Table of Contents Product and Measures Management Aftersales (PuMA) Subject Page Introduction .3 QC Info.3 Case.3 Report.3 Measure.3 Service Information .4 Procedure .4 Creating a PuMA Case.6 Construction Groups.8 Drivetrain (Area selection Powertrain).8 Electrical System (Area Selection Electrics/Electronics).8 Chassis (Area Selection Chassis and Suspension) .9 Body (Area Selection Body and Trim).9 Procedures Flowchart.10 Examples.12 Case 1 .12 Case 2.14 Case 3.16 Case 4.18 Case 5.20 Case 6.22 Initial Print Date: 2/06 Revision Date: Product and Measures Management Aftersales After completion of this module you will be able to: • Understand the process that enables PuMA to be successful • Understand the information expected in a PuMA case • Review and understand what makes a “good” PuMA case • Understand the different documents that can be generated from PuMA • Understand the importance of the FASTA data transfer with respect to PuMA 2 Product and Measures Management Aftersales (PuMA) Introduction Product and Measures Management Aftersales (PuMA) is the preferred method of communicating service issues that may be encountered at the centers. As of February 2005 PuMA is the only method of first contact with the technical hotline department. There are four major components of information utilized by PuMA. These four components are: QC Info Quality Control Information report (Pink Sheet) is created by the technician when informing BMWNA of a quality issue. Information included in these reports is used by the engineering department to identify and resolve product issues. Create a QC Info when a response through PuMA is not expected. Case Cases are created by the technician and forwarded to the Hotline. The Hotline responds to the Case with a recommendation. The Case will appear in your Mailbox with a green diamond which alerts you to the response. Only users at the center where the Case originated will be able to see and read the Case and the Hotline’s response. Cases expire after 90 days. Report Reports are compiled by the BMW Group when similar Cases are identified. These Reports are forwarded to BMW AG and used in the problem solving process. Center personnel are not able to read Reports. Measure Measures are solutions or steps to be applied to a known problem. Measures are typically a response to a problem identified in a Report. To avoid duplication, and to offer technicians a single system to search for technical information, Measures are released as Service Information Bulletins as of July 2005. Service Measures released prior to July 2005 can also be searched along with Service Information Bulletins on the TIS website. 3 Product and Measures Management Aftersales (PuMA) Service Information This module is not meant to be an owner’s manual for PuMA but rather explain the process behind PuMA. Technicians should already familiar with the interface used in PuMA and how to submit PuMA cases. Procedure The Technical Hotline was established to assist center technicians who are faced with difficult to diagnose technical problems. In order to provide proper service to all centers, the following points must be adhered to before contacting the Technical Hotline: • The technician assigned to the vehicle must have training directly related to the vehicle or system. • All available resources must be reviewed; these include but are not limited to: Service Information Bulletins, Service Measures, TIS, DCS messages, Service Round Table, Training manuals, Repair Manual Instructions, DIS Functional Descriptions. Refer to attached Technical Protocol for more details. • Reguired checks must be performed. For example, diagnostic test plans, verifying circuit integrity, power and grounds, and reviewing vehicle service history. Refer to attached Technical Protocol for more details. • The Shop Foreman / Team Leader must be consulted. • Do not contact Technical Hotline if vehicle is not in shop/on property and has not been evaluated using diagnostic eguipment (DIS/GT1). • Your diagnostic tester must have FASTA switched on in order to aid the Technical Hotline Specialist in diagnosis. For more information on FASTA, refer to SI B07 07 01. • Do not contact the Technical Hotline for Warranty approval (other than for automatic transmission replacement). Contact your Market Team where reguired by the Warranty Policies & Procedures Manual. • Do not contact the Technical Hotline for Parts information. The Parts Consultant Group should be contacted by your Parts department at (800) 272-0202. • Do not contact the Technical Hotline for radio security codes. You can obtain the security codes through DCS or faxing in your reguest to 201 930 8424 as per SI B65 05 99. • If you wish to inform us of a guality issue, and no technical assistance is reguired, please utilize PuMA to submit a QC Info (Pink Sheet). Note: PuMA cases not fulfilling the following rules will be rejected and returned without processing. 