Improvement of the customer satisfaction through Quality Assurance Matrix and QC-Story methods: A case study from automotive industry

[摘要] Presently, in the automotive industry, the tendency is to adapt permanently to the changes and introduce the market tendency in the new products that leads of the customer satisfaction. Many quality techniques were adopted in this field to continuous improvement of product and process quality and advantages were also gained. The present paper has focused on possibilities that offers the use of Quality Assurance Matrix (QAM) and Quality Control Story (QC Story) to provide largest protection against nonconformities in the production process, throughout a case study in the automotive industry. There is a direct relationship from the QAM to a QC Story analysis. The failures identified using QAM are treated with QC Story methodology. Using this methods, will help to decrease the PPM values and will increase the quality performance and the customer satisfaction.

[发布机构] Department of Manufacturing and Industrial Management, Faculty of Mechanics and Technology, University of Piteti, Targu din Vale Street, no. 1, Arge, Pitesti; 110040, Romania^1;Automotive and Transport Department, Faculty of Mechanics and Technology, University of Piteti, Targu din Vale Street, no. 1, Arge, Pitesti; 110040, Romania^2

[效力级别] 运输工程 [学科分类] 工业工程学

[关键词] Continuous improvements;Market tendencies;Process quality;Production process;Quality performance;Quality techniques