Page 285 - Binder

Nomination Recognition 2017

Report by Cross Functional Team

CATEGORY: CROSS FUNCTIONAL TEAM AWARD

PROJECT: Global Quality Technical Support (GQTS) - This is a workgroup, not a
project team.

CATEGORY: CUSTOMER FOCUS

NOMINATOR: Diana Howell
SPONSOR:
LEADER:

PROFILE:
Describe the situation or event related to the individual's or team's performance.
GQTS is on the front lines interacting with GOJO customers. The team strives to
ensure customer satisfaction, compliance with regulatory agencies, and product
quality. GQTS employs the leadership competencies of creativity, customer focus,
and problem solving on a daily basis to understand our customers' concerns and
resolve the reported issues to the customers' satisfaction. Global Quality frequently
taps into business literacy competency of quality from a variety of angles including
quality customer service, product quality, and the quality of the data collected and
recorded. The team also utilizes the technical competency of using statistical
analysis tools to routinely provide customer complaint data analyses to the GOJO
organization.

Global Quality Technical Support utilizes GOJO ways of working every day by
utilizing multiple GOJO resources to quickly identify and resolve customer issues or
to provide information to our customers. GQTS is skilled at following the GOJO
Technical Information Process (GOTIP), using EPI for product information, and
navigating Livelink and SAP for product and formula specifications.

Describe in detail the individual's or team's notable behaviors.
Collaboration and teamwork are two of the main behaviors which contributed to the
improvements and successes in GQTS in 2017. The team worked together and
shared information and best practices which reduced duplicate efforts and improved
turnaround time. Reduced duplicate efforts and improved turnaround time resulted
in increased customer satisfaction, compliance, and more in-depth data sharing.

What were the results of the individual’s or team’s behaviors?
In 2017 there was a 10% increase in the number of reports processed by GQTS.
Despite this increase, the Global Quality Technical Support team improved their
performance in a number of key areas. The average amount of time it took the
team to process a customer report decreased by about 25%. Decreased
processing time equals increased customer satisfaction. The team's GOW
scorecard for batch number capture for complaints increased from 39% in 2016 to
57% in 2017. Batch number capture is critical understanding customer complaints,
identifying trends, and mitigating future risk of similar customer reports. In 2017 the
team focused efforts on reducing the processing time of adverse event complaint
reports. As a result of these efforts, GQTS improved the processing time from 114
days in 2016 to 37 days in 2017 which is an improvement of 67%. Timely closure of

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