WO2000030011A1

WO2000030011A1 - Method and system for returned-material control

Info

Publication number: WO2000030011A1
Application number: PCT/US1999/027146
Authority: WO
Inventors: David John Mester; Robert Ralph Fogoros
Original assignee: Detroit Diesel Corporation
Priority date: 1998-11-16
Filing date: 1999-11-16
Publication date: 2000-05-25
Also published as: AU1820300A; EP1133743A1; PE20001250A1; KR20010080361A; JP2002530753A; BR9915362A; CA2348582A1

Abstract

A system for returned-material control includes a computer (30, 32, or 34) suitably programmed to provide a ledger (24) including an interface for facilitating input of selected data associated with returned-material, a technical report manager (26) including an interface for providing the technical engineer with access to selected data associated with returned-material, and a returned-material project manager (28) including an interface for providing management personnel with access to returned-material project data, including individual project status information, claim disposition information, and part failure data. The technical report manager (26) preferably includes a report assembler which aids the engineer in generating a standard format analysis report relating to the returned-material.

Description

METHOD AND SYSTEM FOR RETURNED-MATERIAL CONTROL

TECHNICAL FIELD

This invention relates to a system and method for managing suspected product defect claims and/or inquiries relating to parts returned by a distributor, dealer, or customer to a manufacturer for consideration.

BACKGROUND ART

Facilitation and management of claims and inquiries facilitated with materials submitted by a customer to a manufacturer. Detroit Diesel Corporation, the assignee of the present invention, continuously receives materials, including failed electronic components, mechanical components, and other materials associated with the customers' operation of products, such as diesel fuel, and other alternate fuel, powered engines. As used herein, "returned-materials" means the above- discussed components, as well as other parts, sub-assemblies of parts, and/or other materials associated with the manufacturer's product. Thus, reference hereinafter to returned-materials shall be understood to include, in the case of diesel engines, the entire diesel engine, a sub-assembly of components of the diesel engine, a single component of the diesel engine, a piece of a single component of the engine, or other constituent materials associated with the engine such as oil, water, other lubricants and/or fluids utilized in operating the engine.

For example, a damaged or failed part may be returned by a customer along with a warranty claim. The logistics associated with handling the returned- materials, analyzing the materials to determine the possible cause of the failure, tracing the original source of the material (i.e., the supplier to the manufacturer), and informing the customer of the status of the manufacturers analysis and/or the disposition of the customers warranty claim, provides a logistical challenge. Returned-materials arrive daily at the loading dock. Some of the materials are returned by the customer, some of the materials are returned by the original equipment manufacturer's distributors, dealers, and/or customer service representatives. The returned materials may or may not include paperwork which cross references the returned materials to warranty claims simultaneously being made by the customer. In addition, the materials may be returned to the loading dock or to the specific attention of other technical engineers and/or customer representatives at the manufacturer. Thus, the task of inputting and managing the information associated with returned materials, as well as monitoring the location of the materials is substantial.

Once received, any claims and/or inquiries associated with the returned materials have typically then been forwarded to a technical engineer responsible for reviewing the claim or inquiry and the returned material, and, when necessary, analyzing the material, and reporting the results of the review and analysis to the customer.

If a warranty claim is submitted in connection with returned material, that warranty claim may be processed independently of the technical engineer's review, or the disposition of the warranty claim may be dependent upon the technical engineer's report. Thus, in many instances, different departments within the manufacturer simultaneously respond to a customer's returned material and warranty claim. There is therefore a need to coordinate and monitor the actions of all departments who are involved with a particular returned-material and/or claim.

Each technical engineer, and/or warranty claim manager may have a plurality of returned-material inquiries/claims in process at any given time. These claims may be prioritized in a multitude of ways. For example, some parts may be returned without information adequate for the manufacturer to process the customers claim or inquiry. In that case, there is a need to correspond with the customer to obtain further information, and further action may be held in abeyance until the information is supplied. Other factors, such as the type of material returned, the magnitude of the claim, or the nature of the failure may dictate what actions are required, and the nature and speed of the manufacturers response. In the case of a manufacturer such as Detroit Diesel, there are typically several technical engineers each charged with responding to a subset of the many returned-material inquiries, and several claims managers similarly processing a subset of the associated claims. Thus, there is a need to provide instant communication between different departments as to the status and length of pendency of a particular returned-material inquiry . There is also a need to be able to obtain information regarding the status of all pending returned-material inquiries, as well as the age of these inquiries, in order to effectively manage the disposition of the inquiries, and the disposition of the associated warranty claims.

