Improving the Customer Experience

At HWI, we’re committed to continuously improving our customers’ experiences. That’s why a cross-functional team has implemented a new internal automated workflow process to track and respond more effectively to customer concerns.

According to Joe Schartner, director, Quality and Process Control, the goal “is to bring heightened focus and attention to acknowledging, investigating, resolving and responding to customer concerns.”

“We want to be sure that we are being more responsive,” says Schartner. “We also want to ensure that we are doing a completely professional evaluation of the issues. The system workflow drives the accountability throughout the company for proper investigation, root cause analysis and resolution.”

The centralized system, in place since August, is being continuously enhanced with automatic quality metrics reporting and visual performance management in alignment with the company’s business systems.

In the end, says Schartner, “the system is supporting HWI’s commitment to creating an exemplary culture of accountability and continuous improvement.”