Saint Gobain Manufacturing uses Everest for Customer Complaint Management
Leading this initiative at Saint Gobain Ceramics and Plastics is Bob Carlson, a Six Sigma Black Belt and Quality Engineer. His training has led him to focus is on proactive projects rather than reactive responses, in order to increase customer satisfaction and company profit.
Saint Gobain chose Everest software to capture and manage customer feedback. Using the extensive reporting features, Saint Gobain is able to spot trends and patterns at the root of quality problems. Time and energy is then spent on finding lasting solutions to these problems, which translates to increased customer satisfaction.
Bob Carlson is proud of the impact he’s having on the organization’s success. He states, “Using Everest as a tool to direct my company’s limited assets before they are wasted on corrective actions and complaint handling is one way I can contribute as a Black Belt. It is much more rewarding than explaining to customers why something happened later on.”
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