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Transcript

Foundation 4:

Standards

If you want to go further ...

5S (BIB Standards)

QMS

A standard is the best practice used to perform an operation.

It is the right thing to do, which allows us to perpetuate our practices and ensure overall consistency.

There can be no sustainable quality performance without standards that allow the same products/services to be reproduced everywhere, all the time.

QMS

Continuous Progress

React response

GPC Playbook

Attitudes to be adopted

Participants of the box

Management commitment

Standards

Symmetry of Considerations

Mindset

The participants:

All of us Michelin employees.

Attitudes to be adopted

The standards belong to us, everyone is able to propose an evolution of standards.
Reminder for the industry: SENSQUAL means:
  1. I respect my standards
  2. I am vigilant
  3. I react
  4. I alert!


In the BOX 3 module: We deliver on our commitments in our operations, you've seen the PDCA (continuous progress) principles.

Other principles will help you apply continuous progress:

- No measurement without analysis

- No analysis without a decision

- No decision without control

- No control without measurement

- I say what I will do -> I do what I say -> I prove it.

The Quality Management System (QMS) is the organization set up by the company to achieve its quality policy and objectives.

It is based on the following principles:

  • Customer orientation
  • Leadership
  • Staff involvement
  • Process approach
  • Improvement
  • Evidence-based decision making
  • Stakeholder relationship management

A good QMS improves the company's performance.


React Response = Standard Reaction Plan (PRS)


A standard response plan details the complaints and requests made by customers, as well as the actions to be taken and service attitudes to adopt to respond to them. The most frequent complaints are given priority, but the PRS is not limited to them.


For example, for a given complaint, the PRS indicates the solution to be proposed to the customer as well as the actions to be taken and the relational markers to be used. At the same time, it lists all the tasks to be performed by the team members (customer service, logistics, transportation, billing, accounting, credit, sales administration, marketing, etc.) to remedy the situation.