Challenge 13. “Automation of incident analysis and intelligent warranty management”

Challenge 13.“Automation of incident analysis and intelligent warranty management”

Currently, Frenos Iruña receives reports from its customers regarding product incidents and failures in unstructured formats, primarily through Excel files. This data includes relevant information such as the type of failure, the associated machine, the affected part, and the country where the incident occurred. Based on these incidents, customers request financial compensation or replacements, often exceeding what would be covered under warranty terms. ​

Currently, the quality team analyzes this information manually, reviewing the data daily to identify patterns, understand the causes of defects, and determine the necessary actions, including decisions regarding returns or improvements to the production process.

This process is essential and necessary for responding to customers, resolving issues, and providing valuable information for negotiations with customers, but it has several limitations:​

• Time-consuming.

• The need for prompt review and responses to customers to avoid penalties.

• Difficulty scaling the analysis as data volume increases.

• Limited ability to identify complex patterns or perform predictive analysis.

• Risk of cost overruns due to the acceptance of unjustified claims.

Frenos Iruña aims to evolve this model into a more automated system that can quickly and systematically transform data into useful information.

The main focus is on identifying innovative solutions that automate the analysis of quality issues, facilitate the interpretation of data from various sources and formats, and enable intelligent warranty management.

In particular, we will prioritize solutions that are capable of:​

• Process unstructured data and incident information (especially Excel files from clients in various formats).

• Identify failure patterns and generate relevant insights.

• Review compensation requests from customers.

• Cross-reference this information with: warranty terms, purchase information, and incident history.

• Automatically determine whether the issue is covered by the warranty and what level of compensation applies.

• Automate the generation of findings and reports to facilitate decision-making.

The goal is to move from a manual, reactive model to a more automated, objective, and scalable system.

Previous experience​

• We haven't tried automating any of this yet.

Expected benefits

Implementing a solution in this area will enable Frenos Iruña to make an impact on several levels:​

• Cost reduction: reduction in overcompensation for guarantees. ​

• Operational efficiency: significant reduction in the time spent on manual analysis

• Improved quality: Faster and more accurate detection of failure patterns

• Improved customer service: faster, more informed responses . Timelier and data-driven. ​

• Scalability: the ability to handle larger volumes of data without increasing resources

What are they looking for in a collaborator?

Frenos Iruña is looking for partners who can provide practical, actionable, and results-oriented solutions, with a particular focus on simplicity and ease of implementation.

The following will be given special consideration:​

• Ability to work with real-world data and diverse formats

• Experience in process automation and the use of AI in industrial settings

• A practical approach that avoids overly theoretical solutions, with tangible results in the short to medium term

• Ease of use for non-technical users

• A phased implementation tailored to the company's level of digital maturity

• Capacity for mentoring and knowledge transfer

There is no need to propose complex solutions from the outset; instead, we should focus on proposals that can quickly generate value and evolve over time.