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