Elegant quality management for elegant cars

Sometimes changes imposed from the outside are an advantage and sometimes they are rather problematic. Take BMW Group Switzerland, for example. In the late nineties, a good 90 BMW garages relied on electronic quality management with IQSoft from IQS AG in Zofingen. A cooperation that worked very well for the Swiss representatives of the German noble mar ket for over 10 years. Then the cooperation came to a standstill, because the requirements of the parent company from Germany led to the application of new quality management programs again and again.

And yet, the BMW showroom in Dielsdorf recently decided to reactivate IQSoft, this time in the modern web-based version. Was um? Erich Kreienbühl, Head of Aftersales: "We never really warmed up to the innovations and especially to the last of the mandatory systems. It didn't fly, as they say. In the end, we had two or three programs running in parallel, and I thought: this can't be it." Markus Schmid, Head of Finance and Administration, adds: "We were not convinced by the last solution recommended by the Group, because our team could not change processes themselves. Someone had to be called in each time. Not exactly efficient."

Back to the quality roots
Erich Kreienbühl: "We realized that we had to do something and now we have the green light to work more with IQSoft. Why the step back to the former first choice? Kreienbühl says quite simply: "It's still a great program. In addition, it is quite easy for the employees. A system like this has to live from the inside out."

What's the matter?
Erich Kreienbühl: "Test and equipment management always worked well with the 'old' IQSoft. The new, web-based version was also quickly accepted by the employees after a short training session. On the other hand, there is great potential for improvement in audits, especially in the area of verifiability. We recently experienced this in concrete terms with some partner companies, for example in facility management. Their documentation is completely inadequate. Auditors asked for documents. And then the search began in various folders. We were in a bad position as a company. That's exactly why I wanted standardization."

Conquer the mountain in small steps
As mentioned at the beginning, BMW Dielsdorf has known the "old" IQSoft (not web-based) for many years. However, the transition to the new version went smoothly. Erich Kreienbühl and Markus Schmid see the challenge in a different place: the new orientation is a major challenge.

Kreienbühl: "We have to rebuild the system. After all these years with different systems, our documents do not look uniform. We are clarifying what we are taking with us and what we no longer need. The process map also provides crisp

"If you can operate a PC, you can operate IQSoft."

To do. We're even redrawing the otherwise well-established ICS processes." Both managers are working 'on the side' on these tasks and cannot set the pace they have in mind. Their tip to any company redesigning its quality management: "Free up someone to pull the strings every day and not be constrained by day-to-day operations."

Focused work pays off
Hans-Peter Kost, Chairman of the Board of IQS AG: "We see the situation described by BMW in many companies. However, if the integration of a new quality management software takes too long, it gnaws at the motivation. I recommend allowing a few months for planning the processes and adapting the documents. By the time the software goes live, 95 % of the work has been done. As soon as the program is up and running, the company immediately saves an enormous amount of time, while quality automatically increases. At this point the quality manager becomes the controller of the system. In our experience, he then only needs about four hours a week to maintain the applications."

Advice pays off
For companies that cannot afford or do not want to have their own quality manager for the basic work, Kost offers a simple and logical tip: "Take advantage of the advice offered by your provider! Why should you do everything on your own when you are pressed for time? Your advisor does not have to be on site every day. But regular support is definitely worthwhile at the beginning. You can then lay everything out on the table and plan how to proceed."

Order and accelerate
Processes, documents, checklists, instructions, forms and more: In the future, BMW Diels dorf would like to manage a good 120 processes and the associated documents with IQSoft. Markus Schmid: "In my department alone, I have several folders full of contracts. I expect IQSoft to give me immediate access to conditions, waiting periods, validity periods and more.

Focus on broad and deep use
Erich Kreienbühl's current favorite: working with meeting management to organize his numerous appointments. Hans-Peter Kost recommends combined use in this context: "Classic minutes are often not read. If you connect your meeting management with the processes and the CIP, nothing will be forgotten. Markus Schmid agrees: "There is more commitment right away. Quali tatively, we therefore focus on breadth and depth."

Subgoal achieved
BMW Dielsdorf was able to revitalize the continuous improvement process (CIP) in a short time. Erich Kreienbühl: "The web-based IQSoft brought a breath of fresh air, especially in the area of action management. The allocation of tasks is very clearly structured. You can see right away who is implementing something and who is not. Kreienbühl: "I can give a task to any of our 150 people. A few mouse clicks are all it takes and they can get started. Anyone who can operate a PC can also operate IQSoft.

Role model middle management
BMW Dielsdorf sees its old, new soft ware as a huge opportunity. It is therefore logical that the "Continuous Improvement" project was recently introduced at the department head level. Kreienbühl: "After half a day of training by IQS AG, I created a basic structure and told my colleagues: 'Tell me what else should be changed'. And now the system is running in the plant, spare parts warehouse and customer service areas. We receive a lot of reports, especially on this last topic."

allow for staff turnover
First-class digital quality management survives every change of personnel, even in management. Because a good solution is virtually self-explanatory for new team members. Also recommended: a larger group of senior employees as active users. This creates stability during vacation absences and eliminates the loss of knowledge in the event of personnel changes in management.

Optimistic conclusion
After their initial successes, Erich Kreienbühl and Markus Schmid have set themselves high goals: "Of course, the effort is high. But after the inadequate predecessors of the last few years, we now finally have a system that can serve all employees. IQSoft is really good. As soon as we saw the new, web-based version for the first time, we knew: We could use this!" In other words, elegant cars deserve elegant quality management. IQSoft fits the bill.