Developing Customer Centric Supply Chain · Developing Customer Centric Supply Chain Anita Arts,...
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Developing Customer Centric Supply Chain Anita Arts, Chief Supply Chain Officer | Liberty Global November 27 th , 2017
Transcript of Developing Customer Centric Supply Chain · Developing Customer Centric Supply Chain Anita Arts,...
Developing Customer Centric Supply ChainAnita Arts, Chief Supply Chain Officer | Liberty Global
November 27th, 2017
The world’s largest international TV & Broadband
Company
Liberty Global Supply Chain 3
Revenue1
$18.0bnLiberty Global plc
$14.4bnLiberty Global
Group$3.7bn
LiLAC Group
ProductsSuperfast internet
Wall-to-wall WiFi
Next-gen TV box
Entertainment apps
Customers & products2
24.7m customers subscribing to
50.6m subscription services (RGUs)
20.3mvideo
16.7mbroadband
13.6mtelephony
50.6mdigital services
(RGUs)
Seamless connectivity2
50.8 million homes passed
10.0 million WiFi access points
10.1 million mobile subscribers
[1] Revenue is presented as annualized results for the six months ended June 30, 2017
[2] As of June 30, 2017
Our Foot Print…
Liberty Global Supply Chain 4
* On December 31, 2016, our operations in the Netherlands were contributed to a 50:50 joint venture with Vodafone Group
EuropeLatin America
MORE THAN 20 COUNTRIES 12 COUNTRIES
United Kingdom
Ireland
Belgium
Switzerland
Austria
Hungary
Romania
Slovakia
Czech Republic
Poland
GermanyThe Netherlands*
Other operationsBusiness Services
Media Investments GroupUPC DTHVentures
Why the landscape has changed?
Liberty Global Supply Chain 5Respective trademarks of the above mentioned corporation
Images taken from : Google Images
How the Landscape has changed for Supply
Chain?
Liberty Global Supply Chain
What does Customer Centricity means for
Supply Chain?
Liberty Global Supply Chain
RELIABILITY
What does Customer Centricity means for
Supply Chain?
Liberty Global Supply Chain
UNDERSTAND YOUR
CUSTOMERS
How can Supply Chain Make an Impact?
Liberty Global Supply Chain
Customer
Choice & Value
Reactive to
Proactive
Our Transformation Journey
Liberty Global Supply Chain
Supply
Chain
Health
Check
Listen to
Customers
Co-Create
strategy &
innovation
Understand your
levers for Cost to
Serve the
customers
Get good at
meeting
customer’s
promise
Establish
listening
posts…
Our Mobile Reverse Logistics Solution – By the
customers & For the Customers
Liberty Global Supply Chain
Listen (Plan) Co-Create (Do) Impact (Check)
Unhappy if they
have to stay
away from
mobile
• Speed of
Service
• Complexity of
repairs &
problems
Self Service
• Self Serving
Diagnostics
• Choice & Value
Sentient Engine
• Capture Live
Feedback
• Immediate &
Pro-active
Insights
Implement
Findings
• Customer
Friendly return
process
• We are still
listening…
Re-Develop (Act)
One of the other thing that we did was…
Liberty Global Supply Chain
“The way we
operated . ...we listened…
..changed the
journey..
..& our customers
love it”
Focus on cost
effective
customer
experience
Focus on
customer choice
and value
Collaboration
with the
business and
customers
CSAT
+ 20%
improvement
Still Listening…
Service features
• Customer premise
delivery
• Click and Collect
(Free)
• 2 hour delivery
window (on the day)
• Customer
focused journey
with Customer
Experience
• Focus groups
with our
customers
• Industry insight
on customer
preference
• Next Day Delivery
to customer
premise only
• No Delivery
Notification
• Minimal customer
communication
• Good delivery
performance
(+98%)
Service features
Liberty Global Supply Chain
