key performance indicators required

6.1.1

Average part analysis period — t_Bef

6.1.2

Number of OK parts based on part analysis — a_io

6.1.3

Average return time — t_R

6.2

Recommended key performance indicators

6.2.1

Proportion of failures verified by standard tests — a_SP

6.2.2

Proportion of failures verified by tests under load — a_BP

6.2.3

Average shipping time — t_v

7

Continuous improvement process (CIP)

8

Random sampling strategy

9

Logistics

9.1

Responsibility for transport

9.2

Packing

9.3

Special processes

10

Interfaces and exchange of information

10.1

Data exchange in the field failure analysis process

10.2

Additional data and their interfaces

10.3

Reporting system

10.4

Contact personnel and responsibilities