Measurements
Telephone Service Factor is defined as the ____ of inbound calls answered within 30 seconds or less.
What is percentage?
The number of days in which an RMA is closed
What is Less than 90?
This is part of the Cummins Total Compensation strategy.
What is Variable Compensation?
This is the target for resolving an Ecqueue
What is 1 day
Here is where you find your critical inputs, critical outputs, and your measure for those outputs.
What is SIPOC?
These errors place the perfect order life cycle at risk.
What are Ecqueues or outfiles?
Management of the customer order life cycle, customer support, and training are all ways we do this
What is how do we support our customers
ROANA is an acronym for
What is Return on Average Net Assets?
This CRM tool enables us to measure our response time for a customer's request
What is Service Cloud?
You can have both a direct and indirect impact on these ratings.
What are customer provided rating scorecards
This is the target for Call Abandonment Rate (CAR)
What is less than or equal to 5%
SIPOC is an acronym that means this
What is Supplier Input Process Output Control?
These interpretations of or supplemental requirements are linked to a specific clause(s) of this Automotive QMS standard
What are CSRs (Customer Specific Requirements)?
These two things help in the management of IATF customer accounts.
What are written work instructions and CSRs (Customer Specific Requirements)?
First 3 parts of Cummins Operating System (COS)
What is put customer first, synchronize flows, and design quality?
This is the target for Closure Rate
Less than or equal to 72 hours or 3 business days
These type of Ecqueue errors are excluded from our metric?
What are bad parts and part holds?
This repository holds training documents, scorecards, account management documents, and data retention files.
What is the Filtration Customer Support SharePoint site
Name 2 of our customers that are subject to IATF audit.
What are Chrysler and Daimler
The target for closing a customer-initiated contact is
< 3 days
This is the targeted response time for IRT
Within 4 hours or less
_____ is a lens through which we can judge the implementation of our processes and their linkage as a management system.
What is IATF Standard?
This is used to ensure that internal control processes are operating effectively.
What is an internal audit?
This is the primary Cummins process improvement method.
What is 6 Sigma?
These 3 things explain why Cummins exists, what we want to accomplish over time, and how we go about doing it
What are the Cummins Mission, Vision, and Values