Improving Customer Service for a MNC Pharmaceutical Company
Problem Statement
- The customer service/ order processing is ranked lower but not backed by data analytics which will help in improvement.
- Inventory is having both stockouts as well as obsolescence issues.
- There is lack of correct KPI’s to monitor the performance in spite of having a functional ERP for last 5 years.
Our Solutions (Systems/Process/Tools)
- Customer Service Level
- To use last few years data to analyse the situation.
- Map the Sales Order process and order pick-pack process
- Carry out FPY analysis to arrive at target improvement areas
- Inventory
- Study the current Inventory levels, the inventory policy and system setup
- To redesign the Inventory policy in line with S&OP expectations/ Targets
- Set the inventory parameters in the ERP
- KPI’s
- To study the existing KPI’s
- Study the Operational and Working Capital Policies
- Agree on set of most important KPI’s to monitor for assessing the Operational Effectiveness and Efficiency targets
- Design the data extraction process for the agreed KPI’s for monitoring
Outcome / Results
- OTIF improvement from 72 % to 88%.
- Shortages reduced by 32%
- No new obsolete stock created.
- Dashboard with critical KPI’s .
- Analysis of the trends and the areas for improvement process set in.
We love to hear from you
Please call or email contact form and we will be happy to assist you.
We love to hear from you
Please call or email contact form and we will be happy to assist you.
