Original Date: 04/01/1993
Revision Date: 01/19/2007
Information : McDonnell Douglas Aerospace-West/DPRO Customer Relations
Improvement to the process of McDonnell Douglas Aerospace (MDA)-West's interface with the local customer, DPRO, was part of the company's Total Quality Management (TQM) initiatives. A stronger, pro-active relationship with DPRO was required to identify and resolve concerns before they became serious. In 1989, the MDA reorganization included a stronger emphasis on Malcolm Baldridge concepts, with all company teams and processes examined for implementation of improved customer relationships.
MDA-West developed team concepts as part of these TQM initiatives. DPRO participation and membership were encouraged to ensure that customer expectations and concerns were considered. MDA-West responses to corrective action requests (CARs) were coordinated with the DPRO to establish cooperative agreements. MDA-West's Quality Director began to meet with the DPRO Quality Representative to resolve issues and communicate activity interest. MDA-West's process-based management techniques were coordinated with the DPRO process specialist to monitor process improvement opportunities.
As a result of these improved customer relations, it was determined that MDA-West and DPRO had many common interests and goals. The benefits obtained from these improved customer relations included removed barriers between MDA-West and DPRO to allow for resolution of issues to the satisfaction of both parties. In addition, customer expectations were better understood and therefore more effectively satisfied. And finally, the establishment of numerous avenues of customer interface encouraged concerns to surface and be resolved.
For more information see the
Point of Contact for this survey.