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The quality culture we promote encompasses our
products, processes, and all the services we offer
from design to maintenance and modernization.
It includes taking ownership of the quality of
our work, strengthening our product quality
through our quality improvement programs, and
constantly improving our installation processes.
We receive feedback from various streams
and measure progress, for example, through
customer and employee surveys.
We set targets and monitor key performance
indicators (KPIs) such as the cost of poor
quality, the early failure rate of our equipment,
and the callout rate of our products.
Everyone is responsible for quality
Good, solid working practices help us deliver
world-class products and services. If there is a
quality concern, we look for the root causes and
take immediate action to solve the issue.
We listen to our customers closely by using
customer surveys and feedback questionnaires.
According to the latest customer survey results,
the quality and competitiveness of our products
have further advanced. Ratings show that quality
is among the top reasons for choosing KONE as a
partner.
We also support our employees so that they
have the attitude and skills to solve quality issues
in the most effective way possible. We give
practical guidance to our employees and provide
them with effective and easy-to-use problem-
solving tools. Employees are actively encouraged
to take part in improving product quality and
processes through an Idea Management System
and Kaizen continuous improvement practices.
At KONE, each of us is responsible for quality.
It is about caring to take action, not accepting
less than the expected level of quality, and
caring about what we pass on to our colleagues
and customers.
QUALITY CULTURE
AT KONE
QUALITY
KONE’s objective is to deliver the best customer and user experience. Quality
plays a fundamental role in achieving this goal. Our aim is to delight our
customers with consistently high quality.
Quality is one of KONE’s high priority areas and it is of utmost importance in our
daily work. It is embedded in everything we do, from customer interaction and
product planning all the way to the services we offer.
g4 INDICATORS RELATED TO QUALITY
g4-PR5: Results of surveys measuring customer satisfaction.
G4-PR9: Monetary value of significant fines for non-compliance with
laws and regulations concerning the provision and use of products and
services