"More than 'Made in Germany'"

"A quality management like ours can only function if it has a dynamic system," says Mr. Harald Schäfer. As the head of the quality management at DATRON, he works closely with the company management. This underscores the significance of securing and further developing the high quality standards at DATRON. Mr. Schäfer, a quality expert, says, "Today, we must cater to international demands. This means that a German enterprise, too, must be able to offer more than just 'Made in Germany'."

Naturally, this includes - among other things - the DIN ISO 9001:2000 certification. Mr. Schäfer, who has been working for the Mühltal-based machine-building company for 34 years, has in-depth knowledge of the internal processes and standards. In fact, he contributed to developing several of these processes and standards. He was involved in the certification process right from the beginning and internally prepared all concepts required for the certification.

"Quality management plays a special role at DATRON. We see complaints as an opportunity to make further improvements. However, our goal is to achieve a zero defect rate. And that's not all. If our customers do not express their views, we conduct customer surveys. We regularly evaluate customer satisfaction surveys. This is standard practice, as are the employee satisfaction questionnaires that are filled out by all of the more than 100 DATRON employees. Therefore, we have a dynamic system which is continuously improved and further developed.

Our success is reflected in the impressive figures determined in recent surveys: An astounding 47% of customers were definitely "satisfied" with DATRON services, and 53% were "very satisfied" and "extremely satisfied" with DATRON. "At DATRON, customer service and quality management work closely with each other." They co-operate particularly closely when dealing with warranty or service claims. "We react very, very quickly", says Mr. Harald Schäfer. This is possible because DATRON has a large spare parts stock. Normally, our customers receive the parts they need within 24 hours in Germany.

Transparency, promptness and traceability with the highest quality - for Mr. Harald Schäfer, these are goals that have to be achieved everyday, and for DATRON customers these are values that strengthen a business relationship based on mutual trust.

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