QlikView Business Discovery Platform Improves Decision-Making for Toshiba Europe
Customer Company Size
Large Corporate
Region
- Europe
Country
- Germany
Product
- QlikView
Tech Stack
- Siebel Systems
- Microsoft SQL Server
- AS/400
- Oracle
- Excel
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
Technology Category
- Analytics & Modeling - Real Time Analytics
Use Cases
- Predictive Maintenance
- Supply Chain Visibility
Services
- Data Science Services
About The Customer
Toshiba Europe is part of the global operator Toshiba Corporation which with its workforce of 191,000 and an annual turnover of around U.S.$60 billion is one of the largest global IT and electronics firms. Toshiba Europe acts as European headquarters for electronic products ranging from computers, computerised systems, projectors, and storage media to consumer and entertainment electronics. So that it can successfully position products with short innovation cycles, such as laptops, digital cameras, DVD and MP3 players, on European markets long-term, Toshiba puts particular stress on a high-quality range. It also emphasises the major role played by equally high-quality service in its overall operations.
The Challenge
Toshiba Europe, a subsidiary of Toshiba Corporation, was seeking to improve its service quality, measure the performance of its outsourcing partners, and optimize its spare parts procedures. The company's customer service is supported in eight European countries by external customer contact centres that handle around 60,000 calls a month. The company wanted an analysis solution that could check whether the agreed service levels were being met by monitoring various key performance indicators (KPIs). In the repairs department, the aim was to analyse turn-round times on individual orders, so as to manage more efficiently the repairs and necessary logistics processes. The company was looking for an analysis solution that could be installed simply and quickly and then flexibly operated by the European specialist operations department itself. The system should avoid taking a toll on internal IT resources or incurring cost-intensive days spent on site by external consultants, as well as being capable of collating and analysing data without needing a special data warehouse.
The Solution
Toshiba Europe decided to go for QlikView, which was up and running at Toshiba Europe within just a few weeks. All stages of the system’s installation and expansion were managed entirely by the specialist department involved, with IT responsible only for managing the server and hardware. The data to be analysed comes from a range of different sources, including Siebel Systems and Microsoft SQL Server (used at customer contact centres), AS/400 from the logistics division, and Oracle databases from the second level repair section. Aggregation via a special data warehouse is unnecessary, as all data can immediately be imported into QlikView. QlikView is used to handle the most varied analysis and reporting requirements. These include the calculation and analysis of guarantee costs in Europe and the service level agreement (SLA) measurement functions, including the “alert” signal.
Operational Impact
Quantitative Benefit
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