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CASE STUDIES / Quality Monitoring

The Northridge Group Delivers a Quality Management Solution for a Communications/Technology Provider

 Communications/Technology

Scope

  • Northridge was engaged to assess and improve global quality management for a Fortune 100 communications/technology provider in North America, South America, Europe, and EMEA and to align quality management with business results for sales/service programs.

Process

  • Northridge conducted interviews with 230+ stakeholder/SME’s across multiple continents to ensure a comprehensive understanding of the current state as viewed from across the organization.
  • Northridge’s current state assessment of Quality Management operations identified many regional challenges to quality management, such as the need to support multiple languages, as well as challenges common to all regions.

Results

  • Through its comparison of current state to best-in-class practices and industry benchmarks, Northridge identified gaps and prioritized initiatives to improve business processes, sales growth, and customer service
  • Northridge developed and prioritized a comprehensive set of recommendations for improvement in the people, process, and technology areas to meet the future demands of the provider’s clients
  • Northridge created an implementation roadmap of improvements, prioritized based on business impact and alignment with identified corporate goals

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