the ultimate measure of quality is customer...
TRANSCRIPT
The ultimate measure of Quality is Customer Satisfaction
January 14, 2015David L WhiteDavid L. WhiteExecutive Director of Quality & Customer CarePresented to ASQ Toronto Section
Agenda
Who is Schneider Electric?
Quality Journey & Culture
Integration of Quality
Conclusions
Schneider Electric Brands
Some familiar SE brands
Schneider Electric at a glanceThe global specialist in Energy ManagementThe global specialist in Energy ManagementLarge company Diversified end markets
Utilities & InfrastructureI d t i l & hi
billion € of sales 2013Residential
Industrial & machinesData centersNon-residential buildings
WesternE
Balanced Geographies FY 2013 salesYE 2013 employeesof sales in new economies
NorthAmerica
25% AsiaPacific
28%Rest of W ld
Europe28%
29 30044 000employees in 100+ countries
World19% 61 00028 000of sales devoted to R&D
5 R&D Centers
Canadian Locations5 R&D Centers36 locationsApproximately 3000 employees
36%25%
Mid t O t i 20%Midwest + Ontario 20%Quebec +19%
Schneider ElectricPeople, Products, Software, Services & Solutions that make Energy . . .
Safe: protecting you, your customers, your business Switching Equipment
Breakers
Reliable: uninterrupted, ultra-pure power at all time Security
Efficient: up to 30% energy savings is now available
UPS Systems
Productive: simplicity and peace of mind through automation & connectivity
SCADA & SoftwarePLC & Automation
Green: easy connection for renewable energies
Grid Tie Solar Inverter
Protection Relays
Quality is the continuous
Customer Satisfaction is our number one priority
Quality is the continuous improvement of all processes, service and product
t ib ti t C tcontributing to our Customers satisfaction
Customer satisfaction target represents at least 10% of every manager’s variable compensation plansp p
Customer satisfaction is our number one priority next to safety and “The ultimatesafety and The ultimate measurement of quality”
Since 2008
AgendaAgenda
Who is Schneider Electric?
Quality Journey & Culture
Integration of Quality
Conclusions
Front Office> Direct customer interaction> Decisions are made
D l ti t d> Deals negotiated> Highly collaborative> Working in the spot light> Working in the spot light> High exposure environment> Eventually the outputs must
pass Quality Assurance
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Back Office Qualityy> In-direct customer interaction> Decisions are questioned
D l ti i d> Deals scrutinized> Confrontational> Working in the dark> Working in the dark> Part of the back drop> Operational & reactive> A necessary evil
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Someone moved My yCheese> Unwilling victim of product &
t h l t f t l ttechnology transfer to a low cost country
> Reassigned to Quality as Six> Reassigned to Quality as Six Sigma deployment leader in 2003
> Quality & Business Process Excellence did not have a t i t ti t blstrong voice at executive table
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AgendaAgenda
Who is Schneider Electric?
Quality Journey & Culture
Integration of Quality
Conclusions
Integrating Quality into g g yCulture & The Strategy> Demonstrate a value
iti f litproposition for quality> Get the mind share of executive
and business leadersand business leaders> Stop being the pain and start
eliminating the pain> Quality must speak the
language of businessQ lit i t th &> Quality impact on growth & profit
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Target margin leakage> Find the pain in the Front Office> Find the pain in the Front Office> Translate the pain into critical to
quality metrics> Gain sponsorship of executives> Apply quality principles and
Sale Credits Quote Errors
Sales Errorstools to improve operating results
> Deliver and publish the resultsGood WillPrice
> Deliver and publish the results> Nine to One return on
investmentDebits
> Move the focus from back office to front office 14
Target Growthg> Customer listening> Customer attrition rate
C t h> Customer repurchase scores> Customer recommendation
scoresscores> Customer sentiment on
products, services, software, solutions
> Customer first in everything we ddo
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Three Methodologies for Collecting Voice of Customer
Relationship
Overall experience, sum of all transactional and touch-point experiences;
Customer Satisfaction Loyalty Development (CSLD)
Relationship
Top of Mind random survey target contacts annually
Chain of related interaction experiences, e.g.
