

Case Study
After-sales field analysis of produced lithium-ion batteries
Automotive Supplier Battery Systems
Company Details
- Tier 1 automotive (car, truck, bus), belongs to a global technology group.
- The group develops, produces and sells lithium-ion batteries (“all-solid-state” battery technology) and operates in other business areas
- Customers: Premium OEM
Situation and Challenge
- Unclear and inadequate organization for field maintenance activities, leading to technical and commercial risks, delays, and inefficient logistics efforts
- Lack of communication between OEM customer service and supplier (huge potential for escalation)
- Diagnostic functions of the battery systems were not yet finally defined with the start of production
Objective and Task
- Clarification of the handling of maintenance and repair work of vehicles in the field
- Minimization of risks and elimination of uncertainties for efficient battery maintenance in the after-sales area
- Coordination of a responsibility matrix between OEM, global dealer network and the battery manufacturer
Results and Achievements
- Responsibilities between OEM and Tier 1 supplier were defined, stakeholders were satisfied and the approach was agreed with all parties
- Diagnostic function of battery systems was defined based on criteria
- Known risks were identified/quantified
- Maintenance manual was successfully provided
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