Deputy Quality Manager in the metal industry (contract manufacturing electron beam welding)
Time period:
2019/03 – 2020/03
Deputy Quality Manager in the metal industry
Area of responsibility: 4 professionally managed employees
Industry:
- Metal industry
- Contract manufacturing electron beam
welding
Turnover:
- 60 million €
Employees:
- 430
Country:
- Germany
Task:
- Reduction of open complaints
- Sustainable elimination of repeat complaints
- Auditing (qualification) of suppliers
- Ensuring quality throughout the process
Measures:
- Coordination with individual customers about open complaints
- Introduction of transparent error culture: graphic posting of errors on the store floor; daily regular meetings with the specialist departments and discussion of open complaints (8D method)
- Practical training of the individual employees in troubleshooting
- Understanding of errors increased by statements such as: It is not the individual who is to blame for the error, but the system. Because if the system is not right, anyone can make the mistake.
- Transparent error culture exemplified and introduced (search not for culprits, but for solutions)
- Support during supplier audits and qualification of suppliers
- Creation of key figures in quality management
- Revision of audit checklists
- Preparation of a structured supplier and complaint management system
Successes:
- Reduction of customer complaints
- Increased understanding of the error culture
Special challenge:
- Attitude of employees was not optimal, as they felt little sense of responsibility up to now (no responsibility was given to them so far)
- No one had initially admitted mistakes
