In people's traditional thinking, quality usually refers to the quality of a product. Using a scientific standard to define the quality of a product, you can see the quality of the product. With the advent of the experience economy, the company’s perception of “quality†has undergone major changes: quality no longer refers only to product quality, but also begins to cover more abstract “work†quality. It is no longer a product concept, but around the user, covering the new concepts of production, delivery, user use and after-sales full-service processes. Who can change the mind first, define and review the quality of the user-centered, continuous improvement, who Can get higher user satisfaction and user loyalty, standing on the market. In the Diesel Engine sector, which seems to be far away from end users, there is also a company that is practicing the concept of "total quality": from silent laboratories to busy production lines, to service stations all over the country, and Dongfeng Cummins engines. The company regards the customer as the center and continuously improves it, so that the total quality management can “take rootâ€.
With excellent product quality to ensure maximum user benefits
In Dongfeng Cummins' "Total Quality Management", product quality is the first link, and it is also the core link to protect the interests of users. Dongfeng Cummins' products are always ranked in the leading position in the industry in terms of technical level and emission level. Modern production equipment, advanced management methods, and scientific management processes and tools provide a solid foundation for manufacturing excellent products. There are two committees at Dongfeng Cummins, the Product Improvement Executive Committee (PIC) and the Product Quality Decision Committee (PQC). Their role is to regulate and manage the company's quality improvement activities, using the power of processes to quickly clear the barriers to improvement. This not only provides organizational guarantees for Dongfeng Cummins' quality management, but also facilitates top-down resource support for quality management projects. In addition, Dongfeng Cummins has also introduced Cummins seven-step work method, that is, according to the logic of problem solving, summed up the seven steps to solve the problem, such as to identify the problem, identify possible causes, take temporary measures to protect the user, collect data for experiments , Through experiments to find the best solution, implement the implementation, evaluate the effectiveness of the improvement. It not only simplifies the process of solving problems, but also accurately hits the problem, saving time and improving customer satisfaction.
Excellent product quality requires the cooperation and support of the enterprise management system, system, and culture, among which the execution power is crucial. This is exactly the goal of Dongfeng Cummins' "Hundred Days of Quality" campaign. It is reported that this event is held once a year. The slogan “Quality, Good Power, and Good Life†that was solicited during this year’s campaign is an accurate representation of Dongfeng Cummins’ quality and cultural connotation, as well as the corporate philosophy of creating a better life. The activity consists of many contents and closely links various daily work and quality of employees through various forms. It also compiles the “Quality Knowledge Book†which consists of the Quality Department, Product Department, Procurement Department, Manufacturing Engineering Department and Production Department. Completed together, the content involved quality management, quality system management, quality control foundation, and quality improvement. It has become a basic guiding tool for daily work of Dongfeng Cummins employees.
Matching work with high-quality vehicles and satisfying partners
As part of the vehicle's components, the quality of the Engine is not only based on the evaluation of the production line, but also the quality of the operation that is associated with the user. In this link, Dongfeng Cummins' overall quality management has also been well reflected. The Cummins East Asia R&D Center, which is owned by Dongfeng Cummins, provides a strong guarantee for matching the entire vehicle in the local market. Its advanced pilot laboratory can simulate the performance of the engine and the whole machine under different operating conditions through experiments to find the matching process in advance. Possible problems and continuous improvement. For example, a host manufacturer needs to develop a city bus for use in South China, and it is possible to simulate engine tests under high temperature and frequent starting conditions in pilot laboratories, eliminating possible quality problems during the development phase and not necessarily After the completion of the prototype vehicle, it has found a large number of problems in testing and even actual operation in South China. In the ever-changing products of the vehicle industry, these measures can improve product quality more effectively, shorten the development cycle, reduce research and development costs, and make the entire vehicle manufacturer more competitive. More efficient vehicle matching work brings with it even lower defect values. Taking OEM RPMs as an example, the average OEM RPM of Dongfeng Cummins products is about 2813, which means an average defect rate of 0.2813%. , far lower than the domestic industry average.
Win customer satisfaction with expert service quality
While paying attention to product quality, users pay attention to service quality to an unprecedented degree. Especially in the diesel engine industry, the quality and convenience of maintenance services directly affect the user's revenue. Dongfeng Cummins's strategic plan of "Expert Services and Smooth Development" is precisely the accurate grasp and timely feedback on changes in customer service requirements. As Li Lei, deputy general manager of Dongfeng Cummins Marketing Co., stated, “In the era of electronically controlled engines, we hope to provide our customers with 'expert-level services' and strive to bring more added value to our customers through high-quality services.â€
The service loses its meaning if it falls into the slogan. Dongfeng Cummins fully recognizes this, while guaranteeing the provision of quality products, it also extends the concept of total quality management to the improvement of service quality. On the one hand, it conducts regular training and uses training as a long-term mechanism to make service engineers serve the skill level. It has been continuously promoted, supplemented by “service contestsâ€, and through skills competition, the service personnel’s skill level has been rapidly improved in a short period of time. On the other hand, under the guarantee of Cummins Global Maintenance Database, all service stations of Dongfeng Cummins have got powerful fault diagnosis support: this online database stores the fault data of Cummins engines under various working conditions in the world for many years and can be quickly Determine the cause of the failure and give a suggested solution. At the same time, Dongfeng Cummins has also vigorously promoted Spare Parts preparatory work, accelerated the completion of repairs, and reduced end-user waiting time. In 2010, the company also further increased seven pre-repository warehouses across the country to better meet customer needs.
Jack Welch, president of General Electric, once said that quality is the best guarantee for maintaining customer loyalty. Dongfeng Cummins has brought full customer satisfaction with “Total Quality Managementâ€.
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