Introduction
If the definition of Quality, as taken from literature, is “conformity to specifications” this descriptive level is no longer enough. We should in fact call upon Alberto Galgano, proponent of total Quality in Italy, who defines Quality as “love for the customer”.
The challenge among competitors is not the same as it was in the past. Once, word of mouth was a way to generate loyalty and circulate a good reputation among customers, but now it is no longer enough. We need only think of the potential of the internet and of social media, which provide the concept of “experience” with a speed and power that were previously inconceivable.
In this new marketplace, every one of us is therefore an integral part of the “value chain” and, depending on the circumstances, becomes someone’s customer and someone else’s supplier. Without going into the procedures that detail ways of sending out goods, the idea of this “browser” is to provide a tool that focuses on concepts to “feed” the growth process, and on the change of direction towards supply excellence.
The turning point was the 2009 Suppliers Meeting, when a new method of approaching processes was presented. It marked the creation of the PPAP (Part Production Approval Process), a manual in 10 sections, containing all of the information needed to characterise the process. The main benefit of the PPAP is represented by its simplicity and by the possibility it offers to analyse and share any critical points in the supply process beforehand, during the stage preceding industrialisation.
Faced with the proven functionality and the historic authenticity of the process, it is also possible to adapt project specifications to the production situation and access company know-how.
While drafting the PPAP, the Supplier has the possibility to dialogue with Benelli to look in greater detail at the salient characteristics required by the customer and also point out any doubts about their capacity to satisfy requirements. In 2010, a new range of tools aimed at, and for, the supplier were brought into play. Benelli feels that these tools have made it possible to complete a further step in improvement, another step forward in consolidating a relationship of constructive collaboration.
From this viewpoint, “looking ahead in the same direction” represents Benelli’s commitment to overcoming the logic of past customersupplier conflict, to the benefit of mutual trust.
This trust is generated through a virtuous cycle, represented by boosting credibility and trust, and facilitating the relationship or in other words: building a future together.
Consolidating the process of innovation that is underway is possible through successive supplier meetings. Data shown during work days have confirmed, without any reasonable doubt, that the road taken is a fast track to privileged access to working with Benelli. The result is a team game, the effect of which is conscious growth in responsibility, distributed along the whole value chain, which is an essential condition for excellent results.