Our Account Quality Management (AQM) team is responsible for customer quality and customer communication regarding quality-related topics.
What is the best part of their work, what kind of skills are needed? We asked the AQM team to tell more about their everyday worklife.
What does your team do?
Our team is responsible for customer quality and reporting related to quality towards the customer. Murata’s MEMS sensors are known for their high quality, so we treat even minor deviations with particular seriousness. We also ensure that our customers receive sufficient information during changes planned for the production of MEMS sensor products. Additionally, we plan and host customer audits and visits. Sometimes we even support customers with assembly instruction questions, helping them understand what the MEMS sensor product should withstand during assembly, and we provide guidance on the correct handling methods.
Our team brings the customer voice to the Murata organization. We need to assess customer needs and requests on a case-by-case basis – together with the customer –, and then bring the message to our members and ensure the activities are aligned. We also collaborate closely with our sister factory located in Japan.
What kind of skills are required in your team?
We often work on complex cases, and producing clear and precise reports requires strong communication and analytical skills. Additionally, problem-solving abilities and technical expertise in areas such as sensor products and quality systems are necessary. The ability to manage customer relationships professionally and empathetically is helpful in many situations.
What is the best part of your work?
The best part of our job is the cross-functional collaboration as it allows us to influence customer satisfaction and internal continuous improvement. We genuinely have the opportunity to enhance customer satisfaction and the customer’s trust in Murata. We love having face-to-face conversations with our customers because these conversations make communication more personal and help build trust. Challenging situations are much easier to handle when you have the human connection. Unfortunately, given the current global focus on cost reduction across industries, many interactions and audits are conducted virtually.
In this team, you also have a unique perspective – like a window seat – on the customer´s side. It is very interesting to be able to see and learn about different types of applications our MEMS sensor products go into. And also, to learn about our customers, their business, and their values. We have very different types of customers, depending on the country, plant location, business culture and even basic manners. You can learn how different approaches can achieve similar goals.
It feels great when customers call just to say thank you for our good work and efforts! 😊
How do you apply Murata’s corporate philosophy and cultural etiquette?
Our job is to keep communication clear with our customers, and that starts with how we work together internally. We want to support each other across the organization. We encourage everyone to share their ideas and raise concerns as well, to ensure open communication at every level. We do the best we can to keep quality work efforts realistic towards the customers, ensuring alignment between customer expectations, internal expectations, and schedules.
In our free time we like to go fishing. We also like to read thrillers, like Spy and the Traitor from Ben Macintyre. We also enjoy sports and love long-distance road cycling because it lets us enjoy the outdoors and improves our endurance. We also like playing badminton and watching series or movies from different genres. We are also passionate about ice hockey.