Overview of Malcolm Baldrige National Quality Award Application

Overview of Malcolm Baldrige National Quality Award Application- Lockheed Martin (2012) Section 3: Customer Focus Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

Customer Focus: Who is the Customer? q Lockheed Martin Missiles and Fire Control (MFC) customers are active members with: • Integrated Products Teams (IPTs) • Defense Contract Management Agency (DCMA) • Members of the Department of Defense (Do. D) Company Motto: “We Never Forget Who We’re Working For” Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

3. 1 a Voice of the Customer: Customer Listening ❏ Missiles and Fire Control (MFC) has a Voice of the Customer (VOC) process that includes: ● Gathering and documenting information ■ Whether through formal or informal methods ● Verifying data ● Enter data into the Enterprise Excellence System (EES) ❏ MFC also initiates and participates in Kaizen events with customers ❏ Monitors customers’ comments on social media ● Facebook, Twitter, Youtube, and Flickr ❏ Listens to comments from former customers, potential customers, and customers of the competitor Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

3. 1 b Determination of Customer Satisfaction and Engagement ❏ Missiles and Fire Control determined the following elements to measure customer satisfaction. Examples of the elements are: • Performance, reliability, cost, schedule • Responses on annual Contractor Performance Assessment Report (CPAR) • Duration of the Product Life Cycle ❏ Credit to strong working relationships with customers to resolve issues earlier ❏ Improvement in product reliability, affordability and schedule reduced customer dissatisfaction • When dissatisfaction is noted, MFC looks for the Root Cause as soon as possible Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

3. 2 a Product Offerings and Customer Support ❏ MFC create products through the gathering of information and identification of needs ❏ Customers of the company are often able to ask questions about a product at any time ❏ During the Strategic Planning and Execution System (SPES), analysis and evaluation of gathered information leads to the creation of customer segments ❏ The information is gathered on either a weekly or monthly basis, with evaluation done on a pre-determined basis for MFC Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016

3. 2 b Building Customer Relationships ❏ Missiles and Fire Control carefully manages and nurtures relationships to: ● Acquire customers and build market share ● Retain customers, meet their requirements and exceed their expectations ● Increase their engagement ❏ MFC utilizes a seven (7) step method to handle complaints in their Complaint Management Process ❏ MFC encourages the customer’s involvement in solving the problem or concern Cam Mobley, Josh Crawford, Mike Rainwater Quality Engineering Spring 2016