Becoming the Easiest Supplier In the Industry to Work With
The Problem
Gates is a lean organization, routinely finding ways to improve efficiencies and reduce waste. One area they wanted to address was improving their customer service. Always busy fighting the day's fires; customer service associates sometimes felt challenged to permanently solve the issues that came up. Management was concerned about potential customer loss if recurring problems were not dealt with to the customer's satisfaction.
Gates effectively used an 8D problem-solving process in many parts of the organization. They realized that those closest to the customer-facing issues were not using the process because "it seems too complex." The associates thought 8D required more training and support expertise than was available. The process didn't address highly complex problems either, spanning multiple teams, or within business processes. As a result, Management wanted to improve the problem-solving system. They set a goal to be the easiest supplier in the industry to work with.
Solving the Problem
Management decided to implement PHRED Solutions' APS software. This question-based application simplifies the problem-solving process into reasonable steps. Associates rarely felt threatened or "over their heads" using it.
Despite being easy to use, APS supports sophisticated cross-team problem-solving efforts. Stakeholders are identified at each step, along with the projected costs of not addressing the issue. Different business units collaborate creatively together in search of a permanent solution. This way, complex, cross-unit issues get addressed.
APS also mirrors the steps of the 8D process. The steps of the process keep the stakeholders focused on generating data and observations instead of opinions. It carefully elicits the "on the job" knowledge and reasoning of each participant.
The system generates reports that keep management aware of each issue's status. A complete archive of past and current issues, with their solutions, allows managers to identify systemic or repeat problems. Users at all levels can learn if similar problems have already been solved, saving the company time and money.
What They Found Out
The APS system enables associates at every level to participate. Available online coaching minimized the need for significant training or user support. The system was quickly adapted and is currently being used to address problems.
Expert knowledge was captured quickly, and made reusable for all parts of the plant.
Quote
"On a highly contentious problem, we found it worked well in our actual environment. It removed some of the emotion that surrounded the issue allowing us to identify and focus on the specific root causes associated with the issues."
-Todd Sellden, Manager, Power Transmission Product Application
Benefits To the Company By Using This Process:
- By viewing an on-line report, management can see where a problem is at immediately, instead of "interviewing" project leaders one at a time.
- Easy implementation brings sophisticated problem-solving capabilities to new areas in the company.
- Knowledge retention of past problems and the problem-solving input of experienced employees speeds resolution of reoccurring issues.
- Some problems require collaboration from many business units. APS focuses everyone on developing the data and experiences necessary to support business process changes.
- APS helps develop "best practices" and procedures. These can be shared across the organization, and reused by new associates.
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