Bengt Persson, the Senior Vice President of Quality and Tech Support, presented a session about driving quality across the globe during the 2011 Premier Business Leadership Series in Singapore. Persson told the story of how Volvo Trucks uses analytics and data flow to standardize and optimize warranty claims across Volvo’s 180 global markets. This significantly reduced warranty claims, improved products and services and increased customer satisfaction.
Volvo is the biggest company on the Swedish stock exchange. To hold that edge, the company must constantly evaluate and improve products and procedures. Volvo Trucks produces five truck brands and a line of buses, construction equipment, the Volvo Penta (a motorcraft engine) and Volvo Aero (an aircraft line). Additionally, Volvo Trucks offers aftermarket transport solutions including financing, insurance and service packages. According to Persson, these aftermarket solutions have become as important – if not more so – than the core products.
To ensure customer satisfaction, Volvo keeps its service network close to the customer. Volvo works closely with the dealers and service centers to ensure standardization. According to Persson, Volvo is proud of its service network, yet the company saw room for improving customer service using analytics.
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