4 Product and Measures Management Aftersales (PuMA) Once a PuMA case is submitted, it is routed to one of the three departments that per¬ form the role of technical hotline. The three departments are : • Electrical • Chassis • Drivetrain These three departments are comprised of only eleven technical hotline specialists. Each month, they handle approximately 6,100 PuMA cases. A technical hotline specialist is responsible for reading the cases submitted by techni¬ cians and responding in an educated and timely fashion. Not all of the roughly 6,100 cases submitted have the same priority. The cases first read are those that “tagged”by the technicians as urgent. Others are read in the order they arrived in. It is imperative that the cases submitted are directed to the proper department, otherwise delays will definitely result. Example: A technician submits a case on an A/C concern and refers it to the Chassis department. It is case number 70 for the day (for that department). When the Chassis department gets that report, if it is not an urgent case, it has to wait until all cases received before it are answered. The technical hotline specialist might not get to the complaint in several hours until it is noticed that the case should have gone to the Electrical department. The case now has to get forwarded to the Electrical where it will have to wait in line in the order it arrived (might be case number 200 for the day). A report is created on all cases that are related. These reports are analyzed by the engi¬ neering staff in the United States and then forwarded to their colleagues in Germany. 5 Product and Measures Management Aftersales (PuMA) Creating a PuMA Case After exhausting all available resources, please ensure that all cases contain the following information before submitting a case: • A full detailed description of the complaint and whether or not the complaint has been verified. • A detailed description of the operating conditions, environment, road conditions, anything related to the complaint or conditions under which it can be duplicated. The details must sufficient to insure that the person reading your case will be able to understand the situation and or duplicate it if necessary. • Identify any work previously performed during each service visit, for the same complaint. • Results of tests performed, i.e. fuel pressure, fuel mixture adaptations, resistance values. Always provide specific readings, statements such as “in spec” and “good” are not adequate. • When creating a case regarding Automatic Transmissions, please include “GM” or “ZF” in the subject line and the serial number of the installed transmission, in the “Work Performed” field of your case. Also include the transmission fluid level and condition. If the problem concerns shift characteristics, include the specific shift (i.e. 1 -2 or 5-4) that is causing the complaint. • Where fault codes are stored, include the name of the module concerned in “prob¬ lem description” and the actual fault codes in the “fault code” box. 6 Product and Measures Management Aftersales (PuMA) Product and Measures Management Aftersales (PuMA) Construction Groups Below you will find a list of construction groups covered by each of the Technical Hotline groups. Please use this list when creating your case to select the proper Hotline group “Area”. An incorrect Area selection will lead to delays in processing your case. Drivetrain (Area selection Powertrain) 11 Engine 12 Engine Electrical including DME, cruise control, starting and charging systems 13 Fuel Systems 16 Fuel Supply Systems including tank senders 17 Cooling Systems 18 Exhaust Systems 21 Clutch 22 Engine and Transmission Mounts 23 Manual Transmission including SMG 24 Automatic Transmission including EGS and AGS 25 Gear Shift Mechanism 26 Drive Shaft 27 Intermediate and Special Transmission 33 Rear Axle Differential and Output Shafts Electrical System (Area Selection Electrics/Electronics) 09 Coding and Car Key Memory 61 General Electrical Systems including EWS, Central Locking and Power Windows 62 Instruments 63 Lights 64 Heating and A/C 65 Sound Systems, Alarms, Monitors, PDC 66 Remote Control Systems 72 Safety Restraint Systems 84 Phones, Navigation Systems 8 Product and Measures Management Aftersales (PuMA) Chassis (Area Selection Chassis and Suspension) 31 Front Axle 32 Steering and Wheel Alignment including Servotronic and steering column 33 Rear Axle excluding differential and output shafts 34 Brakes and Stability Control Systems including ABS, ASC+T, DSC and DTC 35 Pedals 36 Wheels and Tires including flat tire monitoring system 37 Special Suspension Systems such as EDC and EFIC Body (Area Selection Body and Trim) 41 Body 51 Body Eguipment including mirrors and doors 52 Seats including fitted electrical components 54 Special Roofs including sunroof and convertible top with fitted electrical components 97 Corrosion Protection 99 Paint Work Note: Laminated cards reflecting the technical groups and their subjects was sent out free of charge to all centers to the attention of the BMW Service Manager. Additional copies may be ordered under SD92-201 through BMW TIS website as per SI B10 02 02. 