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We ensure consistent quality through our robust Quality Management System (QMS). Our QMS provides a framework, minimum requirements and best practices that govern and enable our global operations. Goodyear continuously improves our QMS through the execution of our Global Quality Strategy, ensuring that we retain a quality leadership position in every region where we operate. Another way we ensure quality consistency across our facilities is through certified adherence to industry-accepted standards. While all of our facilities are ISO 9001-certified, our OEMproducing plants are certified to the higher IATF 16949 standard, which is specific to the automotive industry and required by certain customers.
Quality is touched by every major level of the Company. Goodyear has a Product Performance Advisory Committee composed in 2020 of our: SVP and General Counsel; SVP Global Operations and Chief Technology Officer; VP Global Quality; VP Global Manufacturing and Engineering; Director Government Compliance and Product Performance; and the president of the applicable strategic business unit. The committee meets as needed to discuss product quality issues, including those that may require some field action. There are also quarterly reviews with members of senior management to review field performance data. In addition, there are global-, regional-, and plant-level quality teams that manage quality procedures and audits and implement continuous improvement actions when necessary. Finally, our production associates receive annual training on product quality and safety. This organizational approach, coupled with robust early warning systems and containment procedures, helps Goodyear maintain an industry leading position in the area of product field performance.
Manufacturing facility audits, by both local plant associates and regional functional experts, are conducted through a structured and layered audit process approach. This approach fosters engagement and ownership of our quality standards down to the floor-level associate. Additionally, external OEM customer auditors and third-party auditors who review adherence to international quality standards, such as ISO 9001, IATF 16949, and AS 9100, complement our internal assessments.
Goodyear is steadfast in complying with and preparing for the proliferation of applicable global product-related regulations. The following are two examples of recent regulations, with which Goodyear already is in compliance:
A critical aspect of Goodyear’s product and process quality is our goal of meeting and exceeding customer requirements. We monitor our progress toward this vision through our self-developed OEM customer index, which provides an end-to-end analysis of how we are doing at any given time with each of our OEM customers. This index utilizes a combination of leading and lagging quantitative and qualitative metrics to score overall OEM customer satisfaction, highlighting our priorities and areas for customer relationship improvement at a glance. We also measure customer satisfaction through warranty cost per net sales, which is the cost to fulfill warranties compared to net sales. This metric provides a barometer to measure Goodyear’s ability to deliver full value of our tires from point of purchase. Goodyear is among the industry leaders in warranty cost per net sales, and our goal is to maintain this status.