Schneider Electric Quality Plan 2002

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Schneider ElectricQuality Plan2002
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Quality Function The Vision
n Quality is an essential function and natural
component of every persons work o Everyone
sees customers remarks as providing an
opportunity for improvement rather than as
personal criticism, o Everyone feels a
responsibility for informing their hierarchy and
network, and actively participating in finding
the real causes and seeking solutions. n
Quality is also an essential function in our
Company through its effect on the Company
results o Quality goals of NEW2004 and
significant improvement of the other quality
indicators.
Our vision is to become a strong reference as a
Quality Oriented Company
Schneider Electric, the Best Partner for
Customers
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Quality Function The Mission
The Quality Function supports the Management in
achieving its Quality objectives, particularly
Customer Satisfaction, through the quality of
our products and services.
NEW 2004
CustomerSatisfaction
Community Satisfaction
Employees Satisfaction
Shareholders Satisfaction
è Quality
è HR
è Financial control
è HR
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Quality function NEW2004 objectives

• Be more Customer centric

• Reduce the percentage of dissatisfied customers
  by 50
• Increase the percentage of very satisfied
  customers by 20

Be committed to Quality

• Reduce non-quality costs by 50
• Achieve a maximum deviation from time to market
  (TTM) targets of 15
• Achieve an On time delivery rate (service rate)
  by orders line of at least 96 for each Local
  Distribution Center (based on standard
  lead-times).

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Schneider Electric Quality Policy (1/4)
The Management of Schneider Electric follows a
Quality Policy based on the concept of Dynamic
Quality.
The purpose of Schneider Electric Dynamic Quality
is n To ensure total satisfaction of all our
Customers, Shareholders and Employees in an
environmentally-friendly way, througho the
permanent improvement of our products and
serviceso the commitment and continuous
development of our employeeso the dedication to
results.
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Schneider Electric Quality Policy (2/4)
Dynamic Quality is built on 7 principles
The constant listening to our Customers and
sustainable improvement of their
satisfactionThe commitment and actions of Top
Management, Line Management and all
EmployeesThe openness of communicationThe
systematic measurement and communication of
performanceThe control and improvement of
processes, products and servicesThe
recognition of exemplary actionsThe sharing of
our Quality Policy with our internal and
external partners.
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Schneider Electric Quality Policy (3/4)
Dynamic Quality is also built on 3
implementation modes
Dynamic Quality is plannedn Quality Plans are
deployed through the Annual Quality Assessment
and their progress is measured regularly.
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Dynamic Quality is preventiven Quality begins
with specifications for product and service
development.n Potential issues are identified
before they occur and effective solutions are
implemented in order to maintain continuous
Customer Satisfaction.
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Dynamic Quality is responsiven Issues affecting
Customer Satisfaction are solved quickly and
effectively.
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Schneider Electric Quality Policy (4/4)

The ultimate measurement of Quality is
Customer Satisfaction.

Henri LachmannChairman and CEOJuly 2001
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Quality measurement system

• Corporate Quality Reporting
• n Manufacturing
• n Equipment
• n Logistics
• n Design
• n CSC (Customer Service Center)
• n Commercial
• Quality measurement systems in local entities
• Each entity organizes its own quality measurement
  system
• Cost of the Quality function TBD

Quality reporting provides information to
Management and guarantees transparency between
the entities
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Our organisation
Daniel Victoir Corporate Quality
Irène Deschamps Quality Assistant
Jean-Claude Bossy Quality systems
Brigitte Peltier Benoît Francelle Six Sigma
Etienne Troubat PTIC
Gérald VacherCustomerSatisfaction (BIS)
Jacqueline Accary Quality information Systems
and Recognition
Catherine Pavageau Webmaster
Corinne Guiglielmoni Six Sigma Assistant
Françoise Julian BIS Assistant
André Talon PCO
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Roles and responsibilities of Quality Managers

• The Quality Manager helps his/her Manager to
  define quality objectives.
• The Quality Manager develops the Quality Plan.
• The Quality Manager manages the quality
  management system.
• The Quality Manager manages quality actions and
  verifies that quality objectives are attained.
• He/she ensures the development of scheduled or
  exceptional corrective action plans.
• He/she regularly gathers and analyzes the results
  obtained to verify that they meet the defined
  objectives.
• He/she adjusts the actions launched if the
  results obtained are not in line with forecasts
  or are not sufficient to restore customer
  satisfaction.
• The Quality Manager informs Managers
• The Quality Manager is a specialist in quality
  tools and methods and deploys best practices in
  his/her entity.
• The Quality Manager works in a network.

• For more details, see Directive DirQ_07-A_en

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Quality Function organisation
The Quality Function organization is based on
quality networks
Corporate Quality
Schneider Quality Committee
Q-SAN
Quality Network
Local Quality Network
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Main Quality action plans
Customers

• Measurements
• BIS Surveys
• Permanent surveys
• Defects

PCO Drastic Six Sigma

• POTC
• Six Sigma

• PTIC
• CSC
• Critical issues
• Technical returns for expertise
• G3R

Policies Directives Information
System Training Performance criteria
Quality System ISO 90002000 Self-Assessment /
Progress Plans