deliver Quality esafety Online Quality Training 2011 Eaton Corporation. All rights reserved.

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1 deliver Quality esafety Online Quality Training 2011 Eaton Corporation. All rights reserved.

2 Our Quality Policy To provide products and services that meet or exceed customer expectations and satisfy them by anticipating their needs and requirements. We set and review objectives and continually improve the effectiveness of the Quality Management System

3 Why is QUALITY Important to You & Me? Quality makes our business more competitive which benefits all of us. It helps to ensure job security! Our customers will reward us with additional business! Quality brings profit to the bottom line through customer satisfaction, customer retention and greater capacity for work. Customers have choices Let s keep Sumter as one choice The reward for quality performance is repeat business. 3 3

4 WHY does quality matter? Keeping our promise for excellent quality secures Eaton s brand reputation and future Our future and the future for our families, communities, customers, and the end users of our products Quality contributes to Eaton s growth by Distinguishing us with our customers and in our markets Satisfying our customers, leading to more business Excellent quality helps Eaton Compete to win more business Be seen as a premium brand, enabling us to value price and increase profitability 4

5 We expect to receive QUALITY from our suppliers Peter Gerber Manager, Global Branding, Eaton Corporation

6 Receiving quality from our suppliers is essential to our ability to deliver quality Eaton invests approximately 45% of sales dollars in direct materials We ensure defect-free quality from the very start by holding our suppliers to comprehensive and consistent quality standards By maintaining rigorous standards, we reduce waste, improve operational efficiency and earn the trust of our customers Expect quality parts and services from our suppliers We re only as strong as the weakest link in our value chain. Expect quality from start to finish. 6

7 We promise and deliver QUALITY to our customers Peter Gerber Manager, Global Branding, Eaton Corporation

8 Quality is about seeing the world from our customers point of view Whether customers are external or internal, our job is to meet their requirements and expectations for a defect-free product or service Our priorities for quality: Design and Engineer reliable products without defects Produce products with error-proofed processes Deliver quality in all our products and services 8

9 What are the consequences of NOT delivering quality to our customers? We sacrifice future growth for current return when we ignore quality; for example, shipping parts without testing Ignoring quality erodes our understanding of what customers expect; for example, uncorrected non-conformance can be seen as internally acceptable over time, while customer frustration grows Poor quality erodes customer confidence and harms our reputation Poor quality products out the door now may result in costly warranty issues or customer safe application risk Making quality today costs less than fixing defects tomorrow Short-term decisions that erode quality have long-term consequences. 9

10 We are accountable for delivering QUALITY as promised Peter Gerber Manager, Global Branding, Eaton Corporation

11 We are responsible for producing and delivering quality - internally and externally Our co-workers and customers count on us to deliver exceptional services and products To meet our promises, we need to understand how our customers define exceptional quality Following standard work, policies, and procedures help ensure quality Look for opportunities to reduce variation that can cause defects When you see risks to quality, stop the process, alert support personnel, eliminate the problem, and verify quality after any changes From design and Engineering to materials supply, from manufacturing to delivery, we are accountable for delivering quality 11

12 People rely on us to deliver QUALITY Peter Gerber Manager, Global Branding, Eaton Corporation

13 Who relies on us to deliver quality? Our customers expect us to deliver quality, so they can meet their customers expectations for quality People rely on our products and services To arrive safely at their destinations To build sound and sustainable infrastructures To perform efficiently under challenging conditions To reliably power their communities and homes Attention to quality supports our mission to provide safe, reliable, efficient and sustainable power management solutions. 13

14 We count on each other to deliver QUALITY Peter Gerber Manager, Global Branding, Eaton Corporation

15 We deliver quality as a team Teamwork is essential to quality excellence Our customers require supplier quality from us and we must expect the same from our suppliers We focus on delivering quality at each step of the way from design to supplies, and from manufacturing to delivery Our co-workers depend on us to pass quality on to them 15

16 Commit to Accept No Defects Inspect incoming parts and material when you receive them Return any non-conforming material or parts to the internal / external supplier Make No Defects Follow the process Inspect your work as you make it If you produce non-conforming product or paperwork, understand why and resolve the issue Pass No Defects Inspect Your Work before you pass it to Your Internal / External Customers If it s non-conforming, don t send it to your internal or external customers I impact quality with the choices and decisions I make! 2015 Eaton. All Rights Reserved.. 16

17 The definition of insanity is doing the same thing over and over again and expecting different outcomes. ~ Einstein Quality means doing it right when no one is looking. ~Henry Ford Quality is simple. People are complicated. ~Harry Forsha 2013 Eaton. All Rights Reserved.. 17

18 2011 Eaton Corporation. All rights reserved.