November 18 2017 - 8:03 am

CASE STUDIES

Customer Service Delivery Recovery: International assignment
The remit of this assignment was to restore service delivery following outsourcing of manufacturing which had seen lead times stretch to sixteen weeks, less than 26% of orders being delivered on time and average delay on late orders being 51 days. Huge volume spikes were also projected In June and September and Sales morale was low with customers voicing dissatisfaction.

A decision was taken to position an implant in the manufacturing facility in China to work on the same time zone and co-ordinate with the CEM program management team. A number of issues were quickly identified including under- resourcing of purchasing team, overreliance on European sources for components rather than local purchasing, lack of knowledge and reactivity to long lead time items and poorly developed awareness of customer service. Recommendations were made to the plant director and additional resources were allocated in purchasing, RF Radio testing and Program management. The implant mentored the local team in customer service and increased awareness of the need to deliver on time. As a result of this focus by the end of August on time service levels had increased 300%, average order delay on late orders was down to 5 days and a number of orders had been delivered in 10 weeks. Organisation service delivery KPIs were met for the first time in 2009 despite record volumes being posted in Qtr3.
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