Customer Service/ Delivery Performance
Rapid Backlog Reduction and Sustainable Delivery System at Precision Medical Device Component Manufacturer
Rapidly reduced backlog and created a robust delivery system. Backlog reduction effort included rolling out prioritized schedule, developing and implementing debottlenecking strategies, creating a cross-functional team resolving issues that were stopping scheduled jobs. Robust delivery system initiatives included: 1) turning on the planning and scheduling functionality of the ERP/cleaning up system data and parameters, developing SOPs for data entry, training the workforce on the SOP; 2) improving the accuracy of time estimates by revamping engineering process; and 3) reducing quality defects by 20%. Within 3 months, on-time performance improved from 59% to 93% while lead time shrunk from 13-16 weeks to 10 weeks, with backlog reduced in half.
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Capturing Lost Sales Opportunities Through New Planning and Delivering Capabilities at Leading Luxury Chocolate Company
Developed a new customer service/logistics strategy for effectively distributing high-value, perishable products to 250 company-owned stores and 5,000 DSD customers. Developed and executed 3 pilot tests that demonstrated significant improvements: 100% improvement in retail delivery performance; successful direct fulfillment of retail corporate orders; 10% reduction in inventory costs; very satisfied wholesale customers.
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Rapid Reduction In Delivery Backlog at Leading Industrial Goods Manufacturer
Identified quick tactical solutions to address process issues responsible for delivery backlog. Created a backlog prioritization tool to identify and value component shortages that permitted prioritization of work orders and purchase orders. Achieved backlog reduction by more than two-thirds in short finished goods in 5 months.
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New Planning/Delivery Capabilities to Turnaround Customer Service/Delivery Performance at Leading Industrial Hardgoods Manufacturer
Led diagnostic-based effort culminating in enhanced planning and delivery capabilities: short-term tactical prioritization to overcome to overcome significant backlog; new planning system parameters; customer-oriented delivery strategy, including fast-ship program; shop-floor prioritization mechanisms (fixed schedule); measurement/tracking and reporting scheme for planning and production; ultimate migration to integrated MRP system. Fast- ship SKU program reduced order-to-delivery cycle from 2+ weeks to 1 day; $10MM backlog reduced to $2.5MM (including future orders) within 3 months.
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Outsourcing to Achieve Service Enhancements and Risk/Cost Reduction in a Post-Merger Banking Environment at Major European Bank
Created tactical plan for radically reducing the cost of US Dollar clearing and NY branch funds transfer operations. Focused on treasury functions of money market and foreign exchange, from front office deal origination to back office booking, and SWIFT message generation to FTR CHIPS/FED execution. Outsourcing resulted in $1.5M in administrative overhead savings, higher service levels, and significantly reduced risk.
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New Pricing Strategy and Repair Center Shop-Floor Cost Savings at Large Communications Equipment Provider
Facilitated strategic realignment of the subcontracted radio service business by creating a financial tool set to calculate economically optimal negotiation strategies. Led the corporate team through first-round execution of the national program.