DISCLOSURE OF INVENTION

An object of the present invention is to provide a returned-material management system which facilitates efficient input of information associated with returned-material and any related customer inquiry or warranty claim.

It is another object of the present invention to provide a returned-parts management system which facilitates the quick, coordinated receipt of case data by a technical engineer to aid the engineer in reviewing, analyzing, and reporting the results of his/her review and analysis, in connection with a returned-material inquiry.

It is yet another object of the present invention to provide a returned- material management system which provides returned-material project data, age, and project status, so that the individual productivity of technical engineers can be monitored.

It is yet another object of the present invention to provide a returned- material management system which provides returned-material project data, age, and project status, of all pending claims so they can be monitored.

It is yet another object of the present invention to provide a returned- material management system which provides returned-material project data, age, and project status, so that frequency of claims by part, and particularly, by part number, can be monitored. It is yet another object of the present invention to provide a returned- material management system which provides returned-material project data, age, and project status, so that the disposition of warranty claims associated with returned- materials can be monitored.

In carrying out the above and other objects, the system of this invention includes at least one computer suitably programmed to provide a ledger including an interface for facilitating input of selected data associated with returned- material, a technical report manager including an interface for providing the technical engineer with access to selected data associated with returned-material, and a returned-material project manager including an interface for providing management personnel with access to returned-material project data, including individual project status information (such as the engineer's project cycle time), claim disposition information (such as financial data relating to claim amounts approved and denied) , and part failure data (such as part failure frequency).

In one embodiment, the ledger includes a correspondence generator which provides the user with the capability of creating and sending correspondence (such as facsimiles, electronic mail, etc.) to the customer or distributor submitting the returned-materials, to advise the customer or distributor of the status of the returned-material, or to request further information prior to submitting the returned- material inquiry to a technical engineer for review.

In one embodiment of the system, the technical report manager also includes a report assembler which aids the engineer in generating a standard format analysis report relating to the returned-material. The report assembler preferably facilitates the acquisition of part history information, engine history information, case based reasoning, rule based reasoning, or other historical or technical information (such as detailed part specifications), and associate claim cost information (including individual part claim and associated engine claim historical data) useful to the technical engineer in analyzing the material and/or the inquiry. In one embodiment, the report assembler also includes the capability of importing graphics, such as drawings, and/or photographs from the field and/or internal analysis lab, for inclusion in the report.

In one embodiment the returned-material project manager includes a report generator which provides a listing of all opened returned-material projects for each technical engineer in the department, a listing of all closed returned-material projects for each technical engineer in the department. In one embodiment the returned-material project manager also includes a listing of the incidences, by part number, of part failures determined from returned-material analyses for selected time periods.

These and other objects, features, and advantages of the present invention are readily apparent from the following detailed description of the best mode for carrying out the invention when taken in connection with the accompanying drawings .

BRIEF DESCRIPTION OF DRAWINGS

Figure 1 is a block diagram of a system of the present invention;

Figure 2 is a flow diagram of the returned-materials management method employed by the system of the present invention;

Figure 3 is a main screen which may be employed by the system of the present invention;

Figure 4 is a return material ledger screen which may be employed by the system of the present invention;

Figure 5 is a facsimile generator screen which may be employed by the system of the present invention; Figure 6 is a shipper request generator screen which may be employed by the system of the present invention;

Figure 7 is the returned-materials technical information screen which may be employed by the system of the present invention;

Figure 8 is a report assembler screen which may be employed by the system of the present invention;

Figure 9 is a report assembler dialog box which may be employed by the system of the present invention; and

Figure 10 is another report assembler dialog box which may be employed by the system of the present invention.

