Improving Customer Service

Supply Chain Insights LLC Copyright © 2016, p. 2

Our Panel

Lora Cecere, Founder of Supply Chain Insights

Keith Holliday, Director – Global Consumer Supply ChainSonoco Products

Dale McClung, BDP International

Sonoco is a Global Packaging Company

• Founded in 1899, Sonoco is a $5.3 billion global provider of consumer packaging, industrial products, protective packaging and packaging supply chain services.

• With more than 20,700 employees working in more than 300 operations in 34

countries, we serve some of the world’s best-known brands in some 85 nations.

2013 2014

Sales $1,894 $1,963Base EBIT $187 $199

2013 2014

Sales $1,859 $1,902Base EBIT $138 $162

2013 2014

Sales $625 $664Base EBIT $21 $25

2013 2014

Sales $471 $485Base EBIT $40 $34

Consumer Packaging Display and Packaging Paper and Industrial Converted

Protective Solutions

Supply Chain Insights LLC Copyright © 2016, p. 4

What We Achieved

BDP International:A Tradition of Customer Intimacy • Logistics and transport management enterprise, serving

global supply chains • Privately held corporation founded in 1966• Principal industries: chemical, oil and gas, life science, consumer

goods, healthcare, machinery, retail• Operations spanning 135+ countries in every major market

• Wholly-owned subsidiaries, equity partners, joint ventures, agent affiliates

• Regional Centers of Excellence in Antwerp, Frankfurt, Hong Kong, Singapore, Houston and Philadelphia

• 4000 employees worldwide

Large enough to leverage unexpected value;Small enough to care

• Annual sales – 2 Billion USD• 200,000 monthly transactions• 15% to 20% year-over-year growth to date• Value proposition built on best-in-class processes,

global presence, client-driven systems, flawless tactical execution and a nimble, small-company customer service culture

• Proven Assets • Talented, caring employees with deep, domain expertise • Practical technology tools that deliver visibility, reliability and

connectivity• Uncommon ideas for a climate of perpetual change

• Solutions that simplify complex problems

Supply Chain Insights LLC Copyright © 2016, p. 7

Organizational Alignment

Supply Chain Insights LLC Copyright © 2016, p. 8

Role of Order Management

Order Management

Enterprise Resource Planning

Demand Planning

Warehouse Management

Production Planning

Manufacturing Execution Systems

94%

88%

87%

84%

82%

78%

40%

52%

47%

22%

30%

28%

ImportanceExtremely Important Important

Order Management

Enterprise Resource Planning

Manufacturing Execution Systems

Warehouse Management

Demand Planning

Production Planning

60%

55%

53%

50%

50%

48%

26%

30%

25%

31%

20%

24%

SatisfactionExtremely/Very Satisfied Satisfied

IT Systems: Importance vs. Satisfaction*

Top 2

____________________________________________________________________________Source: Supply Chain Insights LLC, Supply Chain Leaders Speak Study (Jan-Sep 2015)Base: Manufacturers, Retailers, Distributors – Have IT system operational (n=30-35) – only showing those with 30+ base sizeQ16. How important are each of your current IT systems to your supply chain organization? SCALE: 7=Extremely important – 1=Not at all importantQ17. How satisfied are you with each of your current IT systems shown below? SCALE: 7=Extremely satisfied – 1=Extremely dissatisfied*Importance and satisfaction data are those who rated it 5-7 vs. 7 on 7-point scale (top 3 box)

Supply Chain Insights LLC Copyright © 2016, p. 9

TOP

MIDDLE

BOTTOM

Customer Rel'p Mgmt

SC Planning

SC Execution

ERP

Marketing

Sales Analytics / Reporting

BI Analytics & Reporting

Social Marketing

HR Mgmt

Big Data

Operational Finance

Corp Social Resp

42%

40%

38%

34%

33%

33%

33%

30%

24%

21%

15%

11%

45%

38%

49%

53%

41%

49%

38%

41%

53%

53%

54%

65%

0.0263157894736842

0.0263157894736842

0.0256410256410256

0.05

0.0263157894736842

0.0294117647058824

0.0512820512820513

11%

23%

13%

11%

23%

18%

25%

30%

21%

24%

26%

24%

Expected Changes in IT Spending in 2015Increase Stay the same Decrease Don't know

Focus of Spending

____________________________________________________________________________Source: Supply Chain Insights LLC, Supply Chain Leaders Speak Study (Jan-Sep 2015)Base: Manufacturers, Retailers, Distributors – Area is applicable to company (n=34-40)24C. For each of the following areas, please indicate if your company’s IT spending in 2015 will increase, stay the same, or decrease, compared to last year.

Supply Chain Insights LLC Copyright © 2016, p. 10

History of Retail Scorecards

Supply Chain Insights LLC Copyright © 2016, p. 11

Helping You Understand Your Customers

Supply Chain Insights LLC Copyright © 2016, p. 12

Customer Priorities

Supply Chain Insights LLC Copyright © 2016, p. 13

Changes Over Time

Supply Chain Insights LLC Copyright © 2016, p. 14

Customers vs. Employee Perspective

Supply Chain Insights LLC Copyright © 2016, p. 15

Questions?

It’s Time For Q&A

Engage with Us Visit Us Online www.supplychaininsights.comwww.supplychainshaman.comwww.beetfusion.comwww.linkedin.com/company/supply-chain-insightswww.slideshare.com/loracecere

Follow Us on Twitter @scinsightsllc @lcecere

Attend a Live Eventwww.supplychaininsightsglobalsummit.comwww.supplychaininsights.com/the-shamans-circle

Engage with Dale and BDPDale@SupplyChainIM.comwww.supplychaininmotion.com @dvmcclung@BDPWorldwww.linkedin.com/company/bdp-international

Supply Chain Insights LLC Copyright © 2016, p. 17

About Supply Chain Insights

Supply Chain Insights LLC Copyright © 2016, p. 20

About Lora Cecere

• Founder of Supply Chain Insights• “LinkedIn Influencer”

• Guest blog for Forbes

• Author of 4 books: Bricks Matter (2012), Shaman’s Journal (2014), Supply Chain Metrics That Matter (2014), Shaman’s Journal (2015)

• Partner at Altimeter Group (leader in open research)• 7 years of Management Experience leading Analyst Teams at Gartner

and AMR Research• 8 years Experience in Marketing and Selling Supply Chain Software at

Descartes Systems Group and Manugistics (now JDA)• 15 Years Leading teams in Manufacturing and Distribution operations for

Clorox, Kraft/General Foods, Nestle/Dreyers Grand Ice Cream and Procter & Gamble.

Contact Information: • Email: lora.cecere@supplychaininsights.com• Blog: www.supplychainshaman.com (15,000 pageviews/month)• Forbes: www.forbes.com/sites/loracecere• Twitter: twitter.com/lcecere (6,800 followers)• LinkedIn: www.linkedin.com/in/loracecere (66,724 followers)• LinkedIn Influencer: www.linkedin.com/today/author/446631