Background Jaguar and Land Rover are iconic British brands as world renowned manufacturers of luxury sports cars and 4x4 vehicles. As a global company with a large product portfolio JLR have dedicated teams to manage and monitor product quality reports coming in from the worldwide dealer network.
Challenge
With issues varying greatly in technical detail, urgency and language it is crucial that reports are correctly managed and routed accordingly.
The control processes allow JLR to prevent unnecessary workshop activities and the associated costs being passed back to JLR as a product warranty claim.
With many different parties involved in reporting, researching and managing the issues good communication through all systems is critical to ensure everything runs smoothly and the end customer continues to have an experience befitting the premium brand.
Implementation
As a long term supplier to Jaguar Land Rover, First Option first developed the web-based Electronic Product Quality Reporting (EPQR) application for UK based dealers in 1999. This has been continually developed over the years, extending the range of product quality processes covered by the system and rolling it out to worldwide dealers. The increase in scale and resulting need for language translations required the introduction of extensive workflow processes in order to maintain control.
Recently we have performed a major upgrade to EPQR, consisting of several man months of work. JLR technicians are now equipped with further tools to monitor and analyse product quality trends. A new data mining layer and additional workflow processes have been added to greatly improve quality trend visibility. Information from EPQR is used at all levels of the business, from Technician to Director, since product quality is synonymous with the corporate brand.