MAN Truck & Bus drives customer-oriented quality with a target cockpit

| Client story

The situation

MAN Truck & Bus AG is a major international producer of commercial vehicles with headquarters in Munich, Germany,.
The customer is the focus for MAN. Therefore, customer orientation is a strategic goal in the company's quality strategy. Quality leadership is the benchmark for products and services to fulfil customer expectations and requirements. This applies to the entire lifecycle of a vehicle – from sales advisory through purchase to maintenance and mobility services.

Overall transparency and control of 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 addressed by the development, production and service divisions. Clearly defined targets for the key performance indicators are the basis for management decisions at the division head and managing board levels.

The solution

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

The solution combines business intelligence solutions from SAP und Oracle, and is linked to a SAP portal that was already in place.

The result

The progress of key performance indicators for the development, production and service divisions can now be monitored significantly faster and more easily, and the results can be viewed at a range of granularity levels. The Cockpit analyses provide a basis for quality reports for MAN top management. With this background, management can assess the actual quality situation and can identify actions to increase customer satisfaction and reduce warranty costs.

To cater for future requirements, the software engineers created the Cockpit flexibly. It is scalable and can be expanded easily and quickly to cater 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, starting with the concept phase (which involved selection and definition of key performance indicators), and continuing through system design and implementation, right up to handover to maintenance.

So that business users could start experiencing the system at an early stage, an agile project approach was selected. The Quality Cockpit was designed and developed in several iterations, taking account of the maturity level of the various key performance indicators.

In the concept phase, Capgemini developed a prototype in order to efficiently define user interfaces and reports jointly with the business departments.

In the development phase, the agile approach allowed early tests and flexible requirements management to achieve the best possible fit for the requirements of the MAN business departments. The system was successfully implemented within just 10 months.