MPD 575 Design for Serviceability

1. MPD 575Design for Serviceability Jonathan Weaver

2. Pg 3  3rd line, "At" should be "at" • Pg 3 4th line from bottom, "Of" should be "of" • Pg 48 "earth" should be "Earth" • Pg 59  "design" should be "designs" • Pg 59 "lead" should be "led" • Pg 63 "engines" should be "engine's"

3. Development History • Originally developed by Cohort 1 team of Henry Brown, David Ogbuaku, and Vince Croom • Critiqued and Improved by Cohort 1 team: Steve Borkes, Larry Liotino, and Dennis Person • Critiqued and Improved by Cohort 2 team: Tom Jones, James Watson, and Doug Schrandt

4. Intro Humor A few days ago a gentleman was having some work done at his local garage. A blonde came in and asked for a seven-hundred-ten. They all looked at each other, and another customer asked, "What is a seven-hundred-ten?" She replied, "You know, the little piece in the middle of the engine, I lost it and need a new one. It had always been there." The mechanic gave the blonde a piece of paper and a pen and asked her to draw what the piece looked like. She drew a circle and in the middle of it wrote 710. He then took her over to another car which had the hood up and asked, "is there a 710 on this car?" She pointed and said, "Of course, its right there."

5. Intro Humor (Cont.)

6. Design for Serviceability(DFS) • Introduction to DFS • Why DFS? • DFS and the Customer • Impact of DFS • Serviceability Concerns • Guidelines for DFS • DFS Process • Other DFS Needs • Useful DFS Data and Tools • Software • Examples • Summary

7. Design for Serviceability (DFS)Introduction "In the Ford Motor Company we emphasize service equal with sales...It has always been our belief that a sale does not complete the transaction between us and the buyer, but establishes a new obligation on us to see that his car gives service... We are as much interested in your economical operation of the car as you are in the economical manufacture of it... This is only good business on our part... If our car gives service, sales will take care of themselves... For that reason we have installed a system of controlled service to take care of all Ford car needs in an economical and improved manner... We wish all users of Ford cars to know what they are entitled to." Henry Ford

8. Design for Serviceability (DFS)Introduction • Service is defined as: • the occupation or function of serving; to perform services for: as to repair or provide maintenance for, to perform any of the business functions auxiliary to production or distribution. Source: Webster’s Dictionary

9. Design for Serviceability (DFS)Introduction • Serviceability, according to Ford Motor Company, is defined as: • The ability to diagnose, remove, replace, replenish, adjust, or repair any component or subsystem, to optimum specification, with relative ease. Source: Ford Motor Company DFIS Manual

10. Design for Serviceability (DFS)Introduction • By extrapolation, Design for Serviceability is defined as: the practice of considering service and serviceability as part of the design process. • The process of optimizing a product for serviceability is fundamentally different from that of optimizing it for ease of initial assembly.

11. Design for Serviceability (DFS)Why DFS? • To achieve and maintain leadership, businesses must satisfy their customer and at the same time control costs, a challenging task. • A great many elements make up customer satisfaction: product cost, performance, styling and quality. • Quality includes not only conformance to specification, measured by fit and function, but also the quality of the vehicle over time, usually measured as life cycle cost.

12. Design for Serviceability (DFS)Why DFS? • Along with these technical elements, products must also be manufactured to create an enjoyable ownership experience to keep customers happy and coming back. • One major obstacle to customer satisfaction is the cost of maintenance and service, and the aggravation they both create. • Warranty is a major cost in the product life cycle, thus both manufacturers and customers are interested in the serviceability of the product.

13. Design for Serviceability (DFS)Why DFS? • Proper application of DFS methods can decrease total life costs and increase the bottom line. • Serviceability must be considered early in the design cycle. • "Serviceability reviews often occur late in the development process when the design is quite firm and changes are costly." (source: Design Theory and Methodology DTM ’91) • 70% of the life cycle costs are committed by the time of concept formulation, rising to 85% by the start of development before any hardware is built. (source: Design for Serviceability Expert System )

14. Design for Serviceability (DFS) DFS and the Customer -Stakeholders • Distribution System (Dealers) • D-I-Y (Do It Yourself) Owners…You!! • Manufacturing / Assembly Plants • Third-party Service Providers

15. Design for Serviceability (DFS) DFS and the Customer - Buying Motives • A study conducted by Tenneco Corp. to identify customer buying motives found that the number one factor in the buying decision was a well-constructed, high quality product. • Three of the top five buying motives involved quality product service.

