DOWN Customer Consulting Group, LLC
953 Fillmore Street
Analysis, Strategy, Execution
Case Study - Customer Quality Analysis & Roadmap Development
Global leader in power generation and power service with annual revenues approaching ~$20 billion; the company’s
Plant Parts and Service division is a leader in providing parts and services to U.S. coal-fired power plants.
Challenges included misalignment between field marketing and the home office with respect to their quality levels,
dependency on anecdotal information when searching for causes of their quality issues, and no development of a focused, articulated,
and sustainable quality improvement plan.
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Performed qualitative and quantitative analysis of customer, product, service, and vendor quality information
Conducted workshops to
define and align on opportunities to improve customer quality
Developed a roadmap of staged customer quality improvement initiatives
and initiative details
Aligned stakeholders on roadmap improvement content and initiative ownership
Estimated financial benefit of ~$3.5M/year
Increased brand awareness and customer satisfaction
Improved organizational alignment on
quality definitions, issues, and directions
Improved process performance for order management, vendor management, and quality assurance
dependency on customer support