Challenge
Lack of overview in handling issues and complaints
When Minka Hickman was employed at Varimixer as Quality Manager, the company lacked real overview of flow, quality, and complaints. This cost time and money and created dissatisfied customers. A system was needed that could provide production overview and minimise complaint handling time. The choice fell on D4InfoNet, which Minka Hickman and her team could help build themselves.
“Our main focus was deviation management, so that we could create deviation reports with relevant statistics. We wanted, for example, to know when something went wrong in production, so we could change it. At the same time, there were challenges with complaints from customers,” says Minka Hickman.
“We were facing complaints where customers sent back products that did not work. We had no idea what was wrong and never followed up, so we had an entire shelf of unresolved complaints.”
– Henrik Andersson, Quality Technician
– Minka Hickman, Production and Quality Manager
Solution
Tailored platform continuously unfolding with new functions
“We invested in D4InfoNet as our primary quality management platform because of its strong capabilities for registration and process management, which allow us to tailor it to our specific needs. Today, we have expanded the platform fully in line with our requirements, and new functions are continuously being added”, says Minka Hickman.
Processes at Varimixer are critical. When something is changed in production, it must be registered and go through final inspection on all assembled machines. Afterwards, you can look up the serial number and see where issues occurred. This was not possible before, according to Henrik Andersson.
“One of our tailored functions in D4InfoNet is that once a week we carry out a spot check, write a report, and log it to the entire organisation. This way, everyone is updated,” explains Trine Engkær Matthies. She adds that modules are also built for maintenance of the machine park and for follow-up on new legislation – all done simply, quickly, and transparently across the organisation.
Result
Improved internal processes, clear delegation of responsibility, and more satisfied customers
“In short, our D4InfoNet platform enables us to work more systematically and provides a complete overview of all cases. We have the history and the ability to look up every single error, which spare part it was, and what we did afterwards. I can, for example, see if we changed supplier two years ago and then act accordingly. All cases are registered to a unique item number, and that makes everything easier,” says Henrik Andersson.
– Trine Engkær Matthies, Production Technologist
”The overview and structure in knowledge sharing have also created transparency within the organisation, allowing us to share important information from the technical department with, for example, the sales department – to the benefit of the entire company”, says Trine Engkær Matthies.
According to Minka Hickman, customers have in fact become more satisfied now that cases are structured in D4InfoNet. The company can also place clearer demands on customers. This has, among other things, led to a halving of complaint-related costs – even without considering the time saved internally on case handling, which is also crucial for Varimixer.
More developments ahead
With D4InfoNet, Varimixer has also started to document other areas beyond production. “For example, we have developed an employee handbook focusing on softer,” explains Trine Engkær Matthies.
“Another initiative we are preparing is change documents that we send out to our customers. These are documents we distribute whenever we implement changes – and that happens quite often. The question has been how to best inform them so that they feel equipped, without us spending too much time on it or overwhelming them with information. We are now close to having that in place,” concludes Minka Hickman.
Who is Varimixer?
Varimixer in Brøndby produces stainless steel mixers of all sizes, with its own assembly and machining department. Varimixer is known for quality and innovation – for example, with designs that raise hygiene standards, which are increasingly important on cruise ships where passengers must not fall ill. Ergonomics is also a top priority, sparing staff from heavy lifting when using Varimixer mixers in bakeries, pizzerias, ice cream parlours, industrial kitchens, cruise ships, freight ships, ferries, and oil rigs.
Visit Varimixer’s website: varimixer.com
