RR 489: Louis Altazan – Total Quality Management Comes From Great Processes-Systems
Louis Altazan, President of AGCO Automotive Corporation. He studied under Dr. W. Edwards Demming the father of Quality Management. Louis’s approach to handling clients, leadership and auto repair is worthy of a series of interviews. He is a regular contributor on the Shop Management forum on iATN.
Key Talking Points
Studied under Dr. Edwards Deming the father of Quality Revolution
Technicians understand over owners when you talk processes
Most managers in the US want a cafeteria plan for Quality Mangement.
They want to pick and choose what they want to implement
To get it right you’ve got to implement all 14 principles of Total Quality Management
The aftermarket has been slow to accept the principles of Quality Mangement
When times are good Deming’s plan works. When times are bad it works even better
You can survive the lean times even better
In spite of itself, the aftermarket does well
Louis does not make a large margin on parts but makes it up on his labor charge.
Anyone can find out the price of parts whenever they want
Everyone in the shop contributes to improving processes and systems
He assigns a project and pays for the time his people invest.
Plan – Do – Study – Act. is the process for evaluating a project
Some people are unwilling to implement and can use the Plan/Do/Study/Act discipline to start the project on a small scale without hurting the company
You’ll never know if it will work unless you try it
White Shirts on the techs
White Floors in the shop
To become a continuous improvement leader:
Have the theory of a system
Understand numbers or statistics
Knowledge of physiology. How people think
Theory of knowledge. How do we know the things we know
Thanks to Louis Altazan for his contribution to the aftermarket’s premier podcast.
Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
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