High Tech CQN Process Innovation

ASML – Optimizing the CQN (Customer Quality Notifications) process by automating and simplifying the intake process, smart triage into the Issue Resolution Process.

The Design Challenge from ASML: How might we design a unified corrective action system that streamlines processes, automates workflows, and proactively drives issue resolution and prevention?

As part of the The Workflow Design Studio, our team was brought in to bring clarity into the end-to-end flow of the CQN (Customer Quality Notifcations) process, and to co-create a future state vision with the customer, leveraging the ServiceNow platform and its capabilities. As Engagement Lead and Design Strategist, I spearheaded the process, project planning, stakeholder management and led the innovation process. The improved CQN intake process transformed from a fragmented & manual intake process into a streamlined intake, improved problem definition and team formation, lowered the barriers for an effective RCA, all through leveraging one single centralised platform.