Tyco Valves Takes QA to the Next Level Using i-Sight Complaint Software Analytics

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Tyco Valves & Controls LP

Challenge

• With homegrown system, Tyco could not analyze customer issues and causes to take corrective action.
• Complaint tracking lacked automation, slowing processes.
• Tyco wanted its complaint-tracking workflow to mirror 8D and Six Sigma best practices.

Solution

• i-Sight Service & Complaints Software enables detailed statistical reporting on types of issues and their causes.
• The software is customized based on the company’s processes, as well as industry best practices.
• Tyco automates notifications, issue routing, and approval handoffs.

Results

• Reduce the number of returns
• Decrease customer complaints
• Shorten the time from complaint to resolution
• Reduce costs associated with refunds, credits and repairs

"With i-Sight, we can extract charts and graphs and get them in front of other groups. This guarantees we are aware of every problem and that we are being proactive about reducing complaints."
- Michael Teele, Quality Assurance Manager

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