Quality Operating System
The foundation of the Ford Quality Master Award program is a Quality Operating System
(QOS). Kansas City Power Products participated in the development of Quality Master Award
criteria in 1994, and launched a Quality Operating System in 1995.
Quality Operating Systems exist to achieve customer satisfaction and continuous
improvement, using customer surveys, formalized problem solving processes, and relying on
documentation to monitor the process. Key variables which measure customer satisfaction
are graphed, and periodic meetings of Quality Action Teams review the "key
measurables" to determine if we are meeting our quality goals.
Each year we send all of our customers surveys which provide feedback on how well we are
satisfying their needs. Based on these surveys we formulate new goals so that we can
continuously work toward increased customer satisfaction.
The result is a QOS cycle: it starts with a determination of customer expectations. The
next step is sending surveys, and participating in face-to-face interviews with large
customers, to establish how well we are meeting customer expectations. Then we establish
quantitative measurements (key measurables) that permit us to monitor our performance
against expectations. These are reviewed at quality meetings where we also discuss other
opportunities to improve our performance. As customer needs and expectations change, we
revise our surveys, and the cycle begins again.
Quality performance in meeting customer expectations involves every employee of Kansas
City Power Products. Service and assembly technicians ultimately determine the quality of
the engines that our customers receive, although we have comprehensive documentation to
assist them and a rigorous final inspection procedure as a "safety net."
Likewise, our success in achieving customer satisfaction in the complicated and demanding
task of providing the correct service parts rests with parts personnel. The competence,
diligence and overall professionalism of engine sales and dealer representatives determine
how well we meet these customers' expectations. Systems efficiency and careful attention
to detail by administrative personnel assure accurate and easy-to-understand accounting
records. The focal point of all these efforts is the Quality Operating System.
