Innovation Diagnostic: Process and Specialty Chemical
Innovation Diagnostic case study in the process and specialty chemical industry.
This process and specialty chemical company conducted several customer surveys that revealed deficiencies and gaps in their performance, causing concern for senior management. In response to these surveys, they looked to understand which of their internal processes and activities contributed most to this negative customer response. With important price increases on the horizon, the organization wanted to take proactive steps to respond to the customer feedback but was unsure how to proceed.
Kalypso's assistance began by conducting an Innovation Diagnostic to fully understand the company's current situation and develop insightful and actionable recommendations to improve customer technical service and the speed of new product development. The diagnostic provided an overview of current capabilities relative to Kalypso's maturity framework of 6 necessary capabilities for success: Process, Strategy, Products, People, Innovation, and Use of PLM Technology.
The tool enabled the project team to understand not only the symptoms but also the root cause of the issues customers were identifying. Based upon the results, Kalypso benchmarked the company's performance against industry leading practices. Kalypso also identified applicable leading practices which were summarized and presented to the project team in two workshops to gather feedback and stimulate discussion on which would be most appropriate for the company to implement. Based on learnings and dialogue from the workshops, over 50 leading practices were narrowed down and prioritized into specific recommendations for improvement.
Kalypso developed a customer technical service process, continuous improvement metrics and analysis, and integrated customer service data into a CRM system. Additionally, Kalypso implemented a Project Portfolio Management process and accompanying system incorporating to link corporate strategy to new product development strategy.