What is quality? "Quality is not just in the product. Quality is also how we treat our customers. The service we offer for the product," says Van Pelt. Of course, the product has to be good, that is obvious to him, but the best quality demands even more. Above all else, "We have to understand exactly what the customer really wants."
And that is why, for Dirk Van Pelt, quality management means listening, talking with people, making contacts. Most of all with the customers. He is now attending to this, together with Klaus Dembski, the Quality Manager up to the present, who he will be succeeding. "Mr Dembski is a good role model for me," he says. "He understands the customers." In order to be able to supply the right quality, however, it is also necessary to be in contact with production, sales, purchasing, the design centre ... "with all departments!", as Van Pelt says. For him, this is the great thing about quality management: "You get to know so many people."
If openness, sociability and attentiveness are important requirements for a good quality manager, then Dirk Van Pelt is in the right job. "Quality comes from teamwork" is his philosophy. "Quality is getting good people around a table to solve problems. People with different experience: young people, old people, glass experts, experts that have nothing to do with glass... this brings variety and that always leads to the best results."
And exactly the right understanding of what the customer really wants. His basic theory is that "You just have to speak openly with each other and then the good solution will come onto the table!"
Dirk van Pelt comes from Lier near Antwerp, has studied chemical engineering and previously worked in research and development, in quality management and as a plant manager, and has been in the SAINT-GOBAIN group for 13 years.
