Scheduling Efficiency for Customer-Centric Delivery
ZEISS Industrial Quality Solutions USA is a leader in cutting-edge metrology and inspection technologies for critical industries, including Aerospace, Automotive/New Energy Vehicles, Consumer Goods/Electronics, Medical, and Power Generation. A specialized department at ZEISS provides metrology services through a dedicated team of application experts, helping companies manage the demands of fast-paced industries and supporting customers with their contract measurement and training needs. To meet evolving customer expectations, ZEISS continually evaluates its metrology service operations to optimize workforce planning, improve resource allocation, streamline processes, and respond more quickly to enable a customer-focused strategy.
In 2015, ZEISS embarked on an extensive year-long search for a robust business solution that could meet these needs, providing a comprehensive view of its operations with real-time data to support faster decision-making while keeping pace with demands.
After evaluating several options on the market, ZEISS partnered with iBE. What set iBE apart was its commitment to delivering a customized solution. iBE’s team worked closely with ZEISS to understand its specific needs, creating a solution designed to adapt to its distinct business model. The system would offer a method of analyzing customer projects and provide insights into bookings and sales metrics, all in real time.
The implementation of this tailored solution enhanced ZEISS’s customer experience. The new system provided live dashboards that offered a comprehensive overview of key metrics, enabling ZEISS to manage its customers’ requests efficiently and make informed decisions quickly. By gaining a deeper understanding of how different teams contribute to key initiatives across various categories, the company was able to make more informed staffing decisions, strengthen team performance, and uncover opportunities for growth and support.
Another significant benefit was the ability to make data-driven decisions. The live, real-time data empowered ZEISS to respond promptly to any changes or challenges in its workflow and plan strategically around customer needs, adjusting resources as needed. The ability to allocate resources based on real-time insights also enabled ZEISS to make strategic decisions about when to expand its team, allowing it to maintain service excellence as it grew.
Moreover, the solution provided process efficiency. With streamlined processes, the company significantly reduced the time spent on administrative tasks, freeing up resources for more critical business activities.
Impact and Results
Compared to its previous process, the results were immediately apparent. With the new system in place, ZEISS saw several measurable improvements:
• Enhanced efficiency: The automation and real-time tracking of key metrics allow ZEISS to operate more efficiently, cutting down on manual processes while maintaining agility to meet its growing customer needs.
• Optimized resource management: By evaluating team capacity and performance, ZEISS can make more informed staffing decisions, ensuring that resources are allocated to the right areas at the right time.
• Improved decision-making speed: With the ability to access critical data instantly, ZEISS can make decisions more quickly, ensuring it meets customer demands and maintains a competitive edge.
The system’s flexibility enables the company to adapt to changing needs, ensuring it continues to evolve in tandem with its business.
Conclusion
The partnership between ZEISS and iBE resulted in a comprehensive, customizable solution, delivering data that enhances the company’s operations. By providing real-time insights and streamlining workflows, the solution enables ZEISS to improve efficiency, optimize resource allocation, and make faster, more informed decisions. With the tools in place to support current operations and future growth, ZEISS has become a more agile and dependable partner, providing higher quality, faster turnaround times, and greater value to its customers.