Total Quality Management: A 360-degree view of the customer with Microsoft and ORBIS

Exterior view of the main building of the ORBIS

A consistent customer orientation and/or focusing on the customer is among the core goals of Total Quality Management (TQM), a method from Lean management. The focus is on their wishes and requirements with regard to the quality of a product or a service, and the entire process chain – from the initial contact in sales to production and even service processing – is tailored to their interests.

TQM approach for customer engagement

The basic requirement for this is that all customer-related processes be executed fully digitally and with extraordinary efficiency, flexibility, and transparency; ideally, they will allow a 360-degree view of the customer and their activities. This is the only way that a company can make their customer’s quality requirements visible in all facets, economically implement them, and continuously take their TQM to a new level. The use of modern, easy-to-use software solutions in conjunction with (public) cloud services and cloud technologies that are tailored to the individual Lean and TQM and digital strategy are crucial to that end.

This is an extraordinarily ambitious project that is riddled with challenges and where pitfalls are lurking in every corner. To avoid them, you need to recruit an experienced partner who has the necessary specialized knowledge and IT know-how and can assist with such a project as a trusted advisor. ORBIS SE, based in Saarbrücken and in the capacity of an expert advising and implementation partner, assists companies with digitalizing, optimizing, and transforming their customer-related processes according to the TQM approach using Microsoft’s business solutions.

Orchestrating all the solutions as best as possible

As an innovative Microsoft Gold Partner with years of project experience and a high level of industry expertise, ORBIS has comprehensive consulting know-how when it comes to Microsoft solutions. This also applies particularly with regard to the use of Microsoft Dynamics 365 Customer Engagement as a customer data platform for sales, marketing, and service together with Microsoft Dynamics 365 customer insights. This solution bundles all the information regarding a customer’s interaction across all contact points, thereby creating a clear perspective on customer behavior that is necessary to better understand their needs and desires.

Customer satisfaction surveys also provide valuable information. Dynamics 365 Customer Voice can be used to plan, create and optionally conduct and assess them via e-mail, telephone, or face-to-face communication. Furthermore, the Microsoft Azure Cloud Services – primarily the Cognitive Services – make an important contribution to customer focus. They expand the applications via AI-assisted services for automatic decision-making, voice recognition and voice input, image analysis, and web search.

Using the informative, clearly visualized evaluations created virtually in real time by Microsoft Dynamics 365’s seamlessly integrated analysis platform – Microsoft Power BI – it provides you with a new perspective on existing data, and you can thereby identify trends and patterns. This provides you with the exact knowledge that is needed to manage business more efficiently and continuously improve or re-develop your own products and services in line with the TQM approach.

One important key factor to that end is to orchestrate the individual Microsoft solutions as best as possible – which is precisely the task of an IT partner. Thus, companies are well-advised to involve a consulting and implementation partner like ORBIS early on.

ORBIS’ comprehensive know-how with regard to TQM with Microsoft business solutions is also substantiated by its inclusion as a case study in the latest edition of the book „Lean Management“ by Pawel Gorecki and Peter R. Pautsch (pages 88 to 90), which was published by the Carl Hanser Verlag.


ORBIS helps medium-sized companies and international corporations digitize their business processes: from the joint elaboration of customized ‘big pictures’ to the practical implementation of projects. The digitalization and automation of business processes along the entire value chain ensure the competitiveness of our customers. The process-related know-how and innovative flair of our 650 employees combined with the expertise gained from 30-plus years of successfully undertaking international projects in various sectors make us a competent partner. We rely on the solutions and technologies SAP and Microsoft, our partners whose portfolios are complemented by ORBIS solutions. Our focus is on SAP S/4HANA, customer engagement and the realization of the smart factory. Based on smart cloud technologies such as Machine Learning, Cognitive Services or the Internet of Things (IoT), ORBIS promotes the innovative power of customers in the development of innovative products, services and business models. Our expertise is the result of over 2000 customer projects for more than 500 customers in the automotive supply industry, construction supply industry, electrical and electronics industry, mechanical and plant engineering, logistics, metal industry, consumer goods industry and trade. Long-standing customers include the ZF Group, Hörmann, Hager Group, Rittal, Kraftverkehr Nagel, ArcelorMittal, Montblanc, Bahlsen and Sonepar.

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