Quality dashboard to improve performance

In good times customers focus on building capacity in fast growing markets. However, the crisis in 2008 and 2009 has re-emphasised the need to optimise productivity and quality. The cost of non-performance is one of the most important issues to handle for any customer, making it equally important for Tetra Pak to put quality on the daily agenda.

To do this, Tetra Pak has developed a Quality Dashboard focusing on metrics from a customer perspective. “We are driving to improve issue resolution performance, focusing on problem collection and prioritisation, then rapid solution development and implementation. We are also looking at mechanisms to improve how we build on lessons learned, so that as we solve problems we learn deeply from the experience, grow and be an increasingly dependable partner. Other important initiatives address spare parts quality and changing the way we set quality targets for new development projects”, says Phil Maguire, Vice President Quality Programme.