®

AfterSales Training
Porsche Quality Information System
PQIS Workbook


Porsche AfterSales Training
Student Name: ________________________________________________
Training Center Location: ________________________________________________
Instructor Name: ________________________________________________
Date: ___________________

© 2011 Porsche Cars North America, Inc. All Rights Reserved. Reproduction or translation in whole or in part is not permitted
without written authorization from publisher. AfterSales Training Publications
Dr. Ing. h.c. F. Porsche AG is the owner of numerous trademarks, both registered and unregistered, including without limitation
the Porsche Crest®, Porsche®, Boxster®, Carrera®, Cayenne®, Cayman™, Panamera®, Tiptronic®, VarioCam®, PCM®,
911®, 4S®, FOUR, UNCOMPROMISED.SM and the model numbers and distinctive shapes of Porsche's automobiles such as,
the federally registered 911 and Boxster automobiles. The third party trademarks contained herein are the properties of their
respective owners. Specifications, performance standards, options, and other elements shown are subject to change without
notice. Some vehicles may be shown with non-U.S. equipment. Porsche recommends seat belt usage and observance of traffic
laws at all times. Printed in the USA
Part Number - PNA PQI 004 B

Edition - 12/11


Table of Contents
Contents

Page

General Information
Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.1
Logging Into PIWIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.2
PIWIS News Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.3
Vehicle Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.5
Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.6
Parts Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.7
Information Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.8
Graphic Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.12
Part Identfier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1.16
Service Advisor
Starting The Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2.1
Job Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2.4
Shop Foreman/Technician
Technical Evaluation – This should be completed by the Shop Foreman/Technician . . . . . . .3.1
Tread Act Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3.3
Technician
Cause – This should be completed by the Technician . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.1
Warranty
Correction – This should be completed by the Service Department . . . . . . . . . . . . . . . . . .5.1
Parts
Getting to PET – This should be completed by the Parts Specialist . . . . . . . . . . . . . . . . . .6.1
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.2
Selecting The Part . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.4
Reference
Vehicle Analysis Protocal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.1
Vehicle History Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.2
Scope of Labor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.4
Labor Operation Calculator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.5

Activities List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.7
Job Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.8
Submission of Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.8
Most Frequently Used Part Identifiers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.11
Part Identifier/Location Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.12
Graphic Navigator Segments
Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.15
Transmission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.17
Chassis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.18
Passenger Compartment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.20
Electrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.21
Body . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.23

Porsche Quality Information System



Foreword

The AfterSales department of the modern Porsche dealership is a very complicated and fast paced
environment. Technology changes have affected nearly every aspect of the automotive business.
This trend will certainly continue in the coming years.
At Porsche we are always striving to improve product Quality and Customer Satisfaction. In order
to accomplish this, there needs to be a clear communication path linking actual customer complaints
to the Porsche Engineers responsible for research and development. The established “historical”
methods did not always guarantee the information flow was always accurate. Often key repair information was left out or not understandable.
PQIS is an integral component of the PIWIS Information System. PQIS allows a user to methodically
record and manage working procedures in the Porsche dealership. The PQIS system was designed in
conjunction with Porsche Engineers to be able to provide them with your direct repair information,
making a major contribution to future product quality! PQIS is also the first step in documenting and

booking warranty jobs.

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Page 1.1


General Information
Logging Into PIWIS

The Home Page of the Porsche Partner Network (PPN) is displayed after initial login.
The ‘Porsche Infoport’ (bulletin board) contains bulletins which must be read before the start of any other application. All new
bulletins that a user receives, either because of his job role or because he has subscribed to them, are displayed 5 news
items to a page. As soon as a user has read (opened) a news item, it then disappears from the Infoport.

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Porsche Quality Information System


General Information
PIWIS News Bulletins

For access to both current and previously read news bulletins, a ‘News Archive’ is available. Also, short cut links are
displayed in the right column of the Home Page as well as articles at the top of the screen that time out after a set period of
time.

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General Information
PIWIS News Bulletins

From the ‘Online Systems’ link, select ‘PIWIS Information System’.

