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Hyundai Motor Company
Quality Management
- Contents
Hyundai History
Total Quality Management
Hyundai’s Quality System
6 ? sigma
Recognition of Quality
Conclusion
Hyundai Motor Company
1967 Hyundai Motor Company is incorporated
1998 Acquisition of Kia Motors
2000 Incorporated first Korean automotive group
2003 Exports exceed 1 million units; 10 billion dollars
First in Korean Industry Customer Satisfaction for 10 years running
2004 New record for Korean exports of 10 million units exported
2005 Enters 100 Best Global Brands
2006 Sixth worldwide in total production
2008 Top place for eighth consecutive year in national customer satisfaction survey (NCSI)
2009 Selected by JD Power new-car quality survey as first in general brand category
2xxx One of the fastest growing brands in the motor industry
Ranked No1. by A…(생략)
(1) TQM - customer satisfaction
1. Operating customer service center →Voice Of Customer → Receive a review of customer
2. Development of “HCSI “conducts Customer Satisfaction Survey Annually
3. Hyundai’s Quality System
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sion of “innovation for the customer”
Philosophy that prioritizes customer satisfaction
Goal of high-value that improves brand and emotional connection
(1) TQM - customer satisfaction
1. Operating customer service center →Voice Of Customer → Receive a review of customer
Complaint on the internet or telephone → customer receives expert’s advice→ Analyze VOC
→ improve the business process
2. Development of “HCSI “conducts Customer Satisfaction Survey Annually
→ Continually indentifies challenges to improve business process
(2)TQM - Employee Involvement
Commitment of human resources
Double quality-QC
Hyundai-Kia Quality Headquarters
Established a new global quality organization in
North America and other overseas regions
Global quality situation room
Annual Quality Conference
There is global learning system for training employees in quality.
Hyundai motors has systematic and specialized education programs
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3. Hyundai’s Quality System
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