16. Design for Serviceability (DFS) DFS and the Customer - Buying Motives • Among the top five buying motives, customers identified: • Quality • Repair work • Repair when promised • Quick service response (source: 1989 ASQC Quality Congress Transactions)

17. Design for Serviceability (DFS) DFS and the Customer - Desires • When it comes to service, customers desire no service at all. • To satisfy customers from a serviceability view, the manufacturer should design for: • Reliability • Minimal maintenance • D-I-Y (Do It Yourself) maintenance

18. Design for Serviceability (DFS) DFS and the Customer - Satisfaction & Loyalty • It cost five times as much to gain one new customer as it does to retain one. • Satisfied customers tell eight to ten others. • Dissatisfied customers tell 16 to 20 others. • Twenty-five percent of the dissatisfied customers may tell as many as 40 other people. (source: Automotive News)

19. Design for Serviceability (DFS) DFS and the Customer - Satisfaction & Loyalty • If service is required, customers expect it to be with relative ease and minimal cost. • To maintain customer satisfaction and loyalty, repair time and cost must be minimized. For the manufacturer this means: • Repairs should be continuously reduced. • Repair time reduction depends on solid diagnostics, ease of access, simplicity and standardization. • The final cost of a repair must be reduced. • Excellent serviceability helps a company develop and maintain customer satisfaction and loyalty.

20. Design for Serviceability (DFS) DFS and the Customer - Satisfaction & Loyalty • Poor serviceability leads to customer dissatisfaction through higher costs and longer repair time resulting in lost sales and market share for the manufacturer. • To maintain customer satisfaction and loyalty, manufacturers should provide a high level of product serviceability.

21. Design for Serviceability (DFS) DFS and the Customer - Satisfaction & Loyalty • Customers expect superior service from major service and repairs to minor adjustments. • The following measured costs have a strong correlation with serviceability: • Operating costs • Scheduled maintenance and repair costs • Unscheduled maintenance and repair costs

22. Design for Serviceability (DFS)DFS and the Customer - Satisfaction & Loyalty Customers look at total cost of ownership. If a product needs repair the owner cares about how often the repair must be done, how long it takes to complete the work (the aggravation factor) as well as how much it costs. • Costs not covered under warranty, or incurred after the warranty expires, increase customer dissatisfaction. • In the automotive industry, estimated life cycle repair costs are three to four times the warranty costs. One of the ratings for used cars in Consumer Digest is the average cost of repairs. A cost index rating shows how each make and model’s repair costs stack up against the competition.

23. Design for Serviceability (DFS)Impact of DFS Design for Serviceability requires considering associated costs of factory corrections of defects, campaigns, litigation, buy-backs, distribution support, and warranty costs. • Reduction in company warranty expenses • Reduction in “customer pay” expenses • Reduction in other hidden costs

24. Design for Serviceability (DFS)Impact of DFS Impact on Manufacturers: • Warranty Improvement • Strengthened Brand Image • Enhanced Residual Vehicle Values • Increased Profitability Impact on Customer: • Improved Satisfaction • Reduced Cost of Repairs • Added Convenience • Improved Diagnostics (faster problem diagnosis leads to faster and less expensive repair) • Reduced Part Pricing • Improved Resale Value

25. Design for Serviceability (DFS)Serviceability Concerns • OEM concerns: • Parts Cost: What will be the cost of the replacement parts? • Frequency: How often will the component require service? • Labor Time: How long will the service take? • Owner concerns: • Latent Failure: What is the potential for causing a latent failure from the service procedure? • Repeat Repair: What is the potential for having to repair it over? • Performance Level: Will the original vehicle performance level be restored? • Customer Expectation: Will the customer be satisfied with the service?

