What Does Customer Service Mean? - Slide deck from webinar - 20 JAN 2016

What Does Customer Service Mean? - Slide deck from webinar - 20 JAN 2016

• 1.
  Improving Customer Service
• 2.
  Supply Chain InsightsLLC Copyright © 2016, p. 2 Our Panel Lora Cecere, Founder of Supply Chain Insights Keith Holliday, Director – Global Consumer Supply Chain Sonoco Products Dale McClung, BDP International
• 3.
  Sonoco is aGlobal 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 $1,963 Base EBIT $187 $199 2013 2014 Sales $1,859 $1,902 Base EBIT $138 $162 2013 2014 Sales $625 $664 Base EBIT $21 $25 2013 2014 Sales $471 $485 Base EBIT $40 $34 Consumer Packaging Display and Packaging Paper and Industrial Converted Protective Solutions
• 4.
  Supply Chain InsightsLLC Copyright © 2016, p. 4 What We Achieved
• 5.
  BDP International: A Traditionof 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
• 6.
  Large enough toleverage 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
• 7.
  Supply Chain InsightsLLC Copyright © 2016, p. 7 Organizational Alignment
• 8.
  Supply Chain InsightsLLC Copyright © 2016, p. 8 Role of Order Management 94% 88% 87% 84% 82% 78% 40% 52% 47% 22% 30% 28% Order Management Enterprise Resource Planning Demand Planning Warehouse Management Production Planning Manufacturing Execution Systems Importance Important Extremely Important 60% 55% 53% 50% 50% 48% 26% 30% 25% 31% 20% 24% Order Management Enterprise Resource Planning Manufacturing Execution Systems Warehouse Management Demand Planning Production Planning Satisfaction Satisfied Extremely/Very 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 size Q16. How important are each of your current IT systems to your supply chain organization? SCALE: 7=Extremely important – 1=Not at all important Q17. 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)
• 9.
  Supply Chain InsightsLLC Copyright © 2016, p. 9 T O P M I D D L E B O T T O M 42% 40% 38% 34% 33% 33% 33% 30% 24% 21% 15% 11% 45% 38% 49% 53% 41% 49% 38% 41% 53% 53% 54% 65% 3% 3% 3% 5% 3% 3% 5% 11% 23% 13% 11% 23% 18% 25% 30% 21% 24% 26% 24% 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 Expected Changes in IT Spending in 2015 Increase 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.
• 10.
  Supply Chain InsightsLLC Copyright © 2016, p. 10 History of Retail Scorecards
• 11.
  Supply Chain InsightsLLC Copyright © 2016, p. 11 Helping You Understand Your Customers
• 12.
  Supply Chain InsightsLLC Copyright © 2016, p. 12 Customer Priorities
• 13.
  Supply Chain InsightsLLC Copyright © 2016, p. 13 Changes Over Time
• 14.
  Supply Chain InsightsLLC Copyright © 2016, p. 14 Customers vs. Employee Perspective
• 15.
  Supply Chain InsightsLLC Copyright © 2016, p. 15 Questions? It’s Time For Q&A
• 16.
  Visit Us Online www.supplychaininsights.com www.supplychainshaman.com www.beetfusion.com www.linkedin.com/company/supply-chain-insights www.slideshare.com/loracecere FollowUs on Twitter @scinsightsllc @lcecere Attend a Live Event www.supplychaininsightsglobalsummit.com www.supplychaininsights.com/the-shamans-circle Dale@SupplyChainIM.com www.supplychaininmotion.com @dvmcclung @BDPWorld www.linkedin.com/company/bdp-international
• 17.
  Supply Chain InsightsLLC Copyright © 2016, p. 17 About Supply Chain Insights
• 20.
  Supply Chain InsightsLLC 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