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Plastic Injection Moulded Components

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Kavia Quality Performance Figures – number of customer complaints

February 7, 2013

Each quarter Kavia has a Management Meeting with Directors and Senior Managers. The agenda goes through the following:

  • Apologies for absence
  • Minutes of the last meeting
  • Customer feedback including complaints
  • Internal complaints
  • Supplier concerns and corrective actions
  • Process performance and product conformity
  • Certification body reports
  • Changes in the organizations structure
  • Review of training
  • Quality Objectives – Performance figures review
  • Continual Improvement
  • Overall suitability of the Quality Management System
  • Health, Safety and the Environment
  • Any other business
  • Date of next meeting

Under quality objectives the team reviews the performance figures document that is updated monthly versus business targets. Items reviewed are;

  • Percentage delivered complete
  • Percentage Zero delivered
  • Percentage delivered on time
  • Number of Customer complaints
  • Number of deliveries made
  • Percentage of complaints

Customer complaints are very important to any business and less complaints makes satisfied customers and greater profit margins. Kavia produces over 750,000 components each quarter to a live customer base of approx. 50. This last quarter we received 7 complaints (a little higher than normal) that our Non-Conformity report system (NCR) tracks issue cause, rework and implements preventative actions. 3 were damaged cartons, 1 was a mislabeled and the balance reworked.

The Kavia production and quality teams have a long service history averaging over 13 years giving them a great deal of experience manufacturing high quality components and it shows in our internal and external customer quality performance scores.

Filed Under: Quality


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