1. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr « 14 key points to piloting a quality process.» Library of Case studies Module no 6

2. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr « 14 key points to piloting a quality process.» Objectives : To list the information in tables once a week, organizing it per item, codifying and ranking it. Case n° 1 : “ Identification of NCs ” xx. Case n° 2 : “ Classification of NCs ” MODULE n°6 : Detection and Analysis of Non-Conformities (NCs) xx. Objectives : To idenfity what the NCs are, who should point them out and how, where and why. Objectives : To analyse the most imediate, potential causes and reasons for the NCs to occur. Case n° 3 : “ Analysis of NCs ”

3. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr MODULE n°6 : Detection and Analysis of Non-Conformities Restaurant manager Mystery customer consulting agency Detect Non-Conformities Provide a better service for internal and external customers AUDIENCE & OBJECTIVES Duration : 15 minutes Case n° 1: « Identification of Non Conformities » PUBLICS DOCUMENTS ET FICHIERS Files and documents METHOD Team work with restaurant manager Team work with the “Mystery customer ” consulting agency 7 questions method Motivation for the staff - NC forms for the staff - Customer book for the customers - Questionnaire fot the mystery customers - Case study no.1.

4. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr MODULE n°6 : Detection and Analysis of Non-Conformities Restaurant manager Staff of the restaurant Mystery customer consulting agency List, organize, classify and sort out the NCs per item AUDIENCE & OBJECTIVES Duration : 15 minutes Case n° 2: « Classification of Non-Conformities » PUBLICS DOCUMENTS ET FICHIERS Files and documents METHOD Team work with the staff (listing data) Team work with the Mystery customer consulting agency (listing data) Order NCs per item Codify and rank Ncs Nc forms and tables Case study no 2.doc

5. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr MODULE n°6 : Detection and Analysis of Non-Conformities All the staff Mystery customer consulting agency Find the most imediate, potential causes for the NCs to occur AUDIENCE & OBJECTIVES Duration : 15 minutes Case n° 3: « Analysis of Non-Conformities » PUBLICS DOCUMENTS ET FICHIERS Files and documents METHOD Brainstorming with your staff Brainstorming with Mystery customer consulting agency staff Organize the information in a table, following the previous organization of data NC forms Case study n°3.doc