My friends at Entytle post and create webinars about the value and importance of collecting and using installed base (IB) data. One day, viewing one of their webinars, I realized I had the best IB data story ever. I wrote the story and sent it to their Marketing leader. He read it and asked if I would allow them to publish it. They did today.
This is where the story starts to get interesting:
“Typically, individual circuit board failures were considered routine maintenance, much like refueling a car – not a cause for major concern. However, one day, our two technicians who were responsible for testing and repairing all circuit boards returned from the field came to my office with alarming data. They had identified a component lot that appeared to have unacceptable reliability issues. After reviewing their findings, I agreed with their assessment and immediately involved our VPs of Manufacturing and Quality. We quickly concurred: we faced a significant problem that required immediate action – replacing all circuit boards built with parts from this “bad” lot.”
Click here to read the whole story – A Recall That Built Trust With Our Most Demanding Customers
Recommended reading
- Why Improving Product Quality & Reliability Depends on Effective Service Feedback
- Does Your Product Improvement Process Include Field Service Data?
- Why The Say:Do Ratio Is So Important To Building Customer Trust
About Middlesex Consulting
Middlesex Consulting is an experienced team of professionals whose primary goal is to help capital equipment companies create more value for their clients and stakeholders. We continue to provide superior solutions to meet our clients’ needs by focusing on our strengths in Services, Manufacturing, Customer Experience, and Engineering. If you want to learn more about how we can help your organization become more sensitive to how your customers view your business, please contact us or check out some of our free articles and white papers here.