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Toshiba Europe

Function

    • Operations

       

Industry

    • High Tech

       

Qlik Product

    • QlikView

       

Achievements

  • N/A

Toshiba Europe raises the bar on performance with Qlik

Acting as the European headquarters for all electronic products, Toshiba Europe is part of global Toshiba Corporation, one of the largest global IT and electronics firms with a workforce of 191,000. Toshiba Europe’s customer service is supported in eight European countries by customer contact centers that handle around 60,000 calls a month.

An analysis solution was needed to monitor various key performance indicators (KPIs) and check that service levels were being met. Many of these processes had already been outsourced for a considerable amount of time, so Toshiba needed a new analysis solution that allowed the company to measure the performance of outsourcing partners.

The division was particularly keen to find an analysis solution that could be installed simply and quickly — and then run by the European specialist operations department. As such, the system would need to avoid draining internal IT resources or require external consultants to spend cost-intensive days on site. Lastly, the solution needed to be able to collate and analyze data without a special data warehouse.

Simple and affordable, quick to deploy

On the basis of these specifications, the company assessed business intelligence (BI) solutions from different vendors. The majority of the tools available, proved to be cost intensive and too complex to use without IT support.

Toshiba Europe decided on QlikView, which was up and running within a few weeks. All stages of the system’s installation and expansion were managed entirely by the specialist department involved, IT was only responsible for managing the server and hardware.

Toshiba Europe’s data comes from a range of different sources, but aggregation via a special data warehouse is unnecessary. All data can immediately be imported into QlikView.

Before implementing QlikView, this was impossible. Due to the company’s heterogeneous system landscape, reports could only be produced for individual, specific areas. Data simply could not be collated in the same efficient way from disparate systems. Individual processing and analysis operations using Excel spreadsheet software had to be collated manually.

Linking data for better analysis and better management

“Now we can directly and flexibly collate and analyze all data from the various front end processors involved,” Bernd Riedel, Senior Manager — Service Engineering at Toshiba Europe, said.

“This means that, because the new solution is fully cross-system, we can now, for example, link call center and repair data. This provides us with a whole range of new information, which in turn, helps us to achieve better management of our customer-centric processes.”

Toshiba is now able to extract important information for product development. This type of information is made available to the company’s headquarters in Japan and OEM partners for appropriate product optimization. Because of the positive feedback and reaction from within the services area, QlikView is now being used in other areas, such as product lifecycle management in Germany.

“In our business, service coupled with technology is the No. 1 distinguishing feature and selling proposition,” Riedel said. “Accordingly, we lay great focus by constantly improving our performance in this field. QlikView makes a really significant contribution to this. Because of the fast, comprehensive analyses it provides, we can accurately work out how well our service is running—not just internally, but also with our outsourcing partners. Thus, we can immediately make any adjustment necessary if the high bar we set ourselves on quality is not being reached at any particular site.”

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