News is automatically displayed whenever you log in to the PIWIS information system or click on the start page. News
displays a list of newly available documents. You can use the News settings function in the top navigation bar to customize
this list. If you click on the "RELOAD" button you can find out whether any new documents have arrived in the meantime.

Important!
• You can only remove a document from the list by opening it.
• After opening the document, it will be automatically deleted from the list.

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Porsche Quality Information System


General Information
Vehicle Identification
Certain functions in the PIWIS information
system require vehicle identification, which
means that before you can use these
functions you need to indicate a specific
vehicle.

You can identify a vehicle in a number of ways:
• Identification via VIN (Vehicle Identification Number)

• Identification via vehicle data (model range, order type, model year, etc.)
• VIN information (pure information function for quickly displaying vehicle data)
• Vehicle history (pure information function for displaying vehicle history)

Please Note:
In order to use PIWIS for a specific VIN
without creating a PQIS job, simply select
the ‘Identification via VIN’ option from
the ‘Vehicle Identification’ link. Enter the
VIN then the ‘CONTINUE’ button.

Once the system recognizes the VIN in the
‘General Data’ field, the user can then
select options from the left navigation bar
for specific information for the VIN entered.

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General Information
Campaigns

To display the list of campaigns identify the VIN through ‘Identification via VIN’ unless in an active job. If in an active job the
VIN has already been identified therefore campaigns will be displayed. The relevant vehicle is displayed in the top table. Campaigns that are open or resolved will appear. To review details of a campaign, click on the ‘Campaign Number’ link.
Buttons appear which can be used to obtain the following information:
• Parts to be replaced without fail
• Notes and warnings
• Job description

• Special tools/workshop equipment
• Technical values
• Job note
• Attachments
• Damage codes
• Labor operation
Checking for Campaigns
• It is imperative that campaigns (recall campaigns and workshop campaign/service actions) are checked when a PQIS job is
opened. Failure to perform a recall/service action will result in the claim payment to be delayed or rejected.
• Campaign bulletins that start with 'A' are, generally, recalls due to safety or emissions issues. Campaign bulletins that start
with 'W' are, generally, workshop campaigns (service actions) issued by Porsche Cars. Unless specified in the bulletin,
campaigns do not have an expiration date. This means regardless of the age of the vehicle, the campaign will be accepted
by PCNA.
• It is imperative when documenting a campaign on a repair order that the proper terms are used. Not all campaigns are
recalls therefore it is important to document precisely what was performed.

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Porsche Quality Information System


General Information
Parts Selection

The "Parts selection" function provides you with access to parts information.
The Parts selection function offers the following options:
• Parts catalog: this is used to call up the parts catalog application
• Parts search: this is used to search for parts by part number
• Local parts: this is used to specify your own parts for the workshop


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General Information
Information Media

The "Information media" function contains the technical information (information media) for Porsche vehicles. This includes
all the information media currently being managed in the PIWIS editing system.
The "Information media" function contains the following information media:
• WM Workshop Manual
• TI Technical Information
• TSI Technical Service Information
• TEQ Tequipment
• WD Wiring diagrams
• OWM Owner's Manual
• LO Labor Operation List
• DC Damage Codes List
• ETM Emission Test Manual
• PM Paint Manual
• EM Environment Manual
• WEST Workshop Equipment Manual
• MC Manufacturer's certificates
• DIAG Diagnostic information

Page 1.8

Select Next to see second page of choices (Red Arrow).


Porsche Quality Information System


General Information
Document Search

The "Document search" function offers you a variety of document search options.
The following search options are available:
• Standard search: Term-based search for a particular vehicle.
• Graphic search: Simple search by clicking on a main group/repair group/component.
• Global search: Term-based search using any vehicle data.
• Content search Term-based search in the current window above the bottom navigation bar.
Standard Forms

The "Standard forms" function contains the important forms used every day in the workshop. You can print these forms and
add test and measurement results manually.
The following standard forms are available:
• Battery document
• PCM defect report
• Major maintenance
• Minor maintenance
• Sales check
• Condition Report/Long-life Guarantee
• Oil Change Service

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General Information
User Functions

User functions relate only to your individual account. Your settings, document notes and document bookmarks are not visible
to other users.
The following user functions are available:
• News - informs you about new documents available in the PIWIS information system.
• Document notes - displays a list of notes, which you have added to documents.
• Document bookmarks - displays a list of your bookmarks, which you have insertedin documents.
• Feedback - to send information to the PIWIS information system support team.
• Account data - contains the information which you have used to register as a user in the PIWIS information system.
• News settings - determine which information medium will be displayed under News.

