Highlight on Passport Quality

Continuous improvement is part of our Corporate DNA.  

As a Fortive company, “Kaizen, or continuous improvement, is the foundation of our culture and fuels our passion for finding a better way.”  We are “driven to do better,” have a “commitment to improvement,” and a “bias towards action.” You can read more about our core values at http://fortive.com/core-values.

We build quality into our processes and product 

Gilbarco has created development and support processes with dedicated teams of people to continuously improve Passport quality – especially during the EMV upgrade cycle. As of today, over 7500 sites have upgraded to our EMV software release Version 11.

• Increased quality and quantity of software testing by adding automation. Before our software reaches a site, it’s thoroughly tested by our Software Quality Assurance department.  In preparation for Version 11, Gilbarco made a significant investment in additional automated software testing as well. This exponentially increases the volume and frequency of testing differing site configurations and software upgrades, significantly reducing the impact of system errors prior to launch.
• Calls from customers into our helpdesk are analyzed every week. Every Passport customer with PSO has a direct line into our Greensboro, North Carolina 24x7x365 call center.  We register, document and categorize every phone call.  The information is analyzed weekly by our engineering team, and actions are taken to find the root cause, address the issue, and prevent future occurrences.
• Dedicated team focused on Passport “User Experience” Improvement. Gilbarco invests resources into a dedicated sustaining team that drives improvements in the “user experience.”   This team works on proactive quality improvements through the use of tools to monitor and analyze system performance. Examples of this team’s results include: enhanced dispenser offline diagnostics, increased upgrade reliability, and significant reductions in the call rate to the Passport call center.

Our focus on Passport software analysis and improvements have resulted in a significant reduction in error rates, even as our site counts have increased dramatically.
Today the call rate is the lowest in the history of the Passport product.  Because of our intensified focus, we have delivered error rate reductions of 50% each of the previous 2 years.

We know that point-of-sale software operation is critical to our customer’s site operations.   Gilbarco’s deep commitment to quality and demonstrated performance in the field has been recognized by our current customers and can help be the deciding factor for future customers.