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

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