Product Support Coordinator Ben Cain is the latest learner to complete the CQI and IRCA Foundation Certificate in Quality Management. He believes the Certificate has strengthened his understanding of quality fundamentals and given him practical tools to support continuous improvement. He is now applying this learning to turn customer feedback into product improvements and inform future design decisions.
We caught up with Ben to find out about his role, why he chose to study Quality Management and how the course is helping him apply quality tools in practice.
TURNING CUSTOMER FEEDBACK INTO PRODUCT QUALITY IMPROVEMENT
Ben’s role at the Mayborn Group, a leading manufacturer and distributor of baby and child products, focusses on using customer insight to improve product performance and resolve issues across the product range.
“My typical day involves compiling stakeholder feedback and review data, and sharing these insights with our category, product management and engineering teams to ensure a clear and consistent understanding of consumer needs across all product ranges.”
He works closely with customer service providers and suppliers to investigate and resolve product issues, ensuring feedback is used to drive action.
“The data gathered from these cases contributes to our broader post-market surveillance and analysis,” explains Ben.
DRIVING CONTINUOUS IMPROVEMENT THROUGH DATA
As a Product Support Coordinator, Ben also monitors product performance across SKUs, using data to identify opportunities for improvement and inform future development.
“We monitor ratings and review performance across all SKUs, driving actions to improve product quality and sustain the performance of our existing ranges. These insights also play a key role in informing and shaping new product development initiatives”.
He works closely with cross-functional teams to ensure insights are translated into action.
“I enjoy feeding aftermarket insights back into the development process and working with cross-functional, technical teams on the feasibility of adding in certain features and / or making amendments to our existing products based on consumer feedback.”
For Ben, the most rewarding part of his role is seeing how data leads directly to improvement.
“I enjoy any aspect of my job where I can see a clear line of cause-and-effect, wherein the data we work constantly to create, monitor and analyse is used proactively.”
BUILDING QUALITY KNOWLEDGE AND SKILLS
Ben studied the CQI and IRCA Foundation Certificate in Quality Management, which comprises of seven courses covering the fundamentals of quality management. These included modules on product and service management, process design, management systems and stakeholder communications – providing him with a broad and practical grounding in the discipline.
He enrolled on the Certificate to strengthen his knowledge and build a solid foundation for his career, following a recommendation from his manager – a former rove learner.
“I wanted to improve my knowledge on quality fundamentals and to gain a solid base for my nascent career. I also hoped that I would be able to learn more about different quality tools and techniques that I could apply within my daily role to my own benefit.”
He particularly valued the practical elements of the course.
“I enjoyed the problem solving and process design modules, as I was introduced to various practical tools and methods that I’d previously had no experience with.”
BUILDING CONFIDENCE IN QUALITY APPLICATION
Since completing the course, Ben feels more confident applying quality tools and understanding how different functions connect.
“I feel more confident about my general knowledge of quality. I feel more comfortable in the application of various tools and methods referenced within the course content.”
He also has a stronger appreciation of how his role fits into the wider organisation.
“I have a much more rounded perspective on how different business functions interlink and how each facet feeds into a finished product.”
STRONG TUTOR SUPPORT
Throughout the course Ben valued the support he received from the team at rove and his dedicated tutor.
“rove’s consultants were approachable – they allowed for flexibility given time and work constraints and their course resources were informative and well-judged.
“I felt that I was always able to reach out to my tutor – he was generous with his time and provided constant check-ins.”
WHAT’S NEXT FOR BEN?
Ben is continuing to build on his quality knowledge and apply his learning in practice.
“Since beginning the course, I’ve also been trained as an internal auditor and I am scheduled to have Six Sigma training – both of which I was emboldened to sign up for through studying the Foundation Certificate.”
He is also considering further progression within Quality Management.
“I may move onto the Practitioner Certificate in time, though for now I will continue to use my learnings within my role.”
BEN’S ADVICE FOR FUTURE LEARNERS
Ben recommends studying the CQI and IRCA Foundation Certificate to those looking to build a strong foundation in Quality Management.
“I would recommend taking the course, as it gives you a solid grounding in quality principles and techniques. It was also useful for me to understand more about general business practices and concepts.”
FIND OUT MORE
For over 15 years, rove has supported professionals across sectors worldwide to develop and progress in their careers.
Click here to discover more about the Certified CQI and IRCA Foundation, Practitioner and Professional Quality Management courses.