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Porsche Quality Information System


General Information
General Functions

General functions contain basic information about the PIWIS information system.
The following general functions are available:
• Help - displays the online help for the PIWIS information system.
• FAQ (Frequently Asked Questions) - provides quick answers to the most important questions about the PIWIS information
system.
• System requirements - displays the hardware and software requirements which are necessary for the PIWIS information
system.
• About (version data) - displays the version data for the PIWIS information system.
• Disclaimer - displays the disclaimer for the PIWIS information system.

• Imprint - displays the imprint page for the PIWIS information system.

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General Information
Graphical Navigator
The Graphical Navigator helps you to select repair relevant vehicle parts (code a job line) in PQIS. For this purpose, the
Graphical Navigator offers three possibilities to code a job line in PQIS: a Search Functionality, a Navigation Tree and a
Graphical Navigation.

You can make use of the functions of the graphical navigator while creating Quality Lines, adding LOs to the Scope of
Labor and encoding damage codes.

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Porsche Quality Information System


General Information
Search Functionality
Select a vehicle part either by Part ID or by Part Name through the search functionality.

1. Enter any Part IDs or Part Names into the search box.
2. The system displays suggestions which are conform to the entered search criterion. You can select any suggestion by a
clicking.
3. Click on the ‘magnifying glass’ button to initiate a query. The results will be displayed in the Result List.


Navigation Tree
The navigation tree shows the hierarchical structure of the respective
catalog. Vehicle parts are sorted numerically.
• The navigation tree includes several categories of a vehicle to be
selected.
• Click on a category to open the next lower level of the vehicle.
•
in front of a vehicle part signalizes that you are arranged on the
lowest level of this part.

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General Information
Graphical Navigation
The Graphical Navigation offers the possibility to search for a distinct vehicle part.
Click on an illustration to reach the next lower level
of the selected vehicle part. Repeat this process
until the required vehicle part can be selected. Position
the cursor on any illustration to get additional information about the selected vehicle part.
Furthermore, an illustration will be marked red or
green.
• Illustration marked red: you have reached the lowest
level of the vehicle part.
• Illustration marked green: a lower level of the vehicle
part is existing
By using the respective buttons, illustrations can be
enlarged

downsized
resized to standard size

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Porsche Quality Information System


General Information
Result List
You can use the functions of the graphical navigator in different processes.
• Creation of Quality Lines
• Labor operation list
• Encoding damage-codes
Therefore the results displayed in the Result List differ from each other.
Creation of Quality Lines
Select a vehicle part by using one of the three functions of the Graphical Navigator.

Select the required Customer Complaint, Technical Evaluation or Fault Cause and click on the button “Next” for
further options. Click the button “Save” to save your selection and to go back to the job documentation.
Labor Operation List
Select a vehicle part by using one of the three functions of the Graphical Navigator.

The assigned LOs to the selected vehicle part are displayed in the Result List. Select the required LO through the check boxes
and click on the button “Save” to add the selected LOs to the Scope of Labor.
Encoding Damage Codes
Select a vehicle part by using one of the three functions of the Graphical Navigator.

This can be used as a check for claim processing to WWS. This is not required for claim submission


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General Information
Part Identifier
5 – Body, Lids, Doors
5X Body – General *
50 Body, front
51 Body center, roof, frame
53 Body, rear
55 Lids, flaps
57 Door front, central locking system
58 Door rear, central locking

0 – Complete Vehicle – General
0X Complete vehicle – General *
01 Sales check *
03 Maintenance, diagnostics
08 Symptoms *
09 Porsche system components
1 – Engine
1X Engine – General*
10 Engine - Crankcase, suspension
13 Engine - Crankshaft, pistons
15 Engine - Cylinder head, valve control
17 Engine - Lubrication
19 Engine - Cooling
2 – Fuel System, Exhaust System & Engine Electrics