BEST MODE FOR CARRYING OUT THE INVENTION

Referring now to Figure 1 , a block diagram illustrating the returned- material control system, generally indicated at 20, is shown. The system includes at least one computer 22 suitably programmed to provide a ledger 24 including an interface (such as is shown in Figure 4) for facilitating input of selected data associated with returned-material, a technical report manager 26 including an interface (such as is shown in Figure 7) for providing the technical engineer with access to selected data associated with the returned-material and a report assembler (as shown in Figures 8-10) which provides a template for assembling a technical report in a standard format, and a returned-material project manager 28 including an interface (such as is shown in Figure 3) for providing management personnel with access to returned-material project data, including individual project status information, clean disposition information, and part failure data. The system 20 preferably includes a plurality of work stations 30-34, such as other stand alone computers and/ or terminals, which provide simultaneous access to the returned- materials management system by shipping, clerical, claims, technical, and management personnel from physically diverse locations. It will be appreciated that this system may be programmed on a suitably equipped personal computer which is networked or otherwise interconnected with other computer/terminals as shown. In one embodiment, the system is programmed in a Microsoft Access^® database in a Microsoft Windows^® operating system. However, the system may be alternatively employed using any commercially available database program as hereinafter described.

Figure 2 is a flow diagram of the returned-parts management method employed in the system of the present invention. In employing the system 20, returned-material is collected and any data associated with the material, including any warranty claims or other claims for reimbursement, are recorded (at 200). This activity may be done by one or more personnel. For example, the material may be received and stored in a warehouse until such time as it is needed for further review and analysis by technical engineering personnel. Any paperwork (correspondence, forms, etc.) may be forwarded to a returned-material inquiry administrator for initial entry of the data. If additional information is required (at 202), the administrator transmits a facsimile, E-mail message, or other correspondence, preferably using the system as hereinafter described, and/or generates the appropriate shipping papers to return the material to its source (at 204).

If sufficient information is submitted with the returned-material, the matter is submitted to technical engineering for review and, potentially, analysis and report (at 205). The technical engineer assigned to a particular matter, conducts an initial review (at 206). This initial review typically involves consideration of the claim type, what engine component is involved, whether the part is a re- manufactured part, the identify of the part vendor, whether analysis of associated fluids (i.e., water, oil, and fuel) will be required to analyze the possible cause of damage to the part. Based on this review, the technical engineer determines whether further technical analysis and reporting is required (at 208), if not, the matter is closed and the returned-material is disposed of, stored, or returned to the customer as circumstances dictate (at 210). It will be appreciated that there are many circumstances which dictate that the matter be closed at this point in the process. For example, the warranty claim associated with the returned-material may have already been paid due to non-technical considerations. Another reason for closing the matter might be that the returned-material is fabricated by an outside supplier. In any event, this systematic threshold review efficiently disposes of many returned-material complaints before further costly analysis, and processing time is expended. If analysis is required, the technical engineer utilizes the system (at

212) in a number of ways to review and analyze the material. The engineer typically reviews the status of any warranty claims to determine the magnitude of the claims reimbursement. Other relevant information such as the customer's engine history, including the engine built date may be reviewed and considered part assembly, drawings, part number information, case based reasoning, and technical service literature, all may be reviewed in connection with a particular returned-material to aid in the determination of the nature and scope of the problem. In some cases, it may be determined that additional information is required (at 214). If so, additional information or analysis such as through meetings with other technical personnel, submission of the returned-material to the materials testing lab, or other testing laboratories, or further inquiry to the customer, distributor, or other parts of the company through facsimiles or E-mail, are required to complete the analysis.

Once all the information has been obtained, the analysis is completed and a Technical Analysis Report is prepared (at 218). At this time, any related warranty claims, or other claims for reimbursement, are typically resolved, and the status is recorded in the system. In addition to the returned-material analysis process illustrated in Figure 2, the information relating to any particular matter, or subset of matters, both current and closed, may be reviewed through the project manager reporting function. Thus, it will be appreciated that the method of the present invention, and the accompanying system which implements this method, provides for a comprehensive and organized way of recording, reviewing and reporting on returned-material inquiries, as well as a means for reviewing individuals, departments, and overall efficiency in handling these claims on an ongoing basis.

