Quality Issue Management system was not scalable, long-winded and cumbersome. As a result of this employees were not raising issues on the system. There was a lack of automated operational & executive reporting. The interface was not user-friendly and was prone to human errors. The process flow was complex and the users did not have visibility on the critical items. The quality team could not manage multiple locations (6 global locations) due to parallel processes running due to an unusable application.

Customers Quality Issue management was not able to keep up with the business growth and there were inconsistencies in data collected throughout the different locations around the world. The company was losing money to their customers as well as suppliers. There were 35-40 Non-conformances raised in a month with 10-15 concession requests and 10-15 technical queries.

A JAVA based application was designed with improved usability features. Manual process changed to  into electronic form for concessions & technical queries. Wizard-based screens with autocomplete feature integrated with ERP ensured minimal human errors. Process was re-designed to be lean and have faster turnaround time. Improved visibility on the critical & overdue issue with real-time reports for shop floor users and executive dashboard for the management members. Active management through workflow and notification. Root Cause Analysis (risk assessment matrix) for each item incorporated in the process. integration with knowledge base for CAPA with separate approval process, full audit trail, a powerful search & automated PDF report generation to share with clients and suppliers.

• The manual process changed into electronic form for DCR and ITQ, bring in standardization and single point quality solution available 24×7 to all users in all locations
• Increase accountability through assignments, process step approvals, and audit trail
• Increase in the number of issues raised by 30 % in 6 months and a 35 % increase in over processing per month
• Reporting capabilities helped in highlighting overdue and critical issues at the right time to the right people
• Comprehensive Root Cause Analysis (risk assessment matrix) with a knowledge base for Corrective Action Preventative Action
• Improved overall quality of product & standard documentation of all issues for all clients in all locations
• Easier compliance to international standards such as ISO