MAMMUT TRAILER DIVISION Doc. No.
: MTD-QSM-Annexure ‘B’
QUALITY MANUAL
Quality Objectives Rev.: 0 Date:
MAMMUT TRAILER DIVISION:
Quality Objectives F 2006-2007 IMPROVED COMMUNICATION
SN Quality Objectives Target Actions Required Frequency Responsibility
1 Sales & Marketing
December 1. Suppliers need to commit to fixed and firm dates.
Commitment on Lead Times is 2006 2. Exceptions or deviations from commitment dates need to be investigated Every 3 Months GM /
not realistic for root cause Sales Manager
3. If internal supplier, the issues must be reported on in a monthly meeting
with Executive management
4. Feedback to customers BEFORE they call us
2. Design Engineering 5. If suppliers (Iran) are performing the detailing design of the trailers Ongoing GM
December based on our sketch, the design should still be approved by MTD Dubai
Improved communications 2006 in order to check for correctness against the original specifications from
between Suppliers and MTD the customer
3. General Manager 6. Implement the Master Log tool in full on a centrally available server such Ongoing GM
December as MS outlook, Public Folders
Needs to create a flow of 2006 7. Monitors Exceptions
information between departments
enabling work progress to be
communicated to customers,
purchasing, shipping, planning etc
4. General Manager 8. 2 weeks after the delivery date of the trailers, a nominated person must Ongoing GM
December call the customer to assess satisfaction with service and product. Results
Enables two way communication 2006 are recorded. Dissatisfied customer reports must immediately be
between MTD and the customers escalated to the G.M for resolution, C.C the Vice President
by performing satisfaction surveys 9. All resolution details must also be recorded and forwarded to the Vice
President.
10.A bi-annual general customer satisfaction survey must be performed by
the Sales Manager. Results are recorded and reported on in the
management meeting
5. Communication of Design January [Link] design is given a classification type at design phase Monthly GM/
Requirements 2006 a. Standard = Type 1 Quality Manager
b. Standard with Modifications = Type 2
Reduce errors in reworks c. Non Standard = Type 3
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MAMMUT TRAILER DIVISION Doc. No.: MTD-QSM-Annexure ‘B’
QUALITY MANUAL
Quality Objectives Rev.: 0 Date:
[Link] order clearly highlights the design type
[Link] will complete a design checklist to accompany the drawings thru-out
the manufacturing phase
[Link] QC checks, frequency and areas.
[Link] will perform checks and Isolate the root causes of all failures and
apply corrective actions
[Link] the causes are isolated, take active steps to move from corrective to
preventative methods (such as training)
6. Stores [Link] Rack n Bin systems, with Bin cards to manage volumes on hand, Ongoing Plant Manager
October re-order cycles, including set minimum and maximum quantities Material Controller
Introduce an effective inventory 2006 [Link] Zones and Bays for raw materials, and finished products.
management system, enabling [Link] re-order entry points for all materials and consumables.
timely communication for [Link] materials issued must be issued against a cost centre (job number)
material requirements, and stock [Link] 1= 0 stock outages
available [Link] 2= No surplus stock piles
[Link] 3= Effective flow of information between procurement, planning
and stores
7. Procurement [Link] 1= 0 stock outages Ongoing Procurement Manager/
October [Link] 2= No surplus stock piles Planning Manager/
Reduce delays currently caused by 2006 [Link] 3= Effective flow of information between procurement, planning Stores Manager
suppliers’ not communicating and stores
delays or changes to original [Link] a system of main suppliers, with secondary and tertiary suppliers
specifications. as backups
[Link] stock levels to a three month cycle
[Link] cyclical purchasing
[Link] and test samples of each proposed supplier before placing orders
[Link] and manage weaker suppliers out of the buying system
[Link] to be treated as suppliers
[Link]-up on order status with the suppliers in time to execute an
alternative plan
[Link] a penalty clause for substandard service
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MAMMUT TRAILER DIVISION Doc. No.: MTD-QSM-Annexure ‘B’
QUALITY MANUAL
Quality Objectives Rev.: 0 Date:
8 Manufacturing December 35. Capture the expected Finish date into the Master Log, enabling shipping Weekly report Production Engineer
2006 to plan, and CSD to communicate effectively with the customer Shipping Coordinator
Need to communicate progress to 36. Capture finish date into the Master Log
shipping and customer service 37. Send finished goods to inventory list
dept
9 Shipping October [Link] the Master Log information and communicates with the delivery Weekly Report Shipping Manager
2006 point/customer for scheduling actual delivery dates Daily Updates
Preplanned with the customers for [Link] documentation and invoices need to be planned for against the
delivery schedule. Trailers scheduled dispatch date
dispatched on time and with the [Link] for shipping required to manage late or premature deliveries
correct documentation [Link] delivery notes must be captured into the Master Log for CSD to
answer enquiries on deliveries
[Link], where not same as delivery point, must be notified of the
successful delivery.
[Link] the delivery point has altered the customers required date same to
be communicated to the customer
10 After Sales Workshop August 2006 [Link] a follow-up satisfaction call 1 week after the service is On Going After Sales Coordinator
rendered
Ensures that the customer is [Link] the replies Assessed GM
satisfied with the service received [Link] immediate action to resolve issues causing dissatisfied customers monthly in
[Link] feedback to the customer on actions taken to resolve the issue. Management
Meeting
11 Human Resources September [Link] manpower and recruitment plan to be established within the Quarterly G.M
2006 budgets, and managed by HR Manager
Manpower planning and skills a. Quarterly reviews
development are ongoing and b. Effect of Volume increases, either temp or perm
need to be formalized to ensure c. Planning for resources during gaps created by vacation
that we always have enough periods
people, at the right skills to
complete the jobs on hand. [Link] Grading System project to be completed Once-off
[Link] to be setup and performance to be measured 3 monthly
[Link] staff turnover by using statistical information to isolate relevant 3 Monthly
trends. Charters to be developed for reducing staff turnover
52. Induction training plan to include the focus on managing customers New Recruits
requirements, reporting exceptions, communicating changes or success in
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MAMMUT TRAILER DIVISION Doc. No.: MTD-QSM-Annexure ‘B’
QUALITY MANUAL
Quality Objectives Rev.: 0 Date:
achieving schedule
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