Caterpillar Quality Manual

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CaterpillarQuality Manual

• Presented by
• Kristen Hammel Rashmita Tripathy

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INTRODUCTION

• Caterpillar is a big multinational corporation
  based in the United States. Its products and
  components are manufactured in 50 U.S based
  facilities and in over 60 other locations which
  span 23 countries worldwide. Its headquarters,
  core research and development activities are in
  Peoria, IL. The products, services and
  technologies of Caterpillar fall into three
  principal lines of business Machinery, Engines
  and Financial Products

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INTRODUCTION(contd.)

• Caterpillar is the worlds largest manufacturer
  of
• Construction and mining equipment,
• Diesel and natural gas engines, and
• Industrial gas turbines.
• Additionally, it also manufactures a wide range
  of
• Heavy equipment, mainly engineering vehicles,
  including the Caterpillar D9 bulldozer.
• Thus, Caterpillar is recognized as a global
  leader and is geared towards customers with an
  emphasis on total quality management.

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ORGANIZATIONAL CHART

• TOTAL QUALITY MANAGEMENT TEAM
• Total Quality Management Council
• CEO
• Senior Manager of Design Senior Manager
  of Marketing Senior Manager of Finance
• Manager of Production and Quality
  Coordinator or Consultant
• Human Resources
• Employees Customers

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VISION STATEMENT

• Our vision is to become the undisputed, global
  community leader in the development of
  construction and mining equipment, diesel and
  natural gas engines, and industrial gas turbines
  equipments. We aim to achieve this by offering
  the maximum value to our shareholders and
  ensuring the highest customer satisfaction by
  helping them increase profitability and by
  offering more valuable services and support
  programs. We will also strive for continuous
  growth and innovation and will always be the
  first choice of employees, customers and all our
  stakeholders. We wish to accomplish this vision
  by improving our operating performance, having
  sustained growth, and maintaining the highest
  level of technology and quality throughout our
  organization.

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WHY?

• We choose this vision statement to let our
  customers and shareholders know that we are
  committed to offering quality services and
  products and quality management is a must within
  our business.

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MISSION STATEMENT

• As a global leader, Caterpillar will provide the
  best products and services in construction and
  mining equipment, diesel and natural gas engines,
  and industrial gas turbines for helping people in
  construction and transportation. Caterpillar
  will be successful by continuously improving the
  quality and performance of its products according
  to the expectations of the customer, so that both
  customers and shareholders can get maximum value
  from their transaction. Additionally, employees
  will get the appropriate reward for their
  responsibilities and thus remain motivated. Our
  focus on superior customer service, sustained
  growth and our ability to take advantage of
  strategic opportunities will enable us to
  maximize profitability. We will try to be
  socially responsible and conduct our business so
  as to protect our environment.

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WHY?

• When developing the mission statement, we
  considered the organization's products, services,
  markets, values, and concern for public image,
  and made sure to include all of the above in the
  mission statement.
• Also to let our customers know that we will
  provide the best quality.

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QUALITY POLICY STATEMENT

• We at Caterpillar are committed to offering
  products of the highest quality and the most
  advanced technology to our customers worldwide.
  We strongly believe high quality is achieved by
  listening to the voice of the customer and by
  continuously innovating so as to deliver superior
  products and services. We aim to have all of our
  employees committed to Total Quality
  Management. For us, quality is of paramount
  importance to our corporate strategy because it
  ensures the most loyal customers.

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WHY?

• We wrote our quality policy statement to allow
  the public to understand what our values are, and
  to let customers and stakeholders know that our
  values guide us as we strive to meet our mission
  and achieve our vision.

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DEPARTMENTAL GUIDELINES

• We have chosen three departments of Caterpillar
• (1) Marketing Sales
• (2) Production Quality
• (3) Human Resources Department

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STANDARD OPERATION PROCEDURE Production and
Quality Departments

• Objective Create a production plan.
• Scope - Multiple departments like the forecasting
  department, the marketing department, the
  production department, RD, human resources and
  the plant managers.
• Responsibilities - Forecasting analysts,
  marketing analysts, production managers, human
  resource personnel and plant managers and the
  Quality Council.
• Procedures 6 steps - Forecasting and Marketing
  Planning, Inventory Management, Manpower
  Determination, Production Planning, Quality
  Incorporation, and Implementation

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STANDARD OPERATION PROCEDUREMarketing and Sales
Department

• Objective - help firm manage its market
  development process.
• Scope sales personnel in all the various
  departments.
• Responsibilities Management team for a specific
  market supported by marketing analysts and
  researchers, financial and supply chain/logistics
  managers.
• Procedures scout various markets, consult sales
  personnel in existing market and product
  segments, consult marketing analysts and
  researchers, investigate and gather sufficient
  data about the markets, analysis of this data by
  analysts, select markets based on attractiveness
  and risk.

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STANDARD OPERATION PROCEDURE Human Resource
Department

• Objective Help the HR department in the hiring
  and recruiting of qualified employees.
• Scope limited strictly to the HR department.
• Responsibilities handling employee benefits
  questions or recruiting, interviewing, and hiring
  new staff.
• Procedures Contact applicants previous
  employers and personal references by telephone,
  check LEADS and the records of the Illinois
  Secretary of State to determine history of prior
  arrests/convictions, maintain all written
  contacts and retain the results of the background
  investigation with the candidates application
  form.

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Rashmita Kristen

• Our meeting place Panera
• We would usually meet on Sunday afternoons
• We worked well as a team
• We both listened to each others ideas and built
  off of each other.
• Learned about different cultures and learned to
  work through language and cultural differences.