Category: 2022 Members Club Study

Open to all OEM & TIER 1 Supplier MAPconnected Members! Come prepared to share best practices that help improve collaboration to get to root cause and corrective action sooner in the parts return process.

Potential Discussion Topics:

• Receiving warranty returns:
  • Should parts be sent directly to supplier or to OEM first?
  • Should suppliers be made aware of each part that is received or wait until 25 parts are received?  Does the OEM perform any prescreening of warranty returns before informing supplier parts have been returned?
  • What works better for emerging issue identification? First 25 part sample or ongoing part sampling from dealers?
• Initial testing
  • What type of bench testing can/should be done at OEM with or without Supplier participation?
  • Should supplier make test equipment available to OEM so testing can be done at OEM site?
• Data
  • What type of information should be made available from the OEM to OEM AND Supplier at initial testing?
    • Warranty claim info
    • Vehicle history
    • Vehicle build date and location
    • r/1000 on this concern
    • Is there an open concern on this issue?
    • Telematics data
    • Diagnostic Trouble Codes (DTCs) found at time of service for electronic componentry and/or engine systems?
  • What information should be made available from the Supplier to the OEM and Supplier at initial testing?
    • Part build date and location
    • Open issues on this concern
    • R/1000 on this concern
    • Any like issues from other OEMs
  • How can we improve the process?
    • Where are test results stored?
    • Supplier and OEM collaboration within the same system
    • Use of photos
    • Ability for OEM and Supplier to interact with dealer technician AT THE TIME of vehicle repair for high cost warranty items?
  • Discussion on the use of Photos
    • Can it replace physical part return or just supplement physical part return
    • When will photos work / won’t work
    • Should OEMs enable video conferencing for suppliers in other regions to join and see review live?

[weforms id=”4374″]

Open to all OEM & TIER 1 MAPconnected Members! Join us to discuss best in class tools & strategies for:

Register Here

Warranty Data Collection for Claims Reporting

• Do you have an enterprise-wide data storage and retrieval system that supports your warranty claim data?
• In addition to claim data, what other data do you link to the warranty claim?
  • Diagnostic session file data (DTCs, PID) | Telematic data | Returned parts | Tech Hotline | CRM data | Other?
• Do you have corporate dashboards?
  • Canned reports? What kinds and key metrics?
  • Ad hoc reporting capabilities?
• Do you make data available to your dealers via a web portal or warranty dashboard?
  • Canned reports? What key metrics?
  • Ad hoc reporting capabilities?
• Pictures – If you request and store pictures, how do you link the pictures to the warranty claim?
• When reporting to dealers for your KPIs, what time period do you use?
  • One month
  • Rolling 3 months

Join us to discuss: Automated claims processing rules & best in class processes 11:00 – 12:00pm ET.  Open to all OEM & TIER 1 MAPconnected Members!

To be discussed:

1. What percentage of claims do you manually review versus auto/system review and pay?
2. How do you determine, or how does your system determine when a claim should go to manual assessing?
3. How does your system determine “outliers”, or high risk claims?
4. What is your most effective system rule or edit for helping to control warranty costs and identifying improper claiming?
5. Do you utilize any type of a risk score (like a Fico score for credit) for each claim?  How?
6. Does your system compare each claim/repair to an “average cost per repair” for like vehicles?
7. Do you link your claim payment system to session file reports, DTC data, or telematics data for automatic processing?  How and in what ways?
8. Most systems have “Claim Types”, but do you use repair templates which would auto-populate the claim with the proper bill of materials based on the vehicle?
   1. What advantages do you offer the dealer for using the appropriate template?
   2. How do you ensure that the appropriate parts were actually used?