2X Fuel, exhaust & engine electrics – General *
20 Fuel supply, control
21 Exhaust turbocharging
23 Fuel injection - Mechanical
24 Fuel system - Electronic ignition
26 Exhaust system
27 Starter, power supply, cruise control
28 Ignition system
3 – Transmission, Clutch
3X Power transmission – General *
30 Clutch control
32 Automatic clutch - Torque converter
34 Mechanical gear-shift system - Actuation, housing
35 Mechanical gear-shift system - Gears & shafts
37 Automatic transmission - Actuation, assembly housing
38 Automatic transmission - Gears, control
39 Final drive, differential, differential lock
4 – Chassis, Front Axle, Rear Axle, Brakes, Steering
4X Chassis – General *
40 Front wheel suspension, drive shafts
42 Rear wheel suspension, drive shafts
43 Level control, air suspension, damper control
44 Wheels, tires, suspension & alignment
45 Anti blocking system (ABS)
46 Brakes - Brakes mechanical
47 Brakes - Hydraulic brake system, regulator
48 Steering

6 – Body Equipment, Exterior
6X Body equipment, exterior – General *

60 Sliding roof, tilting roof
61 Hardtop, cabriolet
63 Bumpers
64 Glazing, window control
66 Exterior equipment
68 Interior equipment
69 Passenger protection
7 – Body Equipment, Interior
7X Body equipment, interior – General *
70 Linings, insulation
72 Seat frames
74 Seat upholsteries, covers
8 – Heating, Ventilation, Air Conditioner
8X Air conditioning – General *
80 Heating
82 Auxiliary heating
85 Ventilation
87 Air conditioning
88 Auxiliary air conditioning system
9 – Electrical System
9X Electrical – General *
90 Instruments
91 Radio, stereo, telephone, on-board computer
92 Windshield wiper and washer system
94 Lights, lamps, switches, exterior
96 Lights, lamps, switches, interior
97 Cables
L – Paintwork

* Denotes Workshop Manual and/or Labor Operations


Page 1.16

Porsche Quality Information System


Customer Statement
Starting The Process

Click the ‘Job Management’ link from the left navigation menu of PIWIS.

Select the ‘New Job’ option from the ‘Job Management’ menu.

Enter the ‘Job Name’ and VIN# in the appropriate fields.

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Page 2.1


Customer Statement
Vehicle Breakdown
Beside the quality information provided in PQIS, special attention is paid to the breakdown information within the error
analysis/error elimination processes. When the breakdown option is set in the 'Job management - New Job' screen, the job
is treated and reviewed as a high priority situation. It is critical that 'Vehicle Breakdown' flag is properly set when a breakdown
occurs.
The user has two ways to code a breakdown situation:
• Hard breakdown - Vehicle is not able to drive
• Soft breakdown - Vehicle runs under limited conditions
Hard breakdown - Vehicle not able to drive

Vehicle was not able to be driven by its own power.
• Vehicle was towed to the Porsche Dealer as it was not able to drive due to technical reasons.
• Vehicle would not start but Roadside Assistance was able to repair the car onsite. (Battery jump start, control units reset
with the operation of the PIWIS Tester on-site, etc.)
• Vehicle was towed in because of an explicit customer wish, although it would have been drivable under restricted conditions
(certain circumstances such as vibrations, activated warning messages etc..)
Soft breakdown - Vehicle runs under limited conditions
Vehicle was driven by own power to the Porsche Center, but runs under limited conditions.
• Engine or transmission only run in emergency mode with reduced power.
• The customer was advised by an warning message in the instrument cluster to visit a workshop immediately.
• Technical complaints do not allow a regular operation of vehicle anymore. (E.g. Vehicle cannot be locked, convertible top
cannot be closed)
The 'Vehicle Breakdown' option must be assigned to the specific job line it pertains to. This is done through the 'Job management - Customer statement' segment
The 'Vehicle Breakdown' option can be edited in the 'General Data' tab of the PQIS job.

