Gorbel® was chosen as one of 17 finalists in the 2019 Greater Rochester Quality Council Performance Excellence Awards Competition. The competition celebrates quality accomplishments in organizations throughout the Greater Rochester Area. This year, we submitted our application under the CUSTOMER EXCELLENCE category and referenced our efforts and results in the new way customer quotes are processed.
Our new Triage Process was an outcome of an effort in Customer Service that engaged 24 cross functional employees throughout Gorbel. They mapped out all steps in the ‘Inquiry to Quote’ process. This mapping was accomplished through using a lean tool called a Value Stream Map (VSM).
Our submittal to GRQC documented the effort and the lean tools used to deliver the results. A review team from GRQC visited us in March 2019 to learn more about our project and validate the results it has delivered.
On Wednesday night, May 8th, Gorbel was recognized with a SILVER Award in the Customer Excellence Category!
Congratulations to all who were involved in the VSM and TRIAGE Project and being recognized by the GRQC!