Audi After-sale Information Analysis And Quality Improvement Based On MOP/MIS

As we all know, Chinese automotive industry have achieved a remarkable development during the past few years. The sales and production have kept the first place for several years. As the AQSIQ of Chinese Government enhance the monitoring of the market and consumers take more attention about the quality of vehicle, the after-sale complains is being regard as top concern by all the automotive company.This article attempts to summarize the process and experience of Audi after sales complain data analysis, and offer an analysis and solve method for after sale quality problems. With the method, the collection, processing and analysis of after-sale data can provide the basis of problem identification and analysis, and also can test the effect of the measure, die improve the quality, accelerate analysis process, reduce warranty cost, improve consumer’s experience and at last make benefit for enterprises.The article discusses about the collection and processing progress of the after-sale information, including relative department, dealing method and coding. For the processing method, this article focuses on MOP/MIS data analysis(MOP-Month of Production, MIS-Month in Service), die can combine the production information, sale information and after-sale information for the synthetic data analysis, as the form as failure rate. To avoid statistical bias due to the logistics, transportation and other reasons, the concept of the sampling and offset is introduced here, which means, only the selected data should be calculated, in the meanwhile the non-selected data should be abandoned. MOP/MIS curve can be made by the calculated failure rate, in order to demonstrate quality fluctuations of the survey time range.The article applies the data processing method(MOP/MIS curve) to actual problem, and attempts to establish contact between theory and practice, which is correspondence between curve type and after-sale problem type. On the other hand, the Tendency of the curve can be also regard as the basis of prediction of the risk and evaluating measure effect.In this article, MOP/MIS method is used during the analysis of horns and wheel bearing problem, which lead to good effect. It proves that MOP/MIS analysis method, which is suitable for Chinese market, can be widely used by automotive industry.