Job Purpose:
Drives continuous improvement in quality for the BU.
Align processes, systems, and tools across the BU.
Works with the Commercial Managers and BOD as an advocate for the business.
Meet and exceed consumer & customer quality expectations.
To manage and develop the commercial side of quality in Decorative Paint BU.
Scope: Regional- Asean
Proposes and align quality priorities for ISC with QD and BOD.
Key Accountabilities:
Improve internal and external quality metrics:
Define key priorities for complaints / returns / COPQ reduction
Lead or support quality related improvement projects with customers and/or internal functions.
Provide the customer quality perspective in production transfers and reallocation as well as new product launches and significant product modifications.
Align improvement plan + targets with QD and BOD
Managing Customer Complaints:
Investigate & analyse main quality complaints from the market and determine which ones require further action/escalation.
Request RD and/or Technical Support team for complaint investigation and confirmation on technical justification.
Manage/implement the customer facing complaints process and root cause problem solving approach. Interface with the ISC team to handle issues end to end
Managing Quality Incidents:
Ensure execution of the containment decision (e.g., block/release stock in warehouse and/or recall
Create internal team and coordinate the incident process
Provide guidance on options for resolution
Claims negotiation:
Works with Commercial leads to help coordinate and support significant customer negotiations on quality related claims. Includes follow up on resulting actions such as dealing with insurances and working with relevant functions on root cause problem solving.
Quality Systems:
Provide ownership or support to ensure that the necessary quality management system and applicable certifications are in place in support of the necessary customer and market needs. This would include adherence to customer requirements and external certifications such as ISO, customer audits etc.
Customer triggered quality assessment and auditing:
Manage the customer triggered quality assessments, surveys etc. as well audits triggered by key customers. Ensure that issues highlighted are addressed promptly and efficiently, so that the right disciplines are maintained on a consistent basis.
Internal and Distributor Audits:
Responsible to lead and/or support agreed internal and/or distributor audits in support of the business. Includes the subsequent follow- up of non- conformance and follow- up actions.
Commercial contracts:
Support the commercial teams in the review and/or creation of quality, complaints and claims sections in commercial contracts. Goal is to ensure that contracts which carry high risk are formulated properly in quality areas including insurance and risk management for claims.
Quality related project management:
Lead or support quality related improvement projects with customers and/or internal functions. Provide the customer quality perspective in production transfers and reallocation as well as new product launches and significant product modifications.
Business quality reporting:
Manage monthly reporting, analysis and action tracking involving key department managers and other commercial and ISC quality personnel.
Systems, Data & Documentation:
Expected to lead, support, facilitate or provide development input into the necessary systems, data and processes to support the Commercial business. Includes FMEA’s, Control Plans, Process Control Documentation and PPAP/ APQP as examples of documentation.
