How Lundgrens got an efficient complaint management and quality follow-up

When Mark Leadley joined Lundgrens Sweden, he immediately saw the need for a system support for quality management and deviation management. With his previous experience of AM System, the choice was easy and for the past year Lundgrens has been using the AM System platform.

Here, Mark talks about how they work with their daily management and how they have improved their complaint management. Areas that have given them increased confidence among customers.

Since its inception over 75 years ago, Lundgrens Sverige has built up one of the market's widest ranges of hoses and industrial rubber. Over the years, the company has constantly strived to improve the quality and efficiency of its processes. Through the use of AM System, the quality of complaint handling has been improved and a structured system for internal deviation management has been created. This has given the company better follow-up and statistics, but also strengthened customer confidence, through digitization and more efficient processes.

Mark Leadley works as Site and Production Manager at Lundgren's hydraulics segment, a role he took up in November 2022. Right from the start, Mark saw the need for more efficient system support for quality management and deviation management, and AM System was the natural choice.

- My first contact with AM System was in my previous role as quality manager at another company in the manufacturing industry, where we had been customers for several years. I saw the potential for the system at Lundgrens early on, and since the fall of 2023, AM System has been an integral part of our business, says Mark Leadley.

Use and the importance of internal support

Today, Lundgrens uses the AM System primarily to manage internal deviations and has received positive feedback and commitment from employees.

- By creating customized forms, we can adapt the system to our needs and easily register and follow up on deviations. The system is intuitive, making it easy to register cases and quickly obtain relevant statistics for analysis.

"The response from our users has been positive."

- Even though we are at an early stage, we have managed to create a commitment to the system among staff. This involvement is important to ensure that the case management processes run smoothly and that everyone is aware of our progress.

Simplicity and flexibility guarantee broader use

Lundgrens now sees great potential to broaden its use and also include external deviations.

- Today, AM System is mainly used internally. In the future, we see great opportunities to also open up for external forms to our customers and suppliers, which can further streamline our processes. What we really value about AM System is that it is simple and flexible.

"The ability to create forms that can be customized to our specific business makes a big difference."

In addition to this, Lundgren's creative use has also resulted in an unexpected effect. A morning meeting form they built in AM System has become a central part of their daily management.

- It collects all the important information for the day and ensures that the whole team is updated and coordinated. The form serves as a checklist and information center for everything related to the day's activities and priorities. It allows us to quickly identify and solve problems, which helps us maintain high productivity, explains Mark.

Increased confidence from customers

As Lundgrens has significantly improved its claims management, its customer relationships have also improved. The ability to collect all documentation related to complaints and to receive follow-up reminders ensures that nothing falls through the cracks.

- A somewhat unexpected benefit is that our customers also appreciate our new digital ways of working, which has increased their confidence in us, says Mark:

- The efficient export function also helps us to create clear statistics, giving a clear picture of the company's status and areas for development. By quickly identifying and addressing shortcomings, we strengthen both operations and delivery reliability, concludes Mark Leadley.

Examples of areas of use

• Deviations: Registration and follow-up of deviations in production, warehouse and office help Lundgrens to maintain high quality at all levels.
• Complaint management: Used to handle customer complaints. They also plan to introduce this for their suppliers.
  
• Incident management: Facilitates the follow-up and prevention of incidents.
  
• Daily management: A special "Morning Meeting" form collects the status and priorities for the day, making Lundgren's daily meetings more structured and focused.
  
• Change management: Implemented six months ago.
  
• Internal audits: Streamlines our quality follow-up.