Situation
Our client was the credit arm of a retail store that dealt with quality issues, including those involving the outsourcing of some services.
Challenges
The main challenges we faced on this project included:
- Dealing with significant restructuring and changes
- Accommodating the limited resources within the company
- Dealing with the inherent negative character surrounding quality issues
Actions
To address these challenges, our consultants:
- Diagnosed where quality issues originated, focusing on customer-facing areas
- Examined the problematic processes for quality assurance
- Developed options for dealing with the problems given the limited resources available
- Made recommendations for changes based on increased effectiveness and quality
Results
At the conclusion of the project all the key success factors had been achieved, and the client was highly satisfied with the project deliverables and the value added by Schroeder & Schroeder Inc. Our actions resulted in:
- Significant change and restructuring in the organization and increased quality management