The present document presents the analysis performed over the available data of the incident and problems management in the Volvo company in the context of the BPI Challenge 2013. In this work, we tried to give response to the client concerns and provide analysis based on the data, with proposals to improve the performance of the processes in the company. Specifically we focus on four questions, which are: Push to front problems, Ping-Pong behavior, misusage of the substatus wait-user and process conformity in the organizational lines A2 and C. Thus, this paper attempts to identify the impact of these failures and organizing process so that in the future Volvo can correct and thus, provide a better service to their customers.