Quick Response to Customer Demands Pursuing quality improvement through innovative field quality investigation and analysis
Quality improvement is integral to our goal of achieving the highest degree of customer satisfaction possible.
The Field Quality Center (FQC) is where we address vehicle problems our customers face in the field while driving in various conditions. The FQC's primary objective is to enable speedy improvements and refinements when quality issues arise. This is how we ensure that our customers continue to enjoy a safe and comfortable driving experience.
The FQC aims to better understand the needs of Nissan's diverse range of customers and build vehicles with a high level of customer satisfaction. The FQC is continually seeking to improve product quality in the field.
At Nissan, quality is a key attribute in establishing brand value. Quality improvement is a never-ending process, and is well integrated into our product development and production processes.
* The Field Quality Center is the nerve center for quality improvement.
More responsive, more accurate: seven locations worldwide to better serve customers around the globe.
Nissan vehicles are driven around the world. The demands made on our vehicles differ greatly depending on the country and the environment in which they are operated. Individual customer expectations are also diverse. In addition, certain Nissan vehicles are manufactured and sold only in specific markets, such as Japan or the United States.
To better understand our diverse range of customers and their needs, we have established Field Quality Centers in seven locations worldwide. This allows Nissan to listen more closely to what customers in each region want, as well as respond more quickly and accurately to the issues that arise there.
Each FQC also contributes to the overall development and manufacturing process. Issues related to auto parts-along with feedback collected from the field-can be sent back upstream to help prevent recurrences and contribute to improvements in subsequent designs.
Optimization in the shortest timeframe: Building an organic organization.
The key activity of the FQC is field quality investigation and analysis, or FQIA*1. The objective is to "make improvements so quickly that we exceed our customers' expectations." To achieve this, suppliers and various functions at Nissan*2 thoroughly research the problem together and identify what elements need to be improved. By studying the actual parts, the engineers and other experts can come up with the optimal countermeasures in the shortest period of time.
- *1 FQIA involves collecting problem parts in large numbers, analyzing them, and then duplicating the operating conditions under which the problem occurred. These highly reliable methods allow us to pinpoint the root cause and take the necessary measures for improvement.
- *2 Relevant functions in Nissan include the Development, Manufacturing, Field Quality Improvement (FQI) and Field Quality Assurance (FQA) groups.
What is important in the field? Sticking to the "three gen" principle.
Nissan is committed to always delivering the best-quality vehicles to our customers. However, there is a gap between "shipping quality"-before sales begin-and "market quality," as judged by customers. To minimize that gap, conditions in the field must be accurately understood. This is why the FQC follows the "three gen" principle, which stands for genba (onsite operating conditions), genjitsu (fact-based data) and genbutsu (real parts). We inspect the actual parts and even the vehicle exhibiting the problem, replicate the problem, and determine the root cause based on observable facts.
Our nerve center for quality improvement, where we put our findings into practice: The Field Quality Center
The FQIA process is showcased in an exhibition area highlighting Nissan's quality improvement activities. Past case studies are displayed along with clear examples of the FQIA workflow. We make every effort to achieve optimum quality and reliability so that our customers have total confidence in Nissan vehicles.