From 2011 to 2014, our Quality Breakthrough initiative has allowed us to divide by three the percentage of repeats out of our total number of customer complaints.
- Spreading the Quality Breakthrough practices and tools
- Increasing our problem solving capabilities
- Improving the quality of our raw materials.
To spread the Quality Breakthrough practices and tools, we took 325 managers through the two-day Turbo.Q training in 28 sessions in 2014. This comes on top of the 93 senior managers – including Group Executive Committee members – who had been trained in 2013. Further sessions were organised in plants in local language.
We develop our problem solving capabilities through training and coaching in the correct use of our 8D-Practical Problem Solving methodology. In 2014 we solved 870 problems using this technique, an increase of 50%. We also took an additional 162 people through our four-day 8D-PPS training module, which brings the total number of people trained to 978.
Vesuvius is improving the quality of raw materials by better Supplier Corrective Action Request management, developing incoming inspection at allmanufacturing sites, qualifying suppliers through supplier assessments and improving the quality of our raw material specifications. Resources were added in Europe and China in 2014 to focus specifically on supplier assessments. This allowed us to bring the number of assessments performed from 65 in 2013 to 204 in 2014.