Pain

Profit

• Issues and problem resolution are typically managed in silos across the organization. 

• Issues are typically solved as they come up with little understanding of the causal factors or impacts on other issues and problems

• We keep seeing the same issues with products or processes 

• Our customer support never has the right answer for customers

• The business is constantly working with vendors to create their own solutions instead of working with IT

• Our product returns and complaints are increasing 

• Our billing service is constantly making mistakes 

• We spend a lot of money qualifying and verifying materials from vendors

• Issues impacting functional areas, supply chain, products, and services are harmonized and continually analyzed to guide priorities and decisions

• We resolve issues by solving the right problems

• We have a learning culture so we don’t see recurring problems

• Customer support has very high regard by customers because they have the right information to address customer concerns

• IT is our value-added partner for all areas of our business (strategic, operational, functional)

• Our products and services are market leaders because of our inclusive approach to engage our customers, vendors, and employees on ways to improve quality and identify ideas