Words from a customer

Being a large, multisite organization, acting in a global environment with millions of customers in today’s internet society demands a clear message across markets. Still adopting the local cultures and customer perceptions makes it even harder to set a clear and shared message on what to manage centrally and what to manage locally. In our enterprise we had multiple views on what quality stands for and how we responded to improving the customer experience of our products, services and our brand.

Using Ortelius expertise, method and workbench inorigo® we made a self-assessment against Ortelius Quality Model giving a clear view on what customers thought and how we performed in our different markets and functions.

This gave a clear view of focus areas and a shared agenda for the quality journey towards operational excellence.

We now have started to step by step implement capabilities needed. Starting with the KPIs decided giving management clear visibility on a dashboard enabling capabilities to be continuously monitored and take action from both group and country perspective. The second part is a joint value chain with checkpoints governing that our products and services continuously are optimized to meet and exceed customer expectations.

The overall experience is that using the Ortelius expertise, methods and workbench enables us to take it step by step and securing precision, speed and business value on each step.