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Gordon Lorincz Customer Service - Quality October 2009
Who am I? ,[object Object],[object Object],[object Object],[object Object]
How do I provide Service? ,[object Object],[object Object],[object Object],[object Object],Investigate customer concerns and provide solutions.
Issue #1 ,[object Object]
X164 RHD Customer Complaint Real Leather IP crush at corner: Soft foam   Investigation Report August 8, 2008 Gordon Lorincz #1
Real Leather IP crush at corner ,[object Object],#1
Defect is occurring on this surface #1
Returned part from Cottondale with defect #1
Foam Review  ,[object Object],[object Object],[object Object],[object Object],Soft foam was reported.  Foam was examined for its properties #1
Foam Hardness Checks Foam Hardness was checked at these two locations #1
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Alternative explanations #1
[object Object],[object Object],Alternative explanations #1
[object Object],[object Object],Alternative explanations #1
Alternative explanations ,[object Object],[object Object],#1
[object Object],[object Object],[object Object],Alternative explanations #1
[object Object],Alternative explanations Where is gap coming from? Is IP straight at this location?  YES Is wood trim piece straight?  NO  #1
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Summary, conclusions and next steps #1
Issue #2 ,[object Object]
X164 IP Ski-slope effect  seen at Steering Column  JUNE 30, 2009  GORDON LORINCZ BOB RUMRILL CUSTOMER REPORTS A SKI-SLOPE EFFECT IS BEING SEEN ON X164 LHD IP’S AT THE TOP OF THE LEFT SIDE OF THE STEERING COLUMN AREA ON THE SOFT TORINO MATERIAL.  SUSPECTED ‘COLLAPSED FOAM’ #2
X164 ski slope at Steering Column  Condition as being reported seen here.  Similar in appearance to previously reported issues of collapsed foam. #2
X164 ski slope at Steering Column  Foamed retainer and skin do not exhibit the condition (Before wrapping)  #2
X164 ski slope at Steering Column  Cut-away sections show foam is in correct position (no collapse seen).  Collapsed foam has not been seen on this edge  #2 Foam is present to edge
X164 ski slope at Steering Column  Observation:  No seam groove is designed in this area.  Seam and seam tape have nowhere to go.  Note: this edge and top of shroud only non-groove seams.  #2 Seam groove No seam groove
X164 ski slope at Steering Column  Cross-section of material and foil shows thicker material and bulging found at this seam.  Material is 2mm thicker at seam.  #2 Thickness: 1.40mm Thickness: 3.60mm Puckering or bulging seen here contributing
X164 ski slope at Steering Column  Condition has been seen to varying degrees on all models.   Picture here is of Catina Artificial wrapped IP.   #2
X164 ski slope at Steering Column  Summary  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],#2
Issue #3 ,[object Object]
X164 LHD IP – GAP SEEN AT BOTTOM OF LH HORN  JULY 7 TH , 2009 GORDON LORINCZ  CUSTOMER REPORTS A GAP IS BEING SEEN ON X164 LHD IP’S AT THE BOTTOM OF THE LEFT HAND HORN AFTER THE HEAD UNIT IS INSTALLED.  #3
FLAT SPOT?  REPORT OF FLAT SPOT IN THIS AREA.  PARTS LOOK GOOD AFTER FOAMING AT INTEVA-GADSDEN  #3
FLAT SPOT?  PART EXHIBITS FLAT SPOT AFTER IT UNDERGOES PRESS WRAP AT EISSMANN.  (ISSUE IS SEEN HERE AFTER DEPRESSING WITH THUMB) #3
Missing Foam  PART HAS FOAM MISSING IN THIS AREA. #3
SUMMARY  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],#3

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Gordon Lorincz Pp Presentations Of Investigations 2009

  • 1. Gordon Lorincz Customer Service - Quality October 2009
  • 2.
  • 3.
  • 4.
  • 5. X164 RHD Customer Complaint Real Leather IP crush at corner: Soft foam Investigation Report August 8, 2008 Gordon Lorincz #1
  • 6.
  • 7. Defect is occurring on this surface #1
  • 8. Returned part from Cottondale with defect #1
  • 9.
  • 10. Foam Hardness Checks Foam Hardness was checked at these two locations #1
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19. X164 IP Ski-slope effect seen at Steering Column JUNE 30, 2009 GORDON LORINCZ BOB RUMRILL CUSTOMER REPORTS A SKI-SLOPE EFFECT IS BEING SEEN ON X164 LHD IP’S AT THE TOP OF THE LEFT SIDE OF THE STEERING COLUMN AREA ON THE SOFT TORINO MATERIAL. SUSPECTED ‘COLLAPSED FOAM’ #2
  • 20. X164 ski slope at Steering Column Condition as being reported seen here. Similar in appearance to previously reported issues of collapsed foam. #2
  • 21. X164 ski slope at Steering Column Foamed retainer and skin do not exhibit the condition (Before wrapping) #2
  • 22. X164 ski slope at Steering Column Cut-away sections show foam is in correct position (no collapse seen). Collapsed foam has not been seen on this edge #2 Foam is present to edge
  • 23. X164 ski slope at Steering Column Observation: No seam groove is designed in this area. Seam and seam tape have nowhere to go. Note: this edge and top of shroud only non-groove seams. #2 Seam groove No seam groove
  • 24. X164 ski slope at Steering Column Cross-section of material and foil shows thicker material and bulging found at this seam. Material is 2mm thicker at seam. #2 Thickness: 1.40mm Thickness: 3.60mm Puckering or bulging seen here contributing
  • 25. X164 ski slope at Steering Column Condition has been seen to varying degrees on all models. Picture here is of Catina Artificial wrapped IP. #2
  • 26.
  • 27.
  • 28. X164 LHD IP – GAP SEEN AT BOTTOM OF LH HORN JULY 7 TH , 2009 GORDON LORINCZ CUSTOMER REPORTS A GAP IS BEING SEEN ON X164 LHD IP’S AT THE BOTTOM OF THE LEFT HAND HORN AFTER THE HEAD UNIT IS INSTALLED. #3
  • 29. FLAT SPOT? REPORT OF FLAT SPOT IN THIS AREA. PARTS LOOK GOOD AFTER FOAMING AT INTEVA-GADSDEN #3
  • 30. FLAT SPOT? PART EXHIBITS FLAT SPOT AFTER IT UNDERGOES PRESS WRAP AT EISSMANN. (ISSUE IS SEEN HERE AFTER DEPRESSING WITH THUMB) #3
  • 31. Missing Foam PART HAS FOAM MISSING IN THIS AREA. #3
  • 32.