Page 2.2

Porsche Quality Information System


Customer Statement

Enter the repair order number from the DMS system and mileage. It is imperative to select the ‘Vehicle Breakdown’ option
‘Yes’ if the vehicle was towed in or jump started.
The system will provide general data about the VIN entered.
If a vehicle shows a blocking date in the ‘Blocking date/Identification’ field, this means the vehicle was reported with one
of the four categories below. The dealer must contact their respective Warranty Specialist before performing any warranty
repairs.
B = pre-owned warranty sold to a third party dealer
G = stolen

T = technical modification
V = damaged or salvaged
The ‘New Vehicle Warranty’ and ‘Pre-owned Vehicle Warranty’ fields allow for verification dates for coverage.
If there are open campaigns on the vehicle, there will be a red ‘Yes’ in the ‘Open Campaigns’ field. By scrolling over the
‘Yes’, the system will show all open campaign numbers.
Dealer responsible: Take over support? Yes // No
By answering "Yes" to this question, the following will occur:
•
•
•
•

Vehicle will now be assigned to your dealer's Area of responsibility
Parts for campaigns will be assigned to the responsible dealer
Completion rates of campaigns will be adapted to the current dealer
Warranty period is adapted to the local market (but does not increase in time or mileage than originally given)

The question "Take Over Support?" only appears if the vehicle is assigned to a different dealer which is opening the PQIS
job. Once all fields are entered and information verified, select the ‘Forward’ button.

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Page 2.3


Customer Statement
Job Documentation
Once the General Data is entered and accepted, the next screen is the ‘Active Job’ screen in Job Management. There are
four tabs which appear in the ‘Job Management’ screen:
• General Data – Basic initial job entry information

• Job Documentation – Documentation of information about a VIN
• Vehicle Analysis Protocol – A Vehicle Analysis Log is created and automatically saved when a vehicle diagnosis is carried
out using the PIWIS Tester.
• Vehicle History – Facilitates global availability of all PQIS documented information. This benefit supports every process in
the service right up until repair.
The ‘Job documentation’ option allows a user to categorize a request for repairs or information for a given VIN. This
information is for vehicle records which are not necessarily limited to warranty repairs.

1. Customer Standard – This option is selected when the customer makes the initial request for diagnosis of complaint
and/or repairs.
2. Customer - Add on repair – This option is selected if the customer wishes to add any additional diagnosis of complaint
and/or repairs after the initial customer standard is taken.
3. Dealer Transportation Damage – This option is selected if repairs are necessary due to damage during the transportation process.
4. Dealer Stock – This option is selected if diagnosis and/or repairs are necessary at the pre delivery inspection stage.
5. Dealer Handover – This option is selected if diagnosis and/or repairs are necessary at the dealer handover stage.
6. Dealer Standard – This option is selected if the dealer makes the initial request for diagnosis and/or repairs.
7. Dealer - add on repair – This option is selected if the dealer wishes to add any additional diagnosis of complaint and/or
repairs after the initial customer or dealer standard is taken i.e. extra work is found during service etc. For warranty
purposes the customer must still authorize any extra work added in this category.
8. Documentation – This option is selected if the work carried out is routine (maintenance), if the conclusion is that no
further diagnosis of complaint and/or repairs is necessary i.e. no specific action taken, or there are extra activities related
to the vehicle.
9. Campaigns – This option only appears if an open campaign exists on the VIN.
10. Maintenance – This option is selected if customer has a maintenance performed.

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Porsche Quality Information System



Customer Statement
Job Documentation Categories
The data required for job documentation is divided into 4 categories:
•
•
•
•

Customer Statement – This should be completed by the Service Advisor.
Technical Evaluation – This should be completed by the Shop Foreman/Technician.
Cause – This should be completed by the Technician.
Correction – This should be completed by the Service Department

The Warranty Administrator/Booker must review and transfer the PQIS job to the ‘Warranty Processing’ interface for
submission to the World Warranty System (WWS).
Customer Statement – This should be completed by the Service Advisor.
This data is derived directly from information available from the customer. This includes issue location, symptoms, information
gathered from a series of questions and answers and an assessment of the importance to the customer.
Data Entry
Select the desired section (Customer - standard) from the job documentation drop down menu.

Porsche Quality Information System

Page 2.5