The Client: A Leading Manufacturer of Diesel Engines


The Company is a leading manufacture of diesel and natural gas engines, electric power generation systems, and engine-related component products serving customers in multiple countries and territories.

The Company’s commitment to quality management principles is illustrated by its success with Six Sigma program. The Company has been using Six Sigma methods for nearly 10 years in a wide variety of situations, such as improving the way the company matches its manufacturing components, improving the shipping area’s ability to meet customers’ requested dates for accessories and establishing an automated planning control method. The program has reached a point where Six Sigma concepts now permeate every aspect of the company culture.

To ensure the organizational focus on customer satisfaction and continuous improvement the Company takes a process-centric approach towards quality management and assurance. The company has established well defined processes to comply with key industry standards and regulations such as QS 9000, TS 16949, ISO 18000, OSHA, Six Sigma, ISO 14000 and Environmental Health and Safety.

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To keep up with the increasingly complex set of products and an expanding global customer and supplier base, the Company launched an initiative to unify its operational quality and compliance management across our worldwide operations. The business objective was to consolidate 115 local applications across 80 sites that were supporting various programs for quality initiatives, industry standards and regulatory mandates by implementing a web-based system. This system was to enable global access and collaboration for employees, supplier and customers as well as provide visibility and data analytics at the enterprise level.

The MetricStream solution was selected due to its comprehensive suite of applications that were built on an extensible platform-based architecture. This provided the Company with pre-built application modules for managing product and process related non-conformances, issue investigations and reporting, managing control documents, developing and executing corrective and preventive action (CAPA) plans and ongoing compliance auditing. In addition, the MetricStream Enterprise Compliance Platform, the underlying infrastructure for all MetricStream applications, provided core services and tools that enabled the Company to rapidly develop and deploy specialized applications for its specific business needs.

By leveraging a common infrastructure for all its quality and compliance applications, the Company has achieved enterprise-wide visibility and control which localized point-applications did not provide. Issues affecting the efficiency, quality and productivity of compliance teams have been resolved. The system provides direct access suppliers enabling them to actively participate in the business process. Earlier, there was no easy way to track open cases, know the number of issues per plant or per supplier or generate a list of over due corrective actions requests. This information is now easily available along with sophisticated data analytics on visual dashboards and charts.

Key quality business processes have been completely automated and streamlined with the implementation of the MetricStream solution. For instance, the MetricStream Nonconformance CAPA Management applications provide a central database and process flow system where information on nonconforming products or parts is entered, referenced and dispositioned. The engine plants issue nonconforming material records (NCMRs) upon detection of non-conforming product. NCMRs are routed to various quality personnel in the plant according to local procedure. If it is determined that the defect was caused by a supplier, the NCMR is sent to the supplier and the supplier responds with a Return Material Authorization (RMA) number. In the case of a major or repeated defect, the plant generates a supplier corrective action requests (SCAR) based on the information in the NCMR and send it to the supplier. The supplier responds to the SCAR with a 7-step corrective action; the short-term portion is evaluated by plant personnel and the long-term portion is evaluated by Supplier Quality Improvement Engineers (SQIEs) in purchasing. On acceptance of the long-term response, the purchasing SQIE recommends the SCAR to be closed by the respective plant contact.

The process quality management solution has enabled suppliers to respond quickly to NCMRs and SCARs and plays a critical role in preventing continued disruptions at the plants. It has significantly improved the speed and efficiency of communication among various internal groups as well as external suppliers, provided a common access point for quality information of all plants and facilitated automated reporting of defect data.


Driven by the strong senior management leadership for continuous improvement, the Company had a well-deployed process focus and good knowledge of statistical and analytical tools for quality management well embedded across its global operations. These were supported by a number of systems developed and managed in house.

The key challenge facing the Company was that each of its 80 plants had independent and stand-alone IT applications for storing and managing the data, records and information for all its quality and compliance processes. While some processes were managed using custom applications built on outdated client-server technologies, some were managed manually using spreadsheets and even paper-based records.

These standalone, heterogeneous applications were being used to key track quality and compliance data and processes such as non-conformances, corrective actions, calibrations, claims management, document control, employee training, etc. at each the Company plant location. Inability to share knowledge and information across the processes created a multitude of data islands and hindered sharing of best practices, standardizing on processes and capturing of trends. Further, dispersed information caused deadlocks in generating reports and analysis of the overall results.

Why MetricStream was Selected?

Comprehensive solution set with support for all quality and compliance processes

Flexibility to meet specific requirements and adapt to changing business processes

Powerful reporting with executive dashboards for analytics and trending

Web-based architecture with an easy-to-learn and easy-to-use interface

Embedded best practices ready to be used out-of-the- box


  • Reduce Costs:
    Reduced direct labor costs with higher efficiency of Quality Engineers, Auditors and Compliance Managers
  • Higher Utilization:
    Improved line utilization by preventing line downtime caused by poor material quality and material nonconformance
  • Continuous Improvement:
    Continuous improvement focus with an enterprise-wide platform for tracking all quality and compliance metrics and data
  • Assured Compliance:
    Assured compliance with internal quality initiatives, industry standards and regulatory mandates

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