Referring now to Figure 3 , one embodiment of the system 20 of the present invention employs a main window 50 in the illustrated format to provide access to the system by all users. The main window 50 preferably includes a ledger access button 52 which, when activated, allows personnel responsible for entering initial returned-material data to access additional windows and dialog boxes (as hereinafter further described) to enter the data. A technical information access button 54 is provided to allow technical engineering personnel to review the current data for a returned-material project in process, or prepare or revise a returned- material report (using additional screens and dialog boxes as hereinafter described). Additional specific data access buttons 56-62 are also preferably provided. When activated, these buttons open windows which display selected information, such as a list of all opened returned-material matters, the report for a selected returned- material matter, a list of all closed returned-material matters, and selected statistics relating to opened and/ or closed returned-material matters.

Additional access buttons 64-68 are also preferably included in the main window 50 for providing point-and-click access to other predefined statistical reports such as the number of open returned-material matters (via button 64), average cycle time by technician (via button 66), the number of closed returned-material matters (via button 68), preferably including total claims processed, as well as claim cost approvals and denials, for a selected period sorted by group and/or individual engineer. Access buttons 70-76 are also preferably included to provide a report, by month, of the number of failed parts (as determined through analysis of returned- materials and/ or parts) for a selected number of prior months (via button 70) , a list of the failed parts identified within the last 30 days (via button 72), the final report, a summary of all closed returned-material matter indicating the disposition of the material (via button 74), and a list of all failed parts (via button 76).

It will be appreciated that various levels of security may be applied to the system to allow for access of selected information by selected sets and/ or subsets of system users. For example, the information provided through access buttons 56- 62 might be restricted to only technical engineering personnel, while the information provided through access buttons 64-76 might be provided only to management personnel. Additional access buttons 78-82 are also included in the main window to allow for quick access to dialog boxes to quickly change specific fields and/or categories of data in the system.

Yet additional access buttons 84-94 are also preferably included, as shown in the illustrated embodiment. These access buttons 84-94 provide point- and- click entry to external databases and/or programs which may be useful to, for example, the technical engineer, in analyzing a particular returned-material matter and assembling his/her report. For example, activating button 84 opens a window to a case based reasoning program which may be interrogated by the engineer in conducting, for example, failure analysis on the returned-material. In the illustrated embodiment, button 84 provides immediate access to Detroit Diesel's Power Service Literature, a collection of the company's technical service bulletins. Button 88 provides immediate access to a separate part number database, to provide the user with immediate information regarding a particular part, including the part number and supplier information for that part. Button 90 provides access to stored drawings, such as assembly drawings for selected parts and/or related subassemblies of parts. Buttons 92 and 94 each provide access to internal communication systems which are available for sending messages within the company, to a distributor to network, or to other selected groups.

Figure 4 illustrates the primary ledger data entry window 100 implemented in one embodiment of the present invention. This window may be opened by a returned-materials coordinator, or other qualified personnel, by activating the ledger button 52 on the main window. The primary ledger window 100 provides a template for entering information relating to a returned part. In the illustrated embodiment this information includes the distributor code, the distributor name, the distributor's branch location code, the engine serial number, the engine model failed part information, customer information, relevant dates (such as the date of delivery of the returned-material and the reported failure date), the age of the engine, and the value of the claim associated with the returned-material. This window 100 also includes data entry/display sub-windows for a returned-material matter number (RM #), as well as other selected information associated with entry of this returned-material and its associated claim. This window 100 also preferably includes a submit button 102 which, when activated from this window, confirms that the entered information is complete and is submitted to technical engineering for processing as a returned-material matter.

The primary ledger window also preferably includes a fax button 104 which opens a dialog box, such as dialog box 106 illustrated in Figure 5, which provides a template for preparing a facsimile, for example, to the customer or distributor, requesting further information, advising the customer that the material is going to be returned, or otherwise providing a interim report to the recipient on the status of the returned-material. Additional standard paragraph entry buttons 107, 109 which, when activated, import standard text into the facsimile. For example, in the illustrated embodiment, activation of macro button 107 would insert a standard paragraph indicating to the recipient that no application for adjustment (e.g. , warranty claim) was submitted with the returned-material, and, if such a claim is intended to be made, the claim is required before review and processing of the returned-material can begin. Similarly, button 109, when activated, inserts a standard paragraph indicating that the name of the Detroit Diesel product support manager assigned to the customer (or distributor) is requested to be supplied along with the returned-material. It will be appreciated that other standard text macro buttons may be included on this dialog box 106 to facilitate for quick insertion of frequently used text into the facsimile.

