Page 54 - KRA Annual Report 2020

KRA ANNUAL REPORT Company
2020 Improvement
Activities

In the Quality Customer Survey (QCS), QCDSM aspect were
measured. Generally (Distributor & Customer view), the
survey result related KRA product, support or image were
better than competitor. But, some point must be improved and
need to be speed-up, such as :
· Repair decision when product failure occurred
· Feedback for product failures
· Feedback on claims decisions
Result of QCS · Handling problems in site

Best Product & Worst Product were Chosen by Distributors and Customers :
► Best Product Performance :
a. Engine, Powertrain (T/F & A/X) & Cylinder of HD785-7
b. PPM of PC2000-8
► Worst Product Performance :
a. Engine & Powertrain (T/M) of GD825A-2
b. PPM & Cylinder of PC1250SP-8R
Expectation life for reman component (customer & distributor) is 81~90% from Brand New Component.

2.4 QUALITY GATHERING WITH DISTRIBUTOR

The decline in current business condition, forces KRA
to be more agile to keep the market. One of them is by
maintaining good relations with distributors as the
vanguard to maintain the brand image of KRA’s
components in customer’s perspective. KRA conduct
quality gathering with distributor by web conference to
grab some quality issue, strengthen cooperation &
good relationship, and the most important thing is to
get commitment from distributors related their support
to keep KRA’s components quality on sites.
Quality gathering with distributor
The quality gathering held on February 22nd, 2021
with around 70 participants from Balikpapan area and
distributor representatives from all sites.

Quality audit participant (online)

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