Escalation management in high tech electronics

Neways is a global innovator in critical electronics for semiconductor, connectivity, and smart mobility solutions. They develop and produce highly complex electronics. 

Customer Neways Advanced Applications B.V.
Segment Contract manufacturer of electronics
Escalation management <span> in high tech electronics</span>

Assignment

WeY has provided the interim mid-term Escalation Manager for Neways Advanced Applications. His assignment revolved around three main topics:

  • Dealing with mid-term escalations.
  • Evaluation of the escalation process.
  • Ensuring Supply Chain Readiness - focusing on so-called 'priorities 1 & 2'. 

Approach

The new way of working has been embedded in the department & within current processes. We have conducted a gap analysis between present & new necessary processes.

We have used an existing model at Neways Advanced Applications and developed it into a new working model. Furthermore, we have supported the Collaboration program of the largest customer, giving directions to the strategy of the department. We have defined an NPI process including milestones and toll-gates.

Results

At the end of our assignment, we have:

  • Developed and implemented a new process for escalations.
  • Defined a separate Dashboard for escalations.
  • And last but not least; developed and 'went live' with a new Sales & Operations Plan, rolled out in the Supply Chain (top-25 suppliers).