Purnell Associates International | An Integrated Solutions Practitioner Group

Case Study: United Kingdom Distributor

14% of all first time Product Service deliveries failed Value added services are not communicated to Finance and therefore are not charged to the customer High customer dissatisfaction Client tries to be all things to all customer, no standard service offerings Product / Service Deliveries: 32,382 at £29.86 per move Solution Implemented a reverse 

The Situation

  • 14% of all first time Product Service deliveries failed
  • Value added services are not communicated to Finance and therefore are not charged to the customer
  • High customer dissatisfaction
  • Client tries to be all things to all customer, no standard service offerings
  • Product / Service Deliveries: 32,382 at £29.86 per move

The Solution

  • Implemented a reverse logistics and disposal program that eliminated over $40 million in excess inventory
  •  Created a cross functional “IS” map to illustrate how process currently works
  • Developed and implemented “Quick Win” strategy
  • Developed “To Be” design from Benchmarking / Best Practices study with process measures and accountabilities
  • Developed Return On Investment analysis on all process improvement recommendations including systems
  • Developed Implementation Transition and Change Management Plan
  • Implemented KPIs for installers and formal customer feedback programs to ensure lessons learned were immediately captured for installer management and corporate process improvement

The Results

  • Improved Product / Service Deliveries by 69% to 54,936
  • Reduced cost per move by 14% to £25.64
  • % of complaints and claims received against orders dispatched reduced to 0.21% and 0.607% respectively
  • Reduced total amount spent per complaint and claim to £55.71 and £23.86 respectively