International Aerospace Quality Group (IAQG)

117 Pages·2014·2.3 MB·English

International Aerospace
Quality Group
(IAQG)
Alain Bonnard
EAQG Operations Manager
ULG - October 3rd, 2014
Quality,
What is it all about?
Customer satisfaction
Page 2
Customer?
Eveybody has a customer
No Customer  No business!
Page 3
Different types of Customers
 External Customers:
– The real ones!
– They are allowing you to have a job!

 Internal Customers:
– The ones you provide them with your
work!

For Products or/and Services
Page 4
The Circles of Quality
Customer
expectations
1.What are your
Customer
expectations?
Page 5
The Circles of Quality
2. From Customer
expectations to
the Specifications
(which will allow
to deliver
Product/Services)
Specifications
What I understand
of the Customer
expectations
Page 6
The Circles of Quality
3. From the
Specifications to
Product/Services
delivery
Product
/
Services
What I deliver
from the
Specifications
Page 7
The Circles of Quality
Matching the 3 circles:

• Customer expectations
• Specifications
• Product/Services delivered

is Quality
Page 8
The Circles of Quality
Main difficulty:
All Circles are moving
 They may change!
Page 9
The Circles of Quality
Circles matching
Specifications
Customer
expectations
1
3
2
Areas:

1. No Customer expectations
2. Expectations not met
3. Only area meeting Customer expectations
Page 10