Follows or during fulfillment of an order
Transaction
Top of Mind random survey, target contacts annually
TransactionFollows or during fulfillment of an order
Field Service Experience
TransactionProject/Solution Experience
etc . . .
Specific interaction experiences, e.g.
CCC Experience – satisfaction of t h i l t
Touch-point
Touch-point
technical support Touch-point
Touch-point
Touch-pointDelivery Experience – satisfaction of process
Sales Experience – satisfaction of visitetc . . .
Strategy & Priorities Influenced by Quality
Voice of Customer
Internal audits, performance metrics analysis
Voice of Business
1. Scope expanded from back office to entire business2. Quality owns the customer experience and drives the Q y p
consistency of the experience3. Measuring everything from sales interaction to post
shipment employee responsivenessshipment employee responsiveness4. Using digitization to provide proactive information and
self service features5 Tailoring supply chain to customer needs and5. Tailoring supply chain to customer needs and
streamlining to be more nimble & adaptive
Example: Quality Inspired & Lead Customer Responsiveness Roadmapp p
M k t l W bAd dIntegrated Innovative
Easy to ContactWeb Tools & Process
Marketplace Web
Customer Service BasicsDaily or weekly voicemail message
Notify me of voicemail on mobile
Email Signature Feedback
I2P Adoption (BFO Quality)
ETQ Obsolescence
CTA Obsolescence
Customer Care App
Partner Relation Mgm
User friendly web
Foundational Advanced
Out of Office email
Back up defined in all out of office communication
It’s Personal Training
EC500 (Phone to Mobile transfer)
Smart Employee directory
Voicemail to Text
CTA Obsolescence
FO BFO Case Portable
SLA for customer case types
FO QMS Integration
Customer Sat Tool Adoption
Proficient
Annual training curriculum
Reinforcing Communication Campaign
Employee Recognition
Customer Sat Tool Adoption
Managed in Responsiveness
Integrated with Responsiveness but managed elsewhere
Linked to Responsiveness but managed elsewhere
AgendaAgenda
Who is Schneider Electric?
Quality Journey & Culture
Integration of Quality
Conclusions
Continuous Closed Loop Quality SystemProactive Customer & Business Listening
Influence Strategy
Influence Key priorities
Processimprovement
Proactive Customer & Business Listening
Influence Targets
Influence Key prioritiesContainmentCorrectionPrevention
Customersurveys Schneider
Prevention
Reactive
Champion Quality Policy
surveys SchneiderProductionSystemAudits
Perf indicators
Reactive Listening
S pplierPerf. indicators
Framework: ISO9001:2008 – ISO14001 – OHSAS 18001
SupplierQuality mgt
Customer Centric Performance Indicators
Customer Overall SatisfactionDelivery Satisfaction
Customer Financial6S Benefits
Sales Error CostDelivery SatisfactionService Satisfaction
Customer Care Satisfaction
Sales Error CostCommercial Consideration Cost
Forecast Accuracy
People Process
Solutions Satisfaction Credit/Debit Reduction
Employee SatisfactionEmployee Develop. Hrs
Employee Skill Gap Closure
Employee ResponsivenessEase of Doing Business
Customer Process UtilizationEmployee Skill Gap ClosureEmployee Work Life Balance
Customer Process UtilizationCustomer Data Accuracy
Sample of non-traditional quality indicators
Canada Top Five ProjectsVoice of Customer & Voice of Business prioritize everything we do
Partner Starter & SwB Lead Timess
Voice of Customer & Voice of Business prioritize everything we do
Cen
tre
nce
On-
site
nsiv
enes
Industry
ribut
ion
CPe
rfor
man
Serv
ice
e R
espo
n
Energy
Dis
tr P
Send
Transactional Order
ProcessEmpl
oyee
gy ProcessE
Evolution of Quality @ Schneider Electric
Process Excellence
AdaptiveIntegratedCustomer Driven
Quality
Innovation (Now)
Operational
Cost Reduction
Quality Assurance
yManagementOperational
PrescribedReactiveCost of Business Influence & Innovate
QualityControl
Cost of Business Influence & Innovate-Mobile APP for factory test reports-Collaborative web portals-Internal customer process web tool
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-Mobile Customer Care App
Back Office Quality Trusted InnovatorFront Office
Questions
The ultimate measure of Quality is Customer Satisfaction