Improve Quality

Pain

• 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

Profit

• 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