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CREATING A PROACTIVE ORGANIZATION THROUGH A COHESIVE SUPPLY CHAIN By Mansukh Singh INTRODUCTION Many organizations around the world have been facing increased incidents of poor customer service because of loosely connected supply chains. For instance, if a customer makes a modification to a schedule or order, the organizational supply chain acts in a reactive manner rather than a proactive one. The changes are reflected along the length of the supply chain but since its various elements are not integrated adequately, the results are high levels of customer dis-satisfaction with seemingly higher response times to these changing demands. KEY FACTS The three main areas where there is a need for improvement are customer service (order management), planning/scheduling (production order and The goal can be achieved by bringing about changes in the Planning/Scheduling, Procurement, Human Resources, Customer Service and the overall Supply Chain. The Planning/Scheduling should be highly efficient with minimum delays. The Procurement strategy should have a fast and responsive purchase to pay process in place. Employee satisfaction should be kept high and further areas of opportunity and improvements should be identified, control) and procurement. Inadequate coordination among these areas is leading to a lack of communication and integration in the end-to-end supply chain, leading to poor communication with customers and missed delivery commitments. Also, additional effort resulting from the lack of coordination is taking employees’ time and resources, leading to lower levels of efficiency and job satisfaction. PURPOSE The objective of improved customer service operations can be achieved through improvements in interdepartmental communication and coordination; reduction in the non-value-added activities of the employees; and enhancements to the customer order process from order to shipment. Standardization, optimization, and placement are factors to be considered in streamlining processes that affect customer service. In addition to this, the focus should also be on the people so that their competencies are identified to support the organizational change.