What Does Customer Service Mean? - Slide deck from webinar - 20 JAN 2016
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Transcript of What Does Customer Service Mean? - Slide deck from webinar - 20 JAN 2016
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Improving Customer Service
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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
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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
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Supply Chain Insights LLC Copyright © 2016, p. 4
What We Achieved
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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
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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
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Supply Chain Insights LLC Copyright © 2016, p. 7
Organizational Alignment
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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)
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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.
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Supply Chain Insights LLC Copyright © 2016, p. 10
History of Retail Scorecards
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Supply Chain Insights LLC Copyright © 2016, p. 11
Helping You Understand Your Customers
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Supply Chain Insights LLC Copyright © 2016, p. 12
Customer Priorities
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Supply Chain Insights LLC Copyright © 2016, p. 13
Changes Over Time
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Supply Chain Insights LLC Copyright © 2016, p. 14
Customers vs. Employee Perspective
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Supply Chain Insights LLC Copyright © 2016, p. 15
Questions?
It’s Time For Q&A
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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 [email protected] @[email protected]/company/bdp-international
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Supply Chain Insights LLC Copyright © 2016, p. 17
About Supply Chain Insights
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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: [email protected]• 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