Each quarter Kavia has a Management Meeting with Directors and Senior Managers. The agenda goes through the following:
- Apologies for absence
- Minutes of the last meeting
- Customer feedback including complaints
- Internal complaints
- Supplier concerns and corrective actions
- Process performance and product conformity
- Certification body reports
- Changes in the organizations structure
- Review of training
- Quality Objectives – Performance figures review
- Continual Improvement
- Overall suitability of the Quality Management System
- Health, Safety and the Environment
- Any other business
- Date of next meeting
Under quality objectives the team reviews the performance figures document that is updated monthly versus business targets. Items reviewed are;
- Percentage delivered complete
- Percentage Zero delivered
- Percentage delivered on time
- Number of Customer complaints
- Number of deliveries made
- Percentage of complaints
Customer complaints are very important to any business and less complaints makes satisfied customers and greater profit margins. Kavia produces over 750,000 components each quarter to a live customer base of approx. 50. This last quarter we received 7 complaints (a little higher than normal) that our Non-Conformity report system (NCR) tracks issue cause, rework and implements preventative actions. 3 were damaged cartons, 1 was a mislabeled and the balance reworked.
The Kavia production and quality teams have a long service history averaging over 13 years giving them a great deal of experience manufacturing high quality components and it shows in our internal and external customer quality performance scores.
