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Homepage > training offer > Closed training > CQI-14 – managing complaints and market returns
CQI-14 – managing complaints and market returns

CQI-14 – managing complaints and market returns

During the training course, complaint management will be discussed in a very wide range: from IATF 16949, to CSR, to the CQI standard. It will also be shown how to use various quality management methods such as LL, FMEA and selected Six Sigma tools in the context of complaints.

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Open training

Join a group of participants from different companies and discover industry best practices.

Currently no scheduled dates.

Do you have any questions or are you interested in this topic?

Contact us to discuss the possibility of delivering this topic as an open training.

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IN-COMPANY TRAINING

Order a training tailored to the needs of your organization.

Stationary / On-line
The day may be established
Individual pricing
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TRAINING PROGRAM

For in-company training, the proposed program is a preliminary suggestion and can be freely adapted to the individual needs of the company.

The following program is indicative (the division into days is arbitrary) and the trainer adapts the course of the training to the specific characteristics of the group. Individual topics may be discussed at a different time or in a different form than indicated in the plan.

Module 1

CQI-14 AND CSR AS WELL AS IATF 16949:2016

Content:

  • Review of CQI standards as a supplement to automotive requirements
  • Analysis of returns from the market in accordance with IATF 16949 requirements
  • Requirements resulting from CSR related to CQI-14
  • Legal conditions of CQI-14
  • Complaint management within the PDCA cycle framework

Module 2

CQI-14 – SCOPE OF THE STANDARD

Content:

  • Warranty management process in accordance with CQI-14
  • Tasks of the organization as part of preparation for complaint management (management involvement, organization of access to databases, etc.)
  • Interaction with the consumer and the dealer (including dealer tasks)
  • Course of the warranty claim submission process
  • Proactive prevention and its methods:
    – lessons learned
    – use of the FMEA method
    – DFSS
    – software updates
  • Use of training cycles within preventive actions
  • Complaint management and APQP
  • Effective problem-solving process for nonconformities after start of production (including analysis of early returns and obtaining access to vehicles)
  • Prevention of future warranty problems – CQI-14 principles (analysis of NTF and other indicators)

Module 1

CONTINUOUS IMPROVEMENT AND EVALUATION OF THE EFFECTIVENESS OF THE COMPLAINT MANAGEMENT PROCESS

Content:

  • How to implement continuous improvement in the context of complaint management
  • Methods of evaluating process effectiveness
  • Evaluation of effectiveness based on the CQI-14 question list
  • Working with question tables and evaluation of implemented solutions
  • Analysis of a case study in the context of CQI-14

ADDITIONAL INFORMATION

We make sure that a large part of the training is taken up by exercises and practical workshops – then it is easier for participants to remember information that is new to them. In this training, after discussing theory, participants will work on real cases using the checklists of the CQI-14 standard.

After the training, each participant will receive a certificate confirming the training.

Quality managers and executives, Customer service employees, Internal auditors, Quality specialists.

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    Training Specialist – RONAL Polska Sp. z o.o.
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    BURY Sp. z o.o.
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    Guillin Polska Sp. z o.o.
  • Training on quality management and specific customer requirements delivered by PROQUAL Management Institute met our expectations. The trainers present deep theoretical and practical knowledge, skillfully adapting the content to specific needs, which significantly increases the effectiveness of the training. We recommend PROQUAL Management Institute as a reliable partner in raising quality standards in the automotive industry.
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    HR Manager – Merit Poland Sp. z o.o.
  • PROQUAL conducted training for us in SPC and PFMEA, which stood out for the trainer's engagement and knowledge. The material was supported by many interesting industry examples, allowing participants to better understand the issues. We can wholeheartedly recommend working with PROQUAL
    Paweł Chodnik
    Manufacturing Engineering Manager – Electrolux Poland Sp. z o.o.
  • The training sessions were conducted very professionally. The topics were tailored to the participants’ level of knowledge and skills, which allowed for proper understanding of the issues. This was reflected in the evaluation surveys completed by participants, where the PROQUAL expert received very high scores.
    Przemysław Zdeb
    Head of Quality Assurance Department
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