Daniella K Becner, Customer Satisfaction & Operational Excellence Care by Volvo, Volvo Cars TITLE: Quality in transformation

Title: Quality in transformation

 

Abstract:

Approaching the word Quality from both a philosophical and hands-on case studies perspective. Ulrika and Daniella will guide the audience to reflect on how Quality professionals and Quality evolves to stay relevant in the ever changing arena, a transformation.

 

Biography:

Volvo Cars
Customer Satisfaction & Operational Excellence Care By Volvo,  2018 – Present. Learning how a thoughtful combination of offer, online/offline relation and a great product can improve the customers satisfaction and transform business.

 

Director Competence development- Retail,  2017 – 2018. Building a good team ready for digital transformation. Adding a scientific approach to learning through Göteborg University Pedagogic institute.

 

Director Customer Satisfaction Volvo Cars, 2011 – 2017
Setting up teams of cross company, competent people. Developing a clear connection between Customer satisfaction targets and actions, through big data analysis and cross company cooperation Sales, Product, After Sales. Leading deep dive complex assignments related to business disturbance along the customer journey. Leading strategic assignment for customer focus for all Volvo cars employees.


Business Program Quality Leader/Auditor, 2004 – 2010. Quality Management through-out the value chain. Focusing on marketing, sales, service combined with research and development. Supporting a number of market launch projects (XC70, V70, V60 and S60).Contributions besides the successful launch of new vehicles, are development of several improved processes. Eg. New procedures to govern and monitor progress of high impact deviations. Connecting voice of the customer data to the development of supporting information for retailers and customers

 

Senior Manager & Technical Specialist, 1998 – 2004. Technical strategies brought to life. From idea & technical solutions, to real life understanding of priorities in people, customers, society. Personal safety/security.
 
Semcon

Quality Specialist, 1997 – 1998