The aim of the assignment was to help the customer to understand their quality costs (COQ) to improve the organization and also the quality processes. Together with the customer, we did a thorough analysis of the entire challenge and what costs could be related to poor quality. The action plan consisted of several activities where building a stronger global quality organization was one of the main areas.
Key Activities
Calculation of the cost of poor quality (COPQ)
Introducing a way of working for following up cost
Analysis of quality organization and work set-up
Build-up a stronger quality organization
Start a supplier development program
Results
Reduction in open customer complaints – 89.8%
Reduction in incoming complaints – 26%
Introduction of a global reporting system
ISO revisions without remarks
Introduction of problem-solving methods in all operational departments
C2U Approach
Thorough baseline study
Education and training of key persons
Train in problem-solving methods
Structure of process for quality services
Coaching
Risk management
English
Norwegian
Swedish