BAE Electronic Solutions (ES) in Manassas, Virginia—leverages its know-how in the selection, acquisition, development, and application of electronics technology to meet the needs of defense, aerospace, and national and homeland security customers.
ES was using multiple troubleshooting approaches with inconsistent, time-consuming results and clients were noticing.
Within Quality Control, an engineer with experience using the Kepner-Tregoe (KT) Rational Process began discussions about expanding its use from small pockets of successful practitioners to across the organization, particularly at the Manassas, Virginia site. First KT worked with ES to assess the organization’s needs, train an initial team to use KT Analytic Troubleshooting (ATS), and expose executives to the use of process in a one-day session. Then BAE launched a wider program to integrate KT process.
由于应用减少了寻找根源的时间，并且准确地找到了重复出现的问题的真正原因，因此立即获得了支持。那些认为ATS是 "官僚主义和耗费时间 "的怀疑者接受了ATS，赞扬了这种利用相关专业知识的合作方式。参加培训的人员在课堂上就开始应用新技能并解决实际问题。应用将分析扩展到风险和机会，通过节省的资金、发现的新业务和获得的客户满意度来增加价值。ATS的文件让客户放心，问题得到了准确的解决。BAE的客户，他们客户的客户，以及他们的供应商已经将这些技能带到了内部，使他们自己的组织受益。
In 18 months, BAE Manassas documented 68 applications with the 10 largest yielding over $2 million in savings. Positive cultural changes came from increased interaction among the technical team, improved productivity, and better morale. Customer quality assurance audits reported marked improvements in BAE’s ability to troubleshoot issues quickly. In fact, NASA asked BAE to present KT’s rational process as best practice at their supply chain conference. BAE credits KT’s rational process for raising the company profile throughout the aerospace and defense communities.