PROBLEM
There are two causes that directly influence a lack of compliance in delivering a service.
- Differences in the information used to measure and manage the performance between customer and the supplier.
- A lack of alignment in a process that by definition is multifunctional:
Order to Collection.
This is what was happening to a company that produces consumer products, whose sales in the grocery channel represented 30%. In recent
months, the situation had intensified and thus, problems with clients were increasing.
What was found was a process from order to collection with 3 great problems:
- The clients had different information to monitor the deliveries (cataloging, units of measure).
- Each function that was involved in each activity had misaligned objectives.
- Consequently, there was no management of the process throughout the company or with the client.
SOLUTION
- Understanding and segmenting the requirements of each client, which were then translated into specific service offers for each one.
- Defining metrics for each client, negotiating and communicating them with the clients.
- Managing the indicators for each client through the implementation of multifunctional equipment in order to make corrective decisions for operative and root problems of the process.
- Aligning the objectives of each function.
Integrating the process with other key processes such as:
- Cataloging and uncataloging products
- Planning the supply.
BUSINESS BENEFITS
- Savings from penalties for bad service of 1.2 million USD a year.
- Increase in the level of service in the grocery channel from 88% to 94% in 7 months.
- Development of a relationship with chains and improvement in the negotiating position with the client.
- Better communication and coordination between internal teams (Logistics, Marketing and Sales).
About Sintec
Sintec is the leading consulting firm focused on generating profitable growth and developing competitive advantages through the design and execution of holistic and innovative Customer and Operations Strategies. Sintec provides a thorough and unique methodology for the development of organizational competencies, based on three key elements: Organization, Processes and IT. Furthermore, Sintec has successfully carried out more than 300 projects on Commercial Strategies, Operations and IT issues with more than 100 companies in 14 countries throughout Latin America. Our track record of more than 25 years makes Sintec the most experienced consulting firm in this area of expertise in the region.
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