9 Product and Measures Management Aftersales (PuMA) Procedures Flowchart 10 Product and Measures Management Aftersales (PuMA) Procedures Flowchart (continued) 11 Product and Measures Management Aftersales (PuMA) Examples Case 1 Case additions Case no. Subject 1234567 X5 3.0 LOW OIL LIGHT ON Status date Status Date created 01/02/05 In process by tech. Office 01/01/05 Dealer Organization 123456, BMW of Place US, CAR Reporter Phone no. / Availability (from/to) Technician Case 1 5551234567 VIN no. (last 7 digits) Vehicle identification no. AB12345 1ABCD123E4FG56789 Details | | FBM E series Engine Production date E53 M54 12/4/02 Gearbox Model First registration AUT X5 3.01 10/6/03 Country version Body Steering USA GEFZG LL Engine number Gearbox number 28695210 0752172RXU Mileage Workshop visits 24208 mis 2 Fault Fault location Nature of fault Condition Drive, Engine Fails to operate, Switch-off Engine operation, Engine off Defect Main group 12 Engine Electrical System Subgroup 61 Oil pressure, oil temperature, oil level indicator Location 00 Thermal oil level sensor (TOENS) Defect Code Defect text 1261001400 Thermal oil level sensor (TOENS) occasional malfunction Module Area Fault code 40-44 Electrics/Electronics Measure performed 12 Product and Measures Management Aftersales (PuMA) Case 1 (continued) Measure no. Subject Customer complaint (in customer's own words) CHECK ENG OIL LEVEL MESSAGE COMES ON WHEN TURNING OFF CAR Workshop fault description and presumed cause INCORRECT SIGNAL FROM OIL LEVEL SENSOR. PERFORMED SHORT TEST NO FAULTS IN DME Work performed REPLACED OIL LEVEL SENSOR Work performed effective Tester diagnosis performed No Yes Urgency Reply requested Released Measure Measure no. Subject Assigned report Subject 7654321 Technical - Unjustified Case I View Previous recommendations/queries/additional information Additional information 01/02/05 9:44AMEST Technical Hotline Specialist This is covered in SI B 11 07 03. New Additional information Vehicle return From 123456, BMW of Place Tech. Office ref. case No To Ref. case AG No Date Keep defective part No Internal note © 2002-2004 BMW OF NORTH AMERICA, LLC. ALL RIGHTS RESERVED. 13 Product and Measures Management Aftersales (PuMA) Case 2 Case additions Case no. Subject 1234567 grinding/clciking noise from transmissin Status date Status Date created 01/02/05 In process by tech. Office 01/01/05 Dealer Organization 123456, BMW of Place US, CAR Reporter Phone no. / Availability Technician Case 2 (from/to) (555) 123-4567 VIN no. (last 7 digits) Vehicle identification no. AB12345 1ABCD123E4FG56789 | Details | | FBM | E series Engine Production date R50 W10 9/21/02 Gearbox Model First registration MECH COOPER 10/28/02 Country version Body Steering USA COUPE LL Engine number Gearbox number D366Q228 2076354PNA Mileage Workshop visits 32509 mis 1 Fault Fault location Nature of fault Condition Drive, Gearbox, Manual transmission Noise Gear/driving position, In gear/driving position Defect Main group 23 Manual Transmission Subgroup 00 Manual gearbox (symptom defect codes) Location 01 Manual transmission in 1st gear Defect Code 2300013900 Module 47 Defect text Manual transmission in 1st gear unpleasant noises Area Fault code Powertrain 14 Product and Measures Management Aftersales (PuMA) Case 2 (continued) Measure performed Measure no. Subject Customer complaint (in customer's own words) Rattle noise while in gear Workshop fault description and presumed cause Clicking grinding noise while in 1st 2nd gears. Noise goes away while cluth is pushed, or in neutral. Noise is heard while driving in a straight line and or turning. Transmission creating noise. Work performed n/a Work performed effective Tester diagnosis performed No No Urgency Reply requested Released Measure Measure no. Subject Assigned report Subject 7654321 Technical - Unjustified Case View Previous recommendations/queries/additional information f Additional information 01/02/05 4:01 PM EST Technical Hotline Specialist Please do something. Axles OK? Clutch OK? See