Track 2 Session 8

2:20 to 3:20 p.m. Thursday March 29, 2012

Examples of Reliability Tools Set Up Since 2002 at PSA Peugeot Citroën to Improve Customer Satisfaction

Taking into account customer expectations is key to profitability. From design to manufacturing, sales and after sales, PSA Peugeot Citroën has developed various tools to take into account customer expectations on reliability. After a brief introduction to the whole process starting from failure modes and effects analysis and a demonstration of the link between satisfaction and profitability, insights is made on some tools for analyzing the quality: 1. reliability growth, 2. hope of survival, 3. hypothesis testing, 4. Weibull analysis, 5. forecasts, and 6. data collection. The implementation of these techniques at PSA is described and the impact on processes and people is also highlighted. Finally a quick assessment of the current situation is made to give an idea of the benefits and drawbacks. It is supplemented by an indication of future directions.

Key Words: Quality Management, Reliability Growth, Hope Survival, Hypothesis Testing, Weibull, Forecast, Data Management

Alain Abramatic

PSA Peugeot Citroën