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Customer Quality Management Capability Demonstration

Customer Quality Management Capability Demonstration. Leon County School District CQM Representative: Jeffery Martin. What is a Customer Quality Manager?. Customer Quality Managers support sales teams with quality issues Provides product quality analysis of customer install base

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Customer Quality Management Capability Demonstration

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  1. Customer Quality Management Capability Demonstration Leon County School District CQM Representative: Jeffery Martin

  2. What is a Customer Quality Manager? • Customer Quality Managers support sales teams with quality issues • Provides product quality analysis of customer install base • Customer advocate within Dell escalation process • Provide quality briefings and presentations to customers

  3. Dell Reporting\Analysis Capabilities • Dells direct model allows us to gather and analyze tremendous amounts of product and customer specific information • This allows Dell to see and react to trends in customer specific environments as well as overall Dell world wide product • Example: Nichicon Capacitors on Motherboards affected GX 270 Product Line • Solution: Extension of Warranty to 5 years or January 31st, 2008, Proactive replacement of motherboards for highly affected customers

  4. Optiplex Comparison: Parts Dispatches Parts Dispatch charts can be used as guides to analyzing customer environments.

  5. Optiplex Comparison: Motherboard Dispatch Trends Dispatch Trends Can be shown by examining monthly dispatch rates. Large dispatch spikes or CFA activity can be seen, indicating problem areas or comparison of failure rates after corrective action.

  6. GX 620 Motherboard Dispatch Rate – Deep Dive Further analysis can be done by customer name, order number, ship date, etc. Problem areas can be identified or analyzed for trends, spikes, and possible corrective actions.

  7. Service History Report Overview

  8. Parts Dispatches, Last 2 Years (Without CFA)

  9. Parts Dispatches, Last 2 Years (Without CFA)

  10. Questions?

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