| | April 201619claims is also one of the key financial incentives for improving product quality, at the top of a CFO's list, who is looking to reduce costs associated with in-warranty service calls, depot repair and parts replacement.Advanced AnalyticsIf the company has use of today's advanced data management solutions, warranty claims can help pinpoint the exact nature of the issue, whether it is a supplier's faulty component, equipment on the shop floor performing below standards, operators who need additional training, or communication gaps concerning the necessary specifications. Analytics can also be used to define the correlation between cost-saving measures, such as reducing steps or speeding processes--and the rate of warranty claims, helping manufacturers find the right balance between saving money and providing the quality that customers expect--and demand. Collaborative ToolsCollaborative tools provide another front-line technology tactic that users throughout the organization can leverage to boost compliance and help ensure customer priorities are met. Integrated into the ERP system, a business collaboration tool allow for comments, questions and updates to be addressed in real-time and then captured and tracked along with relevant data in the system, like the account, customer order or product. This ability to tie conversations to order and product data in the ERP means valuable information can be referenced later and accessed by the company-wide team who is working on the same project or customer order. This allows for fast sharing of updates, last minute specification changes and critical operational issues--such as unexpected equipment downtime--that require immediate attention. Collaborative tools in manufacturing have gone from being a "nice to have" to an absolute necessity to meet today's fast pace of change.Product CustomizationsIn addition to speed of delivery and product c o n s i s te n c y, customers are also expecting more and more product customization from manufacturers. From laptops and shoes to cars and recreational vehicles, consumers expect to specify particular styles, colors, components and features in many products, that at one time were strictly madeto stock. This high degree of customization helps create customer loyalty, but it also complicates the quality control process. No longer can a manufacturer wait to perform a quality check at the end of the production workflow. That is too late, with far too many valuable resources--including time--being wasted if the end product doesnot meet specifications. Manufacturers, therefore, need to build in multiple check points in their MTO and ETO manufacturing processes. The goal is to catch errors as early in the process as possible.As manufacturers struggle to find areas of competitive differentiation, quality control topics will undoubtedly continue to be a high priority. Not only does a strong, multi-level quality assurance program help meet customer expectations, it also reduces costs associated with scrap and make-overs. These cost savings can be invested in other value-add programs, further improving customer perception. So, while quality control may not be the cure-all tactic that suddenly turns fickle customers into loyal followers, offering a consistent level of product value and quality does go a long way in improving customer opinion. As the old adage says, "a happy customer is one of the best forms of advertising."Today's pressures for tight variation control are forcing manufacturers to take a closer look at their operational processes
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