Sandro Knecht, Panalpina on 'Maximising 3PL Customer Service Levels'
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Transcript of Sandro Knecht, Panalpina on 'Maximising 3PL Customer Service Levels'
Maximise Customer Service Levels
Brussels - 24. November 09 1
“Maximise Customer Service
Levels”
Brussels – 24. November 2009 Sandro Knecht - CSO
Levels”
Maximise Customer Service Levels
Brussels - 24. November 09 2
Catering to the needs of customers within key industries, offering customized logistics and value-added services to all companies active within the supply chain.
Understanding the Customer = Maximised Benefit
AutomotiveHealthcare &Chemicals
Hi-tech TelecomRetail & Fashion
Oil & GasIndustrial Projects
• Understanding the customer business model and strategy
• Develop competence and capabilities to execute and deliver
• Identify joint strategic initiatives, KPI’s and define deliverables
• Drive continuous employee training and development
• Drive a culture of high quality performance and process evaluation
Maximise Customer Service Levels
Brussels - 24. November 09 3
A strategy aimed on creating a partnership environment with our customers,
building a relationship of mutual trust, shared benefits and as such instill
greater customer loyalty
Account managers must be driven by a strong “can deliver” attitude:
Customer Care
Basic
Co-operative
Interdependent
Integrated
Customized
Value
proposition
Operational
delivery
Strategic
Intent
Inter-companyrelationship
� Know about customer’s objectives – and integrate them into own actions
� Anticipate customer’s needs proactively
� Share customer’s values and vision
� Integrity, passion, quality and sustainable relationship management
Maximise Customer Service Levels
Brussels - 24. November 09 4
Interdependent Account Management Relationship
Finance Finance
Compliance Compliance
Supply Chain Supply Chain
IT IT
Operations Operations
Key
Account
Mgr
Board
…
• Global consistency
• Leverage & Innovation
• Supply chain integration
• Coping with complexity
• Drive Cost reduction while achieving value targets
• Unique competitive advantage/customisation
• Strategic concentration of resources and investment
Logistics
Mgr
Board
…
Maximise Customer Service Levels
Brussels - 24. November 09 5
Value Creation
Innovations
Scorecard Topics
Advanced Supplier Relationship
• Continuous measurement of existing topics
• Evaluation of existing topics
• Improvement of existing topics
• Introduction of new initiatives
• Measurement of new initiatives
HSE
Reliability & Efficiency
Innovations
SBU Customer Feedback
• Measurement of new initiatives
1. Joint Initiatives (e.g. Workshops)
2. Complete Supply Chain Solutions
Maximise Customer Service Levels
Brussels - 24. November 09 6
Real and tangible solutions = Build credibility
• Designing of solutions and match them with real product offerings
• Establish process • Establish process ownership and milestones
• Commit and manage implementation
• Continuously evaluate results
Maximise Customer Service Levels
Brussels - 24. November 09 7
The Panalpina SCM product offerings providesmultiple benefits to our customers
Supply Chain Core Products Brief Product Description
Holistic Supply Chain DiagnosticSupply Chain Optimization1
Constant Performance EvaluationSupply Chain Dashboard2
Decoupling and Order Penetration Point
Supply Chain Postponement3Point
Supply Chain Postponement3
Managed Continuous ReplenishmentVendor Managed Inventory4
Orchestrating the tactical Supply Chain
Lead Logistic Provider5
Optimized and cost effective Material flow
Direct to Market Concept6
Order and compliance ManagementSupplier Connectivity7
End 2 End Material flow ControlInbound to Manufacture8
Maximise Customer Service Levels
Brussels - 24. November 09 8
Information - Technology Key Industries Major SubjectsSupply Chain Management
Global Network Air Freight Ocean Freight Overland Transportation
Thank you for your attention