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  2. 2013
  3. November
  4. C
  5. Customer Relationship Survey

Customer Relationship Survey

 
 
As part of our vision of excellence, Nemak is conducting an internal survey to further understand how we perceive our customer relationships.
This survey will also help us to develop the action items necessary for achieving benchmark customer relationships.
The survey consists of the following sections:

0. Basic Data, such as your job category, department, business unit, product group experience, and your time of experience in the industry. The survey results will be consolidated and then reported into various views based on the basic data provided.
1. Performance Criteria, focuses on ranking performance attributes which are vital to improve customer relationships. We also want to compare Nemak versus Competitor Performance, to identify our strategic advantages and disadvantages.
2. Internal Perspective, what areas should we be focusing our attention during a product's lifecycle.
3. Strategic Vision, how do you believe Nemak can help elevate its customer relationships to benchmark levels.

Once we review your valuable contribution to the topics above, we will launch a customer survey in a similar way. We will survey key customers and then compare the customer survey results to our internal survey results. This will help reinforce the action items necessary to elevate our customer relationships.

It should be noted that this survey is anonymous. Thank you in advance for completing the survey by December 27, 2013.
 
 
 
*
0 Basic Data



0.1 Please identify a job category that you can associate yourself with the most.
 
Executive Team
 
Other Director/ Manager
 
Specialist / Supervisor
 
 
 
* 0.2 Department:
 
Corporate / Staff / Administration
 
PDC / Engineering / Program Management
 
Operations / Quality / Logistics
 
Commercial / Sales / Marketing
 
 
 
* 0.3 Business Unit (BU):
 
Mexico BU
 
USA & Canada BU
 
South America BU
 
Europe BU
 
Asia BU
 
Global Position
 
 
 
* 0.4 How many years of experience do you have in this industry?
 
0-3
 
3-6
 
6-10
 
10+
 
 
 
* 0.5 Select which product group(s) you have experience with and/or feel comfortable providing feedback about.
 
Blocks
 
Heads
 
Transmissions
 
Others

 
 
 
1. Performance Criteria

In this section, we are asking you to rate and rank the following 11 performance criteria based on the customer(s) in which you are familiar with or have extensive experience with.

1.1 Order of Importance
Please rank the following 11 performance criteria. The ranking should be based on what criteria you believe our customers value, most to least, from Nemak. You can rank the criteria from a general perspective (customer independent perspective) or based on specific customer(s). You can select up to 3 customers. Your answers should be based on your familiarity with customer.
 
 
 
* Indicate first if your ranking is from a general perspective or from a specific customer perspective(s):
 
General Perspective
 
Specific Customer Perspective
 
 
 
Select the customer
 
 
* Instructions: Please place your cursor over the attribute in which you want to rate. Click on the left button of the mouse, grab the attribute and then drag it to its designated rating number.The rating number appears in the position in which you placed it.
Drag your choices here to rank them
     
     
     
    Select the customer
     
     
    Instructions: Please place your cursor over the attribute in which you want to rate. Click on the left button of the mouse, grab the attribute and then drag it to its designated rating number.The rating number appears in the position in which you placed it.
    Drag your choices here to rank them
       
       
       
      Select the customer
       
       
      Instructions: Please place your cursor over the attribute in which you want to rate. Click on the left button of the mouse, grab the attribute and then drag it to its designated rating number.The rating number appears in the position in which you placed it.
      Drag your choices here to rank them
         
         
         
        1.2 Evaluation of Nemak‘s Performance and Main Competitor‘s Performance


        The same 11 performance criteria found in the previous section are used to evaluate Nemak‘s performance versus our main competition. This evaluation applies to the area of complex aluminum castings. Also note that different competitors may reflect different performance; however, the criteria is rated based on benchmark performance seen in the market.


        Please rate the following 11 performance criteria based on how you think Nemak has a strategic advantage / disadvantage over its competition. The rating scale ranges from 10 (top performance) to 1 (lowest performance). The same rating number can be selected multiple times. If the criteria is not relevant to your experiences, please answer N/A (not applicable).



         
         
         
        Nemak Competition
        * Commercial Competence & Support
        * Cost Reduction Iniciatives
        * Financial Stability & long term perspective
        * Global Presence
        * Innovations & R&D achievmentes
        * Launch Performance
        * Logistics
        * Price Level
        * Quality Performance & Management
        * Sub-Supplier Management
        * Technical & Engineering Competence
         
         
         
        2. Internal Perspective

        In this section, help us further understand how we are currently performing during a product life cycle.
        The following statements are related to the four phases of a product life cycle:
        Advanced Engineering (or Pre-Development) Phase - Quotation Phase - Development Phase - Product Life time
        The statements are then categorized into one of the three sections - Resources, Capabilities and Global Alignment.

