Developing an international complaint handling system for Tyco Electronics / TE Connectivity

Area of Responsibility (Budget / personal):

• All quality departments in EMEA / System global
• Planning, technical design, IT-definitions
• 260 Complaint handling personal / Project 25 personal
• 1,5 Mio. EUR
• 25 countries

Responsibility:

• Concept of a state of the art “Complaint Management system”
• Integration of old data and systems
• Establishing of a robust management process
• Future oriented structure and IT-System
• No external software used
• Integration of US-IT departments and corporate prerequisites
• International Team

Tasks:

• Analysis and benchmarking of systems at an automotive market leader
• Adapting Tyco needs and prerequisites
• Planning and cost optimization
• Managing and sponsoring US-IT prerequisites by BU-Leader
• Clear team and responsibility definition
• Introducing modern project management principles
• Project controlling and reporting
• Personal commitment and engagement

Success Story:

• Strong teamwork and extraordinary commitment of the team
• Project met the time and costs schedule with minor deviations
• Reduction of complexity of management processes
• Due to saved timing costs and complaint handling have been reduced about 30 %
• Reduction of complaints about 60% due to fast reaction time and effective problem solving, which eliminates almost all re-occurrences.
• Customer satisfaction dramatically improved.
• Detailed reporting of KPI’s, enabled management to specific investments and cost reduction.

Specific Challenges:

• Global guidelines
• Strict US-IT guidelines
• Divergence of global IT-systems
• Closing old workstreams needs intensive efforts of persuasion
• Complexity of internal systems together with customer requirements