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CQI-14, How To Perfom The Assesment

The document provides guidance on how to perform an assessment of an organization's warranty management process using a survey tool. The survey is divided into 5 sections that evaluate different aspects of warranty management. It recommends a process audit approach involving multiple personnel. The results will identify gaps requiring improvement actions. Top management should review results and include improvement actions in management reviews to support long-term planning.

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Jose Cepeda
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1K views4 pages

CQI-14, How To Perfom The Assesment

The document provides guidance on how to perform an assessment of an organization's warranty management process using a survey tool. The survey is divided into 5 sections that evaluate different aspects of warranty management. It recommends a process audit approach involving multiple personnel. The results will identify gaps requiring improvement actions. Top management should review results and include improvement actions in management reviews to support long-term planning.

Uploaded by

Jose Cepeda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
You are on page 1/ 4

How to Perform the Assessment

The Survey is organized into 5 major sections or categories:

1. OEM / Supplier Pre-Assessment


a. A preliminary gap analysis to be carried out to determine current state of warranty
management process
b. The basis for initial action plans

2. OEM / Supplier Senior Management Assessment


a. To assist Senior Management in understanding the requirements of the Warranty
management system and should include those with authority to make the fundamental
system changes
b. To support the training of resources
c. To facilitate the measures of effectiveness including the periodic review of the action
plan status

3. OEM Assessment
a. Carried out by the OEM on their warranty systems including the dealerships
b. Identifies gaps in warranty processes with regard to the consumer
c. Fosters the development of action plans to implement system changes as required

4. Supplier Assessment
a. Carried out by Suppliers to identify the presence of a warranty management process
b. Identify the resources required, training and system needs for implementation
c. Provide the necessary environment to support the improvements required

5. OEM Supplier Overall Effectiveness


a. A status report to determine how the system is meeting the goals set with the initial and
following assessment

A process audit approach is recommended for the assessment using various personnel and management to
perform the assessment which should include two or more individuals with relevant expertise in the
necessary areas.

The organizations top management and Subject Matter Experts should review the responses to the survey
and the results, as analysis of these results will identify the areas or gaps in the Warranty Management
Process and systems that require improvement actions.

Top management should include the results of the assessment and the respective improvement actions in
management reviews of the warranty system. Results of the reviews and improvement action should be
considered in long term business system improvement planning.

CQI-14 Consumer-Centric Warranty Management Page 1 of 4


How to get started:
1. Open a copy of the assessment tool located on the CD in the back of the CQI-14 manual.
a. This tool consists of the following tabs
i. How To Use
ii. Scoring
iii. OEM-Supplier Pre-Assessment
iv. OEM-Supplier Sr Mgmt Assessment
v. OEM Assessment
vi. Supplier Assessment
vii. OEM-Supp. Overall Effectiveness
2. Review the Scoring and Definitions in the Assessment Scoring Guide.
3. Select the appropriate assessment tab from the Assessment Tool spreadsheet
a. For the purpose of instruction we have selected the Supplier Assessment tab. The
usual progression would be to perform the OEM-Supplier Pre-Assessment, then the
OEM-Supplier Sr Mgmt Assessment, then the appropriate detail assessment either OEM
or Supplier, finishing up with the OEM-Supp. Overall Effectiveness assessment.
4. The first section of the assessment refers to Phase 1. Establishing the Baseline, Introduction to
Warranty in the CQI-14 Manual.
5. Question 1. The Organization has a defined Warranty Process.
6. In the Applicable Manual Section Column Phase 1 is identified as the section to refer to.
7. In Phase 1 there is a diagram that illustrates the elements of an ideal warranty management
process (fig ) and the Phase defines clearly the content of such a system.
8. Read Phase 1 and then conduct a review of the organization, to determine if such elements exist,
in the form of procedures, i.e. a warranty manual etc.
9. Document the findings, making reference to the documents/manuals by name and where such
evidence is to be found, i.e. e- files, procedures, management reviews, reports etc.
10. Question 1 is an example of a Yes (5) or No (0) answer question.
a. If the system or process does not exist, in any form, then the Score is 0.
b. If a robust system or process exists with sufficient documentation, is being consistently
applied over time, is linked to management measurements and demonstrates continuous
measurable improvement and is reported to the senior management team, the Score is
5.
11. Question 4, is an example of using the Scoring Method. Here, different levels of application of
the system or process may exist which will require review by the team and rated accordingly.
a. Never (0)
b. Very Rarely (1)
c. Sometimes (2)
d. Often (3)
e. Usually (4)
f. Almost Always (5)
12. Complete all relevant tabs in the assessment tool and develop action plans with timing for
improvements where necessary.
13. Review the Scoring tab Assessment Tool Scoring Summary For Consumer-Centric Warranty
Management Assessment to see the results of the individual sections of the assessment.
a. Please note that each section of the assessment is automatically tabulated and displayed
in a summary format in the Scoring tab of the Assessment Tool.
CQI-14 Consumer-Centric Warranty Management Page 2 of 4
Assessment Formats:
The OEM / Supplier Pre-Assessment is formatted differently from the other assessments contained in the
tool.

3 4 5 6 7

1. The title of the assessment


2. The Phase associated with the section of questions
3. The question numbers start with P indicating Pre-Assessment
4. Circumstance or Condition lists the question
5. Applicable Manual Section refers to the section of the CQI-14 manual where additional
information may be obtained
6. Finding/Observation is user input and there area where information from the actual review is
recorded
7. Score 0-5 shows that all questions are scored as Yes (5), No (0). The value is manually entered
into the cell

CQI-14 Consumer-Centric Warranty Management Page 3 of 4


The remainder of the assessments contained in the Assessment Tool have the same format.

3 4 5 6 7 8 9
1. The title of the assessment
2. The Phase associated with the section of questions
3. The question number
4. Circumstance or Condition lists the question
5. Applicable Manual Section refers to the section of the CQI-14 manual where additional
information may be obtained
6. Recommended Evidence / Indicator provides guidelines for the type of information required to
document the answer
7. Evidence / Indicator Provided is user input and there area where information from the actual
review is recorded including the names of documents reviewed
8. Score 0-5 is where the score for the individual question is recorded
9. Scoring Guideline indicates which scoring method should be used to score the question either
Yes / No or Scoring Method Table

10 11 12

10. Organizations Action Plan is the area to record actions to improve the score.

11. Time to Completion is where the date or number of days is entered when the organization
expects to complete the improvement action

12. Prior Score is where the user enters the previous assessment results when performing a
reassessment. This can occur either immediately after implementation but the recommended
timeframe for reassessment is annually.

CQI-14 Consumer-Centric Warranty Management Page 4 of 4

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