Passion for excellence

Beyond customers' expectations

The Quality culture is not limited to designing and manufacturing products. It involves all business processes, from supplier management to support services, in order to continuously improve our customers’ experience.

We listened to over 60,000 consumers in the last five years to improve our products and services. Our long-running habit of listening to our customers through market research and focus groups is an integral part to our pursuit of excellence: they give witness to the high Quality of our brands and products and thanks to them Ariston Thermo is able to continuously improve.

INVOLVING PEOPLE:

OPERATORS: Quality is a value which is shared at all levels of the organisation and Ariston Thermo strongly believes in increasingly intensive training. In particular, the Lean Six Sigma method envisages the training and identification of an ever-larger number of specific professionals, now also at the Master Black Belts level, in order to reduce the variability of manufacturing processes.

CUSTOMERS: As a demonstration of Ariston Thermo’s attention for its end customers, the Net Promoter Score has been further extended, a listening project under which the consumers are called upon to give their assessment with a score from 0 to 10, contributing to establish the recommendation index for our products and services and thus allowing the Group to intervene and make improvements.

QUALITY OF PRODUCTION PROCESSES

The Group’s manufacturing facilities are involved in a continuous process to check performance and quality, constantly improving every aspect linked to the manufacture and maintenance of the plants. The extensive application of the World Class Manufacturing (WCM) programme integrates flexibility, control of processing times and reduction in manufacturing costs, while focussing increasingly on safety and the environment.

PRODUCT QUALITY

Our objective is to satisfy customers with high performance, highly energy efficient products which are functional, reliable and durable, present limited installation and maintenance costs, and are increasingly more integrated with systems that the customer can manage directly.

SUPPLIER QUALITY

The criteria for selecting the suppliers of raw materials and components and the planning and development projects drawn up with them guarantee conformity and compliance with the quality standards of Ariston Thermo in all manufacturing processes.

QUALITY OF SALES AND AFTERSALES SERVICES

A continuing professional growth path has been developed for our sales network covering product awareness and knowledge of the most advanced installation configurations. The processes for technical support management are standardised and increasingly included in a single remote servicing system which aims to identify product anomalies in real time, also during the post-warranty period, to identify the type of intervention required and to proceed with ordering spare parts more and more rapidly and at increasingly higher service levels.