Quality Improvement

Drive customer satisfaction

Quality improvements can deliver far-reaching value to an organization when they move key metrics in the right direction, for example reducing costs, increasing customer satisfaction, or improving employee engagement. In regulated industries, quality improvements may be required to comply with regulated standards through improving investigations, corrective/preventive actions, and reporting.

In IT support and service management organizations, quality is pursued by finding ways to accelerate and improve issue resolution. Manufacturers improve quality by eliminating deviations, reducing rework and waste, and improving throughput. Ultimately improving quality increases customer satisfaction and is achieved best by working proactively to avoid problems ever occurring.

Analytic thinking skills provide a foundation for quality improvement

In a world awash with data, complex problem-solving skills are essential

Digitization has helped organizations to monitor and prevent quality problems from occurring. But inevitably problems do arise. The ability to use data to resolve complex issues is essential to any quality initiative.

Successful quality initiatives don’t settle for reactive improvements

In addition to responding to quality problems with accuracy and speed, improving quality requires moving from repair to continuous improvement and from solving problems to designing to prevent problems.

Quality is everyone’s goal

Prioritizing quality requires taking quality out of its own department and integrating it organization-wide: promoting quality by encouraging and supporting people’s problem solving, planning, and risk management endeavors.

Case Studies Section

Testimonials

“For me, personally…Kepner-Tregoe results can be measured in the hundreds of millions of dollars.”
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Robert A. Lutz, Formerly Chairman of GM North America and Ford of Europe

“The process enables people to find solutions and encourages them to seek continuous improvement. The more we use it, the more success we have with it, and the more value we create.”
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Jeffrey W. Green, Senior Production Specialist, Sonoco

“Our quality control standards are extremely high. Having a well-structured and disciplined approach to problem solving makes a huge difference in the speed at which we can find root cause.”
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Product Manager, Ventilator Manufacturing Company

“KT’s Processes have encouraged active engagement rather than passive acceptance when coming to problem solving. Problem Analysis has saved our team time by systematically organizing the analysis process. ”
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Quality Manager & KT Coach – Augmented Identity Solutions

“Our company has fostered a global culture of critical thinking, making structured decision-making and problem-solving a core part of daily operations. Through the enterprise-wide adoption of Kepner-Tregoe (KT) methodologies, our company has transformed troubleshooting, escalations, and risk management, ensuring data-driven, analytical approaches guide service and operational decisions.”
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National Support Specialist – A Global Healthcare Company

“Our company integrated KT Problem Analysis methodology directly into our Major Incident response workflow, creating a more systematic approach to incident classification, root cause determination, and resolution. This process enabled our teams to quickly distinguish between relevant and irrelevant information during high-pressure situations, leading to more rapid and accurate incident classification.”
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Senior Manager Incident Response – Fintech