        If you agree with the statement, please respond with Yes. If you disagree with the statement, please respond with No. If the statement is not relevant to your experiences, please answer N/A (not applicable).
        At the end of each phase, provide comments or suggestions on how to improve customer relationships in this phase. Providing comments is optional.
         
         
        2.1 Advanced Engineering


        Resources
        Yes No N/A
        * Provides appropriate resources to support customer needs in early development phases
        * Supports engine block developments with innovations and new ideas
        * Supports cylinder head developments with innovations and new ideas.
        * Supports transmission developments with innovations and new ideas.
        * Provides the required early prototype manufacturing resources
        * Delivers conceptual presentations and uses state-of-the art technologies
         
        Capabilities
        Yes No N/A
        * Provides technical expertise and understands future engine responsible transmission requirements
        * Offers excellent expertise in materials and material properties
        * Offers excellent expertise in casting processes and manufacturing
        * Offers excellent expertise in cubing and hyper cubing / machining
         
        Global Alignment
        Yes No N/A
        * Offers manufacturing locations in all relevant automotive markets
        * Engineering concepts are ly aligned already in early concept phases
        * Manufacturing concepts are ly aligned already in early concept phases
        * Provides a engineering contact
         
         
        Do you have any specific comments or suggestions for how Nemak can improve customer relationships during the Advanced Engineering Phase?
           
         
         
        2.2 Quotation Phase


        Resources
        Yes No N/A
        * Provides appropriate resources to support customers in quotation phases
        * Responds to RfQs in a timely manner
        * Makes commercial contacts available when needed
         
        Capabilities
        Yes No N/A
        * Provides clear technical presentations which are well aligned to the commercial proposal
        * Delivers Nemak quotations written in accordance with customer expectations
        * Meet customer requirements with logistic requirements
         
        Global Alignment
        Yes No N/A
        * Provides ly aligned tooling concepts
        * Provide ly aligned cost structures
        * Provides the required commercial contacts
         
         
        Do you have any specific comments or suggestions for how Nemak can improve customer relationships during the Quotation Phase?
           
         
         
        2.3 Development Phase


        Resources
        Yes No N/A
        * Provides appropriate resources to support customer needs in product development phases
        * Delivers engineering work written in accordance with customer expectations
        * Provides the required engineering support at the customer site
        * Offers 'made-like-production' prototype manufacturing
         
        Capabilities and Innovations
        Yes No N/A
        * Differentiates from competitors by excellent Product Development capabilities
        * Offers processes and capabilities which effectively support weight reductions
        * Offers processes and capabilities which effectively support better material properties
        * Effectively manages sub-suppliers
         
        Global Alignment
        Yes No N/A
        * Provides ly aligned tooling concepts
        * Provides ly aligned manufacturing concepts
        * Provides program management
         
         
        Do you have any specific comments or suggestions on how Nemak can improve customer relationships during the Product Development Phase?
           
         
         
        2.4 Product Life Cycle

        Resources
        Yes No N/A
        * Provides appropriate resources to support customer needs in launch phases
        * Provides appropriate resources to support customer needs during product life time
        * Provides appropriate resources at the customer plants (Plant Representatives)
        * Effectively manages critical situations in quality
        * Effectively manages critical situations in supply
         
        Capabilities
        Yes No N/A
        * Delivers what has been promised
        * Has an excellent launch track record
        * Exceeds customer expectations in quality
        * Meets customer targets with benchmark quality performance
        * Customers value ppm figures better than target.
        * Continuously looks for cost reductions during product life time
        * Offers excellent flexibility in supply
        * Nemak continuously looks for cost reductions during product life time
        * Nemak offers excellent flexibility in supply
         
        Global Alignment
        Yes No N/A
        * Effectively manages capacities
        * Effectively manages lessons learned and quality improvements
         
         
        Do you have any specific comments or suggestions for how Nemak can improve customer relationships during the Product Life Time Phase?
           
         
         
         
        3. Strategic Vision


        Knowing Nemak has a vision to become a world leader in automotive supply, please answer the following questions on how we can achieve this vision over the next 10 years.
         
         
        3.1 What do you think will be greatest opportunities in terms of business development?
           
         
         
         
        3.2 What do you think will be the main challenges during the next 10 years?
           
         
         
         
        3.3 What is your personal recommendation to develop Nemak's customer relationship to benchmark levels?
           
         
        Customer Relationship Survey