Chief Operating Officer Mercedes: "Não há melhor sistema de produção que o da Toyota"
Entrevista da Auto Motor und Sport.
É algo supreendente ver a Mercedes dar a mão á palmatória.
Mas acho que só lhes fica bem, transmite confiança aos consumidores que estão a trabalhar para melhorar os produtos para voltarem a ser o que eram, uma marca acima de qualquer suspeita.
http://www.auto-motor-und-sport.de/n...3950_13987.hbs
É algo supreendente ver a Mercedes dar a mão á palmatória.
Mas acho que só lhes fica bem, transmite confiança aos consumidores que estão a trabalhar para melhorar os produtos para voltarem a ser o que eram, uma marca acima de qualquer suspeita.
http://www.auto-motor-und-sport.de/n...3950_13987.hbs
Mercedes: quality as never before
Rainer Schmückle image zoom, as Chief Operating Officer at Mercedes for production and quality jurisdiction over quality problems in the past and what Mercedes from Chrysler has learned.
In the auto motor sport and image analysis is the issue of reliability Mercedes within five years from 84 to 67 percent slipped off. Toyota reached 91 percent. How do you get connected?
Schmückle: I think there is no mark on the world, where the customers so naturally assume such quality at Mercedes. A few years ago when we were a few models such high expectations are not met. The customers have clearly returned, and Mercedes has understood this. There is certainly something to do, but our vehicles are in quality as good as never before. With a certain time delay will be used in the surveys reflected image.
To what percentage, the number of errors since the last quality offensive at Mercedes reduced?
Schmückle: Since 2002, we achieved error per vehicle gradually reduce by 50 percent.
What do you look for the person you mentioned quality problems because actually changed?
Schmückle: We have once again learned that quality is the fundamental prerequisite for everything that we do. One example: We develop, produce and maintain a vehicle today, after a well-defined system of quality. At each stage of product development to be clear criteria established, and only if all are met, we go to the next step. Since the M-2004, we make these so-called
Qualitätsgesteuerten ramp-up for the introduction of new vehicles.
Do you define and adherence to prescribed exactly processes of Toyota?
Schmückle: There is certainly no production system, which is described better than that of Toyota. But we have due to the much higher levels of individualization of our vehicles have very different requirements. We therefore had to find our own way. But one thing is clear: processes and their statistical control in such a complex system of central importance.
Has Mercedes also learned something from Chrysler?
Schmückle: The Service Culture in the United States is much more pronounced. Chrysler has an excellent system for the processing of customer complaints, which we also have at Mercedes.
What exactly?
Schmückle: When complaints arise, for which no technical solutions available, Chrysler has clearly defined periods in which the problem in the hierarchy upward moves. After a few weeks, it is at the Chrysler chief personally on the table. Thus, the organization for the solution of the problem from the beginning enormous pressure.
A few years ago made many especially the electronics in the cars big problems. Has Mercedes also too much too quickly in the series?
Schmückle: What was with the technological development has not kept pace, the test procedures, such as for software. Mechanics, we were able to construct not only good but also good test. That was certainly the issue of electronics initially not the case, as it should have been. Meanwhile, we have developed appropriate test methods and apply them consistently.
Some manufacturers have as a consequence of the defects again electronics systems from the vehicles removed. Is the industry on the goal overshot?
Schmückle: I think that if you once customers have made palatable features, it is difficult to abandon it again. It may have individual cases where we times on the top. But I think that most electronics systems for safety, driving dynamics and comfort reasons are essential.
Are the alternative drives as hybrid or Bluetec-technology electronics wave is the next big challenge?
Schmückle: This is certainly the biggest challenge of the next ten years. These are not the individual elements of the problem, but how they deal with the other elements in the vehicles together. As a hybrid, we need to allow the expectations of our customers - more consumption-or rather fahrspaßorientiert? These are the
Questions we must answer in the future. We are moreover no longer conceive vehicle that is not hybridfähig.
Have you as a reaction to the quality problems areas which suppliers have been taken over again?
Schmückle: We have, in fact, individual issues back again, we as a core competency of the brand see - like the all-wheel technology. A general trend, however, there is not.
Rainer Schmückle image zoom, as Chief Operating Officer at Mercedes for production and quality jurisdiction over quality problems in the past and what Mercedes from Chrysler has learned.
In the auto motor sport and image analysis is the issue of reliability Mercedes within five years from 84 to 67 percent slipped off. Toyota reached 91 percent. How do you get connected?
Schmückle: I think there is no mark on the world, where the customers so naturally assume such quality at Mercedes. A few years ago when we were a few models such high expectations are not met. The customers have clearly returned, and Mercedes has understood this. There is certainly something to do, but our vehicles are in quality as good as never before. With a certain time delay will be used in the surveys reflected image.
To what percentage, the number of errors since the last quality offensive at Mercedes reduced?
Schmückle: Since 2002, we achieved error per vehicle gradually reduce by 50 percent.
What do you look for the person you mentioned quality problems because actually changed?
Schmückle: We have once again learned that quality is the fundamental prerequisite for everything that we do. One example: We develop, produce and maintain a vehicle today, after a well-defined system of quality. At each stage of product development to be clear criteria established, and only if all are met, we go to the next step. Since the M-2004, we make these so-called
Qualitätsgesteuerten ramp-up for the introduction of new vehicles.
Do you define and adherence to prescribed exactly processes of Toyota?
Schmückle: There is certainly no production system, which is described better than that of Toyota. But we have due to the much higher levels of individualization of our vehicles have very different requirements. We therefore had to find our own way. But one thing is clear: processes and their statistical control in such a complex system of central importance.
Has Mercedes also learned something from Chrysler?
Schmückle: The Service Culture in the United States is much more pronounced. Chrysler has an excellent system for the processing of customer complaints, which we also have at Mercedes.
What exactly?
Schmückle: When complaints arise, for which no technical solutions available, Chrysler has clearly defined periods in which the problem in the hierarchy upward moves. After a few weeks, it is at the Chrysler chief personally on the table. Thus, the organization for the solution of the problem from the beginning enormous pressure.
A few years ago made many especially the electronics in the cars big problems. Has Mercedes also too much too quickly in the series?
Schmückle: What was with the technological development has not kept pace, the test procedures, such as for software. Mechanics, we were able to construct not only good but also good test. That was certainly the issue of electronics initially not the case, as it should have been. Meanwhile, we have developed appropriate test methods and apply them consistently.
Some manufacturers have as a consequence of the defects again electronics systems from the vehicles removed. Is the industry on the goal overshot?
Schmückle: I think that if you once customers have made palatable features, it is difficult to abandon it again. It may have individual cases where we times on the top. But I think that most electronics systems for safety, driving dynamics and comfort reasons are essential.
Are the alternative drives as hybrid or Bluetec-technology electronics wave is the next big challenge?
Schmückle: This is certainly the biggest challenge of the next ten years. These are not the individual elements of the problem, but how they deal with the other elements in the vehicles together. As a hybrid, we need to allow the expectations of our customers - more consumption-or rather fahrspaßorientiert? These are the
Questions we must answer in the future. We are moreover no longer conceive vehicle that is not hybridfähig.
Have you as a reaction to the quality problems areas which suppliers have been taken over again?
Schmückle: We have, in fact, individual issues back again, we as a core competency of the brand see - like the all-wheel technology. A general trend, however, there is not.
) . obviamente o JIT nao faz tudo pelo controlo de qualidade da toyota, alias, acho que faz mais pelo nivel de custos, pq impoe os custos para quem produz para eles. 
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