SI MOO 03 02 New Additional information Vehicle return From 123456, BMW of Place Tech. Office ref. case No To Ref. case AG No Date Keep defective part No 15 Product and Measures Management Aftersales (PuMA) Case 3 Case additions Case no. Subject 1234567 CHECK ENGINE LIGHT AND ENGINE STALLING Status date 01/01/05 Status In process by tech. Office Date created 01/01/05 Dealer 123456, BMW of Place Organization US, CAR Reporter Technician Case 3 Phone no. / Availability (from/to) 1ABCD123E4FG56789 VIN no. (last 7 digits) Vehicle identification no. AB12345 1ABCD123E4FG56789 Details | | FBM | E series E60 Engine N52 Production date 6/20/05 Gearbox AUT Model 5301 First registration 8/10/05 Country version USA Body LIM Steering LL Engine number 04235981 Gearbox number 0311066ZMH Mileage 1621 mis Workshop visits 1 Fault Fault location Power supply Nature of fault Operates incorrectly, Charging state Condition Time, Continuous Defect Main group 12 Engine Electrical System Subgroup 31 Alternator with drive and mount Location Defect Code Defect text Module Area Powertrain Fault code Measure performed 16 Product and Measures Management Aftersales (PuMA) Case 3 (continued) Measure no. Subject Customer complaint (in customer's own words) C/S vehicle stalls at stops and when it does the check engine light comes on Workshop fault description and presumed cause found fault stored in dme 2DED Work performed checked the battery and charging system with a midtronics and found system to be good Work performed effective Tester diagnosis performed No Yes Urgency Reply requested Released Measure Measure no. Subject Assigned report Subject 7654321 Technical - Unjustified Case View Previous recommendations/queries/additional information Additional information 9/8/05 10:31 AM EST Technical Hotline Specialist New s/w will be available on time as the SIB states. Additional information 9/7/05 2:07 PM EST Technician Case 3 New FASTA should now be in Additional information 9/6/05 6:28 PM EST Technical Hotline Specialist OK thank you they are the details that were missing. Also the most recent FASTA data is from 6/3/05. Additional information 9/6/05 6:19 PM EST Technician Case 3 I had checked the si related directly to the fault code, it says that there is no fix for the fault at this time, I followed the rest of the sib and checked the battery and the charging system, there was nothing abnormal about it. the only fault stored in the DME the one I have put in the case, so I then consulted with my shop foreman “Junior” and he asked me to writea Puma case to see if there was more that you have learned that was not included in SI 61-06-05 or anything else that I should check that would be related to the fault. Battery and charging test is as follows 11,99v 846cca, starter test 10.62v normal charging test load off 13.53v, load on 13.47v, diode ripple normal. f Additional information 9/6/05 4:21 PM EST Technical Hotline Specialist Follow SIB 00 04 02 New Additional information 17 Product and Measures Management Aftersales (PuMA) Case 4 Case additions Case no. Subject 1234567 fault code 026 multplicative mixture bank 1 Status date Status Date created 01/02/05 In process by tech. Office 01/01/05 Dealer Organization 123456, BMW of Place US, CAR Reporter Phone no. / Availability (from/to) Technician Case 4 (555) 123-4567 VIN no. (last 7 digits) Vehicle identification no. AB12345 1ABCD123E4FG56789 Details | | FBM E series Engine Production date E53 M62/TU 6/23/00 Gearbox Model First registration AUT X5 4.41 7/21/00 Country version Body Steering USA GEFZG LL Engine number Gearbox number 51022267 0306989ZUP Mileage Workshop visits 53462 mis 4 Fault Fault location Nature of fault Condition Drive, Engine Operates incorrectly, Running behavior Engine operation, Engine on Defect Main group 13 Fuel Preparation and Regulation Subgroup 72 Air flow Location 01 Clean air flow (after air filter) Defect Code Defect text 1372014800 Clean air flow (after air filter) leaking Module Area Fault code 40-44 Powertrain Measure performed 18 Product and Measures Management Aftersales (PuMA) Case 4 (continued) Measure no. Subject Customer complaint (in customer's own words) ses light on Workshop fault description and presumed cause tested system found fault 026 multiplcative mixture adaptation bank 1 control limit reached Work performed injectors have been replaced intacke manifold has been reseald fault seems to take around 200 miles to come back Work performed effective Tester diagnosis performed No Yes Urgency Reply requested Released Measure Measure no. Subject Assigned report Subject _ 7654321 Technical - Unjustified Case I View Previous recommendations/queries/additional information Additional information 01/01/05 12:10 PM EST Technical Hotline Specialist Follow SIB 00 04 02 New Additional information Vehicle return From 123456, BMW of Place Tech. Office ref. case No To Ref. case AG No Date Keep defective part No Internal note © 2002-2004 BMW OF NORTH AMERICA, LLC. ALL RIGHTS RESERVED. 