Open AccessQuality Transformation to Improve Customer Satisfaction: Using Product, Process, System and Behaviour Model
Author(s) -
V. Poornachandrika,
M. Venkatasudhakar
Publication year - 2020
Publication title -
iop conference series. materials science and engineering
Language(s) - English
Resource type - Journals
eISSN - 1757-899X
pISSN - 1757-8981
DOI - 10.1088/1757-899x/923/1/012034
Subject(s) - customer satisfaction , automotive industry , quality (philosophy) , quality management system , quality management , process (computing) , process management , manufacturing engineering , computer science , business , engineering , operations management , management system , marketing , philosophy , epistemology , aerospace engineering , operating system
In recent years automotive manufacturing industries systematically improved its quality parameters principally through strategies with in supply chain. However the current performance not enough, industry dynamics and new technology development require a major quality transformation. Implementation of various quality improvements is the aim of achieving customer delight in many companies. Despite the marked improvements that have come from quality management, quality process and information technology system, without a transformation within an organizations culture, quality management will continue to suffer. This paper presents a case study on application of behaviour model of quality blue box with Plan, Control, Assure concept through Veto right approach, Process model of robust process automation in customer claim handling and system model of mature audit tool. This work is carried out in a leading automotive commercial vehicle control system manufacturing company. This case study illustrating to get zero defect by applying behaviour, process and system model. After implementation there is significant change in reduction of customer claims.