26. Design for Serviceability (DFS)Serviceability Concerns • Technician concerns • Safety: Are there any safety concerns related to service of the component? • Damage: What is the potential for damaging other components during service? • Diagnosis: Are diagnostics required? Can they be performed? • Special Tools: Are special tools necessary? • Reasonableness: Is the service procedure correct for the type of service required and is the procedure straightforward? • Labor Time: How long will the service take? • For the technician, all of these are a result of accurate training and well written service reference manuals.

27. Design for Serviceability (DFS)Guidelines for DFS Minimize the number of layers of components. • Results in a reduction in the maximum number of components removed to gain access to a specific part. Design the components that are most likely to fail or need servicing close to the assembly surface. • Results in a cost reduction of the most frequent service operations. Develop a modular product structure. • Whole sub-assemblies may be removed and replaced instead of individual, embedded components.

28. Design for Serviceability (DFS)Guidelines for DFS Minimize the number of connections between sub-assemblies. • The time and complexity to remove and install sub-assemblies is reduced. Use standard components. • Results in component cost reduction, availability of parts, a reduction in the use of specialty tools, a reduction in the variety of tools needed and reduction of time lost to acquire custom components. Additionally, component characteristics are better predicted. Minimize specialist labor. • Easy problem diagnostics and use of common components allows for servicing by a general technician. Source: U. of Queensland Manufacturing website

29. Design for Serviceability (DFS)DFS Process • Determine Initial Serviceability Requirements • Define the product serviceability: • Needs • Requirements • Restrictions • In addition, what serviceability improvements are needed from the last design?

30. Design for Serviceability (DFS)DFS Process • Determine Data Qualifiers for Serviceability • Determine the product’s level of serviceability from past designs and industry benchmarks. • Establish if the product is intended to be serviced by the customer, service centers, the manufacturer or not at all. • Components that are regularly serviced by the vehicle owners will have different requirements than those serviced by technicians.

31. Design for Serviceability (DFS)DFS Process • Review the Design’s Serviceability • A series of checklists should be implemented for serviceability review with the following headings: • Location • Simplification • Standardization • Design for Repair • Life Factors • Diagnostics

32. Design for Serviceability (DFS)DFS Process • Review the Design’s Serviceability • There are sub-headings, with accompanying questions, under each of the main headings. The sub-headings are as follows: • Location - Accessibility, Obstructions, Orientation, Visibility • Simplification - Minimization, Clustering, Labeling, Intuitive • Standardization - Components and Sub-components, Fasteners and Connectors, Tools • Design for Repair - Ergonomics, Service Aids, Obvious Operation, Safety • Life Factors - Reaction, Mechanical Stress, Environment, Location, Component Retirement • Diagnostics - Indicators, Accessibility, Procedures

33. Design for Serviceability (DFS)DFS Process Location Checklist Accessibility • Is the component layer based on service frequency and user? • Can the component be reached with hands? • Can the component be reached with normal tools? • Can the component be removed from its location? • Can the components be grouped for better serviceability?

34. Design for Serviceability (DFS)DFS Process Location Checklist Obstructions • Do other components have to be removed for visibility, service, or removal? • Is there potential for damage of nearby components in the service process? • Can you offer more space by moving, hiding, or shrinking the component or adjacent component?

35. Design for Serviceability (DFS)DFS Process Location Checklist Orientation • Do the service steps require multiple re-orientations? • Can any fluids be retained in the process? • Will Service expose other parts to contamination? Visibility • Can the component be clearly seen for diagnosis and/or removal/installation? • Does the layout look BIC (Best in Class)?

36. Design for Serviceability (DFS)DFS Process Simplification Checklist Minimization • Have you reduced part count with DFA (Design for Assembly)? • Have you reduced or eliminated user adjustments? Clustering • Is the component located where expected? • Is the component grouped with like functions?

37. Design for Serviceability (DFS)DFS Process Simplification Checklist Labeling • Does the component have clear instructions? • Is the component color coded? Intuitive • Is the disassembly obvious?

