Telecom Industry
Quality & Compliance:
How a Fortune 100 communications/technology provider partnered with Northridge to assess global quality management operations and develop a prioritized improvement roadmap aligned to business outcomes.
The Challenge
A Fortune 100 communications/technology provider engaged Northridge to assess and improve global quality management across North America, South America, Europe, and EMEA. The organization sought to better align quality management practices with business results across sales and service programs.
The Strategy
Northridge conducted interviews with more than 230 stakeholders and SMEs across multiple continents to gain a comprehensive understanding of the current state of quality management operations.
The assessment identified regional challenges, including multi-language support requirements, as well as issues common across all regions.
The Execution
Key actions included:
Conducting a global current state assessment of quality management operations
Comparing practices against best-in-class benchmarks and industry standards
Identifying operational gaps across people, process, and technology
Prioritizing initiatives based on business impact and alignment to corporate goals
The Impact
Clear identification of gaps and improvement opportunities across global quality operations
A comprehensive set of prioritized recommendations across people, process, and technology
A structured implementation roadmap aligned to business objective
experience + excellence
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