WorkOut
CUSTOMER SATISFACTION/COST REDUCTION: CONSUMER PRODUCTS
The Company
Large manufacturer of kitchenware products with major manufacturing and distribution operations in the United States, Canada, and Asia-Pacific regions.
The Situation
Inability to provide timely and accurate information flow to customers drives significant customer dissatisfaction and adds significant cost to the organization. Company realizes that a 20% reduction in customer deductions and airfreight charges adds $2M in profit.
The Challenge
How to ensure timely and accurate information flow to our customers. 4 Teams: Timely and Accurate Customer Set-up Information, Timely and Accurate Product Availability Information, Timely and Accurate Order Fulfillment Information, Monitoring & Measuring Performance.
The Results
- Saved $1M/year in customer deductions
- Saved over $500K/year in order cancellations
- Reduced airfreight expense by $516K
- Streamlined New Customer Sign-up Process: new customer sign-up turnaround improved from 46% to 100%
- Improved Product Availability and Order Fulfillment information
- Improved customer service rep morale and customer relations