Caterpillar Quality Manual Presented by: Kristen Hammel & Rashmita Tripathy

INTRODUCTION Caterpillar is a big multinational corporation based in the United States. Its products and components are manufactured in 50 U.S based facilities and in over 60 other locations which span 23 countries worldwide. Its headquarters, core research and development activities are in Peoria, IL. The products, services and technologies of Caterpillar fall into three principal lines of business: Machinery, Engines and Financial ProductsCaterpillar is a big multinational corporation based in the United States. Its products and components are manufactured in 50 U.S based facilities and in over 60 other locations which span 23 countries worldwide. Its headquarters, core research and development activities are in Peoria, IL. The products, services and technologies of Caterpillar fall into three principal lines of business: Machinery, Engines and Financial Products

INTRODUCTION(contd.) Caterpillar is the world’s largest manufacturer of:Caterpillar is the world’s largest manufacturer of: Construction and mining equipment, Diesel and natural gas engines, and Industrial gas turbines. Additionally, it also manufactures a wide range of: Heavy equipment, mainly engineering vehicles, including the Caterpillar D9 bulldozer. Thus, Caterpillar is recognized as a global leader and is geared towards customers with an emphasis on total quality management.Thus, Caterpillar is recognized as a global leader and is geared towards customers with an emphasis on total quality management.

ORGANIZATIONAL CHART TOTAL QUALITY MANAGEMENT TEAM Total Quality Management Council CEO Senior Manager of Design Senior Manager of Marketing Senior Manager of Finance Manager of Production and Quality Coordinator or Consultant Manager of Production and Quality Coordinator or Consultant Human Resources Human Resources Employees Customers Employees Customers

VISION STATEMENT Our vision is to become the undisputed, global community leader in the development of construction and mining equipment, diesel and natural gas engines, and industrial gas turbines equipments. We aim to achieve this by offering the maximum value to our shareholders and ensuring the highest customer satisfaction by helping them increase profitability and by offering more valuable services and support programs. We will also strive for continuous growth and innovation and will always be the first choice of employees, customers and all our stakeholders. We wish to accomplish this vision by improving our operating performance, having sustained growth, and maintaining the highest level of technology and quality throughout our organization.Our vision is to become the undisputed, global community leader in the development of construction and mining equipment, diesel and natural gas engines, and industrial gas turbines equipments. We aim to achieve this by offering the maximum value to our shareholders and ensuring the highest customer satisfaction by helping them increase profitability and by offering more valuable services and support programs. We will also strive for continuous growth and innovation and will always be the first choice of employees, customers and all our stakeholders. We wish to accomplish this vision by improving our operating performance, having sustained growth, and maintaining the highest level of technology and quality throughout our organization.

WHY? “We choose this vision statement to let our customers and shareholders know that we are committed to offering quality services and products and quality management is a must within our business”.“We choose this vision statement to let our customers and shareholders know that we are committed to offering quality services and products and quality management is a must within our business”.

MISSION STATEMENT As a global leader, Caterpillar will provide the best products and services in construction and mining equipment, diesel and natural gas engines, and industrial gas turbines for helping people in construction and transportation. Caterpillar will be successful by continuously improving the quality and performance of its products according to the expectations of the customer, so that both customers and shareholders can get maximum value from their transaction. Additionally, employees will get the appropriate reward for their responsibilities and thus remain motivated. Our focus on superior customer service, sustained growth and our ability to take advantage of strategic opportunities will enable us to maximize profitability. We will try to be socially responsible and conduct our business so as to protect our environment.As a global leader, Caterpillar will provide the best products and services in construction and mining equipment, diesel and natural gas engines, and industrial gas turbines for helping people in construction and transportation. Caterpillar will be successful by continuously improving the quality and performance of its products according to the expectations of the customer, so that both customers and shareholders can get maximum value from their transaction. Additionally, employees will get the appropriate reward for their responsibilities and thus remain motivated. Our focus on superior customer service, sustained growth and our ability to take advantage of strategic opportunities will enable us to maximize profitability. We will try to be socially responsible and conduct our business so as to protect our environment.

WHY? When developing the mission statement, we considered the organization's products, services, markets, values, and concern for public image, and made sure to include all of the above in the mission statement.When developing the mission statement, we considered the organization's products, services, markets, values, and concern for public image, and made sure to include all of the above in the mission statement. Also to let our customer’s know that we will provide the best quality.Also to let our customer’s know that we will provide the best quality.

