CS Customer :

“Plant Turtle Diagram”

With What (Materials/ Equipment) With Who (Competence/ Skills/
Training)
 Intranet FAURECIA
 QSS System  Process Owner: Quality
 Standard process mapping Manager
 PC&L Manager

Process:
CS
Inputs Outputs
Service
 Outputs from ->LS  Quality improvement plan
 Customer objectives
Commitment and  Alert to top management
 Customer complaints Execution  Personal contact
 Quality & delivery figures  Customer satisfaction
 Personal contact

How (Procedures & Methods) Performance Indicators

 Day to day customer management  Customer complaints
 Containment and problem solving  Customer PPM
methodologies (see QSE / QRQC / 8D Support Processes
 Customer MPM
method)
 Warranty costs
 Management of customer complaints  LS Leadership
 Monthly Comex at customer site for  EE Employee empowerment
quality issue  PS Production support
 Manage customer satisfaction