MAMMUT TRAILER DIVISION Doc. No.

: MTD-QSM-Annexure ‘B’
QUALITY MANUAL
Quality Objectives Rev.: 0 Date:

MAMMUT TRAILER DIVISION:

Quality Objectives F 2006-2007 IMPROVED COMMUNICATION
SN Quality Objectives Target Actions Required Frequency Responsibility
1 Sales & Marketing
December 1. Suppliers need to commit to fixed and firm dates.
Commitment on Lead Times is 2006 2. Exceptions or deviations from commitment dates need to be investigated Every 3 Months GM /
not realistic for root cause Sales Manager
3. If internal supplier, the issues must be reported on in a monthly meeting
with Executive management
4. Feedback to customers BEFORE they call us
2. Design Engineering 5. If suppliers (Iran) are performing the detailing design of the trailers Ongoing GM
December based on our sketch, the design should still be approved by MTD Dubai
Improved communications 2006 in order to check for correctness against the original specifications from
between Suppliers and MTD the customer
3. General Manager 6. Implement the Master Log tool in full on a centrally available server such Ongoing GM
December as MS outlook, Public Folders
Needs to create a flow of 2006 7. Monitors Exceptions
information between departments
enabling work progress to be
communicated to customers,
purchasing, shipping, planning etc

4. General Manager 8. 2 weeks after the delivery date of the trailers, a nominated person must Ongoing GM
December call the customer to assess satisfaction with service and product. Results
Enables two way communication 2006 are recorded. Dissatisfied customer reports must immediately be
between MTD and the customers escalated to the G.M for resolution, C.C the Vice President
by performing satisfaction surveys 9. All resolution details must also be recorded and forwarded to the Vice
President.
10.A bi-annual general customer satisfaction survey must be performed by
the Sales Manager. Results are recorded and reported on in the
management meeting
5. Communication of Design January 11.Each design is given a classification type at design phase Monthly GM/
Requirements 2006 a. Standard = Type 1 Quality Manager
b. Standard with Modifications = Type 2
Reduce errors in reworks c. Non Standard = Type 3

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 MAMMUT TRAILER DIVISION Doc. No.: MTD-QSM-Annexure ‘B’
QUALITY MANUAL
Quality Objectives Rev.: 0 Date:

12.Work order clearly highlights the design type

13.QC will complete a design checklist to accompany the drawings thru-out
the manufacturing phase
14.Increase QC checks, frequency and areas.
15.QC will perform checks and Isolate the root causes of all failures and
apply corrective actions
16.Once the causes are isolated, take active steps to move from corrective to
preventative methods (such as training)
6. Stores 17.Setup Rack n Bin systems, with Bin cards to manage volumes on hand, Ongoing Plant Manager
October re-order cycles, including set minimum and maximum quantities Material Controller
Introduce an effective inventory 2006 18.Setup Zones and Bays for raw materials, and finished products.
management system, enabling 19.Set re-order entry points for all materials and consumables.
timely communication for 20.All materials issued must be issued against a cost centre (job number)
material requirements, and stock 21.Target 1= 0 stock outages
available 22.Target 2= No surplus stock piles
23.Target 3= Effective flow of information between procurement, planning
and stores

7. Procurement 24.Target 1= 0 stock outages Ongoing Procurement Manager/

Reduce delays currently caused by
suppliers’ not communicating
delays or changes to original
specifications.
October 25.Target 2= No surplus stock piles Planning Manager/
2006 26.Target 3= Effective flow of information between procurement, planning Stores Manager
and stores
27.Develop a system of main suppliers, with secondary and tertiary suppliers
as backups
28.Increase stock levels to a three month cycle
29.Implement cyclical purchasing
30.Obtain and test samples of each proposed supplier before placing orders
31.Measure and manage weaker suppliers out of the buying system
32.Subcontractors to be treated as suppliers
33.Follow-up on order status with the suppliers in time to execute an
alternative plan
34.Introduce a penalty clause for substandard service

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8 Manufacturing
Need to communicate progress to
shipping and customer service
dept
9 Shipping
Preplanned with the customers for
delivery schedule. Trailers
dispatched on time and with the
correct documentation
10 After Sales Workshop
Ensures that the customer is
satisfied with the service received
11 Human Resources
Manpower planning and skills
development are ongoing and
need to be formalized to ensure
that we always have enough
people, at the right skills to
complete the jobs on hand.
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MAMMUT TRAILER DIVISION Doc. No.: MTD-QSM-Annexure ‘B’
QUALITY MANUAL
Quality Objectives Rev.: 0 Date:
December 35. Capture the expected Finish date into the Master Log, enabling shipping Weekly report Production Engineer
2006 to plan, and CSD to communicate effectively with the customer Shipping Coordinator
36. Capture finish date into the Master Log
37. Send finished goods to inventory list
October 38.Uses the Master Log information and communicates with the delivery Weekly Report Shipping Manager
2006 point/customer for scheduling actual delivery dates Daily Updates
39.Customs documentation and invoices need to be planned for against the
scheduled dispatch date
40.Policy for shipping required to manage late or premature deliveries
41.All delivery notes must be captured into the Master Log for CSD to
answer enquiries on deliveries
42.Customers, where not same as delivery point, must be notified of the
successful delivery.
43.Where the delivery point has altered the customers required date same to
be communicated to the customer
August 2006 44.Performs a follow-up satisfaction call 1 week after the service is On Going After Sales Coordinator
rendered
45.Records the replies Assessed GM
46.Takes immediate action to resolve issues causing dissatisfied customers monthly in
47.Gives feedback to the customer on actions taken to resolve the issue. Management
Meeting
September 48.Annual manpower and recruitment plan to be established within the Quarterly G.M
2006 budgets, and managed by HR Manager
a. Quarterly reviews
b. Effect of Volume increases, either temp or perm
c. Planning for resources during gaps created by vacation
periods
49.Hay Grading System project to be completed Once-off
50.KPIs to be setup and performance to be measured 3 monthly
51.Reduce staff turnover by using statistical information to isolate relevant 3 Monthly
trends. Charters to be developed for reducing staff turnover
52. Induction training plan to include the focus on managing customers New Recruits
requirements, reporting exceptions, communicating changes or success in
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 MAMMUT TRAILER DIVISION Doc. No.: MTD-QSM-Annexure ‘B’
QUALITY MANUAL
Quality Objectives Rev.: 0 Date:

achieving schedule

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