If material is being shipped, a shipper button 108 may be activated to open a shipper window, such as the shipper window 110 illustrated in Figure 6. Again this window preferably is designed to provide a standard template for entry of selected information relating to the returned-material as well as access to the company's list of authorized shippers to provide the capability for seamlessly preparing shipping papers should it be deemed necessary to ship the returned- material back to the customer, to the distributor, or to some other location for further analysis or storage. Figure 7 illustrates the primary technical information window 120 employed in one embodiment of the present invention. In the illustrated embodiment, this window is accessed by activating the technical information button 54 in the main window 50 (shown in Figure 3). This window provides data entry/display sub-windows for selected data that is of particular interest to the technical engineer responsible for reviewing and analyzing the returned-material. This information typically includes distributor information, engine information, part number information, relevant dates, returned-material matter ID number, and associated claim information. This window may also include a fax button 122 to provide for quick access to the facsimile generator. The technical information window 120 also preferably includes "notes" field which allows for entry and review of the engineers notes relating to this matter. And, as previously described (either a both read and write access) may be limited to the notes field as well as to any other selected fields to provide the desired measure of security in the system. Other information, such as an ancillary analysis status box 126 may be provided in this window to indicate the status of selected, frequently required, ancillary material analyses which may be associated with this returned-material matter. The primary technical information window 120 (or other window accessible by the technical engineer) may also include a submit button (not shown) which, when activated by the technical engineer, confirms that the technical report associated with this returned- material manager is submitted as complete, and the associated returned- material matter should be assigned a "closed" status.

The technical report manager 26 preferably includes a report assembler which is accessed by the technical engineer through an interface including one or more windows and dialog boxes, such as those illustrated in Figures 8-10. Figure 8 illustrates the main report assembler window 130 which may be accessed from a button (not shown) in the main window 50, button 128 in the technical information window 120 (shown in Figure 7) or other window opening mechanisms as desired. The main report assembler window provides certain basic selected information relating to the returned-material matter, as well as a series of access buttons which, when activated, will open additional windows and/or dialog boxes to provide for creation and/or review of different sections of the engineer's report (also hereinafter referred to as the "Analysis Report").

In one embodiment, the report access buttons 132-144 each correspond to a section in the standard report, thereby providing the engineer with a template for preparing the report. If, for example, the engineer activates button 132, a dialog box 150 (as shown in Figure 9) including a text box 152 for entering in the "REASON FOR MATERIAL ANALYSIS REPORT" section of the report is provided. Similar additional dialog boxes (not shown) corresponding to each of access buttons 134-144 are also preferably provided to facilitate for organized entry and review for each of the different sections of the standard Engineer's Analysis Report.

In one embodiment, digitized drawings or other digital images may be imported into the report by opening a picture dialog box 160 of the type illustrated in Figure 10. In the illustrated embodiment, the picture dialog box 160 is opened by activating the "picture" button 142 on the report assembler window 130. The picture dialog box 160 preferably includes a pair of sub-dialog boxes 162, 164, each providing for entry of image and text information relating to two separate images to be included on a single page in the report. Each sub-dialog box 162, 164 includes a text entry box, 166 and 168 respectively, for entering a caption to be associated with the picture, and a viewing sub-window, 170 and 172 respectively, for review of the drawing or picture. A "more information window" 174, 176, for adding additional comments relating to the images to be inserted, is also preferably included with each sub-dialog box 162, 164. In the illustrated embodiment, a single image can be inserted into the report by, for example, adding the caption, image, and comments to sub-window 162, and the image and associated text will occupy a full page. Alternatively, a pair of images can be added by inserting one image and its associated text in each of sub-dialog boxes 162 and 164 to incorporate two images on a single page of the report. It will be appreciated that this picture dialog box 160 may be modified, and/or additional dialog boxes may be added, to facilitate entry of greater than two images per page if desired. An "add next image" access button 178 may also be provided to open additional picture dialog boxes to append additional pages of drawings, pictures and/or other graphical information to the Analysis Report.