QUALITY POLICY STATEMENT We at Caterpillar are committed to offering products of the highest quality and the most advanced technology to our customer’s worldwide. We strongly believe high quality is achieved by listening to the “voice of the customer” and by continuously innovating so as to deliver superior products and services. We aim to have all of our employees committed to “Total Quality Management”. For us, quality is of paramount importance to our corporate strategy because it ensures the most loyal customers.We at Caterpillar are committed to offering products of the highest quality and the most advanced technology to our customer’s worldwide. We strongly believe high quality is achieved by listening to the “voice of the customer” and by continuously innovating so as to deliver superior products and services. We aim to have all of our employees committed to “Total Quality Management”. For us, quality is of paramount importance to our corporate strategy because it ensures the most loyal customers.

WHY? We wrote our quality policy statement to allow the public to understand what our values are, and to let customers and stakeholders know that our values guide us as we strive to meet our mission and achieve our vision.We wrote our quality policy statement to allow the public to understand what our values are, and to let customers and stakeholders know that our values guide us as we strive to meet our mission and achieve our vision.

DEPARTMENTAL GUIDELINES We have chosen three departments of Caterpillar:We have chosen three departments of Caterpillar: (1) Marketing & Sales (2) Production & Quality (3) Human Resources Department

STANDARD OPERATION PROCEDURE Production and Quality Departments Objective – Create a production plan.Objective – Create a production plan. Scope - Multiple departments like the forecasting department, the marketing department, the production department, R&D, human resources and the plant managers.Scope - Multiple departments like the forecasting department, the marketing department, the production department, R&D, human resources and the plant managers. Responsibilities - Forecasting analysts, marketing analysts, production managers, human resource personnel and plant managers and the Quality Council.Responsibilities - Forecasting analysts, marketing analysts, production managers, human resource personnel and plant managers and the Quality Council. Procedures: 6 steps - Forecasting and Marketing Planning, Inventory Management, Manpower Determination, Production Planning, Quality Incorporation, and ImplementationProcedures: 6 steps - Forecasting and Marketing Planning, Inventory Management, Manpower Determination, Production Planning, Quality Incorporation, and Implementation

STANDARD OPERATION PROCEDURE Marketing and Sales Department Objective - help firm manage its market development process.Objective - help firm manage its market development process. Scope: sales personnel in all the various departments.Scope: sales personnel in all the various departments. Responsibilities: Management team for a specific market supported by marketing analysts and researchers, financial and supply chain/logistics managers.Responsibilities: Management team for a specific market supported by marketing analysts and researchers, financial and supply chain/logistics managers. Procedures: scout various markets, consult sales personnel in existing market and product segments, consult marketing analysts and researchers, investigate and gather sufficient data about the markets, analysis of this data by analysts, select markets based on attractiveness and risk.Procedures: scout various markets, consult sales personnel in existing market and product segments, consult marketing analysts and researchers, investigate and gather sufficient data about the markets, analysis of this data by analysts, select markets based on attractiveness and risk.

STANDARD OPERATION PROCEDURE Human Resource Department Objective: Help the HR department in the hiring and recruiting of qualified employees.Objective: Help the HR department in the hiring and recruiting of qualified employees. Scope: limited strictly to the HR department.Scope: limited strictly to the HR department. Responsibilities: handling employee benefits questions or recruiting, interviewing, and hiring new staff.Responsibilities: handling employee benefits questions or recruiting, interviewing, and hiring new staff. Procedures: Contact applicant’s previous employers and personal references by telephone, check LEADS and the records of the Illinois Secretary of State to determine history of prior arrests/convictions, maintain all written contacts and retain the results of the background investigation with the candidate’s application form.Procedures: Contact applicant’s previous employers and personal references by telephone, check LEADS and the records of the Illinois Secretary of State to determine history of prior arrests/convictions, maintain all written contacts and retain the results of the background investigation with the candidate’s application form.

Rashmita & Kristen Our meeting place “Panera”Our meeting place “Panera” We would usually meet on Sunday afternoonsWe would usually meet on Sunday afternoons We worked well as a teamWe worked well as a team We both listened to each other’s ideas and built off of each other.We both listened to each other’s ideas and built off of each other. Learned about different cultures and learned to work through language and cultural differences.Learned about different cultures and learned to work through language and cultural differences.