CONSOLIDATED FINANCIAL STATEMENTS >
DIRECTORS’ REPORT
106
| 2013 ANNUAL REPORT | PRYSMIAN GROUP
During 2013 the Quality function consolidated its position
within the Group’s various entities and pursued a strategy of
continuous improvement in performance, based on company
policy of ever increased focus on customer service. Confirming
The results achieved are also the product of the widespread
extension of the Quality function’s auditing activities,
both centrally and locally, applying the same methodology
everywhere to guarantee achievement of the high standards
of excellence set.
In line with the goal of making the Quality function an even
more effective contributor to the Group’s competitiveness,
the first phase of the “Cost of Poor Quality” (COPQ) project
was successfully completed; this project will progressively
allow all the Group’s production units to manage non-
conformities on a standardised basis, and to have automatic
access to reliable information on the associated costs. The
COPQ project will be rolled out to the various countries in
parallel with the SAP 1C system roll-out and will provide users
with more detailed information about costs, thus allowing
effective action on the most critical areas and processes using
proven methods and ways of improvement.
QUALITY
Downward trend since 2009 in the number of customer claims has continued.
the validity of the current strategy, the number of Customer
Claims fell once again in 2013 (-15% on the previous year),
continuing the downward trend of the last few years.
2009
2010
2011
2012
2013
Trend of Customer Claims
TREND OF CUSTOMER CLAIMS
TREND OF CUSTOMER CLAIMS
