Customer Driven Quality

Essay by ACETBUniversity, Master'sA+, May 2006

download word file, 9 pages 5.0


The Carrier Corporation is currently the world's largest manufacturer of heating, ventilation, and air conditioning (HVAC) systems. They have been recognized as the HVAC leader in product quality and customer service since 1915. Carrier's foremost concern and focus that supports this achievement is best described within their mission statement: "Carrier is dedicated to providing the highest level of quality and service to our customers around the world. We strive to be our customers' first choice for HVAC solutions everywhere around the world."

Quality within the HVAC industry is the key ingredient to achieving customer satisfaction. The HVAC industry is very competitive, and without a quality product that meets and satisfies the customer's needs, Carrier could not maintain the level of success and reputation for which they are currently are recognized for. Carrier's global product manufacturing must meet the highest level of quality standards along with assurance that every piece of equipment will meet the same quality requirements regardless of its origin.

Carrier must continue to strive to improve the manufacturing processes in order to meet global demands and customer expectations. In order to assist in this process, Carrier strictly adheres to their ISO 9001-2000 quality management commitment. This requires continual review and reporting process along with formal documentation for any corrective and/or improvement that may be required in order to meet their customer's expectations globally.

Every HVAC product that Carrier manufactures around the world must meet the same quality and performance requirements by way of thorough testing and documentation of assembly process for every part associated with that particular piece of equipment.

System failure due to poor quality management could severely damage Carrier's reputation. Carrier HVAC systems not only keep customers environmentally comfortable, but also protect and provide critical services for many other applications throughout the world. For this...