Implementing Quality Management System at Hyundai Motors This case study is an example of how an organisation has been able

to successfully adopt the automotive standard QS 9000. The company Hyundai Motors India Limited is 100 per cent subsidiary of the South Korea-based Hyundai Motor Company. Hyundai India started its operations in the year 1996. In September 1998, Hyundai India stated mass production of its well-known "Santro". It launched its second model "Accent" in October 1999. It achieved the milestone of producing 2lakh cars within a span of 30 months. In the year 2000, it started establishing its products in the global market. It launched its super luxury sedan "Sonata" in July 2001. What does quality mean to Hyundai India? As per Hyundai India's policy quality does not mean meeting the specification. Quality for Hyundai India means meeting the customer requirements and exceeding their expectations. They also concentrate on our indirect customers. They were the first to introduce MPFI (Multi-point fuel injection) in 1998 for the small car segment, even when the Euro II standards were not mandatory. When and why did Hyundai India go in for QS 9000 Certification? Hyundai India was certified to QS 9000 in January 2002. QS 9000 is a customer-driven automotive standard. It focuses on defect prevention, continuous improvement and reduction of wastage or variation in the supply chain; development of sub-contractors; product quality, cost, delivery and service. It is based on a preventive methodology. It uses disciplined cost, delivery and service. It is based on a preventive methodology. It uses disciplined problem solving methods. As they were already following the above, they realised that by adopting QS 9000, the above practice could become more focused. Has this certification helped the functioning at Hyundai India? Yes. After they got certified to QS 9000, the activities were streamlined; a focused approach on planning was established. A team of professionals started concentrating on solving problems and identifying potential areas of improvement. The attitude of workers improved They feel motivated to come out with more ideas on mistake proofing, defect prevention, statistical analysis of a particular activity etc.

Could you briefly mention a before and after scenario in which certification to QS 9000standard has helped Hyundai India (any two key instances) - By adoption of Failure Mode and Effect Analysis (FMEA), they are able to identify potential failures of the product and take control measures in time.- They are able to measure the customer satisfaction / dissatisfaction levels, whereby they are able to improve their products through process control. Have there been any direct benefits as a result of this certification? Has it affected Hyundai India's bottom line? By implementing QS 9000 they have been able to improve the direct pass ratio of their vehicles. The field claims on their product has also reduced. Has the quality certification helped you market your products better? Has it helped you service your clients better? Yes. Customer complaints were analysed by the auditors at length and they looked in to every corrective and preventive action plan. By adopting QS 9000, they have eliminated all unrelated / waste processes, non-value added solutions, thereby focusing only on the customer requirements. What has been the employee reaction to the adoption of QS 9000? Employees could relate to QS 9000, as it was close to their work. The employees have now become more proactive. What was the certification body's role in implementing the QS 9000 standard effectively? They realised that the competence of the certification body in implementing a standard helps a lot as they are our guide to through the process and only if they are competent, can the full objective of the standard be achieved. TV deutschland's auditing approach was practical. The auditors were looking for facts and activities focused on continuous improvement. They helped us implement some improvement oriented systems and eliminating some redundant procedures. This helped us a lot in implementing QS 9000 effectively.