QlikView Business Discovery Platform Improves Decision-Making for Toshiba Europe

Toshiba Europe, a subsidiary of Toshiba Corporation, was seeking to improve its service quality, measure the performance of its outsourcing partners, and optimize its spare parts procedures. The company's customer service is supported in eight European countries by external customer contact centres that handle around 60,000 calls a month. The company wanted an analysis solution that could check whether the agreed service levels were being met by monitoring various key performance indicators (KPIs). In the repairs department, the aim was to analyse turn-round times on individual orders, so as to manage more efficiently the repairs and necessary logistics processes. The company was looking for an analysis solution that could be installed simply and quickly and then flexibly operated by the European specialist operations department itself. The system should avoid taking a toll on internal IT resources or incurring cost-intensive days spent on site by external consultants, as well as being capable of collating and analysing data without needing a special data warehouse.

Toshiba Europe is part of the global operator Toshiba Corporation which with its workforce of 191,000 and an annual turnover of around U.S.$60 billion is one of the largest global IT and electronics firms. Toshiba Europe acts as European headquarters for electronic products ranging from computers, computerised systems, projectors, and storage media to consumer and entertainment electronics. So that it can successfully position products with short innovation cycles, such as laptops, digital cameras, DVD and MP3 players, on European markets long-term, Toshiba puts particular stress on a high-quality range. It also emphasises the major role played by equally high-quality service in its overall operations.