Gorbel Wins Silver Award at 2019 GRQC Dinner!

Emma Percy
| May 10, 2019

Gorbel® was chosen as one of 17 finalists in the 2019 Greater Rochester Quality Council Performance Excellence Awards Competition.Gorbel at GRQC 2019

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 using the Value Stream Map lean tool.

The project led to categorizing quotes by complexity level and employing a ‘pull system’ in Customer Service where our Technical Customer Service Team Members ‘pull a quote’ based on the level of complexity and skill level.  As a result of this new process, we have improved quote turnaround time and improved the quality of our quotes. On average, we have cut quotation lead times in half.

This new process improvement has enabled our Customer Service Team members to work more efficiently. The positive impact on employees and customers has had a significant impact and is now showing in our customer surveys – and particularly in the CSR Responsiveness category.

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!

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