Process improvement

With technologies applied in the productive process, CIT has also identified the necessity of automating the management system in all business units with the objective of optimizing its processes and strengthening the customer satisfaction. CIT Quality manager, Valter César de Jesus, explains the customer request control was executed in spreadsheets, the form were printed and completed manually, and the alerts of pending issues were sent by email.

“When the customer registered a dissatisfaction, for instance, in our administrative center that is in São Paulo, many times, it took ten days to this register arrive by interoffice mail until de factory many times with the product samples. Meanwhile, no measure was taken,” he says.

Other point emphasized by Valter is associated to repetitive tasks. He recalls when the interoffice mails arrived in the factory with samples and forms, this information needed to be registered again in spreadsheets and electronic files for the suitable analysis and taking actions. “So, there were a lot of repetitive work, excessive time to treat the non- conformities, and provide the return to the customers.”

Search for agility and security

Now, with SoftExpert EQM – solution for Corporate Quality management, the QMS processes – Quality Management System have been automated, bringing more agility and security for the company professional daily routine, thus, a more qualified and effective service for the customers. The software integrates all the main initiatives of quality, including the process mapping, documented information, corrective and preventive actions, and quality indexes. The solution also executes the management of suppliers, quality inspection, change management, customer complaint, quality audits, training control, and skill development, quality risks and controls, besides the statistical process control, increasing the QMS agility and strength. Nowadays, all departments have key users and use the tool, which is fundamental for maintaining the ISO 9001 certificate, in which the organization is certified since 2015.

Efficient management of non-conformities

With the automated processes, the redundant activities have been eliminated and the time for handling the non- conformities has reduced by 50%, in average. Even, for instance, the samples take some days to reach the factory, the technical department can view in real time the information in the system, thus making the analysis and handling agile. Valter explains that, today, it is not necessary to type data in each process phase, once information is registered and can be seen in any instance, eliminating the work in duplicity that occurred before. “An activity that lasts from forty minutes until one hour to be executed, I do it in a click now,” he comments. Other point emphasized by Valter is the possibility of viewing customer documents and registers in real time. “Many forms were stored in physical files, and this took too much time. Now, in few minutes, I can view any register without moving and looking for documents. As next steps, the company intends to continue automating the process management in other departments to achieve certificates such as ISO 14001, besides improving its deliveries based on the ESG (Environmental, Social and Governance) pillars.

SoftExpert Features

Low implementation complexity
Excellent cost x benefit ratio
Integrated components
Agile Software
Platform in cloud