2019
Gerresheimer is a EUR 1.4 billion global partner to the pharmaceutical and healthcare industry with about 10,000 employees worldwide. The Business Unit Medical Systems produces customized injection molded plastic assembly units, as well as primary packaging made from glass and plastics worldwide. For the global players of the pharmaceutical industry, they produce products for the simple and safe administration of medicine such as inhalers, insulin pens, auto-injectors, ready-to-fill glass and polymer syringes and cartridges. For the diagnostics and medical technology industry they produce laboratory disposables, point-of-care-tests, lancing devices and lancets.
In 2018, Kepner-Tregoe processes were used to resolve a particularly complex and critical issue that could affect production of a key product. Resolution had eluded quality teams and using KT’s rational, process approach to root cause analysis, Gerresheimer was able to avoid potential production issues and ensure the quality and safety of the product. The KT approach led the team to finding root cause of the issue, take appropriate corrective actions and pursue on-going monitoring. There are nearly 200 Gerresheimer employees trained to use the KT approach to address complex problems at plants in Germany and Czech Republic, helping to maintain the company’s reputation for quality and ensure the safety of its products.
Microsoft Customer Service and Support (CSS) is a global organization that delivers world-class service support to commercial and consumer customers around the world. As part of Microsoft’s mission to empower every person and every organization on the planet to achieve more, CSS has chosen to embed KT Problem Solving and Decision Making methodologies as core tools for driving high-quality, customer-centric issue resolution at all major CSS sites worldwide. Eventually more than 7,000 CSS team members will use the KT process tools to minimize resolution time, maximize customer satisfaction, and drive the customer-obsession mindset.
One example of a single issue resolution involved a customer experiencing a problem with a custom Outlook add-in utility that was disrupting communications. With the application of KT Situation Appraisal, CSS was able to better define the initial problem and KT Problem Analysis processes quickly focused on the key area that needed troubleshooting. The customer was able avoid a critical situation by rapid identification of the right issue and CSS didn’t waste time on debugging; able to focus on changes and to move quickly to identify the solution and take corrective actions that permanently resolved the customer’s problem
Microsoft Customer Service and Support (CSS) is a global organization that delivers world-class service support to commercial and consumer customers around the world. As part of Microsoft’s mission to empower every person and every organization on the planet to achieve more, CSS has chosen to embed KT Problem Solving and Decision Making methodologies as core tools for driving high-quality, customer-centric issue resolution at all major CSS sites worldwide. Eventually more than 7,000 CSS team members will use the KT process tools to minimize resolution time, maximize customer satisfaction, and drive the customer-obsession mindset.
One example of a single issue resolution involved a customer with a Microsoft Exchange server issue that if unresolved, could have resulted in an extensive rebuild. With the application of KT Problem Analysis processes, the CSS team was able to quickly identify and resolve the server issue. Thinking beyond the fix, they ensured that the customer’s other servers would not experience a similar issue, saving the customer time and avoiding the potential for future similar issues.
CSAA Insurance Group is an insurance provider for AAA (American Automobile Association) members. It is part of the nation-wide AAA-affiliated insurance companies, providing AAA-branded insurance to members in 23 states and the District of Columbia.
The CSAA IT Operations division worked with Kepner-Tregoe to improve processes for both Incident and Problem Management. Impetus for the KT program was to reduce the number of active problems, with a focus on ensuring information was specific and intentionally gathered throughout the lifecycle of the Incident prior to reaching the
Problem process. Ten problem coaches were trained to take a leadership role in Problem Management and the Kepner-Tregoe Problem Analysis processes. Through this training, coaching, and integration of tools in the ServiceNow platform, the coaches were able to share that knowledge with their teams which allowed the number of total problems opened to be quickly slashed by 26%. Using the new KT approach, problem solving teams were able to correctly determine what an actual “problem” consisted of, as well as the complete and accurate root cause assessment, prior to taking resolution actions which has decreased the amount of time taken to resolve issues and the number of repeat Incidents.
Human Resources Division & Business Support Affiliated Companies’ Affairs Division
The mission at Honda Motor is to lead the advancement of mobility and enable people everywhere in the world to improve their daily lives. In the highly competitive automobile and motorcycle industry, Honda has achieved high reputation from its clients and a high share of the global market.
The Human Resources Division of Honda Motor is pursuing the Honda mission by embedding KT rational processes as a core tool for their total business processes such as R&D, manufacturing, and marketing.
The Business Support Affiliated Companies’ Affairs Division of Honda Motor has encouraged its suppliers
to embed KT Process as their core tool, to support suppliers pursuing quality. The overall purpose is to achieve business results through the adoption of KT processes, not just within Honda, but also to its suppliers horizontally. Over 30,000 Honda associates in Japan have learned to use the KT processes, making KT part of the company’s DNA. KT Potential Problem Analysis helps production lines avoid problems and KT analysis and findings have helped mitigated downtime, significant repair, scrap material and injuries. KT Decision Analysis has improved decision making in work flows—from designing new products to operating production lines; while KT Situation Appraisal is used especially by managers at every level. Honda Motor Co. in Japan is among KT’s oldest and most valued clients.
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