Customer Feedback: How to Take Your Quality Plan from Good to Great
Tracks: Leadership, HR/Talent Management, Operations & Safety, Sales & Marketing
Hear how Navistar has gotten closer to the voice of the customer to better inform the company’s quality initiatives, and how it has implemented that feedback in its quality improvement plans. This has supported significant year-over-year warranty reductions and customer recognition. Attend this session to understand best practices to incorporate VOC into the quality function, improvement of quality planning, utilization of qualitative data into actionable results.
Amy Lester is Vice President, Quality of Navistar, Inc. In this role she is responsible for ensuring all aspects of product quality. Working with the organization's functional leaders she sets the quality strategy. Areas within her responsibility are manufacturing quality, supplier quality, reliability, continuous improvement, safety compliance and the overall quality management system.
Prior to her current role, Lester was director of Global Customer Quality at Visteon Corporation where she managed all global quality customer relationships and ensured quality guidelines for development and production were appropriately executed.
Lester has held a variety of roles during her 32-year career at Visteon, including positions in manufacturing quality, product development, program management and software testing across the U.S., Shanghai, China and Yokohama, Japan. Lester has a B.S. in Industrial Engineering from Purdue University and a M.S. in Manufacturing Management from Kettering University.