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2007 — Economic
Customers: a priority at Baie-Comeau
In 2006, the Customer Relations team at Baie-Comeau set its sites on improving customer service at the aluminum smelter and foundry.
Together with colleagues from the Shipping and Planning sectors, the team focused on three key service indicators: the number of complaints, missed deliveries and customer visits. Guided by the ABS Management System, the team established very demanding enhancement goals for each of these indicators. And, in the course of the year, they were able to exceed every single one!
A systematic review of complaints filed at the foundry was implemented during weekly meetings, and an analysis sheet was developed to ensure follow-up of corrective and preventive action plans. This tool proved to be so efficient, in fact, that it was subsequently adopted by three other Alcoa plants. The results of this initiative speak for themselves: the number of complaints filed at the foundry dropped by 50% in one year!
In addition, the number of missed deliveries was reduced by 33%, following a complete analysis of the facility’s road transportation service suppliers to pinpoint which were most efficient. Thanks to this project, the Baie-Comeau Smelter is now recognized within Alcoa as a North American benchmark in the area of transportation.
Lastly, the plant completed not only all the customer visits planned for the year, but also 89% of the corrective measures that were identified in the process. In Baie-Comeau, people know that a happy client is one that will be around for a long time!