In this final post of the series, we will look at an example that illustrates Infor CRM’s support of a quality control system and walk through how customer service representatives can utilize it along with the software’s Tickets functionality to track quality control issues and identify trends.
Example for Improved Quality Control
Say for instance you are the operations manager of a computer and electronic product manufacturing company. One of your company’s operations goals is to track quality control issues of your products. As you manage the daily operations of your company, it is brought to your attention that over the last 30 days your company has seen a noticeable increase in calls from clients about defective laptop monitors. You find that the issues range from broken screens, to screen backlights not working, to screens going completely blank, amongst other issues. And the issues are occurring with multiple brands.
Let’s look at this issue more closely. On the surface, what is clear is that clients are having problems with your computer screens and they are possibly due to a variety of reasons. But you also notice that it could be a manufacturing issue since it is affecting more than one brand at once. There are several questions to consider as you begin your analysis: