Background
TTI is a world leading producer of quality consumer and professional products marketed for the home improvement and construction industries. TTI markets and sells a wide range of innovative products that include power tools and power tool accessories and hand tools, outdoor power equipment, floor care and laser and electronic products.
TTI’s products are distributed globally through home centres, major retailers, full line tool distributors and other channels under leading brands that include Milwaukee®, AEG®, Ryobi®, Stiletto®, Homelite®, Hoover®, Dirt Devil® and Vax®. In addition, TTI has a contract manufacturing business partnering with leading brand name companies and private label retail brands throughout North America and Europe.
Business Challenge
Techtronic Industries (TTI) was looking to implement a Service Management Portal to administer service and warranty requests for TTI’s branded products (Ryobi, AEG and Milwaukee). The portal was part of a significant warranty process change for the organisation – with warranty policy for Ryobi branded products changing from a replacement based warranty to a repair based warranty.
TTI engaged CMC’s Project Co-Ordinator to manage internal and external resources to ensure that the Service Management portal was implemented in a structured and timely manner. A co-ordinator was also required to prepare the organisation internally for the change, including the development of the portal and its integration with SAP, the preparation of contracts for service centres, the collection of product specifications and parts listings for all catalogued products as well as the ordering of spare parts to ensure that sufficient stocks were available to repair products promptly.
The organisation has undergone a considerable senior level management change as well as facing a relocation and consolidation of warehouse facilities. The requirement of an experienced Project Manager to lead the client’s team was clearly identified.
Results
CMC provided a Project Manager to co-ordinate the rollout of the Service Management Portal as well as the management of business change for various parties involved, including retail outlets, service outlets as well as internal departments such as technical services and customer service.
