MAN developed a Quality Cockpit tool with Capgemini to track key performance indicators and quality targets related to customer satisfaction. The tool provides managers a quick overview of aggregated quality data and allows drilling down into detailed reports. It combines SAP and Oracle business intelligence solutions to analyze development, production, and service quality across different levels. The flexible tool can be expanded easily to monitor additional metrics and dimensions. MAN and Capgemini worked collaboratively using agile methods to design, develop, and implement the system within 10 months to improve quality monitoring and decision making.

1. MAN has an efficient tool for tracking the
customer oriented quality targets with the new
system.“
Stefan-Leonhard Lehner,
Head of the Quality Assurance Centre,
MAN Truck & Bus AG
“
in collaboration with
MAN is establishing
together with Capgemini a
comprehensive target
system to control company
quality
MAN Truck & Bus drives customer
oriented quality with a Target Cockpit
The Situation
Customer is the focus for MAN. Therefore, customer orientation is a separate strategic
goal in the quality strategy of MAN. Quality leadership is the benchmark for products and
services to fulfil customer expectations and requirements. This applies to the entire life
cycle of a vehicle – right from sales advisory to purchase till maintenance and mobility
services.
Overall transparency and possibilities to control 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 for the
divisions of development, production and service. Clearly defined targets for the key
performance indicators are the basis for management decisions at the division head
and managing board levels.
The Solution
Capgemini together with MAN developed a Quality Cockpit that provides a quick overview
on customer oriented quality at the level of aggregated key performance indicators and
targets. Numerous details on quality information can be additionally retrieved at the push
of a button with automatically generated reports.
The solution combines business intelligence solutions of SAP und Oracle. The Quality
Cockpit and the reports comprise a combination of SAP BusinessObjects 2008
(Xcelsius Enterprise, Crystal Reports and Web Intelligence). Oracle database was
used for data storage. Oracle Application Express was used to create input and release
frontend. The Management Cockpit was linked directly to the existing SAP portal.

2. About Capgemini
With almost 140,000 people in over 40
countries, Capgemini is one of the world‘s
foremost providers of consulting, technology
and outsourcing services. The Group
reported 2013 global revenues of EUR 10.1
billion. Together with its clients, Capgemini
creates and delivers business and technology
solutions that fit their needs and drive the
results they want. A deeply multicultural
organization, Capgemini has developed its
own way of working, the Collaborative
Business ExperienceTM
, and draws on
Rightshore®
, its worldwide delivery model.
Learn more about us at
www.capgemini.com
the way we do itAutomotive
©2014 Capgemini. No part of this document may be modified, deleted or expanded by any process or means without prior written permission from Capgemini.
Rightshore®
is a trademark belonging to Capgemini.
Contact
Roland Sylla
Business Technology Automotive, Germany
+49 170 6367746
roland.sylla@capgemini.com
About MAN
The MAN Group is one of the leading
European industrial organisations in the
area of transport-related engineering with
an annual turnover of around € 15.8 billion
(2012). MAN is a provider of truck, buses,
diesel engines, turbo machines as well as
special gear units employing around
54,300 employees worldwide. The MAN
organisational divisions hold leading
positions in their markets.
More information is available at:
www.man.eu
In collaboration with
For more information, please contact:
success.story@capgemini.com
The Result
The progress of key performance indicators for the divisions of development, production
and service can be monitored significantly faster, easier and in high quality on different
granularity levels. The Cockpit analyses build the fundament for quality reports for the MAN
top management. With this background the management can assess the actual quality
situation and can identify areas of action for increasing customer satisfaction and lowering
warranty costs.
To be able to fulfill further requirements in the maintenance of the Quality Cockpit, the
software engineers created the Cockpit flexibly. It is scalable so that it can be expanded
easily and quickly 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: right from the selection and definition of the key
performance indicators to the system design and the implementation till the handover to
maintenance.
To be able to provide an experience with the system at an early stage, an agile project
approach was selected. The Quality Cockpit was designed and developed in several
iterations depending on the maturity level of the key performance indicators.
In the concept phase in which the selection and development of key performance
indicators had priority, Capgemini developed a prototype in order to efficiently define the
user interfaces and reports with the business departments.
In the development phase, the agile approach allowed early tests and a flexible
requirements management. The requirements of the MAN business departments
could therefore be taken into account to a great extent. The system was successfully
implemented within just 10 months of project duration.
SAP is a registered brand of SAP AG.
Business Objects, BusinessObjects, Crystal Reports, Web Intelligence and Xcelsius are
trademarks or registered trademarks of Business Objects Software Ltd. Business Objects
is an SAP company.
Oracle and Java are the registered brands of Oracle and/or its affiliated organisations.