We analyzed 1,000+ customer responses to identify major customer service gaps and developed plans to improve operations
Key Business Challenges
- Our client wanted to understand expectations of their end customers to identify their performance gaps which differ significantly around the world as the competitors vary.
- Correctly interpret customers needs using a conjoint analysis.
- Assess competitors and internal capabilities around the world. Identify gaps in systems, skills, business practices and execution
- Build road map to integrate global process, IT Infrastructure, people (internal and 3rd party)
Client Expectations
- Following the initial customer surveys a conjoint analysis was performed with a subset of customers to further refine our understanding of preferences
- Detailed survey for internal capabilities in terms of both quantitative and qualitative measures
Detailed review of 25 facilities around the globe
Analytics/Consulting Project
- Survey more than 1,000 customers to understand their needs /expectations for inbound (receiving), returns, outbound (shipping) from 25 client facilities, some centrally vs. others de-centrally run to know what they value and want (conjoint analytics)
- Conduct an external and internal benchmarking study to learn who offered the “best of breed “ service in various markets
- Understand performance gaps, prioritize those gaps and build a tactical plan to fix those gaps. Built a business case based on estimated benefits and costs for fixing each of the gaps. Develop an overall program and change plan
- For all sites, complete common metrics survey and a capability assessment (very detailed for Level 1 and lighter one for Level 2 & 3)
Surveyed 1000 customers, around the globe (using 5 languages)
SUMPURA Delivered Outcomes
- In N America, Europe and Australia we sent web-based surveys (in local languages) while in other region we used focused groups and phone calls to collect customer preferences for service, frequency, competitors, cost, info etc.
- From customer survey results, global alignment and re-optimization of facilities were put in place to meet customer needs and to accommodate changes in and supplier base
- Developed a business case w/ 5-year DCF for the entire change program, incl. a detailed road map for various investment initiatives that defined work for many teams around the globe.
5-yr. change initiative supported by business case
