MAN Truck & Bus drives Customer Oriented Quality with a Target Cockpit

| Client story

The Situation

Customer is the focus for MAN. Therefore, customer orientation is a separate strategic goal in the quality strategy of MAN. Quality leadership is the benchmark for products and services to fulfil customer expectations and requirements. This applies to the entire life cycle of a vehicle – right from sales advisory to purchase till maintenance and mobility services.

Overall transparency and possibilities to control product and service quality are necessary to meet these quality demands. At MAN, the central quality organisation defines standardised key performance indicators for customer relevant quality issues for the divisions of development, production and service. Clearly defined targets for the key performance indicators are the basis for management decisions at the division head and managing board levels.

The Solution

Capgemini together with MAN developed a Quality Cockpit that provides a quick overview on customer oriented quality at the level of aggregated key performance indicators and targets. Numerous details on quality information can be additionally retrieved at the push of a button with automatically generated reports.

The solution combines business intelligence solutions of SAP und Oracle. The Quality Cockpit and the reports comprise a combination of SAP BusinessObjects 2008 (Xcelsius Enterprise, Crystal Reports and Web Intelligence). Oracle database was used for data storage. Oracle Application Express was used to create input and release frontend. The Management Cockpit was linked directly to the existing SAP portal.

The Result

The progress of key performance indicators for the divisions of development, production and service can be monitored significantly faster, easier and in high quality on different granularity levels. The Cockpit analyses build the fundament for quality reports for the MAN top management. With this background the management can assess the actual quality situation and can identify areas of action for increasing customer satisfaction and lowering warranty costs.

To be able to fulfill further requirements in the maintenance of the Quality Cockpit, the software engineers created the Cockpit flexibly. It is scalable so that it can be expanded easily and quickly for additional key performance indicators and dimensions.

How MAN and Capgemini worked together

A Capgemini team of Business Intelligence experts and automotive consultants supported MAN in all phases of the project: right from the selection and definition of the key performance indicators to the system design and the implementation till the handover to maintenance.

To be able to provide an experience with the system at an early stage, an agile project approach was selected. The Quality Cockpit was designed and developed in several iterations depending on the maturity level of the key performance indicators.

In the concept phase in which the selection and development of key performance indicators had priority, Capgemini developed a prototype in order to efficiently define the user interfaces and reports with the business departments.

In the development phase, the agile approach allowed early tests and a flexible requirements management. The requirements of the MAN business departments could therefore be taken into account to a great extent. The system was successfully implemented within just 10 months of project duration.