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.
Show Details
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.
Show Details
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.
Show Details
Generating top-line Growth Through Improved Customer Service at Leading Mortgage Lender
Developed customer acquisition and retention strategy utilizing tiered service delivery mapped to relationship type, profitability, and degree of value added across mortgage products. Created a methodology for linking customer information from several separate databases and maintaining accurate and actionable customer profiles.
Capturing Manufacturing and Logistics Cost Savings Opportunities While Maintaining High Customer Service Levels at Premium Baked Goods Manufacturer
Lowered nationwide logistics/transportation costs via reductions in emergency shipments and outsourcing/consolidating of the carrier fleet and warehouses to a single, third-party logistics provider (3PL). Set lowest-cost freight allocation system targets, defined proposal criteria, and created RFQ. Actual savings exceeded projections by 15% in the first year ($6.9MM EBITDA impact), with maintenance of 99+% fill rate.
Show Details
Better Forecasting/Planning and Performance Tracking to Turn Around Customer Service Performance at National Private Label Beverage Manufacturer
Developed key performance indicators, production planning logic, and inventory management policies for 11-plant manufacturing network. Implementation raised order fill rates to 98+% for key customers, increased volume by 37%, improved asset effectiveness by 40%, and reduced cost/case by 30%. Two client-side team members received corporate innovation award and $10,000 for their involvement in landing new account.
Show Details
