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Problem Categories The problem categories are arranged according to a priority logic that is divided into four customer-relevant fields. The priority logic represents a customer-oriented classification of defects. The customer benchmark influences the expert benchmark. The individual priorities are explained below:
Priority 1 Highest customer relevance/highest quality relevance/approval-relevant
· Customer detects the fault and has to go to the workshop immediately.
· Technical specifications are not fulfilled and are of very high relevance in terms of quality.
Priority 2 High customer relevance/great displeasure · Customer detects the fault and goes to the workshop.
· Fault is criticized and mentioned in a customer survey.
· Technical specifications are not fulfilled and can lead to impairments regarding product quality, long-term quality or construction feasibility.
Priority 3 Medium customer relevance/dissatisfaction
· Fault may be mentioned in a survey.
· Customer expectations are not completely fulfilled.
· Technical specifications are not completely fulfilled. No direct influence on product quality or long-term quality.
Priority 4 Low customer relevance
· Fault is detected by a sensitive customer and a complaint is made.
· Fault is detected only by a specialist.
· Complaint, no influence on product quality or long-term quality.
When you guys are looking to get delivery of the new car, things to look out for.
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04-09-2020, 01:43 PM
Some inside useful information on how customer issues rated & resolved? VCS/VDS/VPC
