8th September 2010 1:20
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Benchmarking raises Customer Service
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Problem Statement
An international producer of packaging films for a diverse range of markets required an objective assessment of its business to identify and quantify the opportunities for improvement. |
Improvement Approach
The Benchmark Index methodology was selected as the most appropriate to evaluate the business performance and the appropriate modules used. |
Benefits
The benchmarking approach identified that Customer Service was an area of significant opportunity for the business. This has now been addressed by the team with a 10 % improvement in performance. |
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The overall project aims were:
To benchmark the current business performance and practice.
To provide a "gap analysis report" quantifying the areas of improvement, recommending the practices to be adopted and the performance gains to be expected.
To provide a proposed route forward to achieve the performance improvement.
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The project was delivered in the following phases:
The Benchmark Index was selected as the appropriate tool and the Core, Manufacturing and PICME modules were chosen.
The client was supported when collecting the performance and practice data to ensure that it correctly represented the business.
The data was processed to provide reports which quantified the business’s position against an appropriately chosen database set and from this the “Gap analysis” report was generated. This identified the key area of focus as Customer Service in particular delivery reliability and lead times.
The information from the “Gap Analysis” report was assessed and a quantified benefit and time based action plan was proposed discussed and agreed with the client.
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The project achieved the following:
The benchmarking process enabled the business to objectively assess its operational practice and performance against other related businesses in its sector and identify that genuine improvements were not only possible but mandatory if it was to move forward.
The process involved in benchmarking ensured the management team worked together on the data collection and practice assessment processes, and as a result were confident that the results were objective and that the improvements identified needed to be implemented.
As a direct result of the commitment to implementing the action plan, Customer Service levels have improved by at least 10% and other benefits operational benefits have ensued.
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