If you are to ask Jonathan Owens, Plant Manager of Crystal Fountains in Vaughan, Ontario he will tell you it is the goalie!
Quality System processes, scorecards and strategies can be difficult to develop; however, these same quality systems protect your customer and your company. Quality errors can be very expensive. Rework, decrease in brand name reputation and waste are a few factors out of many that can touch the bottom line through quality issues.
Jonathan’s message to the guests at the Sept 21st SIG: Quality System is the “Goalie for the Company”. Just like a goalie stopping pucks from entering the net, Quality Systems assist companies from letting rejects from customers occur. Crystal Fountains has put in place strategies that back up this statement.
Empower Your Employees - Give the employees the right to stop production:
When an employee at Crystal Fountains stops production due to quality, the stoppage is taken seriously and a “red flag” meeting is called. This meeting is held at the workstation, the quality concern is immediately addressed using input from different departments, including the production operator. Crystal Fountains empowers their employees by including them in meetings, using the same presentations/information for all employees so that all employees receive the same message.
In addition to employee empowerment, the quality system includes product testing. The testing is very detailed & through.
Product Testing includes:
- Stress tests
- Submerged testing (yes! Crystal Fountains has an indoor water feature where they can test their products in many different environments)
- Full mock up of product and will include “how-to” videos if the customer is not familiar with the product.
Return Merchandise Authorization (RMA) Process:
Crystal Fountains has invested in a full-time skilled RMA employee. This employee will receive the product back and conduct a full investigation of “what went wrong”. The investigation is completed in a timely manner and the conclusion is transferred to a customer report and an internal report. The internal report is used to prevent the issue from happening on future orders.
Crystal Fountains has created a quality culture and through this culture created efficient operations to meet company goals and future success!
As always, what was discussed at the SIG was much broader than what is highlighted in this blog. Additional topics included vendor reports, supplier scorecards and global procurement.
A warm thank you to our speaker, Jonathan Owens, Plant Manager for hosting the SIG event at Crystal Fountains and for sharing the best practice.