Activence

The stakes

As part of a broad project to improve the company’s profitability, our project focused on “customer-perceived quality”. Indeed, the after-sales service considered that the product return rate was far too high. This had led to a loss of customer confidence, and consequently to a drop in order volume.

The stakes were therefore manifold. To reduce the after-sales solicitation rate , improve product manufacturing processes, regain customer confidence, without forgetting the human consequences: permanently changing the working methods of employees invested in and attached to their company.

Scope of intervention

  • The order-taking chain (sales administration)
  • The manufacturing chain from order to customer delivery
  • “Methods & processes”
  • Accompanying and steering implementation

Deliverables

  • A full state of the art approach to non-conformity and non-quality in the workshop and office functions.
  • A detailed analysis of the root causes of these non-conformities.
  • The definition and implementation of a concrete and operational action plan
  • The implementation of project KPIs
  • The implementation of a cross-company communication system
  • On-site steering by the project manager

Results achieved

  • Total onboarding of all colleagues for this project
  • 30-day after-sales service solicitation rate dropped by 56%
  • Increase in workflow productivity by 6 % points
  • Productivity increase at the bottleneck production island by 13 % points
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Airbus Helicopters