OPERATIONAL EXCELLENCE AT THE SERVICE OF OUR CUSTOMERS
Operational excellence is a pillar of Valeo’s corporate culture, guaranteeing world-class production quality standards. It is underpinned by methods and values shared by all of the Group’s employees, and reflects Valeo’s commitment to total customer satisfaction.
VALEO / 2015 ACTIVITY AND SUSTAINABLE DEVELOPMENT REPORT
HE CUSTOMER AT THE HEART OF THE 5 AXES METHODOLOGY At the same time as Valeo offers innovative technologies and undergoes significant growth, the Group has developed and strictly applies the 5 Axes methodology to guarantee total customer satisfaction. The 5 Axes drive the working processes that have a direct impact on customer satisfaction. A roadmap, setting out a path of continuous improvement toward operational excellence, is assigned to each process. Regular audits are carried out to ensure that the roadmaps are being correctly applied while indicators measure the achievement of objectives associated with each process. THE 5 AXES IN 2015 The 5 Axes methodology was entirely reviewed and updated in 2015, 25 years after its creation and five years after the most recent review, based on a new diagram with customer satisfaction at its heart. Operational excellence requires commitment from everybody involved and now, during a period of growth when Valeo is aiming to recruit large numbers of talented people worldwide, it is critical that the 5 Axes be made easier to understand and apply, with ever-clearer expectations, in order to guarantee ever-higher standards. Consequently, the roadmaps have been reduced in number and revamped, and the indicators have been redefined. Furthermore, the “Product Development”
Axis has been renamed and the roadmaps related to product and project launches have been strengthened. Three new “Total Quality” roadmaps have been developed to achieve excellence in understanding and satisfying implicit and explicit customer expectations during the product development phases and the product life cycle.
AT END-DECEMBER 2015, THE GROUP RECORDED A LEVEL OF CUSTOMER RETURNS OF
PER MILLION PRODUCTS DELIVERED