We have used a lot of approaches to quality control, but for th e first time, Total Quality embraces, the total dedication of the company to fulfill a customer' s requirement. I think this is a big change and we have to be sure that there is a whole will and we will all agree that the cust omer is not a user. A customer is a person who will take a pan of your job and he will process it on the basis of his own value.

For us Total Quality means that everybody in the organization has to perform a quality job. Then we de cided that on the ideal customer and supplier relation the organization has to be properly involved: that means that all the departments, all the functions and all the means in the corporation have to be involved o n such a new approach. We h ave to change our management system and establish a new relation-ship with suppliers on every level and change the relationship bet ween the technical and commercial side of the Mr. Jean L. SANTANDREA company. We have to adopt a brand-new Renault Agriculture - France approach to our relations. If I can m ove on to the principle of methodology, one of the big lessons we learned from the system was that rather than have a succes sive step of PRINCIPLES OF TOTAL QUALITY improvement, we were going to have APPLIED TO AGRICULTURAL permanent progress. Permanent progress MACHINERY: can be achieved in several ways, one is to be THE CASE OF RENAULT more efficient and to be economic and through that, on the technical side, we have to work on quality costs, value analy sis It is not a lways easy to start in such a and value engineering. We need to improve discussion on Total Q uality because I am on process and to do that we have t o pretty sure everybody has colle cted and manage the process inside a company learned a lot of information about that, from differently. We have to have perm anent our Japanese colleagues mainly. What I progress on the management of people. We prepared to do was rather than repeat have to build hum an motivation because information probably unknown to a lot of later on I will tell y ou how the wealth of a us, was to emphasize several aspects which company is the people working for that were taken by our co mpany on such company. The most important way as I development. have already told you. is to build a new relationship between the custo mer and the supplier. Practically we are used to say ing that the customer is a

167 "king". Any person or company has to be up information, we have to survey the fully dedicated to the respect of the customer. problem, we have to research for reasons. We have to rank the reasons, we have to searc h If we tr y to understand where t he problems ideas, we have to sele ct ideas, w e have to lay in the past, we had the problems of apply action, we have to m easure the results, efficiency or economy because the process of we have t o correct again, we ha ve to realize product development and manufacturing was and we have to build up expertise. This is th e not ideal. We had an inadequate process and approach our co mpany has been ta king for a so we have to set a new series of standards to few years now. Then we have to measure an d improve the process. We failed in human we first of all have to build a refere nce point relations inside the company, and then, once and we are probably all using the same system again, we have to build a new human to check the cost of quality. It is a number of relationship and have an u p and down control you build throughout the processing of information on the subject. We have to the product. We at Ren ault, in the past three understand why a customer might be unhappy years, have increased th e number of controls and then we also have to build standards to along the process of the product three fold. define and understand why a customer might We have cut the number of defects on each of be satisfied with a product. Once again, where our products by three but to do that we Total Quality is forcing people to change their obviously had to have the full involvement of current approach is on the quality of support our people. and service and, if I m ay say, the quality of the cost. I am just re peating for the second tim e that we consider in our com pany that wealth is How can w e be m ore reactive to innovation people, they are creative, they are clever, they on the product and deliver a c orrect product have built a lot of knowledge and we have to as soon as possible? To do that obviously we use this expertise to the advantage of the end have to improve the quality, and I repeat, not customer. Once aga in, in Re nault, on the only the quality of the product, but the quality research and development, we have put more of the service too. If a customer is satisfied he emphasis on quality insurance; on the will be more inclined to come back t o you management side we have put new principles than in the past. on standards; we have developed a cult ure within the company of bette r communication Moreover, to satisfy a customer you have to a more training. We have trained our people offer him a package for a more attractive cost on quality, on the Total Quality spirit, and we and you have to give him the answer he wants have given them total quality tours. We have more quickly than in the past. We have to emphasized employee professionality and we look at the misfunctions, be more responsible have established management spirit. On and have more responsiveness. I will not give communication, we have built up a you too long a lecture but all of us, I am corporation communication system and we absolutely sure, follow the same rule with have changed and improved a little the culture regard to improving the process and in order by processing the leadership, the to solve the problem we have to identify and sensitiveness, the m ulti function approach of select the problem, we have to build the various jobs and the value of each item.

168