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Improving the Customer Experience

Mar 17, 2017 / HWI News

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.”

About HarbisonWalker International

With more than 150 years of industry leadership, HarbisonWalker International (HWI) is the largest supplier of refractory products and services in the United States. Headquartered in Pittsburgh, Pennsylvania, the company’s international network spans North America, Europe, and Asia, with 19 manufacturing plants, 30 global sourcing centers, and technology facilities in both the United States and China. Serving virtually every major industry that requires refractory solutions to enhance production and protect assets, HWI is consistently recognized for its talented experts, industry firsts, and intensely driven excellence.



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