Apr 29, 2016
Chicago, Ilinois –
Engineering’s training team has started a new initiative for the world’s leading bottled beverage manufacturer. The customer has invested in numerous different systems and applications to automate and better manage their production processes over the years, and as a result has built a large digital ecosystem (not to mention a large end user workforce) that requires continuous, around-the-clock maintenance and technical support.
The customer initially came to Engineering following an enterprise deployment of a Statistical Process Control system across 79 North American plants. The new quality system was in place, but the customer lacked the necessary internal resources and product knowledge to provide the proper training and support for their software end users.
Since the start of our work with the customer, Engineering’s expert team has already completed the system testing and operator training for 56 of the 79 plants within the scope of this project, traveling on site to each and providing individualized one-on-one IT training for each end user. This project is currently still ongoing and training at the remaining 26 plants is set to be completed by the end of this year.
Up until recently, the customer had outsourced its system and end user support needs to different independent consultants and external teams. This year, however, the company decided to invest in a long-term initiative to take full ownership of their system and move to rely fully on an internal and permanent support team.
Engineering’s training team has been asked to lead this transition of support from the manufacturer’s current project team to the company’s new internal team, which will have to support everything from Level 1 end user calls and requests to Level 3 application issues.
Engineering was the ideal choice to manage this initiative for the customer. Our expert team is certified in the customer’s quality control system. More importantly, our consultants have first-hand experience working with the application within the customer’s specific and unique manufacturing environment. Throughout our work with the customer, our team has gained an understanding of the application, its usage, the IT support side, the configuration side, as well as the needs, problems and challenges that arise in its daily use. Engineering is able to provide the product knowledge and expertise which the customer would not be able to find anywhere else in the industry.
To learn more about how our IT training team can support the needs of your organization, contact us: info@indx.com
