J.D. Power This study focuses on the quality problems encountered by new owners of new energy vehicles with a car ownership period of 2 to 6 months. The new car quality score is expressed by the average number of problems per 100 cars (PP 100). The lower the score, the better the quality. The study also examines the complete experience and satisfaction of users during pre-sale, sale and product use.
On August 15, the media also had the opportunity to enter the advanced manufacturing base of Weilai Hefei to gain an in-depth understanding of the quality system of Weilai Automobile.
Quality is faith. In Weilai Hefei Base, the sign of "quality is faith" can be seen in conspicuous places, both in the factory workshop and the staff canteen. According to Shen Feng, Vice President of Weilai Quality and Chairman of Quality Management Committee, every employee of Weilai should take quality as a belief, and all financial personnel, financial personnel and quality control personnel should be responsible for the quality of their work and pursue the ultimate.
Five pillars and 12 module support Weilai quality management system.
In the interview, I learned from Chedi App that the five pillars of Weilai's quality management system are composed of product development quality, partner quality, manufacturing quality, after-sales and service quality, and power management quality, covering all Weilai's businesses, including not only traditional car companies' product development, manufacturing logistics, supplier management/procurement, but also Weilai's innovative business and business model, such as user experience and service, charging and recharging. , hoping to be complete from user demand to user service.
On the other hand, Shen Feng also introduced to us that the vertically structured quality management system based on business chain is gradually decomposed from the quality strategy layer to the implementation layer. It not only ensures the implementation of quality strategy, but also is a necessary condition for quality management at all levels to improve system efficiency.
In addition, in Weilai's quality management system, there are 12 quality management modules, namely: enterprise quality, manufacturing quality, mass production quality, after-sales quality, design quality, vehicle engineering quality, XPT quality, power engineering quality, power management quality, supplier management quality, logistics quality and software quality. From this 12 quality module, we can see that Weilai's understanding of the word "quality" is not limited to product quality, but also extends to a wider range of enterprise operations, supplier management, software quality and so on.
Establishing the first supplier quality certification system of new energy automobile company
Among them, we should focus on managing suppliers. For pure electric vehicles, the number of parts is far less than that of traditional fuel vehicles, and the powertrain is also composed of batteries, electronic controls and motors. So, for Wei, how to control the parts quality of ES8 and ES6? As a new enterprise, does Weilai have a greater say in parts suppliers?
Shen Feng introduced a magic weapon to the media, that is, NIO quality distinguished partner established by Weilai in the field of new energy vehicles. Weilai certifies high-quality suppliers every year, but it is not easy for suppliers to obtain this certification because it is based on adequate performance monitoring.
Experts from Weilai gave us a detailed introduction. Weilai's professional supplier management team began to control supplier access. Together with the first-class suppliers at home and abroad, we used advanced management tools in the automobile industry to fully control the parts development and manufacturing process through product development/verification and process development/approval. Weilai Quality Team participates in the supplier's product quality pre-planning process (APQP), uses FMEA tools to identify potential failure modes in the process of component design and manufacturing, formulates specific measures to avoid them, and ensures that all production processes have sufficient capacity to provide stable quality products for Weilai through PPAP approval.
Weilai pioneered the "Excellent Quality Partner" certification system of New Energy Automobile Company, and at the same time took the lead in setting up the FMEA Committee (covering CFMEA, DFMEA and PFMEA) and the Safety Committee (covering seven safety areas: function, machinery, collision, battery, network, high voltage and chemistry). Pay close attention to the quality of early design, strengthen the early identification and prevention of risks, and ensure the safety and robustness of products in all directions.
How can Weilai quality not mention service quality?
Customer satisfaction and service satisfaction have always been emphasized by Weilai. As mentioned above, Weilai's concern for quality extends not only to products, but also to service quality. So how does Weilai manage the service quality?
"User comments 1 sec is fast", and Shen Feng is very proud of this data. Because in his 30-year business career, and in the career of Ford and Volvo, no enterprise can reach such a level. "In traditional enterprises, the period for a user's feedback to reach the enterprise engineer is one month, but in Weilai, when you call the NOMI debugging system, exclusive fellow, or even on Weilai App, your feedback can reach the engineer in the background in just one second." Shen Feng introduced: "Then, the customer service team will give a reply within 12 hours." Of course, this is both an advantage and a challenge for after-sales quality improvement. In order to ensure the rapid response and effective solution of the problem, a set of quality management mechanism of mass production products with Weilai characteristics was established for the quality of mass production vehicles, including: 40 professional quality action teams with cross-functional blocks; Organic integration and interaction of problem solving and reliability testing teams; A problem management platform that runs through the market front-end case information and product back-end quality improvement.
Weilai's quality experts also gave a set of data: "Debug has been running for a little over a year now, and we have more than 70,000 suggestions and feedbacks. If these 70 thousand suggestions are distributed every day, it will take almost one or two hundred days. In fact, in addition to complaints about our products or feedback on some quality problems, the bigger part is actually some users' suggestions on our products and what we need to improve. "
In the process of visiting Weilai's quality, what impressed us most was Weilai's great attention to the user's voice. Regardless of car experience, bug fixing, product design, etc. It can quickly reply to the engineers in the main engine factory, and then there will be corresponding engineers to "consult" and solve the problem quickly.
In our understanding, Weilai has been able to serve thousands of people, and half of Weilai's Internet genes can also give birth to support and rapid response to the needs of every car owner.
However, the problem still exists. Is this too heavy for the whole cost? In the future, there will be more car owners and more feedback problems. Can the service quality be guaranteed? Shen Feng thinks these are not problems. Weilai's quality system is designed on the basis of the quality system accumulated in the automobile industry to ensure its effectiveness and scientificity, and the later iterative ability can also ensure the renewal of this system.