Table of Contents Product and Measures Management Aftersales Subject Page Introduction .3 QC Info.3 Case.3 Service Information .4 Procedure .4 Creating a PuMA Case.5 URGENT PuMA CASE.7 Construction Groups.9 Drivetrain (Area Selection: Powertrain) .9 Electrical System (Area Selection: Electrics/Electronics) .10 Chassis (Area Selection: Chassis and Suspension) .10 Body (Area Selection: Body and Trim) .10 General .11 Procedures Flowchart.12 Examples.14 Case 1 .14 Initial Print Date: 2/06 Revision Date: 05/10 Product and Measures Management Aftersales (PuMA) ■BIEETIMES 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 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 guality 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. 3 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 PuMA 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 follow¬ ing points must be adhered to before submitting a PuMA case: • 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. • Service Managers, Shop Foremen and/or Team Leaders are the only BMW center personnel who can submit regular PuMA cases. Note: All technicians who have completed the reguired training for the vehicle or system in guestion can still submit TeileClearing cases in PuMA. Please refer to SI BOO 03 07 (PuMA Enhancements forTeileClearing Process). • The vehicle must be in the shop. In order to aid the Regional Technical Engineer in diagnosis, your diagnostic tester must have transmitted FASTA data indicating that all relevant test modules have been completed. When not to submit a PuMA case: • A PuMA case should not be submitted for Warranty approval except for Enhanced Technical Support (refer to SI BOO 03 06) or other specific issues noted in DCS messages or Service Information Bulletins. • A PuMA case is not authorization for a warranty repair or work time, nor is it needed to validate test module results. Contact your Market Team where reguired by the Warranty Policies & Procedures Manual. PuMA • For Parts-related problems and information, the Parts Consultant Group should be contacted by your Parts department at (800) 272-0202 • 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). 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 adeguate. • 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. Use Capital let¬ ters only. • When a fuse is affected/blown please include the fuse number as a fault code. Use the format capital F###. As an example, if fuse 55 is blown please include this fault as F55 in the "fault code" box (see illustrations FC). 5 PuMA Note: PuMA cases not fulfilling the above mentioned rules will be rejected and returned without processing. Faxed-in requests will no longer be processed. The response will be shown by a green diamond next to the case in your PuMA inbox. If you resubmit your case for any reason, your case will be given a new time stamp. As a result, your response may be delayed because cases are processed on a first-in, first-out basis. When the vehicle complaint is corrected, update your case with detailed results. 6 PuMA URGENT PuMA CASE Only shop foremen or service managers may submit "Urgent" cases. In the event of a critical issue, submit a PuMA case and mark it as "Urgent". Then call your Regional Technical Engineer. The RTE will provide technical support via phone and then update the PuMA case at the next opportunity. This rapid response is only possible under the following conditions: • Applies only to critical cases reguiring immediate response. • A direct callback number (such as a cellular phone) is provided in the "Phone Number" field. • The reason the case is urgent is specified in the "Customer Complaint" field. • Occurs during BMW of North America, LLC business days. 7 PuMA Construction Groups Below you will find a list of construction groups. Please use this list to select the proper "Area" when creating your case. Drivetrain (Area Selection: Powertrain) 11 Engine 12 Engine Electrical including DME, starting and charging systems (For defect categorization of cruise control issues, use 6571.) 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 GearShift Mechanism 26 Drive Shaft 27 Intermediate and Special Transmission 31 Front Differential and Output Shafts 33 Rear Axle Differential and Output Shafts 71 Tools and Accessories (Engine-Chassis) 9 PuMA 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 Audio, Navigation, Monitors, Alarms, SRS 66 Distance Systems, Cruise Control, Remote Control 72 Safety Belts and Accessories (Body) 84 Communication Systems 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 EHC 71 Tools and Accessories (Engine-Chassis) 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 compo¬ nents 97 Corrosion Protection 99 Paint Work 10 PuMA General 06 Service Roundtable 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. For additional information regarding BMW Group Technical Support please refer to bulletin SI BOO 04 02. 11 PuMA Procedures Flowchart 12 PuMA Procedures Flowchart (continued) 13 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 14 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 | View | Previous recommendations/queries/additional information f 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. 15 PuMA