19 Product and Measures Management Aftersales (PuMA) Case 5 Case additions Case no. Subject 1234567 no crank / no start Status date Status Date created 01/01/05 In process by tech. Office 01/01/05 Dealer Organization 123456, BMW of Place US, CAR Reporter Phone no. / Availability (from/to) Technician Case 5 (555) 123-4567 VIN no. (last 7 digits) Vehicle identification no. AB12345 1ABCD123E4FG56789 | Details ) | FBM ) E series Engine Production date E60 M54 1/26/04 Gearbox Model First registration AUT 5301 2/27/04 Country version Body Steering USA LIM LL Engine number Gearbox number 34133202 0072546ZDP Mileage Workshop visits 25570 mis 2 Fault Fault location Nature of fault Condition Drive, Engine Fails to operate, Start Time Defect Main group 12 Engine Electrical System Subgroup 71 Electronic control unit Location 00 Control unit for electronic engine output control (EML) Defect Code Defect text 1271001400 Control unit for electronic engine output control (EML) occasional malfunction Module Area Fault code 40-44 Powertrain Measure performed 20 Product and Measures Management Aftersales (PuMA) Case 5 (continued) Measure no. Subject Customer complaint (in customer's own words) customer reports no start/crank condition Workshop fault description and presumed cause see below Work performed last in for this concern on 8/25. complete cip update was done to rectify concern, i having the folder pulled so i can see the diag report, the diag report has only 1 fault stored in the entire vehicle, fc #abca in m-ask-bo. i'm waiting to hear from the customer to see if they use different keys on this car. any tis sib’s don't apply because i have no faults, i haven’t duplicated the concern yet either, the car was towed in for this but started right up for me Work performed effective Tester diagnosis performed No Yes Urgency Reply requested Released Measure Measure no. Subject Assigned report Subject 7654321 Technical - Unjustified Case View Previous recommendations/queries/additional information Additional information 9/12/05 12:23 PM EST Technical Hotline Specialist Follow SIB 00 04 02 New Additional information Vehicle return From 123456, BMW of Place Tech. Office ref. case No To Ref. case AG No Date Keep defective part No Internal note 21 Product and Measures Management Aftersales (PuMA) Case 6 Case additions Case no. 1234567 Status date 01/01/05 Dealer 123456, BMW of Place Subject CONVERTIBLE TOP STUCK. Status Recommendation approved Organization US, CAR Date created 01/01/05 Reporter Phone no. / Availability (from/to) Technician Case 6 (555) 123-4567 VIN no. (last 7 digits) AB12345 Vehicle identification no. 1ABCD123E4FG56789 Details | [ E series Engine Production date E46 M54 1/25/02 Gearbox Model First registration AUT 325CI 2/28/02 Country version Body Steering USA CABRIO LL Engine number Gearbox number 27969978 0517663ZTT Mileage Workshop visits 29497 mis 2 Fault Fault location Nature of fault Condition Body, Convertible top Fails to operate, Open Switched-on systems Defect Main group 54 Slide/Tilt Sunroof+Convertible Top Subgroup 34 Convertible soft-top, motorized Location 12 Wiring harness, convertible top/rear window defogger Defect Code Defect text Module Area Fault code 05. EK Electrics/Electronics Measure performed 22 Product and Measures Management Aftersales (PuMA) Case 6 (continued) Measure no. Subject Customer complaint (in customer's own words) THE CUSTOMER STATES THAT THE CONVERTIBLE TOP IS STUCK OPEN. Workshop fault description and presumed cause FOUND CONVERTIBLE TOP STUCK OPEN WHEN BRINGING VEHICLE INTO THE SHOP. Work performed PEFORMED DIS TEST, FOUND POWER SUPPLY TO SWITCH S142 AND S145 FAULTY. CHECKED WIRES TO SWITCHES S142, S145. FOUND WIRE GN/WS DAMAGED. I TRIED TO REPLACED THIS WIRE BUT HAVING PROBLEM RUNNING THIS WIRE. SHOULD I REPLACE THE WHOLE HARNESS TO FIX THIS PROBLEM? Work performed effective Tester diagnosis performed Yes Yes Urgency Reply requested Released Measure Measure no. Subject Assigned report Subject 7654321 Technical - Unjustified Case View Previous recommendations/queries/additional information r Recommendation 9/12/05 10:51 AM EST Technical Hotline Specialist WILL NOT BE PROCESSED Case already contains effective diagnosis and repair/results New Additional information Vehicle return From To Date BMW of Place Tech. Office ref. case Ref. case AG Keep defective part No No No Internal note 23 Product and Measures Management Aftersales (PuMA)