38. Design for Serviceability (DFS)DFS Process Standardization Checklist Components and Sub-Components • Can you use an industry standard component or sub-component? • Can this component be used on other platforms? • Is the component backward/forward compatible? Fasteners and Connectors • Are the fasteners/connectors the same type, size, length? Do they match other assemblies? • Are the fastener orientations the same?

39. Design for Serviceability (DFS)DFS Process Standardization Checklist Tools • Can you service with a minimum of tools? • Can you service without a need for special tools?

40. Design for Serviceability (DFS)DFS Process Standardization Checklist Ergonomics • Can the component be manipulated or removed by hand? • Are the torques within normal user limits? • Have you protected against human-caused failure?

41. Design for Serviceability (DFS)DFS Process Standardization Checklist Service Aids • Have you included guides and assembly aids: locators, pilots, adhesives, sealants, etc. to make assembly easier? • Have you incorporated anti-cross threading? • Have you included adjusting, lifting, pry points? • Can you replace what’s broken? • Must you damage or break components to perform repairs?

42. Design for Serviceability (DFS)DFS Process Design For Repair Checklist Obvious Operation • Can the parts only locate the “right” way? • Is the disassembly/reassembly order mechanically constrained? • Does your design indicate when the repair is correct? Safety • Have you eliminated sharp edges? • Have you guarded against shock hazards? • Have you protected against stored energy - loaded springs, pressurized fluids and explosives?

43. Design for Serviceability (DFS)DFS Process Life Factors Checklist Reaction: • Have you protected against failure from corrosion, galvanic interaction, and reaction with engine and service fluids? Mechanical Stress: • Have you protected against vibration, stress, and thermal expansion? Environment • Have you protected against failure from temperature, ultraviolet, moisture, dirt, and dust?

44. Design for Serviceability (DFS)DFS Process Life Factors Checklist Location • Does the component need to be located for cooling? • Is the component protected from collision damage? Component Retirement • Can the component be designed to be recycled or remanufactured?

45. Design for Serviceability (DFS)DFS Process Diagnostics Checklist Indicators • Have you included maintenance required indicators? • Have you included wear limit, repair, or failure indicators? Accessibility • Does package environment allow diagnostics to be performed with non or limited movement of other components? Procedures • Have you suggested diagnostic procedures?

46. Design for Serviceability (DFS)DFS Process • Investigate Opportunities for Improvement • What are our customers telling us they want or need? • What are the existing problems? • What suggestions do our internal experts recommend? • What are we (and our competitors) doing right that we can use? • What are we (and our competitors) doing wrong that we can avoid?

47. Design for Serviceability (DFS)DFS Process • Integrate Serviceability into the Design • The first way to improve serviceability is to minimize the need for service. • Use warranty and reliability data to determine failure rates and Pareto ranking to determine priorities. • Use design techniques aimed at increased reliability: • Long -life materials and sub-components • Reduction of stresses and variations of stresses • Design for stiffness • Minimize Part Count (DFA/DFM)

48. Design for Serviceability (DFS)Other DFS Needs • Other considerations that are not precisely part of that discipline, but have a direct bearing on design for serviceability: • Styling - Styling, craftsmanship and serviceability must be balanced. Innovative designs generate increased need for out-of-the-box thinking to obtain acceptable serviceability. • Appearance - For the consumer who is service conscious, the design of the product must not only be easy to service, it must look easy to service. Many first-time purchases are made on perceptions.

49. Design for Serviceability (DFS)Other DFS Needs • Damageability - Designs must consider damage repair. Expensive and delicate parts must be positioned for protection against damage. The ability to easily disassemble units and only replace damaged elements will reduce labor times and cost to repair. Insurance repair costs are increasingly being used for large purchase evaluations by customers. • Design for Recycleability - With the increasing awareness of our environment, customers are demanding that products be “Earth conscious.” Recycleability is rapidly becoming the law. That means the manufacturer needs to consider using recycled raw materials and increase the ability to reuse or recycle product components that are removed during servicing or maintenance.

50. Design for Serviceability (DFS)Useful DFS Data and Tools Data • Warranty Data • Serviceability Targets • Design Manuals • TSB (Technical Service Bulletins) • TGR/TGW Lists