Sequent American Operations Receives ISO 9000 Certification; Sequent Customer Service Gets "Triple-Benefit" from ISO 9000.BEAVERTON, Ore.--(BUSINESS WIRE)--June 10, 1996--Sequent Computer Systems today announced that its North American Operations North American operation Surgical oncology Radical surgery of a 'frozen pelvis', consisting of radical en bloc resection of the uterus and urinary bladder. See 'Frozen pelvis.'. Cf 'All-American' and 'South American' operations. , including Worldwide Support and Technology, Worldwide Logistics and Operations, has received ISO (1) See ISO speed.
(2) (International Organization for Standardization, Geneva, Switzerland, www.iso.ch) An organization that sets international standards, founded in 1946. The U.S. member body is ANSI. 9000 certification.
According to according to
1. As stated or indicated by; on the authority of: according to historians.
2. In keeping with: according to instructions.
3. officials at Sequent, the ISO 9000 process has yielded a triple benefit for Sequent, including significantly reduced inventory cost, improved cycle times and, most importantly Adv. 1. most importantly - above and beyond all other consideration; "above all, you must be independent"
above all, most especially , vastly improved service for Sequent's customers.
Steven Aleshire, director of Sequent's American customer service operations, called the ISO 9000 implementation process "the driving force that propelled improvements to 68 customer service processes, introduced powerful self-directed work teams and that has given our company a stronger competitive position."
ISO 9000 is a quality systems standard recognized worldwide as a measure of an organization's ability to efficiently and consistently execute its key operational processes. Certification signifies an organization's compliance with the rigorous elements of the standard as measured by licensed independent auditing agencies such as TUV (Technischer Überwachungs-Verein) Literally "Technical Watch-Over Association." A German certifying body involved with product safety for the European community. , Sequent's ISO 9000 registrar.
Excellence in customer service is a requirement in Sequent's on-line transaction processing (database) On-Line Transaction Processing - (OLTP) The processing of transactions by computers in real time. , decision support and internet/web based market segments, putting around-the-clock pressure on service organizations to perform to new levels.
"Customer confidence in our support is a key part of the buying decision," said Aleshire. "Our customer response time has been improved by a full 50 percent, we've had an 89 percent gain in immediate referral to specialists, and our problem resolution time has seen a 25 percent improvement. These all resulted from workflow improvements that came out of our process mapping during ISO implementation."
Jeff Feinstein, vice president and general manager of Sequent's American sales operations, said Sequent's competitive position has indeed been enhanced by improved services. "The substantial cycle-time improvements made in key customer service processes have helped Sequent win new business and grow some older accounts to a greater extent than would have been possible before."
ISO 9000 has also spurred some big wins in the logistics area for Sequent by reducing their approved vendor list and refining materials handling Materials handling
The loading, moving, and unloading of materials. The hundreds of different ways of handling materials are generally classified according to the type of equipment used. procedures.
"In the process of documenting our procedures for ISO, we identified needed improvements in our materials handling and logistics spaces," said Aleshire. "Once our people could see the problems in the workflow, they responded very rapidly. Today our very high success rate in getting the right part to the customer site within a few hours reflects an industry-leading logistics model."
Another benefit Sequent has realized is positive cultural change stemming from self-directed work teams. Instituted as part of the ISO effort to document and map processes, these empowered teams are responsible for the improvements made during the ISO certification process and for on-going continuous improvements at Sequent, Aleshire said.
Bob Brooks, vice president of Worldwide Customer Services for Sequent, views this certification as a "continuation of efforts to enhance our capabilities and systems, which will ensure Customer Services provides consistent, predictable, global support for our customers' enterprise. This certification is the next step to worldwide certification for all Sequent geographies. Our European Operations has been certified for some time, and Asia Pacific is following the same processes and quality standards for its future certification."
Sequent Computer Systems Inc. (NASDAQ NASDAQ
in full National Association of Securities Dealers Automated Quotations
U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : SQNT SQNT Sequent Computer Systems (stock symbol) ), is a leading architect and provider of open client/server solutions for enterprise business computing. With an installed base of nearly 8,000 systems, Sequent leads all other vendors of high end UNIX systems supporting very large-scale on-line transaction processing (OLTP (OnLine Transaction Processing) See transaction processing and OLCP.
OLTP - On-Line Transaction Processing ), decision support (DSS (1) (Digital Signature Standard) A National Security Administration standard for authenticating an electronic message. See RSA and digital signature.
(2) (Digital Satellite S ) and internet-based applications. Sequent's project-oriented offerings include consulting, educational and professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. geared to help organizations re-architect their existing information technology infrastructures.
Sequent's World Wide Web address is http://www.sequent.com. This news release and other information is available from Sequent's news-on-demand fax service at 800/356-0834. -0-
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