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Customer-Obsessed Innovation: How AMAG Delivers End-to-End Control and Real Results

At AMAG Technology, customer-obsessed innovation is driven by a full ownership model. Richard Hemming leads the Quality Assurance team, ensuring control over the development and delivery of hardware, software, and firmware. This approach empowers rapid response to market needs while prioritizing customer advocacy.

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By Software And Technology · · Amag TechnologyIntegrated Security SolutionsRichard Hemming
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Key takeaways

01

AMAG Technology's innovation is driven by owning its development processes.

02

Richard Hemming emphasizes the company's unique position in manufacturing its own products.

03

The integrated approach allows the company to adapt quickly to market changes.

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At AMAG Technology, customer-obsessed innovation is driven by complete ownership. Richard Hemming, who leads the in-house Quality Assurance team, emphasizes the company’s unique position: by designing and manufacturing its own hardware, software, and firmware, AMAG maintains full control over development, testing, and delivery.

This integrated approach allows teams to respond quickly to market needs while staying focused on what matters most—the customer. QA doesn’t stop at checklists; the team steps into the customer’s shoes to ensure real-world performance and usability. When challenges arise, every department works together to deliver timely, effective solutions, all rooted in the same principle: customer-obsessed innovation that drives continuous improvement.

It’s not just quality assurance—it’s customer advocacy in action.

Video TranscriptExpand ↓

I think what AMAG does best is is that we are in control of our own destiny, and that's something that not everybody can can say. We, you know, we design and we develop and we manufacture our own software and hardware and firmware. That's that's different to a lot of the other players in the market. So we have that control of our supply chain. We have that control of our development. We have that control of our testing, and we have the flexibility to adjust ourselves and adapt to market situations in a way that other companies may not be able to. We've got a real core team, you know, a really dedicated team, a very experienced team, and all of that team is is part of us. It's not outsourced. It's not in different places. It is AMAG. We are the team, and we are delivering our product, and we're in control of that. The customer assess culture means that you put the customer first. In everything that we do, we put our customer first. And if I speak from my own experience where I'm working on the on the quality assurance side of things for AMAG, then when we test our products, we don't we don't just go through a a checklist and tick those off and just say, okay. We did that. We did that. We did that. We pride ourselves on being the customer advocate in that situation. So our people will put themselves in the position of of being that customer. They will put the hat on for the day of being a certain role in a certain company who is just trying to do their day to day using our product as a basis. And as part of that, that's where we learn, and that's where we feedback as well. So nothing nothing that we release as a product has just been through a checkbox box exercise. We will we will make sure that we focus as customer advocates on everything we do. I think it's owning the customer's issues. So I think we've got to be honest, and sometimes problems occur. Sometimes things go wrong. And that's when you need a real response. And that's where, you know, we we work really well. All of our teams pull together, and we are obsessed with solving that customer's problem. And we will do whatever we can, no matter what department, to make sure that we come to a resolution in a timely manner.

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Software And Technology

Leader of the in-house Quality Assurance team at AMAG Technology

Richard Hemming leads the Quality Assurance team at AMAG Technology, where he focuses on maintaining full control over development, testing, and delivery processes. He emphasizes a customer-centric approach that integrates hardware, software, and firmware development. Richard ensures that the quality assurance team acts as a customer advocate, enhancing real-world performance and usability.

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