Role: Business Analyst – Engineering Liaison

Timeline: 2024–2025

Scope: Product quality escalation and systemic failure resolution

🎯 Project Overview

Served as business analyst and engineering liaison for Dell's elevated Top Problem Resolution (TPR) initiative — a strategic program targeting systemic product design flaws and recurring hardware failures. Bridged operations, engineering, and product teams to investigate high-impact quality issues, implement design fixes, and prevent future failures at scale.

🎯 Key Contributions

Program Management & Issue Triage

• Owned end-to-end program governance for 15+ TPR escalations, establishing RAID logs, stakeholder alignment, and resolution tracking

• Analyzed repeat dispatch clusters using SQL and Dell Tech Console logs to identify product-level design defects

• Prioritized issues based on cost impact, customer experience severity, and engineering feasibility

Cross-Functional Stakeholder Alignment

• Coordinated weekly sync meetings with design engineers, manufacturing teams, field support, and global vendors

• Translated technical failure analysis into executive-ready communications for leadership decision-making

• Managed change control process for diagnostic and manufacturing fixes across product lifecycle

Root Cause Analysis & Design Feedback

• Conducted deep-dive RCA for systemic failures, documenting failure modes and recommending design improvements

• Implemented defect mapping in Jira to track issue resolution from identification through manufacturing fix

• Automated diagnostic accuracy monitoring to validate effectiveness of engineering interventions

Quality Assurance & Continuous Improvement

• Established feedback automation to surface emerging quality issues in real-time

• Monitored post-fix performance metrics to ensure sustained reduction in failure rates

• Built executive dashboards (Power BI) to track TPR resolution velocity and business impact

📈 Business Outcomes & Impact

✅ Reduced recurrence of top product issues through design-level interventions and smarter diagnostics
✅ Prevented future warranty costs by addressing root causes rather than symptoms
✅ Improved diagnostic tool accuracy, reducing unnecessary dispatches and improving customer experience
✅ Strengthened cross-functional collaboration between operations, engineering, and product teams
✅ Contributed to quality and cost optimization during Dell's operational excellence initiatives in FY2024

Tools: SQL • Power BI • Dell Tech Console • Jira • Excel
Methodologies: Root Cause Analysis • Program Governance • RAID Tracking • Stakeholder Management • Design Collaboration