Ten Strategies For Improving Quality Management With SAP And Salesforce Integration

Accelerating customer referrals, earning repeat business, and successfully launching new products are just of the few of the benefits gained from being passionate about quality. The information needed to increase quality and earn customers’ trust is often in systems that are only available in manufacturing or operations, however. Seeing how product quality is impacting sales by enabling SAP and Salesforce integration opens up the opportunities to track repurchase rates, the impact of product quality on customer satisfaction, and find out which customers are the most referenceable is all possible today.

Integrating SAP and Salesforce systems together to make quality a company-wide focus instead of just one in manufacturing, supplier management or operations is essential to drive new customer wins. One of the core concepts of quality management, Six Sigma, is predicated on the DMAIC (Define, Measure, Analyze, Improve and Control). At the center of DMAIC is the voice of the customer and their needs.

When quality becomes all about the customer first, trust gets created because everything is focused on meeting and exceeding expectations. And the first step to making that happen is integrating SAP and Salesforce systems to see how quality is impacting customers today, and how it can be improved to win greater customer trust.

Ten Strategies For Improving Quality Management With SAP And Salesforce Integration

With winning greater customer trust the goal, here are ten ways to improve quality management with SAP and Salesforce integration:

  1. Regularly do surveys of customers’ perceptions of product quality and publish the results across each manufacturing work area. Track which customers responded and for which products in Salesforce and provide pivot tables in Microsoft Excel and additional data so everyone in manufacturing sees how their work on quality directly impacts customer satisfaction.
  1. Track which customers quit buying from you and track it down to the product level to see if quality issues are hurting your business. By having SAP and Salesforce integration in place, you’ll be able to see which customers quit buying by product area and why. The goal is to stop customers from leaving due to bad quality, and having this level of analysis can help.
  1. Create a Voice of the Customer (VoC) framework using survey data and customer input captured in Salesforce to provide feedback to sourcing teams.
  1. By comparing SAP-based production and quality data with Salesforce-based customer activity, create a list of the top twenty accounts by product and launch advisory councils to gain feedback.  
  1. Find out if product quality is the reason low-performing products are failing in the market by using Salesforce data to find and interview customers.
  1. Use Returns Material Authorization (RMA) data in SAP cross-reference each one by customer records in Salesforce to find out which type(s) of customers are experiencing the greatest returns. There’s the potential that the products being returned are being used for processes or tasks the original product wasn’t designed for. By having RMA and customer data in the same system, product management will be able to troubleshoot if there is a need for redesigning and augmenting the product.
  1. On average how many times does it take manufacturing to get an order right and could SAP-based quality and Salesforce customer data reduce this? It is surprising how many of the world’s most well-known brands re-work orders several times before they get the product out the door right.  From auto manufacturers to many electronics manufacturers, this issue alone costs over $1,200 per order to fix based on a recent National Association of Manufacturer’s study. Using SAP data combined with Salesforce, the number of order iterations could be drastically reduced saving thousands of internal costs in the process.
  1. Staying in compliance with local and national regulations is essential for selling into foreign markets, and having SAP data integrated with Salesforce provides a useful system of record. Having a single, scalable and secure system of record that can support global expansion efforts is a must-have for any company looking to expand. The costs of global compliance continue to escalate, making a unified system of record based on SAP and Salesforce data indispensable.
  1. Seeing how small changes in quality process control can make a big difference in sales performance is only possible when SAP and Salesforce systems are integrated with each other.
  1. Tracking product quality of your most challenging Configure-Price-Quote (CPQ)-based products to build will tell you how scalable your manufacturing operations are. Pursuing CPQ-based product and services strategies requires SAP and Salesforce integration if they are going to succeed. Knowing just how well these strategies are going is possible by tracking product quality back into Salesforce for those customers purchasing customizable, configurable products. This is a great way also to see if CPQ-based products are attracting customers or turning them away.

Sources:

Grabenstetter, D. H., & Usher, J. M. (2013). Determining job complexity in an engineer to order environment for due date estimation using a proposed framework. International Journal Of Production Research, 51(19), 5728-5740.

Ka-Yin, C., Songbai, L., & Wai-Hung, I. (2009). Enhancing enterprise information integration using Six Sigma. Total Quality Management & Business Excellence, 20(5), 537-546.

Li, J., & Li, J. (2013). Integration of manufacturing system design and quality management. IIE Transactions, 45(6), 555-556.

V. Y., Yeung, A. W., & Yeung, A. L. (2007). How supply quality management improves an organization’s quality performance: a study of Chinese manufacturing firms. International Journal Of Production Research, 45(10), 2219-2243.

Pimentel, L., & Major, M. J. (2014). Quality management and a balanced scorecard as supporting frameworks for a new management model and organizational change. Total Quality Management & Business Excellence, 25(7/8), 763-775.

Rao, P. S., & D’Souza, O. L. (2012). A Study on Total Quality Management in IT Services Industry Using Six Sigma With CMMI. Aweshkar Research Journal, 13(1), 145-157.

Sadeh, E., Arumugam, V. C., & Malarvizhi, C. A. (2013). Integration of EFQM framework and quality information systems. Total Quality Management & Business Excellence, 24(1/2), 188-209.

 

About the Author:

I am a Forbes contributing columnist, industry analyst and blogger, and serve as Director, Global Cloud Product Management at Ingram Cloud. Previous positions include product marketing at iBASEt, Plex Systems, senior analyst at AMR Research (now Gartner), marketing and business development at Cincom Systems, Ingram Micro, a SaaS start-up and at hardware companies.

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