Problem Statement Supplier attempted to respond to issue with weak countermeasure report

Factors to issue: The problem was underbody noise attributed to an incorrect part installed on the chassis sub-frame The problem was underbody noise attributed to an incorrect part installed on the chassis sub-frame Parts in question are KD to Tier 2 Parts in question are KD to Tier 2 Tier 2 adds a label with barcode for Tier 1 so it can be scanned into tracking system Tier 2 adds a label with barcode for Tier 1 so it can be scanned into tracking system Parts have LH or RH stamped on them from KD supplier Parts have LH or RH stamped on them from KD supplier Tier 1 only looks at label and not at part for identification Tier 1 only looks at label and not at part for identification

Initial Report ISSUE:COUNTERMEASURES: Underbody noise on 3 different sedan vehiclesContainment / Short Term CM: 1.Temporary countermeasure: Quality Alert issued 400% inspection for issue, after production at Tier 2, incoming at Tier 1 by third party, assembly station at Tier 1, final inspection at Tier 1 Permanent/Long Term CM: 2. Permanent countermeasure Pending supplier improvement CAUSE: Underbody noise attributed to wrong Upper arms installed on vehicles. Suspect vehicles either had two RH U/arms or two LH U/arms Wrong parts were assembled at station 7 Have we stopped the problem? No Clean point. Have we cleaned out the Tier 1 of anymore suspect parts? Yes, No? Tier 1 has no action plan for Tier 2. Just wait for response. Tier 1 has not identified why made or why shipped. Tier 1 needs to present this in a 5 Why format to help ensure root cause is correct.

Factors to issue: Parts are KD to Tier 2 Parts are KD to Tier 2 Tier 2 adds a label with barcode for Tier 1 so it can be scanned into tracking system Tier 2 adds a label with barcode for Tier 1 so it can be scanned into tracking system Parts have LH or RH stamped on them from KD supplier Parts have LH or RH stamped on them from KD supplier Tier 1 only looks at label and not at part for identification Tier 1 only looks at label and not at part for identification Countermeasure concept: Quickly identify issue and put in quick containment Quickly identify issue and put in quick containment Monitor containment for effectiveness while continuing to investigate true root cause Monitor containment for effectiveness while continuing to investigate true root cause Remove suspect product completely from area to prevent containment from being broken Remove suspect product completely from area to prevent containment from being broken Utilize quality tools to help support root cause verification (i.e. fishbone diagram, 5Y, 8D…) Utilize quality tools to help support root cause verification (i.e. fishbone diagram, 5Y, 8D…)

ISSUE:COUNTERMEASURES: Underbody noise on 3 different sedan vehiclesContainment / Short Term CM: 1.Temporary countermeasure Quality Alert issued Tier 2 sort both RH & LH, clean point = Seq# 123 Tier 1 to remove any mismatched parts and return to Tier 2. Tier 1 to enlist 3 rd party for inspection and charge back to Tier 2. Inspection and witness mark at: 3 rd party: 11/7/15 Incoming – (Green circle and on label to match) Tier 1: 11/7/15 At install, Station 7 – (Blue dot) Final inspection – (White Dot) Permanent/Long Term CM: 2. Permanent countermeasure Tier 1 – Why shipped Investigate check fixture at line – RM –11/25/15 Investigate sensor for correct part – ER –12/15/15 Tier 2 – Why Made Sensor for correct part – MH – 11/24/15 Fixture for correct part – MH – 12/18/15 Investigate electronic verification system to compare and confirm part and label. CAUSE: Underbody noise on 3 different vehicles 1.Why? Upper arm contacting chassis frame causing noise 2.Why? Flange on part contacting chassis (inverted) 3.Why? Suspect vehicles either had two RH arms or two LH arms 4.Why? Wrong parts were assembled at station 7 by Tier 1 because team member scanned label on part and system confirmed good part 5.Why? Parts were mislabeled and placed in the wrong racks by Tier 2 Countermeasure improvement Have we stopped the problem? Yes! Have we cleaned out the Tier 1 of anymore suspect parts? Yes! Tier 1 has an action plan for Tier 2. Note: Supplier (and customer) should perform an audit of countermeasure. Tier 1 has identified why made and why shipped. To investigate further

Results: After the original countermeasure was presented I took it upon myself to sit down with the Tier 1 engineer and manager and walk through the countermeasure report to improve the activity to better reflect what was expected in these reports from now on. While the manager was well aware of the requirements, this activity showed both members that this is the minimal standard. Also, it put the manager in a position that would require him to better review the countermeasure reports before sending them to the customer. After the original countermeasure was presented I took it upon myself to sit down with the Tier 1 engineer and manager and walk through the countermeasure report to improve the activity to better reflect what was expected in these reports from now on. While the manager was well aware of the requirements, this activity showed both members that this is the minimal standard. Also, it put the manager in a position that would require him to better review the countermeasure reports before sending them to the customer. From that point on countermeasure reports have been quite detailed and have shown that the Tier 1 has made good attempts to find the issues quickly, get to real root causes and prevent defects from getting to the customer and helped the Tier 1 to reduce plant FTTQ. From that point on countermeasure reports have been quite detailed and have shown that the Tier 1 has made good attempts to find the issues quickly, get to real root causes and prevent defects from getting to the customer and helped the Tier 1 to reduce plant FTTQ.