Referring again to Figure 1, the system includes a project manager 28 which provides access to selected project information relating to selected open and closed returned-material projects. In one embodiment, access to these reports is provided from the main window 50 as previously described. These reports typically include listings and/or graphical representations of selected information such as the number of open returned-material matters, the amount of potential claims relating to these matters, and the number and type of parts involved in open matters. The same information may also be listed or graphed for selected closed returned-material matters for a selected period, such as, for example, the previous month, the previous three months, or the year-to-date. Other productivity information is also preferably recorded by the system and obtainable for review, either by listing or graphically, through the report manager 28. This information preferably includes cycle time for both open and closed returned-material matters, sorted by the responsible technical engineer, and/ or sorted by part number, as well as the volume of RM matters, open and closed returned-material matters handled for selected periods by individual personnel, such as the technical engineers.

It will be appreciated that the system of the present invention may be utilized to store and present virtually any desired data for use in tracking the returned-material, analyzing the returned-material, and/or managing this tracking and analysis function. It will be further appreciated that this comprehensive system insures a higher degree of organization, standardization of customer response, standardization and control over disposition of warranty claims, and standardization and awareness of technical data associated with returned-material matters, that is vastly improved over the decentralized manual returned-material project handling previously employed.

While the best mode for carrying out the invention has been described in detail, those familiar with the art to which this invention relates will recognize various alternative designs and embodiments for practicing the invention as disclosed by the following claims.

Claims

WHAT IS CLAIMED IS:

1. A returned-material management system including a computer suitably programmed to provide: a ledger including an interface for inputting information associated with returned-material and a correspondence generator for creating correspondence relating to the status of the inquiry associated with the returned-material; a technical report manager including an interface for reviewing information associated with returned-material and a report assembler for assembling a report of the review, analysis, and technical conclusions relating to the returned- material; and a returned-material project manager including a project management interface for providing access to information relating to the status of selected returned-material inquiries.

2. The system as defined by claim 1, wherein the ledger interface comprises a main dialog box that includes at least a simulated ledger access button that provides access to additional dialog boxes for entering initial returned-material data.

3. The system as defined by claim 2, wherein the main dialog box further includes a simulated technical information access button that provides access to current data for reviewing and revising.

4. The system as defined by claim 3, wherein the ledger access button of the main dialog box activates a primary ledger data entry dialog box, which provides a template to facilitate returned-material data entry.

5. The system as defined by claim 4, wherein the primary ledger data entry dialog box further includes a simulated Fax button, which activates a Fax dialog box providing a template to facilitate the preparation and transmission of a facsimile.

6. The system as defined by claim 5, wherein the Fax dialog box further includes a plurality of simulated buttons that, when activated, import standard text into the facsimile.

7. The system as defined by claim 6, wherein the technical information access button of the main dialog box activates a primary technical information dialog box that provides access to entry displays for a plurality of selected data.

8. The system as defined by claim 7, wherein the technical report manager interface comprises a main report assembler dialog box that is accessible from at least the main dialog box and the primary technical information dialog box and that includes a plurality of simulated buttons that activate associated dialog boxes that provide templates to facilitate the generation of an analysis report.

9. In a returned-material management system including a computer suitably programmed to provide a ledger including an interface for inputting data associated with returned material and a correspondence generator for creating correspondence relating to the status of the inquiry associated with the returned material; a technical report manager including an interface for previewing data associated with returned material and a report assembler for assembling a report of the review, analysis, and technical conclusions relating to the returned material; and a returned material project manager including a project management interface for providing access to data relating to the status of selected returned-material inquiries, a method for controlling returned-material, comprising the steps of:

(a) entering initial returned-material data and claim data into the ledger;

(b) initiating a system-facilitated generation of shipping papers and entering this data into the ledger if the returned material is to be returned to its source;

(c) initiating a systems-facilitated generation of correspondence requesting additional data and entering this data into the ledger if additional data are required; (d) conducting a systems-facilitated threshold review of entered data to determine if a technical analysis is required if entered initial return-material data are sufficient;

(e) entering review data into the ledger and concluding the review of the returned material if a technical analysis is not required;

(f) performing a preliminary systems-facilitated analysis and entering the results thereof into the ledger if a technical analysis is required;

(g) obtaining additional data if required;

(h) completing the systems-facilitated technical analysis if data are sufficient;

(i) initiating the generation of a system-facilitated technical analysis report; and

(j) entering the report into the ledger and concluding the review of the returned material.