Improve Quality
Pain
Profit
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Issues and problem resolution are typically managed in silos across the organization.
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Issues are typically solved as they come up with little understanding of the causal factors or impacts on other issues and problems
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We keep seeing the same issues with products or processes
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Our customer support never has the right answer for customers
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The business is constantly working with vendors to create their own solutions instead of working with IT
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Our product returns and complaints are increasing
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Our billing service is constantly making mistakes
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We spend a lot of money qualifying and verifying materials from vendors
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Issues impacting functional areas, supply chain, products, and services are harmonized and continually analyzed to guide priorities and decisions
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We resolve issues by solving the right problems
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We have a learning culture so we don’t see recurring problems
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Customer support has very high regard by customers because they have the right information to address customer concerns
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IT is our value-added partner for all areas of our business (strategic, operational, functional)
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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