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Case Studies

Configured Products: Encoder Products Company

01 April 2015

“Before QAD Configurator was implemented order entry was time consuming and error prone. Since the implementation of QAD Configurator, error rates dropped to less than 1% and an additional customer service person is no longer required for manual configuration checking.” (Bob White, CFO EPC).

When White looks back at the 15 years of using QAD Configurator, the first thing that comes to his mind is the immediate improvements when using the Configurator in production.
 
A major factor to reduce costs was streamlining and simplifying the order entry process, no longer requiring Customer Service personnel to also be engineers. “The quality of the order entry process has dramatically increased; error rates greater than 20% on initial order configurations were not uncommon during periods of high order entry processing,” says White. “This required EPC to expend more resources manually proofing the order configurations before being released to production. Since the implementation of QAD Configurator, error rates dropped to less than 1% and an additional customer service person is no longer required for manual configuration checking.”
 
But over the years further benefits became evident, “Training for new order entry hires went down from months to a few weeks,” says White. Since QAD Configurator captures engineering knowledge in a formal way and central place and links it to specifications of the end product, Customer Service does not have the need for technical knowledge of the product at the time of order entry. QAD Configurator smoothly guides through the steps of configuring a product without the intervention of an engineer.
 
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