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AMERICASQUALITYContinuousImprovement
Schneider Electric * - IT Business- Americas Quality Team – 4 Aug 2010 AMERICAS QUALITY Continuous Improvement George Yeary ELDC Mtg 9-15-2010 Confidential – APC Internal and ELDC Partner Reference Only AGENDA Global Quality Focus Americas Quality Organization Continuous Improvement Process Quality Dashboard Monthly Performance Reviews Tashiros Voice of Partner Process Escalation Matrix ELDC Action Item Review Global Quality Focus at APC by =S= Increased Q resources Exec positions created More 6 Sigma GB/BB’s Q “refocus” from top down Product Q acceptance levels raised Focus on process vs “heroes” Rewarding Customer Satisfaction in bonus structures Focus on NPD and Q launch vs “speed to market” All information contained in this presentation is confidential and for internal APC by Schneider use only * Americas Quality Mgmt Team Customer Resolution Technical resource for solving product and process issues that have made it to the customer site, Red Alert and VOC Mgmt Service Quality Manage improvement of Services Dashboard Metrics and process improvement Six Sigma Issue to Prevention, Closed Loop Corrective Action Processes, Quality Scorecard, Monthly Performance Reviews, Warranty Reduction Mfg / DC/ Supplier Quality Continuous improvement NPD/ISO/ Supplier Quality ISO certification, New Product Development Latin America Quality Manage process improvements and establish Quality Dashboard for LAM Customer Quality Program Top Zone Acct Scorecard Mgmt IT Application Quality AIMS prioritization for the zone, other IT project mgmt Reporting / Analysis / Program Continuous improvement NAM Quality Dashboard –July 2010 Monthly Performance Review Process Quality Business Process Analyst’s (BPA’s) now assigned to support each MPR ES HBN Owner: Heather Godek Team: S Hain, S Lepard, B Bishop, G Yeary, D Vargas Target: 85% Definition: First Time Fix Rate (FTFR) The SOP LOB First Time Fix Rate KPI measures whether a break-fix/CM is fixed d
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