Case Studies
Follow the link to read the full case study details:
CUSTOMER SERVICE
- Improved Customer Service for a Market Leader
- Creating Airline Customer Service Excellence
- Improving Global Customer Relationships and Clarifying NPD Focus
DISTRIBUTION MODELLING & THIRD PARTY SOURCING
- Outsourced Distribution in the Chemical Industry
- Fast Savings for Fast Food Firm
- Hi Tech, Low Volume Sourcing from China
- Delivering a smart Logistics Solution for the NHS
E-SUPPLY CHAIN
- E-Fulfillment into a Pan European Automotive Manufacturer
- Factory Relocation to the Far East
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INVENTORY
- European Inventory Optimisation
- Lean and Mean in a Traditional Environment
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PROJECT MANAGEMENT
- Creating Consistency for a Building Products Company
- Performance Improvement for a Global FMCG Business
- Reducing the Risks for an Insurance Company
- Creating the Standard for a Pop Star
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STRATEGY
- Cross Industry Benchmarking for a Leading Retailer
- Operational Turnaround at a Major Brewery
- Business Recovery in Food Services
FAR EAST OUTSOURCING
LEAN MANUFACTURING
Improving Global Customer Relationships and Clarifying NPD Focus
The client
Leading manufacturer of high performance semiconductor products with many products nearing end of life
NPD slow and expensive
Intense competition
Complex global logistics
The challenge
Lack of market knowledge
Remote and diverse customer base making relationships difficult
Recent NPD not successful
Patchy on-time delivery performance
The solution
We had already carried out an intensive study of the client's inventory and introduced a much simplified product classification reducing inventory and product lines by 25%.
We then created and managed a global Customer Survey to ask customers to comment on our client's current performance but also to identify key trends for the future and how the relationship between them and our client could be improved. Key customers in Europe, Asia and North America were visited in person, others were asked to complete the survey on-line via the client website.
We collated and analysed all the feedback providing an extensive detailed report identifying key actions required. The richness and depth of information provided by customers was used as the basis for the creation of action teams each of which took responsibility for addressing individual issues identified by the survey.
The customer reaction to the survey was overwhelmingly positive and in itself provided our client with new sales opportunities to its customers as well as providing a clear focus and direction for product development and the realignment of its global logistics capability.
We continue to work with the client as an integral part of its action planning team structure.
Benefits at a glance
As a result of our work with them the client gained the following benefits:
- Clear focus and direction for NPD and global logistics capability.
- Improved communication and relationship with key customers.
- Improved sales opportunities and joint product development with key customers.
- Framework established for improved customer communication and relationships.
