Challenge:

Over the past twenty years, Goodrich has grown through acquisition to become a leading supplier in the aerospace industry. Goodrich operated largely as a collection of 14 independent business units. This created a number of challenges, especially in the aftermarket:

• Inconsistent customer interactions: Business units had varying rules and processes for working with the same customers. Customers were frustrated by this lack of consistency.
• Inefficient internal processes: Nearly all order entry and order status inquiries were done manually. CSRs spent too much time on non-value-added tasks.
• Information in too many places: There was no central place for customers to go for part, pricing or order status.

The overall theme was that Goodrich was “not easy to do business with.” Customers wanted a more streamlined way to work with Goodrich.

Goodrich’s technical environment spanned 14 legacy businesses. They needed to bring information together from all of these operating units and present it in a consolidated fashion to their customers. To add to the challenge, they were using technologies that were new to their organization (single sign-on, messaging integration software, portal software).

Solution:

Pierce Washington worked with Goodrich to plan, develop, and deliver their ambitious Enterprise Customer Portal program:

• Mapped out a strategic roadmap with achievable implementation release dates and helped Goodrich set internal expectations for success.
• Leveraged our “storyboard” process to gather and synthesize requirements and to ensure buy-in from key stakeholders. The storyboard deliverables created the foundation for effective scope management.
• Translated business requirements to manageable development tasks to ensure maximum efficiency of our development team.
• Delivered 10 major project releases on time, without issuing a single change order to the fixed price statements of work.