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Digitization and Automation
What Exactly
Does Quality Mean,
E-mobility, connectivity, and digital services are transforming customer experience. That means Porsche’s quality assurance work also has to keep on developing.
Frank Moser lives and breathes quality. “We have to keep developing all the time, not just to address the greater complexity in quality-related matters, but also to keep improving ourselves. That is my aim,” says
Porsche’s forty-nine-year-old head of corporate quality. Mos- er’s high aims serve his work well. But no matter how clearly he formulates them, they’re anything but easy to achieve. As cars become more complex, so too do the demands on quality assurance. They are becoming more varied and intricate.
In the past, customers have based their assessment of the Porsche brand on their impression of the cars’ overall quality. In the future, however, they will increasingly consider additional matters such as software, connectivity, and ser- vices. “Connectivity will become ever more important, both for the components within a car, and between the car and its environment,” says Moser. The number of software modules and the demands placed on them are increasing all the time. And more functions will be shifted from hardware to soft- ware. “That’s why it’s important for us at corporate quality to address these changes and keep expanding our software quality processes. Digitalization and smart mobility are also fueling changes in quality management.”
78 Porsche Consulting The Magazine
To keep pace with the increasing level of connectivity and the speed of developments in digitalization, Porsche has based its corporate quality processes and structures on func- tions and systems. “Employees used to be responsible for particular components. Today they monitor entire functions,” explains Moser. Corporate quality now also has a smart mobil- ity section, which focuses exclusively on services.
This means that Porsche’s corporate quality department now needs new types of experts such as software special- ists. And new tools. Many methods from the past have proved themselves well and will continue to be used. “But we also need new ones,” says Moser. “And digitalization offers a good opportunity for this.” For example, Porsche evaluates data with a new advanced analytics platform, whereby experts use machine-learning technologies to automatically cluster customer complaints. The advantage here is that the system is much quicker at detecting quality issues, which enables the company to respond much more quickly itself.
Damage and wear often correlate with ambient conditions like humidity, temperature, and a variety of other climate-
“Superior quality is a
key component of the
Porsche brand identity,
and our customers are
justified in expecting it.”
Head of Corporate Quality, Porsche
Frank Moser
joined Porsche in 1996 after earning a degree in mechanical engineering. Today he heads one of the company’s most exciting departments. As he puts it, “We’re involved in every stage of the projects, from design and develop- ment to production and field analyses. In every single division and for all model series.”

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