Closed-Loop Quality

Use Case

Closing the loop with customers to improve quality outcomes

Improving feedback loops with customers is essential to driving longer term relationships and delivering higher quality products. Today, with so many layers in between the customer and the manufacturing and design teams, it can be challenging to get genuine and useful feedback.

Customer service teams are often caught in the middle, having to relay quality feedback to production and design, while at the same time having to build trust with the customer that their concerns are being addressed and that returns and replacements will be handled in a timely fashion.

A better closed-loop approach can provide clear visibility across the enterprise and drive stronger results for all. This enables improved customer retention and more efficient support processes.

We have a solution

Improving the connection from design to MES to production and into market

This solution use case provided by Engineering on MindSphere®, enables closed-loop quality processes from design through customer usage.

This solution enables rapid feedback that improves product quality connecting customers, customer service, quality, MES production system, and design.

Using robust connectivity to a variety of devices and wearable tech, alerts can be sent based on feedback from quality engineers to production workers to improve line quality before products leave the facility.

Communication can easily be extended across facilities and lines to improve the effectiveness of production cycles across the business.


  • Connectivity to MES platform to improve production instructions.
  • DiVE Smart Broadcast Manager is an OS independent communication platform with robust capabilities.
  • Alerts from quality personnel allow rapid changes to production process.
  • Mobile device and wearable technology supported.
  • Clear feedback from customers visible to all teams to drive improved quality.


  • Improve ROI by driving greater production process efficiency.
  • Reduced costs due to errors and poor quality products shipped to customers.
  • Improve customer retention and reduce complaints and returns.
  • Reduced warranty costs, service recovery and recall costs.

How it works

Learn more about the applications and services that power this solution. 

DiVE Smart Broadcast Manager

DiVE is a digital platform for asset integration, performance monitoring and predictive analysis that drives improved quality in end products. The DiVE Smart Broadcast Manager application enables communications with end customers that drive improved quality processes for manufacturing operations and customer service. 


Egineering Professional Services

Engineering offers a range of professional services to deploy this solution, depending on your needs, and accelerate your digital transformation. Services may include: consulting, implementation, integration, customization and training.

MindAccess IoT Value Plan and MindServices

MindAccess™ IoT Value Plan connects your assets and uses MindSphere applications to leverage your data.

MindService® offers training and professional services to support the development and implementation of your MindSphere solution.


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