On Time, In Full: Customer Service Improvement
"Our management team have been left with a skill set and series of tools to work on the business together and have been left more motivated with a better sense of what is possible." - Managing Director
Durable Consumer Goods – DIY and Homeware
1 consultant, 8 weeks
Improve customer service through an increase in ‘On Time in Full’ performance and reducing the lead time between customer order received and product dispatched.
In eight weeks, fundamental process changes have been implemented and the number of customer orders delivered late have been reduced by 90 %.
Why did this manufacturer join forces with chartwell?
The client had successfully implemented a sales growth strategy that saw their volume significantly increase. Their primary customers were DIY superstores, plumbing merchants and large on-line retailers. The increased sales volume exposed weaknesses in their business process resulting in poor delivery performance and an increased risk of upsetting and losing customers.
Results of the 8 week project
- 90 % reduction in late orders
- Customer performance improved substantially and a reduction in the cost of manufacturing allowed the sales team to reduce prices and grow market share
Examples of Project work: