Meet Viktor who works as Customers Contact Coordinator
14 OKTOBER 2024
The quality organization is a support function in quality issues and problem solving for the cab production in Oskarshamn. Customer support is one of the departments that belong to Quality. The department has a very broad function, both internally in Oskarshamn and externally to other units within Scania.
- We are two Customer Contact Coordinators who work together with Quality Engineering. We are their hand out to the assembly and other operations within Scania Oskarshamn. We are a bit of the spider in the web for quality assurance of processes and deviation management, says Viktor Henriksson, Customers Contact Coordinator and acting teamleader at the Quality Department, MCQT.
As a Customers Contact Coordinator, Viktor has a central function in the business and an exchange of knowledge with other units within Scania.
- It is a very varied, educational and social work where we are constantly in contact with customers. We coordinate locally and are also a link between cab production in Oskarshamn and Scania's Chassis workshops around the world.
It is important to be responsive in the role of coordinator, Viktor emphasizes.
- Our main task, and one that we work with on a daily basis, is to ensure the quality of processes so that no cabs with deviations are delivered to the customer. It is important that we have good customer relationships with everyone we meet, understand each other and have a dialogue in a positive spirit when we deal with quality deviations. We are all working towards a common goal and result.
Searching for the root cause of deviation
Customer contact is also the recipient for deviations on cabs that are reported from the Chassis workshops.
- In the event of a deviation that creates disturbances in the flow at Chassi, we receive a basis with information and images that show the deviation.
The department that is affected is tasked with finding the root cause of the deviation and must ensure that it does not happen again.
Coordination of material flow
Other areas of work for Customer Support are shortage coordination.
- If there is a shortage of material or for Scania's factories, we will coordinate so that the right materials are delivered. We create a structure to make the job as smooth as possible.
Challenges ahead
The department also handles a large amount of statistics for the business.
- We compile quality reports on a monthly basis. The challenges in 2024 are a continued focus on quality assurance and improving processes through continuous improvements. We have a strong focus on Process-FMEA* to better measure the benefit of an improvement, what effect it gives and how to implement an improvement in the best way in the business. We also work with checklists and digitalization as we move towards a more paperless and more efficient way of working. A future where we become more digital, Viktor concludes.
*Process FMEA, Failure Mode Effects Analysis, is used to improve a manufacturing process.
