Quality Monitoring System Euromaster Nederland

Transcription

1 Quality Monitoring System Euromaster Nederland M. Defossez Marc Defossez Manager CS&Q Creation date:... 1

2 QUALITY MONITORING SYSTEM Marc Defossez Manager CS&Q Creation date:... 2

3 AGENDA Euromaster NL in a nutshell Back in 2014 Concept Functionalities Deployment status General information Demo Creation date:... 3

4 EUROMASTER NL IN A NUTSHELL European distribution branch of the Michelin Group Around 1200 Points of Sales in Europe 100 PoS in the Netherlands divided into 4 Heavy Services areas and 3 Car Services Areas. Originally specialised in tyres, but nowadays allround garages Creation date:... 4

5 Situation back in 2014 Points of Sales submitted to several types of audits : internal audit / internal control / Michelin label / safety / retail selling way / Master Standard 3 full time auditors for the internal audits only. No continuous monitoring but snapshots only cat & mouse culture No clear overview for the PoS of the key quality related performance indicators difficult to steer and prioritize. Improvement actions at PoS level difficult to manage and monitor. Creation date:... 5

6 Concept A stand alone web based tool allowing combination of : A multiple levels dashboard (= at PoS / Regions / National level) Single centralized questions list encompassing the needs of all stakeholders Multi level assesments (including self assesments) Multi level monitoring of action plans Creation date:... 6

7 Objective : develop entrepeneurship for the Service Center Managers by promoting : the monitoring of their performance, Self checking the adherence to agreed procedures and rules Decide upon and take actions whenever needed. Creation date:... 7

8 A unique dashboard fed by multiple sources check lists Internal Action plans dashboard Ex ternal OCOD Cust. complaints FTP server Transactions Interview Cust. Satisf. NPS Damage costs (Excel doc.) Silicomp Creation date:... 8

9 The dashboard key information at one glance Cust. Satisfaction Damage costs Cust. complaints Work methods performance Creation date:... 9

10 Gives access to further information or actions Questionnaires Observations and action plans details customer complaints YTD details damage costs YTD Marc Defossez Manager CS&Q Creation date:... 10

11 The checklists Digital and installed on mobile devices Creation date:... 11

12 Centrally managed questions list allowing to combine various checklists Master Standard Michelin label 20 essentials Commercial methods Marc Defossez Manager CS&Q Combined (for self assesments) Creation date:... 12

13 All parameters of each question can be changed at any moment by the system controller Text reviewed after fitter eye injury in May 2016 Marc Defossez Manager CS&Q Creation date:... 13

14 Wat does it mean in practice for the Points of Sales? A self assesment to be carried out twice a month 45 questions per half month in average Combination of order, cleanliness, safety, technical work methods, commercial work methodes and administrative work methods Focus on where there are more often issues or risks. Questionnaires specific to the type of center : Light (passenger cars) Mix (passenger cars and trucks) Heavy (trucks, agriculture, industry) Creation date:... 14

15 Wat does it mean in practice for the Area Managers and Internal auditors? Internal auditors : complete audit to be carried out at all Centers at least once a year Master Standard animators/auditors : at least 1 audit per year and per Service Center. Area Manager : At least once a year Master Standard + selection from the 20 essentials + commercial workmethods (when applicable) for the centers under his /her responsibility Combination of self assesments, area managers controls, Master Standard audits and complete audits continue monitoring instead of yearly snapshots + 2 full time auditors saving. Creation date:... 15

16 Questionnaires storage and retrieval All filled in checklists automatically stored, ready for retrieval by any of the stakeholders. Creation date:... 16

17 The action plans Questionnaires possibility by the auditor to enter an observation / need for improvement / non conformance action plan to be defined and carried out by the PoS Creation date:... 17

18 the action plans list per PoS Creation date:... 18

19 detailed observations and action plans Creation date:... 19

20 the score cards Scorecard at national level with overview of the area KPI s Scorecard at area level with overview of the Pos KPI s KPI s split in customer related and proces related Also possibility to visualize the KPI s on a land map Creation date:... 20

21 the score cards Customer related score card at national level : NPS / collection rate / damage costs / complaints / complaints in % transactions Creation date:... 21

22 the score cards Example internal process related scorecard at area level : results from internal audits, Master Standard audits, safety, self assesments. Creation date:... 22

23 the score cards Map with color codes showing PoS current NPS vs target Creation date:... 23

24 Thank you! Creation date:... 24

25 Deployment status activity Concept Functional requirements adjustments and supplier selection Preparation Proof of concept with VCD system fine tuning Tests with 1 pilot Region fine tuning Start use by auditors Training PoS Training Master Standard auditors Training Region Managers Launch version 2 - new functionalities Follow up - make sure the tool be used to its full extent by the stakeholders Creation date:... 25

26 Self assesment checklist example Creation date:... 26